The dark chocolate mint creams were a gift for a friend who usually has Benedict’s. He enjoyed the chocolates. However, I was offered one to try and although the chocolate was a better quality, with a... See more
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Review summary
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Nadeem and team at Marylebone are very customer focused. Manufacturing could do better in making sure there are fresh Mint Creams at the store in the morning, but it's a small point.
I bought some chocolates to try and placed a small order seven days ago. The delay in shipping was significant enough that I had to contact you myself to find out what was happening. When I... See more
Excellent products, exemplary customer service in resolving the problems that I ALWAYS encounter when ordering from Rococo online.
Company details
Written by the company
Rococo Chocolates is a luxury British chocolatier. We are renowned for our handmade award-winning chocolate, exceptional flavours, original packaging and creative products. We are the go-to place for thoughtful gifts, from small attentions to extravagant gestures. Visit our London shops for stylish chocolate gifts.
Contact info
3 Moxon Street, W1U 4EP, London, United Kingdom
- 020 7935 7780
- customerservice@rococochocolates.com
- www.rococochocolates.com
3.8
Great
1K reviews
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Hasn’t replied to negative reviews
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Excellent quality chocolate prompt…
Excellent quality chocolate prompt delivery attractively packaged
December 27, 2024
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Awful, dry, no, poor quality. No 'Boozy Cherry in sight
I have received some 'Dark Boozy Cherry Marzipan' chocolates as a Christmas gift, but not a hint of cherry or booze in sight. They are just balls of Marzipan covered in chocolate. I have tasted a better cheap Marzipan bar from Aldi. These cost £24 for 9 balls of Marzipan. Very dry, pretty tasteless. Unbelievable they these are marketed at luxurious chocolates. I have messaged on Instagram and sent an email with photographs of the inside of one chocolate. I have offered to return them (I have eaten 2 of the 9 as tried a second to see if it was perhaps just one 'faulty' chocolate with no cherry. I was then asked to prove my complaint to customer service by taking a photo of the inside of one chocolate, which i did. So there are 6 remaining. You can have them back for a full refund as they are not worth £2.40, let alone £24!. I have heard nothing back since sending my photos in.......I await a response.
December 27, 2024
Unprompted review
Reply from Rococo Chocolates
Hello Michelle,
Thank you for your message and feedback. I'm so sorry you were not happy with your chocolates and glad we were able to help you via our customer service channels. Just for clarity, we do not ask for photos to prove a complaint, rather for our records so we can look into things if a customer has not enjoyed a product. We are always internally checking our standards and take any customer feedback very seriously, photos of products which are not being enjoyed help with this.
Best Wishes,
Team Rococo
Please help
Please help!
My husband bought me a beautiful box of Orange and Dark Chocolate thins for Christmas. Spent a fortune!
Just opened them. Best before 1 March 2025.
On opening them, they were chips of wafer thin chocolates. I thought strange but unique! Smelt lovely.
Tasted too bitter. Then noticed some whole ones and realised they were not as they were intended. I have photos but cannot work out how to upload them.
The shop lady was lovely, and she doesn’t know yet about this experience.
This must be a product issue which is why I am writing here.
Please Rococo, give your opinion. I am hoping this is an isolated case, you will issue a replacement and assure all your lovely customers that occasionally these issues occur but are isolated and you will strive to correct so your products continue the expected quality standard.
Thank you for your time
Alison x
December 25, 2024
Unprompted review
Excellent service and beautifully…
Excellent service and beautifully presented chocolates, thank you
December 9, 2024
Unprompted review
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Rococo Chocolates offers delightful…
Rococo Chocolates offers delightful chocolates, although they can be somewhat pricey. While ordering is generally straightforward and delivery quick, there are inconsistencies like separate shipment of orders and packaging that doesn't protect the product well. Customer service experiences are mixed; some find it helpful while others report dissatisfaction due to indifferent handling of issues. Improvements in packaging and a more attentive approach to customer concerns could enhance the overall experience.
November 1, 2024
Unprompted review
Rocovo
The choice available is mouthwatering. Bit on the expensive side but delicious.
November 24, 2024
Reply from Rococo Chocolates
Hello Wendy, thank you so much for your lovely words. We're so glad you love our chocolates.
Dreadful company…
I cannot believe how bad this company is. I have not received my order and have sent numerous emails to them but have had no response whatsoever. I am thinking of taking this further as they have taken my money and not supplied the goods. Don’t waste your time or money dealing with this company!
November 9, 2024
Unprompted review
Reply from Rococo Chocolates
Hi Sandra,
Thank you for your message. I'm sorry you were not happy with our service. I'm afraid as your emails were sent on Friday evening and Saturday morning we did not pick them up until the week following, Our customer service hours at this time as we note on our website are Monday to Friday 9am - 5pm. Regardless, I appreciate your patience as we looked into this for you. We have now sent another box of mince pies as the original were lost on the way and do hope you have been enjoying these.
Best Wishes
Chocolates great but frustrated at not…
Chocolates great but frustrated at not being able to use my personal £13 voucher and still no explanation as to why not!?
October 28, 2024
Reply from Rococo Chocolates
Hi Tim, I hope you're well. We're so glad you have enjoyed your chocolates. I'd be more than happy to look into the issue with your voucher if you email us at : customerservice@rococochocolates.com
Best Wishes
Maya
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Contents labelled on outside of box !
Why oh why did you have to label the outside of the box with details about what the box contained ? how am I meant to maintain a surprise for the intended recipient ?
Poor attention to detail, I'm sorry to have to say.
October 28, 2024
Reply from Rococo Chocolates
Hi Simon,
I'm so sorry to have caused disappointment in our packaging. If you'd be happy to email me at customerservice@rococochocolates.com I'd be more than happy to look into this for you. We're always looking at ways to improve our customer experience.
Best Wishes
Maya
Appalling customer service
Appalling customer service. Life is too short to recount the ineptitude of their customer service so I’d say lovely chocolate if overpriced, but don’t bother. Buy elsewhere where they actually listen to their customers!
October 16, 2024
Unprompted review
Reply from Rococo Chocolates
Hello Kate, once again we are very sorry for your upset regarding the amount of emails received from us. Whilst we did offer to listen to your suggestions as to how we could minimalise the distress caused to yourself during the order process, I am sorry we were unable to reach a happy conclusion. We are still very happy to hear your thoughts on the matter.
Fast handling of the order
Fast handling of the order, fast delivery, quality of the order. I will order from you again for sure
September 25, 2024
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Excellent service
Excellent service, great to speak to a very efficient member of your staff.
My guest who will be 98 on Sunday will be thrilled with his favourite chocolates!
September 25, 2024
Pretty rubbish
Pretty rubbish. Chocolates beautiful but packaging was crap. Complained and was told that eggs are eggs and can get cracked. They are chocolate, small eggs that, if packaged properly, would not have arrived damaged. An expensive present for a friend that are now imperfect. It is more the lack/ attitude of customer service that has annoyed me.
August 27, 2024
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Lovely chocolates as usual
Lovely chocolates as usual. Bought 3 new items as they were on sale. Fast and secure delivery and packaging.
July 30, 2024
Parcel arrived very quickly nicely…
Parcel arrived very quickly nicely wrapped and with a free bar of chocolate!
July 26, 2024
Easy website for delicious chocolate
Easy website for delicious chocolate - v helpful customer service
July 25, 2024
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