Chocoberry — Restaurant in England

We have been going to Chocoberry for years,

Always loved the quality of food and taste.

My mother, who is very picky, really enjoys the Pistachio Milk Cake mA. It's a green cake (obviously) with pistachio nuts on top. This is the only dessert she ever has.

In the past, she has tried different ones from here, but she really only enjoys the Pistachio one. We try to get this for her every couple of weeks if possible.

Today, after prayers, I came with my kids to get some dessert for takeaway. I asked if they have a Pistachio Milk Cake, which they confirmed multiple times that they do. I pointed out that I could not see any at the front counter, but they assured me they had this. I thought it would be a good surprise for my mother, who hasn't had this since she returned from her trip abroad.

After 30 mins of waiting, I saw one of the workers take out a standard milk cake and sprinkle some nuts and give that with my order.

I pointed out to the staff that this is not a Pistachio Milk Cake but a standard one with nuts on top that I have just seen you put. They completely disregarded what I said and said this is it.

I politely returned the cake back and requested for them to provide a refund. To which the manager replied stating we have this in the back.

I waited a further 5 minutes or so, and they gave me another milk cake, which seemed like a strawberry one as it had some sort of red sauce or jam in the middle with thin pistachio nuts on top.

I informed them right away that this is not a Pistachio Milk Cake, which is meant to be green, and even the milk turns green from the cake. I informed them that my mother only likes the Pistachio Milk Cake and not others and that we get this often with no issues.

The staff began to lie and said that this was the "New" Pistachio Milk Cake. It obviously wasn't, and they kept on lying.

I politely requested a refund again. After multiple times of requesting this, they eventually gave it, but the manager, with a grumpy attitude, put the refund on the counter, with no apology or explanation.

Very rude, unprofessional, and dishonest.

I told them that if they didn't have the cake I wanted, they should have just told me instead of trying to con their regular customers and take their money and lying multiple times. I received no response.

A professional would normally state that we don't have the normal Pistachio milk cake, but we can sprinkle some Pistachio nuts on top of a plain one. It would then be my choice, as a customer, to purchase this or not. This obviously was not mentioned or offered.

I hope they can take this review as constructive feedback and improve their customer service and training. Moreover, with the recent increase prices, they should really work to...

Firstly, I leave honest and balanced reviews for every place I visit, and it'll be the same for chocoberry. 3rd time visiting this place and I honestly do not have a sweet tooth, more for my wife and 7yr old boy. My 2nd visit I pushed the boat out a little and decided on the puffed doughnut balls with ice cream and choc sauce. I have to say it was, and is delicious, and the reason for returning the 3rd time. On the 3rd visit my boy needed the loo and I waited outside with a clear view of the kitchen and its workers prepping the food. I noticed all staff handling food had no food hygiene clothing, hair net's, gloves, aprons or beard covers but ironically the staff at front of house all wore gloves who only handled payments and serving food already prepared by the kitchen staff. I observed 2 members of staff prepping food and handling food with their bare hands whilst wiping they're hands on there jeans and continue to handle food and use the croch of their jeans as a way to sanitise or wipe residue before moving on to handle other food products. One of the ladies wiped her leaking nose with her hand before continuing to prepare customer orders. I challenged the staff at the front and asked why they all wore gloves and the response was because of hygiene, I asked why then none of the 8-10 staff prepping food wore no gloves to which they had no response. This is a clear distrust of our trusting public who have the right to be confident in knowing they are eating in a safe and clean place knowing the food they consume has been prepared and handled within the requirements of our food and hygiene standards but some feel its okay to display and show a false standard but implement below standards and expectations. For me the worst takeaway from this whole experience is the decision by management to acknowledge, ignore and carry on serving as they were, they are happy to portray a safe and clean environment but equally happy to operate below standards. I will finish this review just to reaffirm what I have set out to say, the deserts are nice especially the one I've mentioned but watching what happens in the kitchen has completely put me off. I really wish I took my phone out and recorded what I saw for your viewing,...

Front of house was well maintained, and very clean.

The chap in the till was friendly and attentive. He politely amended my order when I accidently ordered to many milkshakes.

There's a serving hatch allowing you to see through to the kitchen, and from what I observed it was clean and organized.

So into the food. The milkshakes we ordered went down great. The waffle was quickly demolished.

I feel it's important to mention that my review is mainly based on the staff, service and cleanliness.

It's a franchise; so you the food being centrally produced should be constant in quality. The cheesecakes seen in the display chillers looked nice, but were small. The ice cream chiller was kept covered, with no ice visible (a sign of thawing and refreezing).

The waiters were on there feet ready to begin waiting. I would offer a suggestion, maybe sick one of them in the door to great the customers with a smile and a warm welcome.

Would certainly use again for the milkshakes, Ice cream and freshly...