Reviews Analysed
21
We Collect & Analyse Reviews
Whittard of Chelsea
Experiences & Reviews
Whittard of Chelsea is a UK retailer specialising in tea, coffee, hot chocolate and related gift items, sold through physical stores and an online shop. Customers interact with store staff and customer service channels such as live chat and email. This summary aggregates user feedback to help shoppers evaluate product quality, service and buying experience.
Overview & Key Metrics
Positive Sentiment
48%
Latest Review
30d
Overall Rating
2.9
Our Analysis
🎯
Service quality
Many reviewers praise quick, helpful responses and replacements; a comparable number report rude in-store behaviour, refusal of entry or unresolved cases.
Share
Mixed
29%
💰
Value for money
Few reviews mention price; one specifically calls products affordable for the quality, but pricing and value are rarely discussed overall.
Share
Mixed
1%
⚡
User experience
A small number of customers note clear product pages and effective live chat support that fixed ordering issues; sample is limited but positive.
Share
Mixed
6%
🔧
Product quality
Several customers praise teas, coffees and hot chocolate; others report damaged, missing or stale items on delivery or in-store purchases.
Share
Mixed
13%
📞
Communication
Named agents and live chat are often credited with quick resolutions, while other reviews cite poor responsiveness or a lack of public response.
Share
Mixed
20%
⭐
Overall experience
Customer impressions are split: many report satisfying products and helpful support, while a substantial group report negative in-store encounters and service failures.
Share
Mixed
30%
Our Independent Methodology
How we analyse customer reviews without bias
Data Collection
We analyse public reviews from verified platforms like Google, Trustpilot, and Facebook.
AI Analysis
Our AI detects patterns in genuine customer experiences without modifying content.
100% Independent
Zero company influence. No payments, no bias — just real customer voices.
Always Current
Updated regularly with the latest reviews and customer feedback.
Featured Customer Experiences
Representative examples from 21 verified reviews (March 2022 – September 2025).
Fantastic customer service
"A recent order arrived damaged, with hot chocolate powder all over the inside of the box. This was in no way the fault of Whittards, but of the terrib..."
MadNad UK
Trustpilot
Sep 30, 2025
Featured for: Quick replacement for courier-damaged order
Always so happy with their products
"Always so happy with their products. However my main concern is always the after sales or the customer service. On different occasions I had issues wi..."
Tia
Trustpilot
Sep 30, 2025
Featured for: Consistent product praise and aftercare
Racist members of staff
"Racist members of staff, illegally refusing..."
Em
Trustpilot
Sep 30, 2025
Featured for: Alleged discriminatory refusal of entry
Very poor experience
"Very poor experience. Coffee tasted stale, like it had been left on the shelf for days. I complained to the staff but they were dismissive and respond..."
Ali
Trustpilot
Sep 30, 2025
Featured for: Stale coffee and dismissive staff
All Customer Reviews
Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.
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Filter by Source
Showing all 21 reviews
All Customer Reviews
Sources: Trustpilot (20) · Collected.reviews (1) · Quotes shortened · As of: September 2025
P
Pompey Pirate
trustpilot.com
Sep 30, 2025
Great customer service
Box arrived with part of my order split and coffee all over the inside of t...
N
Nathalie V
trustpilot.com
Sep 30, 2025
Sarann was very helpful
Sarann was very helpful and kept searc...
M
MadNad UK
trustpilot.com
Sep 30, 2025
Fantastic customer service
A recent order arrived damaged, with hot chocolate powder all over the inside of the box. This was in no way the fault of Whittards, but of the terrib...
E
Em
trustpilot.com
Sep 30, 2025
Racist members of staff
Racist members of staff, illegally refusing...
N
Nick Gallagher
trustpilot.com
Sep 30, 2025
Whittards - Lack of Customer Service
They sent a damaged item and it is impossible...
T
Thomas
trustpilot.com
Sep 30, 2025
Boycott Whittard
Boycott Whittard Whittard has removed all comment sections from their social media platforms and has yet to issue a public response. The fact that the...
T
Tia
trustpilot.com
Sep 30, 2025
Always so happy with their products
Always so happy with their products. However my main concern is always the after sales or the customer service. On different occasions I had issues wi...
V
VR
trustpilot.com
Sep 30, 2025
Great service from both Leeds store…
Great service from both Leeds store Mana...
S
Simon Slimer
trustpilot.com
Sep 30, 2025
Great Coffee But had an order for 3…
Great Coffee But had an order for 3 different ground coffee's and 1 item was missing. Emailed whittards and in the meantime everything was put away. H...
U
Unhappy customer
trustpilot.com
Sep 30, 2025
Whittards Princes street
Whittards on Princes Street had very rude staff. I was looking around the shop and took one sample of hot chocolate, when a member of staff came up to...
h
hannah
trustpilot.com
Sep 30, 2025
Your employees were extremely rude…
Your employees were extremely rude after we had one free sample. They told we were not welcome and get out cause we weren’t going to buy anything and...
S
Safaa Samrra
trustpilot.com
Sep 30, 2025
Terrible customer service
Terrible customer service, would n...
A
A Watson
trustpilot.com
Sep 30, 2025
Placed an online order today and I…
Placed an online order today and I forgot to add grind meaning the order automatically ordered beans. I...
H
Hanne
trustpilot.com
Sep 30, 2025
Best hot chocolate ever
Best hot chocolate ever! Keep coming back to order more. Had an issue with a coupon code last ti...
M
Marie Cruttenden
trustpilot.com
Sep 30, 2025
Really lovely coffee
Really lovely coffee, ordered from them fo...
H
Hiteshi Gupta
trustpilot.com
Sep 30, 2025
Online order
Sarann was very helpful and supportive with my online...
F
Frankie
trustpilot.com
Sep 30, 2025
Would never use this store
Would never use this store, go anywhere...
j
jamie parkin
trustpilot.com
Sep 30, 2025
Terrible service
Terrible service....
A
Anon
trustpilot.com
Sep 30, 2025
Awful
Will never step foot in th...
A
Ali
trustpilot.com
Sep 30, 2025
Very poor experience
Very poor experience. Coffee tasted stale, like it had been left on the shelf for days. I complained to the staff but they were dismissive and respond...
Conclusion
Reviews show a pattern of quick, effective issue resolution through customer service channels (live chat and named agents are repeatedly mentioned). Product feedback is mixed: many customers praise tea, coffee and hot chocolate, while a number report damaged, missing or stale items on delivery. Separate clusters of reviews describe poor in-store conduct, including allegations of rude or discriminatory behaviour; these accounts recur across several stores. If considering a purchase, check delivery condition on arrival, keep order documentation and contact customer service promptly if items arrive damaged or missing.