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I've been waiting for over a week for 6x Chocolate Logs from Hotel Chocolat (Buy Chocolates - Luxury Chocolate Gifts at Hotel Chocolat) which were going into the hampers I'm making up for Christmas presents, the rest of the order having arrived 2 weeks ago. Today, I had delivered a long box of chocolates from them, that I hadn't ordered...
So I rang them up to find out what was going on. After being on hold for aaaaaages, I finally spoke to a very pleasant young lady, who said that because the Chocolate Logs weren't going to be in stock before Christmas they had 'upgraded' my order free of charge to the box of choccies. 'Oh' says I 'that's no good, I can't split that between 6 people. And you didn't ask me if that's what I'd want as substitute'. She said 'Aaah, that is a problem isn't it?' and went off to confer with her superior.
Upshot is, I get to keep the box of choccies, and they are sending 6 individual boxes of choccies by 'Gold' overnight delivery. No extra charge, no arguing, and a very pleasant & sincere apology for cocking up. Brilliant
So I rang them up to find out what was going on. After being on hold for aaaaaages, I finally spoke to a very pleasant young lady, who said that because the Chocolate Logs weren't going to be in stock before Christmas they had 'upgraded' my order free of charge to the box of choccies. 'Oh' says I 'that's no good, I can't split that between 6 people. And you didn't ask me if that's what I'd want as substitute'. She said 'Aaah, that is a problem isn't it?' and went off to confer with her superior.
Upshot is, I get to keep the box of choccies, and they are sending 6 individual boxes of choccies by 'Gold' overnight delivery. No extra charge, no arguing, and a very pleasant & sincere apology for cocking up. Brilliant
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