Pure Heavenly Ltd Reviews 11,805

I bought some chocolates as a surprise gift for my friend for Christmas, and after some issues with Royal Mail I reached out to customer service for some assistance. I had several conversations with Matt who swiftly resent the gift, kept an eye on it and then got everything sorted. Cannot fault the service provided, and the chocolates themselves are delicious!

Absolute joke I need low sugar chocolate cos of diabetes and every time I order it takes an age to arrive. On top of this I have been trying to order since December and it is now February and they are ‘sold out’. I emailed as to why and they replied with ‘we had such a successful and busy Christmas etc etc and check back in three weeks’ lol as if! I have spent a lot of money with them and appreciate they are a smaller business but now coming across as unprofessional. I think at this point enough is enough and need to move on to a supplier that can deliver quickly and have enough stock to be ready to receive orders

The dark chocolate in this shop is divine! The richness is perfect, and they have unique flavors that make each bite special.

Firstly and most importantly the product is fantastic, which makes it even more of a shame that the service does not live up to expectations.

The service works well if everything follows a happy path. If it doesn't that's when everything falls down.

They have a "live chat" function on the website - this is by no means live - no one responds for days.

They say they take 72 hours to respond to email - this, in reality is more like a week.

They do not answer the phone (ever).

An order I placed on 30/09 was finally fulfilled on 17/10 (arrived with me on 20/10) after countless emails and messages to say it had not arrived.

My subscription order placed on 6/12 was not fulfilled as of 12/12, as some of my choices were out of stock. "Some" is an understatement 2 selections from 7 were available.

I have since cancelled my subscription.

The sad thing is that the product is excellent, I think unfortunately the company has grown too quickly and simply does not have the infrastructure in place to cope with the growth achieved.

Maybe one day I will return if they can get themselves in order.

As other reviewers have said.Money taken from my account but no delivery.
No response to 3 emails and voicemail box full so can't leave a message.
Cancelled my subscription.

Signed up to monthly subscription for my husband who is type 2 diabetic. Chocolate is great but service stinks. First monthly subscription - money taken on time but delivery late (very late). Contacted them and was told they were out of stock on part of the order. I replied with ‘send any variety’. Eventually received. Second month, money taken 4th December and still not received on 19th. Send contact email - still nothing. Sent another today and have cancelled subscription.
27th December - had a refund for 4th order as they cannot deliver - out of stock.
Surely when someone places a regular monthly order, they should take priority over one-off orders. Is it just me or is that how to run a business successfully these days?

I had an issue with Heavenly Chocolate, and I left a negative review here because of it.

I'm pleased to report that I had a personal call from them today explaining the situation and apologising for the time it has taken to fulfil my order, which they are sending today.

The manager gave me an overview of the business, explained they had moved factories, were under new ownership (Walkers Chocolates) and also apologised that both my emails and calls had not been responded to due to the move and time of year.

I've accepted the explanations and apologies, and I've received a personal email reply after my call.

I'm glad, because as a Type 2 Diabetic, their product has been a real bonus for me, being Sugar Free and tasting great. Let's hope they now move forward and I can remain a loyal customer.

Ordered for Christmas gifts - order never received. Emails ignored. I want a refund. Whether i will receive it from these sharks is doubtful.
Don’t order from them

After seeing multiple adverts for this company I finally decided to place an order, some items for myself as I’ve had a gastric bypass, and some for a friend for Christmas.
After waiting weeks without delivery and no communication I decided to get in touch. Well try too. Automatically goes to voicemail, but you can’t leave a message as mailbox is full! Eventually had a response from live chat to say the company had moved premises and were behind in orders and waiting on new stock but should be in the next week to send out. A further couple of weeks with no delivery I went back on to live chat as phone still not operational. Requested a refund and complained about lack of delivery & poor customer service, and no basic business skills. Such a shame as was so looking forward to trying this chocolate but I wouldn’t put myself through the experience again. I was refunded. Which was a relief as was starting to think the whole company was a scam to take ppls money. Live chat also wasn’t live, you had to wait hours for a response. But at least one came in the end. Will have to take my business elsewhere and hope for a better business ethos that is looking to achieve client satisfaction

Initial order had some items missing and I think the packaging wasn't good enough (not sealed) but to their credit, they have rectified this quickly after one email and the chocolate is lovely - I usually prefer dark chocolate but the milk ones are delicious.

