Review summary
Customers consistently praise the exceptional quality, rich taste, and luxurious flavour of the chocolates, often considering them among the best they have ever had. The delivery service is frequently described as fast, efficient, and reliable, with many orders arriving quicker than expected, including international shipments. Customer service stands out as responsive, friendly, attentive, and effective at resolving issues. Packaging is widely appreciated for its elegance, protective qualities, and suitability for gifting. Customers also value the wide range of flavours, customization options, and seasonal or special edition offerings, and often purchase Neuhaus chocolates as gifts or for celebrations, noting the delight of recipients. The online ordering process is generally found to be easy and efficient. Some customers express disappointment about the limited number of physical Neuhaus stores in their country or region, wishing for broader in-person availability. There are occasional concerns about branding or minor damage to packaging during transit, as well as isolated negative experiences with deliveries or order issues. A few customers mention that they would like even more variety or flexibility in the offerings, and some note issues with user-friendliness, address formats, or specific feature limitations during the online ordering process.
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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
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
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!
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
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
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. 🍫
Verified
Fantastic Customer Service
I had an issue with the courier service who delivered our order and the response from Neuhaus exceeded all expectation's. It was the most straightforward resolution possible and a rarity with most companies today. Great quality product, packaging and outstanding customer service.
Reply from neuhauschocolates.com
Thank you so much for your wonderful feedback 😊
We’re delighted to hear that our team was able to resolve the issue quickly and smoothly. Providing a straightforward and supportive experience is very important to us.
It’s also great to know you enjoyed the quality, packaging, and overall service. Your words truly mean a lot 💛🍫
Verified
Wonderful experience. Wonderful chocolates
I was very impressed with the website and the amazing selection of hoodies to choose from, how quickly my order was processed and how soon it arrived at my address in Scotland. The chocolates are so delicious, all very different and all super tasty and well balanced flavours and sweetness. The packaging is exquisite too. I will definitely be buying from you again. 🦋
Verified
As a frequent buyer we appreciate the fast and professional deliveries. We have communicated few time via customer service, request of additional gift bags.
Always fast and prompt answer back. We can strongly recommend Neuhaus, even for delivery faraway like Sweden.
Reply from neuhauschocolates.com
Thank you so much for your continued support and kind feedback 😊
We’re delighted to hear that you’re happy with our fast and professional deliveries, as well as the prompt service from our customer support team.
It means a lot that you would recommend us, even for deliveries as far as Sweden. We truly appreciate your trust and look forward to serving you again soon 🍫
Verified
The variety and quality of the chocolate is excellent, and the staff at the St. Pancras shop are professional and friendly. I also appreciate that you don't have lots of plastic on your packaging.
Reply from neuhauschocolates.com
Thank you for your wonderful review! 😊 We're delighted to hear that you enjoy the variety and quality of our chocolates. It's especially lovely to know that our team at St. Pancras made such a positive impression. We also appreciate your recognition of our efforts to use less plastic in our packaging. Thank you for your support, and we look forward to welcoming you again soon!
Verified
Bon service bien arrivé à destination. Cas particulier.
Par contre le site devrait être plus "user friendly". Il faudrait mieux distinguer les expéditeurs et les destinataires qui peuvent être différents. Prévoir les zones adéquates pour le téléphone et l'adresse mail (une seule actuellement).
Certains destinataires n'ont pas forcément de mail. A tester plus soigneusement.
Verified
The best. There are many brands and types of pralines, but none come close to the first and only Neuhaus. In the Netherlands there are very few shops that sell Neuhaus but I order directly from their website which is fast and efficient. Moreover, they nowadays have the option to fill a box (two sizes) with your own choice, which I really like!
Verified
Great shop experiences, especially in store. Fantastic qualitative products, great creations according to special occasions, collaboration with Marcello was also a big success. We're big fans!
Reply from neuhauschocolates.com
Thank you so much for your wonderful review! 😊 We're delighted to hear that you enjoy both our in-store experience and our chocolates. It's fantastic to know that our creations for special occasions have made such a positive impression, and we're especially pleased that our collaboration with Marcello was a success for you. Thank you for being such loyal fans. We look forward to welcoming you again soon!