Knoops Omdömen 

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

I placed a £78 order online with this company on Sunday 1 December and the order confirmation email stated 'free next day delivery'. I expected this to be on Tuesday (discounting the Sunday). When no notification or parcel was received, I contacted them. Two days later I received an email from 'Customer Happiness' (!!), stating that there was a delay in orders being sent out because of Black Friday and they couldn't provide an estimate of when my purchase would be sent out or when I would receive it. They had, however. taken the money on 1 December. Meanwhile, I was receiving emails encouraging me to buy more products, even though they had stated that they couldn't send out orders they had already received. Then I received an email asking me to rate the help I had received from Customer Happiness. I certainly rated it as 'appalling' - the worst customer service I had received this year. Buyer beware! A company which takes your money, can't say when it will send out your order, says it has problems sending out orders it has already received but keeps encouraging you to buy more. Is this a good company? Form your own conclusions from my sorry experience.

Yes you're not cheap but you make the greatest milkshakes and hot chocolate ive ever tasted.

Delish! My favourite is a 60% mocha 😋 Love the stores and the home experience

It’s so great, I go to the one in Chelsea all the time!

Tried making a Knoops at home and turned out great! Used the Smeg and worked perfectly.

Excellent products. Fast delivery.

The best at home hot chocolate you can get! The 43% flakes were to die for and I even used their recipe tip for adding orange. I can’t wait to buy some of the hot chocolate selection boxes for my kids this Christmas.

Knoops is the best! They have so many hot chocolate options 😍 It was the best I've had in the city. The staff was incredibly helpful and knowledgeable. Keep it up!

ABSOLUTELY RIDICULOUS!!!!
Downloaded app for the first time and ordered small hot choc with chilli spice to collect for later.
Ordered at 12:13 to collect at 16:20 as i had some event to go to. Went to store to collect it at 17:20 as i was running late and upon arrival the staff told me that my drink had been sitting out since 12:13 as they were busy and they made my drink in advance.I politely said that I wasn’t supposed to collect it until 16:20 anyways hence i dont think its fair for them to give me a drink that has been sitting on the counter for more than 5 hours. Another female worker then said to me that i should try it as even it was made at 12 it is still ok to drink. Despite my answer, they went ahead and reheated the same drink and all of them literally kept forcing me to drink it while I politely kept declining by saying that i cant have this drink because its not sanitary and safe.
Then the staff kept smirking at each other, one woman pointed at the guy with hand gesture to make me a drink. The guy was so rude and kept mumbling something, got in such bad attitude and made me new drink. I said thanks and left the shop. After 5 minutes of walking i took a sip and my whole upper lip and throat started burning so bad. Mind you, i am indian and have very high spice tolerance and i was literally gasping for air it was enough to unalive a frail person. I am currently recovering from a flu and i was sweating just after a sip. I have never had such sharp spice in a single sip in my whole life. Absolutely ridiculous. The corporate should check the cctv footage and sack the employees who made fun of me, patronised me infront of other customers and purposely tried to cause me bodily harm. It was enough chili to send anyone to the hospital and there is no way i will leave the matter like this. If corporate fails to resolve it, i will file a police complaint to get the employee charged for trying to cause me intentional bodily harm/injury.
How can one POC be so patronising to another POC to the point that they are ruining someone’s health?

You do know you can buy two bars of Green and Blacks chocolate, grate it and spend just £4, instead of buying Knoops flakes for )12 for practically the same volume.

Both are premium products, so why the price difference?

I love the experience of the stores, but can’t possibly give a good score when your chocolate flakes are so overpriced.

Knoops make the best hot chocolates out there! Always taste amazing, love the variety to choose from and all the extras you can add on and really great they have loads of options for vegans. Store visits are quick and ordering on the app is brilliant for when you’re in a rush.