written by pinkprincess693 on 06/12/2012
I have always rated Hotel Chocolat, but my recent experience with their customer service team exceeded all expectations I had.
I ordered some Christmas items from their website, which arrived within the allocated time - however - 3 of the boxes of chocolates were unfortunately damaged. Several chocolates were squashed in each one.
Picking up the phone (and not expecting to hear anything very pleasing) I decided to ring them. I was met with absolute professionalism by the man on the end of the phone who couldn't apologise enough for the situation.
He asked me which products were damaged and I told him, not only did say they would replace them straightaway, but he asked if I needed the items quickly. I explained I did as I have relatives visiting from the USA at the weekend and I won't see them before Christmas. His response? I'll get them sent out straightaway for you with fast delivery.
Bearing in mind I made this phone call at 5.30pm last night, I have just received the replacements by courier less than 24 hours later.
Outstanding.
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