Hotel Chocolat Reviews 

I have to commend the fantastic service I received from.the nicest staff member at Stratford Westfield branch Nicholas who helped us so much and was so kind and lovely. His recommendations and helpful.nature made out visit so easy and special .

We will definately be back ro enjoy the lovely ice cream of the gods which BTW is delicious and also the Eton Ness which we love!!!

Thanks Nick!!

Subscription can’t be paid for as received a new credit card. Cannot find anywhere on the app where I can update my payment details. Every time I seem to get to the correct area all I can do is buy more goods!!!!! Wife very distressed as this subscription for this overpriced tatt is for her. Maybe it’s a nice drink but website built by morons

Be careful of gift cards/vouchers from Hotel Chocolat. They cannot be used on sale items. No other retailer (Tesco, Asda, John Lewis etc) has this policy.
There is no mention on the gift card/voucher that it can only be used on full price items.
I asked the store representative to show me the T&Cs and she said there isn't any.
She was also quite rude when I asked to see the T&Cs.

To make matters worse, I was enticed to make a purchase to earn the voucher/gift card but at no point was I informed that the voucher/gift card can only be used on non-sale items. If I knew this initially, I would not have made the initial purchase.

To me, this is very dodgy.

The whisk on my 4 Yr old velvetiser broke.

I enquired online about where to source and pay for a replacement.

Got a reply within hours asking for my address so that they could send me a courtesy replacement.

That's really impressive customer service.

A wonderful birthday experience thanks to Yusuf, Mahera and Cam!

I visited the Hotel Chocolat store at Stratford Westfield on my birthday with my mum and daughter to use my birthday voucher, and I wanted to take the time to leave a review because the customer service we received was absolutely fantastic.

As soon as we walked into the store, Yusuf noticed that we looked a little unsure about how everything worked. Without us even having to ask, he immediately came over to help us. He explained clearly how the birthday voucher worked and then took the time to ask about our individual chocolate preferences before showing us some of the best options available.

I really appreciated this because he didn’t simply point us towards a product — he actually listened to what we liked and tailored his recommendations to us. My daughter and I ended up choosing the chocolate Yusuf recommended, and we were both really pleased with his suggestion. He was incredibly friendly, knowledgeable and genuinely enthusiastic about helping us.

While Yusuf was helping us, Mahera noticed that my mum had wandered off looking at some of the other products. She went over and kindly assisted her, making sure that she wasn’t left wondering what to choose. Mahera was also kind enough to offer my mum a sample of one of the chocolates she recommended, and my mum loved it so much that that was the chocolate she ultimately chose.

I thought this was lovely because Mahera didn’t just tell my mum what she should buy — she helped her discover something she genuinely enjoyed. It was such a nice, personal touch.

We were also served by Cam, who was equally lovely. Cam was extremely friendly, helpful and welcoming while processing our purchase and made the whole experience feel warm and enjoyable.

What really stood out to me was that all three staff members contributed to making my birthday visit special in their own individual way. None of them made us feel rushed or like we were simply another transaction. They were genuinely interested in helping us have a lovely experience.

I would particularly like their manager to see this review and recognise Yusuf, Mahera and Cam individually. Excellent customer service should absolutely be acknowledged, and these three are a wonderful reflection of Hotel Chocolat.

I came into the shop simply to use my birthday voucher, but I left feeling that I had been genuinely looked after. That level of care makes a difference, especially on someone’s birthday.

Please pass on my sincere thanks to Yusuf, Mahera and Cam. They were all fantastic and are a real credit to the Stratford Westfield Hotel Chocolat team.

A genuinely lovely experience — thank you all for making my birthday a little sweeter!

We visited the Leeds store after watching Hotel Chocolat unwrapped as seen on channel 4, we were excited to sample the bakery section as seen on the tv show. What a disappointment when we got there. No instore bakery!!! Only a few dried up croissants from somewhere. The cafe looked tired and needed a good make over. Staff very pleasant and we felt quite sad for them, when I asked questions they were as confused as we were about its future. A lot of time was spent creating amazing food by enthusiastic staff on the show, all gone.

Excellent staff in the Fargate, Sheffield branch made our shopping experience a real pleasure. Knowledgable and friendly with a genuine and tailored approach to delivering excellence customer service. Great product-well managed despite the hot weather difficulties. Loved shopping with you; Lindsey and Noelia, thanks.

The 71% chocolate is now grainy, oily, weak tasting. Many of those in packs at Paddington Station had split and caved in, perhaps from the weather but still- the standards of any retailer depend on what they offer. A shame, it was once an excellent brand, now Mars. Guess that's what happens with investor/shareholder-led buy-outs.

