Khourys Avis 

Khourys make the best vegan chocolate I've tasted, bar none. Sadly, the customer service on offer is pretty appalling. They never respond to any queries (literally, never) sent either to their support address or using the form on their website. And although they advertise next day dispatch if you order before a certain cut-off Monday to Wednesday, in practice this is never actually honoured (and, as always, they ignore any emails querying this). Sometimes it arrives a week or two later, but you basically just have to hope for the best. So sadly as a result I've had to stop buying from them as they just aren't reliable for things like gifts given communication is non-existent. It's a real shame.

Khoury's artisan chocolate is actually rather good, and it's shame the company is simply not set up for online orders. Last Christmas, I placed an order on 14 December, which their website said would be sent the following day; it was delivered on 9 January.
It was not entirely clear whether the missing chocolate was "fault" of Khourys or their courier service. So, I thought I would give the company a second chance and placed an order for some Easter eggs on 19 March, which should have been sent out on 23 March. On 24 March, having not received an email to say that the eggs were on their way, I contacted them via their website. No reply. I tried again on 25 March (no reply), sent an email on 26 March (no reply) and on 27 March left a comment on their Instagram account. Finally, I received an email on Friday 27 March to say that an "unprecedented" error had resulted in 18 orders not being sent out. You'd have through they would send them as a priority that day -- but no, instead they informed me that, "Your order will be dispatched on Monday and is expected to arrive on Tuesday". I replied to their email to say that I'd like to collect the eggs from their address in Stratford, east London, and asked them to confirm. Again, no reply, but I have just received an email from their courier company saying that they expect to deliver the eggs on Wednesday. There's no listed phone number for Khourys, so it's impossible to speak to anyone, although my experience suggests they would ignore a ringing phone just as they ignore emails, Instagram comments and "Contact Us" forms sent from their webiste.