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Review summary

Based on reviews, created with AI

Most reviewers were somewhat happy with their experience overall. Many customers are delighted with the products, often describing them as delicious, beautiful, and top-notch. People frequently praise the taste and quality of the chocolates, with some highlighting specific items like vegan options and various collections as exceptional. Reviewers often express satisfaction with their orders and the overall service. However, some people were dissatisfied with the quality of certain products, noting issues like stale taste, unexpected textures, or a lack of flavor compared to previous experiences. A few customers also mentioned receiving products with short best-before dates or finding chocolates difficult to remove from their packaging.

What people talk about most

Product

Customers generally express satisfaction with the product quality. Many reviewers praise the delicious taste... See more

Quality

Customers consistently note ambiguous experiences with quality. Many reviewers praise the products,... See more

Order

Reviewers mention ambiguous feedback about their orders. Some customers expressed disappointment, citing... See more

Based on these reviews

Rated 5 out of 5 stars

We bought 6 penguins and 6 christmas trees and although quite expensive for the price the taste was absolutely delicious. Gorgeous taste and beautiful to look at. Very happy

Company replied

Rated 5 out of 5 stars

Best chocolates on the market(I find Hotel Chocolat ones slippery)I received Signature Collection and I find ALL of the variety on offer appetising,interesting and delicious What more could you as... See more

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Rated 5 out of 5 stars

Bought 2x of 12 praline sweets to fill a wooden advent calendar with for my wife. Excellent, fast delivery, well packaged. Wife assures me chocolates are very tasty. I should have bought 3x boxes i... See more

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Rated 5 out of 5 stars

The vegan chocolates and vegan white chocolate Easter egg I bought for my husband were by far the best vegan chocolates he has had. We have never been able to get a good box of mixed chocolates till n... See more

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Rated 1 out of 5 stars

I ordered the Dubai chocolate truffles but unfortunately they taste nothing like the pistachio chocolate. The chocolate is so tough and dry, the inside is a bright green gel like cream that tastes of... See more

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Rated 1 out of 5 stars

I ordered a vegan Easter egg for my daughter. It never dispatched and I’m still waiting for a refund. Poor customer service so will not buy from this store again.

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Rated 1 out of 5 stars

My wife bought 4 boxes of chocolates at nearly £20 each – she wanted to give them gifts in a couple of weeks – and was bitterly disappointed to find they would be out of date in 7 weeks time. Not go... See more

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Rated 2 out of 5 stars

I’ve been buying the coffee creams for a few xmas’s now and up until now they have been very good and now sadly I feel the quality has dwindled and so have the size of the chocolates .. there is hardl... See more

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Rated 2 out of 5 stars

Coffee creams are my wife's favourite chocolate. I thought a 'premium' make would please her at Christmas. They were disappointing. There was only a hint of coffee, drowned by a gloopy highly sugary... See more

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Rated 2 out of 5 stars

disapointed, very small packs of truffles £5.99 each ,we couldnt taste any rum ,we do not recomend friars truffles amd we wont buy again disapointed.

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Rated 2 out of 5 stars

I love Hotel Chocolates as a treat and my son bought for me as a Christmas pressie the Alcohol box. Not impressed if I tell the truth, not as much taste and chocolate not as nice as HC. Will not be g... See more

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Rated 5 out of 5 stars

A fast and secure delivery but the chocolates..... well they were absolutely delicious!! They look amazing and taste divine, I purchased both the dessert and coffee collections, Christmas Day they wen... See more

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Rated 5 out of 5 stars

Lovely chocolate products, I buy the dark chocolate Brazil nuts and Dark Chocolate Gingers regularly for members of my family. I love their praline products. I ordered an overstock box of the Pralin... See more

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Rated 5 out of 5 stars

Just when I thought Friars chocolates couldn't get any better,the Company are selling the Ice Cream Collection. Wow they are outstanding. Beautifully packaged,the Ice Cream Collection box is full of f... See more

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Rated 5 out of 5 stars

From the images and descriptions, to what landed at our door, very impressed with the online service from start to finish. Bought the Signature Collection for my wife (and me) and the chocolates lived... See more

