Pure Heavenly Chocolate Reviews

Name: Pure Heavenly Chocolate
Rating: 3.97

4.0 Rating 746 Reviews

74 %

of reviewers recommend Pure Heavenly Chocolate

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Metrics

4.0

Based on 746 reviews


Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Over A Month
On-time Delivery	Greater than 36%
Accurate And Undamaged Orders	Greater than 73%
Customer Service
Communication Channels	Email, Telephone
Queries Resolved In	Over A Week
Returns & Refunds
Refunds Process	Difficult

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Pure Heavenly Chocolate 1 star review on 17th November 2023

SMW

Pure Heavenly Chocolate 1 star review on 7th September 2022

Chris Visk

Anonymous

Anonymous // 01/01/2019

Filter: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I was disappointed with most of the bars. I understand that they took a long while to arrive due to Dragons Den but I was really looking forward to them. There was hardly any fruit in the fruit and nut plus there was only a tiny sprinkling of coconut on the back of the coconut one. The salted caramel didn't taste salty at all. Really not worth the money”

Helpful Report

Posted 4 years ago

Dear Carol, As you may have ready from other reviews - we have had an issue with our manufacturing - mainly due some new (and expensive) equipment malfunctioning without us realising. We would like to send you some replacements - please can you send us your order number. Stephen Founder Delete

Posted 4 years ago

“I was happy to wait for the order following the dragons den rave reviews. However I am disappointed in the taste and texture. Not pleasant, lower calories but I’d rather eat less of a better tasting chocolate bar”

Helpful Report

Posted 4 years ago

“Had a long wait for my order, but this was following the high demand following Dragons Den, and they did keep me updated by e mail, so fair enough. However, was really disappointed with the product, considering how the Dragons raved about how nice it tasted. Salted caramel had hardly any Salt, and the taste was not pleasant at all. The Orange/chocolate I had to throw away as it was disgusting. I appreciate this is not a sweet chocolate, and a differet recipe to "normal" chocolate, but quite honestly it tastes awful. So disappointed after paying £20 and waiting so long.”

Helpful Report

Posted 4 years ago

Hi Dee As you may have ready from other reviews - we have had an issue with our manufacturing - mainly due some new (and expensive) equipment malfunctioning without us realising. We would like to send you some replacements - please can you send us your order number. Stephen Founder

Posted 4 years ago

“As a customer pre Dragons Den, I have to say that customer service and packaging is poor at the moment and it is a shame as they were a good company. Waited weeks for the chocolate. Giving the excuse that they didn't expect the amount of orders and response after the airing of their products on TV, is pretty lame. Always be prepared from a show like that! I marked the company only two stars due to the time I waited for my chocolate to arrive and especially the packaging it came in, due to the fact that the bars were broken. One of the advent calandar windows was open and squashed in places and the box itself wasn't properly sealed, in which case the bars could have easily escaped from the packaging. Having said all of this the chocolate still tastes quite nice. You need improve your standards Pure Heavenly Chocolate!”

Helpful Report

Posted 4 years ago

Thank you for taking the time to write a review. I am really sorry to hear about your experience and would like to put things right. By way of explanation - after Dragons Den, we were overwhelmed with orders and we had to scale up again with new equipment to meet the demand. We had around 7 months' worth of orders in around 2 weeks and were simply overwhelmed with thousands of customer orders and emails. By way of explanation - unfortunately, one brand new piece of very expensive equipment developed a fault and managed to damage some of the ingredients thus affecting the chocolate. The bars tasted fine when leaving the production line but degraded very quickly and so we only found out after the products had been shipped and tried by customers. This unfortunately affected around 850 customers. We will send you a couple of new bars for you to try (just to make sure you are happy with them and then will replace your whole order). Please send us your order number so that we know where to send the replacements. Please know, you are very important to us and we want to do whatever we can to improve your experience with us. We are very sorry that this has happened and hope that you enjoy the new bars. Many thanks and apologies again. Stephen Founder

Posted 4 years ago

“With excuse after excuse about we are sorry for the delay well don’t take orders if your not ready. I received 3 bars Fruit and nut terrible no taste at all Orange was bearable just Mint was fine had a strong taste of mint but a bit gritty Would I by again thanks but no that’s and very high fat content Was worth a go but wouldn’t repeat”

