Hotel Chocolat Avaliações 60.048

My son bought me one of their premium Easter eggs. Paid £35. Next day they all went half price. My order hadn’t even been despatched. I emailed them asking them to match the price. It not requesting a refund. No reply and didn’t even acknowledge my email. I waited for a week for a reply. Nothing !
Not good customer service at all!

I purchased an easter egg for my wife this year , through amazon. She loves nuts in her chocolate so an egg that states equisitly nutty seems to be the one. However having paid a high price for this so called very nutty egg she was very disappointed to find no nuts at all in the egg or the chocolates that were within. This was not explained in adverts or on the egg packaging.
When she emailed Hotel Chocolate, they just said that the nuts are a paste mixed in the chocolate. and thanks for the feedback.
This is misrepresentation, we have asked for a refund , but not heard back from them.

Expensive but very nice products I’ve always found both the shop and online customer service friendly, courteous and professional. The one star is for the price of the velvitiser and sachets. I’d love to update mine but there’s no trade in or incentive for pre existing customers

Pretty disappointed with the expensive Easter egg. The flavour of the chocolate in the egg was just not enjoyable. I love chocolate and am very confused by the fact that standard mainstream chocolate brands are more enjoyable.

Have used the website for ordering gifts for friends for 10 years. Prompted to download Android App via Googlestore.

Entered order, delivery address etc. and confirmed order. Received security code confirmation from my bank by text, entered code in banking app.

Hotel Chocolat app then said there were no items in basket. Checked bank account & no payment had been made.

Checked my Hotel Chocolat account via browser, and the two intems were still in basket.

Several things to note:

1) App wants to store my debit card CCV. I do not want my CCV stored on any system. I prefer to enter it each time, at the point of payment.

2) Addresses previously stored in account when using browser on website, not shown in app.

3) As far as I can see, it's not possible to delete your online account.

Given the fact that their app doesn't work (does anyone test anything these days?) I'm now reluctant to use their web site, as it's obvious things have not been fully tested & will therefore delete my account.

It's only chocolate, after all. Will use Marks & Spencer from now on. Just as good, cheaper & far better value.

Bought some chocolate in their sale, and it was still overpriced. One of the "thick" eggs was WAY smaller than it's packaging, very misleading having huge egg shaped boxes that are an inch thick, with a much smaller egg inside.

And it was still over £17 at half price! Got about 10 chocolates inside it, not worth the money even with the sale.

Cocoa prices have gone back down lately, but chocolate prices remain elevated, we're being ripped off and I won't support it.

Hotel Chocolat has, in my view, been giving a poor customer experience for some time. The latest re-boxing and re-pricing is the final straw. The chocolate quality has deteriorated. Pricing is through the roof. Time to say goodbye.

Web site is always broken. They offer you prices. You add items to the cart. Then it tells you that the discount code THEY added can't be used. So you remove the code and then it tells you that one of the items they displayed and happily added just seconds ago isn't available any more, without giving any clue as to which one it is. So you waste time deleting item by item until you have just one item left and the message is still there even though the item is STILL there to be selected for purchase on the main site.

This has happened so often and you contact them and days later they tell you they are sorry and the web team have been contacted and then months later when you decide to give them another try you discover things are just as bad not worse.

Totally done with them now. Their prices are sky high but not a penny invested in fixing a broken web site. So sick of wasting time with them.

Not for chocolate lovers.
An upgrade over Cadbury' milky, cocoa free rubbish, but only just!
Bought an Everything Easter egg as a present. Tasted myself. What a disappointment.
Hardly any dark chocolate in the egg and the 'fillings' were at best ok.
£36 for something that is arguably just tolerable at half the price.

Thank you to Julian at Hotel Chocolat, Winchester, for giving me a free chocolate lolly as your Easter fried eggs ones had run out. Totally unexpected and gratefully received. I mentioned I’d given my elderly Dad lots of Hotel Chocolat treats and Julian wished him well. What a lovely, caring person. We need more of these people in the world. And the chocolate is always my favourite too. Delicious. Thanks so much 🙏🍫💝

My 2nd Velvetiser failed within 12 months of purchase, so this time I believed I had a claim. The coating on the inside has worn away and the spinner isn’t frothing the drinks anymore. I was offered a new spinner, but that won’t fix the problem. Customer services asked for photos and proof of purchase etc which I gave them. Haven’t heard from them again as the next step is to replace the whole jug and I guess they don’t want to honour the guarantee. I will buy another frothing drinks maker, but I won’t give Hotel Chocolat any more of my money. Other similar products are much less money anyway..

Velvitiser pouches used to be 35g. Now they're 31g, resulting in a weaker drink and reduced consumer experience. Another company who offers less for more...

I love the products but have stopped buying the hot chocolate now they are in individual sachets. HC say they have got the perfect quantity to make your hot chocolate but that depends on taste and cup size! Worse than that, this is a rediculous amount of packaging and goes against sustainability, at a time companies are encouraged to cut packaging.

. I had bought the proper cardboard tubs for years but they have lost a customer now. What a shame but I can’t justify buying individual
Sachets with such a wast of packaging and to be told how we are supposed to like it. Very disappointed 😟

The 70% dark chocolate lost its special quality. It now tastes like most dark chocolates but is more expensive. One difference is the sugar content going down to just 27% but there must have been other changes. What a pity, but I always expected it when the company was taken over. Myself and my family were regular consumers, but we shall have to turn to other brands now.

I normally love their chocolate. The individual chocolates are amazing, however we treated ourselves to the £35 east egg and were nothing but disappointed. The egg itself was a lot smaller than the outer packaging and the chocolate was nothing special. It was thick so you get a lot of chocolate but I have tasted cheap chocolate that tasted better than that!

Loved the Easter Sleeksters. Always good quality chocolate. A bit pricey but it is choc. You shouldn't have choc if it is cheap.

recently purchased 3 boxes of caffe mocha latte for the velvetiser (i have had these before) however they must have changed their ingrediants, its now absolutely disgusting, made me throw up and had to chuck the two cups away. Total waste of £30.

Will not be wasting my money again

Had a lovely experience at hotel chocolat Chichester, the chocolate was Devine and even got some free samples from the lady with the green hair ( think her name was Laura or laurie) everyone was so friendly and it made our trip so much better. Plus the hot chocolate was SOO good!! Thank you hotel chocolat Chichester!

I was given a box of Patisserie Hotel Chocolat for Mother’s Day from my daughter & what a wonderful experience. They were an indulgent experience. Although not at an every day price for me a wonderful treat. Beautifully made chocolates with a taste that would please any chocolate lover

customer service is great as soon as you are connected with an actual person which sometimes takes a couple of hours. After chat message, the order that had an issue was replaced. The chocolates I ordered somehow partly melted inside each packets and hardened afterwards. But you would think they will learn form the first mistake, they didn't. They shipped the package where the weather is almost at 100 degrees. So the chocolate melted and they do not advise on using a whole lump of chocolate for the velvetizer since it will damage the unit. I gave up with this company.