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BBB Accredited Business since
Phone: (210) 920-4438 303 Wyman St., North Waltham, MA 02451
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Chocolate.org is an online retailer of various types of chocolate. The company sells the confections of many chocolate makers in the United States.
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A BBB Accredited Business since
BBB has determined that Chocolate.org meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Chocolate.org include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 2 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Reviews are not used in the calculation of the BBB Rating
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||0|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||3|
Type of Entity
Limited Liability Company (LLC)
Business ManagementMr. Mark McInnis, CEO
Number of Employees
CHOCOLATE & COCOA ONLINE & INTERNET SHOPPING Electronic Shopping (NAICS: 454111)
Industry TipsFive Steps to Building an E-Commerce Site - Video Online Shopping Online Shopping - 5 Tips - Video
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
303 Wyman St.
North Waltham, MA 02451 Directions
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Read Complaint Details
Complaint: I ordered an emailable gift certificate for the amount of $10.00 from chocolate.com on 10/16/13 to be delivered as a gift for someone. The website stated that a receipt would be emailed to me. The order went through and the funds were debited from my checking account. However, I did not receive a receipt emailed to me, as promised. Also, the recipient did not receive the emailed gift certificate. I emailed customer service twice and called and left a message. None of the contact attempts were acknowledged or answered, even though the website says that the average response time for online contact to customer service was 19 minutes.
Desired Settlement: I would like the purchased emailable gift certificate to be sent to the recipient and a receipt sent to me OR for my money to be refunded. Thank you. ****** ******
Dear ******, I am so disappointed to hear that you did not receive what you ordered. I think there may be a problem with your server rejecting emails from ours. I sent a response to your initial inquiry on Wednesday (Wed, 16 Oct 2013 16:00:32 -0700 (PDT)) and then another one on the following day to see if you received my response.
Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Read Complaint Details
Complaint: On 2013/03/21 I paid $243.46 for a box of chocolates to be delivered as a birthday present on 2013/04/16. On 2013/04/16 at nearly 3 PM I noticed that the package was scheduled to be delivered on 2013/04/17, so I wrote immediately a direct complaint that was answered almost 20 hours later (2013/04/17 at 11:22 AM), with the following message: "We are not sure why this shipment was held up in customs. We provide all the necessary information electronically and UPS customs is looking for more information. I will make sure that the shipment gets clearance. I am so sorry that your shipment will not arrive on the special date. Would you like to receive a $100 refund? Please let me know". On 2013/04/17 at 9:01 AM, before I received the last answer, I insisted on my complaint with the following message: "I am very disappointed, I understand the gift has not arrived, it was a birthday present for a close friend of mine, her birthday was yesterday (2013/04/16). // I bought the present with enough time to be delivered on April 16th."
Desired Settlement: Chocolate.com offered to deliver the birthday gift on time, offered to work to get the shipment clearance, has the duty to pay close attention to the delivery process and advice me and the recipient what to do, but nothing has been accomplished. So I think chocolate.com owes me a full refund, not just $100.
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.