Hello Amelia,
Thank you for visiting and giving us a 5 star review.
We are glad to hear that our staff have provided you with a great experience and that you were able to learn a lot about chocolate. Glad to hear you enjoyed our samples as well.

We appreciate the time you have taken to leave us your kind words about our venue and hope to see you again in the future.

Thank you!

Hello Judim532,

Thank you for visiting and giving us a 5 star review. We are so happy to hear you and your granddaughter enjoyed your experience at Panny's Amazing World of Chocolate. We appreciate the kind words and hope to see you again!

Hello Firozaakter,
We are sorry to hear of your experience at Phillip Island Chocolate Factory. Our staff and management always aim to provide the best customer service and value all customers equally.

To address your complaint, we respect your point of view and understand your frustration regarding a lengthy wait time for management to resolve your issue. We apologise again.

Management was notified of your situation and in order to comprehend what exactly had taken place, security footage needed to be reviewed. As a small, family run business we do not have designated staff to do this as management work on the floor alongside staff every day.
The products you purchased were placed in a bag with a receipt by the staff member. In the footage we see the products being removed from the bag, shown to your family members and in the process leaving behind one of the gift boxes. After some time, you returned to the counter to the same staff member, who initially assisted you with product information, and enquired about the misplaced product. During this time our venue was busy, and the staff member had to refer the matter to management to assist. By reviewing the footage, it gave us clarity as to what happened and how we could resolve the situation. Once footage was reviewed your product was returned and we understand that this took 30 minutes of your valuable time, but this is how we could see what happened. You are very welcome to review the footage as this will show that your enquiry was a priority and we tried to work as fast as possible to resolve it.

All our customers are important to us regardless of where you are from. Panny, the owner, and his family are of Malaysian Indian background and all staff at Pannys are from various backgrounds and respect all beliefs. We do not tolerate discrimination.

This year has been difficult for everyone and we are trying our best after this lockdown. Our business has waited for a long time to reopen and we are so grateful to see customers again. Thank you for your feedback as we can use this to better train our staff and improve our management.

We hope you have enjoyed the chocolates and if you are down this way, please do visit us again.
Thank you