I am stunned by how fast and thoughtful Whittard’s customer service is. Someone called Imogen makes ordering from them online such a soothing and pleasant experience for me, every time. And I love that I can order Christmas items as early as in September, and get my Christmas gifts before the postal traffic gets crazy in December. (I live overseas.)
Review by Ridha2 months ago
Up to the last wk end I would have given them a 5 Star rating. However on my last visit the tea I buy ( white Peony) had been changed from leaf tea to a mixture of leaves and twigs, twigs being in the majority. I of course queried this and was told “they believed it made a sweater drink”I can assure them it dosen’t, what it does do is get rid of there waste twigs and double the cost as it now takes twice the leaves to obtain the same result as previous.
Review by RalfK Massina4 months ago
Great service and helpful staff, they let you try before you buy which is a bonus, a tanned girl who is a Uni student served me and was awesome (didn’t catch her name) if i get chance i shall use this shop again! Thankyou.
Review by Patricia Jane4 months ago
I went to the store at cheshire oaks store today and wanted to buy a pink lemonade.
These were priced £7 each but 4 for £20. Only wanting the one and being happy to pay the price, I was told that the shop was not allowed to sell multibuy products separately any more and I had to buy the 4!
Unfair business practise to say the least. If a customer wants one item they should be well within their rights to buy this and not pushed to buy more especially with the "sugar awareness" which is going on.
Review by DerekF5 months ago
Customer service absolutely appalling, didn't want to help considering our local store is closing down on Friday, They use YODEL so watch out! Not prepared to let me re-order with DPD even though I offered to pay again. Order four days ago and no sign of the item yet and YODEL don't even have the item in their possession. Absolutely dreadful negative attitude. The woman I spoke to said the word "can't" over ten times in the space of 12 minutes. AVOID. No wonder their high street shops are closing down!
Review by Kraiklyn8 months ago
Ordered a teapot online with a 3-5 delivery estimate. Five days passed, no teapot. Checked online and my order was still processing! Sent two messages over the following days to see what was going on.
No response, they did however manage to send me marketing emails.
Called them, after an age on hold got through. Put on hold again as they tried to find my order.
My order will be over a week late and it took a lot of effort to find out what was going on. Shan't be using them again.
Review by Dezayo8 months ago
Great coffee and tea range and quality
Review by JimmyC Serge8 months ago
I placed an online order of mainly tea on sale on 27/12/18, was sent a mail informing me of the cancellation of one of the items (which was non sale, so no idea why it was cancelled), and a refund for that. The order arrived on 7/1/19, containing only half of the products I had ordered (I wasn't charged for the missing ones) with no explanation whatsoever. As it was a weekend, customer service wouldn't answer the phone, so I sent an email asking why items were missing that were even at this point still available online, and despite another email never heard again.Several unanswered phone calls and voice massages later I managed to speak to someone today who told me she had no idea what happened and unfortunately all sale items I wanted were NOW out of stock, so just too bad.
Absolutely appalling customer service, I have never experienced anything like it.
Review by Radazona9 months ago
Paid for next day shipping on Dec 11 and still haven't received my parcel on Dec 13. When I called to inquire, was put on hold for 10 minutes after which I was forwarded to an answering machine. Missed secret Santa in my office now because of this. Really poor, will not order again.
Review by Medicash9 months ago
Love Whittard's. I have been shopping here since I was 16.
First time ever I had a little issue. Customer services was amazing and more than sorted my issue.
Great company, great products. Thanks Whittard's
Review by Rosaura9 months ago
Very good products, pleased with my orders over the years. English breakfast loose tea is very nice and highly rate it.
Review by Ojakula Oja9 months ago
I placed my order in 27th Dec. My order was tracked in belgium, 3rd Jan and until today(10th Jan) It's not in my hand. I'm an international customer from asia, so i thought it could be late that I expected. But when I saw that my parcel was in belgium with no change for a week, when I e-mailed them twice and when I contact them in theri site, They give me some automatic reply e-mails. So I was really mad at their way of communicating. I will never use Wittard.
Review by Irelin9 months ago
Terrible experience. I placed an order 5 days ago and it is still in processing. Just like the other reviews here - no communication, no responses to emails, nothing. Absolutely appalling service. I'm going away for Christmas and this item won't arrive in time. How difficult is it to dispatch a box of tea on time? Complete and utter joke. Won't be ordering from these clowns in future.
Review by Praygod10 months ago
What has happened to what was a well respected brand and company? My last shopping experience with them was horrendous! The lack of acknowledgement to emails was not only very frustrating but exceedingly rude. I received a damaged item before Christmas (which was intended as a gift). However, I proceeded to contact them immediately upon taking delivery on 19.12.18 in the hope that a replacement could be sent out. However, I received no response until 25.1.19!! After emailing them a further two times. I was informed that the item is no longer in stock (as if this would be required after the event-Christmas) and a refund would be issued for the damaged item only. There was no goodwill gesture offered as a means of apology for ruining the experience and intended Christmas gift of the recipient.
I used to be a loyal customer and always shopped with them, but this has really put me off shopping with them in the future. I cannot ignore the very poor customer service and the lack of acknowledgement or attempts to make amends. Its a great shame, but can not imagine that they will last much longer if they place such little importance on good customer service.
