The most trusted and popular consumer complaints website
Explore your opportunities! Create an account or Sign In

zChocolate.com / Misleading, not up-front

1 CA, United States Review updated:

Beware, this company lures first-time customers to order chocolate gifts with offers of free shipping or seemingly all inclusive price points. The real price can be considerably higher.

They boast of shipping anywhere in the world, etc. But customers unwittingly agree to terms that add duty fees from the country and on top of it an exorbitant service fee by zChocolate for customs monitoring. I placed an order for a $70-80 tiny box of chocolates (12 pieces) plus shipping via DSL to Mexico. About 2 months later, zChocolate informs me that they have charged my credit card an additional $40+ for duties and handling! First of all a tiny box of gift chocolates sent to Mexico does not cost anything like that. The bulk of the charge was from zChocolate in the form of a customs service fee of some kind to the tune of 30 Euros! My total bill for a tiny box of 12 chocolates? A whopping $120!

I complained and they in a very French way, act oblivious and polite simultaneously.

More zChocolate.com Complaints & Reviews

Sort by: UpDate | Rating

Comments

  • Zc
      8th of Oct, 2010
    -1 Votes

    Thank you for taking the time to give your feedback regarding zChocolat.com customer service.

    I am really sorry to hear that you felt disappointed with your first order with us.

    zChocolat.com only do special offers for the satisfaction of our customers for Christmas and Valentine's day so everyone can find the perfect gift within their budget.

    Please note that our chocolates are hand made by the World Champion chocolatier (Pascal Caffet). I understand that our gourmet chocolates seem expensive but I assure you that their supreme quality and all natural ingredients justify their price.

    We do indeed ship worldwide by DHL Express and unfortunately, zChocolat.com has no control over duties or customs fees upon entry into another country. Therefore we inform you as you place your order online that we will front these fees and later charge them to you. Customs vary widely from country to country and from shipment to shipment and therefore we cannot know in advance how much they will be. I understand your concern in this case and if there was anything we could do to circumvent local customs laws we most certainly would do so. However, these laws are entirely out of our control.

    Our bill includes a EUR15.00 service fee for monitoring the custom clearance process, providing the additional paperwork and fronting the duty fee on your behalf. This service fee is not applied if your gift clears customs without any charges. As a duty fee has been applied, we paid it on your behalf when making entry in Mexico and billed you separately upon receipt of the local customs invoice within several weeks after delivery.

    Feel free to contact us directly on feedback@zchocolat.com, we respond to all messages within a few hours.

    Nathalie Bach
    zChocolat CS Manager

  • An
      20th of Dec, 2012
    +1 Votes

    I faced the similar case. They didn't inform while ordering that the Duties and tariffs will be extra over the amount of the invoice. I received the following emails:

    This message is to inform you that we have received the final amount of duties for your shipment to XXX in XXX which shipped on XXX under order number XXX. Per your agreement when you placed your order online we have shipped your order DDP (Delivery Duty Paid) so that XXX does not have to pay such fees upon delivery. The total duty charge outstanding is 23.7 euros (INR 1, 643.81). Duties and tariffs could not be prepaid online when you placed your order because their amount varies greatly and they are not systematically applied. For more information regarding our duties and tariffs policy in Canada or to receive a copy of the custom clearance paperwork, please contact us
    . Please click here to pay by credit card or Paypal (the transaction is 100% safe and secure).

    Then when I didn't responded they replied the following mail:
    Despite several communication attempts, our records indicate that the enclosed invoice number En attente dated XXX for [Tariffs and duties for your order number XXX shipped on XXX to XXX in the amount of 23.7 euros (INR 1, 640.96) is still not paid. We are very sorry but you leave us no choice other than assigning your account to a collection agency if payment is not received within 10 calendar days. In addition to the invoice charge, a collection fee will be assessed. Click here to pay online by credit card or Paypal.

    This is very unethical practice they are following. And again I received the following email after few days:
    This past-due invoice in the amount of 23.7 euros (INR 1, 709.05) is still outstanding despite several attempts to get in touch with you. You have 24 hours to pay it online, otherwise it will be assigned to our collection agency tomorrow.
    Click here to pay online by credit card or Paypal.

    Annoyed Customer

  • Bo
      1st of Dec, 2013
    0 Votes

    same problem. sighhhhhhh.

    will never ever use zchocolate.com again.

Post your comment