Wir haben heute den Shop am Marienplatz besucht, um uns 2 x Eiscreme zu gönnen. Ich muss dazu sagen, dass wir, was Eis betrifft, recht verwöhnt sind, da in unserer Nähe ein Patagon Eissalon ist. Es... Toon meer
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Lees wat reviewers zeggen
Prese due uova di Pasqua la cui reclame recitava 'sorpresa pantone', peccato che entrambe le uova fossero vuote. Aegnalato l'accaduto alla ditta inviando foto del prodotto e anche un video, mi sono se... Toon meer
Bedrijf heeft geantwoord
Comprare una gift card da Venchi è stata una decisione terribile. Store che dicono non si possa usare sulla caffetteria, store che dicono si debba utilizzare a esaurimento una volta sola ecc. Utili... Toon meer
Bedrijf heeft geantwoord
Da bestimmte Venchi-Pralinen, die zu unseren Lieblingssorten gehören, schwer zu bekommen sind, haben wir sie bei Venchi in Italien bestellt. Die Sendung kam durch die Schuld des Lieferdienstes UPS be... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Geschreven door het bedrijf
Cioccolato e Gelato dal 1878 per portare il gusto dell'Allegria italiana in tutto il mondo! Il cioccolato è la nostra passione. Venchi infatti da sempre declina la bellezza del cioccolato in tutte le forme possibili interpretandone la bontà nella sua completezza. Nelle nostre Cioccogelaterie e nel nostro shop online, chiunque può immergersi in un’esperienza sensoriale nel mondo del cioccolato a 360 gradi: semplici momenti di piacere da gustare in ogni forma: cioccolatini, praline, crema spalmabile Suprema, tavolette, cioccolata calda e gelato.
Contactgegevens
Via Venchi 1, 12040, Castelletto Stura, Italië
- customercare@venchi.com
- www.venchi.com
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Heeft 91% van zijn negatieve reviews beantwoord
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EIs vom Venchi-Marienplatlz
Wir haben heute den Shop am Marienplatz besucht, um uns 2 x Eiscreme zu gönnen. Ich muss dazu sagen, dass wir, was Eis betrifft, recht verwöhnt sind, da in unserer Nähe ein Patagon Eissalon ist.
Es waren ca. 10 Personen vor uns und wir haben ca 20 min. gewartet, bis wir an der Reihe waren. In dieser Zeit konnten wir beobachten, dass die Mitarbeiter recht unkoordiniert gearbeitet haben. 4 Mitarbeiter hinter dem Tresen, 1 an der Kasse, 1 hat die überwiegend leeren Boxen aufgefüllt, 1 hat Eiskaffee o.ä. zubereitet und eine große Eispackung fertig gemacht und einer hat die Kunden bedient. Generell sollte bei Geschäftsöffnung die Eisbar aufgefüllt werden - Mise en Place! Dann wird das Eis mit dem Löffel geschöpft anstelle mit einer Kugelzange. Das Löffeln dauert bei dem Andrang einfach viel zu lange. Als wir gingen, mit unserer „kleinen Portion“ und 9,60 leichter warteten ca 35-40 Personen! Man wartet ja gerne, wenn man sieht, dass es voran geht. Vom Eis an sich waren wir enttäuscht, für den Betrag eine recht übersichtliche Portion und geschmacklich kommt es m.E. Nicht an das Patagon-Eis heran. Bei Patagon kosten 2 wirklich ordentliche Kugeln 4,80 und sind geschmacklich topp!
10 mei 2026
Review zonder uitnodiging
Comprare una gift card da Venchi è…
Comprare una gift card da Venchi è stata una decisione terribile. Store che dicono non si possa usare sulla caffetteria, store che dicono si debba utilizzare a esaurimento una volta sola ecc. Utilizzarla è un incubo.
Da 25 euro di gift card ne sono rimasti 9, ma utilizzarli è stata ogni volta un’impresa.
Aggiungo che il personale in forza allo store di Milano Garibaldi si rivolge ai clienti come fossero bambini che non capiscono le regole, con un’aria di superiorità ben poco professionale (esperienza delle ore 8.10 del 27.04.2026.
