Hotel Chocolat Reviews 60,049

Was gifted a box which was obviously bloomed and did not taste good at all.
Gifted by my mother who told me where it was from but did not keep the reciept.
Sent images to customer services who were not interested and tried telling me they had simply melted. I work in the industry so can tell the difference between bloomed and melted. Upon looking online ive found others to have had the same issue.
Will be telling people to say clear.

Usually really great customer service but this has changed! Maybe the buy out from Mars? Who knows. 3 weeks now and my contact has been "resolved". It hasn't. No Live Chat option and no response. I gave a gift that was sub par. Is this the new normal? I've been buying from you regularly in store and online for over 10 years..

I have registered to get a reduction to the velvetiser but it will not let me log in

Michael was very helpful, attentive and polite, he was able to resolve my issue in the same phone call. The service is amazing

I initially contacted Hotel Chocolat following a customer service call that left me feeling uncomfortable. I raised my concerns formally, and while the situation took a little time to review, it was handled seriously and professionally.
James dealt with my complaint with patience, clarity, and courtesy throughout. He took the time to explain matters clearly, kept me updated, and worked with me to reach a resolution I was happy with. In the end, the outcome was positive and restored my confidence in the brand.
Thank you to James for the good service.

I ordered a hot and cold hotel chocolat velvetiser and it’s very poor customer service. I had received a cup with hairline crack which i notified them in December 25 for and I still haven’t had a response back for it. In addition I received some velvetiser chocolate which only had shelf life for less than 2 months which I wasn’t very happy. I also advised them that the cold drinks are not mixing the chocolate powder correctly and some the power is being left on the top side of the velvetiser instead of mixing in correctly. In addition after a few uses of the hot version the milk is burning on the bottom corner.

I always go on the web site on New Year's day and treat myself to the Christmas chocolates marked down to half price. I save a packet and Christmas for me lasts all the way through January so I would be a Scrooge to give Hotel Chocolat any less than 5 stars!

Woman was so kind and very helpful with helping with signing up and getting discounts, fully recommend.

If I could give 0 stars o would got the new velvtiser for Christmas as upgrade from the classic. We open it up and find it didn’t work at all . We sent email to customer service and still haven’t had a reply to this day . So we took it back to the St Albans branch and they swapped it for a new one no problem . 10 days in and the bottom of the new has burnt and gone brown and the whisk has melted !
I managed to get through to customer services and they wanted photos of the damage I did straight away and never got a reply . They stated it had to be sent back and not replaced by the shop . If I don’t get a reply by tomorrow I’m going back to the shop for a refund . I have found out the original velvetiser was made by duilet and was so much better . Since being taken over by mars last year hotel chocolate has well and truly gone down the pan . Such a shame I won’t be a customer any more .

Contacted them by email twice and they did not respond. Phoned them. They told me to send a video of the velvetiser not working. Did that. No response. Worst customer service

Brought the new velvetiser few weeks ago, broke within 5 days, emailed them still no reply after 12 days. So far been on hold 35 mins. Can’t take back to shop as they insist it can only be dealt with by head office. Avoid buying anything from this shoddy company. Finally answered after 52 mins. All good with that phone call. 2nd call very rude man/child answered and he hung up on me. I’ll try a third time or small claims court will be the next course of action.

Hello,
Have never tried HC before.

Received a box for Christmas. Beautiful box. Looked high end quality. Lovely box.

I purposely left them until the end of the Christmas consumables as a treat to look forward too.

I opened the box with expectations snd was greeted with a rather “ childlike” selection of cartoon like chocolates. Rather surprised by this however I was not deterred as felt the taste was the most important thing after all.

Disappointed by the taste. Not the creamy, subtle, rich snd sophisticated flavours I was expecting. Plain, ordinary, standard, drab. One of them reminded me of the smell of my toilet cleaner somehow.

Also who in the flippity flop ( see how I’m not swearing) had the idea of putting the “ key” of what flavours the chocolates were on the base of the box, away from the chocolates themselves. This was very irritating.

In summary a disappointing experience lacking the quality snd rich taste I would expect of higher end chocolates. My advice, stick to Lindor and Thornton Continental.

We bought an expensive box of Xmas crackers. On Xmas day we opened them to discover them mouldy and inedible. After Xmas I contacted their customer service. I initially got a bounce back saying that “due to high levels of sickness there will be delay in response “ … a novel response! Over a week later I received a rather formal email asking for photos of the packaging which we had thrown away. I had supplied photos of the chocolates and a copy of the receipt. What more can I do? I expected a refund at least. These guys claim to be an upmarket company and yet their behaviour is poor. Many years ago I had another problem and I received a lovely apology which kept me a loyal customer. Now they’re part of Mars they appear to have totally lost any customer focus. Hey ho … they’ve lost me as a customer. Be warned. Their customer service is appalling.

Returned my order. Haven’t received my money back. Been trying to get through to them for the past two weeks and cannot speak to any person!

Quality let down

Bought hot chocolate as a gift for a friend.
She opened and all the chocolate inside was white - it was clearly past its best!

That being said, mixed into milk, she says it tasted great.
I expect more for the price

I’m not sure what they’ve done to the hot chocolate this year but I bought peanut butter and salted caramel, absolutely no flavour whatsoever you might as well just drink hot milk!🤢🤢🤢. Very disappointing. The standard hot chocolate is still good.

Got my wife a velvetiser for Christmas last year and been locked in some sort of subscription I didn't want for over a year now with no way of cancelling it not a massive amount of money but it's still rising fuming

Delighted with my new velvetiser …..Xmas gift the hot chocolate is so creamy, it thought my old one was good but this is definitely much better.

Fabulous products but soooo expensive. I bought some in the after Christmas sales. Unfortunately didn’t get any email updates on when items would be delivered until day before delivery. Considering it costs £5 I’d expect it quicker and better communication.

Placed an order 13 days ago still not received the audacity to charge £4.95 for delivery and not receive your items nor any updates, as others mentioned customer services is non existent if they are available they are not much help. I really wish I did my research into this company before purchasing the velvitiser so I will now use alternative chocolate for it I will not be funding my money to this shambles of a company. Oh the funny part is they asked me to leave a review on how did you enjoy your purchase didn't get to enjoy it so here's my review.