Hotel Chocolat Reviews

I often go in to the Harrogate store and always comment to my husband how lovely everyone is and what great customer service I get when I shop there. Hotel Chocolat seem to take customer service very seriously, which makes a refreshing change these days! Today I was served by the lovely Rebecca, who always has a smile on her face and makes you leave the shop feeling like you've had a great experience.

Just been to Harrogate Hotel Chocolat shop. Was looking to see if you sold travel mugs; sadly you don’t. However, the lovely Rebecca got me hooked on choc orange pot …. Absolutely delicious - so just HAD to buy some. She is an ace person to meet customers!

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I purchased chocolates for a friends birthday. I had them delivered directly to them. Royal Mail helpfully confirmed delivery - however what they failed to say was that the package was left outside behind a bin, with no card to inform my friends household. So these have been left outside during one of the warmest weekends this year so far (May 2025). I just hope the chocolates remain edible.

I'm sure Sid will enjoy your lovely chocolates for his birthday. I love the idea of having different sleeve messages we can choice from. Good thinking!!! The chocolates were delivered on the stated day so no problem there. All in all very good service. Thank you.

The main reason for choosing to send chocolates, would be to celebrate an occasion. What is the use of doing so if it is not delivered on the selected date. My friends anniversary was on a Friday and the chocolates were delivered late on Saturday when they had already left for their anniversary holiday?????

Thoroughly pleased with the delivery from you. I’ve never ordered from you before but it was a pleasure from ordering to delivery. I ordered a gift for a friend and I was very pleased with it. Thank you so urchin.

Terrible experience at the Windsor store when I visited with a friend, the female staff member stood there like a zombie utterly unhelpful or welcoming.

The most miserable staff who talk in a robotic voice without a smile at the Windsor store, such a disappointment to visit here when our local store is run by friendly professional staff. Avoid this place.

I was given a gift card for Easter but I cannot use it as the online shop will not put the order through. I have tried multiple times, using 2 different debit cards issued by different banks to pay the balance, on mobile, desktop, laptop and using different browsers. The payment system just times out. Once it got as far as asking me to approve the payment in my banking app, which I did, but it just timed out again in taking the payment. Using the non debit card options doesn't allow use of the gift card! I contacted customer service who just told me to "try a different payment method or browser", despite my having given the explanation above and it apparently not being read, or to try "clearing my cache and cookies. Of course I had already tried that as a first step, but tried again just in case. No difference. Messaged customer service again, but no reply. My advice is not to buy gift cards for people if they will want to use them online as they do not work.

Parcel arrived faster than advised and well packaged.

I have today received my first order from Hotel Chocolat and I’m over the moon with it, it’s a present for my daughter in law, I did pay extra for the gift bag and didn’t expect it come already in the bag, really impressed. Also was kept updated about delivery all the way through.

I paid for next day delivery, but the item arrived 2 days very late. I’m very disappointed with the service

I usually have no bother with delivery of these chocolates but today was an exception. The chocolates were melting and sticking to the packaging. I have placed them in the fridge to see if I can salvage them. Most disappointed, the weather was warm, although the packaging did state that it had to be kept cool, I suspect the delivery company did not have air conditioning in their delivery vans. I will have to wait and see if they recover but they will be mis-shapes!!!

We often shop at our local Harrogate store and always have a positive experience. However a recent experience was heart warming! Our son was a little sad (because we didn’t have time to stay for a hot chocolate!). A wonderful person who worked there called Sophie came over, asked if he liked chocolate whip and brought him some over in a tub just to make him smile. She is an absolute credit to an already wonderful company!

Paid for next day delivery only for it to “disappear” from the tracking page. Turned up late the day after. Won’t be ordering online again.

Hotel Chocolat on Fargate, Sheffield - lovely staff, the manageress goes above and beyond ….. but come on Hotel Chocolat give us a cafe in the town centre, Sheffield is regenerating and a cafe would go down a treat 😁

Very good product.They taste so nice

Unacceptable delivery The delivery driver dumped the parcel on the ground outside the building. Received a text it was delivered with no information about the location of the box. Not very nice way to treat your customers Hotel Chocolat!