Joyofsweets has a severe operational crisis with a 1.4/5 rating driven by systemic failures in order fulfillment, shipping delays, and almost complete non-responsiveness to customer complaints.
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Customers mention
It’s impossible to contact them. I wanted to cancel my order the following morning about 11 hours after I placed it. I sent them an email, waited for a response, but to no avail. I then attempted to contact them on Facebook, also to no avail. I sent a couple follow-up emails which also had no response. I had to contact my bank requesting a chargeback, and only then did it seem possible for my order to be cancelled. Customers should be able to deal with cancellations and refunds directly with the merchant, and not have to contact their bank.
Have used this company a few times now and have always given the benefit of the doubt on long wait times due to busy periods such as Christmas but I've now realised it's just poor service. Order placed on 16th January, dispatch email received a week later on 23rd January and today on the 29th the tracking says it's still with the sender. So 2 weeks after ordering it hasn't actually been sent yet. I sent an email and Facebook message, neither of which have been replied to. The email still has an out of office auto reply from Christmas. Sweets are ok when you eventually get them but really not worth this long wait every time. Edit- I contacted this company for a third time and finally got a response assuring me there was an issue with the tracking but my order with be with me by today (2nd february). Surprise, surprise that hasn't happened. The tracking has finally updated however, saying the parcel has just been collected today. I can only presume therefore that the dispatch email received on the 23rd and email assuring me it was on the way, were simply not true.
AVOID AVOID AVOID!!!!Would give no star if that’s an option. Made the order on the 13th January and it’s the 28th January today and still not received order, the order still says with sender. Communication is disgusting, messaged many times, only replied once to say order is no longer with them and trying to blame it with a problem with the courier. This order was a gift for family and friends and I’m so disappointed that it’s still not here and they are not responding. All the company do is upload videos and adverts on social media but never reply when you have an issue with order. If you don’t mind wasting your time and money then go ahead and order but if you’d like to actually receive your order then avoid at all cost. Literally worse company EVER!!!!
Amazing service Thank you so much Will definitely order again Xxxxx
Ordered 2kg bucket and 1kg bag with delivery 2-5 days. 8 days later still nothing, messaged them and get blanked. Looking at the reviews won't be getting them anytime soon. Disgraceful! Go elsewhere for your sweets, stay clear of these
Sweets were delivered in a reasonable timeframe, however three bags arrived sealed with visible moisture inside, making them completely unusable and unsafe to eat. I contacted the company directly and provided clear photographic evidence. They ignored me. I then escalated the issue via PayPal, again supplying evidence. They ignored that too. Despite the lack of response and the obvious quality issue, PayPal somehow sided with the seller. Selling food products in this condition and then refusing to engage with the customer at all is unacceptable. The complete lack of accountability or customer service is honestly shocking. I would strongly advise others to avoid this company unless they’re happy to risk receiving unusable products and being ignored if something goes wrong. -- added 31st December: As I don't have the ability to reply directly to the sellers response and they are STILL ignoring me through email, they've quoted a PayPal dispute number in their response here. My order number is #19145. Also impressed that they managed to reply to a review and address 0 issues, just quoting that they have 5* food hygiene rating - what happened then? How were three of the *sealed* bags literally wet inside? Further update 03/01/2025: The seller now claims the issue was caused by my "selection” of sweets and that any resulting problems are the customer’s responsibility. To be clear: this was not minor stickiness. Three bags arrived sealed with visible moisture inside, rendering them unusable. This is a quality and packaging failure, not a preference issue. If certain combinations are known to cause moisture contamination, it is the seller’s responsibility to prevent this during packing, or clearly restrict such combinations. Selling food that arrives wet and then blaming the customer is unacceptable. Terms and conditions do not override consumer rights when goods arrive faulty. >>> Final clarification 12/01/2026: The “23 days after delivery” claim is misleading without context. The order was placed early because the items were intended as Christmas gifts, and this seller has a well documented (see most of the other reviews here on trustpilot) reputation for excessive delays on delivery of orders. The sweets remained sealed in their original box until shortly before Christmas, which is entirely normal. When removed from the original box for wrapping, three sealed bags contained visible moisture and were unusable. The issue was reported as soon as it was discovered. Every interaction from my side, every "response" from seller (which has been solely on this review on trustpilot, but has been consistently edited and rewritten to be different - everything else has been ignored) and the PayPal dispute has all been screenshot and documented. Once again, no refund has been issued, and emails remain unanswered.
Absolutely horrendous company. Bought the items on the 24th of November. Took a while to be "dispatched" and was told it would be another 5 days for delivery. 5 more days pass and nothing , checked the tracking " still with sender" emailed several times asking for a refund. Finally had a reply stating they could send me a replacement, i declined and asked for a refund, yet again no reply. It's then miraculously been delivered on the 12th of December on my doorstep however it's no where to be seen. I put in a claim with Klarna and they finally replied on the day the payment from klarna was supposed to come out, due to the fact they have tracking stating delivered. I will have to pay money for items I never received. Absolute con company please please don't buy from them , you'll just loose all your money ( private emails telling me I have something against small businesses is really unnecessary and absolutely untrue, i support small businesses- just decent ones)
Placed an order start of December, obviously I understand it’s Christmas so there going to be busy. Shipping says 3-5 working days and yes you have to pay for the shipping- in my opinion if you have to pay for shipping the least i expect is to my order be delivered on time. That couldn’t be further from the truth. I’m still waiting 3 1/2 weeks later with 2 days before Christmas, I’ve messaged the instagram saying they’ll get back to me within 48 hours- 1 1/2 week later i’m still waiting for a reply. Don’t waste your money with this company as they’ll just keep your order despite you being a paying customer.
Terrible. Two items complete missing, and sent me 100g of liquorice rock instead of the 1kg I paid for! Have contracted by email three times, Instagram messages, contact form on website, commented on Instagram posts - no responses at all, not even an acknowledgment of receipt and saying they’ll come back later. Avoid.
Ordered my goods late November took until until the just a day ago (over 3 weeks) to get the goods. The customer service does not resolve issues, takes 2 days to come back to a quick response. Using tracking from my order, said it was dispatched - so said customer service - would send replacement if i confirmed i would like one (ofcourse i did); response then lacked AGAIN! My "replacement order" was sent on the same tracking number - so not a replacement but my actual order. Printing label in the box said its dispatch date was the 1st week of December. Basically if you are happy to order , chase and wait up to a month - its the company for you!
Based on 40 verified customer reviews, Joyofsweets holds an average rating of 1.4 out of 5 — rated Bad on ReviewTerminal. 10% of customers gave 4 or 5 stars.