“I ordered this an one other proudct - 2 hampers - and they managed to completely forget to pack and ship this one. It took a week to finally get delivery of it.”
“I was very disappointed to find your chocolate extremely sweet - not what I had experienced before - you could taste the sweetener more than the chocolate itself so to spend so much money on chocolate that is as horrible as Cadbury was a real let down.”
“We bought the yoghurt easter eggs because they had popping candy. There wasn't enough popping candy for you to feel the popping sensations - a block of Cadbury Sensations is much better. They were also sour.”
“I understand how hard delivery can be, but my experience so far wouldn’t encourage me to order online again.
First delivery was utterly smashed (probably because it took too long pver 7 days and the icepacks got hot), and as a gift, not giftable. Lovely response to me reporting that, but after 2 weeks I am Still waiting on the replacement delivery, which has been sitting in WA for five days. I am in Qld. I will have to purchase a new gift. (I will eat the smashed gift and fully expect it to be glorious, so thats a bonus for me!)”
“I absolutely love Koko black products, however, this was the first time I had purchased online as a delivery for my husband who is recovering from surgery. While the delivery came in the 1 to 2 day period I had paid for, the chocolate was not stored appropriately. I have already emailed to let them know this and sent some photos of the products, but I was told that’s how they always look! My items were picked up in the afternoon, and then stored two nights running with DHL. The second day was over 30° so I emailed to check how far the delivery would be as I was concerned about the heat spoiling the products. Lo and behold, the products were delivered the next day and the icepack that had been put in and the insulation it was wrapped in had become very hot and the chocolate had a plastic like taste. So overall, a very expensive and disappointing experience.”
“As a dark chocolate lover, my wife presented me with the dark chocolate hamper. Within the larger box was a premade box of 28 dark chocolates. On the outer sleeve of that box was a list of what the chocolates should be. There were supposed to be spicy pear; there was none. The inside of that box contained a little paper saying the Yuzu is temporary unavailable, yet that flavour was not even listed on the sleeve. The biggest disappointment, and maybe this should be highlighted on the box, is that the chocolates seem to be more geared to drinkers. As I don’t drink, this box of 28 contained 9 chocolates with alcohol (see photo attached which is minus another of the Bailey’s). In other words, I am unable to eat roughly 1/3 of all these chocolates. Very disappointing. I would recommend Godiva as a more sober as alternative.”
“I really like your products. I have ordered online delivery twice but do not intend to order online again. The first time, my order was delivered to another address nearby as the person delivering made a mistake with my address. The second time the person delivering disregarded my clear instructions to - "open the gate, come into the yard, and leave on the front porch. No dog" but instead chose to leave my order outside our front gate, where anyone passing by could have taken it. It is no use offering free delivery if customers order goods worth a particular amount but then not to take care to deliver properly.”
“Unfortunately, my Chocolatiers Selection box arrived five days after ordering, and the chilling pack had failed to the degree that the chocolates were oily and not at their best. We have bought them a number of times previously with no such problem. Disappointing!”
“Mail ordered five products, three of which had a beat before of just over three weeks. This meant that these intended Christmas gifts would have been out of date before they were given as a gift. There was no mention of best before dates on the website when I was ordering. Further to this, when I emailed my concern I was informed that a 2 week time frame is what the company adheres to. Not impressed.”
“I still have not received, I accidentally popped my suburb in the address twice, so instead od being sent by courier it was sent via australia post! This could have been easily avoided if either i was contacted or the address was googled. But instead they are still out there travelling around australia for almost a month now :-(”
“I ordered these as a gift and I have no idea that they were shipped or sent to the recipient. I have not received a thank you , so if they were shipped, the recipient did not who they were from.”
“Sixty-four chocolate box: Overall, the quality and taste is adequate. Many fancy looks but lacking substance. But as it is a random selection, which includes chocolate with alcohol, it made 20% of them inedible for me. White chocolate is not chocolate, yet a few of those end up in the mix. The box includes a large information sheet of chocolates with their pictures. Unfortunately, not all were represented and I found one in the box that I could not find on the list. Disappointed with chocolates.”
“The same day delivery service was unsatisfactory with no text or email sent to confirm delivery. This is important when sending Koko as a gift. Confirmation had to be done by contacting your sales team several times.”
“Chocolates arrived in good condition but was not happy with your policy that the delivery driver was required to obtain from me signature upon delivery (on his phone). Not good practice with Covid 19. Did not feel safe.”
“I have always been a big fan of yours and Koko Black is my go to for presents and special gifts. This was the first time I used your delivery services and I must admit I was very disappointed.
I ordered gifts on 23/11 but they did not arrive until 1/12. Personally I think this is an unreasonable delivery time frame...especially if there is a Sydney Koko Black store and supposedly you guys deliver "on weekends". It was despatched on Wednesday and still took nearly a week to get to Sydney? I really don't understand why it must be shipped from Melbourne. As a result, I was unable to gift these presents (they took longer than expected).
In addition, the packaged chocolates did NOT come with a bag (i ordered gift boxes). I would expect that since these are gifts, it should at least come with a bag for each gift box. I would get that at a store.
Also, they were just left outside my house in the heat. I was told that delivery takes longer as Koko Black takes the care and time for my packages to be delivered via a freezer truck. And yet, I get a 5 minute warning that it is about to get delivered (on a day much later than expected) and it gets left outside my house in the sun under 40 degrees heat. Most people do not sit at home waiting for chocolates that arrives in the middle of the day. You should at least let us know earlier in the day (not just 5 minutes before) that chocolates are arriving. This part was particularly disappointing
I just want to say that your delivery service is particularly disappointing and I hope you take my feedback to make some improvements. Thank you.”
