Thorntons Reviews

Ordered 2 weeks in advance and paid extra for a specific delivery date, only to receive a call at 3.50pm the day prior to delivery cancelling my order!! Apparently they can't deliver chocolates in the heat. Offered me their next slot in 7 days! Not only did they let me down for special delivery it was also too late to be able to make alternative arrangements. Will never order from them again - please avoid and give someone else your business as they don't value their customers.
Edit - in response to Thorntons standard t&cs reply, in that case why even take orders for chocolate delivery in summer? Plenty of food suppliers can ship without problem. Why cancel so late? The weather wasn’t a surprise & is it reasonable to offer a 7 day alternative date? Your response is poor - hopefully people take the time to see this and avoid as I will be doing!

My children ordered the standard toffee & Chocs for Fathers Day on the 15th June, delivery in a few days. The order did not arrive by the end of the following week, but on Hermes website the local depot received on the 18th June. When we contacted Thorntons we were informed that I have to wait 28 days for Hermes to deliver, so i contacted a old colleague at Hermes and was informed that it arrived damaged. Still waiting for Thorntons to sort out nearly a month after ordering and still no communication when i will receive the items. May get them by this Christmas, but I will not hold my breath.

I placed 2 orders with Thorntons for Easter and neither were delivered without any communication. I usually order Thorntons chocolates to be delivered to my relatives in the UK for every occasion and while I can understand that there could have been circumstances leading to the delivery issue, it is disappointing to have not had any communication back when I raised this issue on the website. I am very disappointed

Nuneaton Branch Only. Nuneaton branch discriminated me i think based on my beliefs. Refused me service and specifically said it was purely my appearance. I was asked to remove a head cover or no service. Recently found out Thorntons dont own it. So when you go to Thorntons. Nuneaton you are actually not in a Thorntans. And you can tell. As The Thorntons i been using for 25 years would not discriminate. I wont be using them again. I dont expect or like being pre judged by company's iam spending money with. Purely on appearance.

Ordered truffles for my partner’s birthday. When they arrived, both packets had melted at some point into solid inedible blocks. Contacted customer services and no response over a week later.

Edit: Called customer services as advised and order was replaced and received next day.

Hugely disappointed today having ordered (as usual) chocolates as a thank you to my neighbour- my message was placed on the order but not shown on my confirmation email - I phoned customer services who assured me they would arrange for this to be done - 30 minutes later I had an email saying sorry the gift had been despatched without the message- I immediately emailed back and received a round robin response - I then phoned and had to request a member of your staff to call my neighbour and read the message. I’m disappointed and not impressed. Surely a phone call rather than an email would have been more courteous, which would have saved me and staff time and maybe an apology offered for bad customer service.

Still no apology or refund????
What is going on,???
Do not buy anything from this company
Regardless of the snooty reply if you had answered the first 3 messages you would have all the information required

Thornton’s chocolates, speedy delivery, good communication….what more is needed?

Delicious chocolates,Alpini has always been my favourite,as good now as they were 20years ago.

Great chocolates at a great price and they arrived well packaged, I will be ordering more in the future.

Ordered as usual and order went strangely missing after Hermes saying they were delivering within the hour heard nothing so had to ring up Thornton’s customer service who said best to pay extra to get parcel surely they should use a good company to deliver their items.Was sent out again with Royal Mail for next day delivery as needed it for a birthday present the next day.Then got an email saying that they would deliver Monday so I had to go and buy another gift and then it was delivered while I was at the party so too late gift not great service

Very pleased with the high quality of these chocolates.

I had written a birthday message to be put into the parcel. Unfortunately it was not put in with the parcel so when my 84 year old aunt received her chocolates & truffles she was very confused.
This spoilt the surprise, this is the second time it has happened to me when sending chocolates so I’m not sure if I will be using Thornton again

Bought as a present. Well received by recipient but poor communication and slow delivery. No updates, contacted Thornton and received no response

The chocolates we ordered were exactly as we expected. We have never been disappointed with anything from Thorntons. We shall be ordering again u am sure.