Fudge Kitchen Opiniões 48

Resposta da Fudge Kitchen

2/03/2026

Thank you for taking the time to leave a review. We’re genuinely sorry to hear that this was not the experience you had hoped for, particularly as the fudge was intended as a Christmas gift.

We do appreciate that the raspberry sorbet fudge had softened by the time it was opened, and we understand how disappointing that must have been. Our fudge is made fresh to order each day, worked entirely by hand, and produced without preservatives, stabilisers, condensed milk or added oils - ingredients commonly used by many fudge producers to extend shelf life, but which we deliberately avoid as they compromise flavour and quality. As a result, our fudge has a clearly stated shelf life of 10 days and is best enjoyed as fresh as possible, much like baked goods.

While our team did advise that refrigeration would not have the desired effect, this wasn’t intended to be dismissive. Chilling fudge can actually worsen textural changes rather than correct them, and once fudge has softened due to age or storage conditions, changes in both texture and flavour are not unusual. Unfortunately, if fudge is kept beyond its recommended shelf life or not stored in line with our guidance, softening can occasionally occur.

All of our fudge is hand-boxed by the same team who make it, and they are highly experienced in selecting pieces that meet our quality standards before despatch. We’re confident that the product would have arrived in the correct consistency and flavour, and that the changes occurred later as a result of how long it was stored prior to being opened.

In most circumstances, we are more than happy to replace or refund products where something has gone wrong. However, in this instance, the order had been shipped well beyond the stated shelf life and storage guidance - which is clearly communicated on our website, on the box itself, and in the literature included with every delivery. For that reason, we were unable to offer a replacement on this occasion.

It’s also worth noting that we offer delayed despatch during the festive period, which is clearly signposted across our website. Our team actively monitor orders containing Christmas-specific products and will often reach out to delay shipping so customers receive their fudge as fresh as possible for gifting.

We appreciate that this won’t be the response you were hoping for, and we’re sorry that this experience has left you feeling frustrated. We’ve been hand-making artisan fudge for over 40 years across six UK shops and are trusted by some of the finest department stores in the world. While we don’t always get everything right, when we do fall short, we genuinely strive to go the extra mile — and we hope you’ll reconsider giving our fudge another try in future.

Thank you again for your feedback.

Resposta da Fudge Kitchen

2/03/2026

Hi Paul,

Thank you very much for the lovely review! We're so glad you had such a wonderful experience, and many congratulations!

Fudge Love x

Resposta da Fudge Kitchen

2/03/2026

Hi Jill, thanks so much for your lovely review! We're so glad you guys enjoyed your fudge!

Resposta da Fudge Kitchen

2/03/2026

Hi Jackie, thanks so much for your lovely review. Hope to see you again soon!

Resposta da Fudge Kitchen

2/03/2026

Hi there! Thanks so much for your lovely review. Hopefully see you in-store again very soon!

Resposta da Fudge Kitchen

2/03/2026

Hi Catarina, thank you for the lovely review. Hope to see you in-store again soon!

Resposta da Fudge Kitchen

2/03/2026

Hi Robert, thanks for your lovely review. Hope to see you in store again soon!

Resposta da Fudge Kitchen

2/03/2026

Hi Holly - you're a star. Thanks for the great review! Hope to see you in-store again very soon!

Resposta da Fudge Kitchen

2/03/2026

Hi Bernadette! Thanks for the kind review! So glad you enjoyed your fudge - keep your eyes peeled, we MIGHT have some big news about a new store opening not too far from you!

Resposta da Fudge Kitchen

Actualizada a 4/04/2025

Hi Summer,

We appreciate all customer feedback as it helps us continually improve our products and services, and pride ourselves on the extra mile we go to put things right when we fall short of the high expectations our customers have of us.

Thank you for getting in touch with our team, and we're sorry that on this occasion we weren't able to help you. Having requested more information which you've been unable to provide, but cross-referencing your experience with recent customer conversations, we're confident we've identified the circumstances of your complaint.

With this in mind, we appreciate you may not have been happy with the response you received but as explained by our team, you have not provided proof of purchase to confirm the date you visited us, and we aren't able to compensate you for the unsatisfactory quality of a product we believe was purchased well beyond the recommended best before date.

We take the quality of our product extremely seriously and in our nearly 43 years of business use every opportunity of dissatisfaction to make things right and to leave our customers with memorable, positive experiences. In this instance, we don't believe your complaint to be in good faith, and sadly are unable to assist on this occasion. We appreciate the outcome of your complaint wasn't to your satisfaction, but considering the circumstances and your inability to provide the additional information we requested through Trustpilot and via email, we consider the matter closed and wish you all the best.

The Fudge Kitchen Team

Resposta da Fudge Kitchen

23/03/2025

Hi Lynda,

Thanks for your review and sorry to hear about your fudge! It sounds like the fudge you tried may have softened. It's meant to have a harder exterior with a smooth and creamy interior. As we don't put any preservatives in our fudge it can be a little prone to softening when subject to changes in humidity if it wasn't quite boiled to a high enough temperature.

We never want customers to have a negative experience and the packaging for your fudge does encourage customers to get in touch with us directly if you aren't satisfied. Please do contact us via info@fudgekitchen.co.uk with any proof of purchase and we'll be more than happy to replace your fudge for you!

Apologies again, and thanks for bringing this to our attention.

