Whittard of Chelsea Omdömen 

I placed an order with named-day delivery for Monday, as the delivery needed to arrive while our office was open. Instead, the parcel was delivered on Saturday, outside business hours, and left unattended outside.
When the order was accessed, part of the order was missing.
Despite multiple contacts with customer service, Whittard has refused to refund or replace the missing item(s). They have relied solely on internal warehouse checks and courier confirmation and have asked me to provide CCTV footage, which I am unable to share due to data protection and safeguarding restrictions in a shared property.
Whittard has acknowledged the delivery service failure but is only offering a refund of the delivery charge, while denying responsibility for the missing item(s) and placing the burden of investigation on the customer.
This experience has been extremely frustrating and disappointing, particularly for a premium brand. Poor delivery handling, an incomplete order, and an unsatisfactory resolution process.0/10 - 20/01 NO UPDATE AS OF YET

I experienced a very quick response from Sarann at Whittard's to help me with an order which had been lost in the post. Within 24 hours of my first email a replacement of my order (free of charge) had been arranged which I received about three days later. All items were received in good condition. Will remember the good customer service!

Ordered tea and part of my order did not arrive. I emailed the company and mostly worked with Sophie. She was very responsive and got a replacement immediately.

I ordered tea online , very easy process, which was going to be delivered by yodel, they didn’t deliver , this was repeated over a few days, Sophie from Whittards online information department was brilliant she chased it on a number of occasions, and then reordered my products to be delivered by a different carrier, DPD, thank you Sophie for sorting everything.

Order didn’t arrive due to incompetence of courier company. Reached out to Whittard an was helped by Sophie. She went above and beyond and had a replacement order sent within 24H to me. Very impressed!

I had ordered a gift online but unfortunately when typing the address I had pressed the wrong one so half of it was correct no other fault then my own - I contacted customer services with hopes of getting the parcel redirected which they did attempt but unfortunately they were too quick delivering the item however the item was replaced as a good will gesture by Saran so very grateful - loved the brand for years and this experience has made me over the moon

Unusually for Whittards we had a problem around a damaged tin in our recent order.Sarann at Customer Services resolved the issue for us and dealt with this very quickly and politely

Very fast response and wonderful customer service. Help with an issue on shipping and quickly fixed it.

After Yodel failed to deliver an order I made from Whittard, and their customer service were not much help, I e-mailed Whittard directly to see what could be done.

Sarann quickly responded, and after re-confirming my address placed a replacement order for me with a different courier. Thank you to them for their helpful support.

I just don't know why they still work with Yodel!

I love the tea from Whittard, especially English Rose and Earl Grey—the quality is exceptional. However, I experienced an issue with my last online purchase: the delivery company, Yodel, received the parcel very early but did not attempt delivery for over a week. Fortunately, Whittard’s customer service agent, Sarann, resolved the issue quickly and efficiently. I’m very happy with the outcome 😊

Spoke to Sarann at Whittard of Chelsea’s customer service department today and my issue was resolved to my satisfaction. Sarann provided a great customer experience and is a credit to the company.

Sarann very swiftly dealt with a lost parcel with a refund. Appreciate the quick process!

Sarann was extremely helpful. Refunded the damaged item (coffee bags) and, in addition, sent me a luxury hot chocolate goodwill gesture. I'm very impressed with the high quality of customer service. I'll definitely continue to order from Whittard, feeling deeply reassured that excellent staff (such as Sarann) are ready and willing to offer support. Thank you. Warm regards, Judith.

Do not recommend! Assume a lot of these 5 star reviews are fake as I ordered to be delivered in time for Christmas, they cancelled my order 21st December, never refunded me and I had to open a PayPal dispute against them to get my money back! Which I won. Would absolutely not recommend, contacted them by email, Facebook messenger etc and even PayPal tried to contact them over a 3 week period with no luck!

Great product and excellent customer service whenever needed. Sarann in particular was very knowledgeable and helpful with a query today.

Visited the Brighton store at the weekend to purchase some hot chocolate. I went in store specifically so that we could do taste testing. After finding a couple of options on the shelf that were not made up for testing, I was met by two very friendly staff members who promptly made myself and my partner a small cup of two of the hot chocolates to try. Very helpful staff, great service. 10/10

Sarann at Whittards was fantastic. I had a parcel go missing and she quickly dealt with the issue, raising a complaint with the delivery company and offering to replace or refund. I've had so many issues with Yodel over Christmas I decided to refund and then try and order again once the craziness of the season has subsided. The Whittards Instant Teas are amazing but I was just restocking ready for the new year so can wait a few more weeks

I attended the Westfield branch regarding a crack on the large teapot I had purchased. Unfortunately, the deputy manager and a sales assistant behaved disrespectfully and began arguing with me. When I asked for their names, they refused to provide them and told me they would call security if I did not leave the store. I also requested the contact details of the store manager, which they refused to give.

my order was not packaged safely or securely, the contents were crushed in transit and the containers of hot chocolate burst open. cocoa powder everywhere, a huge mess and £50 down the drain. not a responsible or trustworthy company.

Unashamed ignorance on full display
“Unashamed ignorance on full display. I will never again spend a penny with Whittards after the disgraceful video of blatant discrimination went viral. A genuine apology and accountability would have shown at least some awareness, but instead you chose the cowardly route of silencing people by disabling comments. We speak loudest with our purses, and we will not support or fund companies that behave in such shamefully inhumane and ignorant ways.”