Chocolate House Nathalie Bonn — Attraction in Luxembourg

A quick guide for 1st visit: -On site café: Pick a spoon on the shelf on the left hand side of the store and pick a table to order the warm milk (many options including lactose-free). Pay after consumption (right hand side) -Takeaway: pick spoons and queue to order other chocolates or pay on the right hand side of the store.

Now for the review: We (2P) visited the place on a sunny Saturday afternoon and it was super busy and messy. It took so long to figure out how the place worked and we weren't the only ones because everyone around us seemed just as confused. When we finally got around to sit at a table, we waited a while for someone to take our order and made a mistake when serving us so that was quite frustrating. The actual idea of picking a choco spoon and then being served warm milk is so fun but the whole experience made it unpleasant to visit the place that we will not go back to consume on site. (It was so messy we didn’t get any cake)

It's such a waste because the chocolate spoons we picked were actually good, and there is so much potential for this place to have both good products and good service.

The main recommendations I would make are: having a "how to" guide at the entrance with pictograms and numbers for easy understanding someone to sit/assign people tables, especially outside a sort of uniform or apron to recognise staff and non-staff any other change that would make the experience better

I don't blame staff members for the service quality the day we visited because it was hectic but I strongly advise better organisation and attention to customer experience from the managers.

The overall experience is the main reason why I'm giving 3/5 stars, the place has good products but the experience doesn’t make me want to come back there unless it’s to...

I don't usually post bad reviews, but customer service at this place was appalling.

You have to order cake downstairs and then go upstairs to order your drink and have a seat, but waiting staff upstairs don't make any effort to explain this, find you a seat, take your order, or explain where to pay for it (downstairs, once you're finished). I was on my own, so I sat down at one end of a large table (the only one available at the time). A moment later, I moved to a table for 2 once it became available. A waitress then asked me to sit back at the large table because she wanted to seat other customers at the table for 2. After ordering a drink (and waiting for 15 minutes for my cake to arrive) I was rushed through my order and asked to leave as soon as I was done to make room for others. After paying I didn't even get a receipt.

Overall, the staff made me feel very unwelcome and clearly only cared about cramming in as many people in there rather than providing a good experience. They also made no effort to speak English with non-French-speaking customers, which is strange for such a touristy place. The only reason I'm giving them 2 stars instead of 1 is because the hot chocolate and cherry...

I love the atmosphere in this place, however customer service is NOT fantastic. I picked my flavour of hot chocolate stick and the gentleman told me he will make my hot chocolate I just need to pay at the till. I walk to the till and the lady without saying hi or paying any attention to me in robotic voice said €5.50 and I said I would like to have your cake. Then she felt very annoyed and told me total price is €10.25, I asked her how much is the hot chocolate she said €10.25 but once again I have asked her not the total price but only hot chocolate. Anyhow at the end she gave me all the receipts and after I left without her saying bye or anything else I looked at the receipts and she actually charge me 1 euro less... I don’t wanna own anybody money or have bad karma I came back and told her that she charge me wrong price. She said to me: “why are you troubling me”. I was really shocked at her customer service skills, the other things she told me literally was: “give me 1 euro”. Without even apologising. Anyhow I just wanted to share my experience as I don’t think customers should be treated like this. I think at least to say Hello shouldn’t be that hard.

P.s. Vegan...