"Helpful staff"

Good customer service

"I found the chocolates too sweet for my…"

I found the chocolates too sweet for my palate. The packaging and presentation of the chocolates was outstanding.

"My family enjoyed the chocolate"

My family enjoyed the chocolate

"Quick quality gift!"

Easy to order and very well received by friends!

"My order has failed to turn up."

My order has failed to turn up.

"Poor communication and goods not recieved"

I placed the order Thursday evening for a birthday the Wednesday after. I received an email Sunday to say my order had been delayed and saying sometimes delivery is beyond their control. However, my order still said (and still does, even a week after placing it) that the courier is waiting for the package. Emailed customer service and no reply yet even after 48 hours. Really expected better service. Delays happen but at least reply. I just had an email asking if I enjoyed my chocolate - I haven’t got them yet and my wife’s birthday was two days ago!

UPDATE: Had a notice through my letterbox on Thursday to say they couldn’t deliver a parcel due to insufficient postage. Had to pay £7 online to make up the difference and booking redelivery. Arrived today and was the chocolates. How do you not get the postage right???!!!

"customer service ⭐️ "

An item unfortunately couldn’t be delivered - the team did an amazing job to solve the problem, they not only sent a better replacement item but also refunded the original item entirely.

Thanks so much.

"Parcel arrived in good time"

Parcel arrived in good time

"Rococo - Simply the best …"

First time trying dark chocolate with sea salt and really enjoying the truffles are scrumptious-thank you

"Chocolates good"

Chocolates good. I wish I could offer more plaudits but I can’t, the customer service is atrocious. It over offers and under delivers. The software for purchase feels outdated and it’s impossible to correct mistakes. The payment details are taken before the delivery with a default assumption that the delivery address is the same as the purchase address and yet I would suggest that more people order as a gift. Either way it’s a clunky process. When I made an error of sending to myself I within seconds wrote to customer services who automatically promised a reply within a few hours. In reality there was no reply until we’ll into the following day. I’ve known the company for over 20-years and it used to be very good, but I’ve noticed a steep decline since before the Covid Pandemic. If it wasn’t for fact that my friends like the chocolates I’d no longer make any orders from Rococo Chocolates. They could learn a huge amount by researching American standards of customer service and attempting to emulate them. At the moment they just don’t get it.