Knoops - Rother

I have been a loyal customer of Knoops since they opened in Rye. Unfortunately, during my recent visit to the Rye shop to buy hot chocolate tubs and Christmas Spice mix for presents, I encountered extremely rude behavior from a staff member. Despite following directions to exchange Christmas sleeves, I was treated with disrespect, as the staff member was openly rude and disrespectful in front of other customers. This was a disappointing change from the typically outstanding customer service that I have always received from Knoops. It has caused me to rethink future visits to the brand in Rye, Brighton, and London.

We have been frequenting Knoops for years and have always enjoyed our visits. However, on a recent rainy and windy December day, we were disappointed by the lack of customer service. Despite there being four staff members behind the counter, none of them acknowledged our presence or made eye contact during the 3-4 minutes we waited to be served. While we understand the need to queue at Knoops, we also expect better service than what we experienced on this occasion.

Great milkshakes would recommend The young man working there at 12 o’clock on the 11/12/23 was rude and showed terrible customer service skills ruining the whole experience to which I am thoroughly upset about

My mom, my 2-year-old, and I went to a café today to enjoy some hot chocolate while out for a stroll. When I went inside to order our drinks, I asked if they had a smaller size hot chocolate suitable for a child, along with two other drinks for my mom and me. I was told to check the menu as they did not offer that option. I was surprised, as I thought this place specialized in hot chocolate. Despite this, I decided to proceed and spent £14 on three hot drinks and a bottle of water. We planned to enjoy our drinks on the bench outside, but the weather turned bad so we went back inside. The café was empty except for the three staff behind the counter. One of the staff members came out and left the door open, despite the wind, making it uncomfortable for my 2-year-old. When I asked if it was okay for us to stay inside, she stated that she was opening the door to prevent condensation on the windows and warned us that we may need to leave if it got busy. I was taken aback by her rude response, and we felt unwelcome. As we finished our drinks quickly, a couple with a dog entered, and the staff immediately dropped everything to play with the dog behind the counter. There was no hand-washing or acknowledgment of the potential sanitary concerns of allowing animals in the food preparation area. Overall, the experience was unpleasant. Although the drinks were good quality and could have been worth the price, the unwelcoming atmosphere and lack of regard for cleanliness left us with no desire to return.

You will never have a better hot chocolate than here at Knoops. Choice of type of chocolate then if you want to spice things up. I had the 64% with a hint of chilli and it was outstanding