Thorntons Reviews 

Customer service was excellent and I would recommend
to everyone to buy from Thorntons.

Arshia got back to me very quickly, telephoned me and was able to rectify the problem I had with my log in details. Arshia was very polite and helpful and was able to sort out the problem in a very efficient manner. Thank you

Phoned Thorntons for some Birthday chocolates for my 95 year old Aunts Birthday. Spoke to a young Chap called Femi. He was really lovely to talk to and answered all my purchase queries in fact I thought that he went beyond helpful and professional which is so nice when talking to him. With out question would rate Femi as six stars easily and a pleasure to talk to him.

Was very happy with customer support will defiantly order again

They've changed. Once an honourable and famous English chocolateer, I've recently been experiencing what appear to be sales scams.

It began with official emails offering "free postage" or other deals. But having followed the ordering process through to the point of placing my order, I've found the special "offers" have always vanished.

Recently, I placed an order for a box of Thornton's Continental from the Thornton's shop. I'd also added a bag of their delicious Alpini chocolates. Delivery arrived next day. Reasonable price on the Continental box. But the Alpini chocolates had been charged at an astronomical over £1 per chocolate!

Telephoning Thornton's customer services to alert them to something I thought was a hiccup in their system. I asked the advisor what price she thought a single, individual, Alpini chocolate should cost. She said "£4.30"! I tried explaining that I was asking about just 1 chocolate out of a bag of 8. She remained insistent at £4.30 per chocolate or £34.40 for a bag of 8 chocolates. She said, "they're expensive ingredients!" 😳.

I requested to speak with a manager. She asked me to wait while she checked availability. After over 10 minutes, she returned and simply hung up on me.

That, needless to say, proved me correct that Thornton's are no longer a business to be trusted. I'd been a happy and loyal customer since the 1970s. THE END 😡

Thorntons, had packed a wrong item in my Easter package 02/04/2026. So I emailed to advise them of this on the same day and asked if I could receive the item I had ordered.
What came next, is something I have never experienced in my life. Arsha from Thorntons Consumer Advisor Department, made contact with me, which I didn't think I would here back, until after the Easter holidays, but had a reply back within a few minutes of me sending my email. Arsha told me how sorry they were of this error, and they would not ask me to return this wrong item, and was told I could keep it (I could eat it!) and the product I ordered was out of stock, I could pick a different chocolate bag, which would be delivered after Easter. I asked if I could wait for this item to come back in stock, as this item was for a family member, and there love of chocolate and caramel together. Which this was accepted.
Yesterday 15/04/2026 i had two emails, one from Parcel Force (Royal Mail) that they are delivering my Thorntons package today, and my second email was from Arsha, who has kept eyes on this, from the very start and to the very end, and making sure it was dispatched immediately, once it was back in stock. It didn't end there. Arsha Instructed for a second bag of Chocolate Caramels to be added, to the one I paid for as a thankyou to me, and for being understanding.
I have never had this level of customer service in my life, and felt I could show my gratitude to Arsha, and Post this on Trustpilot, and tell everyone of the highest level of customer service and satisfaction Arsha has shown to me. A true Professional of the highest calibre, and someone Thorntons should be honoured to have in there team. Keith

Cannot praise Thorntons customer service highly enough. Royal Mail left my order in a totally unsuitable space which meant the contents were spoiled. I spoke to Arsha at Thorntons - I explained the situation and she checked the delivery pic from RM so she could see for herself. Arsha could not have been more understanding and helpful. I didn’t expect anything - but wanted to let Thorntons know what RM were doing with orders - and I had already complained to Royal Mail online - ( but I know that won’t go anywhere). To my delight Thorntons are replacing the order. Thorntons 5 stars - Royal Mail 0 stars

Hi I had fantastic support from Thorntons when my chocolate went astray then arrived opened. They were supportive quick and apologetic. . Love there chocolates. No Palm oil. X. The staff are a1. Thanks.

Arsha dealt with my issue very professionally and very quickly, she offered alternative resolutions for me to choose from and had no problems with me emailing her to ask questions.
so refreshing in todays market to find someone willing to help the customer in a pleasant manner thank you, they are a credit to your team Cathyx

I haven't had Thorntons chocolates for years. I used to love the lemon ones and the alpine. I got gifted a box for easter and I tried the white chocolate and raspberry one and it was nice. Then I tried another one and it had a weird taste, like burnt plastic or metallic. I spat it out and thought maybe that one was off. I have tried a few more and except the white one they all tasted really weird and odd. Not just poor quality like overly sweet or gritty or mouldy but like a chemical aftertaste under the sugar. The rest of the box has gone in the bin. They don't feel upmarket anymore, just sugar and palm oil, but this weird taste was something else.

Hi I was help by your working his name was fami was a lovely person great work very happy 😊

When I input a delivery address that differed from my own address, the order confirmation showed an incorrect address. I contacted Customer Support, and Anissa corrected the details very quickly. The delivery has arrived safely. My thanks for a speedy resolution of my request.

I am very pleased with the result of my problem quick and efficient very satisfactory 😊

My delivery from Thorntons was damaged whilst in transit, and after sending one e mail showing the damage, without any hesitation Anissa from Thorntons , replied to tell me she was replacing damaged item and would get it to me by Easter, which she did👍

There were 2 VIP items missing from my Easter Delivery -it was MINUS 2 x Easter Eggs, which were important Gifts , a main component part of my order !
I had reached out to Thorntons Customer Service ,on 2nd April as my confirmation email
had not arrived due to1 letter misprint on email- I was impressed by receiving a reply this morning 4th April that my order was out for delivery today , along with Royal Mail tracking # - You can only imagine my disappointment therefore when delivery arrived , a flat package box , which did not contain the 2 x Easter Egg gifts for a VIP 😔

So I’ve just emailed the same helpful
person again , no reply yet , and of course now it’s too late
to hope to receive my original 2x Easter Eggs on order 🤦‍♀️

I’m extremely disappointed, my 1st order & likely to be my last 🤦‍♀️
Guess that I will
now be returning the package of a chocolate selection , which was only 1 item offered on promotion with original order .
Very disappointing

Thorntons chocolate used to be lovely, having not eaten it for many years, I tucked into an Easter bunny. All I could taste was sugar. I managed a couple of bites but all I got was sweetness and sugar, none of the rich chocolate taste you get from decent quality chocolate. The bunny has gone into the bin and I'll not be buying any Thorntons again, which now tastes just as sugary and revolting as Cadburys. What a shame.

I had just ordered the large Easter egg for my family as a surprise this evening, but during the whole process something went wrong with my screen, which resulted in the wrong info being submitted into the recipient address box. I didn’t realise this had happened until I’d completed the ordering process, looked at the ‘order confirmed’ email, and found that my own address was now the recipient address! Bit of a panic, sent an email to Thorntons, and although it was by now after 6pm, I had a reply email from a very helpful Anissa, who has put things right at their end! Phew!! Panic over!🤗 Very impressed by Anissa’s response to my ‘problem’.

I had some troubles with a delivery address and Anissa from the customer service helped immediately and was able to turn the entire issue around - amazing help and provided support and relief.

First order got 10% off plus free delivery and it will be delivered before Easter! (2 days to Good Friday!) Also I inputted the wrong delivery address but emailed Thornton Customer Services and received a reply within a couple of hours that the delivery address had been amended! Super customer service from Lewis!

Lewis in customer services was very helpful and prompt.