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.
Examples from available reviews (May 2020 – Feb 2026).
Damaged delivery replaced promptly; impressed by customer service.
“they offered to replace the whole order.”
Products good and customer service promptly resolved issues.
“they immediately responded with a very satisfying solution.”
Staff allegedly refused entry to customers due to clothing.
“Racist members of staff, illegally refusing entry to customers based on their clothing”
Coffee tasted stale and staff were dismissive and rude.
“Coffee tasted stale, like it had been left on the shelf for days.”
Many reviewers praise quick, helpful responses and replacements; a comparable number report rude in-store behaviour, refusal of entry or unresolved cases.
Few reviews mention price; one specifically calls products affordable for the quality, but pricing and value are rarely discussed overall.
A small number of customers note clear product pages and effective live chat support that fixed ordering issues; sample is limited but positive.
Several customers praise teas, coffees and hot chocolate; others report damaged, missing or stale items on delivery or in-store purchases.
Named agents and live chat are often credited with quick resolutions, while other reviews cite poor responsiveness or a lack of public response.
Customer impressions are split: many report satisfying products and helpful support, while a substantial group report negative in-store encounters and service failures.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (18) · Reviews (1) · Quotes shortened · As of: February 2026
Hazelnut coffee tasted chemical and customer service dismissed complaint.
“there’s just a faint aroma of chemicals, not even a smell of ground coffee.”
Lost delivery replaced quickly after Sarann's help.
“Delivery got lost but Sarann was helpful”
Broken delivery resolved by Sarann within five minutes.
“sarann got in touch with me and resolved that for me in like 5 minutes.”
Spare part request received a quick positive response from Sarann.
“One email to request a spare part was all it took...Quick response, positive response from Sarann...”
Sophie promptly and efficiently resolved an incorrect order.
“Sophie was exceptional!”
Lost delivery replaced next day; Sarann was helpful and friendly.
“My lost delivery was replaced on a next day delivery service, and I have no complaints.”
Favourite salted caramel coffee tasted different and complaint unresolved.
“they taste completely different and dont even smell the same.”
Sophie arranged replacement next day after original not delivered.
“A replacement order was delivered the next day using a different courier.”
Sophie efficiently resolved the customer's issue.
“I received an exceptional service from Sophie”
Sophie helped resolve the issue promptly.
“Thank you to Sophie for helping me resolve the issue promptly.”
Sarann handled request swiftly, effectively and courteously.
“A big plaudit to Sarann who dealt with my request swiftly, effectively and with courtesy.”
Sophie quickly resolved my query.
“Sophie quickly responded and resolved my query Thank you 🙏”
Sarann resolved my issue quickly and courteously.
“the customer service representative sarann was excellent”
Staff gave customers free tubs for company anniversary and were friendly.
“she pulled us aside and gave us 12 free tubs of any hot chocolates of our choice”
Sarann provided quick customer service resolution.
“Great customer service from Sarann with a quick resolution”
Sarann was friendly and supportive after delivery was stolen.
“They were friendly and very supportive when my delivery was stolen.”
Suran was helpful and resolved product issue quickly.
“Suran was extremely helpful and professional in dealing the problem I experiencedwiththe product.”
Sophie arranged a replacement package promptly and professionally.
“I just wanted to say thank you to Sophie for the amazing customer service.”
Order arrived promptly and in good condition; Sarann helped.
“My order arrived very quickly and in best condition.”
Courier lost parcel but Whittards resent order promptly and supported me.
“They were fantastic and resent my order, which was gratefully received the very next day.”
Order arrived damaged but replaced within 24 hours.
“Dealt with within 24 hours with a replacement.”
Sarann was very helpful and found a solution.
“Sarann was very helpful and kept searching to find a solution for my problem.”
Damaged delivery replaced promptly; impressed by customer service.
“they offered to replace the whole order.”
Staff allegedly refused entry to customers due to clothing.
“Racist members of staff, illegally refusing entry to customers based on their clothing”
Damaged item sent and impossible to contact anyone to resolve.
“They sent a damaged item and it is impossible to get through to anyone to resolve this issue.”
Alleges staff refused entry and company has not publicly responded.
“A staff member refused entry to customers based on their clothing.”
Products good and customer service promptly resolved issues.
“they immediately responded with a very satisfying solution.”
Great service from Leeds store manager and Sarann.
“Great service from both Leeds store Manager and Sarann from the Customer Service”
Missing item and unsatisfactory response discouraged repeat ordering.
“one item was missing.”
Staff told customer they were unwelcome after taking a sample.
“I was not welcome there, and that I should leave.”
Staff were rude and expelled customers after sampling products.
“Your employees were extremely rude after we had one free sample.”
Poor customer service; the reviewer will not return.
“Terrible customer service, would not visit again.”
Sophie fixed an order grind issue via live chat.
“I did a live chat with Sophie from Whittard of Chelsea and she sorted the issue for me.”
Loved the hot chocolate; Sophie quickly resolved a coupon issue.
“Best hot chocolate ever!”
Coffee consistently lovely and issues resolved hassle-free.
“Really lovely coffee, ordered from them for years and any issue resolved hassle free!”
Sarann resolved online order issues quickly and supportively.
“Sarann was very helpful and supportive with my online order and was able to resolve my issues very quickly.”
Will never use this store due to terrible staff and service.
“Would never use this store, go anywhere else, terrible staff and customer service”
Service described as terrible with snobbish staff.
“Terrible service. staff were snobs.”
Customer vows never to return after a truly awful visit.
“Will never step foot in there ever again, truly awful”
Coffee tasted stale and staff were dismissive and rude.
“Coffee tasted stale, like it had been left on the shelf for days.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of 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.