Patrick Roger — Local services in Paris

My husband and I visited about two weeks ago to celebrate our 6th wedding anniversary.

First off, the entry to this location is a push door, but there’s no label whatsoever on the outside to indicate how to enter the shop (although it says “push hard” in English on the inside) so we spent a few minutes sheepishly trying the door without anyone inside coming to help.

The staff took no initiative to show hospitality to us aside from saying “bonjour” and asking if we were looking to buy. I definitely got the impressions that they didn’t care at all for tourists, and resented having to speak English for our benefit. If I were to overlook stereotypes on both sides and give them the benefit of the doubt, it could have been that not all the staff are trained to speak English well enough to be comfortable serving non-French speakers, and that their lack of confidence presented as stiffness. However, they chatted easily and casually amongst themselves, so it was a little surprising to think they would find it difficult to be genial to tourists like us.

The atmosphere within the shop is like a tiny art gallery, quiet and almost reverent, almost uncomfortably so. There is no question as you explore the small shopfront that this is high-end edible art, and my husband and I spoke in hushed tones as we discussed our selections. Each piece and product on display, especially the enormous chocolate sculpture in the main window, was certainly presented in such a way that they almost looked too attractive to eat.

When we checked out, the cashier offered each of us a sample of their small bell-shaped chocolates. Beautiful, rich chocolate with creamy hazelnut ganache and a thin wafer layer inside, similar to a classic Ferrero Rocher treat but without the chopped hazelnuts.

As far as the cost, if you consider the whole experience together, I believe you get your money’s worth in artistic skill, presentation, quality, and richness of flavor. It’s expensive enough that I would say Patrick Roger chocolatier is definitely not for daily excursions unless you have decently deep pockets and financial stability, and I hope if you choose to stop in, that you speak fluent French and carry...

I am very disappointed with the attitude of the shop staff when I wanted to visit the shop at exactly 11am today.

When I came to the shop before it opened at 11am, they closed the door saying it was 11am, and when I came back at 11am, they were miffed and didn't even give me a bonjour until I greeted them.

And when choosing chocolate, I knew I was not allowed to touch the products on display, so I asked the shop staff to please come in, but she kept standing inside the counter and did not come over to me.

And the package of chocolates served to me was damaged, I asked for it to be replaced. she didn't seem to like that either.

I think that a shop staff who offers a beautiful package to a customer without noticing the damage to the package, which is the philosophy of the Patrick Roger brand, is damaging the brand aesthetics and brand image.

When I left the shop, I was not even greeted with a ‘Merci, bonne journée’, which is a common greeting in France.

The black woman who always serves us smiles and always ask me to try a piece of chocolate, and opens the shop door after payment to see us off.

I buy Patrick Roger almost every month. It is one of the most valuable products that you should definitely buy in Paris that I recommend to all my friends, acquaintances, and workers who come to Paris.

The most delicious chocolates in the world, beautiful packaging design and a real genius artist. It's because I really respect the brand that I am sincerely disappointed by such rude, badly behaved service and the quality of the staff.

If possible, I would like you to have the pride and courtesy of working in a great brand without giving such disappointment to...

Et voilà comment la notoriété peut pervertir un fabuleux créateur de chocolats.. Donc me voilà hier emprise d’une envie folle de ces fabuleux chocolats, même si les dernières expériences dans les boutiques de Paris m’avaient refroidi… Notion de service ZERO, antipathie maximum du personnel et rarement vue dans d'autres boutiques marchandes …. Bah oui lorsque l’on aime, on ne s’attache plus à cela…. enfin point trop n’en faut ! Donc je vais hier sur le site Internet et la bonne surprise ! 2 boutiques ouvertes durant le mois d’août et de surcroît un dimanche ! donc me voici parti même si cela fait de la route. La première désillusion. Arrivé à la première boutique Boulevard Saint Germain , fermée ! sans aucun message. Je laisse un message en précisant que cela aurait sympa de mettre à jour le site Internet… Un peu Furax… mais bon j’aime les chocolats 😊 Alors me revoilà parti à la deuxième boutique parisienne. La deuxième désillusion. Arrivé à la deuxième boutique censée être ouverte, bis repetita ! Boutique fermée…. Ah ! un tout petit mieux que la précédente… un petit mot sur la vitre précisant que la boutique est fermée exceptionnellement ce dimanche pour cause climatique ! Je ne m’attarde pas trop, je le crois je n’ai aucune raison de mettre en doute leur raison… La troisième désillusion. Après mes désillusions d’hier je rappelle la boutique de Saint Germain qui est censée être ouverte mais ne réponds pas… par méfiance, on ne m’y prendra pas deux fois, j’appelle la boutique de place de la Madeleine censée être ouverte ce matin…(Et oui j’aime vraiment beaucoup le bon chocolat 😊) Oh Gloire on me répond… j’en profite pour demander si la boutique de Saint Germain est ouverte, on me répond que oui, Cool ! j’en profite pour préciser poliment que cela aurait été bien de faire une petite mise à jour sur le site Internet hier et Là, Oh surprise ! "au revoir et bonne journée" et Hop on me raccroche au nez visiblement très fâché de ma remarque.. J’ai beau adorer le très bon chocolat, c’est bien la première fois que je me fais traiter de la sorte ! Quelle triste expérience ! pas uniquement pour moi mais pour Patrick Roger … Je suis persuadé que cette réputation exécrable de son personnel va se propager, car a priori les expériences similaires se multiplient ! C’est bien d’être génial mais cela n’exclut pas l’humilité et le sens du service, valeurs qui a priori ne sont absolument pas partagées ni même connues par son personnel ! Où je suis tombé à chaque fois sur les mauvaises personnes, au mauvais moment, au mauvais endroit.... Dommage bien dommage. Adieu l’artiste…. Je vais trouver d’autres représentants de créateurs plus enclins à partager humblement leur passion.. et je pense que malheureusement ils vont être nombreux comme moi ….enfin sincèrement je ne le souhaite pas à Patrick Roger car c'est un sacré artiste.... et puis il est toujours temps de revoir sa stratégie de service aux clients. Bon courage et en attendant ciao.. Emmanuel un ancien pourtant très...