My Protein

#*******

My whey arrived in a damaged package with small black sticky objects inside that looked like rodent droppings. I contacted customer service immediately and clearly requested a refund.

My messages were largely ignored, and MyProtein later sent a replacement without my agreement. After that, they even asked me to cover the return shipping costs in order to receive a refund, which I find completely unreasonable since I did not cause this issue.

For a company selling food products, both the condition of the original order and the way this complaint has been handled are extremely concerning.

Shipping problems can happen, and I fully understand that. What disappoints me most, however, is the way MyProtein's customer service has dealt with the situation. I feel completely left alone with a problem that I did not cause.

Based on this experience, I cannot recommend ordering from MyProtein.

I honestly don't know where to start with this company. I placed an order on the 3rd July, expecting it within their advertised delivery time of 48 hours. It never arrived. IT STILL HASN'TE ARRIVED AFTER 3 ATTEMPTS TO DELIVER!
After chasing through their awful customer service system, I eventually got a phone call (only because I left a negative Trustpilot review) where I was apologised to, offered £15 credit, and promised that a replacement order would be sent and delivered within a few days.
It never arrived either. No proactive updates. No phone call. Nothing.
Instead, I had to chase them yet again through their ridiculous messaging system because there is literally no proper customer service. There is no obvious phone number, no way to actually speak to a human being, and their chatbot is completely useless. It just keeps funnelling you into submitting messages through your account where you wait days for someone to copy and paste another generic response.
Then I get told the replacement is "in transit" and to wait longer. It still doesn't arrive. Then, out of nowhere, they tell me I've returned the order!
No, I bloody haven't! How can I return something I've never actually received?
Then apparently another replacement has been sent.
Guess what? Still no delivery.
At this point I've completely lost track of how many times they've supposedly dispatched this order. Every time I ask for answers I get another scripted apology, another promise, another delay and another excuse.
What I actually wanted was incredibly simple:
Deliver the goods within the timescale you advertise.
Instead I've spent weeks chasing an order that still hasn't arrived.
What's even more frustrating is that when I asked for a refund so I could simply buy the products elsewhere, that somehow seemed impossible too. Instead they kept insisting on trying to resend the order over and over again while wasting even more of my time.
And let's talk about their choice of courier.
Why are MyProtein still using Evri (formerly Hermes)?
Every single time I've ordered through MyProtein something has gone wrong.
One order was delivered to the wrong address.
Another was left outside my gate in full view of the street where it was stolen.
Another required me to complete non-receipt declarations and wait while courier investigations took place. Now this latest order has simply disappeared into the void despite multiple replacement attempts.
At some point you have to stop blaming the courier. If you continue choosing to use a courier that repeatedly fails your customers, that's your responsibility.
I've now had missing deliveries, parcels left insecurely, parcels delivered to the wrong place, repeated investigations, endless messaging, contradictory information, replacement after replacement, promises that never materialise, and countless apologies.
The only thing that consistently arrives is another generic customer service message saying they're sorry. The £15 account credit is frankly insulting. I don't want store credit. I wanted the products I paid for, delivered when you said they would be delivered. Failing that, I wanted my money back so I could buy from a company capable of getting an order to my front door.
The entire customer service operation feels designed to stop customers actually speaking to someone. You cannot simply pick up the phone and ask what's happening. You're forced through bots and account messages while nobody takes ownership of the problem. This has now happened to me multiple years running, and somehow every experience manages to be worse than the last. I genuinely don't understand how a company this large can operate such an appalling customer service system. I guess I'm the fool for constantly hoping for better and trying again!
Avoid if you actually want your order to arrive!

I made a large purchase from us.myprotein. The Chocolate Carmel, Salted Carmel & Churro Flavors all had a chemical smell & taste. I got violently ill mulitiple times that I tried these. I thought I had just caught a bug, but i never vomit! These made me vomit for hours! It was horrible! I contacted them & they stated their products were tested & there was nothing wtrong wioth them- Buyer Beware!

🔴 Absolutely unacceptable – illegal practices and complete disrespect for the customer! On 05.04.2025, I placed an order with MyProtein and authorized the payment through my banking app. In my account, the order was shown as "confirmed." I waited 10 days for a package that was never going to arrive. On 15.04, I found out from my bank (Revolut) that the payment had been automatically blocked because MyProtein attempted to save my bank card details without my consent, intending to use them for: recurring payments future subscriptions and automatic charges without reconfirmation ‼ I was not asked, I did not check any box, and I did not agree to such a system.
This is a clear attempt to secretly enroll customers into a subscription — an abusive and potentially illegal practice. During this whole time, MyProtein never informed me that the payment had failed. My account still showed the order as "in progress" — even though they knew full well that no money had been received and the package hadn't even been prepared. 🔒 If the bank had not blocked the suspicious transaction, I would have been enrolled without my knowledge into an automatic payment system.
This is not just a lack of transparency — it's a form of digital fraud. 🛑 Not only do I NOT RECOMMEND MyProtein, but I will also be filing formal complaints with: ANPC – for deceptive commercial practices ANSPDCP – for illegally saving card data without consent (GDPR violation) and with Visa/Mastercard – for the abusive use of the payment system. A company operating like this does not deserve customers' trust and must be held accountable.

