Several years ago I used the Thorntons online shopping service and have had a number of problems.
In recent years I have stopped using them but found myself going back to them when I ordered Christmas gifts a couple weeks ago. This was purely due to economics (their postage rates were favourable over others such as Hotel Chocolat etc).
Sadly I now realise their customer service has only gotten worse.
I have a Christmas gift due to be delivered to a friend on the 18th and realised that they will not be home so I have contacted Thorntons to cancel.
A week after contacting them I had received no reply so I called.
They’re phone line went to automatic message as no one could get in to answer due to the snow!
I left another email two days ago… What follows was simply remarkable…
“Your order has already been packaged awaiting despatch, We are trying to find your parcel to cancel the order as requested, however due to the vast amount of parcels that we have this is taking some time.”
I wrote back explaining my rights as a customer to be able to cancel, explaining that their packing system has not baring on my order. To which I received this response:
“You do have the right to cancel however we do have to locate the order before we can do so.
If the order is not found this will be despatched and therefore we can not refund without the goods being returned to us.”
Can someone tell me why Thorntons need to find my package to cancel my order? Why have they parcelled a package which isn’t due to be sent for another fortnight?
Sadly Thorntons are not able to answer such questions and it’s because of this that I will no longer shop with them.
I wonder if I will ever see my money again – I very much doubt it.
Keith Tomlinson Photography 