Review Time
Long time customer of Hotel Chocolat for their Velvetiser Hot Chocolate Sachets.I’ve recently noticed that your sachets have very quietly been reduced from 35g to 31g, yet the price remains the same. There has been no clear communication about this change on the packaging or your website.This feels misleading to loyal customers who expect transparency — particularly when products are being shrinkflated without any acknowledgment. Could you please explain why this reduction was made, when it happened, and why customers weren’t informed?I’ve always appreciated the quality of your products, but it’s disappointing to see changes like this handled in such a way. I think customers deserve an honest explanation.
Great chocolates poor choice for courier. Disappointing that they are an ethical company choosing an unethical courier.. I paid specifically for nominated delivery for a birthday, but it came 2 days later. I had to reach out for a refund of delivery charges. Such a shame as I see there is an overall theme of disappointing delivery.
Bonkers Delivery!!!Delivery is free via 'click and collect' opposed to £4.95 to my address. I chose 'click and collect' assuming my parcel would be sent to the chosen shop along with their own delivery, thus saving the company money. NO! They sent my delivery via Royal Mail to the Winchester store and I have received updates at every stage as if the delivery were coming to my own address! Now, I have to make an unnecessary trip to collect it! Why is exactly the same service FREE to a store but £4.95 to a customer???? You, the company haven't saved money, yet are inconveniencing your valuable customers!!
I ordered a letterbox gift online on 29.9.25 to be delivered to a friend. However, when order receipt received it stated that delivery to me (the purchaser). I replied that this was an error and repeated the 'Recipient' address of my friend. Later, messages received that order on its way to me. I telephoned customer services and again explained the error and that my further message also ignored. After checking 'the system' assistant said that it had picked up my billing address as delivery address instead of the 'Recipient address' that I had entered. Convoluted return and re-order offered which I declined. Instead I will post the item on to my friend, and requested reimbursement of the postage. I was offered/accepted/given by email a £5 gift card to be used against any next purchase. Item delivered to me tonight 6.30pm 2.10.25 by Amazon, so too late to take to Post Office, which I will do in the morning and send on to my friend. There is obviously a real problem with HC IT system, and no 'real human person' overseeing the order process, all automatic.
Disappointed with product. Most chocolates all discoloured coated in a grey dust. Gift were for wife’s birthday so took the edge off the gift. I expected when purchasing direct from Hotel Chocolate I would get good service and high quality goods.
Claim your business profile now and gain access to all features and respond to customer reviews.
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.
