Visited venchi at Gatwick airport, never been before, met Alfie lovely kid, very friendly helped me spend too much money , loved his job and he loved his chocolate gave the best recommendations
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
We were pleasantly surprised to see that Venchi had opened at Gatwick's North Terminal. It is a favourite of ours when visiting London. Even though it was 8am, we popped in to say hello and was greete... See more
Company replied
Terrible experience. Sent my sister chocolates for her birthday. Was meant to be delivered by 14th Feb and today a week later she hasn’t received anything and venchi US customer care won’t respond to... See more
Company replied
Simple request , “1 coffe, espresso, single, please short…” 15 minutes to receive it, too long the coffe, full cup, too expensive 13 sar, too poor the Saudi people training in customer service. No... See more
Company replied
Company details
Written by the company
Cioccolato e Gelato dal 1878 per portare il gusto dell'Allegria italiana in tutto il mondo! Il cioccolato è la nostra passione. Venchi infatti da sempre declina la bellezza del cioccolato in tutte le forme possibili interpretandone la bontà nella sua completezza. Nelle nostre Cioccogelaterie e nel nostro shop online, chiunque può immergersi in un’esperienza sensoriale nel mondo del cioccolato a 360 gradi: semplici momenti di piacere da gustare in ogni forma: cioccolatini, praline, crema spalmabile Suprema, tavolette, cioccolata calda e gelato.
Contact info
Via Venchi 1, 12040, Castelletto Stura, Italy
- customercare@venchi.com
- www.venchi.com
3.0
Average
270 reviews
Replied to 96% of negative reviews
Typically replies within 1 month
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Excellent service and products
Venchi has exellent dark chocolate products, whitch I love and their customer service really helpfull and speedy to answer
16 April 2026
Unprompted review
Reply from Venchi
Dear Ilkka,
Thank you for sharing your experience.
We are delighted to hear that you enjoy our dark chocolate products and that you found our customer service helpful and responsive.
Your feedback means a lot to us and motivates us to keep improving!
Best regards,
The Venchi Team
Visited venchi at Gatwick airport
Visited venchi at Gatwick airport, never been before, met Alfie lovely kid, very friendly helped me spend too much money , loved his job and he loved his chocolate gave the best recommendations
15 April 2026
Unprompted review
Caroline was amazing
I rarely write reviews but after my latest experience though I would, Having visit this store on a number of occasions this year at the Gatwick airport shop, I’ve had a mixed experiences. The first visit lived up to expectations, the chocolate is very over priced and was about to leave before being approached by an employee named Caroline, not only was she highly professional but her enthusiasm and clear passion for her role enticed me to spend a small fortune,I assume she was the store manager or a very senior position based on her sales and product knowledge, sadly my next visit didn’t repay itself, the same lady was not there instead I spoke with an Italian man that I would have assumed was on his first day, he didn’t seem to know anything about the products in the store or what he was doing and had the personality suited to an undertaker not a customer facing retail store, I was even shocked when another staff member pointed out her was the manager!!. Listen to your customers Venchi!!! Get the young lady I dealt with to give him some proper training or you’re going to lose business!
6 February 2026
Unprompted review
Reply from Venchi
Dear Brian,
thank you for taking the time to share your detailed feedback with us. We are truly pleased to hear that Caroline made such a positive impact during your visit, our Sales Assistants work hard to offer an excellent experience, and we will be sure to share your kind words with her.
We are, however, sorry to learn that your following visit did not reflect the same level of service. The quality of the customer experience and the professionalism of our staff are extremely important to us, and we take your comments very seriously. We will follow up internally to ensure the proper standards of product knowledge, service and hospitality are consistently met by all team members in our Gatwick store.
If you wish to share any additional details about your experience, we kindly invite you to contact our Customer Care at customercare@venchi.com so we can look into the matter more thoroughly.
Thank you again for your feedback and for choosing Venchi.
