Chococo Reviews

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

4.8 Rating 8,997 Reviews

94 %

of reviewers recommend Chococo

4.8

Based on 8,997 reviews

Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Next Day
On-time Delivery	95%
Accurate And Undamaged Orders	Greater than 93%
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

“For a product that is truly delightful, it is utterly pulled down by their customer service agents and lack of website updates to reflect current situations within Chococo's deliveries. Not providing information to customers prior to purchases, does not support customers to make informed decisions and is an unethical way to conduct business. Higher standards are needed for the price level. Customers should also not receive passive aggressive emails from the customer service individuals. My experience was so appalling that not only will I not do business with this company but will also actively provide my experience to others to help them make an informed decision if this is a company they feel they can support. I do hope things change, for the benefit of those who are in the process element of this business.”

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Posted 3 days ago

“Not good, didn’t receive it”

Helpful Report

Posted 1 week ago

Thank you for your review. We have been in touch to explain that there has been a pause on us dispatching orders due to recent heatwave. This was a warning on the website at the time you placed your order, and we also emailed to let you know your order was placed on hold due to the temperature.

Posted 5 days ago

“Please don't ask for a review before you've even delivered the product.”

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Posted 3 weeks ago

Our feedback forms are sent automatically and so sometimes they are sent before delivery, especially when delivery is delayed due to the recent hot weather. We don't expect customers to review us before they have tried our products! We hope the chocolates were enjoyed when they arrived, and that they were more than a 1 star review quality!

Posted 2 weeks ago

“My Order didn't arrive until 2 days after my preferred date. I contacted Customer Service and received a response which pretty much said 'we can't guarantee a delivery day, so that's just tough'. Sadly this is the sort of reply you get from many people in Customer Service nowadays. They have your money, so they're not bothered after that. I definitely won't be using Chococo in the future.”

Helpful Report

Posted 1 month ago

Thank you for your review. I'm sorry to hear your order arrived later than expected. Unfortunately, your order was placed during the hottest time of the year (so far!) and had we shipped your order earlier, its likely the chocolate would have arrived completely melted! As stated in our email to you, we did have a warning on the website at the time your order was placed, explaining that orders were currently on hold and they would be sent once the temperature cooled. I hope this helps!

Posted 1 month ago

“My Easter egg had sadly bloomed abd discoloured which affected the taste significantly”

Helpful Report

Posted 3 months ago

Thank you for your review. We're sorry to hear your Easter Egg arrived bloomed. This is something that can happen from time to time, and shouldn't have an adverse effect on the taste of the chocolate. I'm glad that we were able to resolve this issue when you got in touch with our customer care team.

Posted 2 months ago

“Terrible service. Don’t bother with the preferred day delivery option as they will send your items after that. And they don’t reply to emails - I emailed three times with no response. I won’t be ordering again and I have been a customer since the beginning.”

Helpful Report

Posted 3 months ago

Thank you for your review. Unfortunately, we faced an issue with the production of one of the products you ordered, which meant you order left later than intended. I'm sorry this ended up arriving after Easter. We were in contact from the 2/4 to 8/4 updating you on your order and offering you to return your order at no additional cost. I'm not sure what emails you're referring to that weren't replied to. We're sorry to see you go, we appreciate the support up until now.

Posted 2 months ago

“On the online order form I entered a Bristol delivery address and a London billing address. Chococo informed me that they had shipped the package to a nonexistant postal box in Bristol. So, the package was never delivered to the intended recipient, and Chococo have not replied to my phone calls. Very, very poor service.”

Helpful Report

Posted 3 months ago

Thank you for your review. Unfortunately, we don't have time to check every address on every order is correct, so we process the order as it arrives to us. We weren't made aware that the delivery address was incorrect, before we shipped it to you. Apologies for not being able to return your calls, we were extremely busy over the Easter period, but we did get back to you via email and resolved this for you.

Posted 2 months ago

“Terrible customer service . I emailed 3 times and left 2 voicemails with no reply . My order on 30th March ( paid extra for next day delivery arrived on 10th April. A week late for my Easter gifts which I had to go out and but again late on Easter Saturday afternoon”

Helpful Report

Posted 3 months ago

Thank you for taking the time to review. We’re very sorry to hear about the lack of response to your emails and the late delivery of your order. We have been in touch to let you know that we didn't receive any of them due to the Easter period being so busy for us. We have done our best to resolve this for you. We're genuinely sorry for the disappointing experience.

