Review Time
I visited a shop in Norwich and received excellent treatment. At 86 years old, I often face a lack of respect from younger people, but this time was different. The staff member who assisted me was brilliant and showed incredible patience. I was feeling down due to the anniversary of my wife's passing, but the compassion shown by the staff member lifted my spirits. Despite being a temporary employee, they demonstrated remarkable dedication. Truly commendable.
We visited a chocolate store in Peterborough to see the new Velvetiser up close. We have enjoyed the older version and were excited to explore the upgrade. We were greeted by a representative who was friendly, fun, and knowledgeable. They gave us a fantastic demonstration of the new Velvetiser and prepared a flavor of our choice. We were impressed that the new model produced a hot, steaming drink, eliminating the need to boil water and heat cups as required with the older model. We also love that we can make cold chocolate drinks, which could be enjoyable with some cream liqueur during the festive season. We purchased the new model and I'm pleased to say it outperforms the older version. The new whisk creates a perfectly creamy froth, which is excellent since I only use skim milk, often resulting in a thinner consistency. Well done to the team and a big thank you to the representative!
I've been a loyal customer for years, expecting quality products. However, my recent experience has changed my view. I purchased a box of chocolates as a gift, only to find that a significant portion had a greyish bloom. When I returned to the store for a swap or refund, I found that all alternatives displayed the same issue. The manager acknowledged it as a known problem across several locations. I opted for a refund, and while the staff was professional, I find it unacceptable for retailers to knowingly sell subpar food items at a premium price, especially during the gift-giving season.
We purchased a large box of dark chocolates from a retailer and found them to be spoiled and powdery upon opening. After contacting the company with evidence, they acknowledged the issue but offered only a partial voucher despite the original cost. This is incredibly frustrating, especially as a loyal customer. The customer service experience has been quite disappointing, and I plan to escalate the matter further.
Whenever I want to send some chocolates to someone, Hotel Chocolat comes to my mind first. But they sent me a text message on my number at 9am on Saturday! How stupid and annoying is that? Will never buy anything from them again. And will never recommend it to anyone. I'll tell my friends and family about their stupid and aggressive marketing tactic!
We went to Hotel Chocolat in Cribbs Causeway on Friday evening to exchange an item bought in error, not food. The shop was fairly busy and a young lady was dealing with a very large return for a customer. She stayed calm and polite and did everything exactly as you would have wanted. The customer herself was very pleasant and it was great to watch someone so young with such confidence deal with her. She then went on to sort out and solve our error without any fuss or bother. I worked in customer service for many years and young people like that don’t come along to often so I asked her her name, Lily, so l could write something to say what a credit to your company she is.
Supposed have been delivered to an address on Friday, yet tracking showed it was undeliverable! Recipient has a doorcam, and was in all day, video showed NO delivery attempt was made.On contacting customer service, I spoke to a lovely lady called Aurora, who was exceptionally helpful, and a replacement was sent with next day delivery, so I can't fault there customer service! The products are indeed quality, but they loose 2 stars for using amazon as delivery, which is terrible, although the replacement was sent by Royal mail.It's a massive shame that a premium chocolate retailer is using amazon for most deliveries, as it let's them down. I'd rather purchase in store in future, and won't be buying on line again.
Don't trust this company with your chocolate orders; they are simply incompetent! I don't have the time to go into the details, as I have just spent 30 minutes and three phone calls trying to get them to correct a chocolate order delivery. Placed an order online, chocolates never arrived, they email me saying that they will send them to me! I DON'T WANT THEM, THEY NEED TO GO TO WHERE THEY WERE SENT TO ON THE ORDER.Useless
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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.
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