I love all things Thorntons... So much so that Scott and I visit the same store once a month to purchase the same items; hot chocolate, chocolate flakes and the dessert favourites box. Not that Scott knew before this review (sorry), but I sometimes sneak in an additional visit to the store in Dundee to pick up chocolate smiles, fudge and a selection of other chocolate treats! My sweet tooth is insatiable!
I love the flavours that can be crafted into such a small piece of confectionery - who knew that a chocolate the size of a 2 pence coin could taste as good as banoffee pie, if not better!? What about the delicious white variety of hot chocolate they serve? Or the ridiculously moreish chocolate smiles that seem to disappear rapidly from the jar... One just doesn't cut it.
This particular visit to the Glasgow Fort branch was a little disappointing. I would normally hold Thorntons up as another gold standard for service in the specialist confectionery retail market but the service we observed today fell far short of what I expect from this company.
We arrived at the café counter and ordered two packets of hot chocolate flakes along with two bottles of water. The staff member on the till point was new - receiving training from the colleague preparing the coffee. The concern being the lack of focus and support for a trainee, given the barista was unable to adequately provide support while - clearly - struggling to cope with the demands of her own role. Both colleagues were pleasant - while the male colleague on the till point searched for the correct buttons on the till, the barista prepared our packs while asking for some assistance from another colleague. The senior colleague simply pointed out that the button was under 'miscellaneous goods' and continued walking towards the stockroom - not great service when this leaves the customer waiting a further 5 minutes for the colleague on the till to find the item code.
Perhaps Thorntons should stress the need for management to foster a culture where teamwork is the centre point of all operations. read more