Posted 2 months ago

“Sent me the wrong product and ruined easter! Recieved the signifigantly cheaper and smaller "Roarsome Dinos" instead of the The Roar-some Dino Egg which I had ordered.”

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Posted 3 months ago

Thank you for your review. I’m really sorry you received the wrong product and that it affected your Easter. We're so sorry about this, we acknowledge human error can play a part in the packing of our orders and so we would've send you the correct item, and had it to you before Easter, if you let us know. I'm really sorry for the inconvenience this caused you.

Posted 3 months ago

“Advertising as a large Easter egg, however it did fit in the palm of 1 hand!!!! Very high price for what it was. Clever/shrewd marketing - price point of £35.00....guess the value of free postage! Anything with a value over £35.00 Overall, excellent website and promotion but very disappointing product. It was a gift but the taste was not great as per the advert”

Helpful Report

Posted 3 months ago

Thank you for taking the time to share your feedback. We’re sorry to hear the Easter egg didn’t meet your expectations in terms of size or value, we do attempt to be as clear as possible regarding the size of the egg, this isn't something we hide! Free postage is and has always been at the point of £60, so this isn't linked the to cost of our eggs. Thank you for your review.

Posted 3 months ago

“This is the second time I have brought an Easter egg from them the first time it was broken and they replaced it and I tried again this year and it broken again the chocolate it self is good quality but the delivery is not i think I wor bothered with them again”

Helpful Report

Posted 3 months ago

Thank you for your review. We’re sorry to hear the Easter egg arrived broken again and that delivery hasn’t met your expectations. This isn’t what we want for our customers. We have emailed you with a resolution to this issue. Apologies again for the disappointment.

Posted 3 months ago

“Very disappointed 17.00 for an Easter edd. 175 grams. Expected a bit more”

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Posted 3 months ago

Thank you for your honest review. We're sorry to hear you expected more from the Egg. The weight is included within the title of the product, so we're not trying to hide it! Thank you for your honesty and sorry it missed the mark for you.

Posted 3 months ago

“I ordered two dairy free hens and two dairy free rabbits for Easter and paid approx £40 inc post and packaging. They arrived and were great so I decided to order a raspberry and pistachio easter egg for £16.50 plus postage and packaging so approx £20 in total. Egg arrived and was tiny, really poor value for money, the egg is slightly smaller than my hand, not remotely impressive and not worth £16.50! I fed back to customer service and asked to return. Response was that I could return but that I would have to pay for the return which would have cost half the price of the egg. I felt seriously ripped off to have overpaid for something so small in the first place and given that I'd spent £60 on Easter chocolate, I thought the response showed that Chococo really don't care at all about their customers!”

Helpful Report

Posted 4 months ago

Thank you for taking the time to share your feedback. We’re really sorry to hear that the raspberry and pistachio egg felt disappointing in size and value, and that your experience with our returns process left you feeling let down. That’s certainly not the impression we want to give, especially to a returning customer who has supported us with multiple orders. We do aim to be transparent about product sizes and pricing, as this is all very visible on the product page on our website. Unfortunately, as a business we cannot afford to cover the cost of returns for every order, when we have made a mistake we wouldn't expect for the customer to pay for the return. I hope this helps, thank you again.

Posted 3 months ago

“So disappointed with this purchase I will never order from here again. They are extremely overpriced for the miniature box of chocolates that arrived however it was packed in a large cardboard box such a waste. Do not buy these tiny 9 chocolates in a tiny box for the price!”

Helpful Report

Posted 7 months ago

We’re very sorry to hear that you were disappointed with your purchase. We appreciate you taking the time to share your feedback. We never attempt to hide the amount of chocolate that any customer purchases, the total weight of the chocolate is always available for every product. We appreciate your feedback nevertheless.

Posted 6 months ago

“Not particularly happy with the service I recieved. Firstly, the chocolates were late to arrive. Missing my friends 60th birthday. I had not been forwarded the email informing me that due to the very hot wetather items would be delayed by 2 days. I did recieve a prompt reply to my complaint and that was good. The next thing was when the chocolates arrived the the message sticker I had asked for had been stuck down at a slant on the compliments card. This looked really shoddy and I think as the first thing you see as a gift to someone, this part of the order should have been performed with care. It doesn't relect well on the company. I was sent a very quick relpy to this complaint. I was offered a no time limit 20% off any future purchases as a good will, but I wil not use this company again. I had used Chococo several times previously and as it was Christmas time so I didn't really have a deadline, so a few days here and there on delivery didn't make a difference then.”

