DU-CASSE Chocolate Ice Cream: It Breaks Your Teeth - Then Hides Behind Its Insurer (AXA Corporel)…read more
"After carefully reviewing the information brought to our attention, we are nevertheless unable to respond favourably to your claim."
Here is the timeline of a truly terrible experience with a Ducasse product and its remarkably "Zen" customer service.
1 November 2026
Hello,
Please find attached the response from your insurer, AXA Corporel.
A few points deserve clarification:
1. These were not fragments of cocoa beans, but fragments of cocoa bean shells - considerably harder and more dangerous.
2. No information whatsoever about the possible presence of these shell fragments was provided at the point of sale, nor was any warning displayed on the packaging.
3. The credibility and good faith of my account, which I reported immediately after the incident, are now being called into question.
4. The person handling my claim at AXA Corporel asked me, just one week ago, to provide a report from my dentist. I requested this document and was preparing to send it as soon as I returned from holiday.
Yet their rejection arrived two days ago, without even waiting for the very documents they had requested. (The claim dates back to 21 September!)
21 September 2026 - 20:38 (UTC+2)
Good evening,
I have just bought a small tub of your Chocolate Ecuador ice cream (€8) from your Rue du Cherche-Midi boutique.
I used to be a great fan of your chocolate sorbet.
However, nowhere - neither on the tub nor on the lid - is there any mention of the possible presence of what I believe to be cocoa bean fragments.
The result? As I was leaving the shop, I bit into several fragments that were as hard as stone (NB: possibly cocoa bean shells rather than the beans themselves) and broke the composite filling in my upper-left second-to-last molar. A filling that had cost me €180 just two weeks earlier!
And one further important detail: My dentist subsequently confirmed that it was not just the composite filling that had broken - the tooth itself had fractured as well. This means that an inlay/onlay restoration is now required, together with a temporary composite filling in the meantime, while awaiting a response from the insurer.
Quite frankly, your product is dangerous, and I intend to report this experience on social media.
Kind regards,
A very disappointed long-standing customer.
And, quite apart from this incident, your ice cream is simply nowhere near worth €8 compared with the chocolate sorbet you used to offer.
Marco
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