KNOOPS Reviews

Name: KNOOPS
Address: 4th Floor, 18 St. Cross St, London, 4th Floor, 18 St. Cross St, London, London
Rating: 4.35

4.4 Rating 193 Reviews

83 %

of reviewers recommend KNOOPS

4.4

Based on 193 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 93%
Accurate And Undamaged Orders	97%
Customer Service
Communication Channels	Email, Live Chat, Telephone
Queries Resolved In	6 - 12 Hours

About KNOOPS:

Jens Knoop has had a strong relationship with chocolate since his childhood in rural Germany. In 2013, he decided to share his passion and opened the first Knoops store in Rye, East Sussex. Today, our expertly crafted chocolate drinks and coffee can either be prepared by one of our Knoopologists in store, or created by our customers themselves at home.

We are experts in the craft of creating the perfect drinking chocolate - a process we call 'Knoopology'. The Knoops concept is based around our carefully curated percentage menu, which offers a wide range of chocolates to suit all tastes. Our real chocolate flakes can be used with one of our hand-picked hot chocolate makers to create the unique Knoops experience at home.

Visit Website

Email:

hello@knoops.co.uk

Write Your review

Tell us how KNOOPS made you happy

Help future customers by talking about customer service, price, delivery, returns & refunds.

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

KNOOPS 5 star review on 4th January 2025

Anonymous

KNOOPS 5 star review on 8th December 2024

Aileen

KNOOPS 5 star review on 26th November 2024

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I bought a hazelnut iced latte, after left the cafe, I notice my coffee taste like something gone off, when I look the coffee it was all cuddle up, seems like they might have used out of date milk. This was my first and last order from them, not a good experience. I used 3voucher and paid only £1 but its not even worth”

Helpful Report

Posted 1 month ago

“I placed my order Feb. 13 and despite opting next day delivery for almost 10days and sending 2 emails my order still not yet deliver. Order no. 78529”

Helpful Report

Posted 3 months ago

Hello, thank you for the feedback and sorry to hear this has been your experience with us. We have looked into this and have been advised there was an issue with the shipping address and the order was resent once the issue was rectified. Hope you enjoy your Knoops at home and let us know if there is anything we can assist with.

Posted 2 months ago

“Went into your Newcastle store to try Knoops for the first time excited to try what they offered. Despite there being 5 members of staff behind the counter I felt ignored and in the way. Waited long enough then just walked out. Would not encourage me to try again. Wasn't even busy. Poor customer service.”

Helpful Report

Posted 3 months ago

Hello, we are sorry to hear that you were disappointed with your experience at Knoops. We expect a high level of customer service and will share your feedback with the store manager to investigate. If you’d like to send more details to hello@knoops.co.uk then we will get back to you.

Posted 2 months ago

“Came here on Sunday and waited 10 mins to be served. The man then said it would be another 15-20 mins because it was only him working. Surely on a busy Sunday morning in Knightsbridge you would have more staff working? Very disappointed. We left without trying it.”

Helpful Report

Posted 4 months ago

Hi there, We apologise for the long wait time, we are constantly trying to improve the way we make our hand-crafted drinks and our customer experience – to try and keep these wait times as low as possible and we’ll share this feedback with the Knightsbridge store team.

Posted 4 months ago

“We waited 15 minutes only to be told they were closing so we couldn’t be served. I asked why they didn’t put a closed/ closing sign up if they weren’t going to serve us only to be told they weren’t allowed. I thought the staff were a bit rude and customers shouldn’t be turned away when they have been standing in the queue.”

Helpful Report

Posted 5 months ago

Hi, thank you for the feedback and sorry to hear this was your experience at our store. I will pass this onto the team as we expect high standards for our customer service and they will look into it. If you would like discuss this further please reach out to hello@knoops.co.uk

Posted 5 months ago

“I ordered a hot chocolate through deliveroo and it was only half filled and cold”

Helpful Report

Posted 1 year ago

Hi Laura, So sorry you had a problem with your Deliveroo order. Please can you send us more information to hello@knoops.co.uk so we can rectify this.

Posted 1 year ago

“Erratic - for a place that is supposed to allow fine tasting, the people who make stuff are somewhat inconsistent”

Helpful Report

Posted 1 year ago

Hi there, thank you for taking the time to leave a review. I'm sorry that you were disappointed with your visit. Could you please send an email to hello@knoops.co.uk to let us know which store/date/time you visited so we can feed this back to our store team.

Posted 1 year ago

“Do not trust them with your data!! They have zero regard for it or their customers. I have emailed them several times asking them to remove my details from marketing lists. No response(s) and am still getting spammed constantly. The unsubscribe option clearly does not work. Now having to report them to the ICO. I ordered several items (vegan) online and all are way too sweet - even the higher cocoa content products. Definitely not worth the price tag. Far better quality and value elsewhere.”