Sadly the recipe has changed and the chocolate is more oily and less intense. Tastes cheap now. What a shame. A wonderful brand destroyed by cheapening the quality.

Great, friendly service from Fanny at the Richmond branch - she was so friendly and professional. I can’t recommend this place highly enough enough and what a credit Fanny is to Hotel Chocolat - please pass this on to management etc.
BTW. I will say I’ve always found the staff at the Richmond really nice and friendly.
Great place!

Overall, I really like Hotel Chocolat. I love their chocolate, the staff in stores are always really helpful and those which have cafes serve nice food and drink (and the cocoa whip is amazing, though the original whip was better than the slightly less firm one you get now). However, the website lets them down - some of the links don't work (including to view/leave product reviews) and the search function doesn't always show you what you're looking for even if it is actually on the website and in stock - you can find it more easily if you go and google it specifically by product name off the website! It's worth it once you find what you're after though and customer service if anything goes wrong has always been great for me. I've had both editions of their velvetiser; the old one was fantastic, the new one sadly is not; it overflows on the cleaning cycle and the first one we had made a grinding noise and broke within the first 3 uses. Quickly replaced without fuss; but the new one still overflows and with all the warnings about not getting the base wet; but the tendency to overflow (and the lid that just sits on rather than sealing like the old one) it makes it seem like one day it's going to leak into the base and destroy it even when it hasn't been overfilled and the instructions followed to the letter. I feel like I can't just leave it to clean itself, I have to watch for it overflowing and catch it with a teatowel. It's been designed to pour well and it does, *but* when you pour liquid in it often splashes up the pour channels and back out onto you - or the device and it's base! So you have to really dribble it in to be sure. It does make good chocolate, but I just feel it's a lot more work and worry than the old one.
Overall, great company, with really good customer service and delicious products, but the website and new edition velvetiser need work.

I loved it and employees were really nice.

We have loved the brand since it launched but oh dear what have you done.
Sleeksters gone H boxes gone and what we have now is a poor put together rebranding of favourites families have loved to purchase for years.
As the saying goes if it ain't broke don't fix it Mars you will now run this delightful treat into the ground shame on you!

We visited the shop in whitely, such lovely friendly staff, Alex was incredibly informative and an asset to the brand.

I was in hotel chocolat on Monday 3/8/26 ST James centre Edinburgh with my wife and had coffee hot chocolate and ice cream we were served by Ryan and Dylan they were both brilliant we asked a lot about the coffee types and ice cream types their chocolate types and they took time to explain everything to us we think they are a great asset for hotel chocolat and we will definitely be back and tell our friends
Thanks Ryan and Dylan 👍
Thanks again Ryan and Dylan and hotel chocolat
We will be back soon to taste more of the products

Visited Wimbledon Hotel Chocolat store, this afternoon.
Excellent service from Christian today. Nothing was too much trouble and I made my purchases in a calm and friendly atmosphere.
Ice cream delicious too!

I was thrilled to receive t birthday treat voucher…I went into my lical Colchester branch to redeem t voucher.
I was greeted by t member of staff-once I chose t purchase I explained I had t b’day treat showed my email&Qr code-when asked for my Vip card I said t girl had looked it up on t system-I was told in a short manner staff couldn't do that now…I was a bit surprised but explained I tht I had lost my card after a few mins t woman said I could apply for a new card-she gave me t keyboard to do my info…I touched t wrong key for my email addr’…she then deleted t right bit&left t wrong bit there-sadly it showed t woman wasn’t very happy -so I said oh I’ll just leave it as it seems a lot of trouble for £5 off….she then took t keyboard and took my email addr’-I was t only one in t store, had there been a Q I would not have taken up any of t staff members time-
I did get t chocolates I chose and lvly to have t money off but it did sour t treat a little bit. Thank you for t lvly treat though.

Everytime we visit Chelmsford, Bond Street we visit Hotel Chocolate branch 😋
A big shout out to Nicole who goes over and above in making people feel happy, i wish we had more Charismatic, Charming humans like Nicole who gives a peice of her character while selling us your products, A+ service! We always spend more money with helpful staff like Nicole, thankyou
🍫🍫🍫🍫🍫

This review is mostly for the service that I always received at the Llanelli store. The knowledge and the passion the members of the team have about the products is something that I am yet to experience in similar stores. Very professional, not pushy, patient and very happy to understand the taste in chocolate of the customer to serve the best product. I am grateful for this as otherwise I’d have seen it as any other shop that sells chocolate, but I realised it’s not just about that, is the ethos and everything that goes beyond. So, just a thank you and a very well done!

We went to the Skipton store and the service from a male member of staff was superb. Very enjoyable visit.