Hotel Chocolat Avaliações 60.048

Ordered these chocolates as a treat for myself.
Delivery went smoothly but I was left rather disappointed with the merchandise itself.
Probably because I was expecting too much or they had been vastly overrated.
Sorry Hotel Chocolat but I don't think I'll be stopping off in a hurry.

I placed an order last week and paid a ridiculous £3.95 delivery and am now being told it won't reach me until Friday at the earliest, which is still 3 days away. That will be a whole week later. I don't think I'll have it to give to my friend for her birthday, which is really disappointing

Disappointing experience with Hotel Chocolat. I ordered a gift and clearly specified a delivery address, but the company sent it to my billing address instead — an error on their side.

What made it more frustrating was how they handled it. Instead of resolving the issue directly, they asked me to return the item (costing me time and effort), place a new order myself, and then contact them again to request a refund on delivery charges.

For a company of this reputation, I expected a much smoother and more customer-focused resolution. Mistakes happen, but the way they’re handled makes all the difference — and this fell short.

We have visited Hotel Chocolate, Silverburn branch many times and find all the staff very attentive, helpful and can’t do enough for you. They serve lovely Latte’s , hot chocolate etc and a great range of chocolate.
Special mention to Eilidh who always has a smile and a friendly chat.

We went for a day trip to St Andrews today
Our 1st stop was Hotel Chocolate
For hot chocolate & banana cake
I much say the staff was nice
But we were totally not impressed with our order
cake slice was very thin ,not tasty
The hot chocolate didn’t taste very good
So we’re sorry to say that we will not be going to that brunch again
We usually go to the one in Edinburgh
Hot chocolate & banana cake 100% tastier

Reading other reviews it has been sold off to Mars
Very disappointed to say that we will not be buying anything again, so by the looks of it , it won’t be long until they’re out of business

Hotel chocolate used to be my favourite chocolate but not the case now. The chocolate does not taste as good and the product sizes have reduced. I wont be shopping there anymore since they sold out

Ordered a sale item that didn’t arrive despite saying it was dispatched. I called and they offered me a refund, gift card to the value of the order!?!or replacement items up to the value of the order. (Non sale items)

Given the inconvenience, I feel they should have offered a replacement up to the value of the non sale price of my original order.

Very disappointing, they have probably lost a long time loyal customer.

The product always looks and tastes good, but when they deliver incorrectly, the return service for chocolates they have sent to the incorrect delivery address should be their responsibility to organise the collection/return, not the customer.

Ordered online and when order was recieved, it wasn't complete. Hotel Chocolats respone was to gaslight me by saying I hadn't ordered that product. The screenshots I have since sent of the order and price paid have been ignored... Please fulfill my order or I will have no choice to go to trading standards which does seem somewhat ridiculous for some chocolate but you are expensive as it is without paying your prices for thin air.

The Chocolate no longer tastes premium. I used to love Hotel Chocolat dark chocolate and family knew it was a safe bet to buy the dark chocolate batons for me as gift that would delight me.
But this year I have not enjoyed them at all. I would say Lindt dark chocolate is better quality and it’s a supermarket brand that’s a fraction of the price !

HC were sold to Mars and I am sorry to say we all know what that means. They will rinse the brand dry. Cost cutting and destroying the integrity that underpinned trust and why we the consumer chose HC for special occasions and gifting.

I bought velvetiser sachets a few months ago and had the same experience. The chocolate tasted “cheap” and sugary. It was supposed to be dark but had no depth of flavour. It tasted like cheap melted Easter egg. Urggggh

Hotel chocolate was my favourite choice, but this last box of everything has gone into the level of poor beyond words the size has even become smaller, the flavours are nonexistent, from now on a spoon of sugar would taste better, we will never buy them again, thanks Mars

Favourite chocolate always available! 😋

I purchased a very very smart tin of chocolate covered biscuits. Biscuits Of The Gods. The tin looked very high end. The guy in the shop asked if the tin was a present ( which it was) and he wrapped the tin in tissue paper and placed it into a carrier bag which he tied with a piece of brown ribbon. Very smart. However when I checked the receipt I had been charged 2.50 for the bag. It might have been better if I was asked if I wanted to pay for the gift bag. Back to the very smart tin. My friend opened it and could barely hide her disappointment. The biscuits were individually wrapped in plastic which was reminiscent of a british rail cafe in 1950. Quite cheap looking after the tin. A real let down. However the biscuits were delicious. Would I buy this product again for a present? Probably not.

