Knoops Avis 

Visited the Rye branch. Definitely recommend ordering on the app as skipped the queue - was ready when we arrived. Had white hot chocolate with sea salt. Will definitely be back

Ordered on 20th December with next day delivery. As of today still not received my order. Customer services are no longer responding. Wish I had check reviews out before ordering.

Visited the St Albans store this afternoon, happy staff…5 behind the counter , painfully slow ( 20 mins) for a Hot Chocolate ( which was good ) for my grandson.
A seriously good look is needed on the time and motion of the staff.

We wanted to reach out to say a heartfelt thank you for everything you’ve created. Birthdays, catch-ups, rainy days, sunny afternoons – our lives are filled with memories made at your hot chocolate shops.

From celebrating milestones with friends over your signature drinks to finding comfort in a warm cup on grey days, every visit has left a lasting impression. Thank you for building something so special, and to owner Jens Knoop for his role in creating those moments that mean so much to us and so many others.

With gratitude and warm wishes,
Adam

Ordered on 22nd, paid for Express Delivery. Still not received. I wrote to ask for clarification on when my product would be received, and I was told that the delivery partners has closed over Christmas break. The product was being delivered by Royal Mail. Poor customer service. Would absolutely avoid ordering from them again. At the very least, I'd expect a refund on the cost of express delivery.

This is not the standard I would expect for a supposedly premium product.

Ordered on 21 December, website promised next day delivery. 30 December now and order hasn’t arrived.

Haven’t even received any updates - prompt to take £98 and accept the order but nothing since.Order tracking on the website just says ‘unfulfilled’.

Looks like many others have had a similar experience.

Have contacted customer service - will update this review if/when they respond.

Great products, but terrible customer service online. Ordered on 21 December and paid next day delivery. Now 31 December and still no delivery! Customer service sent a really poor response, saying they could not have guaranteed delivery for Christmas. Really? In that case, why did they accept the order and allow me to pay next day delivery ?! I would have bought from Hotel Chocolat had I realised they could not deliver in time for Christmas. No offer of a refund or discount for inconvenience caused. Order was a present. Very disappointed and would not purchase from them again. Have emailed to seek a refund. Best avoided.

Extremely disappointed by this company. Ordered two items for kids’ Christmas gifts on 8th December. Both items showed as delivered but one was completely missing from package. Messaged customer services on 19th explaining situation and that it’s a Christmas gift, no response. Followed up on 22nd and received a reply to say the missing item will be sent next day delivery. Unbelievably, as of 29th December I still do not have an item ordered on 8th December and the company are refusing to refund the order, saying that I missed the Christmas cut off of 20th December (the order was placed on 8th December, reported missing on 19th and chased up on 22nd). Do not use this company for gifts. Lots of time spent writing to customer services and no resolution. Discount code offered but declined as I will not order with them again.

It was a very disappointing experience. The staff were too busy chatting amongst themselves rather than serving customers at the Knightsbridge branch.
Either bad customer service training or no customer service training at all.
Perhaps if staff focused on the task of serving customers the que would not build up as it does.
To add insult to injury jury I ordered a hot chocolate which was very lukewarm not piping hot as I have had previously.

Both toilets in the George street,Edinburgh branch had no hand soap and wasn't replaced after I asked at the till. Hot chocolate expensive for what it is. Complained to Knoops customer service and no reply. Clearly no care for hygiene.

I ordered next day delivery on Sunday, for Christmas gifts. They had a message on top of website saying to order by the end of Sunday to get express next day delivery. So due to this I ordered and paid for next day delivery.

It's still not been dispatched and it's Christmas eve now. Seems like this is a common problem currently. Feels their messaging was deceitful if all December they've had problems. Still I have received no response despite trying on phone, email, Facebook. If there's been a huge demand they can't cope with they should be communicating it ASAP.

Instead they literally sent a marketing email this morning titled "Christmas Eve. Zero gifts. No problem." where they're trying to sell gift cards!! Feels so rude in the context of them being the reason I'm missing a gift!

Customer service is effectively non-existent. The phone number doesn’t work, emails go unanswered, and there’s been no acknowledgement at all. Two days after ordering, the item hasn’t even been dispatched—despite paying for next-day delivery. Simply unacceptable.

Ordered on line and have paid extra next day delivery. However customer services have now responded and apologised for delay and will refund the extra postage cost. I wait to receive the goods however…

Ordered gift sets as Christmas gifts for friends who live abroad. It took them more than a week to dispatch the order, even though there was absolutely no warning that it would take that long for them to process orders. Their website says it takes 3-5 working days. We missed the cut off date to ship the gifts to our friends. Tried to contact their cs via email and online form but still have no response from them at all. Ridiculous that they don't care about customer queries at all.

Well that's a new one on me.
On their tea menu there is fresh mint tea.what I actually got was a cup of hot water with some mint leaves in for £2.90 and it didn't even taste like mint, if it's on the tea menu it should contain tea at a minimum very disappointing.

I was gifted a voucher which is in date and have proof of the transaction from the person who gave it to me. When I went to use the voucher however in the Bristol shop, I was advised that it had not been activated and to contact customer services. I have now done this twice via the Knoops website with no response at all - very disappointed. Especially after placing a recent large online order which you can't use gift vouchers for!

Customer service is a template based operation here. Tried to cancel my order 2h after ordering on a Sunday because I changed my mind. Even though it got dispatched on Monday, I still received a reply later that oh it's too late to cancel once it's been dispatched (maybe do a check before processing if anything came from the customer??). No bother, I asked for return procedure and got hit with an address a few days later and short instructions asking me to note what was wrong with the machine. Clearly no one bothered with reading my email... I sent it back with my reference number because what else could you possibly need? I supplied them with tracking information and waited until it gets delivered . Success! Except knoops is ignoring me now, holding my humble sack of coins hostage. Weird flex knoops, but okay. Failing at basic customer service and relations. Can't wait for their next correspondence which is bound to be asking to rate their service rather than to answer my query.

Visited the store in Knightsbridge, Brompton Rd…Great hot chocolate and delicious almond croissants and even better customer service! Thank you for the lovely experience, will definitely be coming here again.

Great store in Cambridge

I went to the Leeds store and I’ve never had an experience like it. I needed to pick up some hot chocolate flakes but wanted to try a hot drink while I was there. I asked the man working there what he could recommend in a mocha and he did not disappoint. He made it his mission to find me the perfect chocolate to pair with the coffee and recommended different flavour pairings for each chocolate he let me try. I felt really well looked after and I will definitely be going back for more. I didn’t catch his name sadly, but he clearly loves working there and made it a lovely experience.