Thorntons Reviews 9.917

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.

Customer service was excellent and I would recommend
to everyone to buy from Thorntons.

Arshia got back to me very quickly, telephoned me and was able to rectify the problem I had with my log in details. Arshia was very polite and helpful and was able to sort out the problem in a very efficient manner. Thank you

Phoned Thorntons for some Birthday chocolates for my 95 year old Aunts Birthday. Spoke to a young Chap called Femi. He was really lovely to talk to and answered all my purchase queries in fact I thought that he went beyond helpful and professional which is so nice when talking to him. With out question would rate Femi as six stars easily and a pleasure to talk to him.

Was very happy with customer support will defiantly order again

They've changed. Once an honourable and famous English chocolateer, I've recently been experiencing what appear to be sales scams.

It began with official emails offering "free postage" or other deals. But having followed the ordering process through to the point of placing my order, I've found the special "offers" have always vanished.

Recently, I placed an order for a box of Thornton's Continental from the Thornton's shop. I'd also added a bag of their delicious Alpini chocolates. Delivery arrived next day. Reasonable price on the Continental box. But the Alpini chocolates had been charged at an astronomical over £1 per chocolate!

Telephoning Thornton's customer services to alert them to something I thought was a hiccup in their system. I asked the advisor what price she thought a single, individual, Alpini chocolate should cost. She said "£4.30"! I tried explaining that I was asking about just 1 chocolate out of a bag of 8. She remained insistent at £4.30 per chocolate or £34.40 for a bag of 8 chocolates. She said, "they're expensive ingredients!" 😳.

I requested to speak with a manager. She asked me to wait while she checked availability. After over 10 minutes, she returned and simply hung up on me.

That, needless to say, proved me correct that Thornton's are no longer a business to be trusted. I'd been a happy and loyal customer since the 1970s. THE END 😡

Thorntons, had packed a wrong item in my Easter package 02/04/2026. So I emailed to advise them of this on the same day and asked if I could receive the item I had ordered.
What came next, is something I have never experienced in my life. Arsha from Thorntons Consumer Advisor Department, made contact with me, which I didn't think I would here back, until after the Easter holidays, but had a reply back within a few minutes of me sending my email. Arsha told me how sorry they were of this error, and they would not ask me to return this wrong item, and was told I could keep it (I could eat it!) and the product I ordered was out of stock, I could pick a different chocolate bag, which would be delivered after Easter. I asked if I could wait for this item to come back in stock, as this item was for a family member, and there love of chocolate and caramel together. Which this was accepted.
Yesterday 15/04/2026 i had two emails, one from Parcel Force (Royal Mail) that they are delivering my Thorntons package today, and my second email was from Arsha, who has kept eyes on this, from the very start and to the very end, and making sure it was dispatched immediately, once it was back in stock. It didn't end there. Arsha Instructed for a second bag of Chocolate Caramels to be added, to the one I paid for as a thankyou to me, and for being understanding.
I have never had this level of customer service in my life, and felt I could show my gratitude to Arsha, and Post this on Trustpilot, and tell everyone of the highest level of customer service and satisfaction Arsha has shown to me. A true Professional of the highest calibre, and someone Thorntons should be honoured to have in there team. Keith

Cannot praise Thorntons customer service highly enough. Royal Mail left my order in a totally unsuitable space which meant the contents were spoiled. I spoke to Arsha at Thorntons - I explained the situation and she checked the delivery pic from RM so she could see for herself. Arsha could not have been more understanding and helpful. I didn’t expect anything - but wanted to let Thorntons know what RM were doing with orders - and I had already complained to Royal Mail online - ( but I know that won’t go anywhere). To my delight Thorntons are replacing the order. Thorntons 5 stars - Royal Mail 0 stars