Maison Pierre Marcolini Reviews 

Chocolate itself is good, but they messed with the shipping.

My order was supposed to be shipped within 48 hours of placing it. However, it was shipped 3 days later and it’s at the FedEx depot on Friday afternoon, and FedEx delivery estimate is on Monday!! So my chocolate will be sat in the warehouse or being in transit over the weekend for 2 days! And that will be one week since I placed an order. That’s not good, is it?? I expected the delivery by Saturday.

The website shouldn’t state that they’d ship the order in 48 hours if they can’t meet that promise. It was the same last time so this is a regular occurrence.

I was trying to order some chocolates as gifts for my mum and dad, who have loved Pierre Marcolini chocolates ever since we lived in Brussels 15 years ago. I had some issues with the website and ended up placing an order for only one of the two boxes, and being charged a delivery charge in spite of having signed up for the promise of free delivery on my first order.

I sent a grumpy email over expecting to hear nothing more - but customer services were amazing! They got right back to me, cancelled the order and enabled me to order both boxes without a delivery charge. They also took my feedback on the website glitch that had stopped me ordering both boxes the first time and said they'd be looking into it right away.

I feel like in this current age of circular phone conversations and AI responses, an encounter with prompt and helpful customer service is a breath of fresh air, so I want to acknowledge and celebrate that here. Thank you, Pierre Marcolini team! And I know my parents are going to love the chocolates when they arrive, it will take them right back to when we lived in Brussels.

Very tasty
I ordered it for the first time
I'll order it often

I’m a big fan of these chocolates and often choose them as gifts—they’re always a wonderful option, and recipients are always thrilled. I once had an order arrive with the boxes wet due to a burst ice pack, and Pierre Marcolini immediately replaced the products at no cost. I truly recommend them.

Amazing chocolate, easy buy and quick delivery!

Best chocolat brand.

Highest quality in the products and perfect delivery to Madrid

Great experience as usual : Delivery was fast, the package arrived on time and in perfect condition.
And the taste is absolutely exceptional. The best by far.

I know they have great chocolate. I have been a loyal customer. But this Christmas, they did not deliver my €100+ order. I ordered ~2 weeks before Christmas and it left their workshop ~1 week before Christmas, so things were on track. But their shipping partner FedEx just took a picture of the doorbell and claimed to have "attempted" delivery. The doorbell works and everyone was at home. As it was getting close to Christmas, I contacted Pierre Marcolini: nothing. I contacted FedEx and they said they'd redeliver the next day: nothing. I contacted Pierre Marcolini again (!) and finally someone got back and they said FedEx would attempt redelivery: nothing. It's 26 December now and I had precisely zero Christmas presents for my family.

I hope Pierre Marcolini improves their customer service and changes their shipping partner because FedEx just takes pictures of doorbells and leave. I hope someone in the company notices this bad review and improves. FedEx website didn't have an option to schedule redelivery, leaving me with nothing. Never again for Christmas! I still have no Christmas gifts for my family.

DO NOT USE online website - They don't answer calls and you can only ring their Brussels number. Emails are not answered promptly. They refuse to refund saying it will be dispatched then saying its been delivered. Once dispatched, delivery by FEDEX says it was delivered and guess what.... no delivery, no photo of the supposed delivery and just my 'signature' which is actually my name in typed letters. Going through now with a claim through the bank.

I wish I had read these reviews before ordering online. I ordered in good time for Easter, specifying a delivery date. When the chocolates didn't turn up on the required day, I emailed them and got no reply. After Easter the gift was delivered but it was too late by then so I contacted customer service for a refund of the standard delivery charge. They fobbed me off and blamed the courier, even though I could see by the tracking that they had not dispatched them in time. Also there should not be the option of specifying a delivery date if they're unwilling or unable to fulfill it.

For any company this would be bad enough but for a company charging as much for chocolate Pierre Marcolini does you expect everything to be so much better. A luxury brand needs to take customer service and delivery into account, not just the quality of the product.

Avoid.

Order: C25030884486 on 3 March 2025 never delivered after nearly 2 months
Tracking on FedEx: 286236307364
Never buy from this company. Total scam.

Delivery 5 days overtime.
It was a present!
Costumer service terrible.
Leonidas is a very good chocolate too, they always deliver on time and is a lot cheaper.
Never again buying from Piere!

Don’t bother ordering online. They indicate they can deliver in two days. I needed them in four days but it took a week so I didn’t them in time for Mother’s Day. I had to buy the whole lot again from the store in person, spending £125 again. And now the online shop won’t let me return the unneeded boxes for a refund. Terrible customer service from their Brussels online shop!

Terrible Experience – Gift Never Delivered, Money Lost
I had a very disappointing experience with Pierre Marcolini, a brand I expected much better from considering their luxury status. I placed an order (C24091563363) over a month ago, intending to send a thoughtful gift, only to face numerous delays and a total lack of communication. The shipping partner, DPD, claimed they attempted delivery three times, but no one ever contacted me or the recipient to resolve the issue.

What’s even worse is the back-and-forth communication with Pierre Marcolini’s customer service. I reached out to Pierre Marcolini’s customer service multiple times, only to be passed back and forth between them and the courier, with neither taking responsibility. Despite my request for a simple collection point near the delivery address, I was told it wasn’t possible due to "temperature-controlled" delivery. In the end, the gift was never delivered, and to make matters worse, I’ve lost my money with no offer of a refund.

For a brand that prides itself on luxury, their customer service and delivery logistics were an absolute nightmare. This experience has completely ruined what was meant to be a special gift, and I will never purchase from them again. If you're considering buying from Pierre Marcolini, I urge you to think twice—you might end up losing both your gift and your money.

Quite honestly the world’s worst customer service - or rather, the first luxury brand that HAS NO customer service. No reply to various inquiries about an order that has not been delivered. But is already paid for. A phone number without staff to answer. An online inquiry form without anyone behind it. Email addresses that vary. It’s like shouting into the ether

I ordered their product which had a delivery date in advance of Easter. Their assigned delivery company has not met the delivery schedule and the product will now arrive too late for easter. I received a brush off email basically stating that ‘we’re sorry, you’re not getting your money back - check the contract and it was not our fault, it was with the delivery company’. Premium product but not premium service - so far at least. A very disappointed and ex-longstanding Marcolini customer.

Chocolates arrived 6 days later than scheduled, which meant I missed Mother’s Day - wanted to get real Belgian chocolates for the occasion. The business didn’t acknowledge my delivery being late, didn’t apologise and said it was fine because the chocolates are edible for 3 months. The shipping was almost as expensive as the box of chocolates. Rubbish service, chocolates fine.

Address was correct, package for 125 EUR was not even attempted to be delivered. Phone number was available for Fedex and P Marc.. I can prove all of my statements. They give a sh about you, both. Customer considered as collateral damage, paying sh. You call PM by phone, you get friendly BS in return.
I ordered before years ago, also with some issues in delivery. Now I wanted to give them another chance. THEY FAILLED MISERABLY AGAIN.