I left this as feedback on the hotel chocolat website. They didn't allow it on their website which…read moresays all you need to know about them. I bring you to their '100% happiness guarantee'; it's a lie. I am now posting exactly the same review here, on my social media accounts, on my NHS work notice board (where I work), the library and other places. Policing people's reviews is the snakes that run this company.
Hi Hotel Chocolat,
It is upsetting to write this. After researching the velvetiser for a few weeks, and reading almost but almost wow'ing unreal reviews, I was thoroughly underwhelmed by mine.
The product is more of a phenomenal marketing exercise than a stand alone great product. Yes I know the vast number of reviews are ecstatic, but then againpeople are ecstatic about watching QVC all day long.
I really do not know what to say without sounding too rude, but it simply is not very good at what is meant to be very good at. The drink product is neither frothy or luxurious (a word your website is rampant with), and nowhere near decadent. My first warning bell was the use of the term barista grade. This means nothing. I have tried many hot chocolates around the world, the barista grade ones are usually the worst, average at best. The ones made by grannies in a lovely apron, just before bed, are the best.
I am sure Hotel Chocolat has a firm fan base (we should note here so do the Kardashians) and loyal staff so I do not wish to provoke any hostile emotions from my email.
I really don't want to, but I wish to return my order. It is an absolute shame. I was absolutely, thoroughly looking forward to the best hot chocolate I had ever tried. That's what you implicitly promised. To me, the product your machine produces is not that, nowhere near that.
I have been a hot chocolate drinker ALL my life. As a grown male, I have NEVER tried a cup of tea or coffee. I drank hot chocolate when no one drank hot chocolate. The only other thing I drink is Horlicks (another grandma favourite).
Now I want to come onto something which expands on the lack of ethicality. I wrote to the company asking how to return my package. This was their reply:
"Thank you for contacting Hotel Chocolat.
You have up to 28 days to return your unwanted items as long as you obtain proof of purchase and they are unopened/unused.
Please let me know if I can assist you with anything else.
Kind regards,
Customer Happiness Team"
I have deleted the name of the customer service responder. Naturally I asked them, I am not allowed to open the box at all, let alone try it? How am I meant to know if it is what I want? It's not cheap for what it is after all. But that's how they trap you, and trap you is what they want to do.
The website goes on about 100% happiness guarantee. But there are no specifics. This is an intentional, unethical, omission. There is no time period for returns, there is no method for returns, there is nothing. This is what it says:
'All of your purchases are covered by our No Excuses Guarantee so if you're not 100% happy with our products or we miss an important delivery date, we guarantee that we'll immediately put it right for you - refunding, replacing or issuing you with a Gift Card as appropriate. In addition, we guarantee to make good any mistakes with honesty and a positive solution that works for you. We never want you to lose faith in Hotel Chocolat and will always go the extra mile so you know how important your custom is to us.'
I have to say this is puffed up nonsense, in the true to form hotel chocolat way. They do not care about your happiness, nor putting things right. They only care about keeping your money. They are thieves in this regard. They make promises before sales they cannot keep after sales. Many will say this is true about all companies, but I would disagree. Many companies are trying their best to make a shift to more important customer services and management. This is what makes it more shameful that hotel chocolat promises the same but delivers the absolute opposite. A bit like their product.
For example over Christmas the vast majority of stores allow extended returns and refunds. Refunds made to the gift recipient. For money. Hotel chocolat? Oh no. They don't do that. If you have received a gift, you can get a gift voucher for hotel chocolat. So that's basically £100 of gift vouchers (for a unwanted velvetiser) to spend in their shop. Where's that clearly stated in the 100% happiness guarantee? It isn't.
Mine was a gift from my uncle. Luckily he can return it, but you should all be aware of that. And the company, if they were indeed ethical as they insist, would make sure you were aware of that.
A two faced company? Definitely. Thieves? Given the less than mediocre product, absolutely. Here to help you? Not in the least.
I just hope no one squanders their money, be promised 100% happy, and really get nothing.
read the negative reviews, they are real.