Since October this company has been taking money for subscription chocolate without actually fulfilling the orders. When you try to email customer services they don't reply. When you call they don't answer the phone and the mailbox is full so you cannot leave a voice message.
It is a great shame because the chocolate is great but it seems that it is no longer possible to buy from this company.

customer service is awful !!!
cannot send a message or speak with anyone & their subscribe code with 40% off does not work !!
guess i won’t be buying from them as non existent customer service !!!

I bought this chocolate after seeing an add on instagram. Looked great. As I can’t have any dairy products I was intrigued:)
I really wanted to love it. Sadly it’s not great. I really do not like the flavour and leaves some weird aftertaste. I have ordered mix of different flavours and the mint one tasted the best. There are so many ingredients as well. Should have check that before ordering tough! So that’s in on me. Defiantly won’t buy it again. Will just keep buying min 70% cocoa basic chocolate with no sweeteners and other multiple ingredients. Great idea just didn’t work for me.

Awful taste and texture. I bought 16 bars in June, I tried three different flavours, 5 months later there are 13 bars left! I bought it because Peter Jones on Dragon’s Den claimed to be chocolate lover and it was the best chocolate he had tasted. Either he’s an idiot or they gave him something else. Any other chocolate will be better than this. A total waste of money! Good marketing though!!

Updated 26.10 - Down to 2 stars now, as when I finally explained 3 times what happened, they refunded my delivery but without seemingly caring about losing custom. I now can't recommend them and won't purchase again. Shame they are letting themselves down with absolute woeful customer service.

Great product, but the customer service needs looking at...
There just isn't a simple way of contacting them and when you do, it's slow and they seem easily confused. I've explained my issue of Evri losing my parcel 3 times now but have got nowhere. It's a shame, as good service would go a long way to make Pure Heavenly 'great', rather than 'good'.

Still waiting for my replacement goods...

DO NOT BUY FROM THIS COMPANY….they don’t send out the right products and they are uncontactable. I have been trying to get my original order sorted for over 3 weeks now with no luck, they are just not interested. I have rung up 3 times, answersphone and emailed on numerous occasions with no response. Just found out through research that they are in Administration!

Wrong order was sent. They don’t pay for the return. It’s been 4 days since my return was received by the company. They don’t answer a phone, they don’t talk on the online chat, they don’t respond to emails. I’m £30 down with nothing to show for it!!!

My recent order arrived missing the 16 assortment 30g bars. Order number 257838.

I have messaged the company twice online. I have additionally phoned and left 2 voicemails. They never answer their phones.

They have failed to respond to me and I have paid for goods which have not arrived. Very poor indeed and will now have to raise this with Visa. What a pity as I had recently started using company and was enjoying the products hence my repeat business but no more!

The product is good until you look at the sweetner ingredients. Erythritol is widely known to cause cardio vascular problems, isomalt can cause stomach upset and diarrohea, and sucralose has been associated with destroying the good bacteria in the gut by as much as 50%. As has shown over the years sugar free products contain more harmful ingredients than the product they seek to replace. This product is no different and mine is going in the bin where it belongs

I ordered the 16 mixed chocolate bars out of curiosity as I've been trying to avoid all refined sugar for the past 6 months due to an allergy. I thought they were really nice for being sugar-free, or low sugar, and although they don't taste as good as the real thing, they're a great substitute. I really like the flavours, and my fussy-eater husband thought they were good too and he hardly likes anything. Lost a star because they're a bit expensive and I'm not sure I'd order on a regular basis because of this.