Sophie went out of the way help out with a little problem encountered. I love whittard, for any coffee lover its more than a coffee-great quality and Sophie made sure that I am remaining loyal as a cl... Ver mais
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Leia as opiniões dos outros
Love the company, its delicious coffee, prompt service. Was, however, tempted to give 4 rather than 5 star is that try I as might, I couldn't get the online site to accept the birthday coupon they sen... Ver mais
A empresa respondeu
I have ordered from Whittards several times without any problems however my last delivery didn't arrive and no progress was made on Yodel/Inpost App. I emailed Sarann at customer service at Whittards... Ver mais
A empresa respondeu
Worst service from Whittard of Chelsea. Just after 3 months of giving a 5 star rating, the brand has let me down. I placed an order recently and I neither received the product nor get a response f... Ver mais
A empresa respondeu
Informações sobre a empresa
Escrito pela empresa
Our priority is to buy the best, listen to our customers and provide them with an exceptional range of products.
Informações de contacto
25 Western Avenue, Milton Park, Abingdon , OX14 4SH, OXON, Reino Unido
- 01993 223 733
- info@whittard.co.uk
- www.whittard.co.uk
4,5
Excelente
3 mil opiniões
Sem histórico recente de solicitação de opiniões
Esta empresa não convidou os clientes recentemente, pelo que as opiniões podem não ser representativas
Respondeu a 87% das suas opiniões negativas
Geralmente responde dentro de uma semana
Como esta empresa usa o Trustpilot
Veja como as respetivas opiniões e classificações são obtidas, classificadas e moderadas.
Supportive customer service
When I had issues with my parcel, Sarann quickly solved it for me very professionally and politely.
Even though having issues with my current purchase, I will still considering buying from them with the nice customer service!
29 de maio de 2026
Opinião espontânea
Resposta da Whittard of Chelsea
Thank you for taking the time to leave us a review.
We are sorry to hear that you experienced issues with your parcel, but we are pleased that Sarann was able to resolve the matter quickly and professionally. It means a great deal to us that, despite the difficulties with your order, you would consider shopping with us again. Providing excellent customer service is very important to us, and we are grateful for your understanding and continued support.
The Whittard Team
Excellent service!
I placed an order that was shipped promptly but was misplaced by the mail service in transit. I reached out and was shipped a replacement order. I was provided with excellent service by both Sophie & Saran, thanks!
The tea is excellent also!
26 de maio de 2026
Opinião espontânea
Resposta da Whittard of Chelsea
Thank you very much for your kind review.
We are delighted to hear that you were pleased with both our service and our tea. Whilst we are sorry that your original order was misplaced in transit, we are pleased that Sophie and Sarann were able to assist you promptly and arrange for a replacement order to be sent. Your feedback means a great deal to us, and we will be sure to pass on your lovely comments to Sophie and Saran. Thank you for taking the time to recognise their efforts. We truly appreciate your support and look forward to welcoming you back to Whittard soon. The Whittard Team
Excellent products and superb customer…
Excellent products and superb customer service any problems are dealt with immediately. Thankyou Sarann & Sophie for giving great customer service.
27 de maio de 2026
Opinião espontânea
Resposta da Whittard of Chelsea
Thank you so much for your kind words and lovely feedback.
We’re delighted to hear that you’ve enjoyed our products and had such a positive experience with our customer service. I’ll be sure to pass your comments on to Sarann and Sophie they will really appreciate the recognition.
Thank you again for taking the time to share your experience and for your continued support. The Whittard Team
Excellent customer service and quick resolution
Excellent customer service from Whittard.
I contacted customer support regarding a staining issue with a cup, and Sarann was extremely helpful and quick to respond throughout the process. The issue was resolved very smoothly and a replacement was arranged immediately.
Really appreciate the friendly and professional support. Thank you!
27 de maio de 2026
Opinião espontânea
Resposta da Whittard of Chelsea
Thank you for taking the time to share your feedback.