Sconsigliato assolutamente
27 april 2026
Review zonder uitnodiging
Antwoord van Venchi
Gentile Matteo,
Ci dispiace sinceramente per quanto accaduto e per l’esperienza negativa che ci descrive.
Le gift card Venchi sono pensate per offrire un’esperienza semplice e piacevole, pertanto ci rammarica sapere che abbia riscontrato difficoltà nel loro utilizzo e ricevuto informazioni non coerenti, oltre a un servizio che non ha soddisfatto le sue aspettative.
Vorremmo approfondire quanto segnalato, sia in merito alla gestione della gift card sia riguardo alla sua esperienza presso la nostra Cioccogelateria di Milano Garibaldi.
La invitiamo quindi a contattarci direttamente al nostro indirizzo e-mail customercare@venchi.com, così da poter analizzare nel dettaglio l’accaduto e fornirle il supporto necessario.
Cordiali saluti,
Il Team di Venchi
Mislabeled products and a customer service process that exists to close complaints, not resolve them
I ordered from Venchi via Deliveroo and received products that did not match what was shown in the app. The Deliveroo listings have no descriptions, only photos and several items that arrived were not what the images indicated.
The most clear-cut case: a product listed simply as "nocciolato" turned out to be a chocolate bar with hazelnut pieces. Nocciolato is a chocolate with soft texture that has hazelnut paste in it incorporated into the chocolate itself, which was not what I received. I submitted screenshots of the listing and the package both. These are not the same product, and the mislabeling is on Venchi's end.
After leaving a bad review, Venchi's customer service reached out to me. They contacted me two weeks after the order asking for photos of perishable items, waited another two weeks to respond, and then told me the claim was closed due to insufficient evidence, despite having submitted exactly what they asked for. Their closing email also defended the nocciolato listing specifically, claiming it was accurately described.
The conclusion I've reached is that the outreach was not intended to resolve anything. It was a response to a negative review, designed to appear responsive long enough for the complaint to go away and ideally, for the review to be removed. It wasn't. Neither will this one be. This outreach not only wasted my time but also left an even worse impression on me about the brand.
As for the chocolate itself: the hazelnut bar (supposedly the "nocciolato") had a rough, uneven texture similar to a hairy feeling which is consistent with poor tempering or staleness. This was an Easter special, supposedly produced fresh for Easter. For a brand at this price point, that is not acceptable regardless of everything else.
20 april 2026
Review zonder uitnodiging
Excellent service and products
Venchi has exellent dark chocolate products, whitch I love and their customer service really helpfull and speedy to answer
16 april 2026
Review zonder uitnodiging
Antwoord van Venchi
Dear Ilkka,
Thank you for sharing your experience.
We are delighted to hear that you enjoy our dark chocolate products and that you found our customer service helpful and responsive.
Your feedback means a lot to us and motivates us to keep improving!
Best regards,
The Venchi Team
Visited venchi at Gatwick airport
Visited venchi at Gatwick airport, never been before, met Alfie lovely kid, very friendly helped me spend too much money , loved his job and he loved his chocolate gave the best recommendations
15 april 2026
Review zonder uitnodiging
Antwoord van Venchi
Dear Tamsin,
Thank you so much for your lovely review!
We’re thrilled to hear that your visit to Venchi at Gatwick Airport was such a positive experience and that Alfie made it even more special with his friendly attitude, passion, and recommendations.
We’ll be delighted to share your kind words with Alfie and the team.
We hope to see you again soon for more chocolate!
Best regards,
The Venchi team
Uova senza sorprese
Prese due uova di Pasqua la cui reclame recitava 'sorpresa pantone', peccato che entrambe le uova fossero vuote. Aegnalato l'accaduto alla ditta inviando foto del prodotto e anche un video, mi sono sentito rispondere 'la preghiamo di mandarci foto e data acquisto'. Ho replicato dicendo che non leggono bene le mail oltre a non controllare le uova (controllo di qualità, questo sconosciuto...) e mi hanno nuovamente risposto chiedendo foto e scontrino. Si sono però ripresi gestendo il reclamo in modo rapido e onesto.