Review by DevilDears Womyn10 months ago
The coffee is very good, but my god they must think that their name sells it and you will tear your hair out every time you need to stock up. The service is the worst I have encountered in a very long time. I have given up now and found an alternative supplier just got to try and cancel my order which will no doubt be challenging; since starting to use Whittard's (initially ok service) the website has been made more difficult to use, the packaging has become cheap and nasty and now they can't even tell you when a delivery is arriving - even though paid for next day and called them but they have no idea and would like to think within the next 3 days!!!!! I emailed them as they suggest to check an order before calling but the auto response suggests they hope to get back in 2 working days but could be longer. They charge a premium price for an awful service and are cutting costs in every way. A very frustrating experience, buying coffee should be enjoyable not challenging.
Review by Deanomay Allderidge11 months ago
I ordered tea and etc on 7th of December, and it still hasn't shipped. I need this package before Christmas, but if they don't send it soon, I will have no gifts for Christmas.
UPDATE: It was sent on the 13, aka 6 days later, it's in Belgium now and there is no way I'm gonna get it before Christmas.
Very disappointed, won't order again.
And yeah, customer service ain't good, didn't get an answer.
Review by KeithAcoveno11 months ago
I ordered online loads of Tins of hot chocolate and Grand Coffee as the gifts for our China trip. The delivery arrived in time but I was really unsatisfied with the lids of hot chocolate tins - there were scratches on all of them. However, they were acceptable though they were not looked nice. However, the taste of hot chocolate and coffee were awful - totally not as described on whittard web site. To be honest, I could pick up any hot chocolate/grand coffee in a supermarket which could have much better taste than Whittard ones even with half price. It's shame I chose Whittard hot chocolate/grand coffee as the gifts which are unreasonable expensive with poor quality and terrible taste.
Review by Mainak1 year ago
Ordered some tea for a pickup 6 days later. Still no confirmation of order despatched 5 days after order. No reply to email (infoatwhittard.co.uk). No answer from 'Customer Service' telephone number. With service like this it sounds like a company on the way out....
Review by TexasKT Riwlands1 year ago
I ordered a teapot at the beginning of December for a present. I had an e-mail saying it was on the way, nothing happened. Two weeks before Christmas I phoned them and was told lost in post and the amount would be refunded to my account. Still waiting! Unless I hear soon , will take this further.
Review by GoodKarma Mysa1 year ago
Had issues down to the shocking Hermes delivery service who claimed to have been twice but left no card and in fact have proved no delivery people came other than Royal Mail on the cctv attached to the door. The parcel was stuck in Hermes network and they resolved the issue quickly by sending a replacement out by DHL which arrived fine the next day, before they even received the one they sent back from Hermes. My advise is bear in mind they use a substandard delivery company who’s standards don’t even meet the standards of delivery companies in third world countries, I should know I lived in one for a number of years. Despite this their customer service is good! Product was well packed and exactly as ordered.
Review by Claudz1 year ago
FAMILY MEMBER RECEIVED A SAMPLE OF A PRODUCT WHICH I TRIED AND LOVED. WENT TO STORE TO PURCHASE TO BE TOLD YOU NO LONGER SOLD IT.
WENT ONLINE SAW THE PRODUCT SO YOU DO SELL IT , VERY ANNOYING. ORDERED IT. ORDER/DELIVERY WAS AWFUL. I EMAILED YOU ON 19/12/2018 AND YOU REFUNDED MY POSTAGE BUT HAVE NOT RECEIVED A RESPONSE: WHICH I EXPECT.
TO ADD INSULT TO INJURY I WENT TO ANOTHER STORE WHERE I WAS GREETED WITH A WALL OF THE PRODUCT YOU APPARENTLY NO LONGER SELL. SO I WAS LIED TO BY A STAFF MEMBER. I WILL SEND ONE MORE EMAIL BEFORE NEVER SHOPPING WITH WHITTARDS AGAIN AFTER MORE THAN 20 YEARS OF DOING SO. DISGUSTING SERVICE ALL ROUND.
WHY AFTER I PLACE A BAD REVIEW WILL YOU LOOK AT RESPONDING TO MY EMAILS? A MONTH AGO I SENT AN EMAIL; AND HAVE SENT 2 SINCE. WHY ARE THEY NOT BEING ANSWERED? AWFUL SERVICE. PROBABLY THE WORSE I HAVE ENCOUNTERED.
Review by Hoodrixh1 year ago
Shocking service I placed an order on the 5th December we are a month on they have still not responded avoid using them
Review by Richem Ovtchinnikov1 year ago
I went into whittards today with my friends , especially to get a birthday present , he is home from university and it's his birthday so we wanted it to be special , the staff were amazing , Charlotte helped us with our purchase , and !ooked after us , she was so friendly and helpful , once at the till we were joined by Nadine who helped with the wrapping , who was also lovely and friendly , it's not often you get served by such lovely ladies , and we wanted to make sure you recieve our compliments thank you Yvonne and Thomas .
Review by Mikesobol1 year ago
Terrible service. Nine days after placing the order and still no sign of it, completely missing the birthday it was intended for.
Placed the order and continued to check on its progress via the tracking link Whittard sent but the courier site continuously said "expecting it". Phoned Whittard twice to ask about it with no answer on the phone (feels like someone is running the operation from their garage in their spare time). Eventually got through and was told my order had been lost in their system and they would have to place it again. Embarrassing service, particularly paying £3.95 for delivery.
Review by Tieumai1 year ago
I bought Instant Matcha Latte product. The box of 425g contains only 25g of matcha (green tea powder) and 400g of sugar! They are saying this is perfectly legal, but you can’t call something a latte which does not contain at the very least some milk powder. They should change the name to Instant Match Sugar instead. Poor product and poor labeling. I was a fan of Whittard, but will now stay clear as you can’t trust they’ll sell you a quality product.