Knoops Reviews 

Visited the Leeds branch and spent around £15 on two drinks. I had an extremely poor customer service experience. Firstly, there were three people behind the counter but they were busy chatting and did not bother to look at the queue. Eventually I asked if we could be served, and the girl behind the counter looked like I had insulted her and could not care less about the company or providing a good customer service.

Eventually, we got our drinks, but I will not be returning. There are plenty of other cafes in the area and if Knoops continues like this, they will have a serious issue staying open much longer. The girl at the Leeds branch needs to sort her attitude our if she is going to be working in a customer facing role much longer.

Coffee cups weren't strong enough. The coffee cup lid didn't sit snugly on the rim. Never had this experience with other coffee shops before. Very cheap! This was at the Cov G store. The lady serving me even said they've had a lot of complaints about their cups but nothing has changed.

Knoops -. I was at your branch in St Albans where the market is held today ( Saturday 30th May 2026) . I had ordered myself an iced white chocolate drink i placed it on the table after getting straws to drink from . When suddenly out of nowhere the lid just popped open and the very flimsy plastic cup dropped sideways on the table with the drink going everywhere ! All because of awful cheap packaging which members of staff admitted to me . It was embrassing as at first everyone was in such shock it took more than a moment for any of us to react . I ended up cleaning the table myself and chair as well as i could before a staff member came over after my friend told them the drink had gone everywhere on the floor too . Thankfully none of it landed on either of us ! As had it we would not have had to cut short oir visit to the St Albans market. I cannot fathom how the cuos lid blow off and flimsy cup just dropping on it's side.

and spilt everywhere! My friend's lid was also loose. What's the point of paying that kind of money if your packaging is so cheap and causes discomfort to drinkers!

Ronaldo was a great person! And overall made my experience very enjoyable! I’m thankful that he was kind and very helpful. 100% will go again

I ordered a hamper as a gift for a friend. When it arrived it didn’t contain what it should have and the marshmallows and honeycomb were months out of date.
I’ve tried emailing but nobody is replying. There is no phone number.
Basically I’m stuck with a useless hamper and can’t get my money back. I would not buy from this company.

Coffee ☕️ and other drinks are very nice it's the staff i went to get a chair for my friend to sit on instead of the stool as it's for his back
But got spoken to as of i was some kind of criminal saying he shouldn't have the chair although there were about 3 other people in knoops all sitting on the chairs who had not been told that they weren't allowed then
It was just us who got told so we were very upset and left with sadness can't believe how we were spoken to either. .

Absolutely terrible experience ordering online. DPD refused to deliver which is its own issue, but after sending 4 separate emails to knoops I've not had any response. Order from another retailer or something.

Lovely service from Kieran/Cieran today! He was very kind in explaining the different flavors offered, overall great experience :)

Ordered two pots of chocolate flakes. Very nice and came quickly. Would have been 5 star if postage free.

very slow dispatch. Nearly 2 weeks since ordering and still not arrived.

Lovely store in Rye, great customer service and looking forward to the next trip!

Order for Christmas, I was worried but didn't need too. Turned up as promised. Amazing chocolate

Fabulous chocolate and service! Have never had an issue, ither at the Rye shop or when ordering online. 5*

Overcharged

I brought a drink 2 weeks ago and was charged £5.85

I brought exactly the same drink yesterday and was charged £8.40

It's an absolute joke making up prices as you go along

Ordered with them on the 18th of December still not received my order. Firstly told me it was delayed, then lost in transit, then one of my items I ordered was out of stock. Expressed my dissatisfaction with their customer service on the 7th of Jan and I’m still waiting on a reply. Email the contact service on the website had no reply. The worst customer service experience I think I’ve ever received. Will never order from them again or recommend them to anyone. Will be taking next steps if I don’t receive my refund or order

This company is unreliable and tells untruths. I chased up an order before Christmas and was promised it had been dispatched. A week later I said I wanted to cancel and get a refund as it still hadn’t arrived. They said it was now cancelled and I would be refunded. If it had been sent as they promised surely they couldn’t cancel the order. I have written and asked for an explanation, but they haven’t bothered to reply. So, great product, rubbish service!

Visited the Rye branch. Definitely recommend ordering on the app as skipped the queue - was ready when we arrived. Had white hot chocolate with sea salt. Will definitely be back

Ordered on 20th December with next day delivery. As of today still not received my order. Customer services are no longer responding. Wish I had check reviews out before ordering.

Visited the St Albans store this afternoon, happy staff…5 behind the counter , painfully slow ( 20 mins) for a Hot Chocolate ( which was good ) for my grandson.
A seriously good look is needed on the time and motion of the staff.

We wanted to reach out to say a heartfelt thank you for everything you’ve created. Birthdays, catch-ups, rainy days, sunny afternoons – our lives are filled with memories made at your hot chocolate shops.

From celebrating milestones with friends over your signature drinks to finding comfort in a warm cup on grey days, every visit has left a lasting impression. Thank you for building something so special, and to owner Jens Knoop for his role in creating those moments that mean so much to us and so many others.

With gratitude and warm wishes,
Adam