2 april 2026
Review zonder uitnodiging
Antwoord van Venchi
Gentile Gianluca,
La ringraziamo per la recensione e ci dispiace per l’esperienza iniziale che ha riscontrato.
La sua segnalazione è stata presa in carico e condivisa con i nostri team interni, così da poter effettuare tutte le verifiche necessarie e continuare a garantire gli standard qualitativi che ci contraddistinguono.
Il suo feedback è per noi molto importante e ci aiuta a migliorare continuamente.
Cordiali saluti,
Il Team di Venchi
Caroline was amazing
I rarely write reviews but after my latest experience though I would, Having visit this store on a number of occasions this year at the Gatwick airport shop, I’ve had a mixed experiences. The first visit lived up to expectations, the chocolate is very over priced and was about to leave before being approached by an employee named Caroline, not only was she highly professional but her enthusiasm and clear passion for her role enticed me to spend a small fortune,I assume she was the store manager or a very senior position based on her sales and product knowledge, sadly my next visit didn’t repay itself, the same lady was not there instead I spoke with an Italian man that I would have assumed was on his first day, he didn’t seem to know anything about the products in the store or what he was doing and had the personality suited to an undertaker not a customer facing retail store, I was even shocked when another staff member pointed out her was the manager!!. Listen to your customers Venchi!!! Get the young lady I dealt with to give him some proper training or you’re going to lose business!
6 februari 2026
Review zonder uitnodiging
Antwoord van Venchi
Dear Brian,
thank you for taking the time to share your detailed feedback with us. We are truly pleased to hear that Caroline made such a positive impact during your visit, our Sales Assistants work hard to offer an excellent experience, and we will be sure to share your kind words with her.
We are, however, sorry to learn that your following visit did not reflect the same level of service. The quality of the customer experience and the professionalism of our staff are extremely important to us, and we take your comments very seriously. We will follow up internally to ensure the proper standards of product knowledge, service and hospitality are consistently met by all team members in our Gatwick store.
If you wish to share any additional details about your experience, we kindly invite you to contact our Customer Care at customercare@venchi.com so we can look into the matter more thoroughly.
Thank you again for your feedback and for choosing Venchi.
We hope to welcome you back soon and offer you an experience fully aligned with our standards of excellence.
Best wishes,
Venchi Team
great service
I had some questions about venchi products. The customer care was always ready to help and explain where the problem was.
I admit the prices are quite high, but it does guarantee that the product will come as it should, and not melted or broken.
Also, I got the choice of refund or new product for a scratched box.
To sum up - I will continue to be their customer.
2 maart 2026
Review zonder uitnodiging
Antwoord van Venchi
Dear Denisa G,
thank you very much for sharing your positive experience with us. We are truly delighted to hear that our Customer Care team was able to support you and provide clear explanations regarding your questions.
Your satisfaction is our number‑one priority, and knowing that our team assisted you promptly and professionally means a lot to us.
Receiving such positive feedback makes us as happy as sharing our passion for chocolate with our customers. We will be sure to forward your message to our team, who will be thrilled to read your kind words.
Thank you again for your trust and for choosing us. We truly appreciate your loyalty and look forward to continuing to serve you in the future.
Best Regards,
Venchi Team
The taste is very ordinary
The taste is very ordinary, but nice packages. You pay for just beautiful packaging
5 maart 2026
Review zonder uitnodiging
Antwoord van Venchi
Dear Customer,
thank you for sharing your experience with us.
The quality of our products and of the raw ingredients that go into them is vital to us, so we are sorry that this was not properly conveyed during your recent experience.
In order to offer exceptional products without compromising on flavour, we use premium‑quality raw ingredients that are subject to thorough checks. Moreover, we do not use artificial flavourings or added salt, which are often used in other confectionery products.
The absence of such additives helps ensure that our creations remain light, delicate and, most importantly, natural.
