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
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Veja o que dizem as avaliações
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 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
I brought a bottle from Whittards to cold brew some tea and unfortunately the seal broke. I went into the Swindon outlet store and they were very helpful but didn’t have a replacement part so advised... Ver mais
A empresa respondeu
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.
Great Company love the products.
Great Company love the products.
Had reason to contact Customer Services recently and was assisted by Sarann, who dealt with the matter speedily and efficiently.
17 de junho de 2026
Avaliação não solicitada
Resposta da Whittard of Chelsea
Thank you for your wonderful feedback. We're delighted to hear that you love our products and that Sarann was able to assist you quickly and efficiently. We'll be sure to pass on your kind words.
Best wishes,
The Whittard Team
There was a problem with a product I…
There was a problem with a product I bought but after contacting Whittard customer service I can't be more than pleased with Whittard. Thank you Sarann for a speedy reply and your assistance.
15 de junho de 2026
Avaliação não solicitada
Resposta da Whittard of Chelsea
Thank you for your feedback. We're sorry there was an issue with your product, but we're delighted to hear that our Customer Service team was able to resolve it to your satisfaction. We'll be sure to pass on your kind words to Sarann and thank her for her speedy assistance.
Best wishes,
The Whittard Team
Wonderful Customer Service from Sophie
The customer service I received from Sophie recently was excellent and exemplary. A small issue was resolved swiftly, professionally and with no fuss whatsoever. Whittard, your customer service agents and processes are superb and add to your reputation as a premier retailer of tea.
5 de junho de 2026
Avaliação não solicitada
Resposta da Whittard of Chelsea
Thank you for your wonderful feedback. We're delighted to hear that Sophie provided such excellent service and was able to resolve the issue swiftly and professionally. Your kind words about our team and customer service mean a great deal to us, and we're thrilled that they contribute positively to your experience with Whittard.
Best wishes,
The Whittard Team
Great customer service
Great web shop, beautiful purchase, immediately repeated my first order - and the second got stucked in an Italian “ponte” (= bridge = one working day between a Sunday and a National holiday, the worse possible logistic black hole in my Country). But I wrote and Sophie just solved the problem immediately. Well done Whizzard of London :)
2 de junho de 2026
Avaliação não solicitada
Resposta da Whittard of Chelsea
Thank you for your lovely feedback. We're delighted to hear that you enjoyed your purchases and returned to place a second order so quickly. While we're sorry your order was delayed, we're pleased that Sophie was able to resolve the issue promptly and make the experience a positive one.
We'll be sure to share your kind words with Sophie. Thank you for choosing Whittard, and we hope you continue to enjoy your tea.
Best wishes,
The Whittard Team
Positive response to a distribution error
An order was dispatched incorrectly by the distribution centre. Once I raised the issue then it was dealt with within 3 hours and a replacement was sent immediately.
The customer services agent was very professional and friendly.
9 de junho de 2026
Avaliação não solicitada
Resposta da Whittard of Chelsea
Thank you for your feedback.
We sincerely apologise that your order was dispatched incorrectly by our distribution centre. We are pleased to hear that, once the issue was raised, it was resolved promptly and a replacement was dispatched without delay.
It's also wonderful to know that the customer service team who assisted you was professional and friendly throughout the process. We will be sure to share your kind comments with the team.
Thank you for your patience and understanding, and we appreciate you taking the time to share your experience. The Whitard Team.
Great customer service from Saran
When my order arrived one of the products was damaged. Saran was amazing in helping with the situation. Her response was quick, her messages were professional and friendly and the situation was very promptly resolved. I would recommend whittards not only for their high quality products but also for their great customer service - Saran was great!
8 de junho de 2026
Avaliação não solicitada
Resposta da Whittard of Chelsea
Thank you for taking the time to share your experience.
We sincerely apologise for the initial dispatch error and any inconvenience this may have caused. However, we are pleased to hear that the issue was resolved quickly and that a replacement order was arranged within a few hours of it being reported.
