T2 Tea Reviews 190

Ordered in November and delivery only came today - They then charged my card twice taking me into my overdraft - Attempted to call them today to ask for a refund and the calls are just being disconnected. Sent them an email and could be waiting days for a reply.

COVID19 is not an excuse for poor customer service they should be taking on more staff who could be answering calls and emails from customers from home.

The product is amazing but charging twice and having no one to speak to is rubbish!

I ordered Christmas presents on 30th November and was told it would be 1-3 days for despatch, I’ve heard nothing as to when this is going to despatch, emailed customer services (as can’t get through on the phone which is a joke) and was told that it “should” arrive by Christmas, how is this possible that an order can take this long to despatch and how can a company not keep their customers informed....it is absolutely disgusting how bad their customer service is. I appreciate this is unprecedented times and everything has to be COVID secure, but if you can’t cope with Black Friday / cyber Monday deals then don’t do them. Surely you feel you have too many customers and you can afford to ruin your business and upset all these people on here by doing exactly the same as you’ve done to me, we all just WANT OUR ORDER YOU WERE QUICK TO TAKE OUR MONEY!!!!! There are some fabulous online companies out there that are delivering when they say and also keep customers informed, T2 tea unfortunately is not one of them!!!! I just would like an update as to where my order is!!!!!

Love the products - shame the company does not match the quality. Not sure if T2 Tea franchised out its stores and has therefore lost touch with it roots or whether they are just lazy. After looking on their website for tea, much of it was out stock so i used the Store Locator to find my closest store. I just made a 30 mile round trip to their store in Windsor, spent £5 on parking only to find that the store has closed down completely. Yet it is still showing as "open" on their website. Being slightly annoyed i though I would contact T2, there website has a "Contact Us" page that allows you to fill out an online form - except for the minor fact that there is no online form to fill out. A perfect example of a poor customer experience.

Confirmation email said 1-3 days dispatch. It is now two weeks and it’s still pending. Have called (just cuts me off after having me on hold) emailed (6 days with no response) Facebook messaged (ignored). Wont even respond to refund me. Just got a general email, smug in tone saying they will probably get it to me by 24th of December. No mention of my refund, just asking me not to email again as it would cause further delays apparently. Yet you are still taking orders online today promising Christmas delivery. Shame on you.

No response from T2 about a Christmas order. I ordered in plenty of time before Christmas but have had no confirmation of this order. No replies to my enquiries. Really bad customer service. Just such a bad experience that I won’t be coming back to them now.

Ordered teapot and cups from T2 on 30 November. Email confirmation received. Then nothing further from them, as of 10 December. Have tried following up by return email as no phone available. No idea if gift will arrive. Not happy!!!

Awful customer service. On hold 4 times and line gets cut off. Completed two online forms and sent messages to Twitter inbox. Still no response RE a missing order. Do not purchase online- happy to take your money, but don’t bother following up with orders.

I don’t even have my order yet but want to give this company 0 stars. Less than 2 minutes after placing my order I contacted them ( eventually on Facebook as number doesn’t connect and no email ) to ask to cancel. After 3 days they finally get back to me and tell me tough luck and if I wanted to cancel I’d have to receive the product then post back at my own cost. Being in the industry myself I know exactly how easy it would be for them to cancel the order when I asked. Terrible level of service and they really couldn’t care less. I’ll not go anywhere near them again.

Always love my teas from T2. Very unique and wide range of flavours. The in-store customer service is always very bubbly and helpful. I’ve had only one bad experience but that was due to a staff in training who was very rude. Otherwise my fave tea store 😍

I have ordered from T2 before with no problems but I am not happy now. I placed an order a week ago. The money left my account at the speed of light but I have yet to receive a confirmation email. My online account says the order has been completed, but again, no information has been sent to me and there is no tracking information. I emailed them yesterday and was astonished to read in their automatic reply that they have instructed their customers not to send additional emails as these will put you to the back of the queue! Unbelievably arrogant. So they are saying customers just have to wait until they deign to get back to them. If and when my order appears, I won’t be ordering again. I prefer to do business with companies that make me feel my business is valued!

Was a bit worried after reading these reviews but order arrived within 2 days of ordering. Gorgeous teapot that was beautifully wrapped. I was so pleased I placed another order. Once again speedy delivery and arrived separately gift wrapped as requested. Fantastic service.

order came on time, beautifully packaged. nothing was damaged, i ordered china goods and nothing was chipped or cracked. have ordered again since.

Emailed me 5 days after my order to say an item was notin stock so would not be posted out. Turns out none of my items were in stock.
Very unclear and not particularly understanding customer service.

Awfull just awfull customer service.they dont want you contacting them once they have your money.like the other reviews say.go into the shop dont order online..or even better dont give them your money they do not value your custom.

Honestly. Go into a shop - do not order online. They use DHL which are as useful as a chocolate teapot. Crap customer service. Never again.

Excellent product, terrible service.

I ordered teas for Father’s Day. Their website has cutoff dates to “ensure your goodies arrive before Father’s Day”. My order was placed well before the cutoff time... Order hadn't even been dispatched before Father’s Day. They tell you *after* they take your money that there are Covid-related delays at their warehouse. Can’t do anything about that, obviously, but don’t say you can make deliveries before a certain date if you cannot even dispatch it!

Gift vouchers are a very bad buy, I don't have a store locally & when I did find one I was told it had expired, 12 months is pitiful. This company cares more about it's bottom line than it's customers

Excellent customer service which can’t be faulted and has created a loyal customer. The items (teapot and cups) were well wrapped in bubble wrap but unfortunately the teapot arrived with a crack. I quickly received a response from customer service saying they would replace the item and it was sent to me by (free) next day delivery. Things sometimes break in transit which is understandable but this was a great response to the issue.
On a separate order, an item became out of stock after I ordered and although they were initially going to refund me, but after asking, a helpful customer assistant (Holly) found stock in their stores to send to me.
I’ve ordered tea in the past and always have found it to be good quality.

Despite all the negativity, I think people need to be more understanding.

I have also experienced a long wait of getting an item returned and refunded. I guess you have to be patient with a response, as they are still working with reduced staff. (just because lockdown is eased, it doesn't mean all companies are operating the same).

I only chased my email one after two weeks, and got a response a week later. Once responded, they were getting back to me within 2 days.

Refund was received within the standard 3-5 working days.

In terms of the products:
Packaging - literally no issue with it. Easy to get into (read that someone found it hard, really?).

Products: two teas which are amazing and love them.
Brewing tea cup, literally the best thing if it's only you wanting the tea and saves time loading a tea strainer.

My recommendation is:
Be considerate and understanding. The customer service is high. The wait time for a response is rubbish, but just be empathetic. I would suggest that if you a store local to you, it would be better to go to - you can even try some tea!!