Rococo Chocolates Reviews 1.045

I bought some chocolates to try and placed a small order seven days ago. The delay in shipping was significant enough that I had to contact you myself to find out what was happening.

When I emailed today, all I received in return was a tracking number showing today's date, with no apology, no explanation for the delay, and no acknowledgement that there had been a problem.

I have not even tried your chocolates yet, but first impressions matter. If this is how you operate, it will likely be my last order.

A product is not just the item being sold. It is also the customer service, communication, and attention given to the people who support your business. Whether an order is large or small should make no difference.

The delayed shipping was disappointing, but the complete lack of explanation or apology was worse.

Good luck in the future. I think you may need it.

Valentine chocolates were delivered 7 months late and mouldy. Maya's response was Royal Mail said they had delivered on time even though this was plainly not the case. When pushed (really just due to the incredibly poor service) Maya stated that the could not assist further due to GDPR but said she had contacted the sender. The sender became known to me via a difference source and Maya had not contacted them as claimed. I did ultimately get an apology but shockingly poor customer service before that.

I am extremely disappointed with my experience. I placed an order for delivery to EU, which was due on 16th March. During this time, the company became uncontactable due to entering administration. Their email system was not functioning, and as a result, the necessary documentation was not completed or addressed in a timely manner.

I was later informed by DHL that delivery could not proceed because the contents of the parcel were not properly declared and that I should find myself another courier to deliver the goods. Following a lengthy communication with Rococo customer service and DHL, I was then asked to complete a declaration through the local tax system—something which would have been impossible for me as I am not a taxpayer there and do not have access to those systems. This requirement was never made clear at the time of purchase.

Due to the lack of support and the inability to resolve the issue, I was forced to request that the parcel be returned. Although I have now received a refund for the cost of the goods, the company has withheld the shipping and associated charges despite the fact that delivery was never completed. In my view, this is not justified.

When I raised this as a formal complaint and requested escalation through their complaints procedure, the company ceased responding altogether. Overall, this has been a highly frustrating experience, marked by poor communication, lack of transparency, and failure to deliver the service paid for. I would strongly advise others to exercise caution when ordering from this company now owned by artisan du chocolat.

This independent chocolatier make great tasting exceptional chocolate's, the pistachio bar is particularly nice and made up part of a selection for a wonderful gift

We ordered chocolates for our daughter and she loved them!

Super service but expensive so sort of expected to be super

Not too happy since my Easter order, placed 2 weeks in advance, was sent late after getting 'delayed internally' and will arrive after the holiday. The customer service team rectified, but it also took 2 emails for me to get a response. You might want to review your processes.

Items were well-packaged in a suitably-sized box. The contents were all intact upon opening. Would definitely order again.

Unfortunately the peppermint chocolate is not for me
I love a good strong peppermint flavour but with this one I could only get the bitter taste of dark chocolate no peppermint flavour at all
Really a shame
But the package is 10 out of 10

The chocolate was delivered properly and promptly.

Excellent products, exemplary customer service in resolving the problems that I ALWAYS encounter when ordering from Rococo online.

High quality chocolates! lot's of tasty choices

Had a box of Rococo chocolates given to me as a present. They tasted stale. Ridiculously overpriced. I would never buy chocolates from this company.

Nadeem and team at Marylebone are very customer focused. Manufacturing could do better in making sure there are fresh Mint Creams at the store in the morning, but it's a small point.

Unfortunately one of my items was out of stock. It was refunded immediately; however I would have actually liked the option to choose something else as it was a gift.

I have been buying chocolate from Rococo for 25 years, but I now live outside of London so I have to use the website. Being familiar with the sizes, I was recently caught out by a photo of the large packet, when the listed weight was the smaller packet. The moral of the story is to double check the weight and don't rely on the photo.

always the best violet creams

The whole family love them .

The dark chocolate mint creams were a gift for a friend who usually has Benedict’s. He enjoyed the chocolates. However, I was offered one to try and although the chocolate was a better quality, with a “snap” when biting into it, I thought the mint flavour quite mild in comparison to Benedict’s.