We hope to welcome you back soon and offer you an experience fully aligned with our standards of excellence.
Best wishes,
Venchi Team
great service
I had some questions about venchi products. The customer care was always ready to help and explain where the problem was.
I admit the prices are quite high, but it does guarantee that the product will come as it should, and not melted or broken.
Also, I got the choice of refund or new product for a scratched box.
To sum up - I will continue to be their customer.
2 March 2026
Unprompted review
Reply from Venchi
Dear Denisa G,
thank you very much for sharing your positive experience with us. We are truly delighted to hear that our Customer Care team was able to support you and provide clear explanations regarding your questions.
Your satisfaction is our number‑one priority, and knowing that our team assisted you promptly and professionally means a lot to us.
Receiving such positive feedback makes us as happy as sharing our passion for chocolate with our customers. We will be sure to forward your message to our team, who will be thrilled to read your kind words.
Thank you again for your trust and for choosing us. We truly appreciate your loyalty and look forward to continuing to serve you in the future.
Best Regards,
Venchi Team
The taste is very ordinary
The taste is very ordinary, but nice packages. You pay for just beautiful packaging
5 March 2026
Unprompted review
Reply from Venchi
Dear Customer,
thank you for sharing your experience with us.
The quality of our products and of the raw ingredients that go into them is vital to us, so we are sorry that this was not properly conveyed during your recent experience.
In order to offer exceptional products without compromising on flavour, we use premium‑quality raw ingredients that are subject to thorough checks. Moreover, we do not use artificial flavourings or added salt, which are often used in other confectionery products.
The absence of such additives helps ensure that our creations remain light, delicate and, most importantly, natural.
Thank you for choosing us; we truly appreciate your feedback and hope you will give our products another chance in the future.
Best regards,
Venchi Team
Avoid
Received my order with 2 items missing, which is already disappointing.
The chocoviar 75% tasted like the chocolate was too old.
Very expensive and you get a taste that is not worth it.
23 February 2026
Unprompted review
Reply from Venchi
Dear Jessica Giacometti,
Thank you for taking the time to share your feedback with us.
We are truly sorry for the inconvenience you experienced with your order and for the disappointment regarding the chocolates you purchased.
The quality of our products is always our top priority, and we work every day to ensure that every customer enjoys an excellent tasting experience.
We hope that the assistance you received from our Customer Care team met your expectations and that the solution provided was satisfactory. Your feedback is extremely valuable to us, as it helps us improve continuously.
Should you need any further support, our team remains at your full disposal.
Best regards,
Venchi Team
A tasty pre-flight treat!
We were pleasantly surprised to see that Venchi had opened at Gatwick's North Terminal. It is a favourite of ours when visiting London. Even though it was 8am, we popped in to say hello and was greeted by an extremely friendly young chap (we think his name was Leo). He was very knowledgeable and talked us through the range, even giving us samples (it's never too early for chocolate!). We'll definitely be visiting next time we're at the airport.
2 February 2026
Unprompted review
Reply from Venchi
Hi Billy And Chez ,
We would like to thank you very much for your positive feedback about your pleasant experience and the friendliness of our staff: we will forward your comments to our sales assistants right away. We are very proud of our team and are delighted to know that they helped make your experience a pleasant one. Your satisfaction is our number-one priority and we will do our best to keep providing excellent service.
We really look forward to welcoming you back to our store and delivering an even greater experience.
Best wishes,
Venchi Team
Too sweet, not as per description
I bought my chocolate from venchi uk online shop. I ordered a mystery box that on a picture looked like a varied mix of chocolate bonbons. This is not what i received. The "pearls" that I got are extremely sweet, not like their usual chocolates. Said that, I haven't read a description as to not spoil my own surprise, and that was my mistake.
28 January 2026
Unprompted review
Reply from Venchi
Dear Kathy S,
Thank you for taking the time to share your feedback with us.