Helpful Report

Posted 4 years ago

Dear Gavin, Thank you for taking the time to write a review. I am really sorry to hear about your experience and would like to put things right. By way of explanation - after Dragons Den, we were overwhelmed with orders and we had to scale up again with new equipment to meet the demand. We had around 7 months' worth of orders in around 2 weeks and were simply overwhelmed with thousands of customer orders and emails. Unfortunately, one brand new piece of very expensive equipment developed a fault and managed to damage some of the ingredients thus affecting the chocolate. The bars tasted fine when leaving the production line but degraded very quickly and so we only found out after the products had been shipped and tried by customers. This unfortunately affected around 850 customers. We will send you a couple of new bars for you to try (just to make sure you are happy with them and then will replace your whole order). Please send us your order number so that we know where to send the replacements. Please know, you are very important to us and we want to do whatever we can to improve your experience with us. We are very sorry that this has happened and hope that you enjoy the new bars. Many thanks and apologies again. Stephen Founder

Posted 4 years ago

“Well done for their entrepreneurial spirit & allergen free. I didn't mind the wait as they have good reason due to sudden demand after Dragon's Den. Tastes quite nice, but leaves a none too pleasant after taste from the long list of sweeteners in it I suspect [Erythritol, Polydextrose, Isomalt, Sucralose] ! I've eaten other makes of low sugar chocolate with stevia as natural sweetener & not had that problem before. Maybe Heavenly chocolate need to switch to stevia. Besides if people are bothered about Gluten or diary then this could be made with sugar & make no difference to that.”

Helpful Report

Posted 4 years ago

Dear Pobinr, Thank you for taking the time to write a review. I am really sorry to hear about your experience and would like to put things right. By way of explanation - after Dragons Den, we were overwhelmed with orders and we had to scale up again with new equipment to meet the demand. We had around 7 months' worth of orders in around 2 weeks and were simply overwhelmed with thousands of customer orders and emails. Unfortunately, one brand new piece of very expensive equipment developed a fault and managed to damage some of the ingredients thus affecting the chocolate. The bars tasted fine when leaving the production line but degraded very quickly and so we only found out after the products had been shipped and tried by customers. This unfortunately affected around 850 customers. We will send you a couple of new bars for you to try (just to make sure you are happy with them and then will replace your whole order). Please send us your order number so that we know where to send the replacements. Please know, you are very important to us and we want to do whatever we can to improve your experience with us. We are very sorry that this has happened and hope that you enjoy the new bars. Many thanks and apologies again. Stephen Founder

Posted 4 years ago

“Waited for chocolate to arrive took nearly 7 weeks, due to fact they were on dragons den which i was happy to do, but was so disappointed due to the fact that all the bars we broken on arrival no proper packaging at all, cost was over £20 for 7 bars I was giving these as presents which is now impossible, please pack these better, just a cardboard box nothing else is not except able will not buy again very poor”

Helpful Report

Posted 4 years ago

Dear Anita, Thank you for taking the time to write a review. I am really sorry to hear about your experience and would like to put things right. By way of explanation - after Dragons Den, we were overwhelmed with orders and we had to scale up again with new equipment to meet the demand. We had around 7 months' worth of orders in around 2 weeks and were simply overwhelmed with thousands of customer orders and emails, and we are only a team of 4. By way of explanation - unfortunately, one brand new piece of very expensive equipment developed a fault and managed to damage some of the ingredients thus affecting the chocolate. The bars tasted fine when leaving the production line but degraded very quickly and so we only found out after the products had been shipped and tried by customers. This unfortunately affected around 850 customers. We will send you a couple of new bars for you to try (just to make sure you are happy with them and then will replace your whole order). Please send us your order number so that we know where to send the replacements. Please know, you are very important to us and we want to do whatever we can to improve your experience with us. We are very sorry that this has happened and hope that you enjoy the new bars. Many thanks and apologies again. Stephen Founder

Posted 4 years ago

Pure Heavenly Chocolate is rated 4.0 based on 746 reviews