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Rated 5 out of 5 stars

Very happy with the service and my order. Made a mistake on my order and emailed them immediately. The next working day I recieved an email that they had amended it and granted a refund for that item.... See more

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Rated 5 out of 5 stars

Very pleased with my Friars chocolates. I bought Christmas tree pralines, Penguin truffles and Raspberry Bellini truffles. All were destined to be Christmas gifts, but I couldn’t bear to give the Rasp... See more

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Rated 5 out of 5 stars

The quality of the Cherry Liqueur chocolates are gorgeous- taste, texture, everything. My daughter and I absolutely adore them- Thank you Friars

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Rated 5 out of 5 stars

Ordered a box of iconic collection chocolates for a special occasion and was not disappointed. Great packaging, smooth experience and what I am told, delicioys chocolates. Always top quality when I've... See more

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Rated 5 out of 5 stars

Received excellent service, and lovely boxes of Christmas chocolates in my recent order. I'll definitely be ordering chocolates again, and can thoroughly recommending this company

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Rated 3 out of 5 stars

Pretty good in terms of choice and price, delivery was quick. I bought some mint cremes along with a mint egg so I could give them to my partner for her birthday - annoyingly the cremes had a BBE... See more

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Rated 3 out of 5 stars

Speedy delivery but chocolates just aren’t pleasant. I ordered some vegan truffles and they are very hard. The cookies and cream eggs I ordered are bland but yet the texture is gooey. Very disappointe... See more

Company replied

Rated 3 out of 5 stars

The chocolates in the boxes are difficult to get out, I have to lift the plastic tray and push upwards. The chocolates are nice but I wouldn’t buy them again, I think I prefer the chocolates from a sh... See more

Company replied

Rated 3 out of 5 stars

I bought a small Signature Collection box of chocolates on Amazon to try before ordering anything larger. Sadly, the chocolates were so hard - like biting into pieces of marble - that I could not bit... See more

Company replied


Company details

  1. Chocolate Artisan
  2. Chocolate Shop

Written by the company

Welcome to Friars! As an independent family company for nearly 100 years, our legacy is rich, giving rise to a unique blend of heritage and innovation.


Contact info

3.6

Average

TrustScore 3.5 out of 5

78 reviews

5-star
4-star
3-star
2-star
1-star

Replied to 100% of negative reviews

Typically replies within 1 week

How this company uses Trustpilot

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Rated 1 out of 5 stars

Really slow delivery

Still to receive my order despite ordering 8 days ago. Disappointing as it was an advent calendar I had bought as a gift. Wouldn’t order from here again.

December 2, 2022
Unprompted review
Friars logo

Reply from Friars

Hi Jessica,
Thanks for your review. Unfortunately with the Royal Mail strikes, some deliveries are being delayed. Please contact our customer services and they will be able to look into this for you.
Kind Regards
Friars customer services

Rated 4 out of 5 stars

A Taste Delight

Not cheap, not garish, and the box was functional although a few chocolates were slightly squashed on arrival in the post. However, my chosen 'coffee chocolate collection' did not disappoint. The ingredients were an exquisite taste sensation. Please don't buy these; I need them all for myself!

September 28, 2022
Unprompted review
Friars logo

Reply from Friars

Hi John,
We are glad you enjoyed the chocolates, although it's good to share! If you every have a problem with a delivery then please call or email us and we will look into it.
Kind Regards
Friars Customer Services

Rated 5 out of 5 stars

I recently saw an ad for Friars

I recently saw an ad for Friars, I took a look as I usually visit when I am up in Keswick, unfortunately I won't be able to visit this year and so these were a comfort order whilst down and struggling.

I ordered a small autumn box for my family and not expecting much as they were not expensive and ordered the next day delivery.

The box came and although the outer box wasn't luxurious (neither is F&M when you get them), but inside was a lovely selection of flavours and glossy, well tempered chocolate treats. The flavours were good and the quality of the chocolate was also up there. I loved the pumpkins and the toffee apple ones, no one can bear to eat Fred though!

