“Whittards in Portobello Road only stock ONE decaffeinated coffee and ONE decaffeinated tea. When I asked the sales assistant to make a customer request to management he was positively disinterested and dismissive. I'm not surprised to see that only 31% of whittard reviewers recommend them.”
I'm sorry that you had a disappointing and unsatisfactory experience on your recent visit to store - please be assured that your feedback has been passed onto the relevant department and area manager to look into further.
We have emailed you a response as well.
Hanna @ Whittard
“I am frustrated that the first time I decide to order direct from Whittards it is such a debacle. I usually ask friends to buy tea and ship it. This time I decided to buy direct and it has been a disaster. I thought I would have my tea in a few days and it is almost three weeks and I have to keep emailing to find any status at all. I find out the order was lost and do I want them to refund or ship the order again. I replied ship again on 31Dec10 and have heard nothing back. I thought the Tea is really good and the company is long-standing, they will fix this. To my chagrin, I find out that your customer service is horrible.”
I'm so sorry that you have had such a difficult time with your order. I hope that it has now been resolved and you've got your tea delivered but please email firstname.lastname@example.org if you have any outstanding queries or issues.
“A lot of stress, time and expense for way overpriced goods. Nova Double-Walled Mugs.
A lot of stress, time and expense for way overpriced goods. See the other two recent reviews on the second page regarding broken products (on the Whittard website). Beware however, Whittard can conveniently decide what reviews they publish or not publish on their website which also happens to fit in with their company and how it behaves and treats people in general when in the wrong let alone customers paying their very expensive prices from what I’ve seen so far.
Even though I had seen at least one of the recent reviews (on the Whittard website) regarding the mugs arriving broken before ordering one reply stated 'we've recently changed our delivery packaging and are working on ensuring it is the best possible experience for all.' So from this I thought that the company may have learnt from the mistakes it had made and on more than one occasion. This was my mistake and is obviously not the case and this company made sure I paid for my mistake.
The mugs were only protected by basically paper (ruffled wrapping paper with holes) and then placed in the box which had no inner protection. This is simply not enough protection for delicate glass items such as these. One mug was alright the other was broken in many pieces. Also the package was I think transported to 2-3 different sites so there is basically no excuse for what is basically shockingly incompetent packaging methods and process for the glass mugs.
When I telephoned the company about this after explaining everything I received lame excuses including 'not many of the mugs have been broken previously' (only 2 out of the 7 reviews at that time that I know of on the Whittard website and the many other reviews here with similar complaints) and that 'bubble wrap isn't used as it's plastic'. I can partly understand that from an environmental point of view but if there's no suitable alternative in existence it may be that or broken goods. There was no mention of perhaps trying to implement a suitable alternative and again just lame excuses that basically didn't have any useful applications or solutions. I was told on several occasions from this company that 'my feedback would be passed on' but I highly doubt this from my experience so far. Another excuse included 'perhaps not all of the mugs were packaged like yours' and again like on one of the other reviews I was told that 'some of the packaging processes had been changed' which again were basically quite weak (and untrue) attempts to defend shockingly incompetent packaging methods and process for the glass mugs.
By this point I had spent some time on the telephone explaining everything and also suggesting how to improve things as well as writing an email and taking photographs that I was told to do and was more stress, work and time. I was made to basically fight for any kind of compensation for the whole thing and also made to fight for a full refund which I got but only in the end.
This whole experience has displayed gross incompetence and then on top of it I get excuses for my trouble (which also included being 'economical with the truth' at best) to defend it (see above) and had to fight for a full refund. When looking at the mugs both the broken and unbroken one I would have expected something a little more robust for £8 and I think it's a rip off for £8. Also the description of the product I think is over selling it and I actually discussed this over the telephone when making the order and again I was told 'my feedback would be passed on' which is starting to wear a bit thin now even if it were to have any kind of effect or even true for that matter. I'm tired of excuses and lies from this company.
If you’re also thinking of buying the 'SoHo Latte Glasses' from this site do yourself a favour and don't get sucked into purchasing from this company like I did. You can save yourself a lot of time and hassle and buy some that are basically identical from one of the larger supermarkets. You'll also pay 50% of the price, get them quicker as well as bypassing the over priced postage rates of this company. You'll also get them in one piece.
With situations like this I try to suggest improvements and possible solutions in an attempt for others to not have the same experience as I did. I have done this up to this point by trying to suggest more suitable material for packing delicate items and on several occasions including when speaking over the telephone for the good it did which has been explained in this review. Packing delicate items like this is reasonably simple and more amateur stuff generally speaking especially for a large professional company like this. Like I said over the telephone though the term 'professional' can mean something or nothing in this context. More towards nothing with this company unfortunately. Maybe they're making so much money it simply doesn't matter that some delicate items are being broken.
However my suggestion for improvement here would include a seminar course for staff and management regarding how to pack delicate items sufficiently prior to posting them so customers don't receive broken goods. Following this another course but perhaps one that is more technical and a more natural progression for staff and management would include 'toilet training' for implementation and application for the staff toilet facilities. Subjects and modules covered could include;
1. Using the toilet.
2. Making sure everything is directed within the toilet bowel.
3. Not forgetting to flush the toilet.
4. Not forgetting the washing of the hands with technique.
I'm sure the cleaner would appreciate it if there is one and this stuff is actually quite technical once done well and properly. You just need to see other toilet facilities to see that. After that who knows? Sky's the limit! Merry Christmas 2019! (even though one of the presents is broken).”
“Disgraceful. Online, they were selling Darjeeling and Assam discounted in the Black Friday sale. As I work in Birmingham, I thought I would visit the store and get it in person. At the store I was charged full price. That is the last time I will use Whittard. Their prices are high enough, so I it is not acceptable that they use false advertising to get your custom.”
“I placed an online order of mainly tea on sale on 27/12/18, was sent a mail informing me of the cancellation of one of the items (which was non sale, so no idea why it was cancelled), and a refund for that. The order arrived on 7/1/19, containing only half of the products I had ordered (I wasn't charged for the missing ones) with no explanation whatsoever. As it was a weekend, customer service wouldn't answer the phone, so I sent an email asking why items were missing that were even at this point still available online, and despite another email never heard again.Several unanswered phone calls and voice massages later I managed to speak to someone today who told me she had no idea what happened and unfortunately all sale items I wanted were NOW out of stock, so just too bad. The one item originally cancelled will now be posted to me- we shall see whether it arrives.
Absolutely appalling customer service, I have never experienced anything like it.”
“company sent email saying my order was sent 2 weeks ago. Still have not received have sent 2 email, was told that I would receive the order by today. I have looked on the tracker and the order has not been sent. Why lie.”
“Fantastic goodies! Tea and hot chocolate, plus elegant porcelain ware associated with tea, hot choc and coffee. Been searching for ages to find tea making equipment, sand-glass tea-timers, a choice of chocolate drinks and a range of teas. You don't have to be a gormet to appreciate such lovely beverages with the trimmings and trappings to go with. Wonderful accidental discovery when browsing on Amazon.”
“Buying coffee beans is always a little treat for me. So when I do I order from Whittards. Their website is easy to use. You can buy or reserve for pick up. I have tried other coffee beans from other places but you just cannot beat Whittards so I stay with them. I do have a Whittards shop I can get to easily but often have it delivered too. My sister who moved to Somerset also likes their coffee beans but has to order online as no shop near her.”
“Whittard makes high quality, delicious tea in a variety of flavors, both unique and well-known. Their customer service is outstanding, and you can find something for everyone. The hot chocolate is also amazing.”
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