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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To think they should refund me?

60 replies

SydneyFrexkle · 19/01/2019 16:45

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?

OP posts:
SoupDragon · 19/01/2019 17:16

The ingredients list isn't quite the same either - water and coconut water have switched in order meaning plain water is the to ingredient now.

Heyha · 19/01/2019 17:17

I agree in this instance Twitter or Facebook will probably see them falling over themselves to refund. I've a feeling the distance selling rules are a bit funny when it comes to food items but the cost to them of reputational damage on social media will be far greater than that of quietly refunding you.

Chewbecca · 19/01/2019 17:17

I’d definitely make a fuss, you should be entitled to a refund & the website needs updating. I’d ask to speak to a manager.

Bombardier25966 · 19/01/2019 17:18

Cocopro do two different products, the standard one and a high protein one. They've advertised the latter but sent you the former.

Holland and Barrett are normally really good for CS. Go into a store or contact them again but explain the above.

Theweasleytwins · 19/01/2019 17:18

I'd recommend www.postedprotein.com a really lovely small company

BoomBoomsCousin · 19/01/2019 17:19

Yes. You should be entitled to return them at their expense (and get an apology, too).

Agree with others that social media is probably your best bet at this stage - photo of webpage and carton details side by side. Also, archive a version of their web page (does the wayback machine still do this?).

Theweasleytwins · 19/01/2019 17:20

Whoops it's www.postenprotein.co.uk

They do Grenade protein shakes which taste like friji milkshakesGrin

Quartz2208 · 19/01/2019 17:21

the nutritional information does not match at all they have clearly made a mistake as the cocopro website shopws the correct information

AlisonW1982 · 19/01/2019 17:24

Op, tell Holland & Barrat that they've got 3 working days to refund (offer to return at their cost).

If not you'll post about the blatant missell on social media and kick off a debit card chargeback (www.moneysavingexpert.com/shopping/visa-mastercard-chargeback/ under "goods not as described", your bank will simply go after the merchants own bank for the refund).
(You have 120 days to do the latter)

Then, if no refund in 3 days, do both.

Stop faffing around with the supplier here, use bad PR & your own bank to fix it.

fascicle · 19/01/2019 17:26

OP, their returns policy (which might be helpful to you but is still out of kilter with the Consumer Contracts Regulations which says you can cancel anytime after ordering up to 14 days after receipt):

We're sure you'll love your purchase, but if you're not happy for any reason, simply return the item(s) within 30 days of ordering and we'll exchange or refund it.

Once we have received your returned item(s) we will issue a refund to the payment method used to pay for the order. Please allow 7-10 days for the refund to show in your account.

www.hollandandbarrett.com/info/delivery-and-returns#returns

You might also have additional rights as the product is not as described.

SoupDragon · 19/01/2019 17:30

Make sure you have a screenshot of the web page.

Original poster
SydneyFrexkle · 19/01/2019 17:32

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

No I’m not. The carton is 330ml.

OP posts:
Bringbackthestripes · 19/01/2019 17:32

Cocopro do two different products, the standard one and a high protein one. They've advertised the latter but sent you the former.

Did you order it online or did you go into store and buy it?

Boysandbuses · 19/01/2019 17:35

So have they sent you the wrong one?

Or are they saying you ordered the wrong one?

You aren't being very forthcoming.

GalacticChickenShit · 19/01/2019 17:36

Did you ask for a refund, or are you just guessing they'll not want to?

Original poster
SydneyFrexkle · 19/01/2019 17:37

I ordered it online (picked up in store but obviously it was packaged up in a box)

The exact product in the photo is what I got. Just the nutritional value is wrong.

OP posts:
Original poster
SydneyFrexkle · 19/01/2019 17:38

So have they sent you the wrong one?

Or are they saying you ordered the wrong one?

Why would I start a thread about me ordering a wrong product? Confused

I ordered the product in the link I posted. They have listed the nutritional value wrong.

What aren’t you understanding?

OP posts:
Jamiefraserskilt · 19/01/2019 17:45

Basic consumer rights: not as described.
Contact HO and complain

JaniceBattersby · 19/01/2019 17:50

Why don’t you just send them back as per the returns policy with the delivery note inside? Your statutory rights under the distance selling regulations allow you to do this, whether the product is as described or not.

GalacticChickenShit · 19/01/2019 17:50

Did you ask for a refund, or are you just guessing they'll not want to?

PippilottaLongstocking · 19/01/2019 17:57

Leave a 1* review on the product page clearly stating the problem so other people hopefully won’t have the same issue.

Tweet about it, and use whatever other social media platforms you use until they pay attention. They need to refund you AND change the details in the website

Cantaana · 19/01/2019 17:59

Well okay then, are they saying their info is incorrect but you still can't return it?

They surely would have given a reason why you can't return, so PP was probably wondering if they had suggested they sent the wrong one (the normal not high protein version), or are they saying you think you ordered the high protein but actually ordered the low.

I think the not being very forthcoming comment was because we don't have a lot of info to help you. Did you request a refund in person or online, have they given a reason why they won't refund you etc

Houseonahill · 19/01/2019 18:14

Is it one of them rules you can't return it in case you've tampered with it? You should still be able to get a refund though I think. I would ring customer services and ask the exact reason why they have said no refund.

Boysandbuses · 19/01/2019 18:16

What aren’t you understanding? because the nutrients on your poster are more like the product they do or did without added protein. So I was clarifying the front of the packaging definitely said protein.

Bombardier25966 · 19/01/2019 18:18

The exact product in the photo is what I got.

You got the product in the photo, but that's not the product described.

I do wonder if you're being as vague with H&B as you are on here, or if you've even spoken to them.