Helpful Report

Posted 11 months ago

Thank you for taking the time to leave your feedback, and we’re sorry to hear that this experience didn’t meet your expectations. We completely understand your frustration around the missed birthday delivery. While we did delay some orders during the extreme heat to protect the chocolates (which we clearly communicated on our website), we’re sure your friend would have preferred receiving the gift a day late rather than a box of melted goo! We’re also glad you received prompt replies from us; we always try to respond quickly when something's not quite right. As for the message label, we're sorry that this detail fell short. That said, we can’t help but notice a few typos in your review (it happens to us all!), and we do think it’s worth remembering that if perfection is the standard, even the smallest slip can appear more serious than it really is. We take great pride in our presentation, but occasionally, a slightly off-kilter sticker sneaks through, and for that, we apologise. We’re grateful you’ve chosen us in the past, and while we’re sorry to hear you won’t be ordering again, we do hope your friend enjoyed the chocolates themselves ... as many others did, even during the heatwave.

Posted 10 months ago

“Placed my order, to be delivered before Easter. No communication or updates until a week after Easter. Turns out my order had been 'missed' completely and wasn't coming at all. Order was cancelled and refunded (despite still being wanted) and when I was told to reraise my order, the items we had originally ordered were sold out and wouldn't be possible to order. Disappointing.”

Helpful Report

Posted 1 year ago

We're so sorry for the experience you had with your Easter order. Unfortunately, your order was missed. An error on our part, for which we hold our hands up and take full responsibility for. As you got in touch over the Easter weekend while we were closed, unfortunately by the time we saw your message and realised what had happened, we’d already missed the Easter delivery window. To make matters worse, the item you'd ordered was then out of stock, so although you let us know you still wanted it, we advised that we simply couldn’t fulfil the order. We completely understand how frustrating and disappointing that must have been, and although we processed a full refund, we understand that we let you down. We’re genuinely sorry for the inconvenience and disappointment.

Posted 1 year ago

“Arrived 5 days late. Came broken. No response to my complaint. Very disappointed. Avoid”

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Posted 1 year ago

We’re truly sorry to hear about your disappointment. We did reply to your complaint and are concerned that our response may not have reached you. We always aim to provide excellent customer service, and as a small, artisan company, your satisfaction means a lot to us. If you haven’t received our email, please check your junk folder, or feel free to reach out again so we can make things right. We’d love to resolve this for you!

Posted 1 year ago

“I was very disappointed with these chocolates. They tasted stale and the chocolate quite unpleasant. The cost was exorbitant, with postage they were £1 each, which made the purchase an even greater mistake.”

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Posted 1 year ago

Occasionally, we just have to accept that we can't win 'em all .... customers that is. Awards, well that's another thing altogether - 130 to date. Furthermore our delicious raisetrade chocolate is sustainable, slave free & ethical as well as being hand-crafted and hand packed into planet friendly, recyclable packaging. We think it's worth every penny when you do pay for it! Enough said!

Posted 1 year ago

“You canceled my order. You said you did not ship to the United States.”

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Posted 1 year ago

Yes, sorry about that. We do say this in our FAQ's. As we explained, you managed bypass the website by keeping United Kingdom as the country rather than change it to USA; if you'd changed it, you would not have been given any delivery options. At the moment we don't send outside the UK and we do not send to the USA, Canada or the rest of the world due to the amount of time our perishable items are likely to spend in transit.

Posted 1 year ago

“Horribly overpriced. Small size chocolate advent calendar. Dairy free 17year old said the chocolates were “just ok - nothing special”. Think I’ll go back to M&S truffles for a quarter of the price!”

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Posted 1 year ago

Ouch! Our Countdown to Christmas consists of 25 exquisite hand-crafted chocolates - many of them award-winning - made with raisetrade chocolate that's sustainable, slave free & ethical. All hand-packed into planet friendly, recyclable packaging. Worth every penny, but sadly just not appreciated by some 😢️

Posted 1 year ago

Chococo is rated 4.8 based on 8,997 reviews