Montezuma's Chocolate Avis 

Bought a huge tub of Peanut Butter Eggs for a party. Friends and family absolutely loved them!

Ordered some chocolate and an Easter egg, one item missing from the order and the Black Forest egg completely broken up, I am waiting for a response to my two emails. I am very disappointed.

The Black Forest Cherry chocolate is absolutely delicious. The packaging and information given is simple and perfect too. The care and attention they’ve put into this product is excellent.

I recently purchased chocolate easter eggs for my family (I do every year as love their chocolate and many are non UPF which is what I look for in my chocolate!). Unfortunately one (mine!) was not sent. I contacted customer service, they replied the next day and sent a replacement! Excellent customer service, thank you!

I purchased the Montezuma's Black Forest Dark Chocolate Cherry Egg and I'm regretting it! Montezuma is supposedly high quality chocolate however the overly sweet flavouring in this egg completely obscures the taste and texture of the chocolate rather than complimenting it. When I spend £15 on supposedly high quality chocolate I don't want to taste and smell something that resembles Ambi Pur! The experience feels cheap and horrid - don't buy it.

Firstly, I am a big Montezuma fan and have been for many years. There has been a problem with the production of the milk chocolate giant buttons for some time. I have contacted the company using the online form, waited 2 weeks for a reply which didn't come so I am leaving this review.

When they are good, the milk chocolate buttons are wonderful. Smooth, creamy with a good "snap", malty. An absolute pleasure. But more often than not, I open the bag to find thick, bashed up looking buttons that taste nowhere near as nice and are actually verging on unpleasant. I stopped buying them for a year or so. I thought this had been a temporary problem when, last year, I had the "good" ones over a few months ( from Waitrose). But the last two packs have been the not so nice ones, which I end up giving to my husband who is less discerning. It's as if they are two completely different products sold in the same bag, as the same product. If you look on their website, there is a photo of the good ones on the " chocolate buttons" tab. But if you click on the individual product, a photo of the not so good ones appears. To some extent this has also happened with the dark ones - I've had a couple of packs of bashed up dark ones in the past. Personally I don't mind the variation in size, I just want them to be smooth and crisp and malty.
I'm sorry to leave 3 stars because otherwise I really do love this brand but I'd like someone from Montezuma to explain the inconsistency in quality.

Update following reply: many thanks for replying and explaining that the “bashed up” ones are actually rustic and this is something you are aiming for. Also the added vanilla explains why these taste so much sweeter than the smooth malty ones. I am of course disappointed that my favourite chocolate buttons are no longer available, but I least I know that I can stop buying them.

exceptional chocolate and exceptional customer service! Also, I live in California, but I order Montezumas all the way from the UK because ConsumerLab.com has said it is one of the best, if not the very best, chocolate in terms of low levels of heavy metals. This in addidtion to being great tasting (I order the Absolute Black)

I had issues before so was given some store credit as a refund for my previous purchase.

I placed another order using the store credit, and to my surprise Montezuma's added a gift inside the order to say sorry for previous issues.

Really impressed with how they turned this around, and totally repaired our sentiment towards this company. You can't really measure a company until you have a problem with them, and how they fix it shows the type of company they are. Really happy with this and will definitely be ordering again in future!

Absolutely outstanding customer service. I had a problem (of my own making) with my order and the customer service staff sorted it out! Thank you so much😁

The chocolates tasted very unpleasant. Their customer service asked me to return them and declared there was nothing wrong with them! This was an expensive gift and had I not returned them they would have been thrown out.
On the basis of the chocolate and customer service I shan’t be purchasing from them.

Excellent service from Montezuma again... got some more of their delicious 51% cocoa milk chocolate which i can highly recommend. This time, i even got a little card with it which said "You're as sweet as this chocolate! Enjoy every bite!" Which i will :) (If only they knew, I actually have an evil streak, but it was very kind of them to say i'm sweet ;) )

The chocolate is great, but I ordered the “gift box” as well on checkout, thinking it was a smaller version of the gift boxes advertised elsewhere on the site, with a few taster items. It was, in fact, to have my items gift boxed, in a blue coloured shoe box type thing with some shavings inside. It went in the recycling.
I would not recommend adding this to your order even if you are ordering as a gift.

