MyProtein www.myprotein.com

I am waiting since Wednesday 13th to be order dispatched as it was estimated 4 days ago although on their webpage they advertise delivery in 3-4 days. Webpage is inaccurate in following information:

-false advertising of shipping rates and times

-client is not informed about delays in a timely manner

-when I tried to get refund before dispatch they refused to provide that

-wrong information about dispatch and delivery times given when completing purchase

I am keen in advertising and I have justified reasons to believe they are misleading consumers despite they are aware they will not fulfill contractual obligations.

I have used MyProtein for over a year now and have found the products to be good value and quality. However, I recently tried the chocolate vegan protein powder and found that it made my teeth very sensitive almost immediately. When I contacted their customer service they could not have cared less and only after numerous messages did they then ask for the batch code and other order details. Sadly, this made no difference because they then came back with a standard response full of platitudes and excuses, with the bottom line that I had to get a doctor's note for them to look into this further. I pointed out that the product contains sucralose, which is known to have side effects that includes making teeth sensitive, but they just kept repeating the doctor's note mantra. Terrible customer service!

[Caveat] I stand by what I write. I don't feel the need to hide behind a handle. Originally, this review started with my real name and a link to a PDF version with links and a screenshot as supportive evidence.  Review Centre removed both. [Caveat.] I am a food supplement junkie. I started as a student at NYU (MVP Taekwondo 2002), fed my addiction in Taiwan, and brought it back to France. I spend more money on supplements, on a regular basis, than on anything else but food, rent, and combined utilities. Even after leaving the States, I was still ordering from American stores (Custom Capsule, Powder City, All Star Health ...), but the increase in shipping costs and the weakening of the euro against the American dollar pushed me to give My Protein a try.It all seemed very promising. The website looked sleek and prices were ... interesting. While some powders cost three times as much as from Powder City or Bulk Supplements, the proteins were very competitive — especially since VAT was included. In addition, starting from a 60-euro purchase, shipping to France was free. I soon made an order, and then another a few days later, before I'd even received the first one (not smart, I know).My *second* order arrived without a hitch. The single hiccup is that while 'free two-day delivery' was selected under my French address when I checked out (it was the sole 'option'), the range of delivery dates provided after completion of the order spanned two weeks. As it stands, the package arrived in six days, which is plenty fast. My guess is that the 'free two-day delivery' is for UK orders and should not have appeared under my French address. Just a bug, then, but not the only one, and far from the worst, as we shall see (*cue ominous music*).So, as I said, my second order arrived without a hitch. The first, however, did not. I received an email from Chronopost (a French express delivery service I used once as sender and thrice as recipient; they messed up all four times) announcing they would deliver the next day. The delivery address in their email was correct, and so I waited ... waited ... waited. In vain. When I tracked the package, I discovered it had been dropped at a store (a Point Relai). No explanation was provided as to why the postmen had decided not to bother with the delivery, though job security (i.e. 'I can't be fired for not doing my job') has probably a lot to do with it.A small problem, all in all? Sure. If it had ended there. The package I retrieved from the store, however, was clearly too small. Most of my order was missing. So I went online, connected to my account, clicked on my order. In front of each item, I found a TRACK ORDER button, which I pressed. I was redirected to the carrier's website. Not a specific page for my order, mind you: just the home page. Still, I could have located my package by inputting its tracking number ... if My Protein had seen fit to share it with me.My next step was to try to answer My Protein's email, the one confirming my order. But you see — and that's the root of all the problems I still have to relate — My Protein refuses to answer emails. You have to go through their website and fill an online form.So instead of clicking on the reply button, you have to go to the My Protein website and spend several minutes completing an online form. This system reduces the number of customer service representatives the company needs to hire, see, saving them money at the cost of their customers' time — especially since online forms seldom seem to work as they're supposed to. In this case, the form refused to send my query unless I chose a category in a floating menu, even though I'd already picked the category for delivery issues.Finally, I had to switch to another category, about website issues, and upload a screen capture of their system refusing to proceed when the appropriate category was selected. I also explained that most of my order was missing. Later, My Protein sent me an email to tell me that my problem with their online form was addressed in another email (why?) and that the issue was closed. I never received this 'other email', and it does not appear in my account on My Protein either. Oh, and about the missing package? Not a word.When, through yet another online form, I reminded them about