Whittard of Chelsea Regent Street — Restaurant in London

On the 2nd of June, I was lured into the store having tried a tester and I proceeded to purchase one of the tea powders (a different flavour to what I tried in the tester). The staff refused to let me have a tester of the flavour I was purchasing but reassured me of the Taste Guarantee and that I can get a refund/exchange within 30 days even after opening. Having made the purchase, the cashier asked me for my email address so I can be sent my receipt. I provided my email address and spelt it out letter by letter very clearly to the cashier. As I got home and followed the instructions to make the tea, it tasted nowhere near as good or as sweet as they make the testers. I tried everything, I even poured a lot more powder than advised but it was still horrible. On the 26th of June, I returned to the store to return the product and notice that I had not received the receipt by email as the staff must have entered the wrong email address!! I was told that I could not get a refund or exchange as I did not have a receipt despite the staff acknowledging that it wasn't my fault that I did not get sent a receipt. I even provided proof through my banking app that I had purchased the product. I was fobbed off and told to contact customer services who I have tried calling several times this morning, after their opening hours of 10am and they...

Shockingly bad customer service! Considering I was the only customer in the store when I went in, you would think that the guy behind the counter (Korean guy who has v poor understanding of English) would at least acknowledge my presence but no he was too busy playing around assembling a cardboard box. When I asked him about a particular tea, he told me you could only drink it cold when it said specifically on the back of the packaging that it could be served both hot and cold. So obviously he knew nothing about the product range. Then I said I wanted to buy loose tea and so asked which tea strainer I should buy - again he didn’t know the answer, and struggled to understand. What’s the use of having staff who know NOTHING about tea working in a tea shop? Also I know you have many Asian customers but the staff need to have a basic understanding of English and the products - the service was absolutely appalling! I wanted to ask someone else for help but the other shop assistant was standing outside handing out free tea and was only interested in flirting with guys walking past, absolutely useless. A place like this needs more English speaking staff actually inside. Will not be coming here again very disappointed how this shop has gone...

This shop is a great find for tea lovers, with a wide range of teas from around the world and even some hot chocolate and coffee options. They offer tea samples, which is a nice way to try before you buy.

The staff were really knowledgeable and helpful, giving advice on how to brew the teas and sharing details about the different flavors. They also have a lovely selection of teapots, cups, and accessories, making it a good place to pick up gifts or something special for yourself.

It was a bit busy when I went, and with so many options, it was tough to decide. I ended up getting some powdered tea, which was decent. it’s a charming spot worth checking out, especially if you enjoy tea or want to explore a place with some...