Review Time
Having just returned from Hotel Chocolat and Project Chocolat, in St Lucia, I was keen to continue tasting great chocolate. The Ginger Truffles were very nice, but they really needed a little more ginger. The dark chocolate was, as always, excellent. Thank you.
Very unhappy customer.I went & spent a couple of days with my 90 year old mother & took my Velvetiser with me so she could try it.She said she’d like to try the chilli chocolate so I went online on Wednesday & ordered 2 boxes to be delivered on Thursday.I received email saying it would be delivered Friday which was no good as I was leaving at 10.30am on Friday.So now I have to spend time making calls to complain for something I paid for & didn’t receive on the day it should have arrived.
Ok here goes bloody fantastic service, I had a slight problem trying to place a order, so I phoned a lady in Hampshire boom order place she promised they would be with me next day and sure enough they have just arrived, they were a anniversary gift I’m so impressed with the service, Thank you Hotel Chocolat
I placed my initial order on May 27, intended for delivery on May 31, and I paid extra for expedited shipping. For my sister wedding anniversary Unfortunately, I mistakenly entered my address instead of my sister’s. I promptly contacted customer service via email to request a change in the delivery address but did not receive a response.I started to panic and Following this, I utilized your live chat service, where a representative assured me that my order could be canceled. She confirmed that the cancellation was processed, and I subsequently placed a new order with the correct address. However, on May 31, my sister did not receive any delivery, prompting me to investigate further.To my dismay, I discovered a response indicating that the team was still waiting for the correct address. I explained that I had already canceled the incorrect order and placed a new one. The lack of acknowledgment regarding the cancellation caused significant confusion and frustration.While I appreciate that the team eventually sent the order, it was unacceptable that my sister only received her chocolates on Wednesday,4 of June. rather than the promised date of May 31. Given the premium price of your products, I expected a higher level of service and communication.I believe that as a reputable company, more attention should be given to customer concerns and order management. I hope you will take this feedback seriously and improve your processes to prevent such issues in the future.The wedding anniversary surprise for my sister was ruined. The senders didn’t even bother to compensate or properly apologise. The first cancelled order number 74512148Second order 74512167
I can only report that eventually all went well and the Chocolate Happy Birthday slab was delivered on the correct day and was very happily received. My only problem was negotiating the ordering procedure - a little too complicated and lengthy.
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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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