Pure Heavenly Chocolate Reviews

4.0 Rating 746 Reviews
74 %
of reviewers recommend Pure Heavenly Chocolate
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
Had an email 2 weeks ago to say the order was despatched but it has never arrived. No response from Heavenly Chocolate when I asked what had gone wrong/where was my order. Disgraceful customer service after the long wait for the order which was placed 2 months ago, I think Peter made a big mistake backing this shambles.
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. Please send us your order number so that I can investigate and sort for you. Many thanks and apologies again. Stephen Founder
Posted 4 years ago
Ordered one of each flavour in September after watching Dragons Den, still haven’t received them despite repeated Apologies and promises that they are on the way. Wondering if I will even get them by Christmas. The company are still taking orders, absolutely disgraceful.
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. Please send us your order number so that I can look into this for you. Please know, you are very important to us and we want to do whatever we can to improve your experience with us. Many thanks and apologies again. Stephen Founder
Posted 4 years ago
Again, as others have stated, ordered multiple different bars following it's appearance on Dragons Den. Waited 8 weeks and it definitely was not worth the wait. Fruit and nut has in the main, bitter tasting nuts with very little fruit. It was powdery, and had an unpleasant bitter aftertaste. I was made aware that the process of making the chocolate had changed and the company was not happy with the earlier batches so didn't want to send out to clients... Hence the long delay. I believed that I was awaiting a much improved quality product. When it finally arrived I was very disappointed. No more orders from me I'm afraid!
Helpful Report
Posted 4 years ago
Dear Mrs Riley, 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
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
To be honest, I have only had good experiences with Heavenly. The orders arrive pretty much on time, I love the products (for me, they completely hit the spot, chocolate-wise). It is low-sugar and dairy free so it is different to ‘conventional’ chocolate, but i like it better! Other chocolate just tastes over-rich and sickly to me now. I particularly love the fact that it’s low sugar- so i get the delicious, sweet taste without wanting to overeat. I can’t recommend it highly enough.
Helpful Report
Posted 4 years ago
I thought it was just me - I watched Dragons' Den and was so pleased that at last there was an alternative to a dairy product which would suit me as a lifelong chocoholic and being lactose intolerant are not exactly compatible. I ordered the full range of bars available at the time and was prepared to wait. I'm sure the makers of these chocolates were trying their best but unfortunately I disliked the taste immensely. It didn't even taste like chocolate to me. What a disappointment!
Helpful Report
Posted 4 years ago
Dear Jan, 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
Really nasty chocolate. Waited 7 weeks for delivery and it was such a disappointment. It tasted stale. Reviews on their site don't get approved and they've turned reviews off on Facebook too. Really disingenuous company with bad chocolate. Avoid
Helpful Report
Posted 4 years ago
Dear Anastasia, 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
I ordered the chocolate after seeing on dragons den...I've never tasted chocolate so horrible..all three bars went in the bin...i kept opening the next bar hoping it would be better...just a very dark chocolate bitter in taste.. very disappointed..i don't know how they have got it so wrong..i couldn't taste fruit n nut..just bitter..couldn't taste hazelnut..again just a bitter taste through and through..
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. 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
I can forgive the crazy amount of time I had to wait as I was informed prior to ordering, but I have to be brutally honest, the chocolate is not pleasant. I ordered five different flavours and they all had a kind of plastic sort of texture and funny taste. Not pleasing to the palate at all. I applaud the effort, especially since I’m gluten free, but most regular chocolate doesn’t contain gluten and actually tastes nice. Sorry, but this is not for me.
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. 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
Like everybody I waited a long time for my 7 bars to arrive, but totally understood why. Very disappointed in the Chocolate very bland taste only ate couple of squares of each bar between our family, the rest went in the bin will not order again very disappointed customer.
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. 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
Was really looking forward to getting this chocolate after seeing it on Dragons Den, and happy to wait when they had such huge demand. However the chocolate was inedible. I got the Silk, Fruit and Nut , and Salted Caramel. As others have said, they were bland, and left a horrible after taste. All I had was one square of each and have asked for a refund as they are so horrible.
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, 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
Again like most had to wait for the chocolate, which wasnt a problem and it was nice to be kept up to date and have information. However i just didnt like the chocolate at all once it came, leaves a funny feeling in your mouth and is not a nice taste. More mocolate than chocolate! Possibly the people who do have these allergies/restrictions will enjoy it more but us chocolate lovers are left dissapointed :(
Helpful Report
Posted 4 years ago
Dear Carla 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
Brought every bar available You will need to get used to the taste if your used to standard chocolate If I'm honest It's ok not really heavenly It's eatable you're desperate not worth £3.50 per bar
Helpful Report
Posted 4 years ago
Dear Mark, 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
Like so many others, I waited a very long time to receive my chocolate, but understand the reasons for this delay. I truly wanted to support the small business man. Sadly like others, found the chocolate to be very disappointing. I ordered assorted, flavours, 7 bars of it. It just does not taste good enough for me to order again. It's just bland, lacking in any flavour/substance. To me, each bar is a very poor imitation of chocolate. Big let down as I was expecting a lot better, particularly as the Dragons seemed to love this product. I simply cannot understand why
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, 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
Completely understood the delays in delivering and pleased to be kept informed but so disappointed by the chocolate. Tried the caramel, milk, fruit and nut and plain. The plain was the best and tasted of chocolate but I found the others nasty, strange taste and aftertaste. Gave them away but my neighbour didnt like them either! I am so sorry, wanted to love it.
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, 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
Terribly disappointing. Waited some time after ordering following Dragons Den and after hearing how highly the Dragons rated it I was really looking forward to trying it. Unfortunately I did not enjoy it at all (tried the silk and the orange) and struggle to understand how the Dragons were able to say how nice it was. I know we are all different but seeing the 5 star reviews on the website leaves me wondering how people can say how nice it is when I found it so unpleasant. Has something changed? I didn’t have any problems with their customer service and they kept in regular contact about the delays. Feel very let down.
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, 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
I’ve just received my 5 flavour gift box from Pure Heavenly. It Arrived punctually in 2 days and beautifully presented too. No need to praise the chocolate bars as I’m already a fan and have eaten many previously. Happy customer
Helpful Report
Posted 4 years ago
Dear G We're so glad to hear that you were were so pleased with your gift box, they are very pretty aren't they - and tasty too. Tara and the Pure Heavenly Team
Posted 4 years ago
Pure Heavenly Chocolate is rated 4.0 based on 746 reviews