Hotel Chocolat Reviews 

I recently visited the Hotel Chocolat in Bury, the kindness and customer service was excellent. My order was missing and lorenzo showed so much care and attention. When you have had a bad day all you need is some kindness and it was definitely found here. Makes you realise there is still goodness in the world. Thank you

We bought one of their coffee machines for christmas 2022 and its broken after just 3 years. Its a bit disappointing I would expect closer to 5 years. It was good to us while we had it so 3 stars.

So disappointed, for my Aunts 80th birthday I thought I'd buy some nice cashew nut chocolates. So I ordered the 6 salted cashew nut chocolates for £5.45 plus £3.95 postage. Quite expensive but expected it to come nicely wrapped in a box. When I received it today it came in packaging far to big for it's size and the actual chocolates came in a plastic tray in clear plastic wrapping. Total rip off!!!

The chocolate is nice, but I just bought a birthday present and was asked if I would like it gift wrapped. I was charged £3 for this and had my product placed in a paper bag with a bow at the top with a small piece of tissue paper inside covering the item. The quality of the bag is of the type that you would expect to get usually free of charge with companies at this level. I don’t mind paying a small amount for a bag (if I need one, which I didn’t in this case!) as this is standard. What I object to is being massively overcharged £3 and told it is gift wrapped! I’m not giving my friend their 40th birthday present in what is frankly a carrier bag advertising the company I bought it from. Not the first time I’ve experienced dishonesty from this company, but I am going to call it out from now on.

Visited the Welvyn Garden City store today . Julie Gwilliam was so helpful and positive . I will certainly be returning . Welcoming place ♡

This is a vile brand whose staff cannot be trusted as far as you can throw them.

Like many other customers, I made a large order on their website and everything I was sent was short-dated.

When I contacted them, they asked for photos, which I promptly supplied. At this point they made excuses, insulted me, then stopped contact.

After extensive delay and more reaching out on my part they eventually responded, offering either a return or a small token of an apology instead. Because of the amount of time they had let pass, I had already donated most of my order so it wouldn't be wasted before expiry. Thus I said I would accept the small token.

However, after several messages back and forth (again, because communicating with them is like trying to get blood from a stone) they are completely reneging on what they offered.

Their so called offer of an apology was a total lie and they actually want me to pay for it! They appear to get a kick out of messing customers around and making false promises.

Do not waste your time and money on the nightmare that is Hotel Chocolat. Stick to reputable chocolatiers instead.

Ordered small box but the AMRETTO OBE WAS STRONG UTTER YUK HAD TO SPIT OUT QUICK ANS WHIRE CHOCOLATE STEAWBERRY NICE BUT TOO SWEET HOWEVER WREST WERE FINE

Purchased the Everything range at Hammersmith Station. And apart from 2 pieces its the worst chocolate ive ever had . The taste is disgusting £17.95 for small selection. Stick to Thornton 100% better even Lindt are fantastic compared to hotel Chocolat

I went to Hotel Chocolat while looking at the Velvetiser, and a helpful member of staff came over to assist me. I asked if it was possible to swap the free box for a different one, and they were more than happy to do so — they even added an extra box.

The staff were friendly, helpful, and made the whole experience really enjoy

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

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 🥰