Order issue and no CS
Recently had an issue with an order and contacted ChocZero. They responded with a refund email and an e-gift card. No email response with an apology or "thank you for letting us know, we'll look into it", absolutely nothing.
Remember back in 2021 when you would place an order, they would send a thank you email, talk about how busy it was getting as their business ramped up and they were expanding? Well, that level of care and customer service seems to be gone now.
My friend introduced me to their chocolate, I would send her occasional packages for b-days, holidays, or just because. I like their products but I am more about customer service. If it's not there, neither am I. I've been in CS for the better part of 30 years and it's important, more important than any product IMHO. I've always used the reference that I can go to the best restaurant in the world with food that is off the charts but if the CS is bad, I won't be going back.
Antwort von ChocZero
Thank you for your feedback. We're sorry to hear that you came away feeling disappointed.
As our company has grown, we've worked hard to maintain the personal touch and our customer service team personally responds to every inquiry, so we were surprised to read that you didn't receive a reply beyond the refund and gift card notification. It's possible our response was filtered into a spam or junk folder, as we always aim to acknowledge concerns and answer questions.
That said, what matters most is your experience, and we understand why you were disappointed if it appeared that your concern was resolved without any personal communication. We never want customers to feel ignored. If you can't find the reply from us, please reach out to our support team at support@choczero.com and we will look into this further.
We truly appreciate your support over the years and are grateful that you've shared our products with friends and family. 🍫
