I was desperate for that minute gift, so after work I legged it to Hotel Chocolat in Victoria Street. Just as I was about to rush in and pick up a slab of Rocky Road they slammed the door on me despite seeing me from the shop window. I knew I wasn't late but just to be sure I checked the time with a shop next door. I then returned to see if they would see fairness. They could have even openned the door and directed me to their Charing Cross branch which is open until 7.30 and is less than 30 minutes away by bus or taxi. This was a real disappointment in customer service, I have raised my complaint with their HQ and I am still waiting for a phone call back!

I have shared an upsetting experience of bad customer service as I feel that it sums up what I have experienced before which is a general lack of a warm welcome. This is an area that the company must improve upon as it is in contrast to what the chocolate conveys.

What I can't fault about Hotel Chocolat is the variety and quality of the Chocolate. The array of chocolate is outstanding, very easy to explore and I could stand for hours deciding which to go for. The look, smell and feel of the chocolat is warm and vibrant and always puts a smile on the face of a loved one. The chocolate melts in the mouth and always gives a sense of joy. This all comes at a very reasonable price!

For me, the joy of the chocolate can be outweighed by the treatment of the customer and therefore I do rate the overall buying experience very poorly!