Thorntons Grrrrrrrr!

***cupcake***_2

:mad:

i am really disappointed with Thorntons.

I placed an online order on Saturday for £25ish as it was free delivery for all orders over £25. Order containing birthday, valentines and thank you presents. And a couple of goodies for me and mine

I was charged for the delivery, and several of the items were 'out of stock' so they has chosen something else to send randomly instead. The replacement boxes they sent weighed under HALF the weight of the originally ordered boxes. The parcel had been left at my door with the Box torn, squashed and some smaller items were missing. No idea what happened to my order during transit but it looked like it had been through quite an ordeal.

So I rang CS and politely explained the problems.

CS Reply made my blood boil as they couldn't care less -

They are allowed to substitute items if out of stock for items of same or greater value. Several hugely over priced substitutions were made, for random products less than HALF the weight of the boxes I had ordered originally. And not even of a similar type! It seems they can send you any old expensive products (and some of their stuff is HUGELY over priced I know) when they run out of things you order as long as their 'value' is the same or more than the ones you order. :eek:

When I explained this was not acceptable, and I wanted the items ordered, they said there was nothing they could do. So I asked to reject the order under the DSR's - I was told I had to return the order at my expense. I queried this. They would not budge.

I was also told As I had 'accepted delivery' (box dumped on doorstep) I had to arrange my own return via courier. They would not help.

I asked to speak to a manager. None available. I was told I could be called back within 24 hours. I'm still waiting.

They have though, refunded my overcharged £3.95 postage ( charged because someone did not programme the computer properly it seems)!

I will not use Thorntons again. I'm appalled at the service, the products and the attitude. :mad:

balmk

I've used Thorntons a number of times and found them to be very good, so it sounds like you had a really rough deal with them.

They are correct that you need to retunr the items at your own expense - under DSR only the original sending costs are refunded.

The courier made an error in judgement in leaving them out - probably thought they were doing you a favour.

If you haven't had much joy with them on the phone, try complaining in writing via their contact form: http://www.thorntons.co.uk/custserv/contactus.jsp

Keep your contact with them simple, listing the facts and what you expect them to do about it. Your main points are that the substitutions are unsuitable and that the box was damaged, meaning that there were items missing.

Good luck and keep us posted!

***cupcake***_2

Thank you, I had done the contact form initially on Saturday over the postage overcharge but had no reply to that either.

I'm cross because it is their error, And I have to pay to return. They have substituted inferior weight items to suit them, not me.


Well as I say, lesson learned. Thorntons won't be seeing my hard earned money again.

ThumbRemote

You do not have to pay for items you are returning if they were damaged on arrival.

I'm also unclear whether there terms and conditions stand up legally. The items you received are not 'as described' and so you are quite within your rights to reject them - in which case they must pay return costs.

Own_My_Own

You are not the first poster on here to have problems with Thorntons. There was quite a few problems with there Christmas hampers having poor substitute items. They are now not somewhere I would order from.

If you look up Thorntons in the Forum search, you may find the answers to your questions.