Review Time
This company has terrible customer service. The new velvetiser and advent calendar I ordered arrived waterlogged and damaged in a crap looking huge box with hardly any cushioning. They did send me a return label to send it all back to them but then told me I would have to wait until until they received the damaged items until they will send out the replacements. I don’t know why it was delivered to me in that manner, but the damaged stuff took long enough to get to me, and will take long enough to send back, and then who knows how long they will take to look it all over before they will send the replacements back. Emails take ages to respond. They even said to keep the advent calendar, but who in their right mind would want to consume anything that had been soaked in who knows what. Dreadful customer service from this company. They have really gone down hill. Beware dealing with them. They just don’t care.
My order never arrived, but this was due to Amazon shipping.Amazon never reads their delivery instructions, but this is not the fault of Hotel Chocolat.When I contacted them they sorted out a refund and advised me to place future orders over the phone, which would let them send it through a different courier. They also replaced my voucher I used for this order.
Hotel Chocolat in Westwood cross is fantastic. The staff are always ready to help, welcoming and customer service is brilliant.One day I was going into the toilet when a staff member was coming out of the toilet next to me. To my horror she was wearing her apron. All staff should know food hygiene via attending courses. This should NOT have happened. When I informed their manager he as blade about it, so disappointing
Way over-priced for quality and quantity of chocolate you get for your money…and sneaky, I think!£5 birthday “treat” anything but!Spent some time in a queue with my £5.45 box of 6 chocolates, expecting to get it for 45p - not so!On presenting my £5 birthday voucher, I was advised you had to spend £5.50 before you can use the voucher! The only other option was to pick up the £5.95 box of 4!!! choccies (big deal!) to use the voucher! I politely told the assistant that I would pass, I’ve unsubscribed and will never spend my hard earned cash there again (and I have spent rather a lot there in the past)…Back to Thornton’s and Cadbury’s for me. In my opinion, a more “honest” retailer.
I do 100's of reviews about restaurants, take aways and Cafe's..however this one is was trying to keep to myself lol, HOTEL CHOCOLAT in the Merry Hill Centre is amazing the Cafe side, being served by Magdalena and Holly...happy and cheerful and so so friendly..service 10 out of 10 the Bannana cake was A1* the flat white coffee as good, my partner had been there 3 or 4 times before, this was my 1st of many visits..I used to use Costa and Starbucks and even Mark's and Spencers..this is a gem of a place...not overly large...enough room to be comfortable...try it you won't be disappointed...huge thanks to Holly and Magdalena making the visit worth while....
This review is being given before I’ve actually got my order … no problems ordering .. but delivery arrrrggghh ! No updates on my parcel then told to wait a few more days didn’t come told it’s lost ! ? Reordered for specific day where I stayed in all day still nothing told it should come the next day still not arrived sorry hotel Chocolat POOR POOR POOR .. if I eventually get my order it’s definitely the last something seriously wrong with your delivery service ☹️
I contacted customer services when I couldn't buy the pouches of drinking chocolate and their excuse was storage and recycling. They didn't even mention the truth being because you now have to buy the boxes of sachets. 1) There is far more packaging and storing boxes takes up twice the amount of space2) so they could sneakily charge more fir less content. What was a 35gm serving in their sachets is only 31gm!!! Think I shall just velvetise Cadburys or supermarket home brand drinking chocolate in future. Poor show Hitel Chocolat
I was recently gifted the new Velvetiser as a replacement for my tiring older model. It was wonderful for a few days then just stopped working. It would light up and turn on but it wouldn't complete a cycle before turning itself off. I contacted Hotel Chocolat by email and they asked for an email containing a video of what was happening, my receipt or proof of purchase and the model name and serial number. I sent it all back and received a reply the following day with a returns form attached. I had to fill out the form confirming the type of fault, what I wanted done about it - refund, exchange, credit note etc - and any other comments. Postage was already paid for which for a machine that weight and size would have cost a few pennies to send. I packed up the machine - I didn't have to return the mugs and others accessories I got - took it to the post office, showed them the code and off it went. I posted it on a Thursday and received an email confirming they'd received the old one and had sent out a new one on Tuesday. While it was a very disappointing experience having to return it they handled it well so I can't fault them for that. I've removed a star purely because the velvetiser hot chocolate subscription is not reliable. You'd imagine it would be received on the same day every month but no. Mine takes between 2 to 5 days after the dispatch email to reach me. The star is also removed because the hotel chocolate subscription should be cheaper. If I am guaranteeing you my custom I'm not seeing much reward for my loyalty. I have since found an alternative to buying directly from Hotel Chocolat which isn't a whole lot cheaper but it all adds up.
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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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