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Our priority is to buy the best, listen to our customers and provide them with an exceptional range of products.
Reviews 846
Sarah
Dec 20,2023Ordered some Xmas gifts from this company that unfortunately were not delivered to the correct location by the courier. Contacted Whittard directly through their website and got brilliant customer service from Sophia who was quickly able to resolve the problem, thanks so much!
Deborah Hester
Dec 16,2023My experience of ordering from Whittard of Chelsea was not a particularly good one. I ordered the items as a gift for a very dear friend who had recently lost her father. Knowing Christmas is a particularly difficult time for people who have lost loved ones. I wanted a luxury gift to hopefully give some cheer during the Festive period. Knowing she loves hot chocolate I chose Whittards to send this gift. I ordered the items at the beginning of December, I did not see a 'box' to be able to select a date of delivery. I sent the online order, forgetting to add a gift note. So I emailed Whittard straight away and explained this and asked if there was a way to add a gift message. I have copied and pasted the reply I got below. Telling me I was unable to do this. Hello Debbie, Thank you for your email. Unfortaunetly once an order has been processed we are unable to amend the order. We apologise for the inconvenience caused. Best wishes, Olivia Customer Service Advisor I then a few days later I had to contact Whittard asking for a Tracking Number, which I finally received. Over the next week I looked at the Yodel tracking site to discover that the items I ordered were still with the sender. I contacted Whittard again via email, asking for this to be investigated as to where my gift order was. When I received a reply I was told there had been a 'glitch' at the warehouse and that my order had not been fulfilled. I was offered a refund or replacement. I opted for a replacement to be sent out ASAP. Finally I got an advisor (I dealt with Sarann), was helpful and sorted the problem with my order and my friend finally received her gift yesterday (Friday 15th December) and was delighted with it. I ordered from Whittard because the products are the luxury end of the market, and that it is a well established business. I was not impressed by the lack of care or understanding by the first advisor Olivia or the company policy that I could not add a gift message to my order, after I had mistakenly omitted to add it to the order. I emailed Whittards immediately after the order was sent in. I was not asking for items to be added or deleted from the order. All I was asking was that a message was added. I hope the company can amend their policy so that other customers can add a message to their order if they have inadvertently omitted to add it at the time they place the order.
Leslie Holmes
Dec 16,2023Delicious coffee and excellent customer service. We frequently order coffee online both for ourselves and for gifts. Our last order was a large one and unfortunately one of the bags had split (this hasn't happened before) and whilst I'm sure the coffee was fine to drink we had intended to gift it. I contacted Whittards and Olivia responded promptly and helpfully and a new bag of coffee is on its way to us. Very impressed by their helpfulness.
Andrei Caraman
Dec 14,2023Amazing tea products, always been in love with them and a big fan of Whittard's products. I recommend their amazing products! Also an amazing customer service, sorted out my issue in no time!
Gill Claireaux
Dec 14,2023Order did not arrive. I contacted customer services and received a prompt and courteous reply from Olivia. A duplicate order was dispatched and received soon after, together with the original order! Lovely products. Excellent customer service.
Miss Linzi Miles
Dec 13,2023I ordered four tubs of hot chocolate for Christmas presents and two had opened during transit. It was such a mess but I took a photo and started talking to customer service and it was solved very quickly. Thank you so much Sophia for your help.
Lindsey Wallace
Dec 13,2023I placed an order on 19th November and I am still waiting for receipt. I had an email on 26th November to indicate there had been an issue but order was due to be despatched. I have emailed four times since then but have had no acknowledgement. I have requested a response or refund but have heard nothing. Is the company still in business? What is going on? Well a parcel has arrived via Yodel so very grateful to get my order just in time for Christmas. I don't think I will be ordering again, based on such a stressful experience, I'll probably limit myself to buying in store.
葉又慈
Dec 13,2023Customer service representative Sophia patiently assisted me with the issue. I am very grateful to her because I had been unable to use the discount code, and it seemed like there might be some issues with the website. Despite that, her attitude was excellent. She kept in constant communication with me, and I feel the assistance was significant!
Consumer
Dec 12,2023Huge shout to Sophia at Whittard who went above and beyond with their time to help with my order. Have always loved Whittard, so to know the people working there care as much as they do makes all the difference!
Nina
Dec 09,2023Excellent service from Sophie
HollyL
Dec 09,2023Thought I had a missing parcel, turns out it was mixed up with all my early Christmas orders, but Olivia was very helpful and then also understanding when I realised my error!
Yasser Abuharba
Dec 09,2023Great customer support
David Harding
Dec 08,2023Fast, easy and perfect customer support! I had a small issue and it was solved pretty much right away!
Denise Wallace
Dec 08,2023The customer service I received was excellent. I was kept up with the progress of my issue with a parcel that I never received. ( not down to Whittards it was down to Yodel who caused the issue). I will continue ordering from them as products are great.
Shane Charles
Dec 07,2023I had a minor issue with an order bought online as a Christmas present for a relative. I contacted Whittard and was helped by Olivia who was pretty fantastic from start to finish. Issue was resolved rapidly and with transparent communication throughout. Contacting a company about a problem can sometimes be stressful and a bit of a battle. Not at all with Whittard. Really impressed and grateful- thank you Olivia.
TingHsuan Chang
Dec 07,2023There were several items missing in my parcel. However, once I wrote email to Whittard, I got reply quickly. Olivia answered all of my questions patiently and deal with my order professionally! It's not a good experience at beginning, but end up with amazing feeling. Thanks to Olivia :)
Elsa
Dec 06,2023I ordered 16 products on 24 Nov on their website. I received the order with only 9 items on 1 Dec. I cannot believe there are so many missing products, which made me sick. On 3 Dec, I sent email to tell CS about the missing items with all necessary information such as order number and photo of the delivery. The CS should be able to follow up and send the missing items to me immediately. However, they just back and forth asked me to confirm what are the missing products and confirm the delivery timeframe. The CS even said they cannot do express shipping and asked me to wait for 3-6 working days. I used to be a loyal customer with Whittard, but after this experience, I will need to consider other brands right now.
Gabi Carvalho
Dec 06,2023I am a big Whittard fan, so I was in love when the Alice in Wonderland collection came out! I got the lovely teapot party for one as a Christmas present for my mom and unfortunately it was chipped without me noticing on first glance. I contacted Whittard and Sarann was the best at sorting everything out! I’ve never been so impressed with a customer service before and they were incredible! Thank you Sarann! You definitely saved my Christmas!
Consumer
Dec 06,2023Sophia provided exemplary customer service in checking the status of my order. I was panicking I wouldn’t get my order in time to send a gift in time for Christmas, my mind is now at rest! Thanks Sophia!
25 Western Avenue, Milton Park, Abingdon , OX14 4SH, OXON, GB
http://www.whittard.co.uk
Z Han
Dec 20,2023Very efficient customer service, Sophia helped me go through the refund process in 15 minutes. No waste of explantation, solve the issue immediately. They made my day!