Myprotein Arvostelua 11 466

Great product with impact noticeable after a short period. The gummies are so easy when consistency is key. Super fast delivery especially as it was coming from the UK. Delighted.

Much more confident signing up for a subscription now that I know it’s a great product and service.

MyProtein responded to my review asking me to check a message they supposedly sent through Trustpilot.

The issue is that Trustpilot does not provide an inbox or private messaging system for reviews, so there is no message available for me to view or respond to.

This same reply also appears under many other negative reviews, where customers are being told they have been contacted via Trustpilot messages when that is not how the platform works. This makes the response feel misleading and not aligned with the actual functionality of Trustpilot.

My original issue remains unresolved, and the experience has not improved through support interaction.

I am extremely disappointed with my experience with MyProtein’s ordering process and customer service.

After placing my order, I did not receive any order confirmation email. The only thing that appeared on my banking app was a transaction marked as “Card verification.” Based on that information, I reasonably believed that the payment card was simply being verified and that the order had not yet been successfully placed.

Because there was no clear confirmation from MyProtein that my order had gone through, I accidentally submitted the same order a second time.

As soon as I realized what had happened, I immediately contacted customer service. At that point, the transactions were still showing as card verifications. However, the first agent told me there was no record of any order. While I was still waiting in the chat, both orders were processed, and I was transferred to another representative.

I find it unacceptable that I was then informed it was too late to cancel the duplicate order, despite the fact that I had contacted customer service before the orders were processed. The delay in support and the lack of visibility regarding the order status directly contributed to this situation.

To be fair, the second representative, Honey, did make an effort to help. She submitted a request to the courier team to attempt to stop the shipment and arrange a return. I appreciate that she tried to resolve the issue, but she could not guarantee that the cancellation would be successful.

The issue is not with the individual agents but with MyProtein’s ordering and customer service processes. A customer should receive a clear confirmation immediately after placing an order, and there should be a reasonable window to cancel an obvious duplicate purchase, especially when customer service was contacted straight away.

This experience has been frustrating and stressful, and I hope MyProtein improves both its order confirmation system and its cancellation procedures to prevent this from happening to other customers.

Well what a shocking experience I have been using this company for 18 months. So would consider myself a valued customer apparently not.
Made an order online 10 minutes later realised I had ordered wrong flavour. Contacted customer services online message came through a few minutes later to let them know my complete details pinged that back straight away….waited …..waited…to then get a message they don’t deal with this ?? Apparently I had to cancel online through my account so went there could not cancel or amend order. So they are sending it anyway and have suggested I print a return label. So told them I did not have a printer. Response was is there anything else I can help you with today… when they hadn’t even helped with this issue. Explained I would not be using them again…they did not care… oh did acknowledge how frustrating it was dealing with them

Perfect amazing

Shocking customer services stay clear of these

First time ordering from MyProtein. Ordered late on the Saturday of a bank holiday weekend and it arrived on Tuesday! Great, fast service! Will definitely be ordering from them again.

Really recommend!

Easy to order on the website, arrived quickly, option to delivery to convenience store, I was kept informed on a daily basis. Good selection of products.

I had a subscription for years with them but ive just recieved my order and they have put my order up from 41.80 to £109 for the same items
I was given no notice that this was going to happen
Buyers please be aware when signing up to any subscriptions with this company !!

I dont know how to send info directly Ben ??

My order arrived completely damaged and unusable. The packaging was crushed and the contents inside were clearly not fit for use. This was not a minor issue — the parcel was in a genuinely unacceptable condition on delivery.

I contacted customer service immediately, provided clear photographic evidence, and requested a straightforward refund or replacement. Instead of resolving an obvious delivery damage issue, my case was escalated to an “investigations team” who dismissed it entirely.

Not only was my refund refused, but my account was then permanently disabled, meaning I’ve effectively been blocked from ordering again. No proper explanation was given, no breakdown of what evidence they relied on, and no meaningful attempt to resolve the situation.

It feels like the customer is simply not believed even when the evidence is provided, and the response was extremely heavy-handed for what should have been a basic support issue.

Very disappointing experience and not what I would expect from a large retailer handling damaged deliveries.

I am really disappointed. I don't understand why do you stop selling whey protein five kilograms?And then you encourage customers to pay more for 2 x 2.5kg . I find it a bit cheeky. However, when you got a repeat, customers, look after them. Don't let them go shop around. They might test a different product and they'll never come back. I started shopping at myprotein 2 years ago. I was happy shopping there, but now you give me the chance to go shop around.
( this not very good business) the person who created this should be fired or step a side.

The product itself is great and it was ready really quickly so nothing bad to say.

Son unos estafadores,un mes llevo esperando que me hagan un reembolso de un producto que no pedí y que no he recibido. No compréis aquí nada!

Everything was in great condition

Had an issue with a delivery, spoke with Imogen, and was sorted immediately.

Some of the worst customer service I’ve ever experienced. I had ordered countless times in the past but recently got an order where the package was damaged. 3 times they made me fill out forms and upload photos, and still sent me the same generic reply. After this I spent over 30 mins explaining to what I can only guess was a bot on the site for it to crash, called the number several times no answer and when finally got through is was disconnected after 15 mins. Won’t be buying their products again. Atrocious customer service.

Edit: Just an update on this, I responded to Stephen below and uploaded photos for a 5th time. Still heard nothing back over a week later. They respond just for show to remove poor reviews. Awful service and poor product.

Very good service , great website , fast delivery and excellent customer care 👍

Brutal customer service. Waiting over 2 months. Finally managed to get a refund but such poor communication. Get your protein elsewhere!!

No problem receiving package, didnt fit, returned it and a month later i have not received my refund!!! I keep sending emails and keep receiving an email back asking to send proof of return, which i have done 3 times!!! By far, this is the WORST shop i have ever dealt with, when it comes to refunds!!
26/03/26 UPDATE!! Still waiting!!!
30/03/26 ITS BEEN A WEEK NOW, I LEFT MY NUMBER, EMAIL AND REF NUMBER IN THE LINK YOU SENT A WEEK AGO, STILL HAVEN'T BEEN CONTACTED!!!!!!!!!
09/05/26!!!!
Still haven't received my refund!!