I placed my initial order on May 27, intended for delivery on May 31, and I paid extra for expedited shipping. For my sister wedding anniversary Unfortunately, I mistakenly entered my address instead of my sister’s. I promptly contacted customer service via email to request a change in the delivery address but did not receive a response.I started to panic and Following this, I utilized your live chat service, where a representative assured me that my order could be canceled. She confirmed that the cancellation was processed, and I subsequently placed a new order with the correct address. However, on May 31, my sister did not receive any delivery, prompting me to investigate further.To my dismay, I discovered a response indicating that the team was still waiting for the correct address. I explained that I had already canceled the incorrect order and placed a new one. The lack of acknowledgment regarding the cancellation caused significant confusion and frustration.While I appreciate that the team eventually sent the order, it was unacceptable that my sister only received her chocolates on Wednesday,4 of June. rather than the promised date of May 31. Given the premium price of your products, I expected a higher level of service and communication.I believe that as a reputable company, more attention should be given to customer concerns and order management. I hope you will take this feedback seriously and improve your processes to prevent such issues in the future.The wedding anniversary surprise for my sister was ruined. The senders didn’t even bother to compensate or properly apologise. The first cancelled order number 74512148Second order 74512167
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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.