my missing package, I received another email, a bad copy>paste work that called me 'Jason' (which is not my name) and didn't help very much. But of course, I couldn't answer this email directly either; instead, I was required to visit My Protein again, find their answer in my account, and reply there. Surprise: The message was not in my account. The only message in my account was the one claiming that my post about problems with their online form was addressed in another email (which I've never received and which isn't in my account either, as I've mentioned).So I must fill yet another online form, to inform My Protein that their website has yet another bug, that I can't answer their message from my account because their message is not in my account, and that I would appreciate if they'd finally deign to exchange emails to solve the issue, since there's obviously a problem with their website. Later, I receive an email in which they instruct me to make a copy *of their own previous email* and ... to attach it to another online form.You read that right: They lost their own email, and I can't simply forward it to them, I must print it out as a PDF so I can attach it to their online form.And I did. My package, as it happened, was being returned to them as undeliverable. I pointed out that I'd received another package from them (my second order, remember?) and asked what excuse the French postal service had given for the inconsistency. No answer. So I had to fill YET ANOTHER ONLINE FORM.At that point, I was so frustrated by the absurdity of it all, the snowballing waste of time, and My Protein's continuing refusal to exchange emails, day after day after day, that I used their online form one last time to present an ultimatum: They had until the end of the month to either get the missing packages in my hands or reimburse me, or I would contact Visa and cancel the transaction (a 'threat' I'd never had to utter before in my life). That's not even that I doubted their probity, but I was done, done, DONE dealing with their Kafkaian customer service — contacting Visa simply seemed the lesser of two evils.They reimbursed me. They also sent me an email explaining that they don't answer emails for the sake of efficiency (!) and inviting me to ... log on their website to fill yet another online form to tell them about the bugs that made me hate using their online form. (They're clearly immune to irony.) Because, see, their system also lost the very first message I posted using their online form — the one with a screen capture showing one of the bugs. I kept the screen capture, but I didn't bother uploading it again just to give their system another opportunity to make it disappear.And I haven't dared make another order since. But that's not the end of the running joke (?). See, at some point after my first order, before it had failed to arrive, there was an interesting sale. So I connected and selected the items that interested me. When I tried to check out, though, it didn't work — and their system didn't tell me why. I filled yet another online form, attaching a screen copy, and never received an answer. I finally understood that some of the items I'd added to my cart were out of stock in the weight (1 kg) I had selected. Because I'd failed to understand this sale was a race, I had to redo my order. I did. Then when I tried to check out ... it failed again. This time, another item had gone out of stock in the specific weight (1 kg) I had selected. Frustrated, I gave up.End of the story? Not quite. For several days afterward, I received emails from My Protein to remind me that I hadn't completed my order and to let me know that if I needed their help to do so they would happily provide it. Because, see, *those emails could be answered directly*. My Protein doesn't wish to waste their time with actual customers, but to push potential customers over the edge they're ready to take the risk and make the effort of establishing a channel of (Be still, my heart!) direct communication.To conclude, I'll mention another My Protein email I received urging me to review the items in my orders. There's a €50 coupon offered for the best review. Now, the promise of a prize does encourage customers to write better reviews than 'Great stuff' or 'Horrible taste,' and that's good. But it also encourages customers to write *positive* reviews, since negative ones aren't quite as likely to net them the prize. Still, while I find the system ethically iffy, it beats erasing negative posts and reviews, like True Nutrition and Atlas Wearables have been caught doing (the latter, repeatedly).[2015/5/6] Well, it seems My Protein also buys reviews.&nbsp - look at the reviews posted on Trustpilot by a man (with a very American name I'm not allowed to give, as per Review Centre's regulations) allegedly from 'Fort Washington, DC, US' and you won't doubt it for a second. Here's his piece on My Protein: 'This site nice' (title) and 'I like it they so success' (body). His two other reviews — both giving five stars, of course — are in the same ridiculously broken English. That's what happens when you outsource your fake reviews!On the subject, I recommend you read 'Fake reviews plague consumer websites' in The Guardian (Saturday 26 January 2013). In this article the author shows the 'almost industrial scale' of fake reviewing, typically contracted from non-native English speakers from the poorer countries. 'Beware reviews in poor English. Genuine customers may take little care with spelling and grammar, but some reviews sound as if they were translated from a foreign language,' warns the author. 'Look for concrete details. Avoid reviews that provide abstract narratives about a product or customer-service experience.'

