Thorntons Reviews 

Very good customer service who dealt with my problem quickly and efficiently.

I placed an order to take advantage of the members Black Friday discount and free delivery. I received an order confirmation email but no delivery info email after a few days so I logged into my account and saw the order had been cancelled (not by me). I spoke to Jason and he had to investigate (everything I'd ordered was in stock). A couple of days later I received an apologetic email for the 'glitch' from Chelsea and she said the order has been reissued but one of the items was now out of stock so I was asked if I wanted an alternative or a refund for that - I chose an alternative. Both Jason and Chelsea were very helpful and I look forward to enjoying my treats soon.

Had a query as had not received an e mail confirmation for my order rang helpline and spoke to Lisa BOOM job done lovely lady extremely helpful and very professional Brilliant customer service Thankyou 🍀

Had a problem logging into my account contacted Thorntons via email and within 1 hour problem sorted.
Have now placed an order and received confirmation.

Chelsea dealt with my issue straight away, and was friendly and clear

The.Parcel from Thorntons was passed to Parcel Post for delivery, when it arrived it was soaking wet and held together by tape, on opening the parcel.it was 1 box of chocolates short, I contacted Thornton’s and my complaint was handled by Chelsea, even though it was past the scheduled Saturday closing time Chelsea handled my complaint with efficiency and informed me that a replacement box was wending its way to me. Thank you Chelsea.

Having had a problem with part of my order I contacted customer support and explained my problem by e-mail late in the day. I received a reply from them next morning requesting a few more details, which I sent. I have now within two days had the problem sorted by them, I am extremely satisfied with the outcome, and grateful for their quick and very helpful service.

I have given Thorntons a 5 becaise I found them to be courteous efficient and they kept in touch throughout my experience(which was down to royal mail I.e. delivery)I found their customer service outstanding.

Seamless ordering and delivery process for a large xmas gift order requested VAT invoice was sent very quickly something i have major struggles with other companies and there is no denying the quality of Thorntons

Had a slight problem and after an email the customer services sorted it straight out for me. Great service and communication. Many thanks.

Had an issue with a bix if chocolates I ordered. The bix had been opened and they were all over the box. Sent an email as they were a present for my mother in law. Thorntons were very efficient in dealing with my enquiry. They are sending out a new box which is great, my mother in law will be delighted. Great customer service from Thorntons- thank you.

Tried to send message regarding issue with package I was unable to match number I was being asked for however noted phone number, one call and my issue was resolved this was great service thank you

When my parcel didn't arrive yesterday I sent an email. Within half an hour Chelsea had emailed me back to say she had refunded my postage.
Very good customer service.
My parcel arrived today. Thankyou for your help Chelsea

Account had become locked somehow but soon after emailing I had a response from Chelsea and all was fixed! Thanks for your help, Chelsea!

Had a small issue with my order but after a couple emails back n forth the problem was resolved. Top class customer care

Very helpful and understanding. Customer services managed to get my order sorted with minimal fuss.
Thanks thorntons, great job, keep it up!

I had a issue with stupidly ordering the wrong item , Chelsea was great , and advised me to return item and can swap over , asked me to send my tracking number , Chelsea messaged me for a update as i had stupidly but a wrong digit in tracking number , so she was unable to get update , I gave her it and she sorted everything straight away . And my new item is on its way , really good customer service from Chelsea definitely 5 stars from me

I had an issue and it was resolved without hesitation.
A very professional and quick service.
Although all contact was made via email, I was very happy with the response time

Would recommend buying from Thorntons on line

An item was missing out of my recent order. I emailed Thornton's and had an immediate reply. I gave Anissa the information she needed and my missing bag of strawberry &cream chocolates has now been posted out. Communication was first class. Excellent customer service from Anissa. I wish the shops were still around!

As much as I mourn the loss of Thorntons on the high street, I'm delighted that they are still available in some alternative stores and also online for stocking up on the favourites for everyone. I cannot fault their customer service and swift response to an issue I had with a delivery. Impeccable and trusted British brand I am happy to continue to do business with. PS: Please bring back the original continental selection of my youth; the vanilla truffle, the apricot parfait, the diplomat! Happy to lose the coffee creams to make room for them LOL :)