Dismal disappointing service. Rarely do I have to complain regarding the delivery of products, but my experience in this instance was dismal. I have family members who were due to celebrate their 60th wedding anniversary (5th June 2025) so I ordered a box of chocolates for delivery on their big day, with extra payment to ensure it arrived on/by the day and chose the ‘Anniversary’ gift box/sleeve. A day before its scheduled arrival I received an email/text to say it wouldn’t be delivered until Friday 6th June due to the courier (Amazon) having transit problems. I wrote (email) to Hotel Chocolat customer services in complaint, to which they replied with an apology and refund of my delivery charge. Some would say well that’s good, but the impact of not having the gift delivered completely ruined my desired gesture and surprise. A £4.95 refund was equally like placing a tiny plaster over a large gapping wound. Would we expect an undertaker to turn up at a funeral the following day, a removal company to turn up a day after a house completion or a taxi to turn up 24 hrs after booking it. They arrived a day late. Hotel Choclate hoped that when I receive the chocolates they taste good, no doubt they will, but I am left with nothing but a bitter taste.
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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.
