Matt Brake

A good product, but expensive for what it is. As a special treat, maybe, but expensive. Note the tins are all the same, plain tins, with stickers on them to denote the different contents (birthday, christmas, etc), rather than being painted tins, which was slightly disappointing for me (although they dont claim anything different). The taste and quality of the biscuits is very good, but the cost and slightly disappointing tins reflect the 3 star only review.

I switched to ii about 18 months ago and I've been very happy with the switch, despite being with HL for years beforehand. Recently I had to engage directly with their customer service team for a query on my SIPP. I spoke to Lois who was so patient with my ignorance and questions, and so clear with her clarifications and advice. I'm very happy I switched to ii.

Website easy to use, price was great and delivery prompt.

I had a problem which left my vehicle immobilised. I tried to use the GF app, which has great features but not enough flexibility to handle my specific issue. Calling GF direct, the operator was friendly, but failed to note important factors I explained about the problem. This meant that the first recovery vehicle sent to help me was unable to help, and it was over 16 hours before a second suitable recovery vehicle was sent - the delay being that GF failed to bother to deal with the approval for the second vehicle AND WORSE failed to tell me they didn’t intend to approve it. I had to chase them after waiting overnight for help, to hear that they decided I was not covered on a technicality and had to organise my own recovery.
I will not ever use them again.
Not because they decided my issue was not covered.
But because they failed to let me know and left me waiting with the car, immobilised for over 16 hours, believing help was on the way. Customer care is not a concept they understand.
UPDATE : See their offer to reach out and help below.
I followed through on this, and they wanted me to make all the effort in explaining what had happened, multiple times in different ways, all at my time and cost, to help them improve their processes (maybe). I gave up in the end, it was just terrible the amount of people they expected me to engage with, none of them passing on information from my previous conversations... just a massive waste of time trying to engage with their 'customer service' team, who just seemed to put in place more and more blockers and obstacles to stop me being able to make a complaint on their systems. It is transparent that they knew they failed this customer and had no desire to address my issues, despite being a customer of many years who only on this one occasion tried to use the 'service'. Very, VERY poor.

To begin with, I had trouble placing an order due to a problem with the billing module on the site, which kept telling me I was failing the robot-check (I'm not a robot - honest!) But the next day it was working fine again. The products are great and I've had positive experiences with the support team too.
... I've since updated my 4 stars to a 5 star rating. This is due to two factors... my experience with the products is a bit more mature now, and I have been getting on really well with them... enough to become a regular subscriber.
... also, I have had an incredibly positive experience with the support team, who seem to really value their customers and want to engage with them. This is the kind of customer support I didnt think existed any more. Thank you to Elena and the rest of the fourfive customer support team. You are awesome.

Ordered some products and one was delivered with damage. Debby were very good, quick and efficient to send replacement and it even got to me before Christmas. Great service.

Wonderful products on a lavish, attractive site, which works quickly and intuitively. Well done, Hotel chocolat!

unexpectedly efficient and pleasant to deal with - what a great customer service team linked to their on-line chat help!!! Many thanks to Faizan and his colleagues... highly recommended.

Great product and easy to construct if you take your time and use all the different instructions available.