Name: Pure Heavenly Chocolate
Rating: 3.97

“Ordered on 23 September. Now 10 December. No contact and no chocolate. After emailing several times got told our order was on hold and will be sent out next day. This was a week ago. No chocolate !!! Stay away from this company. Do not order from here!! Useless. Now having to go back to credit card company for refund. What if we hadn’t used a credit card?! Would’ve been out of pocket. What a scam. Hope the dragons are looking at this and wondering who they’ve backed!”

Helpful Report

Posted 4 years ago

“If I could leave 0 stars I would. We ordered the day after dragons den aired (23rd September). We spent £23 on your chocolate. It’s 10th December now and we still don’t have it and after several emails back and forth, they have started ignoring us so effectively they’ve stolen from us in my eyes. One of the last whisks they responded to said somebody put our order on hold and it would be sent out the next day. That was a week ago with No contact and no chocolate. Absolutely disgusting. We’re now having to contact the credit card company we used to get a refund. What if we hadn’t used s credit card?! We’d be out of pocket.”

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Posted 4 years ago

“After an extremely long wait for product to arrive( and yes I know why as you have told me several times in reply to emails ) I am extremely disappointed..... 6 family members and 1 friend have tried various flavours and sadly we are all VERY disappointed.... product has little taste of chocolate ,and an aftertaste, also the advent calendars are either difficult to open or unless kept flat the ‘chocolates’ do not stay in place ! Very surprised that the product was so highly rated by the Dragons especially now I have seen what appears to be mostly negative reviews. Each to their own I guess ,and of course taste is a personal thing . I will not purchase again, and consider the whole experience a waste of good money”

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Posted 4 years ago

“I was told there was a delay because of dragons den and a huge amount of orders. That didn’t bother me and I thought it’s best to be patient. An order I put in September eventually arrived in early December after it apparently went missing. The bars were broken, cardboard was either torn or wet. The packaging had broken and bars were all over my floor. Having tried the bars I am disappointed if I’m honest. The flavour isn’t great and the aftertaste of the sweeteners is very prevalent and not pleasant. I think there are better alternatives really. I didn’t mind the hazelnut one but the others weren’t nice. I hope they improve the recipes. I read the ingredients and there are three or four sweeteners and sucralose isn’t one I want to ingest. I won’t be putting in another order for a while.”

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Posted 4 years ago

“Thought the Dragons Den story was brilliant. Happy to support their new product. As commented by many people, horrendous delay in delivery. Product finally arrived, and regret to say, it was very disappointing. Taste is a subjective thing, but count me out.”

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Posted 4 years ago

“Submitted order 25th October. Accepted reasons for delay in despatch then 26th November received email to say order had been despatched. Now 7th December and order still not arrived. No reply to emails. Have requested refund. No response!! AVOID!!”

Helpful Report

Posted 4 years ago

“Very poor service and despite waiting 8 weeks I was told it had been dispatched and after another week I was told that they were waiting for the salted caramel to come in? I complained and requested a refund and 48 hrs later the order arrived. I am not impressed with the texture of the chocolate and a little disappointed, I will not re- order”

Helpful Report

Posted 4 years ago

“Who’s Elanie? You can’t even get my name right? Having read these reviews you can keep your chocolate, I hope The dragons are looking at this and watching their investment being wasted. Your review has a reply Dear Elanie, 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 by way of an apology which should be with you next week sometime. Please let us know where to send them. 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”

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Posted 4 years ago

“I wrote this review in November and it has since been deleted along with many other negative reviews. AVOID. They claim a piece of equipment went wrong affecting 850 customers after their dragons den appearence and offered a free bar in compensation. I want to know why reviews are being deleted! There were over 150 1 star reviews on this site at the original time of my review!!! Shady company!”

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Posted 4 years ago

“Horrendous customer services, horrible tasting chocolate, oily and bitter and 8 weeks late. Promised me a free bar as compensation and didn’t send, deleted my and 75 other previous 1 star reviews, fraudulent, shocking company, DO NOT BUY!!!”

Helpful Report

Posted 4 years ago

“Massive disappointment. Granular texture. Unpleasant aftertaste. Bad reviews keep disappearing. The heavenly chocolate website failed to publish my review, choosing only to show 4, and mostly, 5 star reviews. Even this site had 75 one-star reviews mysteriously disappear yesterday. The cynical Mr. Peter Jones must be laughing all the way to the bank.”

Helpful Report

Posted 4 years ago

“After waiting for my order to arrive for a couple of months, I was very disappointed to find most bars were delivered broken. Then we tried the orange bar and were extremely disappointed again. There is no taste, Flavour, it’s got a horrible texture and leaves a dry taste in your mouth. It states milk chocolate but it’s dark! The back of the chocolate is marked, like it’s out of date? I rate Peter Jones, but this is not chocolate I could imagine anyone raving about? It’s does not taste like chocolate at all. I feel totally ripped off. On one of the emails I was sent it mentioned they had changed things a little. Those changes might be the problem? This is NOT CHOCOLATE just a fake cheap product, it’s does not melt in the mouth, it just leaves a weird oily film in the mouth, like it’s out of date cheap candy!! Leave well alone and don’t get conned into thinking it’s a low sugar miracle, ITS NOT!”

