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
Customer reports poor customer service
“Your customer service is poor”
Customer refuses to enter store, alleges racist refusal of access.
“Refusing access..... Racist!!”
Alleges company disallowed customer for clothing and no action taken.
“RACIST COMPANY DISALLOWED CUSTOMER DUE TO CLOTHING AND NO ACTION TAKEN BY THE COMPANY. BOYCOTT!”
Chelsea branch allegedly denied entry over clothing and company called racist.
“The Chelsea branch did not allow members of the public into their store as they didn’t like some items of clothing.”
Reviewer calls company racist and advises not to spend money.
“Absolutely disgusting! Racist company ! Do not waste your money”
Reports terrible service and rude staff; will take money elsewhere.
“Terrible service and rude staff.”
Alleges customer told to leave for wearing a scarf; won't shop again.
“not allowed to wear scarf in shop was told to.leave.”
Accuses stores of racism and calls for boycott.
“Racism towards customers!”
Calls conduct shocking and advises avoiding the business.
“Shocking behaviour, avoid this business”
Customer filmed disgusting staff behaviour and calls it unacceptable.
“Disgusting 🤢 behaviour by its members of staff filmed by customer. Unacceptable 🤢”
Staff allegedly refused entry due to a customer's Zionist beliefs.
“filmed refusing someone entry based purely on their Zionist beliefs”
Friendly cashier gave free chocolate coffee beans and excellent service.
“We even received some chocolate coffee beans for free by a very friendly cashier.”
Paid order never arrived and customer service failed to respond.
“I have still to receive the coffee beans I ordered and paid for on 1st September.”
Delivery problems took too long and shop offered no help.
“Terrible issues with product being delivered.”
Card payment repeatedly failed preventing an important online order.
“the order kept rejecting my card because it needed 12-20 numbers”
Ongoing delivery delays and poor, limited customer communication.
“Deliveries are taking weeks and not days as stated in their terms and conditions.”
I recently stumbled upon Whittard of Chelsea and decided to give their tea a try. Let me tell you, I was not disappointed! Their range is vast and includes everything from classic black teas to exotic herbal blends that are simply irresistible. I was impressed with the level of detail provided on each product page regarding the ingredients, origin, and optimal brewing time for the tea.
Apart from tea, they also offer a wide selection of coffee and hot chocolate varieties that cater to every taste bud. Their gift section has some great options for different occasions as well - it's a one-stop-shop for any beverage enthusiast.
The delivery process also deserves praise - my order arrived promptly and was packaged securely so as not to damage anything in transit. If you're ever stuck between deciding which flavor or blend to try out next, don't hesitate to reach out to their customer service team who are highly knowledgeable about all their products.
Overall, my experience with Whittard of Chelsea has been phenomenal; it has introduced me new ways of enjoying everyday beverages while offering excellent quality at an affordable price point!
Cup felt cheap and delivery by Yodel was stressful and unpleasant.
“It's the smallest tea cup I have ever seen and it has the texture and lightness of plastic.”
Excellent service with speedy delivery during the Covid-19 pandemic.
“Amazing service during this Covid-19 pandemic.”
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.