Hotel Chocolat Reviews 60,049

I have bought a huge range of their products, New Velvetiser, Easter eggs for friends and relatives, birthday gifts, even Secret Santa gifts, all these products are superb. I am totally weaned off the usual brands as are my friends. Having come quite late to the party, I can honestly say try it, you won’t regret it

I purchased the new velvetiser in August and sent it back within a month due to faults. They sent me out another one and once again it's faulty. I returned this last week and despite having very clear tracking from Royal Mail that says DELIVERED, hotel Chocolat are claiming they don't have it and therefore are refusing to refund me! Utter scammers. The tracking from Royal Mail says delivered so it's not my problem that they cannot locate the parcel. I have used hotel Chocolat for years but the new velvetiser is a complete waste of money ( I have family members also with faulty ones) and the customer service is now non-existent

The person who served me was like a robot. False smile and made me feel uncomfortable. O erall a lot of people standing around giving false smiles. People making the drinks were working super hard

Visited the Hereford store today. Julie was exceptional. Really happy with our new hot/cold chocolate maker ☺️

The new recipe means I will not be buying them again. As a long time customer I was buying them regularly for many years, and they were delicious. Not any more unless they bring back the original recipe.

What a great experience. Had a slight issue with the velvetiser. Nothing major. The staff were amazing. Friendly, understanding and very happy to help. Can’t fault the service at all. Big shout out to Verity. Absolutely smashed it. She basically stopped what she was doing and helped me instantly. If I could drop her 10 stars I would. Please do notify her of this review.

I am so disappointed. Hotel Chocolat used to be fabulous chocolate. I purchased some in January and to be honest, I will not give then fridge room again, even in a sale. I cannot even be bothered to eat them, I have now looked for a individual chocolate makers that can offer the quality and are UK made.
Hotel Chocolat you sold out to Mars and they have already ruined a once superb product. Total yuk!

We wanted to try their hot chocolate but wanted to see if it was worth the higher price, they had a special offer so we ordered. The delivery did not arrive, I had to chase it up, they said the order went missing and the items were no longer available. I checked, they still had the items, I contacted them again to be told they were no longer on offer and I'd have to pay full price ; although they were the ones that never managed to fulfil the original order. Not a company I will use again. Poor customer service.

Returned an unwanted item by post as instructed to Hotel Chocolat, I confirmed with them that my item had been received on the 16th of January, ten days ago. I am still awaiting the refund. I telephoned customer services today and after holding for some time spoke with an advisor who confirmed again that the item had been received but I would have to wait for a particular team to contact me to issue the refund. I asked to be put through to the team and was told they couldn't do that. I have wasted so much time on emails and this phone call and still don't have the refund. Very poor customer service, especially when I was on the phone to customer services but they wouldn't process it.
Update- refund has now finally been processed

I received a box of exquisitely nutty chocolates from my husband for my birthday. The box was designed to hold 15 chocolates but there was only 13 inside. Also one chocolate was smaller than the others and one was dislodged. The content descriptor did say 13 chocolates but what sort of expensive chocolatier would present an incomplete box of chocolates to be given as a present. Very mean spirited. Mars, if you are to take on a quality product maintain the standards expected!

This used to be a premium product like Thornton's, but we've just thrown half of the last box we bought away it was so nasty.

Exactly the same as Thornton's they built their reputation on quality and luxury and then started cutting costs and dropping lines such a Cherries in Kirsch and even the truffles taste quite nasty these days and marketing the, "Brand."

We won't buying any more of their products.

Absolutely fantastic service!!! I placed an order yesterday and was notified this morning that royal mail had my order in which was due to be delivered on Monday however my order has just arrived!!! The quickest service ever! Would also like to say that the chilli hot chocolate that I ordered is absolutely delicious. Highly recommend and will continue ordering 🥰

Nice good service

I visited your Ipswich store in the period immediately before Christmas, as I was intending to purchase items for my partner’s birthday on Christmas Eve. This was not a casual visit, nor a one-off interaction. I had every intention of making a purchase on the day and, based on the nature of the products you offer, becoming a repeat and loyal customer going forward.
Unfortunately, the manner in which I was treated in store left me feeling uncomfortable and profiled. Whatever the intention, the effect was that I did not feel welcome or respected as a customer. As a direct result, I chose not to make a purchase and I do not feel confident returning to that store in the future.
This is disappointing, not only because you lost an immediate sale, but because you have also lost the opportunity for ongoing custom. Experiences like this leave a lasting impression, and it is fair to say that it has left a bad taste and altered my perception of the brand at store level.
I am sharing this to ensure it is fully understood that incidents of this nature carry real commercial and reputational consequences, beyond a single interaction. I trust this feedback will be taken seriously and used constructively to ensure other customers do not leave feeling the same way.

Bought my wife Chocolate Enrobed Ginger for Christmas. The ginger was very unpleasant as it was very fibrous (clumps of fibres each at least 1mm thick) and not like any ginger she has ever had before. Apart from one of the chocolates the rest were so fibrous they eere inedible.
I contacted Customer Services who wanted pictues, batch number, rrceipt, where the chocolates were purchased which was direct from their website (they stopped just short of wanting my inside leg measurement!).
I quote from part of the email I received in reply to my complaint: "the fibrous elements do appear to be the pieces of ginger which are intended to be inside the chocolate, however I do appreciate this is not to everyone's taste". I was also sent a £5 voucher which nowhere covered the cost of the purchase price.
I thought Hotel Choclat sold good quality chocolates. From this experience I was very wrong.

I received an item in my order that was damaged. As a result of this I cannot give this towards the birthday gift. I have emailed twice yet this issue still hasn't been addressed.

I'm not impressed with the lack of communication.

Just tried to use my VIP birthday "voucher". Picked up one Selector, £5.45. Expected this to be reduced to £4.95 with my VIP card and also expected to be told they would not give change - fair enough. Instead was told (by a salesgirl with attitude) that I needed to spend £5.50 to qualify and it would say so on the email. It didn't. Done with Hotel Chocolat now, their inflated prices, egos and, as others have pointed out, products being sold far too close to best before date.

Very slow & poor customer service. Couldn't recommend.

Thats funny how they give you 5£ birthday discount for a minimum purchace of 4.50£, and the smallest chocolate bags cost 4.45£, while everything else is 10£+

Ordered 4 products from their website. Monday 05th January, the box arrived with 2x huge holes and the chocolate inside had been eaten by rats/mice. It made me feel ill!
Customer service asked for evidence advising they would offer credit, I sent photos asking for a cash refund which legally they have to offer. Heard nothing since, that was a week ago.
Next step is for me to contact Citizens Advice Consumer Service or Trading Standards.
I will never buy any Hotel Chocolat products and have informed nearly everyone I know.