Artisan du chocolat: most-reported complaints
- Complaints in recent reviews
- 50% of 62 recent reviews analysed
- Most-reported issue
- Faulty product 45% of complaints
- Company replies
- 0% of negative reviews, typically within a day
- TrustScore
- 2 from 63 total reviews
- Review window analysed
- 2020-08-02 to 2026-10-20 62 reviews
- Sector
- Other sectors
Automated analysis of 62 public Trustpilot reviews published 2020-08-02 to 2026-10-20. TrustScore 2 from 63 total reviews — see the Trustpilot page. Quick answer: is Artisan du chocolat legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues with faulty products, which accounted for 45% of the 31 complaints identified. Support unreachable was the second most common concern, cited in 39% of complaints, followed by products not as described at 36%. Delivery failures were also mentioned, representing 16% of the reported issues. No clear trend could be established for these issues due to a lack of sufficient review data.
Trustpilot lists this business as no longer collecting reviews. New reviews are not currently being gathered for its profile. See the Trustpilot page for the current status.
Not enough reviews to establish a trend.
What are the most common complaints about Artisan du chocolat?
| Issue | Share | Count | Trend | By month |
|---|---|---|---|---|
| Faulty product | 45% | 14 | ||
| Support unreachable | 39% | 12 | ||
| Not as described | 36% | 11 | ||
| Delivery failed | 16% | 5 | ||
| Delivery late | 13% | 4 | ||
| Support unhelpful | 13% | 4 |
Faulty product
14 reports · 45% of complaints“Many pearls misshapen and cracked. Looked part melted - maybe stored at incorrect temperature?”
3 readers marked this review helpful on Trustpilot.
“from damaged goods to being sent the wrong products”
1 reader marked this review helpful on Trustpilot.
“Customer service doesN’t exiSt. no responses 5 days later.”
1 reader marked this review helpful on Trustpilot.
Support unreachable
12 reports · 39% of complaints“Their answer phone was full so couldn't leave a message and I finally received an email a few days later”
The company replied on 2023-10-19: “Dear Benjamin, Thank you so much for taking the time to leave us feedback here on Trustpilot. The information request was just so we could match your email to an order and look into this for you. I…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“Ordered chocolates on next day delivery over a week ago which have not yet been dispatched”
2 readers marked this review helpful on Trustpilot.
“from damaged goods to being sent the wrong products”
1 reader marked this review helpful on Trustpilot.
Not as described
11 reports · 36% of complaints“pistachio pearls I purchased were then given as a gift, and I was advised they were inedible.”
1 reader marked this review helpful on Trustpilot.
“I’ve sent 2 website enquiries, 3 emails and have tried the phone line multiple times, but it’s just a Vodafone messaging service.”
1 reader marked this review helpful on Trustpilot.
“I too thought the chocolate tasted of plastic may be from the packaging.”
1 reader marked this review helpful on Trustpilot.
Delivery failed
5 reports · 16% of complaints“Their answer phone was full so couldn't leave a message and I finally received an email a few days later”
The company replied on 2023-10-19: “Dear Benjamin, Thank you so much for taking the time to leave us feedback here on Trustpilot. The information request was just so we could match your email to an order and look into this for you. I…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“from damaged goods to being sent the wrong products”
1 reader marked this review helpful on Trustpilot.
“Never received order. Tried to ring and no-one was answering phone.”
1 reader marked this review helpful on Trustpilot.
Delivery late
4 reports · 13% of complaints“Ordered chocolates on next day delivery over a week ago which have not yet been dispatched”
2 readers marked this review helpful on Trustpilot.
“today, over 2 weeks later - no chocolates”
1 reader marked this review helpful on Trustpilot.
“There was quite a delay in delivery of the gift I ordered”
Support unhelpful
4 reports · 13% of complaints“I paid for box of truffles for £30 and I only received the free gift”
“I was met with rigid inflexibility and a complete unwillingness to find a resolution”
“it was impossible to reach anyone. A message was left for the Retail Manager to get back to me; he has not. An email to the CEO remains unanswered.”
The company replied on 2023-10-19: “Dear Nick, Thank you so much for taking the time to leave us feedback here on Trustpilot. I would firstly like to apologise for taking so long to respond, we have only just claimed this profile on…”
Our classifier read this reply as a template response.
How to reach Artisan du chocolat
These are the contact details Artisan du chocolat publishes on its Trustpilot profile, as of our last check on 2026-11-11 — phone 01233505170, email [email protected], address The Long Barrow, Orbital Park, Ashford, Kent, Ashford, TN24 0GP, GB.
The company claimed its Trustpilot profile on 2023-10-19. We last checked this profile on 2026-11-11 and found 0 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 19 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “E: 28/07 Win A Hamper from Helm London X Artisan du Chocolat worth £300”, “E: 23/07 Win a lush tasting box from Artisan du Chocolat”, “E: 31/01 Win Artisan Du Chocolat Chocolate (FB slight effort)”.
Elsewhere: 4.4★ on Google (81 reviews, as of November 2026) — a 2.4-star gap between its Trustpilot and Google scores.
Severity: 13% of this company’s 31 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
What their policy promises
refund window: 14 days
“you may contact us to request a return of your purchase within 14 days of receiving your parcel for a refund or exchange.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-10-30.
Policy-page monitoring
We monitor this company’s published policy page. No change to the policy text has been detected since we started watching on 2026-10-19.
Automated change detection on the company’s own published policy page. A change is listed only when a term, price, time limit, right or contact route in the policy text changed; other edits are counted, not listed.
Review provenance: 28 company-invited reviews in the recent window average 4.89★, while 33 organic (uninvited) reviews average 1.76★.
Sector benchmark: faulty product makes up 45% of this company’s complaints vs a 25% median across 172 ranked companies in its sector.
Review velocity: 3 of this company’s 63 Trustpilot reviews (5%) were written in the last 12 months.
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See all companies by issue: Faulty product · Support unreachable · Not as described · Delivery failed · Delivery late · Support unhelpful · Sector table: Other sectors in the UK
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-10-21.