Sarran made my customer service request very pleasing. I am pleased to say that the result received was as you would expect from Customer service. Very efficient and polite and sorted any queries or... Ver mais
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Veja o que dizem as avaliações
I sent a gift to a friend, and wanted to clarify that the receipt wouldn’t show the cost etc. Sarann was very quick to reply to say that it would not. Unfortunately, my parcel got lost in transit, but... Ver mais
A empresa respondeu
Whittard of Chelsea teas, especially their Earl Grey is my most favorite!! I place an order every 4-5 months and buy multiple loose tea pouches as I drink it every day. My latest shipment arrived to t... Ver mais
A empresa respondeu
I lost my spring stopper in my glass teapot. Unfortunately I couldn’t find a replacement online. I called Whittard and I spoke with Saranna who kindly arranged for a new one to be sent free of charge.... Ver mais
Detalhes da 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 contato
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 avaliações
Sem histórico recente de pedidos de avaliações
Esta empresa não convidou os respectivos clientes recentemente, portanto as avaliações podem não ser representativas
Respondeu a 80% das avaliações negativas
Normalmente responde dentro de 1 semana
Como esta empresa usa o Trustpilot
Veja como as avaliações e classificações são obtidas, pontuadas e moderadas.
Online order
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.
15 de janeiro de 2026
Avaliação não solicitada
Resposta da Whittard of Chelsea
Thank you for sharing your experience. We’re pleased to hear that you found the online ordering process easy, and we’re sorry for the delivery issues you encountered. It’s great to know that Sophie was able to step in, follow up with the courier, and arrange a replacement delivery with an alternative carrier. We’ll be sure to pass on your thanks to her. Thank you for your patience and for choosing Whittard. The Whittard Team.
Excellent customer service!
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!
7 de janeiro de 2026
Avaliação não solicitada
Resposta da Whittard of Chelsea
Thank you for your excellent feedback. We’re sorry to hear about the courier issue, but we’re delighted that Sophie was able to resolve this so quickly for you. Going above and beyond for our customers is something we strive for, so it’s wonderful to hear you were impressed with the service you received. We’ll be sure to share your kind comments with Sophie, and we thank you for choosing Whittard. The Whittard Team.
Great customer service
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
15 de janeiro de 2026
Avaliação não solicitada
Resposta da Whittard of Chelsea
Thank you so much for your kind words! We’re delighted that Saran was able to help and that you’re happy with your experience. It’s wonderful to hear that we’ve made your day “over the moon” we really appreciate your continued support of Whittard! The Whittard Team
Quick and efficient resolution of issue
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
12 de janeiro de 2026
Avaliação não solicitada
Resposta da Whittard of Chelsea
Thank you for your feedback! We’re glad Saran could resolve the issue quickly and politely. We really appreciate you taking the time to share your experience and hope you continue to enjoy Whittard. The Whittard Team
Excellent customer service- Saraan
Very fast response and wonderful customer service. Help with an issue on shipping and quickly fixed it.
14 de janeiro de 2026
Avaliação não solicitada
Resposta da Whittard of Chelsea
Thank you for your kind words! We’re thrilled that Sarann could assist quickly and provide a positive experience. We really appreciate your feedback and continued support of Whittard. The Whittard Team
Good Customer Service
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!
13 de janeiro de 2026
Avaliação não solicitada
Resposta da Whittard of Chelsea
Thank you for sharing your experience! We’re so glad Sarann was able to help and get your replacement order to you smoothly. We completely understand your frustration with Yodel and really appreciate your patience and support – it means a lot to us! The Whittard Team
Excellent Tea, Great Customer Service
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 😊
14 de janeiro de 2026
Avaliação não solicitada
Resposta da Whittard of Chelsea
Thank you so much for your kind words! We’re delighted to hear you’re enjoying our English Rose and Earl Grey teas. We’re also glad Saran could resolve the delivery issue quickly for you. Your support means a lot to us, and we’re thrilled you’re happy with the outcome! The Whittard Team
Great customer service experience :)
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.
13 de janeiro de 2026
Avaliação não solicitada
Resposta da Whittard of Chelsea
Thank you so much for your kind words! We’re delighted to hear that Sarann could assist you and that you’re happy with your experience. We look forward to welcoming you back to Whittard soon! The Whittard Team
Sarann very swiftly dealt with a lost…
Sarann very swiftly dealt with a lost parcel with a refund. Appreciate the quick process!
13 de janeiro de 2026
Avaliação não solicitada
Resposta da Whittard of Chelsea
Thank you so much for your kind words! We’re delighted to hear that Sarann could assist you and that you’re happy with your experience. We look forward to welcoming you back to Whittard soon! The Whittard Team
Sarann was extremely helpful
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.
