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1.0 172 Reviews

Thorntons Complaints Summary

1 Resolved
171 Unresolved
Our verdict: If considering services from Thorntons with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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10:00 am EDT
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Thorntons hard boiled eggs

I am a frequent customer of Thorntons and enjoy being part of their rewards program.
However, today was the third time I have bought hard boiled eggs from the same Thortons on 60/Adamo in Brandon Florida and the eggs were bad. Immediately upon opening the bag my entire office was filled with the terrible smell of bad eggs, not only that when cut in the middle the yolk was slight green in color. This has happened 3 times already. Someone should look into this situation and perhaps see if the eggs are being deliver properly stored. I usually wouldn't complaint just as I did not the initial 2 times but this is becoming a recurrent issue now. Hope someone is able to look into this.

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5:40 pm EDT

Thorntons customer service

On 7/6/2018 @5:45pm I was in your store at tampa road and forest lakes when being waited on your cash was rude to me (I am Caucasian your cashier was a women of color) I wittnessed how friendly she was to other people of color laughing and smiling, I however never got a hello, did you find what your looking for or even a thank you at the end of my transaction my husband went back in to get something we for got only to walk in and find your staff trash talking the "white people" regardless of the color of my skin I too expect the same type of service I see others getting. I am in the process of relocating to the oldsmar area where my parents and other family members reside as of today I can safely say that myself as well as the rest of my family and friends will no longer be useing any of your stores. Ifeel as if your costomer service is based on skin color, sadly for you I have a multi racial family and all where very upset by your staff and there action. For the record costomer service does not stop when a customer leaves the store and should never be based on skin color I will be sharing this incident with all I know. As I said my family encompasses many nationalitys and we embrace all people, racism runs both ways and your staff have made it clear that unless you are a person of color you are not worth there time or even a simple smile when you approach the counter. A simple thank you at the end of a transaction is stard for your industry your cashier only lookeded a way when I said thank you. She did not say thank you, have a nice day nothing just looked away. But the worst was walking back into your store to spend more money only to find your staff making fun of both myself and my husband. I truly am disgusted by by the way your staff handled the encounter.

Kathleen Stines

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10:03 pm EDT

Thorntons cleanliness and customer service skills at this thorntons

I went into your thornton on 120 & western today around 6:00pm.. Now I thought that it was be clean, stocked with product and friendly that's not the case... This is first thornton's that I have ever been in that was very, very nasty not clean at all nor friendly. I'm talking about all around the machines were you get drink's from was very nasty no straws around in the area had to ask a worker for straws when you found one there was a long line in the store fly's flying all around the store around the pastries and drinking machine garbage all around the drinking machine spilled drink's on the counters there was only one cashier and the line was very long I spent at least twenty minutes in line waiting to be served not a friendly atmosphere at all this thornton's was very congested outside this is one place I think I wouldn't visit anymore and I love getting my gas from thornton's and I have been to many thornton's this one is the worst i've ever seen as long as I have been a vip member.. I'm sorry but I would not be going back to this thornton's at all anymore. I don't know maybe they we're under staff but they really need to get it together over there.. The cashier seem to be overwhelmed like he was very frustrating, which I can understand being the only one ringing up customer's by himself with a long line and trying to get things to the customers that we're out of stock and answering questions it definitely was too much for the young man he didn't have an attitude he helped me with a friendly attitude helped me out and the rest of the customers that we're in the store at the time so I applaud and acknowledge the young man for multitasking when he did. I didn't get his name because I was on a time schedule but I would appreciate if you could thank him for me I appreciate the time he take to help me and another customer that was looking for items like me. I never heard him one time complaining about being overwhelmed he kept it very professional. I saw a young lady sitting in the back and not one time did she come up front to help the gentlemen out she just sat there even after I said is there another cashier to help with this long line she never came up front stay in the back as soon as I was getting ready to be waited on by the young man then she wanted to help him and waited on me not a friendly face at all looks like she an attitude because she had to come help him with the line. If you have any questions please feel free to give me a call ms. [protected]@ [protected] thank you very much

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10:45 pm EDT
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Thorntons customer service

Today about close to 9pm me and my fiance and 3 kids went to thortons. We wanted to get some hot dogs and also some donuts and drink. A lady was there and I was her hey do you have anymore pickles and she right away very rudely said NO and rolled her eyes at me infront of my 3 kids. Then my fiance went in and wanted to grab the donuts and shes like move I'm throwing it away and he said why cant I grab some she said infront of me and my 3 kids if you grab it you pay for all of it in a rude tone. Then she kept looking at us with an attitude. Then I went to the rep at the front desk and I told them they started laughing and didn't take it seriously then they told me she's a manager but I'm sorry no manager should be treating any customer the way this lady did. as a result I want something done about this situation because it makes me feel disrespected and especially in front of my children please call me [protected]

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6:56 pm EDT

Thorntons customer service & products.

