Knoops Avis 121

Cannot for the life of me get a response from customer service! I have spoken to staff in store and they are surprised. On the last occasion I contacted them over a week ago through the app, on the website and on the email with no response about wrongly being charged etc. I had previously contacted them on numerous occasions regarding many issues:
1. Extremely poor customer service from the covent garden branch, (over 3 months ago)
2. Linking my app to my student ID (over 6 weeks ago)
3. Great customer service in the Chelsea branch (two weeks ago)

The iced chocolate drinks are so delicious - especially with sea salt! Service can differ (along with wait time) but generally staff are polite and willing to help - I visited the Brighton store. Really cute place with a chill vibe.

Order missing and repeated emails/ enquiries through their website go nowhere, and no telephone number to contact anyone. Nice products but avoid ordering through their website!

Impossible to connect with this company. The in store assistant over charged me so had to generate a refund but the money has not gone back into my account . They have a call centre but only goes to answer phone and no reply back from the chat and in store where the mistake was made cannot help. Very unprofessional company. Now I have to get my bank involved. So wasting my time

At the Newcastle store ! Ordered 2 hot chocolates. Got given 2 milkshakes so no where near the order. Started out with horrendous customer service by focusing on the customers behind us and saying that our orders couldn’t be made as there was a 2 person queue behind us and the order was too “strenuous”. Only ordered 2 lavender almond hot chocolate. Got better at end as was told we could have our hot drinks. And was given the milkshakes for free. Didn’t really pay attention to customers tho.

The hot chocolate is lovely however, got the drink in the afternoon, 1 member of staff in the cafe and told me I couldn’t have lavender cause it takes too long to strain and there were 2 other customers behind me. I’ve worked in hospitality before and the point is that you focus on the current customer and not the ones after as that degrades a customers experience. You don’t refuse something because there is a line or you’re too lazy to do it.

Orange Dark Hot Chocolate is dope

I first tried Knoops in 2023 christmas time. And I just fell in love! Such delicious, luxury and chocolatey hot chocolate! And the marhsmallows, wow!!

At the end of last year I ordered the gift set for my brother's birthday. I had paid extra for the next day delivery but unfortunately they arrived late. When I brought this up with Knoops they were so helpful and offered a refund for the delivery cost.

I have since ordered again twice, once for another gift, and once for me! Being able to have the hot chocolate in the comfort of my own home was amazing. I will 100% be buying again, and again!!

We tried the Ghanaian chocolate drink, admittedly a low cocoa content: staggeringly awful, just tasted of sugar!

The chocolate is of very high quality and easy to make.

Loveddd itttt would definitely go back sad they shit stores

Visited the St Albans store, was told that Knoops have wi-fi but customers are not allowed to use it. Guys, come on! This is 2025, EVERY coffee shop makes wi-fi available. To make matters worse the staff were standing around on their mobile phones, no doubt accessing the good wi-fi. Great hot chocolate btw, but it ruined the experience.

Still waiting for a response. Why does no o one answer calls or emails. Customer happiness it most certainly isn’t. I will keep leaving reviews until I receive a response. That way everyone can see how long it takes for a response!

The absolute best hot chocolate we've ever had. Once you've tried Knoops you'll never go for a Costa or Starbucks hot chocolate ever again! My husband purchased two boxes of the 34% chocolate flakes for Christmas through the Knoops website and we've since bought again in store too. Can't recommend enough.

If I could rate Knoop a zero I would.
I made an order 18 days ago. I haven’t received this order. I have made multiple attempts to contact Knoop via telephone, their online help form and social media and had one response from them a week ago via email to state my order was ‘stuck with a courier’. I emailed them back soon after to work out a plan and haven’t heard back from them. If you call them, it goes straight to voicemail which is really unhelpful. The only thing they have done effectively is take my money. This is the worst customer service I have ever experienced.

I ordered a gift set from the online store on the 01/01/25, and 3 weeks later I still have not received the product, nor have I had any communication as to why this has been delayed, despite their T&C's clearly stating that all orders should arrive within 3-5 days.
I have tried multiple times to contact their customer service team, however am yet to have a reply to any of my emails. The phone number listed on their website always goes straight to answer phone, and I've not yet received any reply to the voicemail I left.

Very frustrating as I ordered this gift set as a birthday gift for my sister but her birthday has now passed.

I placed an order on 18th November and was sent tracking details for Royal Mail, the tracking number showed as ‘not yet received by Royal Mail’ for a week before I contacted knoops, who then emailed me to say it was on the way. Item still didn’t arrive. I emailed again and was told by Lucy from ‘customer happiness’ (lol) that she had resent it. It is now the 13th of December and i still don’t have my item, I needed this as a gift for someone tomorrow and now I am hugely inconvenienced. I will never use this business again and I would recommend others to avoid at all costs. This is been a really poor experience with customer services taking no action and blaming it on Royal Mail when in fact I don’t think the item was ever shipped.

I ordered well ahead of Black Friday and can’t understand why this has been such a difficult process. Clearly this business isn’t able to function at the level it portrays online.

Ordered product on 21st November with the website stating delivery time 1-2 working days. Contacted customer services a week later to be told that products would be issued w/c 2nd December. That has come and gone and still no dispatch or delivery. We are now two and half weeks past the 1-2 working days and as per other reviews I still get daily emails about ordering more products - fulfil the first order first and then I might consider it!!

DO NOT ORDER!

I have experienced atrocious customer service. I’ve sent over 10 emails over the last week and have had little/no response. I finally got a call back from Nicola who said she would action everything we discussed and send an email confirming this and offer some form of goodwill compensation, but I never received this email.

Emails/orders placed in Black Friday still haven’t been received (now almost 2 weeks later) and no updates on delivery etc.

Would never order from them again as this delay has now spoilt a Christmas present.

Save your money and go elsewhere. Your order will take ages/won’t arrive and nobody will respond to emails or help resolve this.

Knoops, do better

Two weeks, and I still haven’t received my order. Order just still says “order is confirmed”.
Recommend to avoid. Was a Christmas present and now likely won’t arrive in time so having to go out and get something else. Unneeded stress