Pure Heavenly Chocolate Reviews

4.07 Rating 678 Reviews
77 %
of reviewers recommend Pure Heavenly Chocolate
Merchant Metrics
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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Anonymous
Anonymous  // 01/01/2019
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
Posted 11 months 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 10 months ago
Pure Heavenly Chocolate is rated 4.07 based on 678 reviews