We’re so pleased to hear that you had a positive experience with our customer service and that Sarann was able to assist you quickly and smoothly in resolving the issue. I’ll be sure to pass your kind comments on to her. The Whittard Team
Receive a damaged product? Shipping products they can't sell instore
Did you know you if your receive a ripped product you'll have to pay £4.25 to return?
Shame on the company, such a big corporation with abysmal product quality.
I ordered the Alice tea set for a friend online & it came dented and ripped.
Response from team: We don't cover postage fees. You can keep it with 15% (£4.25), why would I want that? If you say you'll deliver a product do it right or refund it fairly.
Like someone said earlier - I'm also not returning it because I wanted to! It came damaged!!
I suspect they send you the products they can't sell in store online because the return process is a hassle so most people don't bother.
I'm really disappointed in Sarann & Sarah, I don't even want the postage fee, I've returned it and payed out of my own pocket. Zero empathy, wasted my time.
I took the time to write this review because one I showed them pictures of the rip, confirmed I can send it back thinking they'll cover the postage fee only to be told no by the next person another day. Who pays for you to make time go to the post office, say sorry to your friend because it came damaged and try and find another gift last minute! Like come on.
26 de maio de 2026
Opinião espontânea
Resposta da Whittard of Chelsea
We’re very sorry to hear about your disappointment with this experience and appreciate you taking the time to share your feedback.
The options provided in line with our returns policy were either a 15% partial refund due to the exterior packaging damage while the product itself remained usable, or a free return to one of our stores. We also advised that the item could be posted back to us for a full product refund, with return postage costs covered by the customer in accordance with our policy. Having further reviewed your case a refund for your postage has been actioned and will reflect in your account within 5 working days.
We do understand your frustration, particularly as this was intended to be a gift, and we’re sorry the experience did not meet expectations. When you contacted our live chat again yesterday, we also offered an additional 10% voucher as a gesture of goodwill.
If you have not yet received this voucher, please email us at info@whittard.co.uk with the subject line “Trustpilot Review 27.05” so we can correspond with you directly and resolve this for you. The Whittard Team.
Great customer service
The cafetiere I received was slightly damaged, but thanks to great customer service from Sarann this issue was resolved very quickly and a replacement arrived swiftly.
The goods themselves (I also ordered tea) are beautiful as ever.
26 de maio de 2026
Opinião espontânea
Resposta da Whittard of Chelsea
Thank you so much for your lovely review.
We’re delighted to hear that Sarann was able to resolve the issue quickly for you and that your replacement arrived promptly. We’re also very pleased to know you’re enjoying your tea and cafetiere.
Your kind feedback will be shared with the team, and we truly appreciate your continued support of Whittard.
The Whittard Team
Why buy tea from a purveyor of teas who cannot purvey teas?
Well, we received a regular tea delivery for Christmas, of which (so far) we have received three deliveries without problem, and two have not appeared. Having contacted Whittards, we were told the non-delivery was due to a wrong address (first time), and a wrongly formatted address (second time). How can this possibly be, when previous deliveries have arrived without problem? Question, why would we by tea from a purveyor of teas who cannot purvey teas?
1 de maio de 2026
Opinião espontânea
Resposta da Whittard of Chelsea
We’re very sorry to hear about the issues you experienced with your tea deliveries and understand your frustration, particularly after previous orders had arrived successfully without any problems.
I believe we have now been in contact directly and have managed to resolve this for you, however we sincerely apologise for the inconvenience caused and for the confusion regarding the delivery address information provided.
This is certainly not the level of service we aim to provide, especially for our subscription customers, and we appreciate you bringing this to our attention. The Whittard Team.
Tuvimos un problema con la dirección…
Tuvimos un problema con la dirección del pedido y fue devuelto a la empresa. Tras hablarlo con ellos nos lo solucionaron y nos enviaron de nuevo otro pedido
19 de maio de 2026
Opinião espontânea
Resposta da Whittard of Chelsea
Thank you for sharing your experience with us.
