Business Profile
Chocolates
Phillip Ashley ChocolatesThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 28 total complaints in the last 3 years.
- 8 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/12/2025
Type:Delivery IssuesStatus:UnansweredMore 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.
Made a purchase 11/30/24 for my mom. Order number TQKPD. Never received. Reached out multiple times over the past month with no reply. Order has been processing for over two months now. No estimated ship date. No chocolate and no refund :(Initial Complaint
Date:01/05/2025
Type:Delivery IssuesStatus:UnansweredMore 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.Initial Complaint
Date:01/02/2025
Type:Product IssuesStatus:UnansweredMore 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 Jul 30, 2024, I made an online purchase with ****** Ashley Chocolates for caramel truffles in the amount of $63.20. Despite reaching out to the vendor to try an obtain my purchase and eventually a refund, I have not received a response. I am demanding a refund and as of Jan. 2, 2025, I still have not had a response from this vendor, nor the merchandise (which is no longer wanted).Initial Complaint
Date:11/21/2024
Type:Delivery IssuesStatus: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 IssuesStatus: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:08/04/2024
Type:Delivery IssuesStatus:UnansweredMore 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.
Similar to other complaints filed here, I ordered the Holiday Sides Collection on Nov 8th 2023, and haven't had an update since Dec 14, 2023 when I was notified it was "Awaiting shipment." They sent a mass email acknowledging they were having fulfillment/shipping issues, but I've followed up over the past 9 months starting in Feb 2024 many times, all with zero response from Phillip Ashley Chocolates. I've tried calling the number they list but no one ever picks up. I've left voicemails, no one responds. Is this a real business? Hate to submit a complaint like this but this has gone far enough and needs to be addressed. I'd really like to receive the product or get a refund.Initial Complaint
Date:05/30/2024
Type:Sales and Advertising IssuesStatus:UnansweredMore 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 specialty products in November 2023. I waited until 1/17/24, to reach the company via email for an update because I received no product or update. They responded due to weather they would be shipping the following week. I reached out again via email on 2/19/24 with no response. I emailed again on 2/28/24 requesting to cancel my ************** my money, again with no response. I then tried to go through my bank who advised they could not do anything because of the timeframe that had already passed. I reached back out to this company via email on 3/28/24 on multiple social media accounts. I received a reply that my order had fallen through the cracks. They assured me they would send out an order of items I definitely didnt want or ask for(different product) so I declined & asked for a refund. They agreed & confirmed they would refund asap. Nothing happened so I reached them again via email on 4/28/24 with a response that this would be handled the following morning. & still no refund or follow up.Initial Complaint
Date:02/23/2024
Type:Service or Repair IssuesStatus: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 IssuesStatus: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,
******************************************************************, ** 04605Initial Complaint
Date:02/08/2024
Type:Delivery IssuesStatus:UnresolvedMore 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 the Holiday Sides Collection on 11/17/2023 The amount was $38.41 Phillip Ashley stated this was a special edition ********** Holiday Side Dish flavored chocolate box.I have received nothing from the company, and they have stopped responding to my inquiries.They sent sporadic emails stating they were behind with deliveries, but eventually stopped responding.The order number is: 974 There was never a tracking number provided.I initially heard about this collection of chocolates through a radio podcast called The Weekly Dish on ************* That was on 11/11/2023. After the initial purchase, many emails with marketing ads showing various options of other collections were being sent to me. Most recently, the *********** collection.Business Response
Date: 03/07/2024
Shipping this...didn't realize we didn't respond. Thanks.Customer Answer
Date: 03/08/2024
They have been stating they would ship the items since November 2023. Until there's tracking information, this is unsatisfactory.Customer Answer
Date: 03/11/2024
Date Sent: 3/8/2024 8:06:58 PM
They have been stating they would ship the items since November 2023. Until there's tracking information, this is unsatisfactory.
Phillip Ashley Chocolates is NOT a BBB Accredited Business.
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