Review summary
Customers consistently praise the superior quality, taste, and freshness of the chocolates, often describing them as the best they've ever had. Delivery is fast, efficient, and reliable, and customer service is highlighted as responsive, polite, and helpful, especially when resolving issues and providing clear communication. The elegant, secure, and attractive packaging receives consistent compliments, and the wide selection and ability to customize boxes are highly appreciated. Chocolates are frequently purchased as gifts, with recipients reportedly delighted, and customers value the in-store experience and friendly staff. Some customers mention occasional delivery delays and suggest minor improvements to packaging for gifts or personal messages. There are also requests for greater variety or availability of certain chocolates in custom selections, as well as minor challenges with gift presentation or messaging. Additionally, many customers express a desire for more physical shops and greater regional availability.
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Verified
Delivery was particularly slow.
Whilst I understand that the company advertises that the item will be delivered within 2-3 working days, my order took 7 days to arrive. I do find the £7 delivery fee to be quite extortionate given the length of time the order took to arrive. Moreover, the courier DHL informed me the package would be delivered on 23/7, gave me a timeslot, and then failed to turn up. The item was eventually delivered 24hrs later. What is the point of handing out time slots if they can't stick to it?
Verified
First online order.
This was the first time we had ordered online. We usually try to visit the store at Covent Garden when we are in London as the quality of the product is outstanding.
The online process was very straightforward and the website easy to navigate. However, it was the speed of the delivery that was most impressive. We ordered at approximately 7.00pm on Monday 11th May and the delivery was with us on Wednesday 13th. Having ordered numerous items from Europe online this was the fastest delivery We've ever had. Thank you.
Reply from neuhauschocolates.com
Thank you so much for your wonderful review! 😊 We're delighted to hear that you've enjoyed visiting our Covent Garden store and that your first online ordering experience was such a positive one. It's especially rewarding to know that the website was easy to use and that the delivery exceeded your expectations. Thank you for your kind words and continued trust in Neuhaus. We look forward to delighting you again soon!
Verified
Bought as a present for my partner, v who lives Neuhaus chocolates.
The order arrived quickly (24 hours to the UK) and the her was accurate. I can't vouch for how good they taste because I'm not allowed any!
Only negatives - why do you package your boxes with Neuhaus branding all over the box? If people are buying these for a gift, it means the receiver knows what's in the box! Please use a plain box! This is the main reason I don't order as often as I would like for gift purposes.
Reply from neuhauschocolates.com
Thank you for your feedback! We're delighted to hear your order arrived quickly and correctly.
We also appreciate your suggestion regarding the branded outer packaging. We understand that gift recipients may immediately recognize what's inside, and we'll be sure to share your feedback with our team.
Thank you for choosing Neuhaus!
Verified
It was a Father’s Day gift from the children, my husband was thrilled with his selection of chocolates.
Perhaps making chocolate selection easier with the different packaging options. Some of the selections of chocolates were the same, the only difference was the packaging. This took a while to figure out!
Reply from neuhauschocolates.com
Thank you so much for your lovely feedback! 💛 We're delighted to hear that your husband was thrilled with his Father's Day gift.
We also really appreciate your suggestion about making the different chocolate selections and packaging options clearer. We understand how this could be confusing when the assortment is the same but the packaging differs, and we'll share your feedback with our team to help improve the shopping experience.
Verified
Prodotti ottimi, servizio eccellente. Anche a chilometri di distanza i prodotti sono arrivati freschi anche in questo periodo di caldo tropicale. Ottimo anche il customer service che ha risposto velocemente e in modo molto cordiale ed esaustivo alla mia e mail. Top
Reply from neuhauschocolates.com
Thank you so much for your wonderful feedback!
Verified
The dark chocolate and raspberry Easter egg I ordered from Neuhaus online a few days ago for my wife was delivered within 48 hours, and the chocolate was fantastic. Given that you are a Belgian chocolate manufacturer, I am not surprised by the quality of the product, but we were delighted with the egg, and the speed of service. Very impressed, thanks. Will order from you again.
Reply from neuhauschocolates.com
Thank you so much for your wonderful feedback 😊
We’re delighted to hear that the Easter egg was such a success and arrived so quickly. It’s especially nice to know it brought joy to your wife.
We truly appreciate your kind words and look forward to delighting you again in the future 💛🍫
Verified
The Matisse tin was such a beautiful gift and of course the recipient was blown away by how delicious the chocolates are! Delivery was very quick too (which was a nice surprise at it didn't seem like it was going to be from the emails and notifications.)
Verified
Very happy customer
Bought some chocolates as a present, fast delivery, the packaging was great, and the recipient said the taste was delicious, I got a beautiful tote cooler bag as a bonus so very happy and I will order the chocolates for myself, very happy so thank you.
Reply from neuhauschocolates.com
Thank you so much for your wonderful feedback!
Verified
Customer Service very good. Poor courier service.
The customer service people were very kind and replaced a gift I had sent which did not reach its recipient, despite having been marked as delivered by the courier company to a hotel in the City.
Unfortunately the replacement gift did not reach it's recipient either. The hotel were telephoned by me on both occasions and throughly checked all the areas the packages could have been left. I was advised by Neuhaus that they do not oblige the couriers to collect a signature or photo which could prove the receipt. Sadly this means I won't be able to use them again.