What an embarassment of an organisation! Ordered some chocolates for the wifes birthday, says 5-7 day delivery. Should be fine... No chocolates. Emailed customer service, apparently even though it said 5-7 days delivery on the option I ticked ( which was not free), If I wanted it in time I should have ticked a higher postage. But the order literally sat in their warehouse for nearly 2 weeks. The Ryanair of the chocolate industry!

lovely product but customer services are woefully inadequate. 3 days to respond to your email and no one answers the phone

I’m very disappointed with my recent experience with Hotel Chocolat.
I placed an order on Easter Sunday evening for the Ostrich Egg – Everything while it was clearly showing as in stock. I even checked again shortly afterwards and it remained available, so there was no indication of any issue at the time of purchase.
I specifically ordered it to take advantage of the promotional pricing, which was not clearly advertised until the following day. Despite this, I’ve now been told the item is out of stock and my order cannot be fulfilled.
What makes this particularly frustrating is that the promotion has since been removed, meaning I cannot simply reorder or choose an equivalent item at the same value. Offering a refund alone does not reflect the position I was in when placing the order.
This has left me without a suitable alternative at very short notice over Easter, which is disappointing for what was meant to be a special purchase.
I hope Hotel Chocolat will take this seriously and offer a fair resolution that reflects the original promotion, rather than just cancelling the order.
Order number: 75443507

UPDATED: After emailing them full of disappointment and requesting for a resolution, I got a full refund and a voucher of the same amount added to my account. It's not an Ostrich egg, but better than nothing!

Excellent chocolate but their extra-thick Easter eggs are very misleading. The egg is split in half and only the edges are thick. It's a standard thickness egg

I purchased a sachet box from Hotel Chocolat in Shrewsbury. It was supposed to be on offer, but girl at the till said it was not coming up as discounted; so could do nothing!
I contacted Hotel Chocolat customer services, after several emails they agreed and apologised. They said they would refund me via an evoucher. They sent the voucher, but it needs a PIN to activate. This has not been sent. So far this issue has gone on for 14days!. They are not responding to my emails! What do I do? It is only £5..but the customer service is appalling.

We recently visited the Hotel Chocolat store on Frederick Street in Edinburgh as a family, and unfortunately it turned into a very disappointing experience.

We had been really looking forward to it, especially as we had seen a lot about the Velvetiser and wanted to treat our kids. The store itself was quiet, and our children were really excited looking at all the Easter chocolates. We noticed a sign offering a Velvetiser demonstration and encouraging customers to ask a member of staff.

Our 5-year-old built up the courage to ask, but was simply told “no, we are too busy” in a dismissive way. Given that the store was largely empty at the time, this came across as quite rude and left him visibly upset. As parents, that was hard to see, especially as we had encouraged him to speak up.

To be fair, the store manager did acknowledge that the situation was handled poorly and apologised at the time, and we were given a small gesture. Customer services also followed up afterwards and issued a gift card, which I do appreciate.

However, the overall experience still fell well short of expectations, particularly for a brand like Hotel Chocolat where you expect a higher level of customer care. What was meant to be a special treat for our children ended up being quite upsetting for them, and it did take away from the day.

I would suggest that other customers don’t assume that in-store demonstrations will always be available, even when advertised, and that service may not match expectations.

I do hope this feedback is taken on board, as it’s not the kind of experience you would expect, especially when encouraging young children to engage and build confidence.

Total shame that the recipes have changed. Completely reduced their quality since the sale of the company. Their £35 Easter egg tastes like a £2 supermarket chocolate egg, it is alot smaller than previous years and the flavours of the individual chocolates have been dampened down. Will no longer be shopping with them after many years of enjoying the old Hotel Chocolat.