XO Chocolate — Restaurant in London

• DO NOT ORDER FOR DELIVERY! *

Ordered twice now, once in October and once in November. Serious issues with deliveries on both occasions, both not initially shipped out despite paying for premium next day delivery. After the first time, I gave XO the benefit of the doubt.

The second time ordering is what has made me write this. I ordered on the 13th with 2-3 days delivery hoping to get the chocolates for the 19th and it's still not been dispatched 10 days later. I've tried countless times to reach out for support but there has been no communication apart from one email saying that it'll be looked into ASAP. It's a shame because I was planning on buying more as Christmas gifts, but the unreliable nature of their shipping coupled with their appalling customer service of late means I will categorically not be wasting my time again. It's a p*sstake in all honesty.

Strongly advise against anybody ordering in time for Christmas. 25/11 Update - Still nothing received. No communication. It's appalling. 28/11 Update - asked for and eventually received a full refund. I had the notification the refund has been issued through Shop, nothing from XO New update 24/05/2024 (order #1520) - I thought given the quality of chocolates I'd give it one last try to order again after some time, hoping it was just a transitional problem with the business last year and given I had an important event I wanted to go equipped with them. Low and behold they have not arrived after ordering them on the 8th of May. Whatever you do, DO NOT order for delivery as you'll miss the occasion you buy them for. If I lived local it may be different as you can just go in but they need to just put a hold on delivery full stop,...

I am deeply disappointed by the service I received from the XO store, owned by Robert. As a loyal customer of three years, I expected better from this establishment, but unfortunately, my recent experience has been nothing short of a nightmare.

Firstly, the poor customer service I received from Robert was simply unacceptable. He was unresponsive to my questions and concerns, leaving me feeling frustrated and ignored. His attitude was rude and dismissive, showing a complete lack of professionalism and basic human decency.

To make matters worse, when I ordered a box of BonBons for a special occasion, the delivery was delayed by a whopping nine days! This meant that the chocolates were no longer suitable for the event, which was extremely disappointing. I promptly filed a complaint with Robert's customer service team, but to my dismay, I received no response. Even after following up with an email requesting a refund, there was still no response from the store.

It is utterly appalling that Robert took my money and failed to deliver the goods or provide a satisfactory resolution to my complaint. As a result, I have lost all faith in this establishment and will never return as a customer again. I urge anyone thinking of doing business with the XO store to think twice before handing over their hard-earned money to an owner who shows such disregard for...

Chocolates look stunning and come beautifully packaged with exceptionally high quality trimmings - clearly a lot of thought and care. Lovely gift from local independent - I'm already thinking who deserves a box over the next couple of months. The salted caramel was my favourite, the smoked one is the only one I would avoid in future. Service very attentive. Several people came in for coffee while I was choosing chocolates, so I assume it's good - especially as they could have gone to the open cafe next door. Someone here has highly rated the pastries so I will try these next time. They told me they are working on their website to include descriptions of their chocolate flavours. This sort of standard and creativity is unusual for the area so give them a try and be loyal if you like what they do - people always say they want to see more of this sort of thing instead of empty units of high street chains. I hope...