Whilst disappointed by the fact that the initial delivery had an item missing, the team at Thorntons made good and arranged for the item to be delivered promptly an courteously. Well done. Hopefu... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I ordered chocolate as a Christmas gift back in November. After three weeks with no delivery, I checked my order and realized it had been canceled—and I hadn’t received a refund. I reached out to cust... See more
Company replied
Ordered 5 bags of our favourite flavours (which are occasionally on a bulk buy special). They arrived within a few days. Sadly one of the flavours was wrong (nutty instead of mint). Contacted CS and C... See more
Company replied
First time buying direct from Thorntons. Easy to navigate website. Superb prices. Super fast shipping. Order delivered next working day. Slight mix up with one particular item but an easy mistake to m... See more
Company replied
Company details
Written by the company
For over a century, Thorntons has specialised in crafting high quality chocolate, sweets, toffee, fudge and other confectionery. Our rich heritage has seen us constantly create and improve new and favourite recipes to enhance your chocolate experience.
Contact info
Thornton Park, DE55 4XJ, Alfreton
- 0345 121 1911
- www.thorntons.co.uk
4.4
Excellent
10K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 92% of negative reviews
Typically replies within 2 weeks
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Reply from Thorntons
We’re so pleased to hear Anissa was able to help you with your recent order. We’re here to help whenever you need it
All the best!
Lewis @ Thorntons
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Great service in resolving my online…
Great service in resolving my online order issues. Easter isn’t Easter without Thorntons Eggs!
March 27, 2026
Unprompted review
Reply from Thorntons
Thank you for your review – we can’t wait to serve
you next time!
Best regards,
Lewis @ Thorntons
So helpful !!
So helpful !!
I made an error with the delivery address and Thorntons sorted it all out for me !
Thank you !!!
March 26, 2026
Unprompted review
Reply from Thorntons
Thank you for your review – we can’t wait to serve
you next time!
Best regards,
Lewis @ Thorntons
Naomi at Thornton chocolate was…
Naomi at Thornton chocolate was extremely helpful
March 26, 2026
Unprompted review
Reply from Thorntons
Thank you for your review – we can’t wait to serve
you next time!
Best regards,
Lewis @ Thorntons
Great customer service
Great customer service . I put wrong delivery address and Anissa quickly sorted it for me to my great relief. Thank you
March 26, 2026
Unprompted review
Reply from Thorntons
We’re so pleased to hear Anissa was able to help you with your recent order. We’re here to help whenever you need it
All the best!
Lewis @ Thorntons
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Excellent Customer Service
I had a problem completing an online order and spoke to
Arsha at Customer Services who was extremely helpful. Nothing was too much trouble and the problem was resolved - excellent Customer Service.
March 25, 2026
Unprompted review
Reply from Thorntons
We’re so pleased to hear Arsha was able to help you with your recent order. We’re here to help whenever you need it
All the best!
Lewis @ Thorntons
Good from bad
Whilst disappointed by the fact that the initial delivery had an item missing, the team at Thorntons made good and arranged for the item to be delivered promptly an courteously. Well done.
Hopefully this review will pass the TP AI test. Last time I posted a genuine experience it proudly announced to me that my review wasn't genuine. A decision made by their AI tool.
So, I hope for Thorntons sake this review passes muster
March 24, 2026
Unprompted review
Reply from Thorntons
Thank you for your review – we can’t wait to serve
you next time!
Best regards,
Lewis @ Thorntons
Love the chocolates here
Love the chocolates here. Recently did have an issue with an order. Sent an email, got a reply and a resolution in less than half an hour, great customer service, great chocolate!
March 25, 2026
Unprompted review
Reply from Thorntons
Thank you for your review – we can’t wait to serve
you next time!
Best regards,
Lewis @ Thorntons
I recently ordered a load of Marvellous…
I recently ordered a load of Marvellous Magnificent Eggs for my staff as a thank‑you for all their hard work. Unfortunately, one of the eggs arrived damaged, which was disappointing as I didn’t want to gift a broken one.
I contacted Customer Care and received an almost immediate response. Naomi picked up the issue and resolved everything quickly. She was polite, efficient, and an excellent example of great customer service.
I’ve ordered a lot of chocolate from Thorntons over the years, and this was the first time I’ve ever had a problem, so it’s reassuring to know that their customer service is just as reliable as their products. I’ll definitely be ordering again soon. Thank you!
