Hotel Chocolat — Restaurant in Milton Keynes

Today I have decided to give Hotel Chocolat a review based on my recent experience with an order that went wrong and was never addressed. I made an order from Hotel Chocolat before Christmas for a Christmas present which came horribly soiled, the box it came in was completely wet and soaked, but it didn't seem like with water. Royal Mail had bagged it in a plastic bag due to its state.

I made a complaint the day I received it which was responded to after Christmas (which I understood) however, instead of dealing with my problem they made an excuse that I used the wrong name in the complaint form (I used my name rather than the name of the recipient of the gift) and therefore I needed to resubmit my complaint. This is despite I used the correct order number and showed dated pictures of the mess that was my present. They did assure me that they will take care in the future to make sure my order is not damaged (which is very little consolidation since I never plan to order from them again).

I resent the complaint as they asked, which the automated reply told me I would get a response within 72hrs. It has now been 4 days and no response, so I've come to the conclusion this order problem will not be resolved by Hotel Chocolat and so I am writing this review.

I just thought people should know that this is clearly a company who do not care one bit about...

I have not treated myself to a hot chocolate in a while and thought I would treat my daughter and we were massively disappointed. We placed our order and was told it would be brought over, no, we were told to collect it which would not be a problem had we not been told otherwise. We had to ask for the table to be wiped which was dirty, the seats were dirty and splashed, the toilet was dirty too. The hot chocolate was tepid at best and the topping smeared on the outside of the cup. There used to be a complimentary chocolate on the side but this is obviously discontinued. I felt totally ripped off and I will not be returning. I have photos but there doesn't seem to be an option to post them. One very disappointed...

Sat 21/10/23: Very busy in CMK today. Hotel Chocolat looks great.... Halloween goodies and Christmas gifts on display already. Visited the coffee shop for 2 X Classic Hot Chocolate with chocolate cream. Plus 2 X stunningly gorgeous milk chocolate enrobed shortbread biscuits (that's my Autumn treat sorted). SO glad I have my own Hotel Chocolat velvetiser at home, so I can treat the family on cold frosty evenings. Well done Angus (and teams), you are still doing a grand job!!!!

Previous review: Great shop. Great products. Super coffee shop inside and great ice creams. Recommend the latte with milk chocolate shortbread biscuit at the cafe Yum. Then there's the free samples in the shop and the...