I paid £75 for an Easter Egg to be delivered, purely for it to arrive as a surprise, with a personalised message written. I made sure to input my details where requested, and the recipients details wherever requested. Next thing I know, the recipient is getting delivery updates for the “surprise” gift, and if that’s not enough, it arrived WITHOUT THE PERSONALISED MESSAGE! This appalling experience totally defies the purpose of spending so much money for an Easter egg, which is that I wanted to offer someone a surprise, with a beautiful message.I did phone up your customer service team, your colleague first said I didn’t tick the box saying it’s a gift. I then said I definitely did, and wrote a long text too. She then acknowledged that she could see the text (which wouldn’t be possible if I hadn’t actually ticked the box). She proceeded to say “for the little mistakes which were not so little i can send a £5 gift card to your email”. I politely refused, saying I’m telling you so it doesn’t happen to someone else. These not-so-little mistakes actually defy the whole purpose of planning this surprise.
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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.
