“Terrible. The chocolates haven’t showed up. Where did they go. Your last coms said they were at Clayton depot on the 12th of November. I emailed for an update and no one got back to me.”
“I'm a big fan of Koko black, and I've purchased gifts from this store many times this year. This is my first time using the delivery service as the 25km radius restriction was still in place when I ordered them. These chocolates were for a friend's birthday (sent straight to her house), and it's been 10 days since my order was confirmed and she still hasn't received it. I was so excited to surprise her on her birthday and before our final exams, but unfortunately the tracking has been stuck since Friday 13/11 and the delivery hasn't progressed since. I received a text on Tuesday last week (10/11) that she would be getting them the next day... At this point, I'm worried that it'll be delivered after exams (when she's likely to have moved back home, away from the current address).”
“Two weeks later, the chocolates have not arrived. It’s not what I have come to expect from Koko Black who have always delivered orders promptly. I had trouble on the website with the online ordering system accepting different billing and delivery addresses. I had to re-enter the addresses 3 times in different places; but the confirmed order details were finally correct at checkout. Still waiting and I’ve sent through an enquiry email to ask what’s happening. Let’s see what happens.”
“Order placed on 31st October 2020 but to date 12 November still not delivered and no explanation from customer services sono idea why I have been asked to review the products!”
“My ordering experience was dismal. I was charged for a same day delivery which didn't arrive for 3 days. I was unable to get in contact with customer service & after leaving multiple messages got a reply 4 days later. I was promised a refund on the delivery fee which also has not eventuated.
The products are fantastic but customer service was the worst experience I have encountered as a consumer.”
“Based on my last experience with the Koko Black online ordering, I am afraid I can only give it a Zero, or at best 1. In all the experience was rather disappointing.
1. Order #34321
This order was made on 9 October 2020, and was intended for a birthday present on 17 October. On 12 October I received an email telling me the order was 'on its way'. Hence it looked like things were on track.
However, by the 20 October, I still had not received the order. Of course any plans for the birthday present had by now become superfluous. I sent an enquiry form to your 'Online Customer Experience', and got a response the next day telli9ng me that you had changed delivery partners, and no longer deliver to P.O. boxes, and asked me to provide a physical address for delivery, which I did.
On 28 October, I still had not received anything. Your 'Online Customer Experience' member Ms Kanada Earles said she would resend my order, and to 'throw in some extra chocolates' (via a second order) for the inconvenience caused. On 30 October, she said the original order was already on its way through Australia Post to my P.O. box, but the second order to my physical address had not yet despatched, and asked me in that case would I like to cancel the second order. I replied that I would, but then received another email on 2 November advising me that the replacement order had already been despatched.
On 4 November, the order sent to my physical address was finally received. However, nothing further has been heard of about the consignment supposedly sent to my P.O. box. i did raise the matter with Ms Earles, but has not to date heard anymore.
It is unheard of that a simple online order such as this could drag out for a whole month, and this experience went to show the deficiencies and flaws in your ordering system.
2. There was another online order which I had made earlier in September (details of which I had not kept), which was a 'click and collect' at your shopfront at Como Centre in South Yarra. We got a text saying the order was ready, so my wife went to the shop to collect. The sales rep at the shop was preoccupied with chatting to her colleagues and just gave my wife the bag containing the order. believing the order was complete, my wife did not check its contents and it was not until she returned home that I realised there was one box of chocolates missing (I had ordered two). So I made another trip to the shop, whereupon the sales rep just said "oh that other one is not available until next week". This explanation was not made to my wife the first time. I then offered to purchase a more expensive box and pay the difference, but no, I was told this was not possible. To do do would mean the shop has to cancel the original order, process a refund, and then do a new order. In the end I just settled for another item of an exact value to the one ordered.
This other experience showed the lack of attentiveness in dealing with clients and the inflexibility in handling what would have been a very simple transaction.
Dominic Yau”
“Not Great. There was a problem with my delivery address details I entered which I haven’t experienced before. I wasn’t notified and I had to ring up chasing delivery. The chocolates were for my girlfriends 50th birthday hamper and the chocolates didn’t make it in time
Regards Terrì Anne Crossley”
“Unfortunately we still haven’t received our order, so are very disappointed. It was a present for my mother after arriving home from hospital after a serious illness. I am upset that the gift we sent hasn’t arrived after over two weeks.”
“My order was not packed or delivered but payment was taken!! I had to chase it up only to find the items had sold out. I cancelled my order & asked for refund. This had not arrived after 5 days. Had to chase up my refund too. I will never order from Koko Black again.”