At Venchi, we are deeply committed to offering products that reflect our passion for quality and flavour, and we are truly sorry to hear that the selection you received did not match your personal taste on this occasion.
We would like to clarify that, as stated on the product page, the image shown for the Mystery Selection is intended for illustrative purposes only and does not depict the exact products included.
To preserve the joy of discovery, the selection may vary, and the exact items are not listed. Instead, the description provides a general overview of the types of chocolates and flavour profiles that might be featured at that time.
We invite our customers to explore the product description to get a sense of the flavour profiles featured in that edition of the Mystery Selection, while still preserving the pleasure of the surprise.
We truly hope you will give us another opportunity to delight you with flavours that better suit your preferences in the future. Your feedback is invaluable and helps us continually improve the experience we offer.
Best regards,
Venchi Team
I had a VERY disappointing experience…
I had a VERY disappointing experience with Venchi.
In December, I placed an online order for a panettone and a box of chocolates as a gift, for a total amount of €64. At the time of purchase, the delivery timeframe was clearly stated as less then 5 days to France. However, once the tracking number was issued (with a delay), the delivery date was suddenly postponed, already contradicting the information provided at checkout.
The situation then deteriorated even further. The courier attempted delivery one day earlier than the announced date, at a time when I was not at home. The courier was unable to leave the parcel, nor redirect it to any nearby pickup point — which is completely unacceptable in 2025 for a standard delivery service.
The following day, a second delivery attempt was scheduled at a highly inconvenient time, while I was at work. Unsurprisingly, the delivery failed again, and the parcel was sent back to the sender.
According to the tracking information, the parcel was successfully returned and received by Venchi. Since then, I have not been contacted at all. No email, no explanation, no apology, no refund proposal.
It is a total failure of customer service and post-purchase follow-up! The order was intended as a gift and became completely useless due to poor logistics and a shocking lack of professionalism.
For a brand that positions itself as premium, this level of service is frankly unacceptable. Keeping a customer’s money after a failed delivery without any proactive communication is not only disappointing, it is borderline disrespectful.
I am still waiting for a refund and for Venchi to take responsibility for this situation. Until then, I cannot recommend ordering online from this brand.
11 December 2025
Unprompted review
Reply from Venchi
Dear Iryna Konstantinova,
Thank you for taking the time to share your experience with us.
We are truly sorry to hear about the inconvenience you encountered with your order, especially considering that it was intended as a gift. We fully understand how disappointing this situation must have been, and we sincerely regret that your experience did not reflect the level of service we aim to provide.
Please allow us to clarify that, as part of our standard procedure, customers are always contacted and refunded as soon as a returned parcel is received at our warehouse. Unfortunately, this did not take place in your case, and we are very sorry for this oversight. We are already reviewing the incident internally to understand what happened and to ensure that similar situations do not occur in the future.
We also acknowledge the difficulties you experienced with the courier during the delivery attempts. We would also like to reassure you that your feedback regarding the delivery experience will be shared with the relevant department, so that they can carefully evaluate what occurred and work on further improving the service provided.
We thank you again for bringing this matter to our attention and sincerely hope to have the opportunity to provide you with a smoother and more positive experience in the future.
Kind regards,
The Venchi Team
Bad customer service
I ordered three bars of sugar free chocolate (and a promotional free one) for my wife on 14 December.
When I opened the parcel there were only two bars, one of the ordered ones (milk chocolate) and the promotional one (dark chocolate). I made a photograph of the items inside the parcel box and wrote to Venchi on 17th December, informing them about the missing chocolates. It took several days for Venchi to get back to me with a generic message, asking for photos and for the original packaging?? Of course, by then I had put it into recycling. Who hangs on to empty cardboard boxes when so many arrive before Christmas.
I got another email from them on 29th December, asking me for:
-a photo of the exterior of the shipping box, including any visible damage
-a photo of all the items received and the internal packaging material
-a clear photo of the non-conforming items received
-a photo of the shipping label attached to the shipping box
Seriously? Whilst I have the photo of how the goods arrived, I am done with Venchi, I just don't have the time for such antics.
