Complaints

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.

• Initial Complaint

  Date:01/05/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Online order was billed and paid, but never fulfilled. Order #K8IBT. Storefront appears empty and voicemail box is full.

  Business Response

  Date: 05/20/2025

  I want to sincerely apologize for the inconvenience you've experienced. Theres no excuse for the poor service you received whatsoever and I am working to create a system that will vastly improve whoever chooses to experience us in the future. Your satisfaction is incredibly important to us, and I assure you that we are committed to resolving this matter quickly.
  
  To make things right, I would like to offer you the choice of a full refund or a replacement product of equal or greater value. Please let me know which option you prefer, and I will ensure it is handled promptly.
  
  Thank you for your understanding, and we appreciate your patience as we work to resolve this issue. I am truly sorry its taken this long! 
  
  I can also be reached directly at ************************************************ Thank you! 

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 22769870
  
  I am rejecting this response because:

  My credit card company has refunded the charge because of the non-response of the company to the credit card companys inquiries.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:11/21/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 on July 24 for an 8-piece gift box of "Original Perfect Turtles", a preorder to be delivered in late August. I was charged $79 on my **********. I did not receive the order and contacted the business ************************************** in early September. On Sept. 3 the status of my order was changed from "Paid" to "Processing". Throughout September and October, I contacted the business via email and phone and was repeatedly promised that the order would be delivered - the owner (Phillip Ashley) told me there were staffing issues and they needed more time. I was understanding and patient, assuming he was being truthful (I ordered from the company twice before and was very pleased with the product and service). On November 4, in response to another email inquiry from me, Phillip Ashley emailed me "I will take care of this for you. I apologize for the delay. Transitioned and fell behind as a result. Not fair to you. I will issue the refund. Thank you for making me aware." (As if he didn't know about it?!?) I have not received a refund, and he has not responded to any of my emails, texts or phone calls. (I can provide his email to you if there is an address I can forward it to.) This has been a very disappointing and time-consuming experience. I hope you can help. Thank you.

  Customer Answer

  Date: 12/12/2024

  Hello - I just wanted to let you know that I received a refund from ****** Ashley Chocolates on December 10. I don't know if it was the BBB complaint, my credit card company, or my repeated requests to the merchant to make this right, but the refund was completed (4 months after the attempted purchase). Thank you for your help.

• Initial Complaint

  Date:08/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 ordered the holiday sides collection 11/8/23, still havent received the item nor a refund. I reached out several times via email, receiving a response one time that it would be looked into, and its been crickets ever since.

  Business Response

  Date: 08/11/2024

  Sorry for the miss. Will reach out and send refund. Thanks. 

• Initial Complaint

  Date:02/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 the amount of $277.07 with Phillip Ashley Chocolates in December 2023 before Christmas. I received an email that they were working on orders late December but only heard from them AFTER I sent inquiries. The updates have been filled with false promises. I have tried calling the advertised phone number and left numerous messages, with no response. I attempted via social media and received no feedback. I have sent several emails which I did receive responses but they were filled with false promises. I have supplied my address, my email address and my phone number for someone to respond and supply me with updates, tracking numbers anything just so I know whats goin on but have only received future dates that were not upheld. At one point there website showed ship but it WAS NOT. I wrote a email and was told it would ship next week that was more than a month ago. The company has changed websites and now it doesnt register my order. The business has acknowledged my order and told me there updated the site to allow me to track my order but that was incorrect also. The new site eliminated my entire order history. The company advertised Valentines specials that would go out before Valentines Day, similar to the Christmas special I ordered from. This was an indication that they were still doing business. Im only one person but I am a customer and I am seeking assistance. Would you please help me?? I would like my money returned, as quick as they took it out.

  Business Response

  Date: 02/23/2024

  This has already been acknowledged and will be taken care of and addressed accordingly. Refund being sent. Thank you. 

  Customer Answer

  Date: 02/23/2024

  Because I have been told things that have not panned out I would appreciate this case to remain open until my funds have been returned. I have not received them yet. I understand it has only been a day but I was told they would be sent today. I was also told my chocolates would be here several times to no avail. I appreciate your help with my matter. Thank you. 

