Montezuma's Chocolate Anmeldelser 

I recently had a disappointing experience with Montezuma’s customer service. A straightforward issue turned into a prolonged and frustrating process involving delays, inconsistent communication, and the withdrawal of an agreed resolution. I had to follow up multiple times and escalate the matter simply to receive what had already been promised.

Although the replacement items eventually arrived, the way the situation was handled fell well below the standard I would expect. The products themselves are good, but the customer service experience was not. I hope Montezuma’s reviews its processes so other customers don’t face the same difficulties.

I was looking for some chocolate treats for a Customer Services department at my place of work for a hectic and challenging tax year end period.

I had to find something that would be nut free and cater for vegan. Having had Montezuma's before, I came across their website and put in an order to the value of around £185.

Unfortunately, Evri left the parcel on a bank holiday (i work for a bank!) outside the building for all to see. I managed to get a staff member to go in and check the next day, it had disappeared.

It took around 2-3 weeks for Montezuma to get a refund signed off, even though i had sent the Evri emails from their CS manager saying that they fed back to their courier.

So, got a refund, put in another order (this time to my home address) and got a discount code which was appreciated.

However, Evri lost the parcel...I asked if Montezuma could use a different courier and resend out.

What I find is a huge friction is getting hold of someone at Montezuma, no phone lines for online orders and around a 5 day turnaround when via email. This time they said they will process a refund and only use Evri. It is a shame they have not tried to rectify this and I mentioned i would have to source another company to get the treats, however, we are over a month on so a little too late.

Poor.

Absolutely love the products but find it’s better to go through Amazon. Actually awaiting my products and can’t seem to contact company in any way or get a reply but my products I’ve purchased have been lost by the courier so hoping to get a resolution to this.

Ordered a delivery and they never even shipped the order. Eventually they replied to my email and instead of resending just refunded me. So now without the chocolate we ordered

Lovely chocolate however the delivery experience is shocking. I paid £7.50 for next day delivery and once I received the tracking details the parcel was due 4 days later, I am disgusted. This is about the same amount of time for standard delivery.

Only half my order arrived, still no reply to my emails about it after several days - missing the birthday it was intended to be a present for. Can’t recommend

Used to be some of the best chocolate out there, now it's disgusting. Since they were bought out they've changed the recipe and the milk chocolate buttons taste rank. Just sweet, no flavour. I won't bother buying them again. Sainsbury's taste the difference chocolate is better than this.

Had a simple question about packaging. 3 weeks and no reply to my emails, not even an acknowledgement. These small companies always make out they care more about people and the environment but in reality as they grow from small to medium size they loose their way. They make great claims in the press and on their packaging and on their website about recycling packaging but as the customer does not know what the inner sleeve on chocolate bars is made of its impossible to recycle.
They can only be getting a couple of customer enquiries a day, how hard is it to reply but then the problem is not the logistics its that they just dont care. Copy of my unanswered email below. Let me quess they will reply to this review with a "just reach out to us". I have done!!!!!

copy of email

"much as i appreciate your efforts regarding recycling unless i have
missed something you seem to have missed the obvious. Where do you
recycle the inner packaging on bars. The bar states lots of feel good
eco recycling words, then refers you to the website. The website
states the same generic recycling phrases. The online chat advises;

The inner wrapper of our chocolate bars is widely recyclable. You can
dispose of it in your local recycling bin, provided your local
recycling facility accepts such materials. If you have any further
questions about recycling or our products, feel free to ask!

But nowhere does anything seem to state which bin do you put the inner
wrapper in, cardboard or composting or home composting or plastics or
supermarket film recycling

If the consumer does not know then all your efforts have been wasted
which is a shame.

The outer box is obviously cardboard so no problem there but the inner
wrapper could be anything."

We love montezuma chocolate, the flavour is great and they have some excellent choices available. A particular favourite is the absolute black - especially at Easter and Christmas when they offer themed choices not available with other brands. Well done Montezuma!

I’ve been a fan of montezumas black and also orange and black with cocoa nibs bars for a long time.
Lately I’ve noticed there are barely any nibs in the choc orange bars. And im sure they also used to be 100g but now down to 90.
Feel like getting less for my money now.

Their white chocolate buttons used to be absolutely brilliant. Have just bought a pack and their new recipe is the complete opposite of that - the first taste is like cardboard and the buttons are tiny. I won't be buying again unless they change it back - such a shame as they were the best out there before!

Had an issue with the delivery of a product and cannot get through to customer service on the phone li es. Not a good user/customer experience.

I placed an order which never arrived. Montezuma's had apparently created the shipping label with Royal Mail and just never handed the parcel over based on the tracking. I got in touch with customer services who organised a replacement, but exactly the same issue has happened! I'm very doubtful I'll actually receive anything, which is very disappointing after trying to find new good quality chocolate suppliers. Absolutely wouldn't recommend trying to buy from Montezuma's directly if you want to receive your items!

I bought some Peanut Butter Snowballs from Montezumas, they are among my annual favourites so I try and stock up.
Lovely chocolates as always, sent speedily and to my shame, one bag has already been thoroughly enjoyed!

Amber/3 star rating because these were products that did not require so much brown parcel packing paper in the box.
For context I ordered 13 bags - the bags are akin to buttons share bags in size, the brown packing paper half filled a 50 litre bin bag and that was despite folding the paper to get it as small as possible!

It’s all very well companies moving away from plastic packaging but it defeats the object when they seem to treat brown paper packaging as something to use reams of when packing parcels.

The one star is not for the product which is excellent and delicious. I have been a customer for many years and the service has been excellent.
Regrettably in the last few months that has deteriorated.

UPDATED: After contacting Montezuma their response was amazing. The best customer servicer I have experienced in a long long time. Thank you to Simon et all. Bloody brilliant - THANK YOU.

Best chocolate out there in my opinion. Great selection! A thousand times better then Cadburys which is just awful nowadays with hardly any chocolate in any of there bars.

Lovely texture and flavour organic chocolate buttons
I like the new reward points too looking forward to the super Easter eggs

Superior chocolates made by a British company. I bought a box of 16 truffles for us to share at Christmas. The chocolates with lovely and I would like to be able to buy them more often, but due to availability of the truffles and my local Brighton branch closing I am unable to. The postage is too expensive to pay for just one box. I would love to know if there is any shop near Eastbourne, East Sussex that sells the truffle boxes?

Fabulous chocolate from a lovely UK chocolatier. Very easy to order on line. I bought a range of different flavours and cocoa %s. My favourite are the mini dark mint bars (perfect after dinner snack) but they are all delicious. I wouldn't hesitate to order again.

They say money can't buy happiness, but I beg to differ now I've discovered Montezuma's 'Happiness' - best money I've ever spent!! I also bought the white chocolate peanut butter snowballs, which we absolutely delicious.