"Disappointing gift set"

My order of a tea gift set which was advertised (and photographed) as including a nice gift box arrived with component parts messily packaged in a brown cardboard box. The teabag box was bashed and had split open. Customer service offered replacement teabags but claimed that the set did not include a gift box, despite the website clearly stating otherwise, and the separate items being available for £4 cheaper on the website. I have had no reply to my follow-up email, though I continue to receive advertising emails inviting me to buy more “gift sets”. I will not be buying from Whittard again.

"Embarrassing gift"

Very embarrassed about a Christmas gift I gave to my partner. Ordered a 3 set of stacker tins hot chocolate, very measly amount inside each tin. Customer service is proving to be useless when complained asking for several photos weighing the amounts of hot chocolate... their excuse via email was the product has air which settles over time making the amount less. Maybe just fill the tin fully in the first place and we wouldn’t have not even quarter of a tin? I only asked for more to be sent out instead of a refund but would rather the latter now and go to hotel chocolat instead. The taste itself is underwhelming and even if I did have a full tin I still wouldn’t be excited to drink it. Hard neck to call it luxury.

"Best tree tea infuser fora single cup ever…"

Bought their mug infuser for using with the black tea and fruit tea I drink. I was a bit sceptical as have only used the ball versions up until now for a single cup. However it is ABSOLUTELY AMAZING! My husband thinks it’s the best product so far and means making a cuppa is so easy! So… I highly recommend!
Stainless steel, easy to clean & lid that acts as saucer to catch drips. A win win! Thank you Whittards!

"Great Customer Experience"

The delivery company lost my parcel and Whittard customer service could not have been any more helpful in ensuring a sent package was sent promptly. They
also allayed my fears by using a different courier company. Really excellent experience buying from this company.

"Great Customer Service"

My parcel arrived with a tear in the coffee bag, resulting in coffee having split all over the rest of my order. However, Imogen on the customer service team was extremely helpful when I raised the issue and immediately arranged for a new bag of coffee to be sent to me with free next day delivery, which arrived today in perfect condition.

"happy customer"

My order was sent late but they fixed the problem and made me happy :) Thank you

"Excellent gift"

Excellent gift, we’ll packaged and super service

"Let down by delivery company"

Unfortunately, the efficiency of Whittard in dispatching my order in good time is ruined by them using Yodel, who are the most useless delivery company on the planet. They have supposedly left the parcel in an outbuilding that I don't have and left a card that I haven't got. When I raised this with Yodel the response was that it has been delivered! Stop using them, they are rubbish.

"Very good coffee, tea, and service"

Have been very happy with their coffees, teas, and service, every time I've visited them. Can be busy on weekends and before Christmas, but the assistants have in my experience always remained professional and helpful.

"Lovely items but poor presentation and slightly disappointing customer service response!!"

I recently placed an order with Whittard, as I usually do each year, but unfortunately for the last 3 years my Christmas orders have been unsatisfactory in one way or another. I decided to order in enough time this year and whilst I was very happy with the swiftness my order was dispatched and arrived in. However, I was very disappointed with the presentation of a cup and saucer set that was sent out to me. It is lovely set-however, it has not been presented very well and I wrongly or naively assumed that it would be boxed upon arrival. Unfortunately this is not the case and as it is a gift it has left me wondering how exactly I can package it safely and also in a way that is aesthetically pleasing?! As the brown paper/packaging is not exactly befitting to present for a gift!

I did therefore reach out to Whittard and whilst there response was also timely, but I did feel it could have been more customer focused, as I simply asked if they could supply a box perhaps or a solution, but they were not especially accommodating-although friendly. It is just slightly disappointing as now I am left with the task of trying to find the best possible solution. I would of perhaps expected a little bit more understanding and empathy but most of all a workable solution.

So whilst I am happy with the items I ordered but am only disappointed by the presentation of part of this order and also the companies response.