Thank you for choosing us; we truly appreciate your feedback and hope you will give our products another chance in the future.
Best regards,
Venchi Team
Prodotto deteriorato
Dovreste prestare maggiore attenzione alla conservazione del prodotto.
2 februari 2026
Review zonder uitnodiging
Antwoord van Venchi
Gentile Cliente,
La ringraziamo per aver condiviso con noi il suo feedback.
Ci scusiamo sinceramente se i nostri prodotti non sono stati all'altezza delle sue aspettative e per l'esperienza negativa che ha vissuto.
Ci piacerebbe approfondire la sua segnalazione per capire cosa sia successo e offrirle una soluzione adeguata.
La invitiamo gentilmente a contattarci all’indirizzo customercare@venchi.com, fornendo maggiori informazioni sulla problematica riscontrata, così da poterla assistere al meglio.
Cordiali saluti,
Team Venchi
Avoid
Received my order with 2 items missing, which is already disappointing.
The chocoviar 75% tasted like the chocolate was too old.
Very expensive and you get a taste that is not worth it.
23 februari 2026
Review zonder uitnodiging
Antwoord van Venchi
Dear Jessica Giacometti,
Thank you for taking the time to share your feedback with us.
We are truly sorry for the inconvenience you experienced with your order and for the disappointment regarding the chocolates you purchased.
The quality of our products is always our top priority, and we work every day to ensure that every customer enjoys an excellent tasting experience.
We hope that the assistance you received from our Customer Care team met your expectations and that the solution provided was satisfactory. Your feedback is extremely valuable to us, as it helps us improve continuously.
Should you need any further support, our team remains at your full disposal.
Best regards,
Venchi Team
Ho comprato la scatola a forma di…
Ho comprato la scatola a forma di libro,arrivata a casa ed aperta la confezione ho scoperto che i cioccolatini all'interno sono tutti ovetti,quindi completamente diversi dalla quella che era per esposizione
15 februari 2026
Review zonder uitnodiging
Antwoord van Venchi
Gentile Angela Sciascia,
la ringraziamo per aver scelto Venchi e per aver condiviso la sua esperienza con noi.
Siamo davvero dispiaciuti per quanto accaduto e ci piacerebbe approfondire il problema riscontrato per capire cosa sia successo e offrirle una soluzione nel più breve tempo possibile.
La invitiamo gentilmente a contattarci all’indirizzo customercare@venchi.com, fornendo maggiori informazioni su quanto accaduto, così da poterla assistere al meglio.
Il suo feedback è prezioso per aiutarci a migliorare sempre di più.
Cordiali saluti,
Team Venchi
A tasty pre-flight treat!
We were pleasantly surprised to see that Venchi had opened at Gatwick's North Terminal. It is a favourite of ours when visiting London. Even though it was 8am, we popped in to say hello and was greeted by an extremely friendly young chap (we think his name was Leo). He was very knowledgeable and talked us through the range, even giving us samples (it's never too early for chocolate!). We'll definitely be visiting next time we're at the airport.
2 februari 2026
Review zonder uitnodiging
Antwoord van Venchi
Hi Billy And Chez ,
We would like to thank you very much for your positive feedback about your pleasant experience and the friendliness of our staff: we will forward your comments to our sales assistants right away. We are very proud of our team and are delighted to know that they helped make your experience a pleasant one. Your satisfaction is our number-one priority and we will do our best to keep providing excellent service.
We really look forward to welcoming you back to our store and delivering an even greater experience.
Best wishes,
Venchi Team
Cortesia e attenzione: un servizio davvero impeccabile
Essendo una fruitrice abituale delle loro novità, navigando sull'e-commerce, mi sono imbattuta in un articolo che ha da subito catturato la mia attenzione. Non riuscendo a reperirlo presso i rivenditori di mia conoscenza, ho deciso di contattare il servizio clienti tramite il form presente sul sito, sperando che potessero indicarmi un rivenditore vicino senza dover necessariamente ricorrere ai servizi di spedizione online.
