Hotel Chocolat Delivery Problems

Chester85

I ordered a set of Hotel Chocolat slabs for a neighbours 60th and paid for the Gold Delivery to come on Thursday morning.

Got the email to say delivery had been confirmed and returned home and got a call for the neighbour saying thank you for the chocolates but when they opened the package they've been smashed to pieces and were almost like crumbs!

Rang HC the next morning and explained the situation and they said they were very sorry and that to keep the smashed chocolates as compensation and they'd send out a new delivery but it would be Monday as they don't do weekends.

Alas, phone call from the neighbour again to say the chocolate is smashed to pieces and you know how thick these HC slabs are so they must be getting hammered in the delivery depot (Interlink delivered)

Not sure how to approach HC as they've already replaced the original. Am I entitled to a refund if they've already replaced and allowed me to keep the smashed chocolates?

muddy

Think you should contact them again as they need to know this was not a one of smashing incident but that their delivery people are not taking enough care!

They do claim they want you to be 100% satisfied. What have you got to lose? The chocs are VERY expensive!

becs

I know Hotel Chocolat are extremely up on customer service and go to extraordinary lengths to ensure they don't disappoint, so I would definately let them know. If nothing else it's identifying a problem they have with the delivery techniques! You've got absoloutely nothing to lose and I'm quite sure they wuld rather know of these issues.

Ste_C

Do they taste differently if they're broken?

williham

looks like you're gonna have a lot of free, broken chocolate

smidgey

I am extremely impressed by the customer service from Hotel Chocolat.

I ordered £200 worth of chocolate for various christmas presents last week, they arrived and one of the items was broken. They sent a replacement within days and advised me to keep the broken one to enjoy for myself. They said alot of the Jolly Santas are arriving broken so are considering putting them in a box!

Today they have delighted again. I called to say I wasn't impressed with the "Sparkling Stars" collections in my order (I have three of them) and after purchasing a chocolate slab from the Manchester store I think they would be a better present. I didn't want to faff about by sending the chocolates back via post so asked if I could take them back to the Mancheste store.

She checked with a supervisor and they checked my order and said "you can't return this, it's £200 of chocolate we won't be able to sell" Anyway I told her I didn't want to return the entire order but just the three sparkling stars.

She popped me on hold again and she advised they will send the three slabs out to me. I said okay, what do I do with the other three boxes? She simply asked that they are given to charity with regards from Hotel Chocolat. :T

Chester85

Ste_C wrote: »

Do they taste differently if they're broken?

Well, they were in the a special shape and a gift so that wasn't the point

HC sent another batch out which arrived broken and this was followed by another batch which was slightly less broken, a free box of slabs and a box of HC Special Selection which was rather nice of them

I also have a free gold delivery code so can't argue with them!