Pure Heavenly Chocolate Reviews

Name: Pure Heavenly Chocolate
Rating: 3.96

4.0 Rating 747 Reviews

74 %

of reviewers recommend Pure Heavenly Chocolate

Company Reviews

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Metrics

4.0

Based on 747 reviews

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

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Pure Heavenly Chocolate 1 star review on 17th November 2023

SMW

Pure Heavenly Chocolate 1 star review on 7th September 2022

Chris Visk

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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.”

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Posted 5 years ago

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

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Posted 5 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”

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Posted 5 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.”

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Posted 5 years ago

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

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Posted 5 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 5 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 5 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 5 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 5 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 5 years ago

Pure Heavenly Chocolate is rated 4.0 based on 747 reviews