A last word: the parcel was packaged in a very bad/flimsy way, not even a tape long the bottom to keep the cardboard together. It seemed to have partially come undone, probably during shipping. I frankly don't think somebody (the delivery guy??) wiggled his hand into the parcel box to steal 2 bars of chocolate. It just doesn't make sense. My take is that Venchi skimps on packaging, almost certainly the reason why some items were missing.
Beware! The chocolate is great, customer service definitely not!
17 December 2025
Unprompted review
Reply from Venchi
Dear Christophe Seiler,
Thank you for sharing your experience with us.
We are sorry for the delay in our reply, due to the high volume of requests received during the pre‑festive and festive period. We understand how frustrating this situation has been for you.
Regarding the documentation requested, we would like to clarify that photos of the parcel, packaging and items received are essential for us to accurately identify what may have happened, understand the root cause of the issue and implement improvements that help prevent similar situations in the future. These elements allow us to carry out a precise assessment, especially when discrepancies occur during shipping.
We also appreciate your feedback regarding the packaging quality, which has been shared internally as part of our ongoing improvement efforts.
Thank you again for taking the time to provide your feedback. We hope to have the opportunity to offer you a smoother experience in the future.
Kind regards,
The Venchi Team
Only 12chocolates in bigger box
Twelve chocolates in a box that looked like it could contain thirty. Huge empty space under a middle layer of cardboard. Cynical rip-off
20 December 2025
Unprompted review
Reply from Venchi
Dear John McCullagh,
Thank you for taking the time to share your feedback with us.
We are sorry to hear that the product did not fully meet your expectations, and we truly appreciate your comments.
If you would like to discuss your experience further or receive more information about the product you purchased, we kindly invite you to contact our Customer Care team at customercare@venchi.com, where we will be pleased to assist you.
Kind regards,
The Venchi Team
Delectable cacao-rich hot chocolate at Venchi (Piccadilly, London)
I visited the Venchi chocolaterie in Piccadilly, London for an impromptu hot chocolate which did not disappoint. The rich and high-cacao hot chocolate drink was comforting (particularly welcome on a cold, rainy day) and mouth-wateringly delicious. The presentation had good attention to detail with some 'real' dark chocolate sprinkles and a lovely little chocolate disc emerging from the creamy topping. the hot chocolate also had a creative element which I have not seen before (and was what attracted me to it) by way of having a spoonful of raspberry jam atop the chocolate.
A very nice beverage and a good onsite experience; I will be revisiting for a treat.
18 December 2025
Unprompted review
Reply from Venchi
Dear Kate Taylor,
Thank you for sharing your positive feedback about your experience at our Piccadilly store.
We are delighted that you enjoyed our hot chocolate and that your visit was pleasant. Your appreciation is very important to us and motivates us to continue offering quality and creativity.
We are pleased to share your feedback with our Retail Team, who will certainly be happy to receive such wonderful news.
Best regards,
Venchi Team
09/12 early morning I ordered 5KG
09/12 early morning I ordered 5KG. VENCHI which I want to take to China as a gift for my friends, 12/12 I received an email saying my parcel has been shipped via BRT, today is 16/12 I asked BRT they still haven’t received the chocolate from VENCHI yet, I have my flight on 18/12 , so disappointed , this is a terrible experience and I shouldn’t choose VENCHI as gifts for my friends .
16 December 2025
Unprompted review
Reply from Venchi
Dear Qiong,
Thank you for taking the time to share your experience with us.
We are sincerely sorry for the inconvenience you encountered with the shipment of your order. We understand how important it was for you to receive it on time, and we regret that this did not happen.
Unfortunately, due to the significant increase in shipments during the Black Friday period, combined with the industrial actions that have taken place in recent weeks, the courier BRT has experienced considerable operational delays that have affected several deliveries. We are truly sorry that your order was impacted as well.
