Review Time
I’m sure the chocolates will be delicious, as always. They are a gift. The poor review is for the appalling delivery by Amazon Shipping.I was at home waiting for the delivery when I received a text saying it had been left next to the greenhouse, I don’t have a greenhouse! I rushed out and saw a white van up the road. The driver went to fetch the parcels and also came back with deliveries for two of my neighbours, six parcels for three different addresses, all left behind a property up the road, a totally different address. Our properties are clearly numbered.I will not be ordering from Hotel Chocolat again until they use a different courier service.
This is my first experience of Hotel Chocolat. The chocs were given as a 60th wedding anniversary gift and there was a link on the gifting email to click on. I followed instructions exactly but when I came to the end of the order, it still said I owed the cost of the chocs plus postage. I ignored that and the order went through. The confirmation email said the balance owed was again the cost of the chocs plus postage. The chocolates arrived today and look lovely but……it said I had sent them to myself instead of the actual sender. At no stage did I give any payment instructions so I hope that I don’t get charged or accused of stealing the chocs!! It seemed to be a very complicated process to claim this lovely gift and maybe needs looking at and adjusting. I’m sure we’ll enjoy the chocolates.
The hot chocolate flakes are great as usual but delivery could be improved. Delivery took longer than usual and Amazon driver left parcel behind a refuse bin in front of our home, which had been placed out for collection . We were lucky that our parcel was still there when we got home as it could have been taken by refuse collectors or the public as it was very visible to passers-by. Our neighbours are home during the day so could have easily been taken to one of these.
First and last time at their cafe / hot chocolate place. Awful product, terrible price, awful services. The only good thing were the people who could work anywhere other than this place. Sign up and app were stupidly difficult without giving your address, name, email, phone number and every important information a scammer would need to phish information. Had to ask a server to help by using a physical card and link it to an account I had already made online. Physical card useless when we all carry phones 2025. They’re 10-16 years late. Prices are in line with 5 years in the future. Taste was awful. Then complaining about your order, if you have time go on ahead. Otherwise their complaints form is awful. Can speak to someone, they’ll help…. Ish…. Depending…. Didn’t get an email asking for the screenshot to prove I paid for something to get a refund and when I went to find an email I couldn’t. I now decided trustpilot can have a review for other people who have more sense than I do than to just walk in because it looks okay. Starbucks / Costa and even some smaller branded / locals are 5x better easily!!!
I’ve had a good experience from start to finish the Velvetiser I ordered was out of stock and I sent a notification to Hotel Chocolat to inform me when the item was back in stock,they sent a message to say it was available so I put an order in for this item and was kept informed of every step of the process and the Velvetiser was delivered on the day and timeframe they said so I’m more than happy to do business with Hotel Chocolat again online!!!!!! Well done 👍
I bought Kirsch cherry chocolates on 15 September at Manchester Picadilly station and when I opened them they were a bit white which I think is due to heat. They were also a bit dry in the centre. I messaged Hotel Chocolat to complain and they replied apologising and asking for photos bar codes LIT no and proof of purchase. All of which I provided which was a bit of a faff tbh. Since then I've had nothing from them and I've chased politely 3 times. Poor service, I expected better and I spent £10 on a poor quality little tin of chocolates. If you don't care then don't ask the customer to provide loads of detail.
Excellent customer service. I was in the Sunderland branch yesterday, wanting 2 childrens advent calendars urgently as they needed to go to Sweden next week. Although they were in stock, they were still in the store room, unopened. Alison, who was serving me went to the stock room and specially opened the box. Thank you so much.
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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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