Found 23rd Dec 2016
I'm a bit annoyed at dealings I've had with 'The Protein Works' so this is half-vent / half- can they really do this?

There was a 60% off discount on here which was working for everything in the store. I made a purchase and received order confirmation on the 6th. On the 9th I received an email from Hermes saying my order was with them and I could track it. There were a bunch of updates with the last being my order was due to be delivered on the 9th. Since it was being delivered to my parents and I only got here yesterday, I assumed it would be here but it wasn't. When I checked the tracking the next status was "Delay, please allow 24 hours" on the 9th and the next and last status was on the 20th saying "On its way back to the retailer". I contacted The Protein Works today and initially a man said he would sort it out and investigate. About 20 mins ago I received an email from Paypal saying my money had been refunded followed immediately by a call from a customer service manager. He said the code shouldn't have worked the way it did and my order had been held by the system and never actually sent out. He said he had sent me an email personally on the 7th to explain (he didn't). He offered if I wanted to order again I could contact him personally for a better (than normal) deal.

Can the process really go this far and they get away with that? Refunded over 2 weeks after placing on order after receiving confirmation and tracking details from the courier? Very frustrating.

  1. Ask
  1. Ask

Frustrating, but you got your money back.

Best to check their terms and conditions. The majority form a contract on you receiving the goods. In other cases it's formed on receipt of payment being actually taken (not earmarked). Others on receipt of a dispatch email etc.

Original Poster

When ordering on The Protein Works™ website we will always take reasonable care of your personal details and security. We cannot however be held liable for any third party unauthorised access to your personal details and any other data you may have used on our website. When placing an order on our website, you have the right to cancel and return your order within 14 days, for any reason and without justification. If you wish to cancel a contract pursuant to this clause, then please read our Returns Policy on this page for full details on how to return your items and cancel your order.

When ordering on our website, an electronic contract is created. You place the order for the products you require by pressing the “Submit” button at the end of the checkout process.
You will be navigated through the website following a series of simple instructions. After you have confirmed an order you will receive an e-mail confirming all of the order details.
If you see an error on the order confirmation email then you must Contact Us immediately and speak to our Customer Service team.
Once your product has been shipped you will be notified via an e-mail from our despatch team.
Acceptance of your order and completion of our contract will be formed when we despatch your order to you. This could change if we do not accept the order from you. In this case you will be notified. You also have the right to cancel your order under the Distance Selling Regulations.
There are various reasons that your order may be unable to be processed. These are:

If the item is out of stock.
Inability to authorise the payment from the details you provided us with.
Product pricing or a descriptive error.
Not meeting the eligibility that complies with our terms and conditions.
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