“The product is/was great. The delivery was a nightmare. I sent the order to a Post Office Box. The system allowed me to enter a PO Box address. Sometime later I received an email to say that my order had been despatched and would be received within 4 days. It didn't arrive! I allowed a few extra days for Christmas Mail but still no. Then Christmas interceded. When I rang Koko Customer Services, I was told they don't send to PO Boxes. I was made to feel like it was my fault. No regret, no apology... I was told they were being held in a cool despatch area and they should arrive in the new year. SO, how long would I have had to wait for someone at KOKO to find my chocolates, READ the address and contact me? What really annoys me is the email they sent to say the chocolates had been despatched!!!”
“The chocolates were great, but for orders of this size I believe you should courier them or it makes a mockery of 'refrigerated post' - also my order was split into two boxes, but only one shipping notification came, which was annoying and nerve-racking considering all the issues with Australia Post at present. So chocolates 5/5; Delivery 3/5 (too slow, too hard to track) - my order was over $800, I've had ones of a significantly lower value delivered to my door by courier - we don't get parcel delivery direct out in the semi-rural zones, so it is even slower to have to get the card and go to line up and collect large and cumbersome boxes over several days since the order got separated in transit. Also lucky that the weather was cool as there were no ice packs included in the order like has been done in the past - not that it would matter considering it took almost 2 weeks for these to arrive.”
“Your chocolate is obviously amazing but maybe next you stuff an order up put a little something extra in to make up for the mistake you made.. my gift went away short two delicious blocks because someone didn't read the x2 against a few items.
Mistakes happen but nothing was offered to make up for it :(”
“Great product as always. Was a little disappointed at the short expiry date of a couple of my items and the lack of care from customer service due to them allowing two weeks best before as acceptable which I wish I had read prior to ordering online.”
“I ordered 3 separate orders the other week. 1 order got the address confused so my dad didn't get his present for fathers day. Also the gift card on my partners fathers day gift was for someone else.
The communication was great from your customer service representative.
However the experience was a bit annoying on both accounts.
Actual product received was lovely.”
“I wish there was the opportunity to make a selection of chocolates yourself. Too many of the pralines contained fruity flavours which I am not a huge fan of.”