I went to The pekin Illinois Location with 2dollars in my pocket with intentions of getting a cold fountain drink. I proceeded to get the kind I liked I took a drink it was flat . I proceeded to tell the cashier. She said I just had a Dr. Pepper it was just fine . I said okay can I dump this and get dr pepper. She then sighed and said I guess . I'll waste your soda for you . Made me pay for it NEVER offered to make it right or a refund NOTHING . I dont at all appreciate the customer service Received. I pay alot of money for my purchases at Thorntons. I ALWAYS stop at Thorntons. Creve cour and never have a Problem EVER . I dont deserve that kind of service and wont settle for less... Thanks Katie Porter

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10:19 am EDT

Thorntons was refused a speedy rewards card/employee used her own card for my purchase

I made a purchase on 6/28 at 10:53 am and did not have a rewards card the cashier swiped her own personal card and when I asked to apply for one she said "No I've used mine". She hesitated to give me my receipt which shows she either makes a ridiculously unresolvable amount of purchases at Thornton's or regularly uses her card instead of patrons cards/allowing them to apply for cards. The receipt reflects the employees name is Holly. Her card #369572

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10:43 am EDT
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Thorntons prices going up on fountain drinks

As rewards members we receive texts emails any method of communication we decide on. Although this new drink upcharge was not in anyway communicated with your rewards members. For the fountain drinks to jump up 50 cents to almost a dollar I would think that rewards members would at least get a heads up. I am unhappy with the fact that I've been left in the dark so to speak.

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9:36 am EDT

Thorntons wanda jones at 40502

I have been a loyal customer to the Thornton's on Richmond Road 4/11 years at went many times out of my way to come to that store today while in the store I encountered what I didn't expect from this location I was on the phone with my child who calls me because I work three jobs as a registered nurse I didn't decide if I was going to buy black jacks or not or different energy pill because I normally would buy black Jackson there was none available so I decided against it that I would stop somewhere else later in the day because I knew what blackjacks would do first as the other as I come to the counter the woman says what did you put that product back that did not immediately offend me I had jokingly said she says I don't judge on your color then not let me know that there is racial profiling now mind you that this whole conversation was recorded then please name is Wanda Johnson I will have a course allow you all to take action prior to making the rude and inappropriate conversation when I didn't ask for her name very politely and said that I would just go ahead and report her I did not follow through with my purchase nor will I do hope she is removed from that location she screamed out at the store my name is Wanda Johnson if you want to speak with a manager there's one right there you can talk to them right there alright fine very unprofessional very inappropriate again I have shopped there for 11 years intermittently and almost all the employees know me my email is [protected]@gmail. Com I would expect a return email in a resolution to this case before I take it any further this is not acceptable

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12:52 am EDT

Thorntons gas “fuel price protection”

This morning around 6:30am I passed the Thornton's on Ogden Avenue in Aurora, Illinois, and gas was $2.53. I passed it again this evening around 8:30pm and saw that gas prices had raised to $3.03. Because I am a Refreshing Rewards member, I supposedly have fuel price protection for the lowest price in the last 24 hours, so I stopped at Thornton's (the same one, on Ogden) and it did not give me the price from this morning. $0.10 per gallon I wouldn't be upset about, but $.50 per gallon is a lot- I would like to understand why this happened. Thank you.

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8:02 pm EDT

Thorntons cashier/isaac

Hi I was just in the Westmont Thornton's At 7:03pm. my receipt number is I believe 143460. I was in there with one of your store managers Kim Ford buying a few items. Well I clearly stated I didn't have enough on my card for the purchase to Isaac and that I was not purchasing 1 of the items. Isaac took off the item which in turn took off Kim Fords discount and made the price even higher. He then took my card without my permission put it in the credit card machine and hit approve sale. I get it, knowing Kim also, he was trying to be funny. Well I don't think it was funny or at all professional. The charge went through and now my account is negative and on top of that I will be getting a $37 overdraft fee on my account. Thanks Isaac. So is Thornton's going to take care of this for me or do I need to call Westmont Police Department to have Isaac arrested for card theft?

