The Urban Chocolatier — Restaurant in London

Zero stars if I could. MOUDLY FOOD, poor service, got orders wrong. This place should be shut down and staff given FOOD SAETY hygiene training before being allowed to reopen. Absolute failure of quality control. And this was just a takeaway order.

Having visited their Walthamstow branch a few weeks ago, my family had a craving for desserts and so I thought I’d visit our local Ilford branch. Unbeknown to me I was being served at the counter by the manager. Whilst serving me a few of his friends turned up and his attention to my order seemed to lapse.

I showed him the items I wanted and yet he still repeated the order back incorrectly twice.

I ordered a chocolate fudge cake with custard, a Banana waffle with white chocolate and chocolate dip with strawberries. A queue had formed as I was trying to order. But instead of serving the next customer behind me the manager left the till unattended to speak to his friends. I felt really bad for the family who were standing waiting to be served. A few moments later the manager realised people were waiting and dealt with them.

When my food eventually arrived I couldn’t see the strawberries noted on the receipt. So I asked the manager if the strawberries had been provided. He said he had not charged me for the strawberries and that there would be an additional charge of £1.50 for a tub of strawberries. I paid the money and drove home (I live about 3 miles away).

When I got home I opened one of the boxes and it had strawberries in there, so they had charged me twice for this item and I had ended up with an extra portion in a tub. I also noticed that the custard was missing, but I had two ice cream tubs instead.

I called the store and spoke to the manager. He apologised and said there was a miscommunication about the strawberries. I then asked why there was no custard. He said that he had given the ice cream instead. It’s not that they didn’t have any custard (in which case they should have told me) but they just decided to change the order. The manager offered to send me a new order but I said that the family had already started eating. He took my number and said he would call me in a few days to send a new order. But that is not the worst of it….

As my daughter was chomping away on her strawberries with chocolate dip, she said the strawberries don’t taste right. My wife checked and THERE WAS MOULD OVER THEM!!!!😡

I immediately phoned the manager again and asked if we can FaceTime so that I can show him the quality of the food he is serving. He wasn’t ready to do that but said he would refund my money or send a new order (like I would order more mouldy food cos it’s free…no). I told him that I will be putting up a review here as he shouldn’t be serving gone off food!!!

I drove back to the restaurant with the items. The manager took one look and immediately apologised and refunded my money in cash even though I had paid by card (which I find a bit strange). I told him that as the manager, the buck stops with him. He is responsible for the quality control and how did he allow this to happen. How do I know my daughter won’t get sick by tomorrow after eating mouldy food? I could have really made a scene but I said my bit, got my refund and left. Just an awful experience.

Unless you want a day off sick - avoid. Pic and...

Urban Chocolatier Review

If your looking for a late night treat, Urban Chocolatier is just the place to go. They currently operate five stores, with four in London and only one in Bradford. The branch in Ilford is very popular and is usually open till late.

Having visited a few different branches, we’ve had the opportunity to try various treats from the many options they offer on the menu.

The vibes and atmosphere at the busy stores are great. The customer service is usually good, depending on which location you choose. The theme of the stores is modern contemporary with lots of black and purple as the main colours.

We have tried the following:

Piece of Cake Freakshake - This is a chocolate milkshake served with rich chocolate fudge cake placed above the jar. Ideal for those wanting a high calorie binge!

Chocolate Profiteroles - Six soft profiteroles filled with fresh cream topped with a generous coating of milk chocolate and cream, served with vanilla ice cream. These were nice & tasty and finished in no time as they were so mouthwatering.

Brownie Sizzler - Warm and gooey brownie are served under an avalanche of soft vanilla ice cream & sizzling chocolate fudge sauce. The brownie was deliciously hot and sizzling away. However, it has to be eaten quickly as the ice cream melts and becomes all gooey.

Waffles - These are served with a portion of soft vanilla ice cream and are reasonable.

Some of the treats are a little pricey, but most of them are definitely worth it.

Overall, we are fond of Urban Chocolatier, and would definitely visit again. Our...

This might be a long review, it's more of a review based off the customer service from this specific branch.

I ordered from them online through deliveroo (before anyone says this is deliveroos responsibility listen first)

I ordered a Mojito, and two cookie doughs. The CD come with ice cream/whipped cream, we also ordered a custard on the side

As soon as the driver handed me the bag I felt something leaking. Before I could even react the bag caved in on itself and all of the items dropped out the bottom of the bag. The drink soaked into the carpet becoming immediately sticky, the ice cream and custard also.

So naturally I think it's because the driver didn't do his job properly, but no, that wasn't it. This restaurant has a responsibility to package the customers food adequately, but instead lids weren't shut, boxes were half open, (and yes I know the driver might have factored into this via his driving style) but that being said why did the restaurant not take EXTRA measures to double bag? To wrap the drink more vigorously? It's because they couldn't be bothered.

The customer service from this restaurant which I've been to for more than 10 years has dipped significantly and is pathetic whether eating indoors or ordering online. I called in and the manager says "sorry you'll have to speak to deliveroo". Never seeing me again. Despicable and...