It has now been 13 days since I placed my order, and I still haven’t received my chocolates or any response from the company. I chose this brand because of its reputation, and I was genuinely e... Toon meer
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wonderful chocolate - you can taste the purity and the locale in every bite - we were going to save it for special occasions, but it's already gone! I'm definitely buying more and not sharing with fam... Toon meer
Bedrijf heeft geantwoord
Very disappointing. I absolutely love artisanal chocolates, and am willing to pay high prices for good quality. However . . . To'ak was really underwhelming and actually had a nasty, moldy taste. The... Toon meer
Bedrijf heeft geantwoord
(Toak addressed my complaints in a responsible and considerate way. Since much of their operation is in South America -- given the givens, it could be considered also in a timely way.) I am once agai... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Geschreven door het bedrijf
To'ak Chocolate is made from rare Ecuadorian Nacional cacao beans. Using a unique barrel aging processes, we create extremely limited editions of luxury single-origin dark chocolate. Discover To'ak Chocolate today.
Contactgegevens
3,1
Gemiddeld
267 reviews
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13 days later, no chocolates and no response
It has now been 13 days since I placed my order, and I still haven’t received my chocolates or any response from the company.
I chose this brand because of its reputation, and I was genuinely excited to try it. Unfortunately, I haven’t received any direct response from customer support despite reaching out via email, WhatsApp, Instagram, and phone. I understand this order was placed during the holiday season, but the lack of communication has made it difficult to know what to expect.
According to the website, international orders may take up to 7 business days. Since not all days between December 23 and January 5 are official holidays, I wasn’t sure how business days were being counted during this period. In situations like this, it is usually helpful when brands communicate holiday schedules or possible delays, so customers know what to expect. I also tried accessing the FAQ link provided in the automated email response, but it currently leads to a Cloudflare error.
Given the reputation of this brand, this experience has been disappointing. I hope this feedback helps improve communication and customer support for future customers.
23 december 2025
Review zonder uitnodiging
An incredible experience. Rocky journey, but got there in the end.
I've been a loyal To'ak customer for many years. I recently purchased a $250 selection as holiday gifts. The initial shipment arrived with fat bloom, punctured foil, and one bar that tasted off. For ultra-premium chocolate, this was unacceptable.
My first support request went unanswered for a week, prompting this review. To'ak then responded with both a full refund and replacement.
This new shipment arrived in fantastic condition, with a later production date, plus a generous bonus box as a goodwill gesture. The chocolate itself, when properly handled, remains truly exceptional.
Takeaway for international buyers: To'ak's product is genuinely special, but their cold chain for international shipping has been inconsistent. If your order arrives with bloom or other issues, they will ultimately make it right. Earlier batch dates with a short date may be more susceptible to degradation.
Credit to Venecia in customer support for seeing this through. Thank you, To'ak. Please enjoy this incredible chocolate experience.
16 november 2025
Review zonder uitnodiging
Can’t see what the all the hype is…
Can’t see what the all the hype is about. Horrible aftertaste and not a great texture.
With the prices it’s really not worth it.
Rather stick to cadburys or my favourite by far toblerone
12 april 2024
Review zonder uitnodiging
Antwoord van To'ak Chocolate
Hello Mr Clark. We are very sorry to hear of your dislike of our chocolate. If you think there may have been some damage to the chocolate in shipment please reach out and we will rectify the situation. We appreciate your feedback and are pleased that you are clear on your chocolate preferences for the future. Warm regards, James
this product is a ripoff
this product is a ripoff. i don’t recommend anyone to buy. please read the reviews before you purchase any of this products.
23 december 2023
Review zonder uitnodiging
Antwoord van To'ak Chocolate
Dear Jehona. We're sorry to hear that you were disappointed with your purchase. One of our team will reach out to see if we're able to rectify the situation. Kind regards, James.
They are a fly-by-night company. No customer service.
They are a fly-by-night company with NO customer service. I ordered chocolate from them and when I got the confirmation of my order it was not for what I thought I ordered. I called immediately to cancel my order and was sent to voicemail and left a voicemail asking to cancel my order and then sent them a note via their website. I called again the next day and again was directed to voicemail and left another message. They are a non-responsive company and I now have no choice but to dispute the charge with my credit card company. Do not do business with this company!
