An order was placed online and the incorrect address was selected from the address book. As this came to light we contacted this company who we have been customers of for over 20 years. The initial contact was with a very helpful agent who advised us to get the sender to email them with permission to allow us to discuss what, if anything we could do. Whilst nothing was promised it gave us hope that some goodwill gesture might occur. After three abortive attempts to discuss this our final agent was dismissive and refused to engage or show any empathy, offering free delivery as compensation.We fully accept the sender was careless, however the first contact was creating the impression that there was a possibility of a good outcome. Instead of which a week wasted in vain.This is a very poor reflection on a previously high level of service.
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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.