Nonostante la particolarità della richiesta, il personale si è prontamente attivato per fornirmi gli indirizzi dei rivenditori in cui avrei potuto trovare l’articolo. Ebbene, seguendo le indicazioni ricevute e dopo aver effettuato un paio di telefonate, sono finalmente riuscita ad ottenere quanto cercato!
È stato davvero apprezzabile riscontrare professionalità, cortesia ed efficienza nel breve scambio di email. La qualità dei prodotti è ben nota (e mai scontata), ma l’aspetto umano fa davvero la differenza, soprattutto per un’azienda con un pubblico così ampio. Ringrazio di cuore chiunque si sia preso la briga di aiutarmi nella ricerca: quel piccolo gesto ha davvero “addolcito” la mia giornata!
5 februari 2026
Review zonder uitnodiging
Antwoord van Venchi
Buongiorno Anna A,
La ringraziamo sinceramente per aver condiviso la sua esperienza. Siamo davvero felici di sapere che ha apprezzato la cortesia e l’attenzione del nostro team e che il supporto ricevuto le sia stato utile nella sua ricerca.
È sempre un piacere leggere feedback così positivi: ci ricordano quanto l’aspetto umano sia fondamentale nel rapporto con i nostri clienti e ci motivano a continuare a offrire un servizio attento e di qualità.
Grazie ancora per il tempo che ci ha dedicato. Restiamo a sua disposizione per qualsiasi necessità futura.
Cordialmente,
Team Venchi
Ottima qualità ma spedizione disastrosa
Qualità del panettone ottima, ma l'esperienza d'acquisto è stata rovinata dal corriere. L'imballaggio non è stato sufficiente a proteggere il contenuto: il pacco è arrivato distrutto e le latte dei panettoni sono tutte ammaccate. Suggerirei di migliorare la protezione interna per evitare che prodotti così pregiati arrivino in queste condizioni.
16 december 2025
Review zonder uitnodiging
Antwoord van Venchi
Gentile Paolo,
La ringraziamo sinceramente per aver condiviso il suo feedback.
Siamo felici di sapere che abbia apprezzato la qualità del nostro panettone, ma ci dispiace molto per le condizioni in cui ha ricevuto il pacco. La sua segnalazione è per noi estremamente preziosa e verrà prontamente inoltrata al dipartimento competente, così da poter migliorare ulteriormente i nostri standard di servizio.
Ci farebbe inoltre molto piacere comprendere meglio quanto accaduto. La invitiamo a contattarci all’indirizzo customercare@venchi.com, fornendoci una descrizione più dettagliata del problema riscontrato e, se possibile, alcune foto del pacco e dei prodotti danneggiati. Questo ci aiuterà a verificare l’accaduto e a supportarla al meglio.
Rimaniamo a sua completa disposizione.
Cordialmente,
Team Venchi
Too sweet, not as per description
I bought my chocolate from venchi uk online shop. I ordered a mystery box that on a picture looked like a varied mix of chocolate bonbons. This is not what i received. The "pearls" that I got are extremely sweet, not like their usual chocolates. Said that, I haven't read a description as to not spoil my own surprise, and that was my mistake.
28 januari 2026
Review zonder uitnodiging
Antwoord van Venchi
Dear Kathy S,
Thank you for taking the time to share your feedback with us.
At Venchi, we are deeply committed to offering products that reflect our passion for quality and flavour, and we are truly sorry to hear that the selection you received did not match your personal taste on this occasion.
We would like to clarify that, as stated on the product page, the image shown for the Mystery Selection is intended for illustrative purposes only and does not depict the exact products included.
To preserve the joy of discovery, the selection may vary, and the exact items are not listed. Instead, the description provides a general overview of the types of chocolates and flavour profiles that might be featured at that time.
We invite our customers to explore the product description to get a sense of the flavour profiles featured in that edition of the Mystery Selection, while still preserving the pleasure of the surprise.
We truly hope you will give us another opportunity to delight you with flavours that better suit your preferences in the future. Your feedback is invaluable and helps us continually improve the experience we offer.
