Chococo Reviews

Name: Chococo
Address: Unit E Link Estate, Blackhill Road, Holton Heath, Dorset
Rating: 4.78

4.8 Rating 7,762 Reviews

94 %

of reviewers recommend Chococo

4.8

Based on 7,762 reviews


Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	96%
Accurate And Undamaged Orders	97%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5

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

133

Anonymous

Anonymous // 01/01/2019

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

“When my partner opened his special egg it was in a few hundred bits very disappointing indeed considering how much it cost!!”

Helpful Report

Posted 1 year ago

Thank you for contacting us separately by email about this and we're happy to have resolved the issue to your satisfaction. We hope you don't mind us sharing your feedback from that: 'Excellent customer service very satisfied will definitely be buying again. The agent Ros who helped me was very polite and helpful.'

Posted 1 year ago

“I had previously ordered from Chococo as it reminded me of the lovely area of Dorset where they come from. The chocolate is alright, nice but not at the same level that their continental equivalents (i.e. Leonidas, Venchi...) but their products are a tad different from what you find at your usual high street favourites, so that makes for a nice change. I had seen previously that they had had problems with their deliveries during the previous Royal Mail strikes, but I made the error of ordering from them for a gift for Easter 2023. Well, Easter is now over and done and I am still waiting for my product. It was meant as a gift, so I had to buy with short notice another gift to avoid disappointment. Their response is that I have to wait until 10 days after Eastern Sunday is over and they would only refund me if I refuse to receive their product, so I would be paying for the delivery costs for a product that has not been enjoyed. Obviously they will not see my business again.”

Helpful Report

Posted 1 year ago

We guess that this review was written in haste as we have dealt with this matter and resolved it to your satisfaction, but we're sorry the late delivery prompted this. We should mention that our response wasn't as described here, but we understand you needed to rant.

Posted 1 year ago

“My order was meant to be a surprise gift, delivered just before Easter. I filled out the order form for delivery and billing addresses - correctly - and for some reason they sent my order to me and not the intended recipient. When I raised this with their customer service, they just said they were "baffled", and they closed my query with no resolution.”

Helpful Report

Posted 1 year ago

We're sorry that you felt there was no resolution. As we explained, the address information provided when placing your order online will have been included on your Order Confirmation - our website can't change this. We tried to explain that your order only contained one address - the same for both Billing & Delivery - and this was on your Order Confirmation. The reason we were baffled is because when we are provided with only one address, there is only one address to send it to.

Posted 1 year ago

“Loved the chocolate, not so much the illegal spam mail. Please understand the UK law on marketing emails before you start spamming. You can contact the Information Commissioners Office if you need guidance.”

Helpful Report

Posted 1 year ago

So glad you enjoyed the chocolate, but we can assure you there's no spam here! We only send out marketing emails to people who have signed up to our mailing list, and all of these emails include an Unsubscribe link at the bottom. Simply click on that link and you will no longer receive them.

Posted 1 year ago

“Arrived broken. Won't refund me till the get they get the broken egg back despite the fact I sent them proof of postage.”

Helpful Report

Posted 1 year ago

Sorry that your egg arrived damaged, but as we explained, because you decided to return the whole order and not just the broken item, we needed to received back the goods before we could provide a full refund. This was duly processed the same day as the return was received.

Posted 1 year ago

“My egg arrived in too many pieces to put back together, the packing was shockingly poor, and the Royal Mail delivery was random messages advising of delivery and then nothing arriving, arrived 3 days later than they said it would. I do not recommend this company to anyone, I had to send the egg back before a refund would be issued, so another wait in for collection. I felt like a criminal.”

Helpful Report

Posted 1 year ago

We're sorry that you didn't have the Chococo experience that we would want you to have. We're a small company and we do our best to put things right when things go wrong, but very occasionally even our very best efforts are rejected. We do ask for damaged items to be returned, which is in line with most businesses; if you received a kettle that didn't work, you'd send it back, and you'd probably have to drop it off somewhere as well.

Posted 1 year ago

“Did not receive”

Helpful Report

Posted 1 year ago

Sorry that your order was a bit late having been caught up in the Royal Mail strikes and backlog, but we can see that your Christmas order arrived in good time.

Posted 1 year ago

“We haven’t received it yet! Almost 2 weeks late. It’s an advent calendar!! Don’t use Royal Mail; they are unreliable”

Helpful Report

Posted 1 year ago

Sorry that your Advent Calendar arrived late; sadly it doesn't look like you alerted us to this issue. You're quite right, it did get caught up in the Royal Mail strike backlogs, and we can only apologise for this, but we would like to point out that you placed your order on 30th November and selected a standard delivery service, which at that time was indicated as approximately 3-7 days. If you're ordering a time-sensitive item last-minute, we'd always suggest using our First Class service. Hopefully you enjoyed catching up with the chocolates.

Posted 1 year ago

“We had the Festive 25 chocolate box and found the chocolates very disappointing. Some 40% of them were very small and the all chocolates lacked individual flavours and seemed dry. Even the chocolate ginger had the tiniest amount of crystallised ginger inside. I don't think I could have identified any of them without reading the list. We haven't finished them all because they were so boring.”

Helpful Report

Posted 1 year ago

Sorry that you found our chocolates disappointing. The Festive Collection is made up of award-winners and seasonal favourites and we have hundreds of returning customers year after year. It's all a matter of taste and I think we'll have to agree that Chococo's not for you.

Posted 1 year ago

“Despite what it said on the website, delivery was a long time after promised date.”

Helpful Report

Posted 1 year ago

Sorry that your Advent Calendar arrived a little later than anticipated. With the four Royal Mail strike days at the end of November it did affect delivery dates, and we can only apologise for this. As your box arrived on 2nd December we hope it wasn't too disappointing and we really hope that the chocolates were enjoyed nonetheless.

