Läderach — Local services in Costa Mesa

The chocolates at Läderach are absolutely delicious, but unfortunately, the customer service at this particular location continues to be disappointing. This was my second visit, and both times I experienced similarly unpleasant treatment. On my previous visit, the cashiers seemed rushed and were pushing us to check out quickly. This time, the experience was even more disheartening. An elderly woman of color, who appeared to be a staff member, greeted other customers as they entered—but did not acknowledge me or my husband. I greeted her with a friendly “Hi, how are you?” and received no response. We had already selected our chocolates and were ready to check out, but I wanted to try a sample first and my husband had a question. As soon as I asked for one, she handed me over the sample and turned away and began assisting another customer at the register without any explanation or confirmation. My husband attempted to ask a question; while she did respond, her overall attitude felt dismissive and unwelcoming. ‼️After this experience, I looked at online reviews and noticed that many customers have shared similar concerns about the service at this location. It’s disappointing to see the management has not taken any action to address repeated concerns. Läderach makes exceptional chocolate, but service like this leaves a lasting negative impression. I strongly encourage management to provide staff with basic customer service training—and to ensure that every guest is treated with the same courtesy and respect, regardless of who they are. As it stands, this experience felt not only dismissive, but...

I have been purchasing from Läderach for years, and have been to stores across the globe, but have never experienced customer service as terrible as today. I have been a satisfied customer in the past, including a great visit just two days ago when I was helped by Todd who was great. However, today’s service with Jenny was appalling as she was consistently rude and unhelpful. She also refused to address the issue of a fly in the chocolates I was purchasing, despite bringing it to her attention multiple times. To make matters worse, she carelessly boxed up the chocolates, causing them to fall over and hit the glass repeatedly. Instead of taking care, she simply picked them up and proceeded to throw them into the box in a messy fashion. She also refused to answer multiple questions, and ignored me multiple times. When I requested to customize a box of chocolates, which I’ve done at other stores without issue, her colleague refused with no explanation. The lack of attention to detail is alarming, and I hope that after speaking to the manager, Maleek, who was receptive and apologetic, necessary steps are taken to address the issues and improve customer service. On a more positive note, I want to mention Todd again, who helped me in my previous visit. He was extremely friendly and went above and beyond to assist me. It is clear that Todd understands what good...

Great chocolate, but terrible and nonsense service with extremely rude staff more concerned in creating a good impression and experience for those sampling free chocolate without buying their products than their legit customers.

This location let customers sample all their 10+ different flavors available by the pound, however approximately 8 out of 10 people in line when I visited this store for the first time spent 10+ minutes trying all the free chocolate they could, and, then, shamelessly, simply left without buying anything.

When I asked if there was a line for those who already knew what they wanted, they rudely said no and made me wait in line for 20+ minutes watching those in front of me sampling and leaving without buying anything.

When it was finally my time, the staff member cutting the chocolate bars was extremely rude because I was complaining about the situation and defended the nonsense logistics they have in the store.

In summary, poor service not on par with the values of the Läderach brand. If you go there, make sure you go with time: they will make you wait in line 20-30 minutes for something that wouldn’t take more than 5 minutes if they didn’t force all customers to wait in a single line with teenagers sampling free chocolate to post on...