"Where is the parcel?"

It is sad, that I have to give Whittard one star only, because I love the tea. But the delivery does not work. I ordered on December 7th, 2017 -. the track&trace information tells me its ready for pick-up. But where? I've been in contact with to local courier in DK, they can't trace the parcel without an international number. I tried to the number from Whittard, but they just tell me, that I have to wait to see if the parcel arrives, I needed the parcel before Christmas 2017 not 2018. Now they won’t answer my e-mails.

"Purchased tea on their website and paid …"

Purchased tea on their website and paid for express delivery, tea never arrived, delivery tracking showed past date and package out for delivery. Customer service unable to find out where package had gone and refunded payment.

"Amazing products, but a little bit pricey"

All of their hot chocolates that I have tried I have absolutely loved! Shipping is always prompt and have never had anything damaged as everything is properly packed. The only thing keeping me from giving Whittards 5 stars is that I feel the pricing is a tiny bit high for the amount you get, but the products themselves are incredible.
If I could suggest a new idea, it would be to maybe add some smaller tins of your hot chocolates so that when you bring out new flavours, people can buy the smaller ones to try before buying a full sized tin.

"Go to the shop, not online"

I love whittard of Chelsea tea, my favourite being mulled wine.

I have no issues buying from a store, however when I seen they had 3 for 2 offer on, I decided to order online.

I paid for the 3-5 working day delivery. In hindsight I should have paid the extra £3 to have it delviered quicker. Or just go to my local store to pick it up!

I ordered on a Sunday and thought the 3 working days would be Wednesday and 5 the Friday. I checked my account on the Wednesday hoping to see it on its way, it actually was only at processing.

My order wasn't dispatched until I got in touch with them, and the tracking number they sent me doesn't even work. I got back in touch with the customer service department and was just told they had tracked it and it's on its way, so I have no idea when it will actually even arrive.

Lesson learnt! Don't bother with an online order from Whittard, it lets the company down.

"Was made to feel at fault"

My local shop is usually lovely and full of interesting coffees and teas etc, staffed by wonderfully knowledgeable people. However I did have an unpleasant experience there but it was only the one:

I was bought a couple of their beautiful bone china mugs for a birthday present. However after two uses I found one one of them was leaving a large ring of tea under its base at breakfast. On closer inspection it had developed a large crack around half its perimeter about half way down and tea was just oozing through it and down the outside onto my white table cloth. So we took it back to the shop in Reading where it was bought. The chap there very kindly replaced it as requested but stated that if that one did it too he wouldn't be able to replace or refund it. Well I'm sorry but it's not MY fault that your mug cracked - he suspected we had put it in the dishwasher, which we hadn't - but their site states it's safe to do so anyway even if we had!! Clearly a dodgy mug because the replacement has been fine but I didn't like the veiled accusation that their faulty mug was somehow OUR fault.

"I had a wonderful Tea experience due to …"

I had a wonderful Tea experience due to my purchase at Westfield Shepherds Bush. The staff there was very friendly and knowledgeable in the selections that they sold . Will be definitely trying the other ranges .

"Excellent mail order experience"

Whittard was having a sale so I ordered some additional pieces of their gorgeous spotty china. Not only were the items fantastic value, but the online ordering was a breeze, the delivery was super-fast (quicker than their estimate), the packaging great, AND they offer free returns. Faultless service all round. Thank you Whittard.

"Waited in all day for delivery after …"

Waited in all day for delivery after seeing it was going to be delivered, Found a note from Hermes saying they tried to deliver, checked the door bell and worked very well and loudly.
No information on the pre-printed slip, rubbish delivery service have to wait now a further 4 days due to bank holiday. unless Whittards use another delivery service, I will no longer be ordering online.

"Love whittards but wish I could still get pink grapefruit ice tea"

I have always supported whittard shops and was so happy when it became an online provider after its shops were no longer open near me.
I love the size of their large mugs, slender and we'll be?ended for silly girly wrists attached to coffee obsessed addicts like me.
The coffee flavours are rich and robust, the teas fragrant and refreshingly tasty.
I really enjoy the ice tea powders it's quick and easy to make in a pitcher of ice for all the family.
My only wish is that they would bring back the pink grapefruit version that was our family favourite and I would love it if they made some sugar free versions using natural sweetener like stevia for those who need low sugar diets then I could drink even more of the lovely stuff.

"Order was not delivered"

My order was not delivered. I contacted Customer service twice and got no reply from them. It's been a month since placing the order, the delivery was scheduled within 5 working days.