Hotel Chocolat Reviews 

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 !

Staff in the Winchester branch are great so they deserve a higher star rating. The two star rating is because everything I purchased and received for Christmas from Hotel Chocolat this year (and I’ve noticed it on some of the products on the shelves in the stores) seems to be covered in bloom. Whilst I understand it’s safe to eat it’s an unappealing look when you’ve paid a premium for the products.

Another change of recipe disaster. The rose & violet creams which are my Christmas classic are awful now. No taste at all apart from sour bits on the top. A sickly tasteless product now at a very high price. Such a shame they changed the recipe

Simply white hotel chocolate 🍫 penguins.

As a family of 6 with individual tastes and likes..we all decided these chocolates taste like pig farm. Utterly disgusting! I hope we just got a bad batch but my god, they are vile!

Hotel Chocolate has been my favorite go to chocolate due to the high cocoa content and strong flavours. However, this year especially I’ve noticed a decline in quality! I absolutely appreciate that chocolate has gone up in price - a lot. But! … Hotel Chocolate have increased their prices accordingly but lowered the quality! Please don’t
Pull the wool over our eyes - profit greedy Mars! Not buying again- instead I’ll be making my own because the small companies are being pushed out by the boys now and soon we will not be able to buy handmade chocolates. Plus they will be full of s..t due to the lack of food standards in large scale manufacturing.

I’ve thankfully not had to contact customer services for Hotel Chocolat until recently. We had an issue with our velvetiser being very noisy which was putting us off using it. From first contact online to resolution in store, the team were understanding and caring.

I exchanged the velvetiser and the staff in store were fantastic, no extensive questions, the email chain I showed was enough and the unit was exchanged for a new one.

Really pleased with the service and products and would highly recommend.

This company falsely claims they ship overnight when they in fact do not. If you are ordering from them and expect actual overnight delivery, it wont happen. They state on their website that they offer over night UPS air delivery. You pay $50 for this shipping so you would expect that is what you will get. Overnight would mean if you order it on the night of the 17th for instance, they process and ship the order on the 18th, and you get it overnight and it arrives on the 19th. Shipping day to the next day arrival is 1 day. Instead, which they don't tell you, they ship DHL expedited. DHL does not offer air overnight at all in the USA. This is blatantly lying to their customers and selling you something you are not getting.

Fantastic customers service from
Hotel Chocolat and Ben B in their customer service team. They could not have been more helpful, going above and beyond to help me resolve my problem. Thank you all so much, other companies can learn a lot from your company.

Bought some chocolates as stocking fillers The chocolates had not been packaged carefully so were upside down in their packaging and marked looking like they’d been shaken about in transit. The chocolate also looked like it had bloomed. Complained on 2 December. After supplying information required on 7 December, I’ve heard nothing. Standard email replies give excuses about IT issues and staff sickness. But it’s been over 3 weeks. The last response asked if I still needed help. This is shoddy service and I won’t use again.

I buy Hotel C often, unfortunately bought Rose and Violet chocs which had no flavour at all.
If you don’t want to be disappointed go for M& S,
much more flavoursome.
I see they don’t reply to reviews, just shows what they think of customers.

I visited the branch in Uxbridge. I was attended to by a delightful young lady named Hope. She was attentive, cheerful and charming.
Hold on to that young lady she has what it takes to be great

We visited the merry hill branch today and we got served by a lovely staff member called magdalena she was so lovely and helpful

Advent calendar nothing no chocolate behind silver covers one and thirteen. Still some to go chocolates tiny this is a rip off do not and will not buy again due to customer service. Email no reply, Letter with bar code no reply, since being taken over by you know who total joke service up to Christmas. after two emails and the letter weeks later they reply unable to find letter or bar code, they just go round in circles they have no idea what they are doing when it comes to complaints for poor service and products short, VIP card given that shows purchase. on going 23 -1 -26

Paid for next day delivery and it arrived a day late completely destroyed. Parcel was torn up and had water damage meaning all the boxes inside were ruined and can’t be used for Christmas. Tried contacting but no answer