Review Time
An order was placed online and the incorrect address was selected from the address book. As this came to light we contacted this company who we have been customers of for over 20 years. The initial contact was with a very helpful agent who advised us to get the sender to email them with permission to allow us to discuss what, if anything we could do. Whilst nothing was promised it gave us hope that some goodwill gesture might occur. After three abortive attempts to discuss this our final agent was dismissive and refused to engage or show any empathy, offering free delivery as compensation.We fully accept the sender was careless, however the first contact was creating the impression that there was a possibility of a good outcome. Instead of which a week wasted in vain.This is a very poor reflection on a previously high level of service.
I have always had a wonderful experience with my previous orders which had been delivered by Royal Mail. This time it’s been disastrous. I ordered my chocolates over the May bank holiday. I paid for next day delivery so that I would receive them 07/05/2025. I received an email from Hotel Chocolat so went to track my package. There was a message from Amazon Shipping stating that the estimated delivery was 08/05/2025!! I tried to reschedule as I wouldn’t be at home and add some delivery instructions. I wasn’t able to do this as I got a message stating that you couldn’t change anything with this package. Tried to put in the Hotel Chocolat order number and the number on the Amazon page- the message I got was that it had not been recognized.Today, 08/05/2025, my package was meant to be delivered between 3:30pm-6:30pm. This was later pushed back to 6pm-8pm.At 8:30pm I wondered where my order was and looked to see if it had been delayed. I was so shocked to see that it had been delivered. No-one had knocked so I went to the front of my house to see if it had been left at the front door. No package so I looked around and couldn’t locate it. Amazon Shipping had not sent a photo so I couldn’t see if I could recognize where the package had been left. I went and asked my neighbors but nothing had been delivered to them.I’m so disappointed and will always shop in store in future if Amazon Shipping are going to be the couriers.
Quality of the product (chocolates) is not in question. Always love the dark chocolate & I choose products I know I'll like. Amazon is the only fly in the ointment - I paid for Next Day delivery when I placed the order. When the order didn't arrive as it should have done I checked tracking - 2 days away still? The order was already 2 days after ordering in the evening. Requested to Hotel Chocolat that the Next Day delivery charge was refunded - the order turned up the next day. Not impressed with Amazon as a distributor for Hotel Chocolat. They could well be dragging the brand down.
At Nottingham Netherfield Katie in the cafe guided me through the menu and then took pity on me because I was having such a bad day and was consoling myself with a hot chocolate. She gifted me a selector to make a good thing happen today!Then I bought a gift card and John guided me to find a dark chocolate selector or two! I want dark chocolate but no nuts (I'm not allergic just don't like) and he got me to try a dark chocolate orange that actually has a little crunch because of ground almonds - lovely, so I had to buy it....and 2 other selectors!! That's 3 different purchases and uses of my vip card so I had 3 goes at the Feeling lucky cards! I wasn't feeling at all lucky with the day I've had 1st one NO, 2nd one NO but the 3rd one Yes - on the last day of that promotion at 6.58pm!! (They close at 7) Suddenly my day was a little brighter and my nip in to Hotel Chocolat was a great choice - Thank you Katie and John at Netherfield 😎The dark mint hot chocolate was lovely as well!
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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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