"Very efficient customer service"

Very efficient customer service, Sophia helped me go through the refund process in 15 minutes. No waste of explantation, solve the issue immediately. They made my day!

"Great customer service"

Ordered some Xmas gifts from this company that unfortunately were not delivered to the correct location by the courier. Contacted Whittard directly through their website and got brilliant customer service from Sophia who was quickly able to resolve the problem, thanks so much!

"My experience of ordering from Whittard…"

My experience of ordering from Whittard of Chelsea was not a particularly good one. I ordered the items as a gift for a very dear friend who had recently lost her father. Knowing Christmas is a particularly difficult time for people who have lost loved ones. I wanted a luxury gift to hopefully give some cheer during the Festive period. Knowing she loves hot chocolate I chose Whittards to send this gift.

I ordered the items at the beginning of December, I did not see a 'box' to be able to select a date of delivery. I sent the online order, forgetting to add a gift note. So I emailed Whittard straight away and explained this and asked if there was a way to add a gift message. I have copied and pasted the reply I got below. Telling me I was unable to do this.

Hello Debbie, 
Thank you for your email. 
Unfortaunetly once an order has been processed we are unable to amend the order. 
​We apologise for the inconvenience caused.   
Best wishes,
Olivia
Customer Service Advisor

I then a few days later I had to contact Whittard asking for a Tracking Number, which I finally received. Over the next week I looked at the Yodel tracking site to discover that the items I ordered were still with the sender. I contacted Whittard again via email, asking for this to be investigated as to where my gift order was.

When I received a reply I was told there had been a 'glitch' at the warehouse and that my order had not been fulfilled. I was offered a refund or replacement. I opted for a replacement to be sent out ASAP. Finally I got an advisor (I dealt with Sarann), was helpful and sorted the problem with my order and my friend finally received her gift yesterday (Friday 15th December) and was delighted with it.

I ordered from Whittard because the products are the luxury end of the market, and that it is a well established business. I was not impressed by the lack of care or understanding by the first advisor Olivia or the company policy that I could not add a gift message to my order, after I had mistakenly omitted to add it to the order. I emailed Whittards immediately after the order was sent in. I was not asking for items to be added or deleted from the order. All I was asking was that a message was added.

I hope the company can amend their policy so that other customers can add a message to their order if they have inadvertently omitted to add it at the time they place the order.

"Delicious coffee and excellent customer…"

Delicious coffee and excellent customer service. We frequently order coffee online both for ourselves and for gifts. Our last order was a large one and unfortunately one of the bags had split (this hasn't happened before) and whilst I'm sure the coffee was fine to drink we had intended to gift it. I contacted Whittards and Olivia responded promptly and helpfully and a new bag of coffee is on its way to us. Very impressed by their helpfulness.

"Amazing tea products"

Amazing tea products, always been in love with them and a big fan of Whittard's products.
I recommend their amazing products!
Also an amazing customer service, sorted out my issue in no time!

"Excellent customer service"

Order did not arrive. I contacted customer services and received a prompt and courteous reply from Olivia. A duplicate order was dispatched and received soon after, together with the original order!
Lovely products. Excellent customer service.

"I ordered four tubs of hot chocolate"

I ordered four tubs of hot chocolate for Christmas presents and two had opened during transit. It was such a mess but I took a photo and started talking to customer service and it was solved very quickly. Thank you so much Sophia for your help.

"Non delivery"

I placed an order on 19th November and I am still waiting for receipt. I had an email on 26th November to indicate there had been an issue but order was due to be despatched. I have emailed four times since then but have had no acknowledgement. I have requested a response or refund but have heard nothing. Is the company still in business? What is going on?

Well a parcel has arrived via Yodel so very grateful to get my order just in time for Christmas. I don't think I will be ordering again, based on such a stressful experience, I'll probably limit myself to buying in store.

"Excellent service! Helped me resolve the student discount issue.e"

Customer service representative Sophia patiently assisted me with the issue. I am very grateful to her because I had been unable to use the discount code, and it seemed like there might be some issues with the website. Despite that, her attitude was excellent. She kept in constant communication with me, and I feel the assistance was significant!

"Sophia"

Huge shout to Sophia at Whittard who went above and beyond with their time to help with my order. Have always loved Whittard, so to know the people working there care as much as they do makes all the difference!