Posted 1 year ago

“Our parcel hasn't actually been delivered yet”

Helpful Report

Posted 1 year ago

Sorry that your order for an Advent Collection went astray. We can see that your order was despatched in good time but lost in the Royal Mail network, and that we provided you with a full refund. We understand that it's really disappointing on the rare occasion that parcels are lost, especially time-sensitive orders like this, and please be assured that we're as disappointed as you.

Posted 1 year ago

“NO DELIVERY, JUST TOOK MONEY AND SENT SPAM”

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Posted 1 year ago

“Bought this advent calender for my wife. At £26 i expected some Christmas sparkle to it. Whay you get is a small box with 25 numbers printed on the box. So when ypu goto have December 1st chocolate you see every chocolate. Not what an advent calender is meant to be. I certainly will not buy from you again.”

Helpful Report

Posted 1 year ago

Sorry that you didn't like our Advent Calendar. We have hundreds of customers returning for these each year and so we know that they are well loved and it was one of the Evening Standard’s Best Advent Calendars of 2022. We explain clearly on the webpage that this is an Advent Calendar with a difference, with no doors or plastic packaging, but with an overlay guide showing you what order to eat your chocolates in.

Posted 1 year ago

“Chocolate order arrived broken, I consider the packaging lacking. As it was a present for my son, not impressed. Did communicate my concerns to Chococo but did not receive acknowledgement or reply. Will not use this company again. Such a shame as their products looked very special and unusual.”

Helpful Report

Posted 1 year ago

Sorry to hear this, but we don't appear to have heard about your broken chocolate, so we're not sure how you communicated your concerns to us. We have a very responsive Customer Care team who are on hand to ensure all our customers have a great experience, and we are surprised to read this review. All we can do is apologise for any damage sustained, which we can only presume took place in transit, however we should mention that the slabs which you bought for your son are hand-cut from large trays so it may have looked like the pieces were broken when they weren't.

Posted 1 year ago

“First time I ordered these chocolates and the feedback from my family is that some of the chocolates tasted poor. We normally order hotel chocolat.”

Helpful Report

Posted 1 year ago

Oh no, sorry to hear that. We guess that it's all down to personal taste in the end, and we can't all like the same things.

Posted 1 year ago

“I am really disappointed! My delivery never arrived. I chased Royal Mail and even Chococo and haven’t received anything and I ordered a week and half ago. I brought a few items as gift for my dinner guest but I had to look for alternative option as I didn’t receive anything. Will need to chase Chococo for a refund. Very disappointed.”

Helpful Report

Posted 1 year ago

We're disappointed too. We can see that as soon as you contacted us we were on the case and we dealt with the problem caused by Royal Mail. We were both let down because of that and we're sorry your parcel was lost.

Posted 1 year ago

“Really irritating branded box making it very obvious what was being delivered.”

Helpful Report

Posted 1 year ago

Sorry you found this so irritating. We do pre-warn you about the branded box when we send despatch information so you can get to the front door first if it is a surprise! It's also mentioned in our FAQ's. We took advice from our business mentors, who have vast experience of managing online businesses, who recommended that our boxes should be branded to show pride in our brand and this is in line with many other premium businesses, especially in the food and drink sector, who have branded boxes.

Posted 1 year ago

“I’m sorry to say we were rather disappointed with the box. Ordered a “posh box” for my daughter’s birthday, expecting 25 different flavours of chocolate. There were only 14 in the variety received of which 4 were coffee flavoured which she isn’t keen on. Won’t be ordering again. Shame. Wanted to support local business.”

Helpful Report

Posted 1 year ago

Sorry to hear that you were so disappointed with the large Autumn Collection. This box has been one of our most popular seasonal collections to date. All the images on our website did show the contents of the box, but that may not have made it clear that there were two of each chocolate. Having read your feedback, we've updated our website to make it clearer that this collection contains two of each and is perfect for sharing.

Posted 1 year ago

“Unfortunately despite ordering chocolates on a Friday evening for my two friends’ 50th, to be delivered to a hotel where we we staying from Monday to Wednesday, the chocolates weren’t dispatched until late afternoon Monday and arrived after we had all left (1pm) in the Wednesday so I still can’t write a review about the chocolates! I’m waiting for them to be re-delivered to my home address. I was quite disappointed and one of my friends has returned to Sweden.”

Helpful Report

Posted 1 year ago

“Disappointing, the dark chocolate overwhelmed most of the centres and the cases were so thick and sharp they hurt to bite through.”

Helpful Report

Posted 1 year ago

Thank you for taking the time to post your review and we're sorry to hear that our chocolates weren't to your taste. The Autumn Collection has been one of our most popular ever seasonal selections and we have had excellent feedback about it, with many saying it's one of our best collections yet. The box of Glorious Ginger which you ordered is a classic favourite and an annual bestseller. We put big ginger chunks inside domes of our 72% origin dark chocolate from Ecuador, so it's simply solid chocolate with just the right amount of crystallised ginger. Perhaps you refrigerated your chocolates and ate them straight from the fridge which made the chocolate harder and a firmer snap? We advise that all our chocolate items are stored somewhere cool, dry and away from direct sunlight, heat sources or strong odours. Our selection boxes containing fresh chocolates with a short shelf life of a few weeks are happiest at c14-16 degrees (an old-fashioned pantry would be perfect for them), but if the only cool place in your house is the fridge, they can be stored there (but away from that cheese or any other strong flavours you may have in there!). Just like cheese though, the flavours are best if the chocolates are brought back to room temperature before being eaten.

Posted 1 year ago

Chococo is rated 4.8 based on 7,762 reviews