Hotel Chocolat Reviews 60,049

Staff in the Winchester branch are great so they deserve a higher star rating. The two star rating is because everything I purchased and received for Christmas from Hotel Chocolat this year (and I’ve noticed it on some of the products on the shelves in the stores) seems to be covered in bloom. Whilst I understand it’s safe to eat it’s an unappealing look when you’ve paid a premium for the products.

Another change of recipe disaster. The rose & violet creams which are my Christmas classic are awful now. No taste at all apart from sour bits on the top. A sickly tasteless product now at a very high price. Such a shame they changed the recipe

Simply white hotel chocolate 🍫 penguins.

As a family of 6 with individual tastes and likes..we all decided these chocolates taste like pig farm. Utterly disgusting! I hope we just got a bad batch but my god, they are vile!

Hotel Chocolate has been my favorite go to chocolate due to the high cocoa content and strong flavours. However, this year especially I’ve noticed a decline in quality! I absolutely appreciate that chocolate has gone up in price - a lot. But! … Hotel Chocolate have increased their prices accordingly but lowered the quality! Please don’t
Pull the wool over our eyes - profit greedy Mars! Not buying again- instead I’ll be making my own because the small companies are being pushed out by the boys now and soon we will not be able to buy handmade chocolates. Plus they will be full of s..t due to the lack of food standards in large scale manufacturing.

I’ve thankfully not had to contact customer services for Hotel Chocolat until recently. We had an issue with our velvetiser being very noisy which was putting us off using it. From first contact online to resolution in store, the team were understanding and caring.

I exchanged the velvetiser and the staff in store were fantastic, no extensive questions, the email chain I showed was enough and the unit was exchanged for a new one.

Really pleased with the service and products and would highly recommend.

This company falsely claims they ship overnight when they in fact do not. If you are ordering from them and expect actual overnight delivery, it wont happen. They state on their website that they offer over night UPS air delivery. You pay $50 for this shipping so you would expect that is what you will get. Overnight would mean if you order it on the night of the 17th for instance, they process and ship the order on the 18th, and you get it overnight and it arrives on the 19th. Shipping day to the next day arrival is 1 day. Instead, which they don't tell you, they ship DHL expedited. DHL does not offer air overnight at all in the USA. This is blatantly lying to their customers and selling you something you are not getting.

Fantastic customers service from
Hotel Chocolat and Ben B in their customer service team. They could not have been more helpful, going above and beyond to help me resolve my problem. Thank you all so much, other companies can learn a lot from your company.

Bought some chocolates as stocking fillers The chocolates had not been packaged carefully so were upside down in their packaging and marked looking like they’d been shaken about in transit. The chocolate also looked like it had bloomed. Complained on 2 December. After supplying information required on 7 December, I’ve heard nothing. Standard email replies give excuses about IT issues and staff sickness. But it’s been over 3 weeks. The last response asked if I still needed help. This is shoddy service and I won’t use again.

I buy Hotel C often, unfortunately bought Rose and Violet chocs which had no flavour at all.
If you don’t want to be disappointed go for M& S,
much more flavoursome.
I see they don’t reply to reviews, just shows what they think of customers.

I visited the branch in Uxbridge. I was attended to by a delightful young lady named Hope. She was attentive, cheerful and charming.
Hold on to that young lady she has what it takes to be great

We visited the merry hill branch today and we got served by a lovely staff member called magdalena she was so lovely and helpful

Advent calendar nothing no chocolate behind silver covers one and thirteen. Still some to go chocolates tiny this is a rip off do not and will not buy again due to customer service. Email no reply, Letter with bar code no reply, since being taken over by you know who total joke service up to Christmas. after two emails and the letter weeks later they reply unable to find letter or bar code, they just go round in circles they have no idea what they are doing when it comes to complaints for poor service and products short, VIP card given that shows purchase. on going 23 -1 -26

Paid for next day delivery and it arrived a day late completely destroyed. Parcel was torn up and had water damage meaning all the boxes inside were ruined and can’t be used for Christmas. Tried contacting but no answer

I opened my first Velvetiser on 12/7; defective device that did not turn on. After multiple emails and days of being ignored, a new unit was shipped.
The replacement Velvetiser arrived today. DEFECTIVE! DOES NOT TURN ON!
Absolutely, ridiculous! How do two brand new units not even turn on?
I've emailed Customer Service again. Hopefully, I won't be ignored for days.

Haven’t received an order that was sent usps priority mail . Should have been delivered in 3 to 4 days going on 16 days . No help from this company. I’ve emailed twice with one response from them for a $10 discount. Ummm how about my $100.00 order. Only AI bot on their chat.

Called into Spytty Newport branch this morning for a festive cup of hot chocolate while we were shopping. I asked if they had any mince pies and the server looked at me as though I’d ask for something illegal! The curt ‘No’ didn’t go down well along with the £12.37 for two chocolates and a cookie. Christmas obviously hasn’t arrived at Hotel Chocolat yet.

Advent calnder had 2 door missing product
I have contacted them to ask for help and all I get back is we need a bathe number and code this information is not on the packaging. I understand as a company this may feel important to them so they can investigate and ensure it dose not happen again but from a customer point of view it frustrating. There item missing it not a health and safe or food hygiene issues it a customer service issues I don't have a code all I want is for the company to make it right. I have even sent a video of the box in qestion asking for help identify the info they want but to of spent nearly £60 on a product and customer service to prioritise paper work over service is very disappointing . Cost keep going up and up the service need to match the price paid

I wanted to return some items without a receipt. I called the store on the same day I purchased them items to ask if this was possible. I was told yes. I then received a call from a very stern person who told me they would not refund me without a receipt.

This is very unusual. Usually stores are nice and accommodating and they will refund if you have the card you used to pay. I had no idea Hotel Chocolate was so unusually harsh and cutthroat to its customers. Congrats on losing a customer for life.

Store: London Euston

I placed an intro pack order on November 27th and it hasn't shipped. Reached out to HC over their chat and didn't get a response for a few days. Afterwards, the agent told me the package was most likely lost and they will send me a replacement and a discount under certain conditions. #1 the color I wanted was out of stock so they can only replace it with pewter, #2 the free gift was out, so no replacement there. I didn't agree to the replacement, but they processed it anyways. I've asked for a follow-up because the what they are offering as a replacement wasn't what was ordered. It was just the machine and not the intro pack. I've been trying to get back in touch with them now for 3 days and no response. Thinking of disputing this charge with my cc. What horrible customer service.

I placed an order for click & collect. Forgot to collect it for a month and when I went in to ask about it I was told it was sent back to the warehouse. I contacted customer services and was told the order was collected the day it was placed but I was at work all day ??? Emailed back asking for info on alleged time of collection, why a collection confirmation email wasn’t sent, why the order is still marked as in transit and why I was told in store it was sent back and I haven’t received a response. It’s been 12 days and automatic response states my email will be answered in 72 hours.