"NO customer service"

I am frustrated that the first time I decide to order direct from Whittards it is such a debacle. I usually ask friends to buy tea and ship it. This time I decided to buy direct and it has been a disaster. I thought I would have my tea in a few days and it is almost three weeks and I have to keep emailing to find any status at all. I find out the order was lost and do I want them to refund or ship the order again. I replied ship again on 31Dec10 and have heard nothing back. I thought the Tea is really good and the company is long-standing, they will fix this. To my chagrin, I find out that your customer service is horrible.

"Excellent quality leaf teas"

Excellent quality leaf teas, but very expensive to buy online and absurdly overpackaged. Also poor customer service. Use Nectar app to buy and they do not seem to contact Nectar with these points. Had to contact Nectar to claim points from multiple purchases. Using another tea supplier in future.

"Very Poor customer service"

Very Poor customer service. Whittards refused to refund the cost of one packet of teabags which had no taste or flavour. The packet was returned using the company's freepost label. Not only have they lost my wife's goodwill but also our friends and family. We cannot understand their miserly attitude

"Always loved the Hot Chocolate products…"

Always loved the Hot Chocolate products from Whittard. Yes they are a little pricey but so rich in flavour, for the price of one tub you get the equivalent of at least 5 Costa drinks. I do like to wait for the offers too and then buy a whole bunch of tubs. I have my own Whittard cupboard ha!

I had an issue recently where I was expecting a parcel and it was not delivered.
Whittard CS were fantastic. Not only did they arrange a replacement order, but expedited the delivery for the very next day.
Very happy with the product and services.

Only disappointment is my local store closed last year.

Otherwise, more than happy.

"Ordered items!"

Ordered items!
Box arrived this week - damaged! Cookie tin inside parcel dented. Hot chocolate all over the inside of the box.
Sent email 2 days ago - no reply!

"Nice teabag advent calendar but poor customer service"

Nice teabag advent calendar and great website.
Poor customer service. Purchased and received item, went on their website to find out some info on the product and discovered it had gone to 1/2 price. Contacted their customer service to ask what the policy is and was told nothing they can do and didn’t acknowledge my question around a return. For the sake of getting £12.50 back not worth returning but missed an opportunity to retain my loyalty by incentivising me to return. Their response was cold and short. Due to this brief experience I won’t be returning nor recommending unfortunately. Feedback shared in ticket, no acknowledgment.
Customer service is the most important part of a company so I hope the company reads and acknowledges as any customer can be turned around.

"Might want to review courier service"

This would have been a 5 star review, had they not been let down by the delivery company (Yodel). Well packaged and delivered quickly, however Yodel left my parcel on my front doorstep, in full view of any passerby which is completely unacceptable.

"That is the late time I shop at Whittard"

On Black Friday, the prices advertised on their website, were not given in store. I say the Darjeeling Metal tin for £10,40 reduced from £13 and the assam at £10 reduced from £12,50. As I work in Birmingham, I though I would visit their store at Grand Central, and I was charged full price.
I wil stick to Fortnum and Mason for tea in future, as they may be expensive, but at least they don't keep sending junk emails with false advertising claims.

"Don't pay full price."

I have been shopping at Whittards for nine years, always paying full price. Recently I bought something from them online, and now just a few days after receiving it have discovered it has been reduced not just once but twice so it is now half price. In future I will ensure I only buy sale items as it becoming clear that the full price items are being deliberately over priced.

I should point out that I had purchased the teabag calendar for £25 only to see it drop to £12.50. After nine long years they have lost my custom.

"Poor central customer service."

Poor central customer service.