Users Voice for Thorntons

76% users rated Terrible
3% users rated Poor
1% users rated Average
1% users rated Very Good
19% users rated Excellent
Pie Chart Review Representation for Thorntons
Thorntons Overall rating
Customer Support
Pricing
Returns/Refunds
User Interface
Quality

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Review article published on: 10 Nov 2019

Last updated by on 06 Mar 2023

"The two things I love most about what I do is that I help people and I solve problems - it’s as simple as that. I help my organizations develop effective, relevant marketing content."
Nov 2022 5 1.1 3 5 2 5
Dec 2022 2.2 5 5 1.8 5 5
Jan 2023 5 1.3 1.8 5 5 2.7
Feb 2023 1.3 5 5 3.4 1.8 3
Mar 2023 1 5 5 3.1 5 5
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Detailed Thorntons Review by

Introduction

Thorntons.co.uk is an online store that has been in existence for more than 100 years, dating back to 1911 when Joseph Thornton began making chocolates in Sheffield. Today, Thorntons has carved out a niche for itself and become synonymous with high-quality, luxury chocolates that are perfect for gifting. Thorntons is a well-known chocolatier in the UK and serves customers all over the world. With the increase in online shopping, Thorntons decided to take its business online, offering its customers a convenient way to purchase their favorite chocolates.

Pros and Cons

Pros:
  • Thorntons has a wide range of chocolates and gifts to choose from, perfect for various occasions.
  • The online store makes it easy to shop from anywhere in the world and have the gifts delivered to your desired location.
  • The chocolates are made using high-quality ingredients, making them delicious and irresistible.
Cons:
  • Thorntons chocolates can be quite pricey, making them unaffordable for some customers.
  • The website can be quite slow to load, which can be frustrating for customers who have slow internet connections.
  • Some customers have reported issues with shipping and delivery times, which may result in gifts being delivered late or damaged.

User Experience

The Thorntons website is well designed and easy to navigate. Customers can easily find what they are looking for by using the search feature, or by browsing through the various categories. The website is also mobile-friendly, making it easy to use on any device.

Pricing and Value for Money

Thorntons chocolates can be quite pricey, with a box of chocolates costing anywhere from £5 to £100. However, customers are paying for the quality of the chocolates, which are made using high-quality ingredients.

Alternatives

There are several other chocolate makers in the UK, such as Hotel Chocolat, Lindt, and Cadbury, that offer similar products at different price points.

Customer Service

Thorntons has a customer service team that is available to help with any queries or issues that customers may have. Customers can contact the team by phone or email, and can expect a prompt and helpful response.

Product Quality and Selection

Thorntons chocolates are made using high-quality ingredients, with no artificial flavors or colors. The chocolates are available in a wide range of flavors and styles, from dark chocolate to milk chocolate and everything in between. Thorntons also offers a range of gifts, such as hampers and personalized chocolates, that are perfect for special occasions.

Website Usability

The Thorntons website is well designed and easy to use. Customers can easily find what they are looking for by using the search feature, or by browsing through the various categories. The website is also mobile-friendly, making it easy to use on any device.

Returns and Exchanges

Thorntons has a returns and exchanges policy that allows customers to return or exchange their items within 28 days of delivery. However, customers are responsible for the cost of returning the items.

Promotions and Discounts

Thorntons regularly offers promotions and discounts to its customers, such as free delivery on orders over a certain amount, or discounts on specific products.

Reputation

Thorntons has a strong reputation for high-quality chocolates, and is well-known and respected in the UK. However, some customers have reported issues with shipping and delivery times, or with damaged products.

Payment Options

Thorntons accepts a range of payment options, such as credit and debit cards, PayPal, and Klarna.

Loyalty Programs

Thorntons has a loyalty program called the Chocolate Society, which offers members exclusive discounts and promotions, as well as access to limited edition chocolates and gifts.

Customer Reviews

Customers have generally given positive reviews of Thorntons chocolates, praising the quality and taste of the chocolates. However, some customers have reported issues with shipping and delivery times, or with damaged products.

Community Involvement

Thorntons is involved in various community initiatives, such as fundraising for charities and sponsoring local events.

Shipping and Costs

Thorntons offers a range of shipping options, from standard delivery to next-day and international delivery. Shipping costs vary depending on the delivery option selected and the destination. Customers can expect to pay anywhere from £4.95 to £20 for shipping.

