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Business Profile

Business Services

Compartes Chocolatier

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Business Services.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/13/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    It took me ten full days and 4 emails to get a response from Compartes after a failed delivery. The failed delivery was admittedly my fault (an auto-fill error that I didnt catch), and I admitted this up front. But by failing to respond to my multiple attempts to contact them, I missed my friends birthday (the intended recipient of the first order). When paying a premium, the least they could do is respond to an email. Despite their abysmal response time, they did not offer any apology for the delay.

    Business Response

    Date: 02/23/2024

    Customer is fully responsible for the failed shipment. Our shipping policy regarding returned/failed shipments is available on our website.  We will only ship the the address that is provided. After a customer places an order with us, they receive an order confirmation email that contains all the details they provided, and once the order ships, they receive a shipping confirmation email with the same details. Unfortunately, the customer provided a bad address and only notified us after the parcel carrier initiated a return to sender. Once a return to sender is initiated, we are unable to change the shipping address and the parcel carrier returns the package within 5 business days. Due to the perishable nature of our product, we cannot resend a returned package and replacement order is at the customers expense. 

  • Initial Complaint

    Date:01/09/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This is a last resort complaint, but I dont know what else to do at this point. I have reached out via the companys ******** messenger, two separate email addresses (including the support email), and even called. Zero response to any of these. My sister-in-law gifted me a 6 month subscription. I received one box around Christmas of 2022. Then nothing. I reached out to her to let her know I hadnt been getting any boxes, and in June she emailed the company. She received an email apology and explained that somehow the subscription wasnt activated correctly through the website but assured here it was remedied and that I would begin receiving the boxes along with an additional box because of the issues for a total of 7. I very quickly received a box after that communication on June 28, 2023, but have not received a single box since then. In all of my attempts to reach out to the company, I asked if they needed her to reach out to them directly or if we could remedy this without her involvement, as she already felt bad the first time. I have expended every avenue at this point without getting her involved, but if they couldnt be bothered to respond to any of my contact attempts, Im not sure she would have success either.

  • Initial Complaint

    Date:01/09/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Purchased a 2 pound box of chocolates (black box, $129 with 10% discount for $112.46). Expected something similar to what is posted online which seemed a good variety. Instead, I received one big piece of marshmallow, dark chocolate; plus 3 more marshmallows covered in chocolate -- all were stale. The box also included nine chocolate covered cookies (two pieces were stacked one on one); one apricot covered in chocolate; assorted nuts covered in chocolate; and 5 peanut butter candies covered in chocolate which were a half-hearted attempt at a ***** cup. It takes very little to make a ***** cup -- it's just confectioner's sugar and peanut butter covered in milk chocolate but somehow Compartes cannot get the hang of it. No almond covered toffees, no mints, and only one fruit. For the price extracted, this assortment was a complete rip off!Contacted Compartes on Dec. 22 describing what I received and told them I thought this was a $50 box of candy (at best). Asked for their opinion and received no reply. I would like a partial refund of my money.

  • Initial Complaint

    Date:12/22/2022

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an order for 13 chocolate bars during their Black Friday sale. When I received my order, I opened a personal bar to find it completely shattered. Worried that my gift bars might be broken too, I sent Compartes' **************** an email that day (12/01) explaining the situation.

    On 12/06, I still had not heard back so I called Compartes. I was told I couldn't be helped over the phone and I would need to open up every bar's box to check if they are broken. She instructed me to take photos and send them via email. She also said to expect a couple days of delay. I sent photos of the broken bars to the support email on 12/06 at 9 AM PT.

    By 12/12, I had still not heard back on either email. 11 days of wait after sending an email is not being "just a couple of days behind." I called later that afternoon to see if I was using the wrong contact.

    The person who answered my call was one of the most insulting **************** agents I've ever interacted with. In our conversation he:

    1. Accused me of breaking the bars myself, saying that of the thousands of orders they've shipped out they've NEVER received a complaint of a single broken bar (odd because my previous phone call included instructions specific to this situation and I was even told they would replace them once they had photos).

    2. Resisted my request to send replacements, arguing that "they would just break again" (seems weird coming from someone so confident these bars never break).

    3. Went out of his way to say he was doing me a big one-time favor by even considering sending me a refund and saying the shipper will have **** to pay because they owe the Compartes money.

    Listen, I get that it's not fun when things get damaged in the mail. But blaming the customer is NOT the right thing to do. Especially when they never received ANY response back on email communications.

    Compartes makes excellent chocolate, but I will never buy directly from their website ever again after this experience.

Compartes Chocolatier is NOT a BBB Accredited Business.

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