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7:50 pm EDT

Thorntons unethical behavior

Workers with very bad Atterton's, and not doing their jobs. I had stopped going to this Station at, Thorntons #56 8400 Dixie Hwy Louisville, Ky 40258. some working standing around talking when they could be cleaning up around in and out of the store, it is not very clean. Thay did not have ANY Coffie made and when the Manager came out to make some, but this is all of the time have a very dislikeable attitude. Something needs to be done about her, I am not the only that has said that she is very roared. I will not be going back.

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1:39 pm EDT
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Thorntons response of staff for air pump

On Wednesday, June 13th, I stopped by the Thorntons store at the corner of Outer Loop and National Turnpike. I believe the store number is 054-NQ-1471. I asked over the speaker by the air pump for them to turn the air pump on since I was a Thorton's rewards member. I got no response. I went inside and when he finished waiting on the customer he had in line I asked the older gentleman that was working at the first register to turn it on and he indicated he would. It never happened. I ended up paying for the air which wasn't a major problem except this wasn't the first time this store had done this. I was in a rush since it was my birthday and I was being asked by my family where I was. I feel you should be aware of this since it seems to be a reoccurring event.

John T Frederick III

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8:08 am EDT

Thorntons cashier/employee

An employee named Matthew tried to ring in a pack of cigarettes from underneath the counter when I went to buy a 44 oz drink. This is not the first time I've delt with a situation similar to this with this employee. He is always quite rude whenever I stop in. I'm just really tired of being treated so poorly and think that behavior like this shouldn't be tolerated.

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6:21 am EDT

Thorntons service

The bathrooms in the Thortons on Green Bay road and Grand Ave in Gurnee Illinois are disgusting. The lady working this morning said there wasn't time to clean them. I've gone there three times and the staff and place hasn't been very clean. Won't be back there again not very friendly and not very clean at all. Please fix this Thornton's is a new gas station and the hiring process probably needs to be a little more tough then to just get someone off the streets. These people at this location. Are lazy

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8:25 am EDT
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Thorntons gas ⛽️ spilled or gushed like a fountain

I'm distraught at the fact. The manager blamed me... (unbelievable). I have a hybrid 2018!

I have his recorded voice. He said I was the blame. My car should have shut pump.

And he walked away.

I told him sir. "how is that logical if your pump shut off is not working"

He just walked away... Like i'm the reason... I saw the "look" on his face.

There was no acknowledgement to the very fact.

My brand new hybrid has ⛽️ all inside. And there may be mechanical issues. My car was jerking all the way to work...

I'm very 😡

Trevor

[protected]@gmail.com

[protected]

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Trevor1235678
, US
May 30, 2018 8:39 am EDT

I’m currently in a office of 100 plus employees and ureukes with gas...

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3:08 pm EDT

Thorntons drink machine

For the past few months I've been going into Thorntons the drink machine has not been working every time I try to use it it's either filled with the wrong solution or not filled at all. Ive complained every single time to the workers and the manager specifically but she told me "I dont care, its not my job to replace that stuff". Its very annoying that the thortans by me never has the drink i want. Its been CONSISTANT.

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1:10 am EDT

Thorntons customer service

I asked the cashier, it was a white gentleman at about 2am on Tuesday 05/15/18, about the sodas that were buy one get 1 for a dollar. He stated I don't know about that, I'm not a manager while setting on a milk crate behind the counter. I felt that was rude and asked well can you call a manager. We got the issue resolved. The manager was very nice and accommodating. The cashier made me not want to come back to the store. If you don't like your job, find something you do.

