Kiki is adorable and fabulous and cute.
Saw the most recent post. If you've been to Hershey or another huge American factory, I can see why this would be underwhelming. There are no vast vats of chocolate. It's small, it's YES in an historic building that does have a floor from the 1800s (seriously, that's hard to find in the States, so it's kind of neat), and it's all handmade.
It's too bad that you didn't just take the stuff set out for your son, and it's weird that the other family took it when you were talking about it out loud so the guide (I assume Kiki) could hear.
If you had told Guest Services back on the ship about that part of the experience, it's possible they could have helped at that time.