Old Kentucky Chocolates — Attraction in Lexington

Bizarre. That’s the only word to describe my experience. I grew up here in Lexington and love OKC since I was a child, and yes the chocolate is good, but the service could use some improvement. I first checked the website for shopping. It had a curbside pickup option only. Ok, but when you clicked on it, you had limited options as to what you could purchase (caramels not listed), so I called the local number. The lady who answered was pleasant, and took my order after accidentally hanging up on me. When I offered to pay over the phone she explained that I could pay in the store when I picked up my order. When I told her I thought they only had curbside, she said I could shop in the store. (Website states otherwise). No problem. So I get to the store and they were well staffed with a few customers. After the shopper in front of me finished, the clerk asked me what can I help you with. I gave her my name and she turned to a back counter briefly, then turned back to me and said “this lady will help you,” waving her hand. So the next clerk and I do the same. She looks at the back counter where several bagged goodies with stapled small receipts sat. She walks by them (not looking at the receipts) and turns to me and says, “ what did you order?” ( I had ordered almost $90.00 worth of candy and didn’t bring my list). “ Who did you speak with?” ( I had no idea, I didn’t get her name). I explained that it was several items, and she turned back to the same counter and there sat my order. She rang me up, and I attempted to pay with my bank card. Declined. Tried again. Declined. So I paid with another card. (I was concerned here, as my bank card it tied directly to my cash account and also has overdraft protection). It was like they didn’t want to sell me the candy. Not very friendly, except for the lady on the phone. I usually let these things go, but maybe they could improve their customer service. * I checked with my bank and there was no problems with my card or the cash...

I visited your Old Kentucky Chocolates Rupp Arena location last week when in town for a conference. I purchased $20 worth of your candy and every bit of it was stale. This is unacceptable!

To add insult to injury, I called your Southland OKC location and spoke to the nastiest, clearly uneducated, and ignorant woman I've ever experienced in life. Your (her) customer service is the pits!!! She explained to me that the candy was in the "Hurts Candy" location and people should know it's marked down and no good. I checked one of my boxes and it had no red mark or sale writing on it and shared with her that it wasn't marked down at all. She became furious and hung up on me because I was suggesting you check your candy.

One thing is for certain ...poor customer service and stale food will not bring people running to your establishment. I don't recall her name, but she was working today with Natalie. She needs to be fired the way she treats customers. I assume working in a candy store is possibly all she can do.

I will NEVER buy from you all again and will share this with everyone and all my UK alumni!

Mr. Hurt (owner): Stale candy is really not a huge offense as anyone can make a mistake and not rotate the shelving. Nasty customer service is difficult to rebound from. Please check the dates on your candy,...

Have visited this company multiple times, 3-4 times per year for last 3+ years. Have found there products to be at least comparable if not superior to online shops for chocolate covered items. Favorite item is milk chocolate grapes, strawberries are pretty dang good as well. Unfortunate was extremely disappointed when I walked into Southland store this morning, 2/9/21. Sales rep, older lady was on phone giving attitude to a patron, with 2 other customers in front of me. After waiting 10+ mins, I get to the counter and asked a question about one of their items, coffee pearls. Said she had no idea and obviously had no interest in trying to educate about their products, and expressed that with a not so lovely attitude. Spent many years in the customer service industry and realize how difficult it can be, but I think it’d do OKC well to find that cashier a...