“I ordered chocolates online in November to be given as gifts for my kids school teachers in start of December .All the chocolates were manufactured in September and expiring in January.
It was disappointing.”
“What went wrong ? Immediately upon order I saw that the address was wrong. Emailed Koko Black AND used their customer service form to get help .... 6 days later , another email and another form later - still no news. You can't get anyone on the phone. You vou can't get any one to actually chat to you. Just a bot.
Had to wait 48 hours that DHL contacted me so i could redirect the parcel.
Absolutely appalling. This was a trial for a Christmas send out ... no need to say, I won't be using Koko Black, if I want them to go beyond a simple sell / buy.”
“I have spent well over 100 dollars and have yet to receive my items
No phone number to call to complain
I’d happily not complain and say how wonderful the product is
However you have to get the product to be able to taste it
It’s now over two weeks nearly 3 since I paid
I’m still waiting for delivery”
“Ghosted by Koko Black and ghosted by the recruiter that is/was recruiting for them… I was a loyal customer for many years too, often buying from them once every month-two months. That won’t be the case anymore. So disappointing and super unprofessional on their part.”
“I ordered special Father’s Day chocolate, but generic box arrived instead . No response from customer service , now too late to resolve. Extremely disappointed.”
“Wanted to buy a hot chocolate in the city store the lady said thet I could buy a small hot chocolate drink for the price if the large hot choc as you are standardizing on the small needless to say I walked away very sad what a joke”
“To Koko Black,
My delivery went to the wrong address, there is clear evidence as the driver took a picture of the address the purchased items were delivered, which is clearly not my house.
The most furious thing was when spoke to the chatbox person name Courtney, who just refused to help and kept shifting blame to the driver and gave a bunch of useless answers, such as suggesting we file a police report because the neighbour took it!? I DON'T remember authorising you to deliver without conducting proper identification checks and therefore why should I be going through all the trouble having to do the detective work and find out who took the chocolate?
Should customers be footing the bill when mistakes are caused by your subcontractors?
Eventually, this Courtney person just cut the line and closed the chat without a conclusion, absolutely poor service!”
“Worst experiences and with great disappointment, very misleading/ confusing on the delivery days, website should show clearly on the required preparation time + true delivery times ( all together, not within 5 days for NSW). Should clearly display ( 1-2 business day preparation + 5-7 days delivery times) May take up to 10-15 days … also shocking delivery services, left the items in the outdoor space, with heavy rain, all chocolate are soaked in water, admin staffs said it’s not within their control. Such a waste on the good quality chocolates. No refund at all!!”
“I need to buy corporate gifts every week and every time there is an issue with the features online. i.e today the customised card wont add to the cart. I'll give it one more week then I'll purchase some where else.”
“The delivery time wasn’t accurate (the website stated 3-4 business days - they were ordered on the Friday and arrived Saturday the week later) and the chocolates arrived too late which meant my dad already left for an overseas trip and didn’t get to enjoy his birthday present.
Very disappointed- wouldn’t go for a Koko Black delivery again.”
“In doncaster store, the service older lady is rude. She let me feel bad. The chocolate she gave to me without valentine’s day packaging , and ask me 2 dollars for that. After I showed her my order details, she said I should do blabla. She was there not service people but educated people. She didn’t make a sense what the customer need but blamed her.”
“Very upset with the customer service. Even the chocolates received didn’t taste right.
I have been the biggest shopper for Koko but don’t know if I will be shopping again!”
“I'm sure the chocolates were nice but the chocolates (a Christmas gift) were delivered and left out the front of a closed business address on a sunny Saturday morning on a inner city Sydney street.”
“The delivery process was atrocious and it took far longer that it should have to arrive. I got multiple notifications saying that the delivery was coming “today” so I’d arrange to be there or have someone there to get the delivery. When they finally arrived it was too late to get the gifts to some of the intended recipients which was incredibly disappointing. When I had called to follow up on its arrival I was told that it was on its way. This unhelpful information was even more frustrating. Considering how expensive the products are and how poor the service was, I will not be buying from Koko black again.”
“Our experience with Koko Black was not good. We ordered and paid for 4 hour delivery on Thursday December 8th 2022. We received the items on Monday 12th December.
I followed up on 9/12/22 by email - and tried to phone however there is no contact number. I was given the mobile number to call of an ex employee when I contacted one of the stores to assist- very embarassing
A refund was made for the delivery.
We will not be ordering again unfortunately”