I recently purchased a protein powder from Myprotein for over 4000 rupees and was excited to try it. Unfortunately, upon opening the packet, I was met with an unpleasant smell and taste that did not match my previous experiences with protein powders. After researching online, I discovered that many others have reported similar issues with this product.

I reached out to Myprotein's customer service, but they insisted that the product is genuine and its taste and smell are authentic. They escalated my concern to their quality team, but no resolution was provided. When I attempted to initiate a chargeback, they refused to cooperate, leaving me frustrated and feeling unheard.

I believe in quality and safety when it comes to supplements, and I cannot recommend Myprotein based on my experience. I urge potential buyers to be cautious before purchasing this product.

I am utterly disappointed and frustrated with my experience ordering from this company. Despite placing my order well over a month ago, I have yet to receive my items. The lack of communication and accountability from their customer service team has been appalling.

After repeatedly reaching out to the company, I have been met with empty promises and illogical suggestions, such as waiting for the severely delayed delivery only to return the items for a refund. This level of incompetence and disregard for customer satisfaction is unacceptable.

The company's failure to fulfill their basic obligation of delivering products within a reasonable timeframe has left me questioning their reliability and professionalism. Their inability to provide a swift resolution or even a satisfactory explanation for the delay is a clear indication of their poor management and lack of concern for their customers.

I strongly advise potential customers to reconsider placing an order with this company. The stress, inconvenience, and frustration that I have experienced are not worth the risk. There are plenty of other reliable businesses that value their customers' time and satisfaction.

Until this company can demonstrate a significant improvement in their service, delivery times, and customer support, I cannot recommend them to anyone. Save yourself the trouble and take your business elsewhere.

I was a customer since February 2018. However, I recently ordered $200 worth of Impact Whey Isolate - 11lb - Unflavored, which was supposed to be delivered on January 17,2024. I never received it. I contacted the Customer Care Team every week since then, and they keep telling me to fill out the Attestation Form over and over, and/or wait for the results of the investigation. It has been over two months of waiting with no progress: no refund and no replacement product. They have $200 of my money, and I received nothing in return, and no date for when the matter will be resolved, if ever: they said they will contact me at THEIR earliest convenience.

I was so happy with the customer service I sought out a review site to leave a review and I'm personally shocked at the negatives. I live in a small town with no usps service, so i have a po box. Myprotein uses a delivery service which goes to the door and I messed up using my po box as the address. Package was of course sent back. As soon as i contacted them, they had another package out that went right to my box. Not only do I love their products (literally the best non-creamy protein out there) but I am super happy with how they handed my problem!

The worst customer service I have experienced. I was a customer for many years and had spent £300 within 3 weeks with them. They had sent the wrong product to me (the correct sticker but the wrong product). Despite my efforts to rectify the situation by returning the item, I received no assistance after months of chasing them. It seems whoever is responsible for customer service doesn't care about losing high-paying customers.

I recieved an email saying an order was placed with them for over $100. I never placed an order with them. I contacted them to cancel the order not even 10 minutes after it said it was placed and they said it has already began to be shipped they cannot cancel it. Interesting. Cause it's impossible to pack an order print the label pack and ship it to the post office in 10 minutes. Whatever. I leave a 1 star review for their poor customer service. (P.s. It gets way worse!) They respond back saying they've started the process for return, as soon as I receive the package, attach the return label and shipping label and send it back to receive a refund. I had to pay for the shipping also. I send it back. Usps says it's delivered, the next day I get an email from myprotein saying they received the returned order. It says it takes 5 days to get your refund and if after 10 days to contact them (contacting them is near impossible and every response seems scripted/auto generated) it had been more than 10 days so I contact them. They state they never received my items. I tell them you did I have tracking that proves you did AND an email FROM THEM SAYING THEY DID! I attach all the proof. They respond asking to please provide proof. I respond back saying I did I will attach it again, SEE ATTACHMENT. They respond saying they were unable to process refund through original payment method, could I provide them with my paypal to receive the refund. I give them my paypal. Then they say they need to investigate this further and are moving it to their payments team. They are waiting to hear from them and when they do they will contact me.
Are you kidding me? They're a scam! They just want your money! And will come up with every excuse in the book to avoid giving you your money back even after getting their crap items back and hope you give up! I'm not a quitter especially over my hard earned money. I'm not rich or a scammer like they are. Summary: 1st they can't cancel because it's already shipped, (when it didn't ship till days later.) 2nd they can't give refund because they never received my package (when they already said they did.) 3rd I let them know they recieved it they said so and I have proof (and I provide the proof) 4th they ask for proof I provide it AGAIN 5th they say they can't pay me via original method can i provide my paypal. 6th I provide paypal and they say they need to investigate it. And will get back to me.

Notice a pattern? They will always have an excuse and do anything to avoid actually helping you. Avoid this company like the plague. Still no refund by the way.