It's especially encouraging to know that the customer service you received was professional and friendly. We will ensure your kind feedback is passed on to Sarann and the wider team, who will be delighted to hear your comments.
Thank you for your understanding and for giving us the opportunity to put things right. We appreciate your valued support and look forward to serving you again in the future. The Whittard Team.
Excellent customer service answered all…
Excellent customer service answered all my questions with such detail
3 de junho de 2026
Avaliação não solicitada
Resposta da Whittard of Chelsea
Thank you for your kind feebdack Neal. The Whittard Team.
Cancelled but email saying still going to be delivered
Last package had spilled out into the delivery lorry. Driver came trying his best to put the teas back into the torn box.
Cancelled subscription back in April. Email to prove it. Just recieved email to say more on its way.
Over the months have tried to sort things out over the phone and never a human available. Poor show for a business. Loved the shop I use to go to before I moved but on line has proved a disaster.
3 de junho de 2026
Avaliação não solicitada
Resposta da Whittard of Chelsea
Thank you for your feedback, and I'm sorry to hear about your recent experience.
Having reviewed your account, I can confirm that your subscriptions were successfully cancelled on 6 April and again on 23 June. No active subscriptions remain on your account.
The Spiced Chai Tea deliveries you have recently received were not generated by an active subscription. These orders relate to a previous subscription shipment that was short-shipped when the product was temporarily out of stock. When stock becomes available again, our system prioritises fulfilling outstanding subscription items that customers were previously unable to receive, which is why this order was dispatched. OG_04486727 has been fully refunded and the payment will land back in your account within 5 working days.
I'm also very sorry to hear about the condition in which your previous parcel arrived. This is certainly not the standard of service we aim to provide, and I understand how frustrating this must have been.
We appreciate your comments regarding your attempts to contact us and the difficulty you experienced reaching a member of the team. Your feedback is important and will be shared internally as we continue to review and improve our customer experience.
Thank you for bringing this to our attention, and please accept our apologies for the confusion and inconvenience caused. The Whittard Team.
Issue resolved in a jiffy
This was the first time I ordered hot chocolate from Whittard on recommendation.
I was delighted to have received the parcel but one of the canister was damaged.
However I reported it and within hours my query was resolved.
I want to thank Sarann, Customer Service Advisor for prompt reply and resolution of the issue.
Well done 👏
2 de junho de 2026
Avaliação não solicitada
Resposta da Whittard of Chelsea
Thank you for your kind words! We're delighted to hear that Sarann was able to resolve the issue quickly and provide the service we strive for. We'll be sure to pass on your feedback. We hope you enjoy your hot chocolate! ☕😊 The Whittard Team.
Sarann from customer service is great-…
Sarann from customer service is great- my problem was solved on time, the entire interaction was smooth, polite, quickly addressed, no fuss, really appreciate your help Sarann!
13 de maio de 2026
Avaliação não solicitada
Resposta da Whittard of Chelsea
Thank you for your kind feedback. We're delighted to hear that Sarann was able to resolve your issue quickly and make the process smooth and hassle-free. We'll be sure to pass on your lovely comments to Sarann. Thank you for choosing Whittard! The Whittard Team.
Thanks to Sophie for the help and…
Thanks to Sophie for the help and support i get from her
1 de junho de 2026
Avaliação não solicitada
Resposta da Whittard of Chelsea
Thank you for your kind words. We're delighted to hear that Sophie was able to provide the help and support you needed. We'll be sure to share your feedback with her. Thank you for choosing Whittard, and we hope to serve you again soon. The Whittard Team.
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
Avaliação não solicitada
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
Avaliação não solicitada
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
Avaliação não solicitada
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
Avaliação não solicitada
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
Avaliação não solicitada
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
Avaliação não solicitada
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
Avaliação não solicitada
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
Avaliação não solicitada
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
Avaliação não solicitada
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
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