We’re sorry there was initially an issue with the delivery address, however we’re very pleased to hear our team was able to resolve this for you and arrange for a replacement order to be sent.
We truly appreciate your patience and your support of Whittard.
The Whittard Team
Great customer service!
Great customer service!
We have bought our coffee and tea from Whittard of Chelsea for many years. We buy both in store and online, and are always met with great customer service - thank you.
Today there was an issue with my subscription order, but within minutes this was resolved in an understanding and polite manner. You really can't ask for more can you? Mistakes do happen, it's how you deal with them that matters - and this couldn't have been dealt with any better. A big thanks to Sarann for all your help.
Well done Whittard of Chelsea - A* service.
22 de maio de 2026
Opinião espontânea
Resposta da Whittard of Chelsea
Thank you so much for your kind review and continued loyalty over the years.
We’re delighted to hear that you consistently receive great service both in store and online, and that your recent subscription query was resolved quickly and smoothly. We’ll be sure to pass your lovely comments on to Sarann for their support.
It means a great deal to the team to know our efforts are appreciated. Thank you again for your continued support of Whittard.
The Whittard Team
Opened container
Got my order and one of the tea containers was open and had spilled the content into the box. Contacted customer service via the chat and Surann was extremely helpful, courteous and efficient in solving my situation.
Thanks Surann
20 de maio de 2026
Opinião espontânea
Resposta da Whittard of Chelsea
Thank you for your feedback.
We’re sorry to hear that one of your tea containers arrived open and caused a spillage in your order. However, we’re very pleased to hear that Sarann was able to assist you promptly and resolve the issue in a courteous and efficient manner via our customer service chat.
We’ll be sure to pass your kind comments on to Sarann. Thank you again for taking the time to share your experience.
The Whittard Team
Use caution: promotions not what they seem
So I was persuaded in store to participate in the Rewards system, with the promise that I'd receive a code for the gift. Sure enough I received the code, which told me that if I spent £10, I'd be entitled to a gift of my choice up to the value of £10. I went along to the store at Cheshire Oaks and put items worth £40 in my basket, and then chose a tea diffuser.
When I took my basket to checkout, I was told that I couldn't have the tea diffuser because it retailed at £10.95 on the high street. This seemed bizarre, mainly because I wasn't in a high street store and the shelf price was crystal clear, at £7.67. Nowhere at all in the promotional literature was this stated.
I'd made a special trip to visit the store, and felt like I'd been completely scammed. I felt strongly that the condition was unethical at best, and very likely a breach of contract law. I emailed customer services, and basically received a shrug as a response, with zero effort to address the issue. I asked for an escalation and heard nothing. I'm now in the process of reporting this unethical business practice to Trading Standards.
Update:
Despite submitting a formal complaint two days ago, I haven't received so much as an acknowledgement, much less a substantive reply. Completely unacceptable levels of customer care.
20 de maio de 2026
Opinião espontânea
Resposta da Whittard of Chelsea
We’re sorry to hear about your disappointment regarding this experience and appreciate you taking the time to share your feedback.
We understand your frustration surrounding the promotional offer and the communication you received in store and through customer services. Please be assured that this matter has now been escalated internally, and we have followed up directly via the email thread connected to this review to continue resolving this with you.
We sincerely apologise for the delay in communication and for any confusion caused regarding the promotional terms and eligible products. The Whittard Team.
Loyalty points
I contacted customer service regarding an issue with my account and loyalty points. Sophie handled my request quickly and efficiently, making the whole process incredibly smooth. Thank you, Sophie, for the fantastic and friendly support 😊
18 de maio de 2026
Opinião espontânea
Resposta da Whittard of Chelsea
Thank you for your lovely feedback.
We’re delighted to hear that Sophie was able to assist you quickly and efficiently with your account and loyalty points, and that the process felt smooth and straightforward.
