Chocolate Express レビュー 52

They have a model of overcharging and profiteering on delivery fees which are aimed at cancelling out loyalty points or fake discounts. They use unreliable, budget couriers like Evri (Hermes) who either deliver very late or fail to deliver at all. Unreliable. Better to use Neuhaus who, albeit, are more expensive but offer much higher quality, charge less for shipping and use carriers that can be relied upon.

I bought 48 mini easter eggs then immediately after watching the page complete realised I should have just bought 100. So, I immediately emailed them to explain and said I was making another order for 100. I heard nothing back until 24 hours later when I got an email to say both orders were going in the post. I replied and said but i cancelled this. They just said, 'it's too late it's in the post.' So I refused delivery and and expected everything would be fine. I waited over two weeks and heard nothing then I emailed and pushed for the refund. Nothing so I phoned them they said they'd need to escalate to their finance department and a week later got a refund just for the chocolates, not for the delivery charge. I emailed them to say that wasn't fair since it wasn't my fault that they'd not checked their emails and stopped the delivery. Since I'd cancelled the order immediately I no longer had any obligations with them, no contract because i cancelled it before shipping, 24 hours before shipping!

It's now been a month and they're ignoring my emails, so I've raised a chargeback with my credit card company. The person i spoke to on the phone with the credit card company was in full agreement with me that it was all out of order and promised me it would be dealt with in two days.
DON'T SHOP WITH Chocolate Express and don't confuse them with Leonidas Brighton. they are lovely!

Shocked by the negative reviews. Purchased for the first time and they arrived perfectly packaged, great condition and with a freebie too!
All chocolates I picked inside a lovely ballotin box and no damage to even the soft ones. Maybe I have a good Evri driver? They also have a decent BBE of June which for fresh chocolate is quite good (I buy Leonidas regularly but first time from Chocolate Express due to a under weight issue twice with Kensington).
I can't fault my transaction. Very pleased to get my palm oil free favourite chocolate. Will use again.

Ordered a chocolate egg for Easter but when it came the egg was in multiple pieces and looked appalling. This was supposed to be a gift. The packaging was perfect and unmarked so I believe this was the condition of the egg even before it was packaged.
When I telephoned Chocolate Express they asked me to send photos and they would replace it, however they subsequently refused to replace it saying they don’t replace eggs. If they cannot guarantee the condition of the product why are they providing the service?
Leonidas chocolates are wonderful but buy from somewhere else.

Really atrocious customer service. Having used this company for years, I must have spent thousands, I have had a problem with delivery. The parcel was clearly left on my mother's doorstep (she received no notification of this) and presumably stolen. The advice I was given: inform the local authorities. I'm sure the police will be really interested in some stolen chocolates. After years of loyalty to this company I feel really annoyed and let down.

I feel really sorry that chocolate express are being let down by their deliveries by Evri.3 times now my premium confectionery has been lost & laterally delivered to the wrong address.I spent a lengthy time trying to sort with Evri last time & 3 chats with Ezra who I think must be AI as I couldn’t get him to explain how I had a photo of someone’s else’s home with my chocolates
I had to explain then to Chocolate Express that they say they dont recognise my address.Chocolate Express have my correct address & regularly supply me with delicious Belgian chocolates.It has now unfortunately been left with them to sort.The previous 2 boxes never materialised despite Evri stating they were being returned to Chocolate Express.It is ridiculous that they are being judged by poor service!Thankyou to the girls for trying to resolve my situation again!

Late delivery, no customer service on weekend. Ordered from jersey for delivery on jersey (island 9 miles by five) Ordered four days before the important birthday then said they had three working days to deliver, they don’t count weekends or deliver on them. Literally only ordered to ensure delivery and would have been better off with Royal Mail or Amazon. Customer care couldn’t give a monkey’s.

