Hotel Chocolat Reviews 60,049

Ordered a selection of goods 9th December. On arrival, a handful of the chocolates in the H boxes had bloomed and were white. Others were smudged. Not the quality you’d expect from Hotel Chocolat. I used the web form on their website to submit required info. Received four emails from Hotel Chocolat over the course of the next month, one saying due to staff sickness there were delays in responding to emails, one saying they’d had some technical issues. Another saying did I still need help? And another saying they’d lost my initial query. I told them I’d not been happy with the quality and presentation of the chocolates, I sent photos; but due to the lack of response from them, I’d had no other option but to use the chocolates they’d sent me for presents, as the lack of response from them meant I couldn’t get them replaced. They asked for lot numbers and BB codes so that they could investigate, (it’s 3rd January by this point) - all of which is included in my original query, (which they had lost), but that I no longer had. They had ample time to replace the chocolates for me, it was only part of my entire order that was affected, but yet a month later and nothing was ever offered by way of resolution. Completely useless customer service team who clearly don’t want to resolve any issues. Will not be using in future and would not recommend.

I ordered 10 days before the holidays, paid for expedited shipping. Almost 30 days later, no Velvetizer on my hand. Customer service says to keep waiting because delay is due to custom issues (I am in Toronto). The item didn’t start getting shipped out til 3 days after I ordered, got stuck with their shipping partner and surprise, details on the tracking info doesn’t indicate it’s expedited or express or priority shipping until I pointed that out to them. Reached out to their social media, responded a few times then stopped - my issue still unresolved. Refund me my money, I don’t want your product anymore.

I'm a regular customer of Hotel Chocolat and buy my hot chocolate on subscription. I love it! But I was very disappointed to receive my order today and discover it has SHRUNK! The individual sachets have always contained 35g of hot chocolate. Today I received two boxes with a new design, but no mention of the smaller size sachets. But they look smaller so I looked at the small print on the sachets and discovered they now only contain 31g of chocolate. The last price increase was in 2024. This shrinkflation is a dishonest price increase. My mug of hot chocolate will be weaker. So it's a downgrade of quality of product.

For the third year in a row, I’ve placed an an order online and for the third year in a row they take my money give me a VAT receipt but give me no further information as to when I am to expect my delivery if it has been dispatched and does not show on my account that I’ve even placed an order. In 2022 and 2024 I had the same problem and the orders finally showed on my account but still to this day say out for delivery I chased it this time enquiring when I would see my delivery as I had no confirmation of this and was told it would be with me by the 7th of January so I have a couple of days left but still that order is not on my account And the response you get is outdated saying due to high level of sickness which to me seems like it’s the same response from when they had people off with Covid they never update the details last time. It just turned up on my doorstep. I had no idea it was coming and it was a warm day This time. I’ve have no idea if I’ll ever see it because on my account it says the items are still in my basket and cannot be fulfilled due to low stock even though they tell me in the email there was enough stock but it’s not dispatched yet. I have complained in two emails. in three years it has not been corrected this fault on the system even my partner has ordered from them in the summer and had exactly the same problem. I think they need to update their game and sort out their customer service for after sales care as if I’m paying that sort of money for hotel chocolate I want the best service.

Definitely no with the money, overpriced overrated.

As a company specialising in chocolate making this is very disappointing. I was gifted a box of chocolates which cost in excess of £50 and they were of pretty poor quality. No roundness on the tongue, an unpleasant mouth feel and bitter and dry after taste. Three people sharing them all felt the same, generally unpleasant. I’m so glad we didn’t eat them with the kind person who generously gifted them but I would not like others to be lulled by the presentation in the shop. Very over priced for a disappointing experience.

Always good customer service here especially at Liverpool Street station thank you to Marianne and Abbie for being so helpful

Received a box of these for Christmas. So disappointing they were awful. What horrible chocolate . Never worth the money they are charging . They had also bloomed so looked very unappealing inspite of being in date till February .
Much better quality chocolate available as a much more reasonable price . A case of using marketing techniques to make them apoealing rather than quality

Just wanted to leave a review to thank Hannah for her prompt and empathetic response to an issue.

I purchased the Grande calendar in the sale which showed as delivered to my doorstep but was not there when I received the order delivered notification.
The calendar was purchased to break down and make a little gift hamper for my poorly mum.

Obviously this couldn’t happen since I hadn’t received the calendar but Hannah dealt with my query promptly and resolved the issue quickly and with no hassle.

Thank you Hannah for going above and beyond, as a customer service agent myself I really appreciate great customer service and I couldn’t be more appreciative.

Happy new year to you as well and thank you once again 🥰

I had a subscription and added 2 boxes to my order. I was charged for more than 4 boxes (3 orders instead of 1) when I tried contacting the company I tried their chat which was not helpful (ai) told I would have to wait 3 hours for someone to talk with. Then received an email saying wait 5 days. They have no customer service in the U.S. I have cancelled my subscription and orders.

Chocolate now cheap and awful the chocolate trees in the box now tiny and overly sweet and waxy never buying again

Disapointingly poor and unfriendly customer service. I visited the Stonegate shop in York and was the only customer in there. I was completely ignored by the 2 staff who were chatting amongst themselves and looking out of the window. The only attention I received was 'the evils' from one of them. After which i decided that M&S deserved my custom more and I found what I wanted there without any grief. Won't be returning.

My daughter and I came to Winchester on Christmas Eve specifically for the Christmas market but it had packed up and gone away ( should have read the notice) disappointed, but our wonderful experience in hotel chocolate more than made up for it
A huge Pat on the back for Shona and her team
A very happy and prosperous new year to you all.
sincerely Yvonne Short and Kate Flint

Sadly we have noticed a definite decline in the flavour of the chocolate. This has been since Mars took them over. They used to delicious and full of flavour, now sadly they are below average and leave a greasy coating in your mouth. This is my last purchase of Hotel Chocolat as there are many other better ones available in the market. 🤬🤬

The shop is lovely, and the staff are great, but it’s so disappointing to have horrible additives like sorbitol in the chocolate. I didn’t think to check this until we were home - as I assumed they’d be high quality ingredients, given the price. Won’t be buying again.

Terrible customer service. I have been a loyal subscriber to products from this company but I fear that’s about to end. Terrible service over a not even two year old velvetiser that has faulted. No real help given other than to prove by video I have tried to reset it. Which I have. Then to be told it can’t be replaced as new style now out. Then to wait days and days for a further response about what can be offered to compensate for faulty unit. Now being asked to tell them if I still need help as they haven’t responded and I might have resolved the issue. Which I haven’t as I can’t the unit is faulty.
It’s sad really as this company used to be so good but I fear customer service is no longer a priority

Wonderful after sales service, thank you Hannah. Present arrived from daughter, glass base was broken, I telephoned and Hannah sorted it and even got it to arrive in 24 hours day before Christmas. Impressed with quality too. Thanks all round.

Tastes OK but way overpriced for its quality.

Was gifted 'The Wreath Box' that costs £50 ... yes £50... for a box of chocolates! Some chocolates were nice, but most of them were inedible... I would expect a box of chocolates that cost £50 should be outstanding, but these were very disappointing....

We ordered a hot chocolate and an Americano with hot milk in the Hotel chocolat cafe in Spytty Retail Park, Newport. The young male server was sullen, my Americano was very weak and the requested hot milk was stone cold. The hot chocolate was tepid. This was our first visit and extremely disappointing !