We really appreciate you taking the time to share your experience, and we will make sure your kind comments are passed on to Sophie.
The Whittard Team
Sophie helped me out no problem
Sophie helped me out no problem, getting back to my query quickly regarding my account membership pass and recovering it as I had lost the initial email and had no reference to it anywhere. Thank you very much!
18 de maio de 2026
Opinião espontânea
Resposta da Whittard of Chelsea
Thank you for taking the time to share your experience. We’re sorry to hear there was an issue with rewards account, but we’re delighted that Sophie was able to resolve it quickly. The Whittard Team.
My order delivered to incorrect address…
My order delivered to incorrect address on Saturday 16 May, I contacted customer service who took details and advised they would send duplicate order.
The new order arrival on Sunday 17 May .
This’s excellent service very impressed
16 de maio de 2026
Opinião espontânea
Resposta da Whittard of Chelsea
Thank you for taking the time to share your experience. We’re sorry to hear there was an issue with your purchase, but we’re delighted that the team was able to resolve it quickly and provide excellent service. The Whittard Team.
Sarann and customer service are amazing
Sarann is amazing. I've ordered online a hot chocolate as a gift for my friend and found the packing was broken when I received the delivery. Used the Live chat and Sarann quickly responded with replacement ordered as next day delivery! Though not a pleasure experience when received the order but Sarann surely provided everything to make it up as an excellent service!
15 de maio de 2026
Opinião espontânea
Resposta da Whittard of Chelsea
Thank you for taking the time to share your experience. We’re sorry to hear there was an issue with your purchase, but we’re delighted that Sarann was able to resolve it quickly and provide excellent service. The Whittard Team.
Good experience in solving delivery issue
The customer service did a very good job. They are really helpful in solving my delivery issue.
Special thanks to Sarann.
14 de maio de 2026
Opinião espontânea
Resposta da Whittard of Chelsea
Thank you for taking the time to share your experience. We’re sorry to hear there was an issue with your delivery, but we’re delighted that Sarann was able to resolve it quickly and provide excellent service. The Whittard Team.
Quick resolution of product issue
I had an issue with a product and Sarann was extremely helpful, resolving my issue quickly. Most appreciated.
14 de maio de 2026
Opinião espontânea
Resposta da Whittard of Chelsea
Thank you for taking the time to share your experience. We’re sorry to hear there was an issue with your purchase, but we’re delighted that Sarann was able to resolve it quickly and provide excellent service. The Whittard Team.
Sophie was brilliant
Sophie was brilliant! Sorted out my issue swiftly and efficiently.
12 de maio de 2026
Opinião espontânea
Resposta da Whittard of Chelsea
Thank you for taking the time to share your experience. We’re sorry to hear there was an issue with your purchase, but we’re delighted that Sophie was able to resolve it quickly and provide excellent service. The Whittard Team.
Thank you much Sarann for your help!
Thank you much Sarann for your help!, I had an issue with my order (I ordered 4 instant teas) and one of the tubes arrived broken (it opened and broke during transit and the contents of that tube were all spilled inside the box).I took pictures and contacted support, and Sarann offered to help me right away. Very good customer service, I am a very happy repeat customer and will keep buying your excellent teas
12 de maio de 2026
Opinião espontânea
Resposta da Whittard of Chelsea
Thank you for taking the time to share your experience. We’re sorry to hear there was an issue with your purchase, but we’re delighted that Sarann was able to resolve it quickly and provide excellent service. The Whittard Team.
Just had one item missing from package
Just had one item missing from package,
Emailed Whittards regarding the missing item and got a quick and professional response from Saran and the issue was dealt with very promptly.
Very happy with outcome
Thank you
David
12 de maio de 2026
Opinião espontânea
Resposta da Whittard of Chelsea
Thank you for taking the time to share your feedback. We’re sorry to hear there was an issue with your order, but we’re delighted that Sarann was able to resolve it quickly and provide excellent service. The Whittard Team.
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