Really terrible customer service. No communication, a million hoops to jump through to get a refund that still hasn't appeared for an item that never arrived.

Here's what happened: My item never arrived. They said they'd send it to another address for me. It still didn't arrive. I called again and they said they couldn't send to a different address so they'd credited my 'myprotein account'. I said no thanks, I want a refund. They de-credited my 'myprotein account' but still no refund appeared. I sent a complaint through their website titled 'where is my refund' and the reply said 'we've credited your myprotein account', which was not the case, and not what I had asked for.

This whole process has gone on 2 months now, all for something under £15. You'd think it'd be simple to give a refund but apparently not.

I purchased some of their Instant Oats but the order failed with an error. The money was still taken out of my account. I contacted customer service with proof from my Bank that this money had been deducted but they are refusing to do a refund and keep on making excuses, it's been almost 2 weeks now. This was a relatively small order, just imagine if I had spent a hundred or made a huge order, I would seriously be out of pocket!

Use them at your own risk. I wil never buy from them again and will warn others.

I regularly order with Myprotein and spend somewhere between £30 and £50 per month with them but I have had two occasions when I have had to call them both of which have left me feeling like going elsewhere so I feel I should share my experiences.

The first was quite a while ago in winter when there was a lot of snow about to cut a long story short my delivery kept not arriving even though the roads were not clear. This went on for about one and a half weeks, so I called up Myprotein to ask if there was anything they could do. I spoke to a guy who sounded about as interested in me as a kick in the face! He just said "we have fulfilled our terms and conditions as we have sent it out", no sorry or anything at all. If a company uses a particular courier then they have a duty of care until the products arrive.

The second occasion was today. I ordered £66 ish worth of stuff as I got an email offering 10% off, a free shaker and a free vest when a particular code was used. I received my order and saw that the vest and shaker were not there. So I called up and got a woman this time. She said that I would have had to add the products to my order rather than them add them because I used the code. This was not clear at all at the time of ordering. I then said that as I used the code, could they send them out to which she replied no we wont do that, you will have to place another order.

I really think that as a gesture of good will they could have just sent them out.

I really think some more training and a change of policy is in order at Myprotein as it is clearly an unfriendly, corporate culture which makes me want to go elsewhere.

I would just like to add that I have just had some of the protein powder (unflavoured) and it seems a lot sweeter than usual. Have Myprotein changed the formula?

I will update my review once I hear back from them.

Hey i am using impact whey for more than 2 years and think it has a great quality. I cant understand why people can play for proteinpower 25 Euros per kg so i bought myprotein stuff. I like the taste and help me to feel better after gym. soo Go hard or go home :D … Btw u can use the referer code MP757518 in registration to get 5% discount and u can combine that code later in basket with other ones. So Peace Brahs :*

i never made any bad experience with myprotein, so thump up :)

Great protein quality... fast delivery and reasonable price ...

Overall quite good...

My mom, 92yo, needs nutrition by pure proteins and maltodestrine. I switch from a well known supplier just to try (honestly because of price). No information on package, no way to know the manufacturer, My mom lost 7 kg (out of 52) in 6 weeks. These products are pure sheet (ee=i).

my protein is not able to ship to france!!

didn't get my order until today and it hasn't even been shipped since the tracking code isn't working!!

i'm very disappointed and think it's the last time i order from this site

ordered for 50€ october 23!

today october 31 still no sign!! what is this?

customer service said it can take up to november 13!!! well i could have walked there to get my package !!

for what do i pay delivery?

bad bad bad