Thorntons Reviews 

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!

Happy with the communication with Customer Services and how my request was dealt with.

I ordered my dad's father's day gifts from Thorntons and it offered me a Saturday next day delivery which was great, anyway Saturday came and he didn't receive it so I emailed thorntons asking why it wasn't delivered on the day I paid for. A lovely lady called Chelsea emailed me on Sunday evening and apologised for the inconvenience it caused, turns out it shouldn't of even offered me Saturday delivery but Chelsea was awesome and made sure it was posted for next day and my dad got his gifts on the Tuesday. Thank you Chelsea! (Sorry about the late review! I've been so busy with work!)

Pleased to find Thorntons online. I only buy the bags because I find some of the boxed chocolates too sweet. The chocolates I have purchased over several months are of the same high quality that I remember from 40 years ago. I particularly like the new Sicilian Lemon Mousse and the White Chocolate Strawberries & Cream both of which are fragrant, rich and creamy: more like truffles really.
I had a slight problem with some chocolates that got badly broken in transit but this was resolved very quickly by Anissa who organised a replacement straight away.
I do miss the shops on the high street and their ice cream which was superb.
Thorntons offer so much more online than you would find at your local supermarket.
Recommended.

Anissa's customer support is outstanding. I deal with lots of big name company customer service departments, and Thorntons experience has been an example to the others. No firing emails into an endless void - Anissa took hold of my request, and crucially, saw it through to the end. Fantastic.

Seriously dangerous chocolate.
Opened my father's day present Monday. Whilst on my own.....big mistake as I have no supervision to stop me shovelling the lot.
Managed to force the box closed and stepped away.
Every tine I've had Thornton chocolate it has never failed to impress.

Ordered some treats for father's day. Unfortunately I got sent the wrong item but one email to Chelsea in customer support and the correct item was on its way. Great service. Thank you

Regular offer like free postage or an amount off purchase. Yummy chocs esp their Viennese Truffles. When Thornton’s made a mistake with my order, the matter was resolved in less than 24 hours. Shout out to Anissa from Customer Services - fast and efficient. Thank you.

efficient and helpful service from the team. great customer service.

I recently ordered my mum’s favourite coffee chocolates for her birthday & the delivery tracking seemed to have stalled. I emailed customer service & received a reply from Femi the same day telling me a replacement shipment had already been sent. It arrived the very next day.

Thorntons was a british company years ago ..it was quality chocolate.. now its a non independant company the quality is non existant.. more sugar less cocoa. Its like eating a bucket of sugar. Another good company watered down by corporate greed. Would not recommend

I had a problem with an order, however Femi was extremely helpful and resolved it within minutes. Greatr service

When I received a melted and squashed order due to abnormally high temperatures, Thorntons without question speedily sent a successful replacement order. I just have to send them a photo.
Excellent service from Femi their customer service personnel who was polite and efficient.
THANK YOU.

My friend and I walked to the Thortons located on Alogonquin @ 7th in Louisville, KY. We wanted fresh donuts and it was the closest store open. We were in the process of picking out the donuts we wanted and getting our fountain drinks.
A man came in and flirted with us. He then tried to pay for gas and the cashier refused to take his money.
He went off on her. He was obnoxious, loud and offensive. I would have also been very angry if someone didn't accept my money to pay for gasoline. It was all quite ridiculous.

After several minutes of this going on, and 2 of her coworkers doing absolutely nothing...she finally asked him to leave. He left but came right back in. He claimed to come back in to apologize to us for the language and commotion. He also offered to buy our donuts for all of this drama.

Meanwhile, he is still going off on the cashier but insisting he pay for our donuts.
At this point, I've been in line to pay. Me and my friend are both standing there....we are confused and very concerned.

He insists on paying so we are thinking he will just pay and then leave the store. The woman working then tells my friend and I to put our things down and leave the store.
We tried not to accept his offer...we tried accepting his offer. Nothing worked.
It was obvious we were extremely uncomfortable with this situation.
Keep in mind, to reiterate, she now told us to leave the store. All of this said, she wouldn't let us pay either.

We start questioning her - why? Why is she making us leave the store. She will not give us a response and keeps insisting that we leave the store. We keep telling her that we have done nothing wrong, because it was clearly obvious we had done nothing wrong.

She finally does offer an explanation to us, she said it was "for safety reasons".

She then proceeds to call the law. When the law arrived she actually had the audacity to tell the officers that "the white girls" were trying to steal.
So which is it? Did she ask us to leave for safety reasons or were we trying to steal? Neither! She is simply a racist.

Who in their right mind would throw two women out of the store when there's an angry man also being thrown and the law has been called. She would! She is a racist. She could have cared less about our well-being or the circumstances for that matter.

This all started because the lady working refused to take his money. It is my belief that she was angry because he was trying to talk to two white women before he tried paying for gas

Bottom line,
We left with no drinks, donuts or cigarettes. It ruined our morning. There were no other stores open that were close by. This wasted 2 hours of my time that morning while also trying to find another store open. My boyfriend was late to work. This literally ruined our morning.

If Thornton's management condones this behavior from its employees, I will be calling The Courier-Journal as well as WAVE 3 with Dawn G and John Bowl.

I will not rest until she is fired. She has no place working in a customer facing atmosphere because if she would do that to us she would do that to absolutely anyone that walked in the store, particularly white women.

Let's not forget the money lost. Resources lost. The man did not go to jail. In the eyes of the law...he had not done anything wrong either.

This entire situation is uncalled for. The cashier should be ashamed. Thortons should be very embarrassed and will be very embarrassed if this is not resolved in a manner in which I see fit.

I'll be contacting corporate tomorrow.

Great support with an order error. Very prompt courteous and helpful.

I would like to thank Anissa for her fantastic service and dealing with my enquiry. I would like to thank her and the Thornton’s team for wishing me, “cheers to 70 years”. Much to my amazement the truly kind and thoughtful extended birthday gift and Best wishes came as an unexpected but wonderful surprise. What a lovely set of people you are!! You put a huge smile on my face and I just didn’t know what to say. Wow!! and fantastic!! Springs to mind. ❤️

Yesterday was my Granddaughters 16th Birthday so I wanted to get her a special cake to celebrate her Sweet Sixteen. She is a chocoholic so when I saw the triple Thorntons chocolate cake in Tesco for the clubcard price of £12 I decided it was the one. It looked lovely with chocolates on it too so I bought it. To say I was disappointed is an understatement. It was no higher than a normal 2 tier cake and the middle wa dry. I would have been better off buying a Miss Mollys cake,for £5 and just tarting it up a bit with a bit more icing and some rolos. I won't make this mistake again. More expensive does not mean better quality!!

Used Apple Pay to pay for my order. Unfortunately all my address wasn’t included in the delivery address. I emailed customer service as soon as o realised and Lewis quickly and efficiently fixed it. Thanks!

I made a mistake when ordering chocolates for a gift. Chelsea from the customer service team sorted it out for me very quickly, I was so relieved.