Best regards,
Venchi Team
Nel giugno 2024 ho viaggiato in Italia…
Nel giugno 2024 ho viaggiato in Italia e ho avuto il grande piacere di visitare le boutique Venchi in tutte le città in cui sono stata: Roma, Venezia, Milano e molte altre. Praticamente ogni città che ho visitato aveva un negozio Venchi.
I prodotti sono eccezionali: cioccolato e gelato di altissima qualità, con gusti meravigliosi. Mi sono innamorata del brand, sono diventata cliente abituale e ho persino ricevuto la carta fedeltà.
A maggio 2026 viaggerò in Spagna e speravo davvero di poter visitare di nuovo una boutique Venchi, ma purtroppo ho scoperto che al momento non ci sono negozi lì. Spero sinceramente che Venchi possa espandersi presto anche in Spagna.
Complimenti per l’eccellenza dei prodotti e per l’esperienza meravigliosa che offrite ai vostri clienti!
11 juni 2025
Review zonder uitnodiging
Antwoord van Venchi
Gentile Nivia Henrichs Schanoel,
La ringraziamo sinceramente per aver condiviso la sua esperienza nei nostri negozi durante il suo viaggio in Italia.
Siamo davvero felici di sapere che i nostri cioccolati e i nostri gelati le abbiano lasciato un ricordo così positivo e che sia diventata una nostra cliente affezionata: per noi è un grande motivo di orgoglio.
Riguardo alla sua prossima visita in Spagna, al momento non siamo ancora presenti sul territorio, ma ci farebbe davvero piacere poter raggiungere i nostri clienti ovunque nel mondo. La ringraziamo molto per il suo prezioso suggerimento: sarà prontamente condiviso con il team competente.
Speriamo di accoglierla presto in uno dei nostri negozi e di farle vivere ancora una volta un’esperienza all’insegna del gusto e della qualità Venchi.
Cordialmente,
Team Venchi
Abito a Cuneo conosco i prodotti Venchi…
Abito a Cuneo conosco i prodotti Venchi e conosco anche molte persone che ci lavorano o che fortunatamente a detta loro ci hanno lavorato, sono avari tirchi e ti trattano come un pezza da piedi, sono passata tornando dal Tenda per una cioccolata calda ed il quiantitativo è vergognoso quanto una tazzina da caffè per il prezzo che costa.. non parliamo del resto tutto carissimo...che schifo prendere in giro la gente
11 januari 2026
Review zonder uitnodiging
Antwoord van Venchi
Gentile Linda Montino,
Siamo profondamente dispiaciuti per quanto ci segnala
Accogliamo ogni feedback con attenzione e ci impegniamo a verificare che i nostri standard vengano sempre rispettati.
Desideriamo rassicurarla che la nostra azienda opera nel pieno rispetto delle normative e delle politiche a tutela dei collaboratori. Il benessere delle persone è per noi una priorità, per questo investiamo costantemente in iniziative di welfare, formazione e sviluppo professionale.
Ci dispiace molto per la sua esperienza con la cioccolata calda. Desideriamo confermarle che dovrebbe essere sempre servita in una tazza grande e la quantità dovrebbe essere adeguata a questa, come previsto dai nostri standard.
Per questo le saremmo grati se potesse aiutarci ad approfondire l’accaduto. La invitiamo a scriverci a customercare@venchi, allegando eventuali foto del prodotto e indicandoci il punto vendita in cui ha acquistato il prodotto, così da poter effettuare le necessarie verifiche.
La ringraziamo per la segnalazione e restiamo a disposizione.
Cordiali saluti,
Team Venchi
I had a VERY disappointing experience…
I had a VERY disappointing experience with Venchi.
In December, I placed an online order for a panettone and a box of chocolates as a gift, for a total amount of €64. At the time of purchase, the delivery timeframe was clearly stated as less then 5 days to France. However, once the tracking number was issued (with a delay), the delivery date was suddenly postponed, already contradicting the information provided at checkout.
The situation then deteriorated even further. The courier attempted delivery one day earlier than the announced date, at a time when I was not at home. The courier was unable to leave the parcel, nor redirect it to any nearby pickup point — which is completely unacceptable in 2025 for a standard delivery service.
