Damaged items from Thorntons

loobylou232

I've just received my hamper with a broken santa and one bag of chocolates missing. I have e-mailed CS to see what they say. like Slybuys, I am quire happy to take the individual smashed Santa into a shop for a replacement but I really can't be bothered returning the whole thing - it's taken nearly three weks to arrive as it is and I can't take the risk of not having anything for presents. This whole thing has just completely put me off Thorntons on-line and I won't be ordering from them again.

slybuys

loobylou232 wrote: »

I've just received my hamper with a broken santa and one bag of chocolates missing. I have e-mailed CS to see what they say. like Slybuys, I am quire happy to take the individual smashed Santa into a shop for a replacement but I really can't be bothered returning the whole thing - it's taken nearly three weks to arrive as it is and I can't take the risk of not having anything for presents. This whole thing has just completely put me off Thorntons on-line and I won't be ordering from them again.

EXACTLY my point... its a blooming large box, and I can't park that close to a store to lug it ALL back... I just think its pretty bad. By all means pay for a courier to come and pick it up if you are going to insist on an exchange rather than just a replacement but I am not taking it back, I shopped online for a reason!

And to the person who smugly said - to avoid all this shop instore, FYI they don't do hampers (atleast not these ones) instore!

andy.m_2

I beg your pardon, I misunderstood your post to read that you were disappointed that you had to return the dodgy hamper in order to get a new one.
I.e. you wanted to keep the old one and get a new one.

There has been a spate of these type of CS claims recently.

Again, I'm sorry

ks70

Give them a call, they are back operating just about normally now, I have just spoken to a lovely lady who is replacing the couple of bits that were damaged in my order and they should be here tomorrow. The lady also said they now have a dedicated team working their way through the emails but it is taking time, I emailed Monday but didn't get a reply so gave them a ring on the off chance.

supermum4

I would ring them again as i had a santa and a box of chocolates damaged in my hamper and theyare sending replacements and told me to keep the damaged ones oh kids will be pleased when they come in from school

Kefte

What's the best number to ring? And is there an e-mail incase I can't get through, tried the one on the site custserv@thorntons.co.uk but keeps being returned...?

Kefte

Just found 0800 454537 -holding though...

Vik_36

I'm expecting mine, I made two separate orders and paid £5.99 for each one via 24 hour delivery. I was sent an email last night stating the parcels had been sent. Then I got a call this afternoon saying sorry we're sending them tonight as they couldn't fit on the van..hmm I'll contact CS for a delivery refund then.

prettypennies

I have been waiting 2 weeks for my winter wonderland hamper now. It was orginally out for delivery with Hermes, but the order has now apparently been taken over by UPS. I phoned Thorntons to chase the parcel and was told to email customer services, who have not replied.

I tired ringing again today at 8pm (when Iwas told lines would be quieter) only to get a message saying lines were closed and to ring back between 8am and 10pm.

I have now emailed again to ask for a refund as I don't want the hamper anymore as I have had to buy alternative gifts. I was planning to split the hamper to give out as secret santa and school teacher gifts.
:(
I know the weather was bad a few weeks ago by me but everything else I have ordered from other companies has arrived within a few days.


EDIT: Here is a pic of what eventually turned up on December 21st!!!