Hotel Chocolat Reviews 60,051

I had terrible problems ordering on their website and they strongly encouraged me to pay over the phone. As they are a big company I trusted them. About an hour later, my bank account was frozen as someone had fraudulently used my card details to place an order with a supermarket. My bank advised that this was due to giving my details out over the phone which I now regret. They informed a member of staff within Hotel Chocolat was most likely responsible.
I have since tried to ring them to inform them of this and have little help with this matter. I am just trying to make sure this doesn't happen to other customers. So far they have ignored all my emails and hung up on me. I have been advised to go directly to the police
Terrible company. Avoid at all costs

Placed order 74951008 on 30th nov. Delivery date was 5th Dec. It is now 8th December and royal mail say they still haven't received the package. I have contacted customer service and have had no response. Absolutely appalling service for a company that try to market themselves as high-quality and cost a small fortune.

I also purchased a number of items that were to be delivered to separate addresses. I filled in the individual addresses and paid for separate delivery costs (£45 on delivery in total) and my confirmation email says all the items are going to the billing address- while still charging me for the separate deliveries!!

The whole online experience is an absolute shambles and my faith in the company has completely gone! I will not be purchasing again.

Regular customer for the last 5-6 years , came to O2 to get chocolates for Christmas gifts today to spent 110£ in this store , when I asked if I can get a Christmas free gift bag that costs 3£ the sales lady says -sorry we don’t do this , I said I spent 100£ and you count 3£ , not a good customer service . I hope she knows that in 2 weeks they need to recycle them all . Guys learn to attract your customers . They come for the brand and care - the market is filled with Chocolate options .

I must order from Hotel Chocolat at least every 2 months & spend an absolute fortune every time. They package well & deliver on time. All is well until there is a problem. The customer service is poor & practically non existent! I have had the old velvetiser a long time & never had any issues with it. I bought the new velvetiser in September & it just goes off randomly. At 1st I thought it wasn’t a big deal as it doesn’t happen all the time but it’s happening more often now, making a loud noise, stopping after a few seconds. I contacted the customer service team for advice as it’s clearly faulty. They asked for a load of information I'm surprised they didn’t ask for my shoe size. Anyway I did my best to provide them with everything they asked for including images. I have a video of the fault but it’s not sending to them. It takes a very long time to get a reply so I called them. The agent was friendly enough but didn’t actually do anything. I told them I had a 19 second video as they were insistent on having the video rather than trusting their loyal customer & accepting the information & images I was able to send. The agent directed me to a website & left me to it. The website looked like a third party site & was full of pop ups therefore I refuse to use that. I’ve sent numerous emails since & am yet to receive a response or resolution. The velvetiser was £150 which is nothing compared to the money I spend there annually. I genuinely thought they would pick up the faulty one & send me a replacement because that is what decent customer service is. I hate to leave negative reviews but it’s absolutely warranted on this occasion. I’ve always loved shopping at Hotel Chocolat so this is very disappointing & a reminder that I need to shop elsewhere.

I do love hotel chocolat and I have done for many years BUT this year is my first time with their adventure calendar, apparently it’s the ‘everything’ adventure calendar yet there’s only 15 different chocolates in it, surely they could have stretched to 25 so there’s a different chocolate each day. My main issue is the calendar itself, the doors are so awkward to get into which means that before I can enjoy my daily chocolate I am annoyed by the calendar.

Order incomplete and missed delivery dates
Dear Hotel Chocolate Team, I am highly disappointed with the poor level of service that I have received. I placed an order on the 26th November for two items and was advised that I should receive the order by the 2nd December, however when I had tracked this it had not even been prepared by this date, I had purchased this as a gift for the 3rd December and instead had to purchase a replacement present at short notice and this was very stressful. On the 4th December when I returned from work I had received a delivery note informing that a parcel had been left in the shop and when I collected it was a parcel from Hotel Chocolate but only contained one of the items from the order and the
Tipsy Truffles Sleekster was not supplied although it was listed on the delivery note. Please can you advise me on what happened to my order? Why has it reached me without the Tipsy Truffles Sleekster included and why has the one item that I have received taken so long to reach me?

Placed an order for delivery on the 3/12/25 .
Order delivered on the 30/11/25.Despite nobody being home the parcel was left out side in the pouring rain .The recipient's didn't return home untill the 1/12/25 to a soggy mess .
Hotel chocolate slow to respond ,very poor customer service .
Buyer beware deliveries are by Amazon .

