A Christmas hot chocolate order was waylaid by courier. Sophie of customer service was brilliant in sorting it out, sending a new box express delivery. Having purchased from Whittards for the first time, I will be a loyal customer from now on...

Absolutely amazing customer service. Missing item was replaced on 48 hour delivery and received the entire order again! Literally will use this company forever

The order was delivered very promptly by Yodel, with attention paid to delivery instructions. One of the items ordered was missing but it was dealt with very swiftly and pleasantly with one phone call. A replacement was ordered then and there, that is what I call service and would certainly order from them again.

Have been ordering from Whittard for a few years now, including coffee, tea and other items for ourselves, as well as gifts for other people, and every time (10+ orders) has been a good experience with product quality, delivery and customer service. I recently ordered some gifts for xmas and the parcel was delivered by Yodel and left out in the rain damaging the items, I told Whittard and they sent out a replacement order straight away. This replacement order was then amazingly lost by DPD. I emailed Whittard and thinking they would be funny about sending a third order, they called me back apologising again and sent a third order (which I finally received in good condition!) They then called me after it arrived as a courtesy call to make sure I had received it and was happy. Super impressed by their customer service. They're one of the only brands that make me want to stay as a loyal customer!

Fantastic service and arrived within 2 days. Lovely hot chocolate, would highly recommend.

The ordering and delivery has always been very good but we used to have some nice flavours but they have been reduced and the choice has dwindled down to just a few and the flavours I and my friend liked are no longer available so we don't buy so much now and I'm sure we can't be the only ones.

Ordered various items for my wife as a present, all of which were in stock when I placed me order. Recieved two emails, the first said my order was dispatched (great) and then the second said it was cancelled. Reading the second email they clarified some of the order was out of stock, so they'd only sent half my order. If it was in stock at the time of me placing the order (and indeed now the site still says its on stock) then how come these items were cancelled? Having an earlier communication would've let me either switch them for another item or instead cancel my order completely, instead I'm left with a very underwhelming present as a chunk of its missing. Not impressed!

I've been buying coffee from Whittards for several years - first from their Nottingham shop then, during lockdown and afterwards, I've been buying online. I ordered last Saturday (12 November) and my order status today (16 November) is Received and Awaiting Packing. Not a big deal you might think but looking back over my previous orders the longest period between ordering and shipping has been three days. In fact, most orders have been shipped the day after ordering. Whittards haven't notified me of any reason for a delay and I have to assume it's because of a deteriorating customer service. It's prompted me to look online for other suppliers of my usual coffee (Monsoon Malabar) and I've found cheaper suppliers who deliver the next day. Unfortunately, Whittards, it's time for us to part company.

I bought tea here a few times and the store staff was so lovely!

Fantastic selection of teas and coffees, I love their products. They often have special offers which I love taking advantage of. Otherwise it all gets a bit pricey. Always had really good service from them

I have to say the gingerbread, maple syrup and cinnamon flavoured coffee is the best coffee I’ve ever tasted. My brother and sister-in-law highly recommended it and I trust them with my LIFE! It’s so good that we cleared out a whole shelf in our pantry just to display it. Thank you Whittard’s and more importantly, a special Thank you to my brother and sister-in-law for introducing us to this coffee! 10/10

I've always had a varied experience of Whittards, for the quality you actually get it's very expensive. I was stopped by a sampler girl at Nottinghams Whittards outlet last weekend She was very hard to understand & seemed to gabble. I asked her to clarify what the liquid was in tiny thimble cups (it looked unapertising). The Whittards presumably minimum wage employee presumably thought this was unreasonable and I got a rude and condescending attitude from her. It gets worse unfortunately - I'm not especially bothered howerever attitudes as poor as this are a management issue as the employee is representing the brand. I emailed customer services and the CC'd in the 'CEO'. Unfortunately no response.. Logical conclusion - Whittards do not give two hoots abouts their customers. I certainly won't be giving them custom again, far better coffee available on the High Street. Update - Presumably after seeing this review Whittards have mysteriously found my original email, replied and offered me 2 vouchers which I have naturally refused. What a shocking way to do business

No problems with ordering or delivery.Order included tins of biscuits,one of the tins the biscuits were broken.Sent an email, customer services were wonderful offered me replacement or refund.All sorted in no time.Thankyou

I have honestly been so disappointed with this company. I thought what a great idea sending a gift to the nurses that have just looked after me after an major operation. I tried calling!! Emailed 4 times because I realised I had put my name as the person it should be delivered to NOT the nurses names!! The address is correct but….My fault yes but easily done and I can not believe someone has not contacted me back to rectify this!!!!! NO customer service at all I feel so so disappointed that the nurses will probably NOT get this well deserved gift!!!

Not impressed. First time I’ve ever used this online, it crashed when I tried to make the order the first time, then when I ordered next day delivery (around £7) I was told the next day that my parcel would be delayed to Saturday. Got a refund but won’t be using the website again, I’m sticking to the shop

Delicious teas,hot chocholate mulled wine bought on Christmas and is perfect for gift teachers,friends is absolutely 💯 👌 😋 😍 🙌 👍 💯 👌 😋 😍

Purchased Assam TGFOP1 2nd Flush Loose Tea. Excellent strong tasting black tea. Seller is highly recommended as always.

Returned order 03611479 on 10th February using their free post address - the Rocky road, 2 raspberry ripple and white chocolate hot chocolates were not good and by their own returns policy, they will refund opened goods if they’re not your liking. I only kept their banoffee because it was a nice banana taste (remotely no toffee though)… I then went on holiday on 12th Feb, and saw no refund appear on my Amex card after 14 days. I emailed them via their online message system on 28th Feb with zero reply. That type of service from any company rattles the bejesus out of me and like their chocolates, it does leave a vile taste in the mouth like you’d seriously consider using companies like that if they show zero after care service. Chargeback will be opened today with the POP as evidence and they can suffer the chargeback fees applied by AMEX. I do not recommend their hot chocolates anyway for the Velvetiser 🤢 but ultimately, I wouldn’t touch them again because of the lack of service.

Best hot chocolate ever. Deffo reccomand signing up there their club. Love the freebies

I have a velvetiser so thought I’d give your company a go to be honest didn’t expect much from a chocolate powder. But wow was totally wrong.…… recieved my first order Monday. Placed another order same day received today. And have had to place my third order this evening. I’m a whittard convert…. I usually use chocolate flakes from hotel chocolate but now. I’ll continue purchasing whittards. Tried the crem brûlée raspberry ripple peanut butter and others. My daughter absolutely loves your chocolate it’s smooth creamy and fluffy I use three heaped teaspoons I was so so wrong thinking it would be just another tasteless powder Whittards of Chelsea. Fab fab fab flavoured hot chocolate. Topped with your marshmallows heaven……………