"Expensive products and didn't deliver on time. "

I ordered several Whittard gifts as an 80th birthday present. I qualified for free standard delivery which the website said would be between 2-4 working days. Delivery took a week to arrive and missed the birthday. I could see online that my order wasn't being dispatched and I tried to contact the company about it, to either get an explanation or cancel. The online chatbot didn't connect me to anyone. Nobody replied to my email. And the helpline went to answer machine. Incredibly poor customer service for a brand that used to be so sharp. When I eventually got through to the company, after the gift had missed the birthday and still hadn't been delivered, they offered to give me 10% back for my trouble, which amounted to about a fiver. I'd have preferred them to send something small to the recipient as an apology. I won't be ordering from them again. A shame because I use to rate this company.

"Eleanor was super helpful in getting…"

Eleanor was super helpful in getting my order refunded and placing a new order

"Fantastic hot chocolate and great service;"

Fantastic hot chocolate and great customer service team! Sophie was a fantastic help and great at communicating when Yodel decided they didn't want to deliver the parcel.

"Sophie was very helpful when I…"

Sophie was very helpful when I contacted about broken teapot - quick response and communicated clearly and in a helpful manner. Another one had been ordered and my money was refunded so despite the initial disappointment my issue was swiftly resolved

"Expensive and ineffective delivery."

Expensive and ineffective delivery.
Made an order 6 days (5 working days) ago. Cheapest delivery option is £5.95 for delivery 2-4 working days from order. 5 working days later products have not been dispatched. No response from customer service from messages over the past 2 days.

"Great customer service "

I ordered some hot chocolate and apple tea online (which is divine!), unfortunately upon delivery the hot chocolate had exploded in the box all over the other two products, it was everywhere! I sent an email to customer services, where Sarann promptly organised a replacement to be sent out. Customer service is spot on.

"LOVE Whittards hot chocolates"

LOVE Whittards hot chocolates and did my first online order last week. Delivery time okay - ordered Friday, arrived the following Weds.
One of the items arrived open so I contacted customer service and Sarann the customer service advisor was very helpful and has organised a replacement for me.

"Good products, bad business model"

Products are lovely, staff in the shop I went to were pleasant.

However, the business model of having to buy two or more at a time is awful. I don't drink chocolate that much and neither does the person I live with. So two would be wasted. Absolutely shocking business model.

"Excellent customer service"

Excellent customer service. Used an item once and it developed an issue. I was offered a replacement or full refund straight away. I happily accepted the replacement
Thank you

"Thank you Eleanor for your exemplary service :)"

I have been in contact with Whittard this morning and immediately had to come and write a review about the outstanding service I received from your online advisor, Eleanor.

I contacted the customer service team because there was an offer on today on your Instagram page which sadly I couldn't avail myself of due to the fact that the store had opened ahead of time (there was a queue outside that was blocking the road). I arrived at the stated time but was very disappointed to find that I had missed out by a matter of minutes.

Enter Eleanor, who took it upon herself to contact the store manager for me and arrange for me to be able to claim my free hot chocolate! To say that she went above and beyond is an understatement - I was really just on the live chat to express my frustration and wasn't really expecting such a swift and kind resolution.

Thank you, Eleanor for your wonderful service - I hope this is passed on to you personally and that you receive some recognition for a job well done.

Thank you also to Gary in the Bath store who kindly allowed me to enjoy some of your delicious hot chocolate despite the fact that I had missed the offer initially.

Happy national hot chocolate day!