Resposta da Fudge Kitchen

10/09/2024

Hi Elizabeth,
I'm sorry to hear the fudge wasn’t up to our usual exacting standard. We always try to go the extra mile for our customers and put things right, but in this instance, as our team explained, this product is exclusive to Moonpig, and their quality control process has to be respected. They aren’t able to share customer data with us so any issues with a delivery need to be raised with them to be handled properly.

We appreciate all product feedback and welcome it, as it helps us continually develop our products and make changes to ensure the quality is always at its best. Unfortunately, with products that aren’t bought from us directly, we’re not able to replace or refund them, and we will always advise that the person who bought the gift reach out to Moonpig directly; our hands are tied in this instance, sadly.

Thank you for your review – we are already looking into the quality issues you’ve raised, but please appreciate that when products are bought third party, we’re unable to assist further. For additional support please contact Moonpig directly – they’re a great team and will be happy to help.

Resposta da Fudge Kitchen

14/08/2024

Hi Clare,

So sorry to hear about your fudge! It certainly isn't meant to be like that and sounds like a temperature issue. Our fudge is all handmade without any artificial emulsifiers or preservatives which makes it a little susceptible to humidity. Our teams have been producing our original speciality fudge for over 40 years and adapt the boiling temperature to compensate for extreme weather - it sounds like on this occasion they didn't get it quite right, and your fudge has been affected.

Please drop us an email via info@fudgekitchen and we'll be happy to look into this for you. We always encourage customers to get in touch directly and we can get things rectified swiftly to avoid any inconvenience.

Apologies again, but thank you for bringing this to our attention.

Resposta da Fudge Kitchen

14/08/2024

Hi Andrew,

Sorry to hear you didn’t enjoy the fudge you received – we always appreciate feedback as it helps us to continually develop our recipes. We’ve been producing our original special recipe fudge for over 42 years based on an American recipe that dates back to the 1830s. Our fudge is very different to traditional British crumbly fudge, in it’s production, ingredients, taste and texture, which can come as a bit of a surprise to some.

All our products are handmade every day in store, using traditional methods; boiled in copper pans and worked by hand on a marble slab. We use no artificial emulsifiers, stabilisers, flavours, or preservatives, but rely solely on hand-working the fudge to the right texture. Our fudge is meant to be soft and creamy on the inside with a slightly harder “crust” on the outside. It’s a very delicate process to achieve the right texture through temperature control when you’re not using butter or condensed milk, which can cause the fudge to be a little more susceptible to humidity than other sugar confectionery. This is a risk, but one we believe in taking, even if on the rare occasion we may have a mishap or two. It sounds on this occasion as though your fudge has suffered from the intense humidity we’ve been experiencing, and we can only apologise it isn’t as intended. Rest assured this isn’t how the fudge was meant to be, and we’d be happy to replace these for you.

We always encourage our customers to get in touch with us directly when there has been a quality issue with any of our fudge, as this doesn’t accurately reflect the product we’re proud to produce. Please drop us an email via info@fudgekitchen.co.uk and we’ll look into this for you.

Resposta da Fudge Kitchen

14/08/2024

Hi Clare,

Sorry to hear the fudge you bought for your husband wasn’t up to standard – we always appreciate feedback as it helps us to continually develop our recipes. We’ve also seen your husband’s review too and have asked him to contact us also. We’ve been producing our original special recipe fudge for over 42 years based on an American recipe that dates back to the 1830s. Our fudge is very different to traditional British crumbly fudge, in its production, ingredients, taste and texture, which can come as a bit of a surprise to some.

All our products are handmade every day in store, using traditional methods; boiled in copper pans and worked by hand on a marble slab. We use no artificial emulsifiers, stabilisers, flavours, or preservatives, but rely solely on hand-working the fudge to the right texture. Our fudge is meant to be soft and creamy on the inside with a slightly harder “crust” on the outside. It’s a very delicate process to achieve the right texture through temperature control when you’re not using butter or condensed milk, which can cause the fudge to be a little more susceptible to humidity than other sugar confectionery. This is a risk, but one we believe in taking, even if on the rare occasion we may have a mishap or two. It sounds on this occasion as though your fudge has suffered from the intense humidity we’ve been experiencing, and we can only apologise it isn’t as intended. Rest assured this isn’t how the fudge was meant to be, and it’s not an “excuse”, but a technical reality in this type of fudge, which is created around the world and experienced by many confectioners, and isn’t comparable with homemade or commercial ‘cast’ fudges, which don’t rely on extensive hand-working.

We always encourage our customers to get in touch with us directly when there has been a quality issue with any of our fudge, as this doesn’t accurately reflect the product we’re proud to produce. Please drop us an email via info@fudgekitchen.co.uk and we’ll look into this for you.

Resposta da Fudge Kitchen

9/08/2024

Hi Soren, thanks for your kind review, and for the opportunity to put things right for you - So glad you enjoyed the fudge!

Resposta da Fudge Kitchen

9/08/2024

Hi Zara, thanks for your kind review. Thank you for giving us the opportunity to put the quality issues right for you. Gad to hear you enjoyed the fudge!

Resposta da Fudge Kitchen

30/05/2024

Hi Ellen, thanks so much for your lovely review - we always appreciate hearing from customers, especially when they've such kind things to say. Many thanks!