“Lowest score I could give. I ordered 30 boxes of chocolates for employees but box arrived damaged with chocolates missing. Reported this and provided pictures - twice - but although the helpdesk lady was polite and forwarded on my complaint, this was ignored and absolutely no reply received. More important is that I was invited to give a review, which I did and was then advised that my review would not be shared. Avoid if you expect any customer service”
“special toffee is now just like fudge, completely ruined - will not buy again unless they revert to the original recipe. this was the only toffee I ever liked so huge disappointment. same problem with the Viennese truffles - recipe changed, product spoiled.”
“I thought it was just me but what has happened to their toffee. This was my Dad's favourite and one piece would last ages, firm and chewy. I bought a box recently and it is awful, no chew at all, just disolves, it is just sugar now. Will definitely not buy again.”
“Have to agree with previous comments made, Thorntons Special Toffee texture and taste has definitely changed, and not for the better!
I had my first bag in the 1960s and still have the occasional bag now.
Bought a bag last week and thought I had mistakenly bought some fudge.
Then I thought it had 'gone off' or been stored incorrectly.
HOWEVER, I contacted Thorntons customer services and spoke to Ayasha (hope that's the correct spelling) and, after hearing about my issue, she immediately offered a voucher to replace my bag.
Fantastic service from Ayasha, thank you.
Please Thorntons, go back to your original recipe!!”
“I haven't bought thorntons toffee for a few years until recently. ...The new recipe is yukkkkk. Its too soft and no longer is a toffee more like a fudge. Even when you stick it in the freezer to harden it up it doesn't Bring back the old toffee...”
“have been a customer for years and love the special toffee. the new recipe is horrible, far too fudge like and soft it tastes as if its been stored for ages with the outer part soft and crumbly rather than the hard toffee I knew and loved -very disappointed .
The viennese truffles are also ruined, different chocolate and just not as good - sorry, you've lost a regular customer !”
“Have been a customer of Thorntons for many years, always enjoyed their original special
toffee until recently. It appears they have now. changed the recipe. Not nice at all, tastes more like fudge and has a much more course feeling on the palette.
Phoned their customer service to register my complaint. Person I spoke to was totally unconcerned, told he would pass my concerns to management who would email back. Nothing received at time of writing. Won’t be purchasing any more Thorntons products.”
“Haven't had the toffee for years and then noticed they come with chocolate. Bought two 500g boxes. Opened one to try a piece. Very disappointing. That lovely creamy taste has gone and the toffees texture quickly goes fudge like. As for the chocolate, very poor quality and almost tasteless. Very very disappointed. Sadly won't be buying again.”
“The new chocolate covered toffee is not nice at all, the chocolate doesn't taste like it was on the on the chocolate toffee balls they used to make and the toffee was not as buttery unfortunately not be buying again”
“I got a code for £5 off £40 spend I entered it numerous times and it says it is invalid tried to contact Thornton’s by email and it says the email address is invalid”
“I used to enjoy Viennese truffles and haven’t had any for some years but bought some for Christmas. What a disappointment. Once upon a time there was a crispy shell and these chocolates were really delicious but now it just seems to be poor quality chocolate which instantly melts in the mouth. I could have just bought a milk chocolate bar and saved a lot of money. These are not worth their premium price, they are very ordinary now.”
“I haven't bought Thorntons chocolates for some time, decided to get their Easter Eggs they looked nice on the boxes however that's were the nice ends. Cheap Chocolate and thinly made egg and stale chocolates with it.
Anyone thinking of buying. I'd think twice and spend your money elsewhere on something work having. Thorntons have gone so low, they should be known as essentials or savers. Except with their prices your not actually saving, could have got better chocolate from a cheap 45p bar.”
“Haven't had 'Thornton's' for a few years & used to love their Continental chocolates. When I saw that they now had boxes of dark chocolate ones I decided to buy some for Xmas. They taste nothing like the original, chocolate is horrible, too much of it & filling is totally different. How can they still use the same name? Thank goodness I tried them before giving as presents!”
“Ordered name day delivery for Father’s Day. Didn’t arrive on the day promised, no email or update as to why, then received a response to my twitter message saying there was a ‘problem’ with the delivery company & Thorntons were experiencing a ‘busy’ time. I don’t believe you should be offering name day delivery if you can’t commit to it. When I finally received my order 5 days later the box arrived open & wet through having been left out in the rain and my order was incorrect. I’d ordered the original special toffee box and I received a small bag of toffee & small bag of fudge, when I sent a message through twitter questioning this no one got back to me & the box conveniently disappeared from their website. Always loved Thorntons but won’t be using them again.”
“I didn't like your employee, I called to find out about my application status and he just hung up in my face. That was very rude and uncaused for. He needs some mental help”
“UTTERLY DISGRACEFUL - Customer Service at its absolute worst. Delivered an item back in early March, damaged. Told me they would replace but would have to re-order and they would refund me the damaged item and the new delivery charge. Refunded the damaged item quite quick, did NOT refund the delivery then did NOT refund the delivery of the replacement item. I have everything in writing from them to say this is what they would do but they have not stood by their word - now I send them an email EVERY day to ask for someone to respond and I have been ignored for over 45 days as of todays date. DISGRACEFUL CUSTOMER SERVICE”
“Appalling. Easter hamper ordered with specific delivery date agreed and paid for. Nothing delivered and no contact from the company. 4 enquiry forms sent (no phone contact available) and no response. This company deserves to go out of business. Disgusting behaviour”
“Placed two orders for Easter and paid extra for named delivery day , money left the bank nearly immediately , still no delivery and can’t make contact by phone email etc to demand a refund,Thanks Thornton’s for ruining Easter for my grandchildren .”
