Hotel Chocolat Reviews 60,051

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.

Just truly awful tasting chocolate. I can't get my head around why this company is so popular when their products are so overpriced and so so underwhelming.
I've tried various products from their stores over the years and been truly disappointed every time.

Decline decline decline

Since being purchased by Mars, I have found the quality of chocolate has deteriorated immensely and even in store the chocolates were clearly not properly tempered, having the white patina of split chocolate. Prices are still healthy. Shame the quality is nosediving

Bought an advent calendar at the end of November and it was left on the doorstep in the rain- didn't bother to ring doorbell.
When it was time to start eating the chocolate I noticed they all had a bloom. I wrote an email to customer services and 12 days later they have still not bothered to reply. I should have learnt my lesson from last year as the same blooming occurred on the chocolates in the advent calendar then, but at least they had the courtesy to reply and offer me some other chocolates. I won't be buying any more

If I could give 0 stars I would. It is a scam, they charged my order they could not send because one of the items was out of stock. If you reach customer service, they reply in 3 days, then they dissapar. I will have to ask my money back through my bank. I don't have other choice. This is a theft!

Advent calendar. Chocolate had blooming. Contacted hotel chocolat several times. Sent images, and required batch code/best before date and where purchased. Over a week ago now still nothing. Over £70.00, wasted.

I have bought from hotel chocolate on several occasions and have always been satisfied. I am 86 years old and like a lot of older people I needed help. I was greeted by Nelly who was the most helpful and caring assistant. At the time I was very low as it was the anniversary of losing my wife but Nelly was so understanding and compassionate considering that she was only a seasonal employee. We sorted out my order and I left the store very satisfied. Creditable. The store is lucky to have people who are so helpful. It makes life so much better

Chocolate dipping set has only a month expiry date on it.

Live Chat on website doesn't work.

Have not replied to an email 4 days ago.

Slow to despatch in the first place.

Wouldn't order online again.

Sam, at Hereford Hotel Chocolat made my shopping experience a joy.
She was very experienced on helping me make the right choices.
Her customer service was exceptional, very polite.

I had a great experience in the branch in Victoria station.
Not pushy , but friendly in a human way & I ended up spending in a shop I don’t usually spend in !
Thank you

Received only part of my order tried contacting there customer service numerous times but no answer and just waited and waited. Sent numerous emails but no replies from them. Very quick with taking your money though. Now im about £150 down that they have of my money...Will never buy from this company again. Be careful people from buying from this incompetent company. Disgraceful!

Received a gift of the Classic Christmas box.
Have always loved the Hotel Chocolat brand but this was a very disappointing experience. Generic liquid toffee in a lot of them. Fillings overly sweet , flavours synthetic.

Bought an advent calendar as a gift. RRP £30. Over 50% of the chocolates missing - obviously a QC issue. Informed customer support. Required lengthy responses including sending bank statements as proof of purchase despite sending photos of the purchase. Offered a £5 gift voucher. Very poor brand response from a supposed higher / cost brand. Will not be an ongoing customer.

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.