"Service let down"

I usually visit the Manchester store or send my partner for purchases but bought online on black Friday. Annoyed doesn't even begin to cover this experience. I was working at home all day and am usually able to receive my packages. I heard no knock, no slip was left and the delivery email said that the parcel was delivered to my 'neighbour, house number: Lucas'. I spent my lunch and almost an hour after work in the cold going around the neighbourhood trying to find who on earth 'Lucas ' was, as I couldn't get through on webchat and the customer line told me my parcel was delivered to Lucas. No house number or details of if Lucas was a first or last name and it turned out Lucas (last name) wasn't actually my neighbour. When I finally found the Lucases, they thought my parcel belonged to Joanne next door as the driver told them it belonged to their neighbour.

"Offered 15% off first order"

Offered 15% off first order, declined.

Got a pop up on your site saying 15% off first order. Placed order (same day as getting pop up and email) , no discount. Emailed your customer service to be told couldn't have it due to your company running black Friday deals.

No mention of this in welcome email, discount code accepted on site. No discount given.

How can you offer a sign up discount and then not honour it? I ordered more than I would have because of discount offered.

Customer service failed to resolve after emailing them twice, will not shop with you again.

(Their customer service said they refunded the 15% but this was only on one of the items. They should have refunded the 15% for the whole transaction, as there was no mention of only being able to use the 15% on full price items. So they are lying in their trust pilot reviews. I would avoid this company.)

"Online vs in store"

Have always gotten my fix in-store but am not happy with my online purchase. this is my first one.

1) there is no student discount online. it doesn’t exist. but i can get one in store. ????
2) Don’t really mind the rare choice of parcel carrier - Yodel - but why can I not select leaving my parcel in a safe place or pick up from a drop point? I can’t even change this as it’s selected by Whittard when they send it. if I’m away for lectures during weekdays & no one’s in how will I get my order?

Overall this needs to be more humane and student friendly if you want young people to keep the tea culture going. Love your stores & all the tasting but surely you’d like to expand and keep your customer base.

"Dangerous Manufacturing issue, Uninterested Support"

I emailed in to let Whittards know that i had cut myself on a tin they manufactured as it had a wickedly sharp piece of metal, lethally honed yet quite imperceptible, on its lid. I provided Whittards Batch number, photos and as much information as possible. This was for the sole purpose of consumer responsibility. This is the response:

I am sorry for your injury and appreciate you letting us know. However, as you have not brought directly from Whittard and in fact from an unsolicited seller on Amazon we are unable to help in this instance, I would suggest going back to the seller.

Its such a shame that passing the problem to somewhere else, despite the fact that it is clearly a product recently manufactured by Whittards, is a really unhelpful, irresponsible thing to do. I'm not clear what they think they have achieved in dismissing this. Amazon, as always have apologised on behalf of their marketplace seller and refunded me fully. Whittards clearly dont take public safety very seriously so wont be getting my patronage again. It's very frustrating.

"Hypocritical and selective"

Hypocritical and selective. They only post positive appraisals. I wrote a review voicing out my disappointing experience in Wimbledon shop i.e. unhelpful staff, cancelling at last minute my gift for a friend of 18 years leaving me in despair but they didn’t post it. What’s the point of reviewing??

"Well done Whittards"

We visited the Birmingham store today and I can't tell you how impressed we were with the lady who served us whose name is Donna. She greeted us with an offering of a sample of toffee popcorn hot chocolate and proceeded to give us an opinion of all of the hot chocolate choices on display. We bought the toffee popcorn one and also the orange flavour one and they are delicious. Well done Donna, great service and well done Whittards for offering such great products and employing such enthusiastic staff to demonstrate the goods.
👍

"Chocolate tubs not fully filled"

I bought a few hot chocolate tubs this year as a present for friend. Last week she mentioned that the big tubs had three quarter of hot chocolate and the smaller ones were only half full. I was surprised and embarrassed as we had had Whittard hot chocolate and they have always been full to the rim.

"Expensive and extremely slow delivery"

Expensive and extremely slow delivery. Took a week to be shipped (compared to many other tea shops where you get next day delivery for free). Want tea? Look elsewhere.

"Really poor customer service skills I…"

Really poor customer service skills I ordered on 27th was told I ordered 28th clearly states 27th on order the woman wasn't polite or pleasent stop replies for half a hour after asking if I can cancel the order won't be using them again also order isn't even packed yet it's not moved past the order placed stayus

"Blue Mountain Coffee - already ground up"

Firstly I would like to say the staff and service are excellent. However the product was no good.

I bought a packet of already ground, Blue Mountain Coffee, which cost £ 50. We have been drinking this coffee for many, many years. This packet of coffee did not even remotely taste like Blue Mountain coffee. I do not know why this is. They could be using heavy pesticides on the plants that they didn't use before. Or it could be the grinder they have used has killed the flavour. Or a different reason. Do not buy.

Buy it in the duty free or supermarkets of the Caribbean. You will see, it has a completely different taste. Tastes absolutely lovely, when you get the product there.