Thorntons Reviews 

After initially sending the wrong item, they responded to my email the same day (Saturday), allowed me to keep the incorrectly sent item and had the correct item delivered on Monday. Excellent customer service.

Many thanks to Lisa at Thorntons for dealing positively with my lost parcel. My order arrived after two days. I really appreciate her efficiency and honest apologies.

Wonderful customer service. I had a problem with my order contacted them & very quickly received a response. Chelsea who dealt with my enquiry was extremely courteous & understanding dealt with my problem professionally & resolved everything much to my satisfaction. Love Thorntons. Only wish they still did the nut toffee 🤞.

I was sent the incorrect order, emailed Thorntons and Chelsea quickly resolved the matter. Absolutely fantastic customer service, couldn't fault it.

I received a damaged Santa which was quickly resolved by the customer care team.
Great service thanks very much Thornton

I made a mistake on my order, emailed them and was very pleased to see that they amended it immediately. That is a very good service. Thank you very much.

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 customer service and received a prompt response from Chelsea, who was incredibly helpful and apologetic. She quickly confirmed when the product would be back in stock and even offered me an alternative option. Thanks to the solutions she provided, I was happy to wait for the item to become available again. The entire resolution process was smooth, and I can’t thank Chelsea enough for sorting everything out so efficiently.

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 make. Chelsea in customer services was quick on the case…..very pleased. Deeelicious!

i received my order but 2 of the items had cross referenced names, however Thorntons dealt with brilliantly, replacements quickly sent and received with no drama.

Had an incorrect item in part of a larger order. Contacted customer service and they immediately sent out a replacement.
Incredibly quick and responsive service and excellent customer care.

Lovely service from Chelsea at Thorntons. I forgot to put in the freedelivery code and after contacting customer services Chelsea advised she would refund this to the card I paid on. Very greatful.

Thorntons staff (advisor Chelsea in particular) very helpful and understanding - let down by delays and misinformation by PO so goods receive 1 day late in extensive protective packaging - no chance of damage to chocolates or wine bottle. Also great service in refunding postage when Promo Code missed at check out due to accessing website for ordering from too many sources (my doing) Looking forward to sampling the wine - chocolates no doubt as per usual - one of our favourite selections.

For the second year I decided to send gift boxes of Thornton's to groups of my extended family. Last year this went off perfectly. This year, at short notice, one group split and I found i had sent the present to the "wrong" party. At short notice I asked Thornton's to redirect the gift-parcel and within a couple of hours I received a lovely confirmation that this had been effected. Perfect!

I have given 5 stars on the basis of the assistance given to me by Chelsea in Customer Support. It was not a 5 star delivery, as an item was missing. It was easy to contact Customer Support, as an email address was given. Chelsea responded immediately - even though it was evening - and sorted things out for me. 5 stars to Chelsea.

Exceptional customer care when I needed help with my order.

Chelsea in customer support was fantastic. I had recently moved and not changed my default delivery address. After placing my order I immediately contacted customer support and Chelsea got back to me within 24 hours to let me know if she had managed to stop the order recall it and send it out to the new address. Very impressed with the service and very grateful this close to Christmas. Thank you.

Royal Mail were tasked with my delivery & whilst claiming they had delivered, the chocolates were never received (in fact the proof of delivery photo appears to be of the parcel still in the back of the delivery van). So I spoke to Chelsea at THORNTONS who dealt with my enquiry exceptionally quickly & reordered my chocolates. Very polite & curteous, would definitely buy from them again

I ordered online yesterday (Thursday morning) and it has just been delivered the next day (Friday morning) with Royal Mail! Very happy! There was an offer on the website of 10% off plus and extra 10% off when you subscribe to the newsletter so I got 20% off my order in total! Delivery cost was £3.95.