Hotel Chocolat Reviews 

I do love their chocolate (I'm a repeat customer) and I would like to say that when I recent delivery arrived all melty, they didn't hesitate to send out a replacement. Well done for decent customer service.

Hot chocolate was wayyy over hyped - did not enjoy at all, however I do enjoy some of the chocolates

The quality and taste has declined so I will no longer be paying a premium price for this inferior chocolate

We were enjoying our Billionaire Sundae and Mango & Raspberry Sundae, both expertly made by Katie at the Frederick Street store in Edinburgh—they were absolutely delicious!

After finishing her sundae, my daughter asked if she could have an ice-cold chocolate drink. We said no, but Katie kindly surprised her by giving her one for free. It was such a thoughtful gesture that really made my daughter's day.

Thank you, Katie, for your outstanding customer service and kindness. It made our visit even more special!

Our machine broke after years. They sent a new part free to keep it going. Not had such good service since 1975.

Terrible service. We went to Hotel Chocolat in Westfield Mall London. We ordered an ice cream with raspberry syrup. The tub was filled over the brim and dripping all over. I could not hold it as it was sticking to my hands. She would not change it. We also ordered a iced latte, it tasted weird and extremely bitter. We have never had such coffee in Hotel Chocolat before. There were flies in the shop, seemed unhygienic. The sales girl Jannat was also rude. We were not expecting such a poor show from a reputable brand. We are loyal customers of Hotel Chocolat but will not come here again.

I've been buying Hotel Chocolat chocolates for many years and used to own their shares until they were bought by Mars. I was given 2 boxes for Father's Day by my daughters. They have changed: the box is the same size but the weight is now just 210 grammes and the chocolates look lost in the box that now is far too big for the meagre contents. The chocolate recipe might not have changed but the milk chocolate now seems very "mass produced" and thus slightly oily. All very sad.

Ordered (£4.95) for next day delivery before 12 midday & im still waiting 13.30 not acceptable. Had I known this & read the reviews on here before hand! Will not be ordering ever again

I have just been into the branch at M/ C piccadilly
What a dreadful experience
I was not greeted as I enteted
This is a premium brand and at least you spend in the store is £5
I had to greet the female advisor
Not even are you looking for anything today like you usually get from H/C staff
I purchased some chocs as a gift
I was not offered a bag
I.know now there is a charge
I do not agree when you are purchasing within premium brands but hey ho
I had to ask for a bag
No offer of would I like my receipt
The whole experience was not even worthy of 1 star
I should of gone to M&S

I would just like to say how much my wife and I loved our hot chocolate beautiful latte and our ice cream they were delicious
Neve Kaylah Laura and olivia they were so professional and nothing was a problem for them we think they are a great asset for hotel Chocolat in St James centre Edinburgh
We will tell our friends and family and we will definitely be back to see Neve and the girls
Thanks girls and hotel Chocolat well done

Johnnie and Gillian

I visited Hotel Chocolat in Llandudno with a friend on what happened to be my birthday. I have never been in a store before but oh my days! The staff were welcoming and warm, very informative and extremely helpful. I left with joining up plus a birthday gift after sitting and having a drink in the lovely little cafe’ and making a purchase. I would like to thank the OUTSTANDING staff for their contribution to a very happy day. Because of the staff and their service, I have now joined up and have made an order online to thank my friend for introducing me to Hotel Chocolat!

Caring informative staff who wish to make your experience special. They succeeded on every level. Nothing is to much trouble. It's our regular go to drinks and treat place. Merry Hill shop is mighty for your chocolate fix👌👌👌👌👌

I have shopped at Hotel Chocolat for many years and have always been impressed with the friendly customer service I’ve recieved in stores. I don’t usually leave reviews but I had to after the outstanding customer service I’ve received from Abigail after experiencing a fault with our velvetiser. So efficient and understanding, honestly the best customer service I’ve received anywhere.

Sam greeted he was friendly and polite.
I asked for a small affordable gift and was very pleased to be shown the everything chocolate box with various sleeves for different occasions. This will be my go to gift for everyone. Thanks Sam you made gift buying easy.

I love this shop, especially the drinks in the cafe. I always remark on how nice the staff are in all the shops but I have to say that Joe in the St Andrews shop is especially lovely. Treated so nice by him & his drinks were so good. Such a friendly man & a credit to Hotel Chocolat.

Aaron from customer services went above and beyond today to help me with a delivery problem. I had ordered a variety of chocolates from Hotel Chocolat as a present for a Diamond Wedding anniversary but had forgotten to change the delivery address to the recipients'. It was therefore due to be sent to me.
When I rang Hotel Chocolat, the call was answered promptly by Aaran who went out of his way to help me. He asked Royal Mail to return the parcel on its way to me and then organised for a new order to be sent to the correct address by next day delivery. He said a refund would be issued for the returned parcel. Very impressive customer services! Thank you Aaron

I spent over £60 to qualify for 'free' delivery, but it was a '3-6 day' service, so I paid £4.95 for next day. It did arrive next day, but had been sent by Tracked 24, which is not a premium next day service.

I queried this twice by email, but have been ignored. I was planning another £60+ purchase, but decided against it after being ignored.

I am grateful to the commentators who mentioned that H.C. is now owned by Mars. I have been boycotting them for a few years after they brought out - in my opinion - a particularly horrible 'woke' product.

I am extremely unlikely to ever buy from them again. I thought that I was buying from a quality independent manufacturer.

Since the Mars takeover, recipes have changed, ingredients have been replaced with inferior ones, and sizes of products have become smaller. As usual, a large corporation with out-of-touch leaders refuses to acknowledge that consumers will pay good money for good quality, and will alienate those who think they won’t notice when things are made worse. Shame on Mars; I was a customer and I’m not any more.

Very disappointed with service received at Hotel Chocolate coffee shop at Arnison Centre, Durham. I normally love Hotel Chocolate as coffee shop spacious and cool. The presentation of the coffee on little wooden plate is lovely. Went in at 3.30pm to sit and have a sundae as weather hot outside. The large seating area at rear was already closed off with cleaning signs displayed but no cleaning being undertaken. The smaller seating area at the front was full. After queuing and finally getting served I queried that there was no seating available and could the area on the left be used. I was told snappily by staff there was half an hour until shop closed and it had been closed early because of staffing shortages, and nothing to do with cleaning. I was told snappily that I could take the sundae outside. A takeaway was not the purpose of my visit. I understand there can be staffing issues but to fully close half of the coffee shop early and be spoken to by snappy staff is not good service and not what you expect to receive. I left with no purchase. I do wonder if all of the other people in the queue behind ended up leaving as well. Very disappointed and won’t be back.

The food is delicious and pocket friendly