Placed an order for delivery to store on available date showing on web-site. Due date came and went and no communication from Hotel Chocolat,. I phoned them - they informed me that although the item was showing as in stock at the time of ordering, that they did not actually have stock. Poor service as they did not let me know, although they did take payment. Also an expensive 0844 call to follow up as they won't put you through to customer services from their landline number.
I tried the tasting club, and decided it was way too pricey for something I could get elsewhere much cheaper... I received my email confirmation of cancellation, and also had called prior to this, and received a second assuring me nothing further would be sent or deducted for.
Today, set to take my Grandchildren to see Santa, I checked my card as I'd budgeted to the last penny, and found to my horror ...HOTEL CHOCOLAT had helped themselves to another £18.95.
After calling again, and shouting at the customer service rep...I was so very, very angry...they promised a refund, but that doesn't help me today, or my grandchildren!
5-7 days for it to be returned, longer due to holidays.
No one said a word at HOTEL CHOCOLAT about any additional deliveries or charges.
MERRY CHRISTMAS Angus Thirlwell, CEO of Hotel Chocolat, you and your company ruined mine.
Sad to write this review....I like to give out positives and not negatives about a company but unfortunately at the time of writing this don't feel like I can. I will say that the chocolates are delicious however. Expensive but they are considered Gourmet chocolates and so you get what you pay for. I've given them as gifts to my family in the Uk whom I miss very much. HOWEVER, my complaint is on the lack of timely response to an order I placed March 1st 2012 that has still not been received by the recipient I ordered it for as a birthday gift (the order is marked as pending on their website)AND the complete lack of response to the 4 e-mails I've sent them asking them to Please advise me as to what has happened. Obviously at this point I'm annoyed, angry and dissapointed in their customer service.
It's great to be able to get quality chocolate on the high street that hasn't been pumped full of vegetable fat to improve the texture (Google it if you don't know who I'm talking about). The customer service at the stores is always excellent and often they have samples for you to try when you visit. I've never bought anything from Hotel Chocolat that I haven't enjoyed thoroughly and it's well worth the price.
I have shopped with Hotel Chocolat quite often as my dearly beloved is a chocoholic and they've never failed me before, however this time there were some issues. My order got lost twice but when I rang the representatives at the service centre they were polite, clearly told me what my options were, rang me regularly to ensure I was up to date with what was happening and thankfully my order arrived in time though I did have to change some pieces which were upgraded free of charge for the inconvenience. When the order did arrive it was well packaged and came with an accompanying apology card! This is how customer service should be.
Great company to deal with. I have ordered many times. They deliver when they say they will, and the quality of the chocolate is excellent!
A bit on the expensive side, but good service costs, and I'm happy to pay for it!
Thank you Hotel Chocolat.
Hotel Chocolat offer very nice chocolate and its not overly sweet like some other brands. Not talking about Cadburys but compared to Thorntons. They are more expensive but you get what you pay for.
Wayne found this review useful
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