“Order placed on 31st October 2020 but to date 12 November still not delivered and no explanation from customer services sono idea why I have been asked to review the products!”
“We are still waiting for delivery. Can you please let me know what is happening as Australia post notification said delivery should have been November 9. We purchased quite a large hamper and do not think chocolate should be in transit for this long.”
“Always delicious and I love that there’s something new every year but I can still get my absolute favourites! The only thing that would be better would be if you opened a store in Brisbane!”
“These are decadent treats for birthdays and other special occasions. They’re the sort that you want to savour and often will take me weeks to finish.”
“Wonderful quality! The packaging was just as much as a treat as the chocolates. I am very grateful for the quality of flavour as well. The almond and orange dark chocolate block, was delicious, due to the quality of ingredients including the candied orange.”
“My ordering experience was dismal. I was charged for a same day delivery which didn't arrive for 3 days. I was unable to get in contact with customer service & after leaving multiple messages got a reply 4 days later. I was promised a refund on the delivery fee which also has not eventuated.
The products are fantastic but customer service was the worst experience I have encountered as a consumer.”
“Based on my last experience with the Koko Black online ordering, I am afraid I can only give it a Zero, or at best 1. In all the experience was rather disappointing.
1. Order #34321
This order was made on 9 October 2020, and was intended for a birthday present on 17 October. On 12 October I received an email telling me the order was 'on its way'. Hence it looked like things were on track.
However, by the 20 October, I still had not received the order. Of course any plans for the birthday present had by now become superfluous. I sent an enquiry form to your 'Online Customer Experience', and got a response the next day telli9ng me that you had changed delivery partners, and no longer deliver to P.O. boxes, and asked me to provide a physical address for delivery, which I did.
On 28 October, I still had not received anything. Your 'Online Customer Experience' member Ms Kanada Earles said she would resend my order, and to 'throw in some extra chocolates' (via a second order) for the inconvenience caused. On 30 October, she said the original order was already on its way through Australia Post to my P.O. box, but the second order to my physical address had not yet despatched, and asked me in that case would I like to cancel the second order. I replied that I would, but then received another email on 2 November advising me that the replacement order had already been despatched.
On 4 November, the order sent to my physical address was finally received. However, nothing further has been heard of about the consignment supposedly sent to my P.O. box. i did raise the matter with Ms Earles, but has not to date heard anymore.
It is unheard of that a simple online order such as this could drag out for a whole month, and this experience went to show the deficiencies and flaws in your ordering system.
2. There was another online order which I had made earlier in September (details of which I had not kept), which was a 'click and collect' at your shopfront at Como Centre in South Yarra. We got a text saying the order was ready, so my wife went to the shop to collect. The sales rep at the shop was preoccupied with chatting to her colleagues and just gave my wife the bag containing the order. believing the order was complete, my wife did not check its contents and it was not until she returned home that I realised there was one box of chocolates missing (I had ordered two). So I made another trip to the shop, whereupon the sales rep just said "oh that other one is not available until next week". This explanation was not made to my wife the first time. I then offered to purchase a more expensive box and pay the difference, but no, I was told this was not possible. To do do would mean the shop has to cancel the original order, process a refund, and then do a new order. In the end I just settled for another item of an exact value to the one ordered.
This other experience showed the lack of attentiveness in dealing with clients and the inflexibility in handling what would have been a very simple transaction.
Dominic Yau”
“Fantastic experience with Koko Black online ordering.
I have made an error on the delivery address and received great help from your Online Customer Experience personnel, Kanada Earles.”
“Sorry but I really struggled with website and also customer service .. there was none .. I constantly shop on line but website was not user friendly .. personal sleeve Message was so tiny .. customer service took days to respond .. took a week to be delivered ☹️”
“Koko Black are the most delicious chocolates I have ever tasted. Thank you
I wasn’t happy with the delivery service by StarTrack, but couldn’t fault the service by Koko Black”
