thorntons.co.uk

3.6
3.6 Based on 1.0K reviews

For over a century, Thorntons has specialised in crafting high quality chocolate, sweets, toffee, fudge and other confectionery. Our rich heritage has seen us constantly create and improve new and favourite recipes to enhance your chocolate experience....

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Average Rating

3.6

/
5

1.0K Reviews

5 Star
58%
4 Star
5%
3 Star
5%
2 Star
4%
1 Star
28%

All Reviews

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Review Time

Danielle Foster
Positive Experience with Support and Discounts

I ordered chocolates during a Black Friday sale with a discount and a sign-up code for free shipping. I realized after my purchase that the discount wasn’t applied. In a hurry due to limited stock, I contacted customer support, and a representative named Chelsea offered to refund the difference. So far, the service has been excellent (waiting on chocolates and refund)!

5
Date of experience: Dec 04, 2025
Issue with My Order Resolved

I encountered an issue with my order and reached out to the company. The representative resolved it promptly! 👍

5
Date of experience: Dec 04, 2025
Darby Sanders
Adore the Chocolates

I have been enjoying these chocolates for over 30 years. The treats are delightful, with great deals available; I received 15% off and free shipping for a special promotion. The customer service was outstanding, and I appreciate the help I received when my free delivery didn't process. Delivery is generally swift, though my last order took a bit longer, but it was worth it. I miss having the physical stores around.

5
Date of experience: Dec 04, 2025
clemink84120
Order Cancellation Issue Handled Well

I faced issues with my order being cancelled and contacted customer service multiple times. On my fourth call, I spoke with a pleasant representative named Chelsea who resolved the issue and confirmed my order was sent out. She was very professional and a pleasure to work with, truly an asset to the team.

5
Date of experience: Dec 03, 2025
Damon
Classic Service Experience

Even though I received the wrong order, it was quickly corrected with a replacement sent right away. Given the excellent service, reasonable prices, and fast delivery, I would definitely consider purchasing directly again.

5
Date of experience: Dec 03, 2025
Mariah Morgan
Order Replacement with Ease

My order was lost in transit, but when I called, the representative was very kind and replaced my order without any trouble. Excellent customer service!

5
Date of experience: Dec 03, 2025
Sawyer S.
Efficient Service

My item arrived without the requested personalization, but the representative handled it perfectly and efficiently. My issue was resolved within 12 hours, and I appreciated the prompt assistance.

5
Date of experience: Dec 03, 2025
Tara Lewis
Discount Issue Resolved

I ordered some chocolates for a birthday during a sale but noticed the discount wasn’t applied after checkout. I contacted customer care, and the representative assured me she could refund the difference. Great service so far (still waiting on the chocolates and refund)!

5
Date of experience: Dec 03, 2025
SJ54
Outstanding Customer Support

Customer service was exceptional when there was an error with my order.

5
Date of experience: Dec 03, 2025
Joanne Hughes
Exceptional Customer Service Experience

I really enjoy the chocolate-covered toffee, but it's often out of stock online. After receiving a discount code that expired before the toffee was available, I contacted customer service. A lovely representative named Chelsea not only informed me when it would be back in stock but also ensured I received my original discount. Her personal service was top-notch, and my order was placed easily. Thank you!

5
Date of experience: Dec 03, 2025

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Business Details

  • For over a century, Thorntons has specialised in crafting high quality chocolate, sweets, toffee, fudge and other confectionery. Our rich heritage has seen us constantly create and improve new and favourite recipes to enhance your chocolate experience.

  • call 03451211911
  • language https://www.thorntons.co.uk

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