Thorntons Chocolates Customer Service – brown but not chocolate

Thorntons Chocolates Customer ServiceI decided to take advantage of Thorntons Chocolates offer and send Mal a box of chocolates to cheer him up while he was working in the UK. It seemed the perfect solution with me being in Cyprus. The wonders of technology meant at a click of a button they would wing their way to him via Hermes delivery service. Little did I know that the Mercury would soon be rising. Enough of the ancient Greek and Roman mythology puns.

If I’d known that Thorntons Chocolates used Hermes I would have bought the chocolates from Woolworths, and stood a better chance of them being delivered apparently. You only have to Google the company, and search for reviews, in order to be certain your delivery will be lost.

It is embarrassing when friends and relatives don’t get gifts you send for special occasions. It is upsetting when they don’t thank you and the failure of a reputable company to deliver the goods can have unfortunate repercussions. When Mal didn’t receive the chocolates I checked the parcel tracking service and discovered that they had been delivered at 18:24 on Saturday 4th June 2011 to a “safe place”. This safe place seems to have been in a non-existent building!

I emailed Thorntons three times and said Mal hadn’t got the chocolates and eventually they replied:

“Dear Mrs Daniel

Thank you for your email.

I have checked your delivery with Hermes and their driver has advised that the parcel was placed in a building, which is located to the left of the Caravan park entrance (the club house area). The courier delivers to the site on a regular basis and this is the usual drop off point.

If after contacting the recipient, you find that they have not received the gift. Please contact us to discuss further on 0845 121 1911 and one of my colleagues will be more than happy to help you. We are available Monday-Friday (Excluding Bank Holidays) 8:30-18:00.

Chris Reynolds
Contact Centre – Thorntons Direct, Thorntons PLC

Address: Cocoa Pod, Thornton Park, Somercotes, Derbyshire, DE55 4XJ”

So I replied again and was eventually told

“Dear Ms Daniel

Thank you for your email enquiry, I apologise that you have not received a reply, we do not appear to have received your emails.

I have tracked your order and the courier service delivered this to the main door at 18.24pm on the 4th June.

Please ask your recipient to contact the main reception for further information.

Yours Sincerely

Louise Jackson
Contact Centre – Thorntons Direct, Thorntons PLC
Loves our Chocolate Riche from the Continental Range”

I had no intention of phoning an expensive 0845 number from Cyprus, so looked up their normal numbers; no reply from either of them.

After three weeks of ordering the chocolates I’d had enough so I emailed again, this time to the Operations Director, Barry Bloomer, with a copy to their Customer Service Department. No reply yet but I’ll keep you updated!

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