Aditya A

Trustpilot

Great chocolates horrible customer service

I am a huge fan of melt chocolates and they are really really good. Probably my favourite. Ibuy from their selfridges store at least once a month. I headed to their store recently with my family as I wanted them to experience melt chocolates too. We were ignored for 5 minutes while the customer service rep “Irem” was busy doing something in her book. She even heard me call out to her but chose to ignore me. What followed was incredibly rude and fast customer service. She just wanted me to buy without actually letting me take my decision. She was rude with her words and impatient. It embarrassed me in front of my family. Now, we are all in an era where when you sell a premium item you at the bare minimum “smile” and be polite to your customers. I’ve decided never to buy from this store ever again. I still maintain these are the best chocolates but the customer service is ridiculously bad. The customer rep “Irem” is in serious need of training and is tranishing what is a great brand and product.

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Trustpilot

Really bizarre unhelpful company

Ordered some vegan chocolates a couple of years ago and when they arrived they listed milk in the ingredients. I emailed the company to ask them about this and they said they had one ingredients list for everything but the chocolates did not actually contain milk. I’m sure this is a legal issue. I’m not convinced they did not contain milk and it was written clearly on the label. Today I contacted them to ask what colourings are used in their bright red and green strawberry Easter egg. No colourings are listed on the ingredients label. They told me to look at the image for the colours and then sent me the ingredients list which doesn’t list any! Their labels are not accurate or honest and may harm someone with an allergy. Staff were unhelpful both times.

Lesley

Trustpilot

Nice chocolates, bad marketing

Purchased chocolates from them which were fine but they are now texting me with marketing texts. Never signed up to it and have now lost me as a customer because of this.

Angelica Lovegood

Trustpilot

Amazing sugar free chocolate but...

My dad is diabetic and obviously therefor cannot eat sugar so I have been searching for a good sugar free chocolate for him but they've all come up the same; not very nice. Until I found melt chocolates so I decided to get them for his birthday and he said they tasted beautiful, he said he couldn't believe they were sugar free because it tasted exactly like normal chocolate. I would give 5 stars BUT the price is awful. £10 for a single chocolate bar that isn't even that big????? I think it is exploiting diabetics and I have to only disagree with that part.

Tonia Perkins

Trustpilot

Dark chocolate heaven!

I wish I’d known the orange slices dipped in dark chocolate were so delicious: I would’ve bought more than one box at the airport!

Steven

Trustpilot

Shakespeare was right "All's well that ends well".

I placed an order online on a Sunday from California for chocolates to be delivered to a friend in the heart of London to a third party caretaker - and included a petite box for the third party because I felt they should be acknowledged for accepting the surprise chocolates gift for my friend. The order made it to Melt's shipping department in the Christmas rush and got overlooked and not delivered. I didn't find out about the non delivery until January. There is an 8 hour difference between PST and GMT so at first I sent an email, then a few days later used Melt's live chat feature during Melt's working hours and the office tracked down the order paperwork and asked if I still wanted a delivery or a refund on the credit card. I chose to have the order delivered - because I wanted to find out how good Melt's Chocolates are. My friend had been out of town, but when he got back a few days later and stopped by the designated "deliver to" person, The Melt Chocolate delivery bag and personalized card were all set for Chris; he tried a couple and they were "absolutely delicious"! He offered them to his assistant and her response was "the best chocolate she had ever tasted". Though it was weeks after Christmas, the chocolates were worth the wait and Chris thanked me for gifting them the box of Chocolates. I owned a business for 30 years and learned that problems can occur during the delivery stage. How one rectifies and solves the problem is how a business survives and thrives. I didn't threaten Melt or press for anything other than completing the delivery. I will order again down the road - but will make sure I can do it over the live chat early enough in their daytime to preclude problems (and include a local London phone number) . Andreea resolved the delivery problem, and I promised her I would write a review. I would love to someday pick up a purchase in person at their Ledbury Road store in Notting Hill! Steven S.

Ivan Markovic

Trustpilot

Just wonderful tastes...

Well where do I start? I have been visiting Melt for about 13 years now. When I walked in for the first time I remember inhaling the air and this floral taste started to develop at the back of my mouth! Just from the chocolate aroma! The staff are always so so helpful and accommodating and these days I mostly use them to send chocolates to my mother and they always arrive in excellent shape and keep my mother going through the difficult times...

