"Excellent Customer Service"

Any Whittard product I have bought has always lived up to the high expectations of the person I have bought them for. This review is about their customer service.
Yodel badly let me down on delivering my annual Whittard order.
I diverted a parcel to a neighbour's address. (directly next door to the original delivery address) The neighbour is a relative of mine as is the original recipient.
Yodel confirmed this change of address instruction and I duly received an email from Yodel confirming the parcel had been delivered.
Except that it had not.
There was no photograph on the original delivery link, but I contacted chat, within half an hour of the 'delivered' email. They sent me a picture of somebody's feet but no parcel, presumably the 'proof' of delivery. I advised that both addresses were family and they then advised that the driver had gone to the original address, where the parcel was refused and that confirmation of delivery was made in 'error'. They advised me that the driver had been given 'feedback' and that I should now contact the sender to resolve the issue.
I asked why delivery could not be attempted again as promised by the Yodel website with the driver actually following instructions and doing their job properly, but apparently, this is not possible, even if, and here I quote the chat person, Vishnu Singh 'Trust me, it would make me the happiest person in the world if I could do that'.
So, not only will the person the birthday gift was for, not get their gift on their birthday, but I now have to negotiate with the company I ordered from to get a refund.
Useless.
By way of contrast. Jack at Whittard Customer Service responded to my email within minutes, having dealt with my problem with Yodel. I wish I could post the screenshot of his email esp where he says, 'I have raised this with Yodel so they hopefully can re-attempt delivery tomorrow. I'm unsure why they needed us to confirm this, but I have also reaffirmed that delivery should go to your preferred neighbour as is stated on the delivery requests. '
Well Done, Whittard!

"Great customer service"

Great customer service, nice packaging for delivery.

"My delivery was late"

My delivery was late, I spoke with Monica who was extremely helpful and professional. In fact a joy to deal with Monica came back with the information within the time expectations 😀

"Excellent quality"

They have many branches in London, Covent Garden being one of my favourites. Whittard is a good example of you get what you pay for. The prices are high but the quality justifies.

"Excellent customer service from Sophie"

Excellent customer service from Sophie when sorting out the non-delivery of my recent order and arranging a replacement order for me.

"Had a delivery issue"

Had a delivery issue, they quickly and efficiently sorted it out for me. Monica had the correct level of empathy and experience to sort it. Will certainly use them again

"Thank you!"

Hi there,

I just want to start off by saying I have always absolutely loved the Whittard brand, and I've been a loyal customer for many a long time, using your coffees, teas and hot chocolates for about 7 years.

I recently placed an order for 4 hot chocolate boxes which was delivered by Yodel. Unfortunately, they didn't follow instructions to leave it in a safe place correctly and they left the box in view, which then led to it getting stolen. I spoke to neighbours who said that they haven't received or seen anything. I've never had a parcel go missing

I was devastated after I realised what happened, so I called your customer service. Monica was really helpful and compassionate and she's resolved this for me. I did say to her that I've been really looking forward to finally stocking back up on the hot chocolate and I'm glad that I've still got that to look forward to now! Please let her know I said thank you!

Edit 23/10/23: Really pleased with my hot chocolate 😊

"Incomplete order and Whittard didn't seem bothered"

My order was incomplete as I was only sent three items instead of the five I had ordered. No explanation was given for this. When I contacted Whittard I received a very half-hearted apology. I was asked to send photographs of what I received (I'm not sure how this proved what was missing). I received the missing items within a few days, but there was no further apology, and certainly nothing offered as a recognition of the inconvenience this caused me. I frankly felt that Whittard didn't really care.

"Awful customer service"

I bought a coffee in a Whittard shop Manchester during promotion as 15% off of all coffee. However, I was charged normal price. I asked for that to a customer service. But they've never responded. Customer service is awful.

"I recently visited Tate St Ives and had…"

I recently visited Tate St Ives and had a wonderful cup of tea in their cafe, the tea came to the table in a very nice glass cafetière but was obvious made for tea and not coffee. I said to myself “now that’s what I’ve been looking for” you see I like real tea that once hit by boiling water responds by unraveling the true leaf. It is a joy to watch the magic of tea slowly flavouring the water and slightly dancing and teasing before taste.

When I returned home I searched for the glass tea cafetière and Whittard came up in the search results. “That’s it, I thought.”

Today I received my new glass tea cafetière as well as a new coffee cafetière and some coffee. The doorbell rang and I said hello mate. I was very sorry because my parcel was delivered by a very nice lady. I apologised for calling her mate, she smiled.

It wasn’t one of those battered cardboard boxes weighed down with labels and tape, it was a crisp pristine box with the label positioned very carefully in the top right hand corner and no tape.

The very nice lady handed me the package and I carried it over to the kitchen table, mmm how to open, I turned it over two or three times and thought, it would be a shame to rip it. Maybe there is a tab or some sort of secret opening. Ah, found it. One of those rip zip openings, I paused. Now most of the time these damn things get half way across and then tear off and just don’t complete the operation, this usually is so damn annoying and usually leads to a thought of “why design something that doesn’t work?” I pulled on the damn thing and. “Oh YES”, I almost felt like Sally sitting at the cafe table talking to Billy Crystal. All the way, it went all the way. No stopping, just pure ripping pleasure.

So I opened the lid and peered inside, oh, a little envelope, nice, branding, nice. Oh, everything recyclable, nice. I continued to enjoy opening every box and removed the paper fillings.

So really this is to say thank you, thank you for taking the time and effort to care about that moment of opening something new. I really enjoyed and appreciated the care and attention devoted to the moment the customer (me) received something from Whittard.

Because of this you now have a new long term customer.

Also, the products, so far (yet to be used) on inspection look very good quality.

I look forward to ordering my tea and coffee from you and continue with a long and satisfying relationship.