11 december 2023
Review zonder uitnodiging
Antwoord van To'ak Chocolate
Dear John. Please accept our apologies for any concern caused. We received your order yesterday and request up to 48 hours to reply (usually we reply in less than 24 hours). It appears there may be some confusion with your order receipt as well as an error in the shipping notification. My colleague has reached out to offer a complete refund. In the meantime, please allow me to explain what has happened. We use a bundling app to offer special pricing on bundled products. The way the app works is that it removes the bundle product and adds the individual components of the bundle to the order after it has been processed. This is why your receipt shows the (bundle) product removed.
The other issue that unfortunately occurred with your order is that a shipping label was printed and had to be cancelled due to an error. This activated an alert that your package couldn't be delivered, when in fact it hadn't yet been shipped.
We sincerely apologise for these miscommunications and we will be reviewing our bundle app and shipping notifications to try to avoid it happening again in the future. Warm regards, James.
Toak Reconsidered
(Toak addressed my complaints in a responsible and considerate way. Since much of their operation is in South America -- given the givens, it could be considered also in a timely way.) I am once again eager to receive their second try at shipping me chocolate. They've been shown to be a responsive retail business, and I've reconsidered the assumptions I made after my first experience with them.
1 oktober 2023
Review zonder uitnodiging
Antwoord van To'ak Chocolate
Dear Michael. We are very sorry that your experience with To'ak has been such a disappointment and frustration. Firstly, I want to acknowledge that you are right in expecting a higher level of customer service. Unfortunately, our team was overwhelmed with a deluge of orders and our fulfilment and customer service suffered as a result. My colleague attempted to keep you informed via email updates on the following dates: Oct 13th (with a gift card to apologize for the delay) and then by reply to one of your emails on Oct 27th (explaining that our records report your order having been delivered).
Our UPS shipping records report that your order was delivered, late, on Oct 16th. The following message is copied and pasted from the UPS tracking report: "Delivered On Monday, October 16 at 1:22 P.M. at Front Door".
You reported to us that your order wasn't received, which does happen on rare occasions and we accept your report. We take 100% responsibility for the failure to deliver your order in a timely or complete manner and today we have issued a full refund. The refund normally takes 3-5 business days to appear in your account.
We will also attempt to re-deliver your original order (at no additional cost to you). We are disappointed in our ability to meet our own standards of customer service and order fulfilment and thank you for bringing this to our attention. Aside from you not receiving what you paid for we sincerely apologize for the unnecessary frustration it has caused.
Sincerely,
James LC (CEO, To'ak).
A Chocolate Purveyor With Great Customer Service
Great reviews. Well-deserved, based upon my personal experience. There had been a miscommunication about a shipment. The CEO stepped in over the 2023 New Years’ weekend to straighten it out. That’s extraordinary. A very substantial recipient of the gift received everything on time. For that, I am very grateful. Thank you! HIGHLY RECOMMENDED
28 december 2022
Review zonder uitnodiging
Antwoord van To'ak Chocolate
Follow up (Dec 31st):
Hi Mark
I'm pleased to confirm that your orders were in fact combined and delivered as a single package in the afternoon of Dec 29th.
Once again, I apologize for the miscommunication and the unnecessary concern this caused you. That was our failing. I've reached out separately via email.
I wish you and your family all the best of the new year. And I hope we will see you back.
Warm regards
James Le Compte
CEO
To'ak Chocolate
Original reply (Dec 30th):
Hi Mark
Thank you for your note. We aim to respond within 24-48hrs of receiving an inquiry.
I believe our fulfilment partner combined your orders (#9056 and #9063) as the delivery address was the same and they were placed within a day of each other. Order #9063 was delivered overnight and I have refunded the shipping you paid on #9056.
I will double check this for you on Monday. We should have communicated this more clearly, for which I apologize.
Please allow me until Monday afternoon to confirm that the two orders were in fact combined.
