“Poor customer service I received from their online team.
Did not try to help at all to solve my two requests and after countless irrelevant emails back and forth, they advised my order was shipped and there was nothing they could do. Hopeless and unhelpful.
I would not place an order with them again.”
“Please note this review is not for the quality of the chocolate, instead it is for the enormous series of administrative and packing errors experienced after placing our Koko Black order.
The first inconvenience was not advising us that there was insufficient stock and us having to follow up before any contact was made. Secondly, after finally recieving our order, we were extremely disappointed to find two of our original items missing.
Once again, we had to reach out to explain the sub-par experience. Lastly, there was no communication made advising the two items had been shipped and therefore we couldn't make plans in advance to expect the delivery. As such, the items were left at the front porch in hot conditions. Also note, the delivery company did contact me to advise the items would be left and attached a photo which was appreciated.
Our original order was made on 25 November 2022 and we finally received the complete order on 21 December 2022. The total turnaround time for this order was 18 business days when you specifically quote "up to 5 days in VIC". It was an unsatisfactory experience which has unfortunately tainted your brand in our opinion.”
“Koko Black really cheaped out on the chocolates in their advent calendar this year. Tacky little squares of milk chocolate with some vague kirsch aftertaste making them horrible to taste for young and old. Last year's calendar was excellent, it had a full selection of lovely truffles. Combined with the fact that, having ordered before December, I only received my advent calendars on 19 December. I had been advised by email they were coming on 5 December which was reasonable given the season. Then followed two weeks of complete silence. I then complained and was largely ignored. Very poor quality and service. I am pretty certain I won't be returning and I would have given the whole process no stars if that was an option. SUPER UNHAPPY CUSTOMER”
“Because there was no recognition of Koko Black system incorrectly labelling my gift.
This caused me some angst when it wasn’t delivered to the recipient directly.
No apology was made by KB.”
“One package was missing. Then was resent by normal post despite request to expedite and took another week to arrive by which time I was no longer able to gift it. What a waste. Company unable to be contacted despite multiple phone calls and messages. Was keen to use your company for ongoing corporate gifting but will not be doing so given this experience.”
“Delivery never turned up and customer support could have genuinely been more empathetic especially for a first-time customer. Luckily were prompt to refund.”
“After a difficult time navigating your website (I own up to not being too computer savvy), the treats were ok but the delivery was dreadful. The goods were left on a Saturday in the garden of a closed medical practice and not retrieved until Monday morning. Fortunately it had not rained but the weather was warmish. I certainly won't repeat the exercise again.”
“The worst customer service I have ever experienced. After waiting 3 weeks for my order I never received it and all I got was refund and a 10% discount off my next order. Wasn’t offered anything for my inconvenience.”
“Terrible. Delivered 2.5 weeks after ordering. Customer service representative could have done a lot to improve the situation by just picking up the phone.”
“You have my email correct, you have the shipping address's correct, but you have the purchasers or billing name as the ones receiving the gift for Christmas, why would you be asking them did they enjoy them, they haven't opened their gift yet, my second order with you again was just as muck up as the first, given both had extra sleeves wishing the receivers by name, merry Christmas from us, by name, every time I tried to redo the billing address you web just keeps on reverting back to the wrong names, all though I had thought I fixed the problem, obviously didn't, what a shame your not able to get this problem sorted because your chocolates are sublime, and with out the mix ups would have received 5 stars, this was not a stand alone issue, my daughter sent chocolates for fathers day, ordered in early August they also had the wrong name on them and ended up sitting at the post office until the start of October after she had pushed you to follow up as to where they were,
JK”
“I'd love to say how wonderful the Advent Calendars are but I cannot - they were ordered on 16 November I was not given an ETA or tracking number and they never arrived. Several emails later and a new order is being sent out this time with an ETA of 9 December. Great! Advent Calendars start on 1 December - disappointed children and a very angry mum!! A family Christmas tradition ruined this year. And I nearly didn't get them this year because of the hideous box - is it so hard to make an Advent Calendar Christmasy? It looks like a badly wrapped chocolate box. Regretful purchase.”
“The day after my $400 order arrived I was given an email offer to spend over $200 and receive a free gift. I asked if this could be applied to my order (as I had literally received it the day before) and was told no. For a premium product and for such a large order it would have been nice to have equal customer service, or at least not receive an email advising what I had missed out on. I won't be buying again, it's good but there are other premium chocolate companies that show some extra care for their customers, especially when they have spent so much money with them. Very disappointing and unprofessional response.”
Hi Diana
Thanks for your review. We’ve investigated this one a bit further and it looks like you placed an order for click and collection at our Karrinyup store. This one has been ready for you to collect since the 6th of November
If there is anything more we can help you with please feel free to reach out to our team via hello@kokoblack.com
“I still haven’t received the delivery which I believe was ordered online by a friend 16 days ago. Was promised they would finally arrive today but tracking again saying delayed (no, really?). Maybe if you want a good review, don't send the request 4 days after something is ordered? Initially sent to wrong state. Sat there for days. Rerouted to right city and has been sitting at the depot waiting to go out (in the heat???) for over a week. Unimpressed so far”
“Delivered to wrong address. Not left in a safe place, in full view of passing foot traffic near busy train station. No help for rectifying. $120 out of pocket for nothing”