If I could give 0 stars I would. I bought an order online worth over £50. I have tried their chocolate bars so I thought I would buy some other things as the chocilate tasted good. One item - milk chocolate drops were discoloured and tasted waxy. I contacted the online customer care service which took three days to answer. They indicated I would need to return them in an addressed envelope they would send so I replied that I was happy to do this and strangely they wanted me to confirm my address and asked where I had bought the chocolates. This is strage as I had enclosed order no and details. The envelope took about 10 days to arrive. When they recieved the returned chocolates two days later they indicated that their taste would have been unaffected and as an act of goodwill they would replace the chocolates. They did not apologise for the poor quality goods or the inconvenience having to return the chocolates via the post office entailed. I agree customer service is non existent and Montezumas need a reminder of what the Sale of Goods Act involves re consumer rights. I will never buy their chocolate again. They do not care about their customers and no wonder they have had financial problems. There are plenty of other small chocolate companies out there who care about their customer base.

Montezuma the service business provider does not seem to appreciate loyal & repeat custom and customer's in general via the e-commerce digital platform webpage thus I will actively avoid them in the near future(I like to sample ie "tried & test proof" good business service offerings for future gifting resource purposes, alone). On both occasions I made an order of over GBP£50.00 to avoid hefty postage / packing charges. On this specific occasion I placed the order at the weekend & only received a dispatch notification yesterday(Tues, 15th October 2024) to find out 24 hours plus later the Royal Mail tracking number is not available to access(unfortunately, the communication correspondence sent has also been ignored).

A good business supplier actively values every customer enough to a, dispatch quickly ie next working week day & b, quickly respond to customer's email correspondence, so far the Mumtezuma HQ team has done nothing to make myself feel like a respected valued repeat customer and have come to the conclusion this specific business supplier isn't worthy of my continuous support(such a shame as the quality of goods is genuinely good) is Montezuma's do not value their loyal repeat customer avoid.

Currently out of pocket to the tune of £50.00 quid with zero signs of dispatch(read review).

Paid for £50 of chocolate for a corporate gift next day delivery. Item seems to be lost in a loop with Royal Mail. Montezuma don’t even have the courtesy to acknowledge an email let alone respond to it. Removed from list of suppliers for us.

I love this chocolate the 100% dark is delicious I also pop a couple of pieces in my soya latte, Its milk free & low carb compared to ordinary milk chocolate great for Keto diet too, it’s good quality & I like the ethical side too, have just got a bar of Black Forest cherry 🍒 wow it’s delicious 😋

I just bought a bar of 100% absolute black from Sainsbury's Local near me. It tastes nice enough for me to buy more. Chocolate is fine 👍

Appalling. I bought one of these ridiculously expensive chocolate bars and was extremely lucky not to break a tooth on a cherry stone (a massive one). When I wrote I was told they aren't responsible because it says on the back 'may contain fragments of cherry stone'. (This was a third of a cherry stone). I told them what they needed was not a disclaimer on the back but a large warning on the front. I sent my address for them to send a bag to collect it. This was 3 or 4 weeks ago. Nothing. I emailed today and got an illiterate reply, or possibly one written by AI as it was also generic. Don't be fooled by the fancy packaging. These people are incompetent and they couldn't give a d*.

It sounded exotic far away Mexico.Montezuma.
But its only West Sussex.Still I support Southern Enterprise.
I went in.The boxes began to be ticked.Attentive Service helping me select a MILK 3 pounds bar.Colourful packaging.(were the paper trees organic?)Nice blurb on back about how everything was wonderful.Consume without Guilt.Oh but no cash.Card only.Then Stern looks plus a frown like I was some sort of Middle Aged wierdo who didnt 'get it'.At home I unwrapped the sealed pouch.(1 Brownie point)A Marketing Mans Dream.Do XYZ in High St you will make money.
Munched the product.It tasted of
well nothing.After 30 seconds I felt what was all that about?I was left with some nice empty packaging.Nice Marketing.They got my curiosity and three quid.Well done.File under School of UK High St
Chain Marketing .
Going back?nah.I hate bitter dark chocolate.
Then fell into a deep sleep.(Maybe coincidence)
Next day I was able to compare to 6 pounds bar Venchi Valhona etc from Continental Producers.Elsewhere in Town.

Finally found a chocolate that is 100% cocoa dark chocolate. I absolutely adore it. It goes very well with my black coffee. I ordered the 12 pieces pack that gave me a decent discount.
I love the fact that now you can personalise the cover and this can be a great gift.
The delivery was fast and smooth.