Warm regards
James
Too expensive
Quality chocolate with exquisite packaging. Pricing is extreme. $65 for a 18 bar sampler, totaling less than 2 oz. is not what I was expecting. I purchased off an add on my phone, where descriptions were not easily found, so I was surprised to receive less than 4 oz of chocolate for the $115. I think the chocolate I get at Whole Foods, at $5-7/bar is comparable. If you can afford it, and want a luxury chocolate experience, go for it!
22 maart 2022
Antwoord van To'ak Chocolate
Dear John, firstly thank you for giving To'ak a try and for taking the time to write a review. We are sorry to hear that you were disappointed with the experience. We do our best, within the limitations of a website, to share detailed product specifications including weight and photos. In cases where a customer is not satisfied we also endeavour to make amends. When you wrote to us via email we explained our satisfaction guarantee and issued you a full refund on your order. We hope you continue to support other craft chocolate makers who, like To'ak, make a conscious effort to responsibly source their cacao and reinvest in the environment and communities in which they work. All the best from the To'ak family — James.
An amazing chocolate
An amazing chocolate. I look forward to using the barrel aged chocolates in my dinner party desserts.
11 maart 2022
The taste of chocolate is pretty good…
The taste of chocolate is pretty good and worth the price. But the packing used in protecting the little product itself were way too much. It’s not quite eco friendly so I do hesitate whether should I get another purchase.
11 februari 2022
Excellent product
Straightforward ordering process, quick shipping excellent product. What more could you ask for?
11 februari 2022
The service was excellent
The service was excellent. Originally it said it would take a week for me to get the product but it only took I think 3 days to get it. I am always happy when a product comes before the due date.
9 februari 2022
Great service and great chocolate
Great service and great chocolate! Beautifully packaged!
23 januari 2022
The chocolate is so fuciing good oh my…
The chocolate is so fuciing good oh my god Jesus it’s like a rainbow in my mouth. But not like a normal rainbow, like a rainbow of the like the mouth like explosion of woah. Make more! You are so good and what you do, don’t change a thing you are a shining star you beautiful light of happiness you. Give me chocolate pls it is so just amazing, expulsionary, and chocolate my guy
16 januari 2022
It was really a present journey to have…
It was really a present journey to have the chocolate, thank you so much and I’ll definitely recommend it to my friends and family.
8 januari 2022
Truly lovely chocolate.
6 januari 2022
Delivery of product was perfect
Delivery of product was perfect, and responsiveness to email question was likewise. The product itself was very fine.
3 januari 2022
schöne aber etwas übertriebene…
schöne aber etwas übertriebene Verpackung, leider stinkt das Papier, welches den Genuss der Schokolade trübt, am liebsten würde ich die ganze Verpackung zurück schicken.
2 januari 2022
Review zonder uitnodiging
Antwoord van To'ak Chocolate
Hallo Adrian, danke vielmals für dein Feedback. Es tut unserem Team und speziell mir persönlich sehr Leid, dass du mit unseren Produkten nicht zufrieden bist. Hinter To'ak steht eine Handvoll Menschen die all ihre Leidenschaft und Liebe in dieses Projekt stecken. Ich habe das kleine ecuatorianische Unternehmen vor acht Jahren mitbegründet und arbeite seitdem an der ständigen Verbesserung der Verpackung. Auf der einen Seite dient unsere aufwendige Verpackung um unsere Kunden die magische Welt rund um den Kakao und seiner Geschichte zu überliefern und auf der anderen Seite um die Schokolade, die ja sehr wärmeempfindlich und leicht zerbrechlich ist, auf dem Transport rund um die Welt dementsprechend zu beschützen. Bei all dem Aufwand setzen wir auf die schönsten und ökologischsten Papiere/Materialien die wir in Ecuador und dem Rest der Welt finden können. Falls Interesse besteht uns mit deinem detailliertem Feedback zu helfen, dann schreibe mir bitte an carl@toakchocolate.com, falls möglich mit deiner Bestellnummer, damit wir besser verstehen können wie wir deine Erfahrung mit uns und unseren Produkten verbessern könnten. Würde mich sehr freuen das Gespräch so fortzusetzen. Danke vielmals im voraus und liebe Grüße aus Ecuador, Carl & Team
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