I have been a customer of Rococo for over a decade. We loved the shops, we have bought their chocolates and courses for ourselves and as gifts, and their chocolates formed part of our wedding day. In the past few years, the quality of their chocolate and the experience of purchasing from them has gone downhill. Orders have become increasingly slow and I have become used to allowing several days for even in stock long-life orders to be processed and dispatched. I placed an order for a number of stock (i.e. not bespoke or made to order) items with them on 28 Nov, thinking that would give me plenty of time to have them for the 1st or 2nd week of December to give to friends and family as gifts at various occasions. 3 weeks after my order, and multiple non-committal emails later about struggling with backlogs but reassuring me my order was coming soon, I still hadn't received anything. I missed 2 of the 3 gift giving events I had bought the chocolates for (and had to buy expensive replacement gifts). I was told for the 3rd event that they would guarantee delivery or courier my order. 2 days before, I still hadn't heard from them and so chased again by email and on social media. No response save a stock email saying I would get a response in 5 working days. Had Rococo told me early in the process that they were struggling and that they may not be able to fulfil my order in a timely manner, I would have been a little frustrated, but I would have understood and it would have allowed me the opportunity to place an order with another provider in good time. I wouldn't have lost faith in them as a business. There is no customer service number -- customer services have been sent to an email system so there is a deliberate buffer put in place between the customer and getting help. You can't reach anyone directly and are told not to ring the stores. Part of my order arrived without any update the day before one Christmas event (but missing one of the items that was intended as a gift), but the rest is coming in drips with no explanation (and still no response to my email). It has been 24 days. I can't see myself buying from them again. The competition in this space has blossomed in the years since it was the one small store I used to go to. There are more commercial providers like Hotel Chocolat that provide good quality reliable chocolate, and then there are luxury handmade brands like Paul A Young and Schokoladi Malvern, where you can get original interesting flavours and ideas. When taken together with what appears to be the sacrifice of the personal touch that made Rococo so great in favour of a more commercialized mass market offering masquerading as the prior more personalised brand, it's hard for Rococo to compete effectively and it shows. Disappointing but all good things must come to an end. I would spend your money elsewhere and place your confidence in another business. EDIT: If you’re wondering how Rococo handles customer services, it’s now 30th December - 8 days after I wrote that review above and I got in touch with Rococo CS on Twitter and by email. Still haven’t had my full delivery or any answer to my CS contact. Ignored completely.

These chocolates were bought for my Mum's 60th birthday, I splashed out and spent nearly £60 and she said all of the three times tasted old and really unpleasant, she normally likes all chocoolate. It all ended up in the bin! Total waste! I emailed for a refund and I can't see that happening. Bad customer service and bad quality overpriced chocolates. I am so disappointed with the service I have received from them. If this review stops one person from wasting money like I did then I am happy. I would say buy Cadburys much cheaper and without the disappointment!

The failure at Rococo is typical of the gig-economy. Places to buy. But NO easy way to contact. Order online and want to chase a problem? There's no telephone number for customer services. Email only. Tel nos available only for company's physical real-world shops. The initial mistake was mine: I entered the wrong security number for my credit card. Corrected it. Hit the button. Bought. Now, I notice my billing address has been removed. The recipient is now listed instead of me. Urgent email to Rococo. Then it hits me. This is small staff, no contact, no real customer service. My name is Tony. Two emails to me now call me Rachel, not even the name of the recipient. And note the reply [I enclose the full text]: "Thank you for reaching out to us. We aim to respond to any emails within 5 working days. We’d like to thank you for your patience over this busy period and we’re sorry for any inconvenience caused. Please be aware that sending multiple emails will delay response times as messages are dealt with in chronological order and any repeat emails are grouped together and moved down the list in our inbox. Please see our Frequently Asked Questions below: I haven’t received my order yet. Please be aware that we are working with a small team in a very busy time. We are working as fast as possible to get your order out as quickly as possible. I need to speak to someone on the phone, do you have a customer service phone number? We do not have a phone number for customer service, we are only available at [email address deleted to fulfill trustpilot conditions] Please do not contact our shops unless it is about click and collect. I have mistakenly ordered for Click & Collect rather than home delivery, what do I do? Please can you call the appropriate store on the number below and they will be able to cancel your order. The Shops can not redirect your order to a delivery address. Chelsea: 020 7352 5857 Belgravia: 020 7245 0993 Marylebone: 020 7935 7780 St Johns Wood: 020 3691 5719 Covent Garden: 020 3542 1928 I have put in an incorrect delivery address for my order. Unfortunately, once the order is in our system we have no way of changing the delivery address. We are sorry for any inconvenience this may cause. I have emailed multiple times and not heard back from you. As above, emailing multiple times will only push your emails further down our list. Please only email once and we will get back to you within 5 working days." THAT'S NOT HOW TO RUN A BIZ

