Montezuma's Chocolate Avis 

I fell in love with Montezuma's peanut butter mini eggs in one Easter but it wasn't available anywhere near me. I finally made my first order recently and it arrived in 2 days! So delicious.

If I could give 0 stars, I would.
I placed an online order on Saturday 22 Aug. The reason being I wanted the items to form part of a hamper I was putting together as a birthday present for an elderly person. It needed to be finished by 2 Sept so I knew I'd ordered in plenty of time. I received a dispatched email on the 24th Aug. Given they say 3 - 5 working days delivery, the delivery window closes today and no sign of my parcel. According to the courier, Evri, they're still waiting for my parcel.
So, today, after using the reasonably useless Montezuma chat bot (which told me first to chase Evri myself, then to email Montezuma and to expect a reply in 2 working days), I finally found a number for Montezuma and queried where my order was, just to be told it hasn't even been dispatched yet 😡. Apparently they've got courier issues 😡 when I queried why I'd received a dispatch notification email, I was told they're generated automatically when the label is printed 😲 a bit misleading to say the least.
So, here I am with a half done hamper, and no Montezuma parcel to finish it off.
Their solution, I could either have a full refund (3-5 working days for my £ to come back to me) or they could send it out next day delivery BUT not today as their packing dept doesn't work Fridays 🤣🤣🤣 and as it's a bank holiday weekend, it won't get sent out until next Tuesday.
What an absolute joke! And what rubbish customer services. If they knew there was a delay in sending out orders, the very least they should do is inform their customers, put something on the website warning people maybe? And definitely DON'T send out emails saying things have been dispatched if they haven't!
Never again. In future I'll go to Hotel Chocolat.

Great Chocolate from a fantastic UK Business.

Bought the Black Forest Gateau from a shop in Grassington, lovely chocolate and love the natural ingredients. My favourite dark chocolate so far. Only shame is it costs too much plus postage for a couple of bars online, so hopefully il find a local shop that stocks this 😊

Nearly cracked a tooth on their Black forest bar, they hide "may contain cherry stone fragments" on the back at the bottom. Not a pleasant experience. Think i'll stick to other brands.

UPDATE:

Ok, originally I put negative feedback for this company which was honest and transparent at the time. However since, the company got back to us and apologised for their shortcomings. They promptly resolved our concerns and therefore we feel happy to buy from them again.

Thank you Montezuma, we look forward to buying from you.

Although the chocolate is great, the deliver process needs work. I ordered chocolate for my husbands birthday, which although said dispatched 3 days early, the tracker kept saying we are expecting it - as a result the chocolate arrived late. The customer service was good and they generously offered a refund for the delay.

Great tasty products. The family love them. Well done on the decision to delay my delivery due to the hot weather. Great call. Also well done on the excellent recyclable packaging.

10th July - Ordered around 20 bars, received tiny box with 2 bars (label on box said 2kg) eventually had my query answered, they then had to escalate it. Email apologising, with despatch next day on 27th. DPD are still awaiting parcel, Montezuma have said around 2 days to respond so still no chocolate or money. Really not impressed

Ordered and paid £51 last 17/06
(a week before the heatwave).
Its been more than a month and have not received even a pinch of chocolate.
Avoid ordering online with this company as they will ghost you or tell you lies once you try to chase them up. They will also blame their courier; but their courier (upon calling them up) actually mentioned that Montezumas never handed their products for delivery.

Whilst waiting for more than a month for their overrated chocs, I discovered better alternatives (Marks and Spencer 100% and Lindt 100%).

Well done Montezumas chocolates :(

Update 24/07
Finally delivered after 36 days!!!

Hateful company to deal with.

Ordered on the 5th of this month next day delivery for a birthday.
Blah blah blah it's delayed due to heatwave yeah ok fine. It's still hot now anyway?

Tried to cancel order on the 16th as birthday is long gone, no response.

No response from email, phone or messenger.

Coincidentally on the 16th I get an email saying deliveries are start again Monday (today)
I can guarantee they'll just send out this order regardless.

Well guess what, I'm sending it straight back.

Useless company, never buying your chocolate again after this.

If anyone's reading this, cancel order #307112 and refund.

INITIAL REVIEW- Awful customer service. Still not received my order. Placed an order as a gift. It said 3-5 days delivery. 5 days after the order was placed it still hasn’t even been dispatched let alone received. It won’t arrive in time now if it arrives at all. Really fed up and let down . I want my money back. Have emailed to request a refund .

UPDATED REVIEW - thank you for your reply. yes we did. I have now received my refund. Thank you. I have updated my review to 2 stars and amended the title to reflect the resolution and the fact that I have been refunded. However, I’m afraid I still won’t ever be using montezuma again or recommending it, and I’m disappointed that it took writing this post for me to be contacted and a resolution reached.

The most amazing chocolate for those wanting real chocolate not filled with palm oil.If you're looking for a spicy chocolate then the Hot Pickle chilli and lime is a must.The delivery was fast and we got a discount for ordering a few bars.Will definitely be ordering more it's amazing.

Friendly staff, way too sweet frappe in a paper cup for £4.50

I bought the 100% dark chocolate and it tastes like rubber.

Waste of money. Horrible taste and it leaves a rubbery slime on my tongue.

Amazing customer service and good value for money.

Chocolate is amazing. Bought through the website and everything was fine. It is, to me the best replacement to Cadbury’s on the market. You can also buy through Ocado and M & S.

Have ordered quite a few times from this company now. They make great tasting chocolate without tossing palm oil in there which thrills me. The range they have is very inclusive, delivery is fast and a nice loyalty scheme on top. Always packaged well and I highly recommend the salted caramel eggs. You're welcome!

Love the chocolate but as a new customer very disappointed that my parcel got lost by Evri. They then despatched the order again only to get one of the chocolate bars wrong! So not very happy.

Update* they have since sent my chocolate and refunded my order which was very kind

I recently had a disappointing experience with Montezuma’s customer service. A straightforward issue turned into a prolonged and frustrating process involving delays, inconsistent communication, and the withdrawal of an agreed resolution. I had to follow up multiple times and escalate the matter simply to receive what had already been promised.

Although the replacement items eventually arrived, the way the situation was handled fell well below the standard I would expect. The products themselves are good, but the customer service experience was not. I hope Montezuma’s reviews its processes so other customers don’t face the same difficulties.