Name: Pure Heavenly Chocolate
Rating: 3.96

“I finally received my chocolate yesterday. To be fair, I was kept informed of the problems they were having and was happy to wait. However, I am so disappointed with the chocolate. I had the orange, salted caramel and plain. I so wanted it to be delicious after all the hype, but it is really not very nice at all. I know we all have different tastes, but quite frankly I find it all pretty tasteless. I can't believe that the chocolate I received is the same chocolate that Peter Jones drooled over!!!”

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

“Like everyone else extremely long wait for delivery, in total 6 weeks 4 days from ordering to receiving. Bars are smaller than expected and have only tried the coconut bar so far, but not that impressed at all in the taste and probably will stick to chocolate we like and can trust in the future, and is freely available without nearly a two month wait. Shame as we wanted to support a family business.”

Helpful Report

Posted 4 years ago

Dear Peter, 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 waited nearly two months in excitement but when it came I was very disappointed Coconut tasted like soap. Spat it out Silk was slightly better so ate two chunks. Then began to feel sick. Horrid aftertaste. To me it tasted similar to dog chocolate Been queasy all afternoon. Perhaps allergic to the artificial sweeteners. Who knows. But won’t buy again”

Helpful Report

Posted 4 years ago

Dear Sandie, 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

“Not good ! Thought that I would support after seeing on dragons den. Purchased a selection which didn’t arrive (although lots of excuses followed). It would appear the demand was too much after the show. I presume they must have had some ‘ready Made’ chocolate.. after 1 month and having received an email offering their new Christmas advent calendar, I decided a refund would be in order... I received that with zero apology. Won’t be ordering again. Good Luck”

Helpful Report

Posted 4 years ago

Dear Rob, 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

“Dont sell what u have not got.!!!!₩ 7 wks still nothing no up dates forth coming. On the phone to them as dont answer email p”

Helpful Report

Posted 4 years ago

Dear Alison / Alision (not sure which is correct), 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

Posted 4 years ago

“I placed an order on 23rd of september for 3 bars of chocolate ! As of yet i have received nothing other than a response to an e mail i wrote asking when estimated date was likely. I did nt get a clear answer, just saying they were busy and it would nt be long. . Now its 3 weeks later and still nothing. I am not impressed . No updates to let me know whats happening .”

Helpful Report

Posted 4 years ago

“Ordered on the 23rd September 2019, after featuring on Dragons Den. After no delivery by 1st October, was told it could be 3 weeks before we receive the order. So now it's 4th November and still no sign. Phoned Pure Heavenly when to expect delivery and again was told approx another 3 weeks. To be honest I'm not that desperate to have the chocolate, but thought supporting a small confectionery business would be beneficial to them. Well I guess I was wrong! I'll be getting a refund and won't be ordering again. A little bit of advice, please get your eggs in order and when appearing on a high profile programme such as Dragons Den, make sure you can meet customers requirements whichever way the outcome may be.”

Helpful Report

Posted 4 years ago

Dear Julie, 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

Posted 4 years ago

“1 month on and nothing, dreadful customer service, won’t be buying again. Now found Aldi do a low sugar coconut milk choc.”

Helpful Report

Posted 4 years ago

“Couldn't give a zero hence the one star. DO NOT ORDER FROM THIS MAN. I think Peter Jones, his investor will be horrified. Ordered on 27th Sept. Did not tell me of any delay until they'd taken my money. Despite two requests for updates they just ignore you. What a disgraceful way to treat customers. I also feel it is disingenuous to advertise advent calendars when he has failed to deliver goods he has already taken money for. I would never rubbish a company starting out and I only placed my order to support them following the appearance on Dragons Den, never again will I order from them.”

Helpful Report

Posted 4 years ago

“All I am going to say is very poor customer care”

Helpful Report

Posted 4 years ago

“This customer services of this company is very rude. I have ordered a chocolate and I didn’t get any response to when the delivery will arrive. Few weeks later i got the message that your order is being delayed I emailed them to complain about poor communication and ‘Sonia’ emailed me saying that she has spoken Stephen to cancel my order I believe this company has received many orders and not communicating to customers and now because they are not able to fulfil the orders cancelling it I would not recommend anyone to purchase from them with poor customer care”

Helpful Report

Posted 4 years ago

“Placed my order on 26/09/2019 this company took the cost of my order £41.10 and now on the 18/10/2019 after emailing them several times I still have no reply or received my order. Don’t place an order with this company, to quick to take your money and I don’t know if I will receive the chocolates or a refund. Soo disappointed.”

Helpful Report

Posted 4 years ago

“1 month still no delivery Have emailed not no answers wish I hadn’t bothered Heavenly Chocolate what’s going on”

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 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

Posted 4 years ago

“I ordered 5 various bars of chocolate. They took my money. Then they emailed me to say they were out of stock. I asked for my money back but had no reply. I have escalated to a Paypal claim and as yet they have not responded to Paypal either. Avoid like the plague. Terrible business.”

Helpful Report

Posted 4 years ago

Dear Ben, 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 ordered 4 85g bars. 2 of salted caramel, one of coconut and one of the mint flavoured. The 2 bars of salted caramel arrived but the other 2 bars have not. I'm not sure if it's just me but the salted caramel does not taste of ch and it leaves a nasty taste in my mouth. If the other two bars ever arrive and leave a nasty taste in my mouth I will not be buying any more.”

Helpful Report

Posted 4 years ago

Dear Nigel, 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


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