Review Time
Delivery was fine , I ordered a luxury egg and 2 slabs of chocolate and it's those I'm disappointed in ...tiny size and for nearly £15 each I expect a higher end packaging other than clear plastic wrap it came in , no thought whatsoever from a company like yourselves .after reply .....as stated it wasn't just about dimensions the packaging is cheap
I paid £75 for an Easter Egg to be delivered, purely for it to arrive as a surprise, with a personalised message written. I made sure to input my details where requested, and the recipients details wherever requested. Next thing I know, the recipient is getting delivery updates for the “surprise” gift, and if that’s not enough, it arrived WITHOUT THE PERSONALISED MESSAGE! This appalling experience totally defies the purpose of spending so much money for an Easter egg, which is that I wanted to offer someone a surprise, with a beautiful message.I did phone up your customer service team, your colleague first said I didn’t tick the box saying it’s a gift. I then said I definitely did, and wrote a long text too. She then acknowledged that she could see the text (which wouldn’t be possible if I hadn’t actually ticked the box). She proceeded to say “for the little mistakes which were not so little i can send a £5 gift card to your email”. I politely refused, saying I’m telling you so it doesn’t happen to someone else. These not-so-little mistakes actually defy the whole purpose of planning this surprise.
Pleasant chocolate but awful customer service.I ordered an Easter Egg for my Daughter and Son in law paying extra for Saturday delivery. It was delivered on the Wednesday before! I complained and was told they understood it was annoying for this to happen but basically that was it. No offer to refund the extra paid.If you pay extra for a service they should provide that service, not do what they want and say "Oh Well". I also ordered 3 expensive eggs for delivery to me. They sent it with Amazon who without ringing the doorbell left c£100 of chocolate eggs on my doorstep and drove off. I told Hotel Chocolat about this and they said they used whichever delivery service was available and that in future I should nominate a safe place for them to leave parcels. A) I don't have a safe place out of weather issues, B) I was in so a safe place was not needed, just a ring on the bell.Their response to me seemed to suggest that I should organise my life to fit in with their unsatisfactory deliver methods.
Sadly whilst the chocolate is good, it was disappointing to find they use Amazon for delivery (A company I avoid in an effort to support smaller businesses & not fund billionaires) I paid extra to ensure delivery so this was all the more frustrating. I wont order from them again.
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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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