Chococo Reviews

Name: Chococo
Address: Unit E Link Estate, Blackhill Road, Holton Heath, Dorset
Rating: 4.76

4.8 Rating 8,999 Reviews

94 %

of reviewers recommend Chococo

4.8

Based on 8,999 reviews

Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Next Day
On-time Delivery	Greater than 94%
Accurate And Undamaged Orders	Greater than 92%
Customer Service
Communication Channels	Email, Telephone

About Chococo:

We have been crafting fine chocolates in Dorset since 2002 with origin chocolate & local, seasonal ingredients (& no additives, preservatives or added sugar), so they are truly handmade, handpacked & delivered fresh.
We believe truly fresh chocolates taste better & our customers & food experts agree, as we have won over 70 fine food awards over the years for our creations including most recently, 3 World medals at the International Chocolate Awards...enjoy!

Visit Website

Phone:

01929 421777

Email:

info@chococo.co.uk

Location:

Unit E Link Estate,
Blackhill Road,
Holton Heath
Dorset
BH16 6LS

145

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“>£40 thank you gift never delivered despite email confirmation, Chococo not interested because only discovered several months later. I ordered ten bars of Mega Milk 65% milk chocolate as a thank you gift for friend in Brighton back in October. I just visited the family and asked them what they thought of the chocolate, and they had never received it (despite me receiving an email from Chococo confirming delivery). I contacted Chococo customer services and the agent was polite and courteous however immediately rejected the possibility of fulfilling the contract and resending the bars because I was contacting several months late. I explained this was a 'thank you' gift, I would not normally expect another 'thank you' in return.. so I was totally unaware. Moreover Chococo sent an email confirming that delivery to the recipient had occurred, which was not true. Chococo can apparently evidence the package left the warehouse but are unable to provide proof of delivery. I note that there's similar feedback on Trustpilot from another customer who also sent a gift and it went to a completely different address and they were totally unaware. I'm adding my narrative really as a warning to other customers; I am afraid the default Chococo delivery is poorly suited to sending expensive chocolate gifts. £40+ packages should require 'signed for' delivery, and it is Chococo's responsibility to ensure delivery to the intended recipient happens. If this isn't provable then Chococo certainly shouldn't send out emails stating items have been delivered to the intended recipient. I think in situations like this, where the contract has not been fulfilled and clearly a genuine customer is left very disappointed, Chococo has got the balance wrong in doubling down showing no goodwill at the outset. I appreciate they're a small business and I also suspect they would still make profit from this single transaction, even if they had dispatched another box of this Mega Milk chocolate.. these are, after all, very expensive bars. Moreover, I would've ordered more myself had this been resolved, and perhaps my friend would've loved the chocolate and his family become regular customers. Disappointed and there's an opportunity to improve things for Chococo here, I am sure.”

Helpful Report

Posted 1 year ago

We're sorry that you're unhappy with our responses about a delivery made 9 months ago. As explained when you contacted us, we were way out of the time window that Royal Mail allows to make a claim such as this; claims need to be made within 80 days of postage. As such, we would have needed to be notified of the non-delivery by 12th January. We would expect customers to notify us within a reasonable time frame of the non-arrival of goods. Whilst we completely understand that the item was sent to a third party, you will have received confirmation at the time that delivery had been made. Unfortunately, we can't consider being contacted more than nine months after despatch as within a reasonable time frame.

Posted 1 year ago

“Ordered a chocolate Easter Egg and recieved chocolate peices, I contacted the company and they just stated discounted products don't get any sort of refund or replacement also the chocolate tasted abit flavourless not worth the money I spent at all”

Helpful Report

Posted 2 years ago

As we explained, all our chocolate gifts are despatched in perfect condition as we take the utmost care in wrapping them, however as per our Ts & Cs, we cannot accept any complaints about damages relating to items sold as 'SALE' items. Our Sale items represent excellent value for money for artisan, hand-crafted, ethical chocolate, and the chocolate you had was our 2023 Gold Great Taste award-winning signature 47% Colombia origin milk chocolate, so we're sorry if it wasn't to your taste.

Posted 2 years ago

“Look great - nobody would take a second piece, tasted terrible.”

Helpful Report

Posted 2 years ago

We're sorry to hear this. Our 47% Colombia milk chocolate is a 1 Star Gold Great Taste Award 2023 winner. It's produced in Colombia exclusively for us, made from Fino de Aroma cocoa beans and with just 30% added sugar, it has rich and creamy cocoa flavours with bright top notes.

Posted 2 years ago

“Doesn’t taste good”

Helpful Report

Posted 2 years ago

“Honestly quite disappointed. The couverture of chocolate has changed in the last couple years, and since it’s changed, the texture of the chocolate is greasy and commercial- almost a bit crumbly. I used to adore the old couverture, the amazing tempered snap it had. It makes me sad that Chococo is no longer my go-to choc place, I used to absolutely adore it. Bring back the raspberry riot and pistachio-cardamom truffles!!!”

Helpful Report

Posted 2 years ago

Oh no, we're very sorry to hear this. Our signature milk and dark chocolates are unique to us - we developed the 'recipes' with our chocolate partners, so you won't find our 47% Colombia milk chocolate or 72% Ecuador dark chocolate anywhere else! These chocolates are delivered direct to us, with no middlemen. We love working directly with our partners as it means that not only do we have confidence in the quality of the beans to make delicious chocolate, but we also have complete traceability of the chocolate from pod to product - in fact, our Ecuador dark chocolate is made from cocoa beans sourced from just one estate - and we know that our signature chocolate from Ecuador, Colombia & Madagascar is definitely slave-free. Oh, and our Raspberry Riot truffle (which definitely won't have a tempered snap) is on our ongoing chocolate menu and in many of our fresh selection boxes and in our shops, so still available!

