I ordered a letterbox gift online on 29.9.25 to be delivered to a friend. However, when order receipt received it stated that delivery to me (the purchaser). I replied that this was an error and repeated the 'Recipient' address of my friend. Later, messages received that order on its way to me. I telephoned customer services and again explained the error and that my further message also ignored. After checking 'the system' assistant said that it had picked up my billing address as delivery address instead of the 'Recipient address' that I had entered. Convoluted return and re-order offered which I declined. Instead I will post the item on to my friend, and requested reimbursement of the postage. I was offered/accepted/given by email a £5 gift card to be used against any next purchase. Item delivered to me tonight 6.30pm 2.10.25 by Amazon, so too late to take to Post Office, which I will do in the morning and send on to my friend. There is obviously a real problem with HC IT system, and no 'real human person' overseeing the order process, all automatic.
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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.