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11:15 am EDT

Thorntons customer service from employee and manager

I came to Thorntons like i do every month to get my money orders for rent. I waiting in like 5 min. And got to register i said hello to cashier (Keith) then tell him i need a money order for $792.00, he tells me well it will be split up, I said that's ok no problem they usually do. So he tells me my first total is $393 I then ask well how much did you put them for? he gets agitated and says ma'am I put it in for $300! I then asked why $300 when they usually do it in 2 money orders 1 for $500 and the other for $292 ? he gets more aggravated and tells me ma'am I tried it for $500 it wouldn't go so I did $400 it wouldn't work so I did $300 and it worked. Mine you he told me the total was $393 not $303! so at this point I ask if he could get some help because once again I always get them here and never had any issues. He tells me to step aside, I then look at him and say no I haven't gotten what I come for and if he would please get a manager! he looks around and says step aside ma'am and she is in the back you have to wait for her to come out! I look at him and say excuse me? could you please get your manager and page her over intercom if needed but I have the right to speak with a manager. He tells me no he won't page her and that I need to step to the side and she is really busy in the back and I just have to wait. At this point I'm still standing at his register confused what the problem is. He then looks past me and started helping people over my shoulder! I asked him if he is really going to just ignore me and not get a damn manager.( at this point i been standing her almost 10 mins and the disrespect from him is unbelievable) he then says no i'm not but i told you she's busy. I asked again can i speak to the manager, he looks over at the other cashier a white lady and says can you call the manager, she then yells out Yvonne, and conveniently Yvonne was literally 50 ft from us around the corner of the wall and she comes around the corner says yea what's the problem? 1st thing i stunned she was that close and could hear the conversation and never came out when she heard me ask for her! i tell her i needed money order for $792 and he says money orders only go up to $300 she tells me no it's $500 i told her i know this but her employee don't so she needs to let him know. I then tell her how rude he was being and why couldn't he get the manager when i asked why would he tell me to step to the side and wait for you to come out? she says that's not what he said, i told her yes ma'am that's exactly what he said! she says well i think he met i would be out in a sec! i then again tell her no that's not what he said or met to say you weren't here and can't speak for him. She then tells me well he is from another store maybe he didn't know! 1st thing policy is policy no matter what location your at! 2nd i was a manger at speedway for 3 years and never treated a customer the way i was treated. I don't know if it's a racial thing or what because he was very nice to the black lades that were behind me that he was helping over my shoulder and the white people also but because im of another ethnicity i got treated like crap for no reason when all he had to do was just simply get a manager within the first 2 min of our encounter and she should've come out and had a better attitude. She was laughing when i was on the phone with my landlord explaining to him i'm at Thorntons trying to get the money orders and I'm having issues getting them the manager Yvonne starts laughing. This entire encounter is on tape at your store also i have video of it as well and will be contacting someone so this issue is resolved! being racist is not ok!

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5:12 pm EDT

Thorntons service representative

I am and have continuously been a regular customer at Thornton's located at 425 E Brandon Blvd, Brandon, FL 33511. Today I was very disappointed and upset to be the subject of a rolling joke and possibly a subject of betting within this particular establishment. I know and can confirm this because walking into Thornton's today as I usually do when I am heading to work or even getting off work I overheard "Sierra" (?) saying I bet you money she leaves with a "Smirnoff Apple, Just watch." After obtaining my items, non of which included the alcoholic beverage which I have purchased in the past for personal and after work enjoyment I headed to the register; when then I was directly in ear shot of "I guess I was wrong." I responded with "Yes you were, I am on the clock." Now you can make your own judgement on how that would make a patron feel and anyone who frequents an establishment. Do they make it a habit to count the customers? Do they joke about the purchases? Or more repulsively do they judge what is purchased? I work at a LARGE business less than 5 minutes from this station and I have to say that it will be voiced to everyone I connect with that they should be careful in their stops and possibly make the 2 minute trek down the road to Racetrack because they never know if they will become the subject of a very hurtful and assumptive joke.

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5:48 pm EDT
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Thorntons customer service

I stopped at Thorntons on Stewarts Ferry pike in Nashville Tn on 4-2-18. I paid for 15 dollars gas. Went out to pump the gas. Pump was not turned on. Pushed the button. Pump then turned on. I pumped 15.01. Went in ti pay the extra penny and was treated like a thief in front of a store full of people by a cashier named Lisa. She was accusing me of not paying and prettt much calling me a liar. Granted i did not pay her but there was a different cashier that checked me out. Finally a lady that was willing to try to find out what happened assisted me. It was figured out that the 15 I paid was put on a different pump. Needless to say Lisa needs to learn customer service. You have definately just lost one loyal customer. Thank you. My name is [removed]
[protected]@yahoo.com

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Kelly Kapfhammer Leonardo
, US
Apr 03, 2018 8:28 am EDT

We are very sorry for your experience with us at our store in Nashville. We are making the team aware of this so that it can be addressed with our team member. We are very sorry that this happened to you. I can assure you this will be addressed. Thank you.

Kelly Leonardo
Thorntons Inc.
kelly.leonardo@thorntonsinc.com

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Phone number

+1 (866) 473-0017

Website

www.thorntonsinc.com

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