Reply from neuhauschocolates.com
Thank you for sharing your experience, and we’re truly sorry to hear this 😔
We’re glad our team could assist and send a replacement, but it’s very disappointing that neither of the gifts reached the recipient. We completely understand how frustrating this must have been, especially after your efforts to follow up with the hotel.
Your feedback regarding proof of delivery is very important, and we will share it with our team and delivery partners to help improve this process.
Verified
Great service
My experience with Neuhaus customer service was very good. The team responded in a timely manner and was polite and helpful throughout the interaction. Communication was clear, and my questions were handled without much delay.
They were attentive and made sure the issue was resolved smoothly, which I appreciated
Reply from neuhauschocolates.com
Thank you for your lovely review! 😊
Verified
We order these chocolates but choose what to put in the box. We’ve recently celebrated a 40th wedding anniversary, birthday and a 70th birthday and were given vouchers so now have 3 boxes of deliciousness in our fridge !! Thank you Neuhaus for such gorgeous chocolate xx
Reply from neuhauschocolates.com
Thank you so much for your lovely review! 😊 We're delighted to hear that our chocolates were part of such special celebrations. How wonderful that you could personalise each box with your favourite selections, and even better that you now have three boxes of delicious treats to enjoy! 🍫✨ Thank you for choosing Neuhaus. We hope every bite is as special as the occasions you celebrated.
Verified
The quick delivery is important
I like the very quick delivery! It's amazing to long for the chocolate, order, and two days later you have it at home! In Sweden. Nowadays you order things on internet and it takes weeks to get it - and sometimes it doesn't come at all. It makes you hesitant to order on line. But Neuhaus is a big positiv exception! And the content is wonderful.
Reply from neuhauschocolates.com
Perfect!
Verified
Next Level Chocolates!
Your choclates are next level in terms of taste and presentation. We recently had a box delivered to a loved one for a special occasion complete with gift box and card. It was wonderfully well received! Keep up the good work!
Reply from neuhauschocolates.com
Thank you so much for your wonderful feedback! 💛
Verified
Delicious chocolates! We buy them from the St Pancras store if we are in London. However, I have purchased them online and they are Express shipped from Belgium and arrive on my UK doorstep within 48hrs. The chocolates are packed with cooling packs in warmer weather so they arrive in totally fresh condition.
Reply from neuhauschocolates.com
Thank you for your feedback 😊
Verified
Great experience, amazing chocolates
The quality of chocolates is truly amazing, the packaging and printed card are also of great quality and wonderful touches. I'm especially impressed with delivery as it was very fast, it was delivered to Croatia literally in 2 working days, and the packaging was very solid as there was absolutely no damage.
Overall, I'm absolutely delighted with my experience with Neuhaus.
Verified
I liked the efficiency and speed of the service, the possibility of tracking the shipment, and the quality of the product.
I think the online ordering process could be improved. For example, I was never able to order the personalized greeting card, and I found the invoicing process cumbersome.
Reply from neuhauschocolates.com
Thank you for your feedback 😊
We’re glad you enjoyed the speed, tracking, and quality. Sorry the ordering process wasn’t smooth, especially the greeting card and invoicing. We’ll share this with our team to improve 💛🍫
Verified
I like the presentation and explanation provided by store - near port de namur metro brussels. Just that the cost is high for my financial situation, I wish there could be offers for loyal customers.
Reply from neuhauschocolates.com
Thank you so much for your kind feedback! 💛 We're delighted to hear that you enjoyed the presentation and the explanations provided by our team at our Porte de Namur store in Brussels.
We also appreciate your suggestion about loyalty offers. We understand that price is an important consideration, and we'll be sure to share your feedback with our team. Customer feedback like yours helps us continue improving the experience we offer.
Verified
Amazing chocolate and amazing service
I love this chocolate such good quality and they deliver promptly and never any issues. I particularly love being able to make my own selection my only complaint is that not all of the chocolates from the full range are available to select when filling your own box but otherwise superb and whenever I go into a store I always receive the best customer service of any shop I have been to so a big thankyou to all your staff.
Verified
Excellent experience with ordering online.
The only thing I missed is not all options were part of "Fill your own box" e.g. I really like the Truffles but they were not available to order
Reply from neuhauschocolates.com
Thank you so much for your wonderful feedback! 💛 We're delighted to hear that you had an excellent experience ordering online.
We also appreciate your suggestion about the **Fill Your Own Box** selection. We understand your disappointment that our Truffles aren't currently available as part of this option, and we'll be sure to share your feedback with our team as we continue to review and expand our assortment.
Verified
Everything was perfect, but having to deliver the chocolates to an island it took more time than what was indicated in the website and unfortunately they arrived after Easter, luckily they were not meant as a present for kids but it has been still not nice to have to explain
Reply from neuhauschocolates.com
Thank you for your detailed feedback 😊
We’re really glad you were happy with the quality and service. We’re very sorry though that the delivery took longer than expected and arrived after Easter, especially given the distance. We understand how disappointing that must have been.
We’ll share your feedback with our delivery partners to help improve this for future orders. 🍫