Thorntons Reviews 

Great customer experience - I ordered the wrong item by mistake. I contacted customer service and they cancelled the order and arranged the replacement, still honouring the discount code that I had. Great service.

Femi was really patient and helpful he sorted my order out.I had tryed a few times without a result. So hopefully now due to Femi I should have some nice chocolates arriving. Thank you,

Unfortunately, when the chocolates arrived they were all broken. However, when I contacted customer services they kindly replaced the items promptly. Thanks very much to the customer service team, especially Chelsea.

I recently ordered two packs of personalised chocolate truffles. When they arrived the chocolates had been dishevelled in transit and the messages were non existent! I sent photos of the boxes to CustomerCare and Chelsea swiftly contacted me to refund or replace. I chose to replace as these chocolates are a great way of sending a message to friends and family. Within two days I received the chocolates ( better wrapped) and perfectly messaged for gifting. That is an example of good customer care. Thank you Chelsea.

Anissa in Customer Service was fantastic. I’d made an error with my order and she was super helpful and kind. It was such a refreshing change to be able to speak to a real human being who wanted to help. Cannot praise her highly enough

I bought 4 500g boxes of toffee in June. It is dreadful. Not chewy in any way with no bite. More like fudge than the toffee they used to sell. It is grainy and unpalatable and is the last time buy it What have they done, forgotten the original recipe. This is icky.

My order arrived quickly but included a packet of different chocs from one I'd ordered. A quick email to Thorntons followed by a quick reply and it was all sorted. My chosen chocs are on their way. Fabulous customer service! Thank you 😊

Fantastic customer service from Anissa. My chocolates were delivered by Royal Mail during the heatwave and upon opening a few week later (birthday gift) were found to be horribly melted together.
I emailed customer services with a photo and got my complete order resent within two days.
Superb, thank you

Brilliant customer service from Lewis at 5.00pm on a Saturday! I had put in the wrong delivery address and sent the correct address but had not expected a reply until Monday and/or having to phone then. Greatly relieved and very happy with the way this issue has been resolved!

I've ordered personalised chocolate and the chocolate has started to crack, I've reached out to customer service and the consumer service advisor Chelsea has refunded me and been very kind about this. Their customer service is amazing. The order arrived fast.

Had a problem with my order as I submitted an incorrect email address. Called customer service and issue was rectified immediately. Great service.

Excellent service, 24hrs from placing order to receiving my chocolates. 9 packs of Thornton chocolates.. beautifully bound in a paper lattice inside the box.. I will never forget this wonderful experience..thank you ❤️

Well I am so sad to say this but after reading the ingredients on my thorntons chocolate box I found out that they have started using palm oil ☹️☹️
So as of today I will never EVER EVER EVER buy thorntons again.
Annoyingly I argued a few weeks ago with a friend of mine saying thorntons would never use palm oil. Disgusting.

Very happy with the service received from consumer services last night .chelsea was very helpful and sorted out the issue immediately.thank you so much .

Spoke to a man called Femi in customer service he was really helpful and professional too

Very unimpressed with my shopping experience yesterday. Customer service people need to learn to properly read and not skim emails from customers.

The new toffee is not toffee anymore, the change of recipe is sad to see, you have lost a long term customer.

After delivery in the 35° plus heat my parcel was left in direct sunlight by the delivery service but after reaching out to thorntons they have replaced the whole order with minimum issues. Very helpful and efficient customer service especially femi.
Thank you

I had a slight problem with my order.
Femi was very helpful, and sorted it out straight away, without any fuss or hassle. Very pleased with Thorntons , and will place more orders in future.

I recently placed an order for a personalised chocolate gift from the Thorntons website. Unfortunately, when it arrived, one of the letters in the personalised message was missing.
I contacted Customer Services by email, and I was impressed by how quickly they responded. The entire issue was handled professionally, courteously, and efficiently. A replacement order was arranged immediately and arrived very quickly, with everything completed perfectly.
I would especially like to thank Femi for the outstanding support throughout the process. Femi was friendly, helpful, and kept me informed, making the whole experience completely stress-free.
Although there was an initial mistake with my order, the excellent customer service more than made up for it. It's refreshing to see a company that genuinely cares about its customers and resolves issues so efficiently.
I highly recommend Thorntons, not only for their products but also for their exceptional customer service. Thank you, Femi, and the Thorntons team!