Posted 2 years ago

“Tasted of mould and white fluff on inner cardboard, I realize it was a reduced product but no one really wants to eat chocolate that tastes like mildew.”

Helpful Report

Posted 2 years ago

We've tried to contact you about this to obtain more information and to put it right for you, but haven't had a response. We're really sorry to see that you've had a bad experience with one of our products. None of the items you ordered contain fresh cream or any other mould-forming products, so we'd like to see what the problem is and put it right for you. Even our sale items should still be good to eat even if they're past their Best Before date, and we'd never knowingly despatch mouldy products.

Posted 2 years ago

“Constant whining about the fact I haven't left a review yet. I ordered an Easter egg, it's not Easter yet, so how would I know how good it is?”

Helpful Report

Posted 2 years ago

Please feel free to ignore or delete the review requests that are sent automatically. The system isn't clever enough to know what you've bought or when you're likely to eat it (or gift it). If you don't want to leave a review, don't! Simples!

Posted 2 years ago

“Grandchild’s response was that the chocolate smelled horrible and he wasnt wrong. Chocolate robots”

Helpful Report

Posted 2 years ago

Oh no, sorry to hear this. We've been making our chocolate robots for years and they usually go down very well indeed! Hopefully the recipients of everything else in your order loved their chocolate and we can put this down to a matter of personal taste (or smell)

Posted 2 years ago

“Wrong products sent to me and most companies would have quickly shipped the correct ones, but I was made to go through the faff of sending the incorrect ones back to them before they would send me my correct order out. I didn't enjoy the products received. and won’t be shopping here again.”

Helpful Report

Posted 2 years ago

We're sorry to receive this feedback as there was no indication of your dissatisfaction in any of our correspondence. It is usual for incorrect items to be returned; we provide a pre-paid returns label and you can arrange for collection from home at a time convenient to you, so there should be very little faff; we're sorry that you thought so. We're also sorry also that you didn't enjoy our chocolate as might have hoped that would make up for it; chocolate usually makes things better 😢️

Posted 2 years ago

“I found it difficult to match the chocolates to the card. The flavours were average. Not the best chocolates I have had. Bit disappointing as they were a xmas present.”

Helpful Report

Posted 2 years ago

That is disappointing to hear, we're sorry about that. At the end of the day it's a matter of personal taste and much as we would love to, we have to accept that we can't win 'em all.

Posted 2 years ago

“the chocolate was very hard”

Helpful Report

Posted 2 years ago

Oh, we're sorry to hear this. The shells of our filled chocolates should be crisp, not hard. It may be that you ate them straight out of the fridge, which we wouldn't recommend as you diminish the flavours of both the filling and the chocolate.

Posted 2 years ago

“Chocolate is stale and whitish colour”

Helpful Report

Posted 2 years ago

We're sorry to hear this, and even more sorry that you didn't contact us to let us know there was an issue which we could have rectified for you. From this limited description, it sounds like the chocolate had bloomed as it would not have been stale. We can only apologise and urge any customer that is less than delighted with their order to contact our lovely Customer Care team, who are on hand to help with any issues.

Posted 2 years ago

“Hi, unfortunately I did not get my order yet. Would you please advise which delivery company you used?”

Helpful Report

Posted 2 years ago

“Shelf life too short. Information when buying not clear enough as to use by date”

Helpful Report

Posted 2 years ago

Sorry you missed all the alerts we put on our product pages for our fresh chocolates! As well as calling them 'Fresh', we clearly show the Eat by date on the picture on our website, highlight that they contain fresh ingredients and state that they need to be eaten quickly.

Posted 2 years ago

“Chocolate has a very cheap taste. For the cost of the boxes online, the purchase is not worth it. I have paid less money for better chocolate quality.”

Helpful Report

Posted 2 years ago

“The item never arrived.”

Helpful Report

Posted 2 years ago

“Disappointed and very expensive for what they were if I had bought them.”

Helpful Report

Posted 2 years ago

“Ordered the subscription as a birthday present for my husband, delivery date said 3 oct , great his birthday It arrived a week and half later, no apologies or emails , so disappointing !”

Helpful Report

Posted 2 years ago

We're so sorry to hear that your husband's first subscription box arrived late. If you'd let us know, then we might have been able to put things right for you. Our customer care team are always on hand to help if things are less than perfect, and we will always do our best to rectify things.

Posted 2 years ago

“I was very disappointed with both the bakes. The brownies were very thin and it was difficult to see the extra chocolate pieces as there were so few of them. They also seemed very undercooked (but not in the usual brownie way.) The shortbread was nothing like the picture and had a very mediocre flavour. I shall certainly not be ordering any more”

Helpful Report

Posted 3 years ago

Oh no, we're really sorry to hear this; it's disappointed us too. If you'd let us know at the time, we would have been able to look into your issues and done our best to sort it out for you. We're sorry that we weren't given the opportunity to turn your frown upside-down and sorry that we won't see you again.

Posted 3 years ago

“Very expensive and not particularly tasty, very very disappointing”

Helpful Report

Posted 3 years ago

That’s disappointing to hear but thanks for letting us know. If you'd got in touch with our team, we might have been able to turn that frown upside-down. We know we need to keep evolving new and exciting flavours, but we also know we can't please all the people all the time, and at the end of the day, it's all a matter of personal taste. It’s a shame as we have so many fans of our chocolate which is ethically sourced, hand-crafted and hand packed in plastic free packaging, and worth every penny, but we guess you can't win 'em all.

Posted 3 years ago

Chococo is rated 4.8 based on 8,999 reviews