Thorntons £10 for 2kg surprise chocolate and toffee

janeroser_2

POPPYOSCAR wrote: »

I agree with you.

But surely what was ordered in this case was a 'surprise package' so poster cannot say they did not get what they ordered.

I ordered a festive hamper at Christmas half was missing the rest had no resemblance to what was surposed to be in the hamper. When I rang they said they have the right to substitute items that were not in stock. I got toffee instead of fudge etc etc. The whole conversation with customer service was terrible and was more or less told you get what you are given tough. Wonnt be bothering with them again.

POPPYOSCAR

janeroser wrote: »

I ordered a festive hamper at Christmas half was missing the rest had no resemblance to what was surposed to be in the hamper. When I rang they said they have the right to substitute items that were not in stock. I got toffee instead of fudge etc etc. The whole conversation with customer service was terrible and was more or less told you get what you are given tough. Wonnt be bothering with them again.

Did you ask to speak to a manager and ask for a refund?

I would have been very unhappy if I were you as well and would have taken it further.

redwhiskygirl

POPPYOSCAR wrote: »

I agree with you.

But surely what was ordered in this case was a 'surprise package' so poster cannot say they did not get what they ordered.

It did say it was a surprise package which would include a mix of certain items, then subsequent to my ordering they added more to their list of what may be included and I received mostly the extras they had added. So when I ordered the list didn't contain chocolate santas, kids sweet boxes or other miscellaneous christmas things. They had altered the description of the item between my ordering and then receiving my parcel.:(

POPPYOSCAR

redwhiskygirl wrote: »

It did say it was a surprise package which would include a mix of certain items, then subsequent to my ordering they added more to their list of what may be included and I received mostly the extras they had added. So when I ordered the list didn't contain chocolate santas, kids sweet boxes or other miscellaneous christmas things. They had altered the description of the item between my ordering and then receiving my parcel.:(

I do appreciate that and I think Thorntons should give you a refund and without you having to lug it all to the shop!! But you would have to push the point with them and complain higher up if need be, and from what you have said you don't really want to do that, so your best option is to take it back to the store and get your full refund from there as you plan to do.

freebird65

Ah ok - apologies, Poppyoscar, I hadn't read the whole thread so didn't notice that bit. DSR's still apply if the options were changed between order and delivery, but if redwhiskygirl doesn't want to complain higher, then you're right in saying she may as well take it back to store.

Karlie88 is also correct in stating the no quibble refund...BUT....depending on what Thorntons' T&C's say, the buyer may be liable for return postage costs.

It's a minefield, this chocolate obsession!

karlie88

all the fuss above about chocolate?!? lol

POPPYOSCAR

I hope someone from Thorntons is reading this thread and can see how many disgruntled customers they have.I have always had good customer service from them in the past but it would seem from some posters that this may be changing, which is a shame ,as I always use companies that care about their service to customers and customer satisfaction.

janeroser_2

Re my last post. I was not having a good day my Festive hamper arrived on Christmas Eve then on Christmas day when I opened it to give my grandson his chocolate Father Christmas low and behold it wasnt there. I looked for the fudge to give my husband and guess what it wasnt there. Thorntons didnt open until the New Year so by that time I had just about had enough . All the girl on the other end kept saying was HOW BIZARRE and ofcourse that annoyed me even more so they can go whistle.

amancalledchip

suprise chocolate and toffee

whats the surprise, you get 0% chocolates and 100% toffee.

POPPYOSCAR

janeroser wrote: »

Re my last post. I was not having a good day my Festive hamper arrived on Christmas Eve then on Christmas day when I opened it to give my grandson his chocolate Father Christmas low and behold it wasnt there. I looked for the fudge to give my husband and guess what it wasnt there. Thorntons didnt open until the New Year so by that time I had just about had enough . All the girl on the other end kept saying was HOW BIZARRE and ofcourse that annoyed me even more so they can go whistle.

Have you tried emailing them with a complaint? I would, even now.