Extremely disappointing customer service and melted chocolates
I ordered chocolate buttons from British Food Supplies in the USA as a gift for my autistic nephew, who particularly loves them. Unfortunately, when they arrived, the chocolates had completely melted and arrived as one solid block, making them unusable. I contacted British Food Supplies hoping they would offer a reasonable solution, particularly given that the products had arrived in an unacceptable condition. Instead, my request for a refund or replacement was refused, with the company referring me to their policy regarding heat damage. I have since looked carefully at their website and can see a “Shipping & Product Care Policy” which discusses melted products and thermal shipping. However, the company told me that a warning appears at checkout. Having gone through the ordering process myself, I have concerns about how prominently this information is actually presented to customers before they complete their purchase. What has disappointed me most is not simply that the chocolates melted. I appreciate that shipping chocolate during hot weather carries a risk. It is the attitude of customer service and complete unwillingness to find any reasonable solution that has left me so unhappy. I have previously dealt with American companies and have generally found their customer service to be excellent, so this experience was particularly disappointing. I would strongly recommend that anyone ordering chocolate carefully checks the company’s policies regarding heat damage and thermal shipping before placing an order, as it appears that the risk ultimately falls entirely on the customer. Sadly, I won’t be ordering from British Food Supplies again.
By BlackpoolSouth