Lynette Atkisson

Trustpilot

My experience was very stressful

Not for me. I find it overpriced and the experience I paid for started off with appalling customer service. They recovered and improved things, and I ended up having fun. Everyone can have a bad day and the woman helping me was overwhelmed after a big event they had hosted there the night before. But the man working at the front was gruff and said “we don’t have you here.” He denied I had paid for the class and said he could not find my record. I had to show him on my email and then he found it in his system. He was horrible. Told me I had to wait outside because the teacher wasn’t ready, even though I arrived at the time class was supposed to be starting. I didn’t arrive early. After paying £149 pounds for this experience, I would never recommend this to anyone. I told the company about the experience and they never responded. At this price point, things should be more luxury and less accusatory. I should never have been told to wait outside and “come back in 15 minutes” when they were the ones running late. You offer the guest a free hot chocolate or coffee and apologize profusely, instead of getting mad and defensive because the guest that paid £149 showed up on time for the class. I have done a lot of chocolate experiences at other shops. This was the first time I showed up to a chocolate experience with rude and apathetic staff. Within the first five minutes of interacting with them. I really regretted signing up for this. Again, the teacher recovered from feeling, overwhelmed, and was kind and helpful, but I still wouldn’t recommend this experience.

Guest

Trustpilot

Awful awful advent calendar

Awful awful advent calendar. The chocolates are so small and tasteless. My wife bought me this calendar for £69 and it really is so disappointing. I’m on day 5, and I am tempted to throw away.

JVAD

Trustpilot

Quality

I like great chocolate and imaginative centres - think artisan, marcolini - so I’m enjoying these a lot. Some of the product I was sent were wrong. But mistakes happen and CS sent me a replacement as soon as they got my email and photo. Sometimes a problem fixed is more impressive than not having a problem.

Kathleen Sheehan

Trustpilot

I ordered chocolates for my son

I ordered chocolates for my son, my home address here in Ireland went through, my son lives in London, rang customer service, spoke with a very nice and helpful girl, got the address changed and chocolates delivered in double quick time Very impressed, will definitely order again Never tasted them but they look divine Many, many thanks, keep up the excellent work

George Kassouf

Trustpilot

Great selection of very tasty…

Great selection of very tasty chocolates. Will come back for more.

George Kassouf

Trustpilot

Very nice selection

Very nice selection, tasty, melt in the mouth.

Roman

Trustpilot

Non-existent customer service

Bought chocolates from them through Deliveroo. Their website shows their £9 hazelnut bars as choke-full of said hazelnuts, but I got a plain slab of dark chocolate with literally 8 lonely nuts sprinkled on top. Very artisanal. I contacted them through both Deliveroo and Email a week ago (politely), but haven’t heard back despite their “response in 24 hours” claim on their website. £9 is too small a sum for any legal enforcement action, and they know it. Good luck: if there’s anything London’s got beyond plenty, it’s “artisan” chocolate-makers.

rune factory appreciator

Trustpilot

I buy these for my partner overseas and…

I buy these for my partner overseas and he always loves them. He really likes the caramels and the hot chocolate. I haven't tried them myself but I trust his opinion!

Sylvia Stankard

Trustpilot

Beautiful non plastic packaging

Beautiful non plastic packaging. Prompt delivery and above all beautiful tasting chocolate, you can feel the care taken.

Ivan Markovic

Trustpilot

The aromas...

The first time I walked into the shop I remember breathing in and actually tasting the floral notes of the chocolates at the back of my throat, so intense was the aroma. They are always incredibly helpful and personable, and the chocolates are superb. The only problem I have when giving them is that you sort of need to make it clear that they need to be treated like caviar and savoured and not inhaled!

Julie Sawenko

Trustpilot

I have just received my 1st order from…

I have just received my 1st order from Melt and am very impressed with the packaging,on time delivery and appearance of my Easter egg It looks so nice I am tempted to get another !

Melinda

Trustpilot

Very happy with Melt!

Very happy with Melt! I made a last minute Valentine's Day purchase for friends in London, and it was not only delivered on time, but they came back a second time, since my friends were not home the first time! The chocolate looks wonderful and I also love no plastic packaging and ethically and locally produced product. I will definitely buy from them again! Many thanks! Melinda

Ana Reguero

Trustpilot

Excellent chocolates and service

It has been a great experience. Thanks to them I was able to give a birthday surprise to my daughter, who was on vacation in London. I am Spanish and, to make everything easier for me, a person who spoke my language, Neus, called me on the phone, who was charming. They resolved everything like a charm and brought their wonderful chocolates to the hotel. Thank you all for making it possible and being accomplices in a sweeter birthday, with your exquisite chocolates. You can not ask for more. Excellent.