Hotel Chocolat Reviews 

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.

Huge size decrease for the fruity sleekster box. We have bought this as a gift for my dad every 6 months for many years, its the only gift that we absolutely know he wants every time. Now its not only massively increased in price per chocolate for the new format but its also missing half of the box. There are so many beloved chocolates no longer included in the box and my dad's father's day present ended with an "oh, that's a shame" rather than the usual excitement.

The massive price increase per chocolate as well as the variety in the box drastically reduced feels like we a re being conned by hotel chocolat. A company we have bought from for many years.

Just want to say how lovely Mandy from Hotel Chocolat High Cross, was today. She went above and beyond.

I am a HC VIP member, I received an offer to get £5 off any HC products if I buy any ice cream of Gods. So I popped in my local HC shop & had Billionaire’s Sundae for £6 as a member (standard price is £7.50).
It was quite delicious, loaded with salted caramel and hazelnut drizzle with crispy milk chocolate pearls and shortbread chocolate. The high price is understandable due to the brand and the size.

Myself and my wife used hotel chocolat cafe ringwood for icecream. So what we had was was the master and the apprentice serving. That's fine, but it was a classic case of dumb and dumber. The apprentice create ice-cream creation no 1 which is a mess and straight in the bin. no 2 is created and offered to my wife who felt embarrassed and took it. "master" steps in and creates mine and it's perfect. Forgive me for saying so but shouldn't the "master" demonstrate to the "apprentice". Total lack of common sense.

I have a velvetiser which stopped frothing the milk. The machine is 18 months old. It looked like the whisk had become stuck as the spring wasn’t moving freely. I contacted customer services via the online form and explained the issue. A couple of emails, and 2 days later, a new whisk arrived, free of charge.
Absolutely first class service from start to finish.

I got gifted a Velvetiser by my Nana for my birthday, I had it for about a week before started having issues with the whisk and the power button. I contacted customer service the next day, discussed I’d troubleshooted as per the videos online. Megan was really understanding, she asked me to live record the fault which was really simple, she agreed the Velvetiser was faulty. I wanted a replacement she asked whether I preferred to send it via paid Royal Mail or go pick one up from the shop. I opted for the one in the shop, she contacted Bolton branch and emailed 5 mins later to say they had one waiting for me once I arrived. I handed the broken one over in branch answered a few questions and it was as simple as that. Got a brand new Velvetiser with extra mugs as compensation for the inconvenience. Have to say it was all very streamlined and despite having issues with my Velvetiser it was quickly replaced free of charge. Appreciate all your help Megan. Thankyou for making the experience simple without accusations makes a real difference.

At the London Waterloo Station branch Romaeo and Daniel gave such amazing service, they were a delight! 5 stars for EACH of them. Thank you so much for such delicious chocolate recommendations and very friendly service! They set the bar high! :)

I was sent an email telling my that I had received a birthday gift and that I could redeem it on line or go to my local shop and show the code. I opted to go to my local Hotel Chocolat at Whiteley and showed the assistant the bar code. She advised that it was not a product as suggested on the email but £5 off any purchase. I like Hotel Chocolate products and had I been sent a voucher making it clear that this was to be used against a purchase I would have been happy. I have rechecked my email and nowhere on it does it refer to this being a money off gift.
I think this company needs to look at its marketing as I feel disinclined to shop there again.
Since posting my review the customer service team stepped in and sorted things as they believed it was a misunderstanding by one of their sales team

We were delighted to uncover the newly opened revamped version of the Hotel Chocolat store in Westfield Stratford. We really missed it following the closure of the old location near Waitrose. The new store is much bigger and brighter and we were met by a wonderful new member of staff called Hakime who was so kind and patient with us and as a result of her great knowledge of the products ranges we ended up buying wide variety of 70% dark chocolate. Macarons, batons, chocolate truffles to name a few. We also got some complimentary drinks which was a nice gesture and certainly reinforced our loyalty to the brand. We will be back soon for more!

I had such a lovely experience at Hotel Chocolat in Bury thanks to Chloe. My son accidentally dropped his ice cream, and without any hesitation Chloe kindly got him another one. Even when I offered to pay, she insisted on replacing it free of charge, which was incredibly thoughtful.

Her interaction with my child was amazing, kind, patient, welcoming, and genuine. It’s rare to come across customer service like that these days, and she really made our day. Thank you Chloe for your kindness and outstanding service!

The Rose and Violet creams from Hotel Chocolate used to be the best in my opinion. I have tried just about every other brand on the market! Chocolate is good, creams are fragrant and of good consistency BUT they changed the topping which used to compliment the delicate flavours to a dried fruit which shouts at one's taste buds. Sad, sad, sad ....who is doing their test tastings!!!

Good products, but what tops them here is excellent customer service. Very strong team with a consumer-first mindset - this is what helps build brands!

Decided to treat myself and restock for my hot chocolates, first time for a while. Definitely disappointed - sachets didn't taste the same at all. Out of curiosity, I checked the packaging to compare and was quite shocked to find that not only had the sachet size been cut (35g to 31g) but that the quantities of the ingredients had reduced, or been altered altogether to substitite cheaper (lower quality) elements. The prep instructions remain the same though (220ml milk for both sachets), resulting in a weaker flavour, which was already disappointing because of the ingredient reductions. Needless to say the price has increased - in and of itself, I don't have a problem with this but supplying a sub-par product for increased prices patronises the customer; if someone is prepared to pay a premium price for a premium product, let them - stop with the 'shrinkflation' and treating customers as if they can't make their own decisions. No wonder they no longer describe their drinks products as 'barista-grade' - they're certainly not now.
The ordering process was also unclear - it did not apply the 'free p&p' discount until the very end and having been stung by their website not applying this correctly in the past, I was not at all sure it had worked until the very last step. Not being able to review this directly on the HC product page is probably the final straw for me. Very disappointed - I'll miss my hot chocolates but they don't exist any more anyway, with the penny-pinching recipe changes.

You keep sending me marketing post for somebody that doesn’t even live in my address anymore. Although I send them back labelled not at this address you continue to send them here. What a waste of paper what a waste of time what a waste of a company, I refused to buy anything in your company anymore until I stop getting this marketing post

Regularly visit the Glasgow Silverburn Hotel Chocolat location. Staff are always very friendly and and helpful. Great store!