Helpful Report

Posted 4 years ago

Dear Jill, Thank you for taking the time to write a review. I am really sorry to hear 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 have simply been 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 out 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

“Ordered chocolate in September for my vegan friend as a birthday present. Was told it was posted almost 2 weeks ago, still not arrived. Lost for words. ☹️”

Helpful Report

Posted 4 years ago

Thank you for taking the time to write a review. I am really sorry to hear your experience and would like to put things right. Please send us your order number so that we can get this sorted for you ASAP. Many thanks and apologies again. Stephen Founder

Posted 4 years ago

“Waited months . Really”wet” email tone / excuses regarding 3 month delay. Ordered large bar in every flavour. Dreadful product. I actually put much of it in the bin- very unpleasant ! I have never thrown food away before this. Really bad taste. I did give a bar to a friend before I had tasted the product and now I am embarrassed 😞 flavour is poor. Texture is oily . Customer service is dreadful too”

Helpful Report

Posted 4 years ago

Dear Anita, Thank you for taking the time to write a review. I am really sorry to hear 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

“I ordered 6 bars of chocolate having seen the dragons raving about it and couldn’t wait to receive it! Fast forward two months later and after numerous chasing emails and the promise of a free chocolate bar for compensation I receive the ‘chocolate’. The ‘chocolate’ tastes awful. It’s greasy, oily, lacking in flavour and I can see why the owner Stephen says in his pitch his children are satisfied with just two pieces of it... because it tastes like ****. The company failed to deliver on their promise of a free chocolate bar and have since been ignoring my emails to explain they haven’t included the free bar - great customer service! Remembering the dragons den pitch Stephen mentioned he once lost customers and had to win them back - this time he’s lost all of his customers because he’s clearly a conman offering sub standard products, lying to customers and ignoring them. I hope he enjoys all of the money he made from the scam this Christmas as I suspect next Christmas will be a lean one!”

Helpful Report

Posted 4 years ago

Dear Michael, Thank you for taking the time to write a review. I noticed you have written another review but that is a different Heavenly Chocolate, which is why it has taken so long to reply. They have a different website and that is why your reviews have now been moved to Pure Heavenly, and not disappeared as you suggested. However, 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

“After reading previous reviews I was almost dreading delivery of £26 of chocolate in a range of flavours but thought I really must make my own opinion. After ordering back in September I finally received my order yesterday 28 Nov. During this time it seems that customer services stopped replying to my messages chasing this order. I tried a piece of the orange and salted caramel yesterday the salted caramel certainly has no salted caramel taste and the orange yes is orange but I really have to agree with previous reviews that this chocolate is very very strange leaving an oily sort of aftertaste, I also don’t find this very chocolate like it’s more cheap candy chocolate like. Today I tried a piece of mint, hazelnut and fruit and nut, again it’s with regret I have to agree with previous reviews that the nuts on the fruit and nut are very bitter and old tasting and oh my goodness the hazelnut one was literally unbearable, quite a vile taste and very strange texture like the mix had split during preparation that piece I could not even eat and Straight to bin that bar went. Sadly Palming the others of as stocking fillers and hope I don’t offend the recipients, with the bars already tried .....well who knows I guess I may try one more time but feel the bin may be the final destination. The mint was minty but no taste of chocolate at all. Overall I’m shocked at how all these flavours taste and how unlike chocolate they really are. I’m bewildered how impressed the dragons were but then again they did taste different chocolate as the recipe has been changed during my long wait of despatch. Supposedly for the better but if that’s the case goodness knows what the dragons tasted. That sure has been a waste of £26 and I’m not even going to bother trying to get a refund as I see on a previous review that pure heavenly refused them saying they have many five star reviews. So I’ll just put this down to a bad experience. I’ll just finish by saying I have absolutely no idea how anyone is giving this chocolate five stars.”

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

“After 2 months the chocolate bars arrived.the packaging smart but the flavour foul.not surprising when you look at the list of ingredients which include inulin,(oligofructose),chicory fibre, sweeteners eryrthrtol,polydextrose,isomalt,sacralose,vanilla flavouring,emulsifier,sunflower lecithin 🤭🤭🤭 gave me stomach ache. These contents cannot be any good for you 🤢🤢🤢”

Helpful Report

Posted 4 years ago

Dear Evan, 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

“Waited 8 weeks for 3 bars and 2 advent calendars. Once the order arrived, 2 chocolate bars were missing. Also due to poor quality, the calendars were damaged with some chocolates out. Choc bar tasted very bland with weird after taste. Contacted customer service, received a response a couple days later saying it’s been posted. Haven’t received anything, send another email a week later asking for refund, no response, but just received a notification of partial refund. Poor product and even more poor customer service!”

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

“Same as everyone else. This cannot be the same chocolate Peter tasted. It literally tastes of nothing and a bit of sweetner. Waited 8 weeks for this rubbish. Almost feel like I've been scammed. Spent over £20 on this. My children are very very disappointed. So is my wallet.”

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

“WHAT A HUGE DISSAPPOINTMENT! THE WORST CHOCOLATE I HAVE EVER HAD. WAITED 3 MONTHS FOR THIS HORRIFIC CHOCOLATE. SPENT OVER £20. GUYS SAVE YOUR MONEY. IT'S NOT THE SAME AS WHAT THE DRAGONS WERE GIVEN.”

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


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

Pure Heavenly Chocolate Reviews