The following day, a second delivery attempt was scheduled at a highly inconvenient time, while I was at work. Unsurprisingly, the delivery failed again, and the parcel was sent back to the sender.
According to the tracking information, the parcel was successfully returned and received by Venchi. Since then, I have not been contacted at all. No email, no explanation, no apology, no refund proposal.
It is a total failure of customer service and post-purchase follow-up! The order was intended as a gift and became completely useless due to poor logistics and a shocking lack of professionalism.
For a brand that positions itself as premium, this level of service is frankly unacceptable. Keeping a customer’s money after a failed delivery without any proactive communication is not only disappointing, it is borderline disrespectful.
I am still waiting for a refund and for Venchi to take responsibility for this situation. Until then, I cannot recommend ordering online from this brand.
11 december 2025
Review zonder uitnodiging
Antwoord van Venchi
Dear Iryna Konstantinova,
Thank you for taking the time to share your experience with us.
We are truly sorry to hear about the inconvenience you encountered with your order, especially considering that it was intended as a gift. We fully understand how disappointing this situation must have been, and we sincerely regret that your experience did not reflect the level of service we aim to provide.
Please allow us to clarify that, as part of our standard procedure, customers are always contacted and refunded as soon as a returned parcel is received at our warehouse. Unfortunately, this did not take place in your case, and we are very sorry for this oversight. We are already reviewing the incident internally to understand what happened and to ensure that similar situations do not occur in the future.
We also acknowledge the difficulties you experienced with the courier during the delivery attempts. We would also like to reassure you that your feedback regarding the delivery experience will be shared with the relevant department, so that they can carefully evaluate what occurred and work on further improving the service provided.
We thank you again for bringing this matter to our attention and sincerely hope to have the opportunity to provide you with a smoother and more positive experience in the future.
Kind regards,
The Venchi Team
Bad customer service
I ordered three bars of sugar free chocolate (and a promotional free one) for my wife on 14 December.
When I opened the parcel there were only two bars, one of the ordered ones (milk chocolate) and the promotional one (dark chocolate). I made a photograph of the items inside the parcel box and wrote to Venchi on 17th December, informing them about the missing chocolates. It took several days for Venchi to get back to me with a generic message, asking for photos and for the original packaging?? Of course, by then I had put it into recycling. Who hangs on to empty cardboard boxes when so many arrive before Christmas.
I got another email from them on 29th December, asking me for:
-a photo of the exterior of the shipping box, including any visible damage
-a photo of all the items received and the internal packaging material
-a clear photo of the non-conforming items received
-a photo of the shipping label attached to the shipping box
Seriously? Whilst I have the photo of how the goods arrived, I am done with Venchi, I just don't have the time for such antics.
A last word: the parcel was packaged in a very bad/flimsy way, not even a tape long the bottom to keep the cardboard together. It seemed to have partially come undone, probably during shipping. I frankly don't think somebody (the delivery guy??) wiggled his hand into the parcel box to steal 2 bars of chocolate. It just doesn't make sense. My take is that Venchi skimps on packaging, almost certainly the reason why some items were missing.
Beware! The chocolate is great, customer service definitely not!
17 december 2025
Review zonder uitnodiging
Antwoord van Venchi
Dear Christophe Seiler,
Thank you for sharing your experience with us.
We are sorry for the delay in our reply, due to the high volume of requests received during the pre‑festive and festive period. We understand how frustrating this situation has been for you.
Regarding the documentation requested, we would like to clarify that photos of the parcel, packaging and items received are essential for us to accurately identify what may have happened, understand the root cause of the issue and implement improvements that help prevent similar situations in the future. These elements allow us to carry out a precise assessment, especially when discrepancies occur during shipping.
We also appreciate your feedback regarding the packaging quality, which has been shared internally as part of our ongoing improvement efforts.
Thank you again for taking the time to provide your feedback. We hope to have the opportunity to offer you a smoother experience in the future.
Kind regards,
The Venchi Team
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