Review Time
I ordered a birthday gift of chocolates for my wife's birthday, 4 days later and still no delivery.Tracking information just says in transit, so I called the customer service team this afternoon and was told the chocolates will definitely be here today but nothing has come again.My wife's birthday is tomorrow and very disappointed about the delivery service as I waited in all day.
My problem was delivery. I ordered as usual via your website on a Monday allowing I thought plenty of time before my Granddaughter's birthday the following w/e.Talk about touch & go. Seem to take ages before they left you depot then delivered by Amazon (not a problem for me) but not next day delivery still waiting by Friday, arrived. Had I realised that I would have ordered via Amazon in the first place free next day delivery with Amazon Prime.Moonpig seem to get it right as well. Love the product but may go to Amazon first the next time I order.
It is entirely due to your customer service agent Jessica that my box of Chocolates was delivered at all. I phoned and left many messages 4 days before the parcel was despatched from Hotel Chocolat and spoke to numerous people who assured me the wrong address had been altered to the correct one. I was assured that it was going to the correct address by an email from you. But when I checked with Amazon shipping the address still had not been changed. I phoned again and was assured that Amazon had been reached out to and the address had been altered. However the next tracking information I recieved was still for the incorrect address. As the merchandise I was giving as a present was quite expensive, I was by this time very worried. I spoke to an agent called Gabriel who showed no empathy and addressed me by my first name without asking if I minded that, displayed no sympathy and no real concern. It was only because I had the luck to speak to Jessica an amazing member of your team who immediately was very concerned and solved my problem straight away by arranging a replacement to be sent to the correct address I owe her many many thanks she is an absolute 🌟 star. The original order Amazing shipping delivered it to the wrong address and the shipping/delivery information they gave was that it was left 'somewhere near the garden' really not good enough very bad service from them so it wasn't given to anyone just left carelessly outside somewhere
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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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