10 de janeiro de 2026
Avaliação não solicitada
Resposta da Whittard of Chelsea
Thank you so much for your kind words! We’re delighted to hear that Sarann could assist you and that you’re happy with your experience. We look forward to welcoming you back to Whittard soon! The Whittard Team
Do not recommend!
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!
20 de dezembro de 2025
Avaliação não solicitada
Resposta da Whittard of Chelsea
Thank you for your feedback, and we sincerely apologise for the inconvenience caused by the cancellation of your Click & Collect order.
We have reviewed our systems and could not locate any correspondence from you regarding this order, but we completely understand how frustrating this situation must have been. We can confirm that your PayPal refund has been successfully actioned.
We’re very sorry for the negative experience and appreciate you bringing this to our attention. The Whittard Team.
Great product and excellent customer…
Great product and excellent customer service whenever needed. Sarann in particular was very knowledgeable and helpful with a query today.
9 de janeiro de 2026
Avaliação não solicitada
Resposta da Whittard of Chelsea
Thank you for your kind feedback! We’re delighted to hear that Sarann could help and that you’re enjoying our products. We really appreciate your support! The Whittard Team.
Visited the Brighton store at the…
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
4 de janeiro de 2026
Avaliação não solicitada
Resposta da Whittard of Chelsea
Thank you so much for taking the time to share your experience at our Brighton store! We’re thrilled to hear that our team were able to make your visit special and help with taste testing.
It’s wonderful to know that you received friendly and helpful service we’ll be sure to pass your kind words on to the staff members involved. Feedback like yours really makes our day!
We look forward to welcoming you back for more hot chocolate tasting soon. The Whittard Team
Sarann at Whittards was fantastic
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
5 de janeiro de 2026
Avaliação não solicitada
Resposta da Whittard of Chelsea
Thank you so much for your kind feedback. We’re delighted to hear that Sarann was able to assist you and resolve the issue promptly. We really appreciate your understanding and are pleased to know you enjoy our Instant Teas. We look forward to welcoming you back when you’re ready to reorder. The Whittard Team.
I attended the Westfield branch…
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.
4 de janeiro de 2026
Avaliação não solicitada
Resposta da Whittard of Chelsea
Thank you for bringing this matter to our attention. We are very sorry to hear about your experience at our Westfield store, as the level of service you describe does not reflect the standards we expect from our team.
We would appreciate the opportunity to look into this further. Please could you email us at info@whittard.co.uk with the subject line “Trustpilot – Westfield”, including any additional details you are able to share, such as the date and time of your visit. This will allow us to investigate the situation thoroughly and address it appropriately.
Thank you for taking the time to provide your feedback. We hope to hear from you soon. The Whittard Team
contents burst in transit
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.
31 de dezembro de 2025
Avaliação não solicitada
Resposta da Whittard of Chelsea
Thank you for taking the time to share your feedback. We’re very sorry to hear about the condition your order arrived in and completely understand how disappointing and frustrating this must have been.
We did email you two days ago to look into this matter and work towards a resolution for you, but we haven’t yet received a response. Please do come back to us so we can investigate this further and ensure the issue is resolved as quickly as possible.
We appreciate your patience and look forward to hearing from you. The Whittard Team.
Unashamed ignorance on full display
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.”
15 de dezembro de 2025
Avaliação não solicitada
Contacted them on Christmas Eve
Contacted them on Christmas Eve. Unsurprisingly, there was a bit of a wait to speak to a real person, but once I was talking to Sophie on the Webchat, my question was answered within seconds. Very friendly, and generous!
24 de dezembro de 2025
Avaliação não solicitada
Resposta da Whittard of Chelsea
Thank you for your lovely feedback! We’re glad Sophie was able to help so quickly and that you had a positive experience with our Webchat. We really appreciate you taking the time to share this. The Whittard Team.
Spoke to Sarann about a damaged…
Spoke to Sarann about a damaged container of tea. She sent me another one without arguing. Very pleased with the service
22 de dezembro de 2025
Avaliação não solicitada
Resposta da Whittard of Chelsea
Thank you for taking the time to feedback to us. I’m glad to hear Sarann was able to resolve the issue promptly and without any inconvenience. We appreciate your feedback and are pleased that you’re happy with the service. The Whittard Team.
Thank you Whittard of Chelsea
Thank you Whittard (Sarann). I contacted you today as Yodel didn't deliver my order from you instead they delivered someone else's order (not from Whittard) to my address. I took their parcel around to them in the hope mine was there but unfortunately not. Whittard have arranged a replacement order to be delivered by an alternative courier. This is a gift so I am very appreciative!
22 de dezembro de 2025
Avaliação não solicitada
Resposta da Whittard of Chelsea
Thank you for getting in touch and for explaining the situation. We’re sorry to hear about the delivery issue, but we’re pleased that Sarann was able to arrange a replacement order with an alternative courier. We truly appreciate your understanding and are glad we could help ensure your gift arrives as intended. Thank you for your kind feedback. The Whittard Team.
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