The Urban Chocolatier - Walthamstow — Restaurant in London

I go to Urban Choc regularly since it opened. Maybe a bit too regularly!! I absolutely loved it, service, decor when sitting in, delivery packaging and presentation when using uber eats, has all been a 4*. UC was my favourite dessert shop.

However, I am very disappointed to say during my last 3 purchases everything has gone downhill. I just hate it when this happens. The quality of everything ordered has decreased. It is like they are just no bothered.

My last uber eats order came with no straws, awful tasting milkshakes that i did not even have and a cold cookie dough. I called them they said they would 'sort me out' next time.

So the next time I went in (only days later) I told them and they said they would give 20% off. When the order came, there was a hair tangled within the choc melting pots bananas. I did not expect them to make a whole new choc melting pot but I did expect a new pot of bananas. But they brought it back with the same pot and I cannot comment if the bananas were new or not. Then they forgot one persons dessert and did not realise until the rest of the group were almost done. On our leave at the till, there was no sorry for the hair OR the forgotten part of the order, let alone any compensation.

A few days after this, i got take away milkshakes and mocktails and lets just say the quality is officially low. It is with a heavy heart that UC will no longer be my go to place/ dessert shop. very...

I am absolutely furious with the appalling service we received at Urban Chocolatier. which began when a waitress accidentally spilled hot coffee on my sister, causing her to suffer a burn. While we understood that mistakes happen, and the waitress appeared genuinely upset and apologetic, the situation escalated poorly.

Another waitress then came over and offered something "on the house" to make up for the incident. We politely requested that they cover the items we had already ordered, which seemed like a reasonable request given the circumstances. They agreed, only for us to be shocked when the bill arrived, and we were STILL asked to pay 50% of the total. This was not only unfair but also completely disrespectful. When we tried to explain how this experience had ruined our time and left us feeling angry, the staff responded with blatant attitude and seemed visibly annoyed. Their unprofessional behavior only made matters worse, and it was clear they had no intention of resolving the issue or even showing any empathy.

I am beyond disappointed by the lack of customer care and the disrespect we received. The entire experience was mishandled, and the staff’s unprofessionalism only made it worse. I will not be returning and would strongly advise others to reconsider before visiting. This was completely...

I have ordered from this branch before but what a disappointment today. I made an order on just-eat at 15:45 and the order was due to arrive at 16:15. The app kept aaying the driver hadn't been assigned and a new time hadn't been given so at 16:30 I contacted the restaurant and was told that my order was ready but the driver hadn't shown up. I asked to cancel but they said they were unable to and said I had to do it throught the app but I wasn't given that option there.

They told me to wait 20 minutes and then I should get an option to cancel on the app but if not, I could contact them again. I waited and then the app updated to say the order was on the way and at this point I had already ordered and eaten from the Upton park branch. I called the restaurant who told me there was nothing they could do about it and so I had to contact just eat and thankfully I got refunded.

The people here wasted my time and the driver's time when all they had to do was not send the order off. I already said I didn't want it so why even hand the order over to a driver and who would even want an order that is a whole TWO HOURS late anyway. No one likes soggy waffle and melted ice cream. Next time just don't send...