Some time ago I received an email inviting a first box trial from Cocoa Boutique at the price of 9.99 which seemed good value. When I went to their website to order I could not place it successfully and so rang them and completed and paid for the order over the phone. As requested when the chocolates were all finished I sent them in the post my views on each chocolate. Imagine my surprise when a month later I noticed a further sum of 19.99 had been taken from my account by Cocoa Boutique. Chocolates arrived in the post. I contacted them to say I had not ordered more and wanted a refund as the money they had taken from my account was not authorised by me. After several emails and telephone conversations they told me they would have a telephone record of the order but for some reason it never materialised!!! They then told me that on line I had signed up to repeat orders, which was totally incorrect as I could not order on their website as I have stated above. So they refused the refund and even though I took the time to write a letter to Dominic Farriley it met with a completely negative response. So I was stuck with chocolates I didnt want and had not ordered and 19.99 taken from my account!! I spoke to Trading Standards who had advised me to write to them. I wrote again and asked that they exercise their money back guarantee but I have finally received a letter to say that this is now out of date!!!
Really do beware of this company, they will not accept genuine customer complaints. Real chocolate lovers will realise that their offerings are really quite basic. Couple that with the poor responses and really bad customer service and why would anyone want to patronise them!
I note that Cocoa Boutique have responded and would say this:
The response from Cocoa Boutique is both unfair and untrue. I could not complete the order on line which is why I had to ring to do this. Why else would I have to place such a call? Neither is this about getting my own way, it really is about bringing to notice that things went wrong on this occasion and you took money out of my account without such authorisation and then failed to return it. There was an error with your website at the time of ordering and you really should be prepared to accept this!! The public need to be aware of how you deal with things as well.
A further note from me: I have seen the review from Sue Beer 4 days ago [today is 28th Dec 2012] that has some similarities to my own. Customers beware this company, there are much better places that care for their customers as Sue Beer says and also provide much better chocolates.
When I recently placed an order with Home Health [UK] Ltd, I was more than satisfied with their service. There was a prompt reply mechanism to the order and I was advised of despatch of the article I ordered. It assived quickly, safely and well packaaged and I would certainly use them again.
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