Such a shame, they seem to have got themselves in a real pickle this year. I ordered six items to the value of £145 on the 22nd October. Two Christmas items were on back order so I decided to have everything shipped together. After several emails, which were courteously answered I had not received anything by 6th December. My order seemed to have disappeared in their systems. After another email my order was re ordered! I received the standard confirmations but nothing more except an email to say I was in a queue as it was a busy time of year. I felt really disgruntled as I had ordered back in October to beat the Christmas rush! After seven days of not hearing anything I contacted them only to discover items were out of stock! I was offered alternatives which I declined and asked just for the items in stock to be sent. I was then offered some complimentary items to make amends but when I saw the re ordered invoice my two original hampers had been replaced by two large boxes of dark chocolate! We all hate dark chocolate so of no use to anyone! Unfortunately I couldn’t battle any longer and asked to have my whole order refunded. I really thought by ordering early I would be ok as these were all Christmas gifts. I have had to do some last minute shopping now… the whole experience was hugely frustrating. Such a shame as I have bought many rococo chocolates over the years and they have always been wonderful. I hope they sort this mess out soon. Having been informed I would receive a full refund by email and having bought several alternative gifts, I have as yet, 14th January, not received any payment refund, However some of my order did eventually arrive a day before Christmas which was of no use to me!!!!!!!!!!!!!

Echoing with other reviewers. Placed an online order 29.11. with the idea of getting the Christmas present chocolates well in time. Contacted them through Shop app, they told to expect 10 working days for dispatch. No update what has happened. Great chocolates but no more orders from me unfortunately!

I placed an order on the 22nd of November which is supposed to be my elderly parents Christmas present as yet they still have not received their gift despite numerous emails to customer services which have remained unanswered, as Hospice Health Care Worker I am not able to be with my parents as I will be working and this gift meant and cost a lot, I am deeply disappointed and out of pocket.

I placed a large order on 29th November, choosing items that were in stock and selecting next day DPD delivery. Other than an automated order acknowledgement almost 2 weeks on I have heard nothing. There is no customer services number and I have received no email response. I do, however, receive daily marketing emails! A call to a retail store confirmed my order remained unfulfilled with several items now out of stock. I have asked to cancel my order and requested a full refund. Hopefully someone somewhere will respond. Great chocolates, but a truly terrible online operation.

I love their chocolates but the ordering system is so poor I won't be placing an order again. I ordered £40 worth of chocolates in November and they have no record of my order, and I have now evidence aside from a bank statement which I shared with them. So disappointed as it was a present for my partner, and this is the second time its happened. Now I'm left in limbo not sure whether they will actually process a refund for me as they have no record of it, its all on me the customer to try to sort this out which is really frustrating.

Like the last two reviewers, my husband’s online order hasn’t been dispatched in over 2 weeks. No communications from this company other than endless marketing spam to push you to buy more. Which they obviously can’t fulfil. Phoned a shop today and they said they have nothing to do with online orders so I was welcome to pay again for the same product (actually double, as our original discount wouldn’t have been honoured) pick it up and claim a refund later using the non existent customer service. Seriously? Only an email service for CS in 2021? Giving up on them and will have to email once more just to try and get a refund. Been told over the phone they have some issues with supply chain and deliveries- this is all very well but why do you accept and push for more orders instead of being transparent on your own website? Never again.

It saddens me to do this as I love their chocolate but customer delivery is woeful. I selected 4-5 working days standard delivery and 13 days on still nothing and this was ordered with the specific intention of being there for someones 18th birthday. Customer service interest has collapsed and I have had no response to my last two emails. There is no telephone number. They are overtrading, still bombarding customers with regular emails encouraging them to buy more when they can not fulfil existing orders. I have given up. I have no idea if my hamper gift will ever be delivered. I have unsubscribed and will never use them again online. Sad day.