Knoops Reviews 121

Both toilets in the George street,Edinburgh branch had no hand soap and wasn't replaced after I asked at the till. Hot chocolate expensive for what it is. Complained to Knoops customer service and no reply. Clearly no care for hygiene.

I ordered next day delivery on Sunday, for Christmas gifts. They had a message on top of website saying to order by the end of Sunday to get express next day delivery. So due to this I ordered and paid for next day delivery.

It's still not been dispatched and it's Christmas eve now. Seems like this is a common problem currently. Feels their messaging was deceitful if all December they've had problems. Still I have received no response despite trying on phone, email, Facebook. If there's been a huge demand they can't cope with they should be communicating it ASAP.

Instead they literally sent a marketing email this morning titled "Christmas Eve. Zero gifts. No problem." where they're trying to sell gift cards!! Feels so rude in the context of them being the reason I'm missing a gift!

Customer service is effectively non-existent. The phone number doesn’t work, emails go unanswered, and there’s been no acknowledgement at all. Two days after ordering, the item hasn’t even been dispatched—despite paying for next-day delivery. Simply unacceptable.

Ordered on line and have paid extra next day delivery. However customer services have now responded and apologised for delay and will refund the extra postage cost. I wait to receive the goods however…

Ordered gift sets as Christmas gifts for friends who live abroad. It took them more than a week to dispatch the order, even though there was absolutely no warning that it would take that long for them to process orders. Their website says it takes 3-5 working days. We missed the cut off date to ship the gifts to our friends. Tried to contact their cs via email and online form but still have no response from them at all. Ridiculous that they don't care about customer queries at all.

Well that's a new one on me.
On their tea menu there is fresh mint tea.what I actually got was a cup of hot water with some mint leaves in for £2.90 and it didn't even taste like mint, if it's on the tea menu it should contain tea at a minimum very disappointing.

I was gifted a voucher which is in date and have proof of the transaction from the person who gave it to me. When I went to use the voucher however in the Bristol shop, I was advised that it had not been activated and to contact customer services. I have now done this twice via the Knoops website with no response at all - very disappointed. Especially after placing a recent large online order which you can't use gift vouchers for!

Customer service is a template based operation here. Tried to cancel my order 2h after ordering on a Sunday because I changed my mind. Even though it got dispatched on Monday, I still received a reply later that oh it's too late to cancel once it's been dispatched (maybe do a check before processing if anything came from the customer??). No bother, I asked for return procedure and got hit with an address a few days later and short instructions asking me to note what was wrong with the machine. Clearly no one bothered with reading my email... I sent it back with my reference number because what else could you possibly need? I supplied them with tracking information and waited until it gets delivered . Success! Except knoops is ignoring me now, holding my humble sack of coins hostage. Weird flex knoops, but okay. Failing at basic customer service and relations. Can't wait for their next correspondence which is bound to be asking to rate their service rather than to answer my query.

Visited the store in Knightsbridge, Brompton Rd…Great hot chocolate and delicious almond croissants and even better customer service! Thank you for the lovely experience, will definitely be coming here again.

Great store in Cambridge

I went to the Leeds store and I’ve never had an experience like it. I needed to pick up some hot chocolate flakes but wanted to try a hot drink while I was there. I asked the man working there what he could recommend in a mocha and he did not disappoint. He made it his mission to find me the perfect chocolate to pair with the coffee and recommended different flavour pairings for each chocolate he let me try. I felt really well looked after and I will definitely be going back for more. I didn’t catch his name sadly, but he clearly loves working there and made it a lovely experience.

Incredible chocolate, 34% with seasalt is heavenly

Visited the Cardiff store - totally underwhelmed to be honest! Service incredibly slow - hot chocolate with cream and marshmallow but no spoon to fish out the marshmallow. Stools too low for the counter - tables too low for the chairs. No internet access available - my phone gave up after waiting 30 minutes for it to open. App doesn’t seem to bother to send confirmation email. Maybe 3* is generous …

My parcel is lost it has been in the West Midlands for three days now
I have tried to contact customer service but I've had no response
I am out of pocket and I do not have my order
Very frustrating and disappointing

I asked if the chocolate was sustainably sourced ie rainforest alliance, & the assistant said she had no idea.
Enough said.

We went to the Nottingham store today, which we have visited before on a few occasions. This time, we unfortunately felt that the woman serving us was hostile and not friendly or warm at all- very different to the other experiences we have had. It was quite a negative experience and it’s put us off going again.

Experienced a trivial issue with the app when ordering in-store (Cambridge, UK) so, per the advice of the in-store TM, emailed customer support. No response, not even an auto-reply acknowledgement. As a company they seem to be growing but their customer service is certainly lacking. PS: that TM was attentive. The next time we visited it was another set of staff and they barely acknowledged us, preoccupied w/ chatting and making drinks for their colleagues who were off that day (maybe don't advertise that so loudly). Seems like the policy of Knoops is to ignore customers. Shame, great product otherwise but small things like this leave a bitter taste.

Friendly relaxed atmosphere, the coffee is amazing!

Just visiting York and found this shop, we were so very impressed with how lovely this coffee is we returned a couple of hours later.

If you like coffee, try this place.

Thank you to Kit, you made a difference today.

Ordered item with next day delivery, days have passed and says on its way,courier site says awaiting parcel, took day of to accept parcel ,sent 2 emails to customer service, no reply to any,signed up to get 10% of 1st order only to be told item not applicable for code

The lads at the Richmond branch who served us on Thursday morning were the nicest - they were so helpful !