To think they should refund me?

[SydneyFrexkle]

Bought some protein drinks because they had 20g protein in them. Very clearly stated on the website. Expensive too.

Afterward I received them I found out they only had 10g and they won’t let me return them.

Surely I should be allowed to under false advertising?

Trading standards?

Why won't they let you return them?

Link to the web page would be useful to see exactly what it says.

@LIZS Trading Standards don't deal with individual complaints, they haven't for years. CAB operate a consumer advice line but they'll only advise, they don't take on complaints.

What brand?

What brand and can you link the advert.

What reason have they given for not returning them?

If you mail-ordered them, Consumer Contracts Regulations (2013) mandates 14 day cooling off period from the day after they are delivered. They cannot refuse a return. You are probably liable for delivery costs back to them though, unless they'd said they would pay.

How did you pay for them and what amount? You might have some protection that way.

I used my debit card but I thought they were reputable.

It was Holland and Barrett that ripped me off.

But again, what reason did they give?

And do you have the advert

Here’s the product

www.hollandandbarrett.com/shop/product/cocopro-high-protein-coconut-water-with-pineapple-60021204?skuid=021204

In the description it clearly says 20g

Clearly the web info differs to the carton. If you ordered online do Distance Selling Rules apply?

Hmm the nutritional content on their nutrients like is also different to the carton.

Did they give a reason for not letting your return them?

The ad refers to a 330 ml product
The photo you posted shows the nutritional values of 100 ml serving

DSR is long dead, Consumer Contracts Regulations are the replacement. www.which.co.uk/consumer-rights/regulation/consumer-contracts-regulations#cancelling-goods-and-services

Lola the carton shows 330ml as well. They're clearly very different lists, website vs carton.

The nutritional info shown is different too.

Post both on their twitter, should resolve it quickly.

@LovingLola the photo of the packaging had nutritional information per 100g and per serving (330g). The 330g says 10.3g of protein.

The ad refers to a 330 ml product
The photo you posted shows the nutritional values of 100 ml serving

Look again. It shows both 100ml and 330ml. It's clearly 10g per 330ml so their site is incorrect.

They also have the wrong nutrition details, it's all different calories/carb/sugar etc.

Tweet saying you feel ripped off by false details. Include a side-by-side photo of the webpage and the carton.

The actual number of g of protein is also different. I would escalate via twitter or facebook. Perhaps not complaint just yet but ask them to advise how the issue should be dealt with.

Have you spoken to a person or just emailed? It may be w communication issue insofar as they don't accept returns on food in general.

How odd that they wouldn't allow you to return them. What did they say?

Yes you should be entitled to a refund as the information on their website is different to the product info. Even the nutrition info for protein is wrong on their page. Take a screen shot from H&B page as proof and contact them with the photo the actual label. I would imagine they’d refund without issue.