The quality of our service and the attention we dedicate to our customers are fundamental values for us. We continuously work to ensure punctual and reliable deliveries, and we regret whenever expectations are not fully met.
We remain at your complete disposal to look into the situation further and provide any necessary support.
Kind regards,
The Venchi Team
Very poor and misleading website…
Very poor and misleading website offers. Unhelpful customer service team.
29 November 2025
Unprompted review
Reply from Venchi
Dear Customer,
Thank you for sharing your experience.
We are sincerely sorry to learn that your experience with our website and customer service has not been satisfactory.
Please rest assured that your feedback is extremely valuable to us and represents an opportunity to constantly improve our services.
To further investigate your report and provide you with the most appropriate support, we kindly invite you to write to us at customercare@venchi.com, providing any additional details you consider useful.
Best regards,
Dear Customer,
Thank you for contacting us and for choosing Venchi.
We are sincerely sorry to learn that your experience with our website and customer service has not been satisfactory. Please rest assured that your feedback is extremely valuable to us and represents an opportunity to constantly improve our services.
To further investigate your report and provide you with the most appropriate support, we kindly invite you to write to us at customercare@venchi.com, providing any additional details you consider useful.
We remain at your disposal for any further clarification.
Best regards
Venchi Team
Awful experience with Advent chocolate…
Awful experience with Advent chocolate calendar. Calendar arrived with box deteriorated and strong smell of humidity. Not cheap as 55€ for 24 pralines too much for a small calendar arrived in awful conditions. No no no
26 November 2025
Unprompted review
Reply from Venchi
Dear CForest,
Thank you for sharing your experience with us.
We are sincerely sorry to learn about the condition in which you received your Advent calendar, which does not meet our quality standards.
We would like to emphasize that what you described does not reflect the service and attention we strive to offer our customers every day.
We are determined to understand the origin of this issue and to find a solution suitable to your case.
For this reason, we kindly invite you to write to our Customer Care at customercare@venchi.com, so that we can further investigate the situation and provide you with the necessary support.
Best regards,
Venchi Team
Top Customer Service
My daughter gave us a selection of pralines as a present when we were in Florence. When we opened them 3 weeks later at home, just 4 hours south of Florence they were discolored and tasted old. Unfortunately we had already thrown the wrapper with the expiration date out.
I wrote to customer service which responded right away, however first with an excuse that this could happen because of a temperature shock. I explained the situation, that all we did is drive from Tuscany to the Abruzzo region. I also told them that we know that this can happen especially in summer. Well it was already September and the discoloration has typically no effect on taste.
To our surprise we received an email in which Venchi apologized and told us a surprise would be on the way. To our huge surprise Venchi did send us an entire box of pralines via DHL.
This is what I call customer service. So 5 stars for the customer service team and going out of their way to create happy customers. Wish more companies would follow with similar actions.
Highly recommend their chocolate and customer service.
18 October 2025
Unprompted review
Best chocolate
Best chocolate
Venchi chocolate is by far the best chocolate I have ever tasted
And the rewards of you join online is fantastic
They have so many different and delicious flavours it's really hard to choose from
The customer service is fantastic as well
My husband and I just bought our Christmas advent calendars
We can not wait
8 October 2025
Unprompted review
Reply from Venchi
Dear Caroline Christian,
Thank you so much for your wonderful review! We’re thrilled to hear that you consider Venchi chocolate your favorite and that you’ve enjoyed both the variety of flavors and your online shopping experience with us.
We’re also delighted that you’ve already chosen your Advent Calendars — we hope they’ll make the countdown to Christmas even sweeter and filled with joy.
We truly appreciate your kind words and look forward to delighting you again soon with more moments of chocolate indulgence.
