October 2025 by K T
Popped in recently to buy some chocolate flakes for our new velvetiser. We were struggling to decide and were approached by a member of staff, I believe her name was Mandy. She was super helpful and let us sample one we weren?t sure about and we loved it! Had a lovely chat with Mandy and left with a few boxes of chocolate flakes and had such a great experience. Mandy is an absolute asset to the team.
October 2025 by Gordon Workman
Meet Mandy ? This is what excellent customer service looks like. I had the pleasure to visit Hotel Chocolat and the cleanliness, the layout and the quality of the produce is evident throughout the shop but the best thing for me was the passion of the staff. Knowledgeable, friendly, fun.
My simple /coffee/ ice cream was transformed into a quality hour in a quality shop with quality people.
The Hotel Chocolat story is well explained throughout and the chocolate passion is everywhere. (The ice cream is unique and is a must try) !
This is a recent store opening in the Silverburn Centre and I hope this branch does well ??. Situated near the entrance, it is a haven of tranquility for anyone who needs a quality break from shopping.
I mean, who doesn?t like chocolate ?
September 2025 by Eva Massey
I visited this store around a week ago with my boyfriend and younger brother, I work in retail myself and know from experience that the worker named ?Eilidh? was working to the best of her ability and couldn?t have made our shopping experience more enjoyable if she tried. She was super helpful and kind with a smile on her face the entire time despite the shop being busy and most likely chaotic work environment with customer needs. Eilidh?s service would encourage me to return to the store again in the future!!
September 2025 by Frances Gray
Salted carmel hot chocolate with side cream delicious ? been visiting silverburn store for last 8 wks excellent ?
September 2025 by Andrew Blair
Great Coffee! 11/10
September 2025 by Morgan Halliday
I worked in retail myself for 5 years, I understand no one can be expected to have a smile plastered across their faces 24/7 but you would honestly think staff member by the name of ?Eilidh? despised me, I popped in today around 1 o?clock-ish ( for the 1st time) with my partner & with my younger brother, it wasn?t overly busy but there were definitely no shortage of customers who were sitting down , we were the only 3 in the line , and she was at the till staring at us dour faced, monotone voice , short one word questions over all rude , but of course we all remained polite , we later agreed there was definitely a bad energy coming from her for no apparent reason ? We were all polite , smiles please and thank yous, I later made eye contact with her and she just looked into my eyes with her face absolutely tripping her and then she looked away? the other staff members were really nice , again I understand people don?t have to have a smile plastered across their faces 24/7 however, she was unpleasant no way around it .
August 2025 by Fi Boyd
Couldn't rate this wee shop highly enough. Lexi is very knowledgeable & helped with the decision of which chocolates to buy. Super friendly and super helpful. The cafe is also lovely and my goodness are these chocolates tasty! Especially the rose & violet ones. Thank you lexi x
August 2025 by Chanel J
drinks were great, I loved the ice cream it was fantastic
July 2025 by Jen R
Popped in to take advantage of the 3 for £14 as a weekend treat and then spotted some vegan chocolates. My young son is dairy free and can be picky, so we were debating buying any for him as they might go to waste. Lexi was wonderful and paid for a pack herself for him to try. Her customer service was wonderful from start to finish, very friendly and informative about the loyalty scheme which we signed up for too. And my son loved his chocolates - thank you Lexi!
We'll definitely be back in the near future.
July 2025 by Tom Aldridge
I usually find that Hotel Chocolat is an overpriced Chocolate Shop with boring staff who just want you to buy something and leave but this experience has now been surpassed by the AMAZING experience at Silverburn Store. The staff greet you and are so helpful, friendly, bubbly and generally want to spend time with you, not just to make you buy something. Its changed my perception of Hotel Chocolat and a extra shout out to Jenny who was just the loveliest person ever. Made me feel so welcome and was so accomadating. She went the extra mile and really made the experience extra special. If visiting Silverburn store alone wasn't enough to change my perception of Hotel Chocolat, Jenny certainly did. Keep going guys, you should be a template for all future stores.
July 2025 by Carole Myall
Beautiful chocolate has excellent quality but a bit pricey
July 2025 by H R
Shreya our server greeted us with such a genuine pleasant smile , asked the right questions, even offered the VIP membership with a 20% discount. Drinks were exactly as advertised, and rest of the staff were so cheerful and helpful . I will be back !
7****** Stars
July 2025 by Lynn Sutherland (lyn)
Good range of Hotel Chocolat products. Fresh, clean shop. Very tasty hot chocolate as expected for this chain. Staff were helpful particularly Lexi who was friendly, professional, knows her product range & makes it clear good customer experience is important. Highly recommend
July 2025 by Collette G
Visited with my mum today. Both staff working at the cafe were super friendly and helpful. Makes such a difference to your overall experience. Hot chocolate with cocoa whip was delicious as always
July 2025 by Ama Sulter
Absolutely amazing service from Lexi, who made sure we found the perfect gift for our colleague. Thank you so much!
