I had a really poor experience with Hotel Chocolat and will be thinking twice before ordering again/ advise against anyone else ordering from them.I had ordered a gift well in advance for a close friend’s engagement, a meaningful moment I wanted to mark with something special. Despite ordering early, the gift hadn’t even been dispatched almost a week later, and I had to chase them to find out what was going on. I was reassured it would still arrive on time, but it never did. I followed up several times and was repeatedly told it was on its way, until they finally admitted it was likely lost. I had to push just to receive a refund, and was told as a “gesture of goodwill” they would still send the item, which of course never arrived. When I followed up again, I was told there was nothing more they could do and that if I wanted the item, I’d need to place and pay for a brand new order - which would arrive nearly three weeks later than originally planned. What made it worse was the condescending and dismissive tone from one of their staff members. This wasn’t just a late delivery, it was a complete failure to deliver on a promise for a meaningful occasion. I’d chosen Hotel Chocolat because of their reputation for thoughtful gifting and their so-called “100% Happiness Guarantee.” What I got instead was empty reassurances, a lot of back and forth, and an insulting offer of free shipping (which I already had), followed by a £5 voucher - a gesture that felt like a slap in the face.I wouldn’t trust Hotel Chocolat again for anything tied to a special occasion. They completely missed the mark, both in service and in empathy.
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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.
