Myprotein UK & IE Avis 34

I selected a promotional item (protein peanut bars) during checkout, but it did not appear in the final order. I’m not fully sure whether it was a technical issue or a mistake on my side, as I do remember adding it to the basket.

Customer service confirmed it cannot be sent if it’s not on the order, which I understand. However, what disappointed me was the rigid approach and lack of any alternative solution or goodwill gesture, for example as offering to include it in a future order.

It also felt like the responsibility was placed entirely on me, rather than acknowledging that checkout issues can happen.

Ultimately, it’s not about the item itself, but about how the situation was handled, which felt inflexible and not very customer-focused.

In a short …Don’t trust this company !!
Scammers

I made an order but cancelled it to add credit to my account for a previous issue. Although I cancelled the order it still arrived and I was still charged - have tried messaging on the app/website but no reply.

Ordered my stuff order number - 749681684
Never delivered. Charged me 25 pounds because of next day delivery but then at 12.40 said was delivered when I’m literally off to receive it. Then they been contacted said will take 2 working days to investigate with the courier company. Evri.

Please be aware it’s a Scam

By looking at the 86% of 1-star reviews, it seems like I was not the only person having issues with their “next day delivery” and “customer service”. As a long-term customer, the overall service has been shocking considering the size of the business. I selected next day delivery, did not receive it the next day, left it thinking maybe it needed an extra day, but it was not delivered again. The following day, I messaged customer service and they responded that it might have been damaged if it was being sent back to them. There was zero explanation prior to this, no notification to the customer or explanation of what was going on. The customer is just left wondering where the delivery is. Once again, I asked customer service to help and was provided with the original order number, as apparently they are resending everything I ordered. Absolutely pathetic.

Horrible customer service, selling items out of stock.

I made a £84 order on 25 Nov, which qualified for "Next day delivery". It is 6 Dec and the order is nowhere to be seen.
I have contacted customer service several times and requested more information, or swap the items not available to something else. Most of the time I am only getting an automatic email saying
"Please rest assured that our team are working to have your parcel despatched as soon as possible. Upon despatch, you will receive an email to confirm it has left our warehouse and tracking information so you can monitor its progress."

It is outrageous. It is almost impossible to get in touch with someone to sort it out. The only option they have given me is to completely cancel the order. I have missed really good Black Friday offers because of this, and I am beyond speech with the way they are treating customers.

Well, I will be buying from elsewhere from now on, so an ex-customer.

**edit 08.dec.2025:** after providing requested data on Trustpilot, I have been contacted again by customer service:
"I’m sorry but we are unable to amend orders once they have been placed.

I will investigate further and request for the order to be dispatched as soon as possible. Should we be unable to dispatch your order, it will be canceled and any charge refunded."

I bought some items because of the discount. If they cancel the order now, I will have to pay 50% more to purchase the same items, plus will miss the free samples.
Why do they announce Black Friday offers if you are not able to meet them? Shameful.

If this is not resolved by 10-Dec at 08.00 am in a satisfactory way I will be contacting the ombudsman. I just want equivalent value to what I purchased through their website, including the free stuff.

**edit 12.12.2025**: after almost a week, nothing has changed. I was contacted by customer service to say that the order has been "marked for dispatch". But it has not been dispatched. I am writing the complain to the ombudsman now.

Horrible Customer Service! I have been trying to reach you for DAYS because i got a half empty protein powder box and i haven’t been able to talk to anyone or sort it out. Paid way too much for a half empty box!
Someone contact and help me please

I would have given a 0 star rating but unfortunately that wasn’t an option!

I’ve been a loyal MyProtein customer for a couple of years, but my recent experience has been terrible. I bought 2 tubs of Peach Tea Clear Whey from Tesco – a product I’ve purchased many times before. This batch was completely different: darker powder with black specks, mixed drink came out dark and unappealing, and the taste was wrong.

I raised this with MyProtein almost a month ago, provided photos, and have chased multiple times. I’ve been repeatedly fobbed off with copy-paste apologies and told it was being “escalated to the highest internal team” with promises of resolution by certain dates – yet here I am, still waiting.

I asked for a postal address to make a formal written complaint, which has also been ignored. It’s unacceptable that such a well-known brand shows so little accountability for product quality or customer safety concerns.

At this stage, I’ve lost confidence in both the product and the company’s customer service.

So I ordered the Impact Creatine in the tropical flavor from MyProtein, and I've got to say it was a real letdown. When I first opened it, it smelled amazing, like honestly one of the best scents I've come across in a supplement. But taste-wise, it was a whole different story. Even mixed with water, it turned out bitter and just unpleasant, nowhere near what I expected from that great smell.

I did reach out to customer service to check if maybe something was off with the batch, but they assured me it was all fine and that the product was genuine. So it seems like this flavor just doesn't hit the mark. Honestly, I'd say steer clear of the tropical flavor because no amount of sugar or tweaking is going to save it. I really regret spending money on it, and I wish I'd stuck to other flavors I know are decent.

Extremely disappointing service. I first raised a query in mid-July and opened multiple follow-up tickets, only to receive vague copy-paste replies. Some tickets were even closed without my consent or awareness, leaving me with no resolution.

