“Ghosted by Koko Black and ghosted by the recruiter that is/was recruiting for them… I was a loyal customer for many years too, often buying from them once every month-two months. That won’t be the case anymore. So disappointing and super unprofessional on their part.”
“I ordered special Father’s Day chocolate, but generic box arrived instead . No response from customer service , now too late to resolve. Extremely disappointed.”
“Wanted to buy a hot chocolate in the city store the lady said thet I could buy a small hot chocolate drink for the price if the large hot choc as you are standardizing on the small needless to say I walked away very sad what a joke”
“To Koko Black,
My delivery went to the wrong address, there is clear evidence as the driver took a picture of the address the purchased items were delivered, which is clearly not my house.
The most furious thing was when spoke to the chatbox person name Courtney, who just refused to help and kept shifting blame to the driver and gave a bunch of useless answers, such as suggesting we file a police report because the neighbour took it!? I DON'T remember authorising you to deliver without conducting proper identification checks and therefore why should I be going through all the trouble having to do the detective work and find out who took the chocolate?
Should customers be footing the bill when mistakes are caused by your subcontractors?
Eventually, this Courtney person just cut the line and closed the chat without a conclusion, absolutely poor service!”
“Worst experiences and with great disappointment, very misleading/ confusing on the delivery days, website should show clearly on the required preparation time + true delivery times ( all together, not within 5 days for NSW). Should clearly display ( 1-2 business day preparation + 5-7 days delivery times) May take up to 10-15 days … also shocking delivery services, left the items in the outdoor space, with heavy rain, all chocolate are soaked in water, admin staffs said it’s not within their control. Such a waste on the good quality chocolates. No refund at all!!”
“I need to buy corporate gifts every week and every time there is an issue with the features online. i.e today the customised card wont add to the cart. I'll give it one more week then I'll purchase some where else.”
“The delivery time wasn’t accurate (the website stated 3-4 business days - they were ordered on the Friday and arrived Saturday the week later) and the chocolates arrived too late which meant my dad already left for an overseas trip and didn’t get to enjoy his birthday present.
Very disappointed- wouldn’t go for a Koko Black delivery again.”
“In doncaster store, the service older lady is rude. She let me feel bad. The chocolate she gave to me without valentine’s day packaging , and ask me 2 dollars for that. After I showed her my order details, she said I should do blabla. She was there not service people but educated people. She didn’t make a sense what the customer need but blamed her.”
“Very upset with the customer service. Even the chocolates received didn’t taste right.
I have been the biggest shopper for Koko but don’t know if I will be shopping again!”
“I'm sure the chocolates were nice but the chocolates (a Christmas gift) were delivered and left out the front of a closed business address on a sunny Saturday morning on a inner city Sydney street.”
“The delivery process was atrocious and it took far longer that it should have to arrive. I got multiple notifications saying that the delivery was coming “today” so I’d arrange to be there or have someone there to get the delivery. When they finally arrived it was too late to get the gifts to some of the intended recipients which was incredibly disappointing. When I had called to follow up on its arrival I was told that it was on its way. This unhelpful information was even more frustrating. Considering how expensive the products are and how poor the service was, I will not be buying from Koko black again.”
“Our experience with Koko Black was not good. We ordered and paid for 4 hour delivery on Thursday December 8th 2022. We received the items on Monday 12th December.
I followed up on 9/12/22 by email - and tried to phone however there is no contact number. I was given the mobile number to call of an ex employee when I contacted one of the stores to assist- very embarassing
A refund was made for the delivery.
We will not be ordering again unfortunately”
“Poor customer service I received from their online team.
Did not try to help at all to solve my two requests and after countless irrelevant emails back and forth, they advised my order was shipped and there was nothing they could do. Hopeless and unhelpful.
I would not place an order with them again.”
“Please note this review is not for the quality of the chocolate, instead it is for the enormous series of administrative and packing errors experienced after placing our Koko Black order.
The first inconvenience was not advising us that there was insufficient stock and us having to follow up before any contact was made. Secondly, after finally recieving our order, we were extremely disappointed to find two of our original items missing.
Once again, we had to reach out to explain the sub-par experience. Lastly, there was no communication made advising the two items had been shipped and therefore we couldn't make plans in advance to expect the delivery. As such, the items were left at the front porch in hot conditions. Also note, the delivery company did contact me to advise the items would be left and attached a photo which was appreciated.
Our original order was made on 25 November 2022 and we finally received the complete order on 21 December 2022. The total turnaround time for this order was 18 business days when you specifically quote "up to 5 days in VIC". It was an unsatisfactory experience which has unfortunately tainted your brand in our opinion.”
