Hotel Chocolat Reviews 60,049

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.

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