Best regards,
Venchi Team
I had a deeply disappointing experience…
I had a deeply disappointing experience with Venchi USA that I feel compelled to share. I attempted to place a time-sensitive birthday gift order through their website, only to encounter multiple issues:
* Website Malfunction: The site failed during checkout, yet my card was charged. The pricing calculations were incorrect, and the discount I was eligible for was not applied. Despite providing screenshots and detailed explanations, the issue was never acknowledged as a fault on their end.
* Poor Customer Support: I reached out multiple times--via email and their contact form--but received no timely response. When they finally replied, it was nearly 48 hours later, well past the window to resolve the issue in time. Their responses were dismissive and lacked any real effort to help. They mentioned that they were focusing on this of the several issues I faced, still their initial response came after 48 hours and all other responses took at least 3 hours for something which they agreed was time sensitive.
* Lack of Empathy: Despite clearly stating that this was a birthday gift and time-sensitive, the representative showed no urgency or compassion. There was no offer to expedite shipping, no apology for the inconvenience, and instead, I was asked to place another order and wait for a refund--without any guarantee or resolution.
* No Accountability: Venchi USA failed to take responsibility for the website glitch or the incorrect charge. Instead, they deflected blame and asked for more information that had already been provided.
This experience has left me frustrated and disappointed. I expected better from a brand like Venchi. I will not be ordering from them again and will be sharing this experience across platforms to ensure others are aware of the risks and double check the amount they are charged and also be aware that the order still might never get placed with no information or confirmation provided.
6 September 2025
Unprompted review
Reply from Venchi
Dear Neelesh,
We are truly sorry to read about your disappointing experience and thank you for sharing your feedback.
We understand how important it was for your order to arrive on time for a special occasion, and we sincerely apologize for the inconvenience caused by the website issue and the delay in our response.
Our team strives to provide timely and effective support, and we regret that on this occasion we were not able to meet your expectations. We did our best to investigate your case, clarify the status of your order, and offer solutions, including a direct contact and the option to expedite a new order.
We are sorry if our efforts did not come across as intended and for any frustration this may have caused.
Please know that we take your comments seriously and will use them to further improve our service and communication.
Thank you again for your feedback and for giving us the opportunity to improve. We truly value your trust and hope to serve you better in the future.
Best regards,
The Venchi Team
mango
The flavors were divine, the store was super cute. The service was spectacular. Alejandra was the one who helped me. Location: 75th Street, Lexington, New York
25 August 2025
Unprompted review
Reply from Venchi
Dear Neyzer Mora Salas,
Thank you so much for your wonderful review!
We’re delighted to hear that you enjoyed the flavors, loved the store, and received such great service.
We’ll make sure to share your kind words with Alejandra and the team — they’ll be thrilled to know they made your visit special.
We look forward to welcoming you back soon for another sweet experience!
Best regards,
Venchi Team
Excellent experience at Venchi, Terminal 1 Fiumicino
Excellent experience at Venchi, Terminal 1 Fiumicino
Yesterday afternoon I stopped by Venchi at Terminal 1 of Fiumicino Airport, and I was truly impressed by the service I received. The staff member who served me was extremely kind, professional, and cheerful such a rare and warm welcome in a hectic setting like an airport.
Despite the constant flow of passengers, she took the time to kindly advise me on which chocolate and gelato to choose, showing great attention to the customer. The product, as always at Venchi, was of the highest quality, but it was her positive attitude that really made the experience so enjoyable.
Congratulations to Giorgia and the team! A small moment of sweetness made even more special by impeccable service.
18 August 2025
Unprompted review
Reply from Venchi
Dear Simone,
Thank you so much for your kind words about your experience at our Venchi store, Terminal 1 Fiumicino. We are truly delighted to hear that you had such a positive experience and that our service and products met your expectations.
We have shared your feedback with our store team, and your comments will certainly motivate them to continue delivering exceptional service.
Thank you once again for choosing Venchi. We look forward to welcoming you again in the future.
Best regards,
The Venchi Team
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.