I can’t thank the gentleman I forgot to sign in my vip card and phoned to try refund the money as I was meant to get the £30 off new velvertiser and got the refund within 2 days and he also helped me S I’m not good with technology

My Velvetiser (Mk1) suddenly stopped working a few weeks back. As it was a Christmas gift almost 2 years ago, I had no proof of purchase or packaging. Within a couple of hours of me emailing Hotel Chocolat's Customer Service Team, I had a brand new Velvetiser (Mk2) waiting for me to collect at my local store, in the colour/finish of my choice. Then, when I went to collect the new product, I was treated as if it was an entirely new purchase, given the item with the accompanying glass and cup and complimentary drink selection box in a new tote bag. I was so impressed by how Hotel Chocolate took responsibility, communicated clearly, and put no barriers in the way of me receiving excellent service.

You have taken away the big drinking chocolate flake pouches and replaced them with tens of smaller portion pouches. I thought they were made of paper. But no. They’re each made of tough (impossible to rip) plastic. How does that make any sense? Here we are as costumers trying our best to recycle stuff and and you make this decision? It’s not even about the cost of the chocolate per gram. It’s about to idiocy of this decision in a world where more sustainability is required.

Bought a box of chocolates when we gave them as a present they were shortdated and the chocolates had gone white bloome .sent the photograph to customer services and explaied the problem. The chocolates cost us £18 and they said they would give us a £10 gift voucher only because one chocolate had been eaten terrible customer service from this size company.

The Hotel Chocolat online ordering service is very poor and I don’t recommend using it. The whole process is clunky and user unfriendly.

My order was a gift so it needed to go to a different address. Despite adding and choosing that address in the ordering process my order is set for delivery to me, which has caused great problems. Customer service, whilst polite and as helpful as they could be, could only put a stop on the delivery so it was returned to them, rather than redirecting it, and process a refund. which I’m now expecting. I was advised to then reorder online, which I won’t do as based on this experience I will get the same result. There was no opportunity to review the order - to check the delivery address - before finalising it.

I’ve used other companies to send similar items as gifts without any problems and HC’s process should be just as simple, but isn’t.

I made a mistake in my order and got the delivery sent to the wearing address. HotelChocolat resent (upgraded to next day delivery) for free as a courtesy as it was an advent calendar that would be late.
Thank you Nishima!

The most ridiculous, stingy portioned, advent calendar. Each window has a treat weighing 4g, not 5.2 as stated on the back, I was that shocked. I actually got my digital weighing scales out and weighed the can’t believe I paid £13.95 for it. Don’t waste your money. I’ve got a good mind to take it back.. in fact, that’s exactly what I’m going to do. What an absolute con. Each chocolate is 4g, not 5.2, 58 per 4g, 15p per gram! ,

Ordered advent calendars for my son and his girlfriend. Amazon left the parcel on the doorstep in full view of the main road. No surprise it was stolen. Customer service were awful. Not offering a refund or replacement just repeatedly asking the same questions until I lost the will to live and obtained a refund via PayPal. Their chocolates may be amazing but their customer service and delivery are very poor.

I ordered two advent calendars. I have received no tracking or delivery information. I was referred to the Shop app. After downloading the app and entering my order details, it just said my order had been placed. Sent the company an email and received an auto-response- we will get back to you as soon as possible. It’s December 1.

We popped into Hotel Chocolate store peterborough to have an up close look at the new Velvetiser. We currently have the older version and have loved it. We were approached by Becky who we have to say was both friendly, fun and knowledgeable. Becky gave a wonderful demonstration of the new Velvetiser and made us a flavour of our choice. We were very impressed that the new model gave us a hot steaming drink and thus cutting out our need to boil the kettle and heat our cups as with the older model. Love the fact we can also make cold chocolate drinks. Might be nice with some baileys over the festive period. We purchased the new model and I am happy to say it has outweighed the older version. The new creamer whisk brings my drink to a perfect creamy frothiness which is great as I only have skinny milk, which can result in a thinner consistency. Well done Hotel Chocolate and Thankyou to Becky. What a superstar and lovely girl.

Great customer service by Ryan at Nottingham Neatherfield. Went out of his way to make sure we enjoyed our experience

Customer service was amazing. He was very accommodating to the intolerances of myself and my mother. He was thorough and asked us to confirm before purchasing the chosen drinks. Would highly recommend. Made my birthday super special, thank you!

Great customer service - i purchased the velvetiser in July 2025 and unfortunately it stopped working so i contacted customer service and they agreed to replace it with a brand new one as it was under warranty - no quibbles and responded with the hour.

I love the variety of the hot chocolate and it does taste luxury!