Many years of using. Day after ordering then sent offer of free delivery. Emailed them and can honestly say it was corporate reply. Zero empathy Zero appreciation for years of custom. If you don't treat customer well they go elsewhere which is what I will do. So easy to lose custom. And you have done it

Their email replies to showed they had not read and understood my complaint. Obviously making huge profits and are totally ignoring customer service and long standing custom. So in the words of lord sugar. YOU'RE FIRED. BYE

The reviews on here made me hesitant at placing an order with Chocolate-express. We wanted Leonidas chocolates as a gift to celebrate a very important family occasion. Having lived in Belgium many years ago these particular chocolate eggs hold very significant memories for us & our now grown up children. We found this seller & hoped we hadn't left it too late to order before flying to the event. The order was placed & successfully delivered within less than 48hrs. Well packaged & thoughtfully wrapped. Thank you/Merci beaucoup.

i ordered 7 little manon blanc yesterday for my mother who is from belgium as it is her 98 birthday tomorrow and i was so happy to receive them this morning this is going her happy and to see the smile on her face knowing she is receiving her favourite Leonidas Manon Blanc as she says there is no other then Leonidas

Old,stale,zero quality,customer service ineffectual,lack of empathy or understanding,AVOID,luckily Trustpilot offers genuine reviews,company considers Misfits as being Imperfect,which covers quality,so old,stale,rock hard is dismissed as Imperfect.Never seen such poor quality chocolates,told I was getting a bargain.Really?

Ordered a selection of Leonidas chocolates as a treat for myself for Christmas. Supposedly sent via Evri, but Evri tracking showed they had not received the package from the company, which was still the case 4 days after they were supposedly despatched. Contacted Chocolate Express, who offered me a 50% refund! Absolutely no proof whatsoever that they were ever despatched. Reminded them about the Distance Selling Regulations. Grudgingly they offered a full refund if the tracking was not updated three days later. It wasn't - but I had to contact them yet again to request the refund. This was ignored, so opened a case against them with Paypal and received a refund, but no apology for their appalling service and total lack of customer care. Will NEVER order from them again .

I have used this company for a few years. I ordered online some dozen boxes. Two boxes were addressed to Edinburgh, as the order still shows this to be the case, but they were sent to me in Cambridge.

Having raised the matter with them, I received this email which accepts they were sent to the wrong end of the country, but apportion blame to me.

I requested they close my account but was told do so myself via their website. I can see no facility to close the account: Read the reply:

Good Afternoon Vincent,

Thank you for reaching out to us.
We're truly sorry to hear that your order was accidentally sent to the wrong address.
According to order details, this order was placed by you through your customer account.
Unfortunately, as this order was not placed by a staff member over the phone, we are unable to help with the redirection of the parcel you have received.
Had the error been noticed previously, we would have been able to help redirect this parcel with Evri.
We understand the predicament this has left you with and we do apologise for this inconvenience.
If you wish to close your account and unsubscribe to our newsletter, you must do that through your customer account.
This is for privacy reasons, as we are not meant to log into your account, which is password protected.
If you have any further feedback or questions, please do not hesitate to contact us and we will do our best to assist you.

Kind Regards,
Customer Support Manager

Still haven’t received my chocolates from two weeks ago and the emails I have sent them haven’t been answered. Not sure if this is a real company or a scam.

I am astonished to read these negative reviews – having used Chocolate Express for many years, I have always been impressed at the excellent customer service provided by Sabine (and her team). There has been an occasional glitch (most recently relating to delivery) but by and large, the service seems to me to be efficient and quick and the quality of the chocolate always superb. Any problem has been dealt with quickly and satisfactorily and my experience has been that their customer service is second to none. A thoroughly well-deserved 5 stars.

ordered £35 worth of chocolates, wrong order came, few little easter eggs in box, i phone to explain she said she would send my order again, not received and nobody answering the telephone. never again do no order you will be very disappointed!

Ordered chocolates for my wife for Valentine’s Day. They didn’t arrive. Emailed the company and was told they had been delivered to my neighbour at “35”. I live in a small hamlet with far fewer than 35 houses all of which have names rather than numbers. Written twice since but no chocolates and no reply. Appalling customer service.

They use Hermes which is now Evri who could literally employ monkeys and they would do a better job, so I received garbage instead of chocolates, to be fair, chocolate garbage. Lesson learned.

Leonidas chocolates and packaging looks like they had been through a tumble drier or something. Not the same quality as you get from a shop counter that's for sure.

Have spent hundreds of pounds over the years with this Company, never again. Just had an order delivered 6 boxes x35 chocs assorted and one of white chocolate. All boxes exactly the same no ribbon on any and no indication of which are the white chocs. Some boxes battered but not in transit. Sent an Email but no reply as yet.