I was recently gifted the new Velvetiser as a replacement for my tiring older model. It was wonderful for a few days then just stopped working. It would light up and turn on but it wouldn't complete a cycle before turning itself off. I contacted Hotel Chocolat by email and they asked for an email containing a video of what was happening, my receipt or proof of purchase and the model name and serial number. I sent it all back and received a reply the following day with a returns form attached. I had to fill out the form confirming the type of fault, what I wanted done about it - refund, exchange, credit note etc - and any other comments. Postage was already paid for which for a machine that weight and size would have cost a few pennies to send. I packed up the machine - I didn't have to return the mugs and others accessories I got - took it to the post office, showed them the code and off it went. I posted it on a Thursday and received an email confirming they'd received the old one and had sent out a new one on Tuesday. While it was a very disappointing experience having to return it they handled it well so I can't fault them for that. I've removed a star purely because the velvetiser hot chocolate subscription is not reliable. You'd imagine it would be received on the same day every month but no. Mine takes between 2 to 5 days after the dispatch email to reach me. The star is also removed because the hotel chocolate subscription should be cheaper. If I am guaranteeing you my custom I'm not seeing much reward for my loyalty. I have since found an alternative to buying directly from Hotel Chocolat which isn't a whole lot cheaper but it all adds up.
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Hotel Chocolat is a British chocolatier and a unique type of chocolate company that connects luxury chocolate making and retailing with cocoa growing – it is one of the world’s few chocolate makers to actually grow its own cocoa.