Thorntons Recent User Reviews

User Rating

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Reviewer Name: G Thompson

Review Submission Date: 2023-01-21

Review Title: Bad service
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Review Description: Need to use a different delivery company. Tried three times to get a gift delivered - failed each time Do not buy as they cannot deliver!

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Reviewer Name: Elizabeth Shaw

Review Submission Date: 2023-01-15

Review Title: Nothing like old boxes milk tray and…
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Review Description: Nothing like old boxes milk tray and dairy box Nutty Cluster, Hazelnut log, hard caramel, Montelemar, Nougat, Hazelnut Whirl . Turkish Delight.... Choc Brazil . Toffee Cup,nut crunch, wafer, coffee cup and mini choc bar not all Same-Soft Sweet-Shiny -sickly,some small not separate wrappers why cant theybe made the same ?not want to feel sick, not worth givin up slim shape too fattening nice box

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Reviewer Name: Angela Bennett

Review Submission Date: 2023-01-09

Review Title: Ordered 8th Dec22 with up to 5 day…
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Review Description: Ordered 8th Dec22 with up to 5 day delivery did not arrive told order would be escalated on 15th Dec22 still not arrived 20th Dec told I would get a refund if not arrived by 22nd Dec22 still not arrived 3 more phone calls still no refund and no chocolates over a month later 9th Jan23 told to wait another 5 days and get back to them if I have not had the refund. this is totally unacceptable the problem is not only with their delivery company Evri but Thornton's as well they make a great team. Order no 0002871347 will update when I get what is due.

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Reviewer Name: Jade PF.

Review Submission Date: 2023-01-08

Review Title: Ordered on 27/11/22 - still no delivery!
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Review Description: Ordered from Thorntons on 27/11/22 so it would hopefully arrive in time for Christmas - parcel has been with Evri since 30/11/22 11:02am due to "known delays". There hasn't been a delivery update since 30/11/22, I can't contact anyone at Evri online or on the phone, and I sent an email to Thorntons (since their online form is not even working) on 01/01/23 with still no answer. At this point I just want a refund, but how am I even meant to get one with zero customer service contact? Absolutely ridiculous.

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Reviewer Name: Stu Hinton

Review Submission Date: 2023-01-08

Review Title: Shocking experience - AVOID
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Review Description: Shocking experience. Still waiting for my order from 5th December. Tried to call no answer. Tried to track online says order cannot be found. Tried to use the online enquiry form and you cannot click to accept their T&Cs.

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Reviewer Name: jacky griffiths

Review Submission Date: 2023-01-06

Review Title: I ordered an item and paid for next day…
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Review Description: I ordered an item and paid for next day delivery. They took the money from my bank but have still not delivered it. It was the same when a relative ordered chocolates to be delivered to me for Christmas.Didnt arrive until three weeks later. Very poor service.

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Reviewer Name: sarah louise

Review Submission Date: 2022-12-29

Review Title: NON EXISTENT CUSTOMER SERVICE
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Review Description: Yet another company that has zero customer service. Parcel is with Evri and has been since 12th Dec according to the unchanged tracking. Thorntons phone number and contact form useless. Have put in a refund request with PayPal as still no response and bought my Xmas chocolates elsewhere!

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Reviewer Name: Mr Gall

Review Submission Date: 2022-12-26

Review Title: Non existant customer service
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Review Description: Ordered from Thorntons and parcel due to be delivered by Evri. Evri stated it had been delivered to the shop, but shop didn't have the delivery. Tried contacting via online contact form and email but never recieved a reply. Do no order from Thorntons, if anything goes wrong they will not help.

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Reviewer Name: Mark Taylor

Review Submission Date: 2022-12-22

Review Title: I reviewed Thorntons on this site and…
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Review Description: I reviewed Thorntons on this site and they said contact us. I did twice on contact forms, once on Facebook using their link and again on email. Impossible to get a reply. No reply to any. Such a poor company now which shows by the many negative reviews. Do not use this company as no customer service and they use EVRI the voted worst delivery company two years in a row.

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Reviewer Name: Friend of Ted

Review Submission Date: 2022-12-22

Review Title: Very frustrated customer
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Review Description: I placed an order with Thorntons on 13 December and I still don’t have it. It is still with Evri, who are unreachable via web chat, email and phone. I’ve tried contacting Thorntons customer service 3 times today and have sat on hold for hours. No-one answering at all. Just very disappointed and I honestly won’t be ordering from Thorntons again.