After escalation, I was given a £15 credit but still no real answers. I was told they could only provide details for one product—completely inadequate, especially when I had only asked about four. For weeks I chased responses, each time being promised a reply within "2 or 3 business days" that never came.

Frustrated, I set my own deadline of August 29th. I contacted MP again on that date and they ignored me. That silence demonstrates a clear lack of accountability and professionalism.

I caution others to consider this before placing an order.

>> UPDATE 09/09/2025
Still no action and no response after the customer relations executive took over my case on 22 August.
```
*On 04/09/2025 I wrote*
Dear Executive,
MP never fails to disappoint. So you haven't done anything since you took over.
You have all the information and data on record: you can look them up and process my enquiry with no further delays.
Regards
```

Please also note that I provided my details after Sam from MP replied to this review below.

>> UPDATE 15/09/2025
Still no response. I sent another message to ask for any updates.

Wish there is 0 star for Myprotein. I ordered a protein powder and received it with the lid already popped open and mold growing inside. I contacted customer service, but instead of offering a refund or exchange, they passed me off to the “quality control team,” who have done nothing but waste my time. It's been over a week with no resolution, no accountability. Completely unacceptable. I won’t be ordering from this company again.

If there was a rating lower than 1 star I would give it! Absolutely brutal customer service following their couriers non delivery of my order and Myproteins limp wristed response by a different customer service agent everytime you contact them stating that 'they are waiting for the couriers response' I have ordered several times previously with no issue but never again! Almost 3 weeks and just getting the runaround... be warned and stay away!!

Would give minus stars if I could.

Worst company I have ever dealt with. Ordered and paid for on 30/06. Nothing has been received. I have contacted them every day since and just keep being told crap by their 'Customer Service Team' (more like 'lack of customer service team')

PLEASE DO NOT BUY FROM THIS COMPANY you will regret it.

Can't give 0 stars so one will have to do. Myprotein have stopped giving the weight in grams and instead show serving sizes on the website only. I have always bought 250g of green superfoods powder. They've increased the price which is fine, I knew this buying the product. But what is not fine, is reducing the product weight from 250g to 150g and making it difficult for customers to know how much they are buying until delivery. Terrible and misleading practice from what used to be an amazing company. Terrible, deceptive practices. The overall 1.7 stars the UK myProtein page on here speaks for itself.

Update: thank you Sam for your copy and paste response. First of all, you have not sent me a message on myprotein and trustpilot doesn't allow you to do so. Secondly, I did receive a form that asks for no details, just order number date etc. It has no space for comments. After filling this in, I have not heard from you again. Does copying and pasting and ghosting count as customer service? Good effort at creating the illusion of 'customer service'. People aren't stupid but I find it hard to say the same about certain companies that have found ways to break the law by not providing the weight on products and pretending to care when called out.

Enquiry Update 656604981-£100 order placed 04/03 and requested next day delivery. Received emails to say that it had been dispatched with EVRI🤬 Did not receive order next day (05/03) as requested. Contacted them through app and help centre. Slow reply. Their site said damaged in transit and delayed. No updates from courier or MyProtein. Still have not received proper reason. Offered £5 for delays and they refuse to raise formal complaint. Have another parcel with another courier coming from Belgium(!!) and have received updates at every stage. SHOCKING SERVICE. Only been offered replacement via EVRI again.

I have ordered twice and recevied only one package has arrived.Despite many many messages via chat I have not heard anything only one reply and now nothing .
so the company has my money but no goods

My protein however still has not refunded or even arranged to send me the products I ordered. Furthermore every message that I got from Myrpotein is that they are waiting for Hermes to investigate, without even providing a date for the resolution of this case. Moreover Hermes”s drivers think that every place where they leaves a particular parcel is safe. Furthermore the drivers does not deliver their deliveries in the time frames they mention, then don’t mention anything if you cannot do it. I have contacted them several times and every time the responds are the computer generated one. The customer service does not even read my previous messages. Every time I contact Myrpotein I always get the same answer, that they are waiting for hermes. Any company that cares about their customers will not allow this ridiculous situations to happen over and over again. NEVER AGAIN. Because of their customer service and the delivery company that Myprotein uses, the company doesn't deserve even one star
P.S.
My account was terminated because they think I am lied about everything, which is not true because I showed them proof that I have contacted the police as well as the Lanlord. Plus it’s not my fault that Evri does not care about what they deliver. For them safety place is just to leave and show that it was delivered. Nothing more

0 star
Ordered a month ago and still not received my order. I have chased them up and although they said they’d look into it I’ve heard nothing. Previously very happy with their service as products turned up on time but I will not be using them again.
NEVER AGAIN

Never again already found another company to buy from.
A month ago I ordered a product next day delivery that never arrived. Hermes provided proof of delivery to a different address not even my building and is clear in the picture that is not my address. My protein however still has not refunded or even arranged to send the product I ordered to me again as it is waiting for my hermes to investigate, without even providing a date for the resolution of this case. Everytime I contact is always the same answer they are waiting for hermes. Any company that cares about their customers and with clear proof that it was sent to wrong address would have help the customer and then dealt with hermes. NEVER AGAIN.