September 27, 2022
Unprompted review
Friars logo

Reply from Friars

Hi Helena,
Thank you for your lovely comments. Fred is a great guy but someone is going to have to eat him, he would want it that way!
Kind Regards
Friars Customer Services

Rated 1 out of 5 stars

Overpriced .....and they pass on your email

Overpriced .....at first they look great as they are well presented but the chocolates are just the same ordinary chocs you would but at a fraction of the price but what really annoyed me was this.......these people are in breach of the gdpr regulations they pass your personal details to a third party company who then spam and harrass you!!!! They are not allowed to pass on your details for marketing purposes without your permission and failing to untick a box somewhere where you might have accidentally missed the opt out is unacceptable by the gdpr, you must specifically take action to opt in!!!! They will be reported to the ICO for this breach. STAY WELL AWAY buy your chocolates from Lauden a superb company with integrity and NO I have no affiliation with them!!!

February 22, 2022
Unprompted review
Friars logo

Reply from Friars

Hi Jimmy,
We are sorry you were disappointed with your chocolates. Sometimes they are not to everyone's personal taste.
In regards to passing information onto third parties, this is something we do not do.

Kind Regards
Friars Customer Services

Rated 4 out of 5 stars

Brilliant Value for Money

At last, a company that has restored my faith in on-line shopping! So often, the product arrives and is underwhelming, but not this time. I feel I've got real value for money with the quantity and quality of product. Delivery and Customer Service could be slightly better, failing to receive next day delivery I had paid for, but hey ho ho ho (!) it is Christmas 🎄

December 23, 2021
Unprompted review
Rated 2 out of 5 stars

I bought the vegetable shape …

I bought the vegetable shape chocolates. They are very very tiny. Far too expensive for what you get. I don't think I m gonna buy from this company again.

December 16, 2021
Unprompted review
Friars logo

Reply from Friars

Hi Opaopa,
Thanks for the review. We are sorry to hear that you were disappointed with your order. We do put dimensions and weights on the item description pages, so people can make informed choices.
Kind Regards
Friars Customer Services

Rated 5 out of 5 stars

Quality goods, service and plenty of Christmas spirit.

Quality goods, service and plenty of Christmas spirit.
This is the second year I have ordered a range of Christmas chocolates from Friars. I needed items delivered later than their default and it was all sorted within 2 emails. They alerted me to some stuff that would be out of sell-by date and refunded without any problem. I normally use TrustPilot to alert the people out there about shonksters and such. Friars are top drawer. I wish more companies were like them. So I wanted to share my great experience (now 2 years running.)

November 28, 2021
Unprompted review
Friars logo

Reply from Friars

Hi Tom,
Thank you for the lovely review.
Friars Customer Services

Rated 1 out of 5 stars

They have cheapened the chocolate in…

They have cheapened the chocolate in their Coffee Beans, which now make them sweet and sickly. Not a cheap product to buy and throw away. Complaints a waste of time and on their web site, they only post positive reviews - I don't see my negative, or any others, which is rather odd

May 6, 2021
Unprompted review
Friars logo

Reply from Friars

Hi Kevin,
Sorry for your disappointment. We use a 3rd party to gather our reviews, so we have little control as to which reviews are and are not posted.
Kind Regards
Friars Customer Services

Rated 5 out of 5 stars

Excellent Chocolates World Class

Ordered some chocolates for my lawyers after winning injury claim at work!
Chocolates arrived very quick,and very well packed.
Lawyers phoned me thanking me for the wonderful boxes they’d received.
They’re a very famous company,and were excellent in placing an large order.
Congratulations to all the hard working staff.
I sent an email,and they replied the next day.
Absolutely Amazing,Absolutely World Class,Absolutely Wonderful!

April 29, 2021
Unprompted review
Rated 3 out of 5 stars

The Friars Box inside a larger box was…

The Friars Box inside a larger box was damaged and the plastic bag containing cocoa Almond Nuts torn open. Due to the pandemic and being a Xmas gift, they were thrown away as considered unsafe and aesthetically unsightly. Contacted Friars and they responded instantly with a refund. Excellent customer service - overall this was a real shame as they would have made the perfect Xmas gift. Thank you anyway Friars for your most pro-actice response.

December 14, 2020
Unprompted review

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