  Customer Answer

  Date: 02/28/2024

  I finally did get a refund on 2/28/24. Thank you!! 

• Initial Complaint

  Date:02/12/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 on nov 9th 2023. Order number #***. On Dec I received the general email stating they were struggling to fulfill orders and they would get back to us when shipped. I immediately emailed them back at the email address provided asking them to cancel the order. I patiently waited & my response from them was " fine, cheers"2nd time: my refund request to email on their website under my order asking for a refund. No reply or refund to date. It is kind of sad that I have to file a BBB complaint to get a refund, but it looks like this is the only way to get someone to respond.They shouldn't be allowed to do this to so many people. Please help as money was taken & no product or correspondence given???

  Business Response

  Date: 02/12/2024

  I am sorry you have not received any of our previous comms including the confirmation of the refund which was done some time ago. please see screenshot.

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21279700
  
  I am rejecting this response because:

  Still waiting for proof of refund to my bank card.

  No refund seen or proof of refund provided from phillip ashley as requested.

  Please provide the date, & where money was refunded to.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/13/2024

  I will send confirmation.

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 21279700
  
  I am rejecting this response because:

  Waiting for confirmation from the company showing proof & date, amount of refund.  Nothing showing on my accounts ever refunded.  Paid for.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/14/2024

  You should contact your financial institution and it wouldve come from Stripe. Ill go in the system and see what I find. But once refund is submitted thats it on my end. 

  Customer Answer

  Date: 02/17/2024

   
  Complaint: 21279700
  
  I am rejecting this response because:

  The receipt says that I paid & awaiting arrival.   Nothing showing where I've been reimbursed the funds. Please forward receipt & date of the reimbursement or refund the monies taken without your company sending the products. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/11/2024

  Hello this was refunded back when the complaint was done. Thanks. 

  Customer Answer

  Date: 03/12/2024

  There has been no sight of a refund.  They still haven't sent the product and have our monies. 

  To date no refund or products.

  Would like to be reimbursed or products we ordered be sent & received.   We were getting promised for weeks, months that it was waiting for boxes and being sent.

  The product was never even sent & no refund to date.  Our payment was stolen from us with broken promises. 

  WANT REFUND AT THIS POINT!

  Customer Answer

  Date: 03/12/2024

   
  

  There has been no sight of a refund.  They still haven't sent the product and have our monies. 

  To date no refund or products.

  Would like to be reimbursed or products we ordered be sent & received.   We were getting promised for weeks, months that it was waiting for boxes and being sent.

  The product was never even sent & no refund to date.  Our payment was stolen from us with broken promises. 

  WANT REFUND AT THIS POINT!

  Business Response

  Date: 03/12/2024

  Please see screenshot showing refund being processed in the portal. I wouldve preferred to send you the product once we finally had the packaging in hand but you requested a refund which we sent. Try checking your statements and contact your financial institution. Theres literally nothing more I can do once it has been sent and deducted from my end. Theres no advantage to me keeping your money and not delivering your product whatsoever. We dont care to operate like that. The dysfunction was a supply chain issue not a matter of integrity. There is nothing more to address. Contact your bank. Thank you. 

  Customer Answer

  Date: 03/12/2024

  I paid with ****** stripe & never saw funds refunded back  into our account. 

  Customer Answer

  Date: 03/12/2024

   
  Date Sent: 3/12/2024 10:06:50 AM
  I paid with ****** stripe & never saw funds refunded back  into our account.

  Business Response

  Date: 03/12/2024

  I know. Thats the method we refunded as well. I tell you what, Im going to send you a box of chocolates that cost more than the two you purchased. If at some point you discover you have received the refund then you lose nothing twice. Does that work for you? 

