Review Time
The customer service here operates on a template basis. I attempted to cancel my order just two hours after placing it on a Sunday due to a change of mind. Even though it was dispatched on Monday, I received a response later stating it was too late to cancel once it had been sent out (perhaps a check before processing would be helpful?). No problem, I requested the return procedure and received an address a few days later along with vague instructions asking me to specify what was wrong with the item. It was clear that no one had actually read my email. I returned the item with my reference number, as that seemed to be all they needed. I provided tracking information and waited for it to be delivered. Success! But now, the company is ignoring me, essentially holding my refund hostage. It's a strange situation, but okay. They are failing at the basics of customer service and communication. I'm looking forward to their next message, which will likely be a request to rate their service instead of addressing my concerns.
I received a voucher that is still valid, and I have proof of the transaction from the giver. However, when I tried to use it at the local shop, I was told it hadn't been activated and was advised to contact customer service. I've reached out twice through the company's website but haven't received any response, which is quite disappointing. This is especially frustrating after placing a large online order where gift vouchers can't be used!
The customer service here operates on a template basis. I attempted to cancel my order two hours after placing it on a Sunday due to a change of mind. Even though it was dispatched on Monday, I received a reply stating it was too late to cancel. I asked for return instructions and received a vague address and brief instructions to note the issue with the item. Clearly, my email wasn't properly read. I returned the item with my reference number and tracking info, but now the company is ignoring me, holding onto my return. It's frustrating to see such poor customer service.
I visited the Leeds store and had an unforgettable experience. I needed to pick up some hot chocolate flakes and wanted to try a hot drink. The staff member helped me find the perfect chocolate to pair with my coffee and suggested various flavor combinations to try. I felt truly cared for and will definitely return. Although I didn't catch his name, his enthusiasm for his work made my visit enjoyable.
I visited the Cardiff store and was quite underwhelmed! The service was extremely slow, and while I ordered hot chocolate with cream and marshmallows, there was no spoon provided. The seating was uncomfortable, and there was no internet access available. My phone gave up after waiting 30 minutes for it to connect. The app also failed to send a confirmation email. A three-star rating might even be generous...
We visited the Nottingham store today, having been there before. Unfortunately, the staff member serving us was quite unfriendly and hostile, which was a stark contrast to our previous visits. It was a negative experience that has made us hesitant to return.
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We are experts in crafting the perfect chocolate drink for you - a process we call 'Knoopology'. In our stores we serve over 20 different percentage chocolates as hot chocolates, milkshakes, iced chocolates and mochas, as well as coffee and accompaniments.
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