I ordered two 5.5 lb bags of their protein in different flavors. Both made me sick to my stomach - I'm not sure if there was an issue in shipping where they overheated or if it's just a terrible product. I've tried no less than 20 protein companies/ powders over the years and this is the only one I've ever had a reaction to like this. I'm not lactose intolerant or anything.
Dealing with their customer service has been infuriating. They literally keep asking me for a batch number, which I'll send, then the next message they ask me for an order number, which I'll send, then they'll ask for the batch number and flavors and expiration dates, and there's been more than a dozen emails over two weeks where they keep asking for some detail, usually one I've already provided. I've taken full pictures of both products and given every bit of information you could fathom. They're purposefully trying to wear me out/frustrate me until I stop replying all together. I wish a plague on this company and the families that work there.

First, upon receiving my order I noticed immediately the bad quality of the clothing. So I returned them, which I had to pay myself. It was rather expensive to return them, but seeing the bad quality I decided to pay for it anyway. Now, more than 2 months later still no refund because they said they could not find the package when I contacted them.
So, I had to show my proof of return/tracking/shipment, which I did multiple times. And it clearly shows that it had been delivered. But still no refund. Then finally, after sending lots of messages, they said they found the package and I will get the refund. However, I contacted them again when this did not happen, and then they said they didn't receive the package, and the refund was rejected.
Do not buy from this company! And beware of the positive reviews. I suspect they write their own reviews.
My review of my bad experience with them has never been posted on their website. Yet, one day after I saw three reviews with 5 stars. So they are also untrustworthy as they try to deceive people.
Again, do not buy. All you get is bad quality, bad customer service, and no refund if you return your order.

One of the most pathetic shipping services I have ever seen. I got my order delivered 20 days late, and when I wanted to return it, they promised me a free return, but then when the product was received, they said no, and I had to pay for the return.

Just hope you don't have any issues with your order. I received a product that was past its best before and also unsealed (a tub of protein powder, in which the seal had opened and contents and spilled out/congealed around the lid). It took me almost a week to get a refund, after the company demanded erroneous details about the product, which I am certain they would have access to. I've come to the conclusion that the constant back-and-fourth to grant a simple refund is designed in a way to exhaust the customer so that the request for a refund is surrendered. I would think twice before ordering from this company.

The nutritional information advertised on their website significantly deviates from what is printed on the actual product packaging. This discrepancy seems intentional, painting a more positive image of the product with lower protein, double the fat, and higher carbs per serving.

Despite reaching out to bring attention to these discrepancies, MYPROTEIN has not taken any corrective action, leaving me inclined to believe these misleading practices may be deliberate.

Moreover, the promised ease of returns and refunds, as stated on their website, appears to be impractical and challenging in reality, contradicting their customer-centric claims.

The most disgusting fraudulent company. 90% of the products on their website are not available and there is a high probability that they do not exist at all. You are attracted by a large assortment, large discounts and gifts, only for you to pay for the order, after payment for you will be immediately forgotten. Before buying, you will be promised delivery within 2-8 days, in fact, in ten days the order has not even been confirmed yet. During this time on the site and, accordingly, in the warehouse, half of the positions are no longer available, no one will say the terms of the new arrival. This is provided that you can subscribe to them via a hidden email. Reading the reviews about this company, I'm not sure that after a long hassle I will be able to get my money back. When I started reading reviews about this company, I was shocked - how does it still work and why is there no charges brought against its management? Why does she deceive people for such a long time? Don't trust this company in any way, don't even look in its direction. This will save you your nerves, health, time and money.

They use the goofballs at evri to deliver and they have lost the item and just keep updating the tracking to say its at the depot everytime i message i get a cut and paste response that its at the depot. Ill be taking this as far as i can they arent getting away with it.

Never buy if you will need to return! Terrible expierence with their costume service. And the price for returning was so high, almost half of order's price!

The majority of the comments appear to be tangential and lacking in constructive input, often characterized by their brevity and simplicity. It is worth noting that the issue regarding shipping cannot be exclusively attributed to the vendor, as such occurrences are not uncommon in the realm of online commerce.

I am particularly enamored with this product for a compelling reason — I have managed to acquire a substantial 5.5 pounds of unflavored powder for the seemingly modest sum of $57. This astute purchase decisively rebuts the assertions suggesting that the product is exorbitantly priced. The tangible value I have secured leaves little room for concurrence with the opinions suggesting undue expense.

Not our first order with them.
Everything is fine as long as you are happy with the order, and everything is found. The problem starts when you need the customer service: a routine answer, like a robot, without a real attempt to solve the problem.
I wanted to cancel an order less than 20 minutes after the execution, during a conversation in the chat (due to the inefficiency, it took about half an hour and increased the frustration) I also sent a message. It was said that the order could not be canceled because it had already started. For two days I sent more requests and asked them to pass it on to the service manager. After they transferred it to the service manager, it took 3 days for him to answer, saying that until 3 days ago it was still possible to cancel the order, but now it is no longer possible. "Please accept my sincere apologies." I would like to receive a full refund for an order that I am not interested in and I was notified of this less than 20 minutes from the moment of payment.
In my opinion, it is a mistake to order food additives from a company that does not take responsibility for mistakes it has made.