March 25, 2026
Unprompted review
Reply from Thorntons
We’re so pleased to hear Naomi was able to help you with your recent order. We’re here to help whenever you need it
All the best!
Lewis @ Thorntons
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Fantastic customer service
Had a big problem with my online order due to the website crashing. Everything was sorted by the lovely customer service team. Thanks so very much-I was so worried. Happy to highly recommend.
March 24, 2026
Unprompted review
Reply from Thorntons
Thank you for your review – we can’t wait to serve
you next time!
Best regards,
Lewis @ Thorntons
I contacted Thorntons over postal…
I contacted Thorntons over postal issue, they resolved my problem straight away without any fuss.I was so pleased with the way treatment, that why five stars were given R.A.Brookes
March 23, 2026
Unprompted review
Reply from Thorntons
Thank you for your review – we can’t wait to serve
you next time!
Best regards,
Lewis @ Thorntons
Great products
Great products, great serivce and delivery and Arshia was very help full and friendly and super professional and got my problem sort out straight away
March 20, 2026
Unprompted review
Reply from Thorntons
We’re so pleased to hear Arshia was able to help you with your recent order. We’re here to help whenever you need it
All the best!
Lewis @ Thorntons
I received a prompt reply to my query…
I received a prompt reply to my query through Customer Services, with a satisfactory outcome.
March 20, 2026
Unprompted review
Reply from Thorntons
Thank you for your review – we can’t wait to serve
you next time!
Best regards,
Lewis @ Thorntons
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Excellent service from Anissa
Excellent service from Anissa, could not have been more helpful, thank you very much.
March 20, 2026
Unprompted review
Reply from Thorntons
We’re so pleased to hear Anissa was able to help you with your recent order. We’re here to help whenever you need it
All the best!
Lewis @ Thorntons
Help in redirecting an order
I had used the wrong address in my order. Even though it had already been dispatched, Chelsea at Thornton’s was able to stop and redirect the order promptly and with no fuss.
March 19, 2026
Unprompted review
Reply from Thorntons
We’re so pleased to hear Chelsea was able to help you with your recent order. We’re here to help whenever you need it
All the best!
Lewis @ Thorntons
Reply from Thorntons
Thank you for your review – we can’t wait to serve
you next time!
Best regards,
Lewis @ Thorntons
Extra special help from Chelsea made my day.
I forgot to put the name and address of the recipient before I pressed the send button, but an email for help was answered by Chelsea who said she would make sure it was sent to the correct address. Thank you Chelsea, you went above and beyond to help me. You have a good employee their Thorntons!
March 16, 2026
Unprompted review
Reply from Thorntons
We’re so pleased to hear Chelsea was able to help you with your recent order. We’re here to help whenever you need it
All the best!
Lewis @ Thorntons
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Very helpful people
I was having trouble completing my order online, and getting a bit stressed, so I called your help desk and spoke to Femi.
He was very pleasant and efficient and sorted everything out in a few minutes.
My stress levels fell.
Thanks Femi
Bob Colley
March 16, 2026
Unprompted review
Reply from Thorntons
We’re so pleased to hear Femi was able to help you with your recent order. We’re here to help whenever you need it
All the best!
Lewis @ Thorntons
It's back!
Having made previous comments on Thorntons Special Toffee, I recieved a complimentary 500g pack. My last comments were not favourable, with the toffee tasting of a fudgy consistency (apparently due to a faulty but edible batch), however, on trying this new batch , I'm delighted to say it tastes like the Thorntons we remember. Wether or not they've reverted to the old recipe, I don't know, but regardless it's lovely! Give it a try again! Well done Thorntons and compliments to your wonderful customer services team!
March 15, 2026
Unprompted review
Reply from Thorntons
Thank you for your review – we can’t wait to serve
you next time!
Best regards,
Lewis @ Thorntons
What a wonderful experience I had…
What a wonderful experience I had today.I had occasion to call Thorntons I spoke with the most kind caring thoughtful Gentleman name Semi.Talk about Excellent Customer Support it was brilliant 👏. Thank you kindly Semi you deserve a Managers job.xxxx
March 13, 2026
Unprompted review
Reply from Thorntons
Thank you for your review – we can’t wait to serve
you next time!
Best regards,
Lewis @ Thorntons
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