Damaged items from Thorntons

ks70

I have read on here that some people have received damaged items from Thorntons, I always ring them and they replace the item for you straight away on express delivery. They really have very good customer services and will replace your damaged items ordinarily without question. Hope this helps someone. Found this on their website;

My parcel is damaged.
Please accept our apologies that your gift has been damaged, we can either offer to replace the damaged item(s) free of charge and these are delivered on our Gold delivery service or the damaged item(s) can be taken to your local Thorntons store where they can be exchanged. If you would like your replacement gift to be shipped by courier, please click on the contact below. If you could state your order number, the item(s) damaged, the packers number (hand written on top right corner of address label) and the address for this to be sent to, this would assist us to resolve this issue as quickly as possible for yourself and we will email you to advise this has been done and when to expect your replacement parcel.

robstersgirl

does damage include me nibbling a bit ??

loobylou232

ks70 wrote: »

I have read on here that some people have received damaged items from Thorntons, I always ring them and they replace the item for you straight away on express delivery. They really have very good customer services and will replace your damaged items ordinarily without question. Hope this helps someone. Found this on their website;

My parcel is damaged.
Please accept our apologies that your gift has been damaged, we can either offer to replace the damaged item(s) free of charge and these are delivered on our Gold delivery service or the damaged item(s) can be taken to your local Thorntons store where they can be exchanged. If you would like your replacement gift to be shipped by courier, please click on the contact below. If you could state your order number, the item(s) damaged, the packers number (hand written on top right corner of address label) and the address for this to be sent to, this would assist us to resolve this issue as quickly as possible for yourself and we will email you to advise this has been done and when to expect your replacement parcel.

Do they take the damaged item away or do you get to keep them?

Issyc

robstersgirl wrote: »

does damage include me nibbling a bit ??

LMAO! Of course it does!

angbrads

My oh bought me some chocs from thorntons recently and when they arrived the parcel was opened already and the box a little bashed. I told him to call them but he never did. We thought it was the couriers fault. Couldn't have thought they left thorntons opened up. It's a pity they have a history of goods being damaged cz it would make me think twice before ordering a gift to be delivered from them. I know he should've complained to give them the opportunity to fix it.

slybuys

angbrads wrote: »

My oh bought me some chocs from thorntons recently and when they arrived the parcel was opened already and the box a little bashed. I told him to call them but he never did. We thought it was the couriers fault. Couldn't have thought they left thorntons opened up. It's a pity they have a history of goods being damaged cz it would make me think twice before ordering a gift to be delivered from them. I know he should've complained to give them the opportunity to fix it.

The chances are they would have claimed off the couriers anyway if it was severely damaged, they would deffo have replaced them!!

shirley999

I had several orders from Thornton last Christmas. Two of them were extremely well packaged. The other had a damaged box of chocolates in it because it hadn't been as carefully packaged. It was only the box that was damaged; the contents were fine, but they clearly understand that when you are giving them as a gift you don't want bashed boxes. They replaced the item and we were left to do as we pleased with the damaged box.

I can definitely vouch for their customer service, unlike many other suppliers who I could name and shame Bhsut I won't Tescorouble you with tales of my poor customer journeys!

dawyldthing

I worked on customer services for them at Christmas a few years back and they do care about the orders. If you do phone up they take the complaint seriously and they are all logged and chased to make sure that the problems are resolved. In addition there is an 0800 number if you scroll through the numbers and they will put you through to customer care who will deal with your complaint

dawyldthing

and you do get to keep the damaged item due to health and safety, plus all your orders over the years are kept on their system

hvd201

I received an order from Thorntons and the 6 lillipops I ordered were smashed up, I emailed them 4 days ago and no reply yet. I guess they have a backlog with people unable to get to work due to the snow, I'm still disappointed though as their phone customer services were 'unavailable' so I hoped they would be redirecting these customer representatives to answer emails which in all honesty they could do from home online.

dawyldthing

One of my friends are currently working for them and they had to shut it all up on Thursday due to the bad weather in the area, but I know when I was there we used to keep a log of all the calls and what was said so that if anyone else dealt with the call then they knew what had happened. If you got the free delivery it used to be Parcelnet that delivered, the premium was ADR I think or something like that (it was a few years ago when i worked for them) but if you phone and can't get help ask for a supervisor/Kizzy/ Ann and phone on this number: 0800 454 537 as you will get through a lot quicker generally plus its free as everyone in there are on different departments