  Customer Answer

  Date: 03/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  *************************

  *******************************

  **********, ** 04605

  
  

• Initial Complaint

  Date:02/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 a preorder for Advent Calendar Chocolates on August 1, 2023. **************** **********************s ********* post to pre-order chocolates that would arrive before Thanksgiving 2023. I contacted the business via *********, direct message and email and has since talked with the owner, where he requested my order number, and indicated that the order had shipped. I told him and sent him screenshots showing that my order indicated that it was shipped, and it never delivered. Mr. ********************** was out of town and assured me that he will handle it on Monday when he was back in town he never contacted me once he returned. I reached back again and asked for an update and he mentioned that he would get back to mehe never did. I reached out again mid January 2024 requesting a refund and Mr. ********************** indicated that they was out of the office for eight days due to a snowstorm in ********* and he would handle it once he returned back into the office. It is now early February and Mr. ********************** still has not returned my message about my refund I have since requested a refund Mr. ********************** indicated that he would definitely refund my $108.90 the following week. It has now been two weeks and I have not received a refund or any further correspondences from Mr. ********************** or anyone from ****** ********************** chocolates. Due to the pre-order timing and time of shipment, my **************** no longer honored my requested charge back. **************** ********************** is a well respected chocolatier, and I am very saddened that this has taken place and my money was taken from me, and no product was produced. This type of behavior shouldnt continue to happen consumers from ****** ********************** Chocolates.

  Business Response

  Date: 03/04/2024

  I confused this with someone with a similar name thinking it was resolved. I will take care of this today. 

• Initial Complaint

  Date:02/02/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On December 18, 2023 I ordered some chocolates online. They have still not arrived and I have contacted the business multiple times and have not heard back from them at all. I have responded to the email they sent me about the order, the phone number which doesn't work and the contact us link on their web page. I spent $75.73 and received nothing. My receipt number is Receipt #****-6078.

  Business Response

  Date: 02/17/2024

  Im sorry. I will have this shipped this week. 

• Initial Complaint

  Date:01/27/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 on 12/20/23 for two boxes of chocolates. After placing the order, we received a message that the order was delayed. It has now been over a month and we have not received our order, or any updates on its status. I sent several emails to different contacts at the company and received no response. I have also tried calling the company and also no response. When I log into the website, there is no record of any order being placed, despite already being charged. At this point I would just like a refund and cancel the order.Order #**** Receipt #****-3334

  Business Response

  Date: 02/10/2024

  Hello. This order has been shipped and delivered. See tracking : 1ZG5F1320324493925

  Customer Answer

  Date: 02/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  *************************

  , ** 60646

  
  

• Initial Complaint

  Date:01/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased 2 tickets for a **** de ******** from Phillip Ashley chocolates for an event in ********** and he canceled the event and didnt refund the tickets. I purchased tickets in October, the event was cancelled in December, days before it was supposed to occur. I emailed Phillip once the initial refund wasnt posted, they started the process through PayPal but it never processed. Each time the refund is canceled. And whenever I email him, he says he didnt cancel anything. He is shady business person and a liar.

  Business Response

  Date: 02/09/2024

  I am physically not doing anything beyond hitting "refund". I will investigate further because this doesn't make any sense.

   

• Initial Complaint

  Date:01/25/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 on nov 11th 2023. Order number #***. On Dec 21st I received the general email stating they were struggling to fulfill orders and they would get back to us on timing. I immediately emailed them back at the email address provided asking them to cancel the order as these were intended to be Christmas gifts. Knowing they were backed logged, I patiently waited until Jan 20th before putting a second refund request on their website under my order asking for a refund. No reply or refund to date. It is kind of sad that I have to file a BBB complaint to get a refund, but it looks like this is the only way to get someone to respond.

  Business Response

  Date: 01/25/2024

  Will refund. Apologies. 

  Customer Answer

  Date: 03/15/2024

  I would like to reopen my BBB complaint. Phillip Ashley responded to my BBB complaint by saying they would send me a refund, so BBB assumed the matter was closed. I've not received a check in the mail or a refund to my credit card. Again, I tried to reach out to them via a phone call and an email with no response. Now, if I go up to their website, my order no longer exists on their website. Isn't this called theft? 

  Business Response

  Date: 04/11/2024

  Hello, this order was shipped and delivered. I apologize for the breakdown in systems that caused this long delay and inconvenience. *** Tracking: 1ZG5F1320239644147.