Helpful Report

Posted 2 years ago

“I went to Knoops after a friend recommended me the place.we were in Knightsbridge so I said let's pop in. I noticed when my friend was being served the Asian lady did not even say hello. Instead my friend said hi...can I get a...( My friends been here before) I was next and was so confused what to get with so many boards. The lady looked at me so I looked back and waited for her to say hi. There was no warm welcome or advise how to select the hot chocolate. I asked for a 65%, Colombia. I also asked for a marshmallow which had to ask for. Cream or any toppings were not offered or advised. I got my hot chocolate. It was not hot. I asked for it to be reheated. The lady making the chocolate reheated it. Over all you had three staff and they could not care less about there customers. Not a great experience and unprofessional,with 3 young staff who could not careless,serving on a Sat night around 9pm on 8th April. Would I spend £7.15 and revisit... ABSOLUTELY NOT!”

Helpful Report

Posted 2 years ago

“I bought there milk chocolate and dark chocolate flakes. Was excited as last time i bought real flakes the drink was amazing. However upon making the drink with there flakes it was bland, weak and didnt really taste of milk chocolate. Not even nrought myself to try the dark one i was so dissapointed. I made a hot chocolate a gee hours layer out of my own chocolate and it was amazing. 250grams of cheap chocolate flakea is mot what i was expecting for over 10 pounds. Might aswell just buy ypur own chocolate and mix it into hot milk. Very let down, last time i bought real flakes there was other thinga than chocolate in the mix and it was very nice. Avoid and buy your own chocolate. Thats all it is.”

Helpful Report

Posted 2 years ago

“Having complained that I never received my order #17238 Knoops email me to state they have refunded me delivery plus one of the 4 chocolate tube costs that I have paid for and then ask me to edit my review!! Knoop send it to the wrong address, and only refund one quarter of what I have not received? Why not just resend the complete order to the requested address or is that also ‘a temporary IT issue’?? Shocker!”

Helpful Report

Posted 2 years ago

“The issue hasn’t been dealt with. I still haven’t received any kind of communication from Knoop about the wrong order I received. No One has sent me any emails today.”

Helpful Report

Posted 2 years ago

Hello Sharan Please check your spam, I can confirm the team contacted you today. Knoops

Posted 2 years ago

“You don’t accept cash. Walked into the High Street Kensington shop and was told with a smirk, sorry cards only. I have cards but don’t carry them when I go swimming in the early morning at the Serpentine due to security concerns. Upended my morning. Not accepting cash is a form of discrimination that excludes the elderly, the poor and the tech phobic of which there are plenty. Not having a cash drawer also sends a message to your employees that you don’t trust them. So the sweetness and light that is your brand conceals a cynical cruelty to all who don’t fit your ideal consumer profile. It’s shameful. I know you don’t care about my business, I’m only worth a hundred or so a year but sadly I will not be stopping by any of your stores, with my card or without, ever again. And I really did like your products. Sad.”

Helpful Report

Posted 2 years ago

“We’ve bought several machines initially for ourselves and then as presents, we loved the idea and the hot chocolate! One of the presents we bought for my sister broke after about 6 months, these things happen and we still supported the company, however she has been trying to get a replacement or a voucher to buy another machine for several months now but it has proved very difficult and despite me also emailing we still have no resolution again despite promises from Knoops. What a disappointment that a great idea and company can be let down so badly by poor customer service and aftercare.”

Helpful Report

Posted 3 years ago

Hi there, I have spoken to the customer service team who said they have spoken to you and resolved the issue. Many thanks

Posted 3 years ago

“Such a shame that indulgence - decadent hot chocolate - is accompanied by sourness of style on the part of those making them, particularly in a group purchasing 14 hot chocolates in one go. If it hadn’t been for the children’s inevitable disappointment if we’d walked off, we would have turned away at the first disparaging look from the guys mixing the drinks. I think tolerance of excited children is imperative if your USP is bespoke hot chocolates…”

Helpful Report

Posted 3 years ago

Hi Amy, we have messaged you. Many thanks

Posted 3 years ago

“Came extremely late and gift box was also battered. A shame as a huge fan of the shops.”

Helpful Report

Posted 3 years ago

Hi George, I am sorry to hear you had an issue with your order. Please will you email orders@knoops.co.uk with some more information and we will rectify this situation for you. Many thanks

Posted 3 years ago

“Incredibly disappointed with the product and after emailing you have not heard a word back about returning the item.”

Helpful Report

Posted 3 years ago

Hello Liza We contacted you straight after the Christmas break and advised you to contact SMEG directly. We hope all is ok. Many thanks Knoops

Posted 3 years ago

“I ordered 5 tubes and received only 4. I contacted customers support many times 10 days ago and still no response until now :(”

Helpful Report

Posted 3 years ago

“Bought a smeg milk frother for Christmas ordered within delivery time frame unfortunately have not received and will not give me tracking details”

Helpful Report

Posted 3 years ago

Hi there, please would you email order@knoops.co.uk with some more details and we will get this sorted for you. Many thanks

Posted 3 years ago

“Terrible customer service in The Rye shop. So so disappointing. I used to love visiting but the staff with zero customer skills make it not enjoyable! Such a shame as the drinks are great. Rude, incompetent staff on two separate occasions.”

Helpful Report

Posted 3 years ago

Hi there, We are sorry to see you are not satisfied with your experience. We've privately messaged you with some more information to rectify this for you

Posted 3 years ago

KNOOPS is rated 4.4 based on 193 reviews