Returning an open container?

Alt+F4

Back in the gym after 6 months of being a *****
I know Dom doesn't work there anymore but I'm hoping he still lurks here...

I bought 2 2.5lb containers of the milk protein isolate, and it's horrible. I just can't stomach it. I wrote to them and asked if I could exchange the two tubs (one that's missing a few scoops, and one unopened) for two tubs of the chocolate milk isolate when it comes out, and I was told they can't take the open container because of health dept regulations. I'm not writing this to discuss company policy and such, but why do I feel like I remember Dom taking back opened containers for other reasons in the past?

Then again, I guess it is my fault for not being able to stand the taste, and they didn't do anything wrong per se...but it would be fantastic for them to take this stuff back (I even offered to pay the difference for what I used)

*edit - just noticed on the ad banner on this very forum:

"Satisfaction Guarantee"

Hrm...

PS again - check out the URL that their MILK PROTEIN ISOLATE link points to at the top of their main page:

file:///C:/Documents%20and%20Settings/Owner/My%20Documents/My%20Webs/myweb/mpi.html

Hooray for rookie webmasters and MS Frontpage!!! :p
 
Dom offered to take back an open container from me. Here, look in this thread down around message# 6 - 8.

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There were a couple of us who had a batch of protein that wasn't mixing well (clumping). He offered a refund or exchange. Obviously he knew the tubs were open since the problem was mixing. I didn't exchange, but the offer was much appreciated by me. That's the kind of service that keeps me coming back. My last order was for 25lbs. I didn't know Dom was gone. That's too bad. I hope they treat you right. Good luck.

dd
 
I guess the only difference between your situation in mine is that mine, the product itself is "fine", it's me that can't stand the taste at ALL. Yours was a defective product.

But for the record, with the exception of Dom, I'm not terribly impressed with anyone else there. This is my second conversation with this certain person there, and both times it was a sort of "oh well, **** happens, here's a free sample packet" tone. Dom seemed to go WAY out of his way to please us.

And to go back to the banner above, nowhere on their website does it say satisfaction guaranteed. I wonder if it ever did.
 
Hi

Hi,

Thanks for your support throughout.

Keep in touch.

Take Care

Alt+F4 said:
I guess the only difference between your situation in mine is that mine, the product itself is "fine", it's me that can't stand the taste at ALL. Yours was a defective product.

But for the record, with the exception of Dom, I'm not terribly impressed with anyone else there. This is my second conversation with this certain person there, and both times it was a sort of "oh well, **** happens, here's a free sample packet" tone. Dom seemed to go WAY out of his way to please us.

And to go back to the banner above, nowhere on their website does it say satisfaction guaranteed. I wonder if it ever did.
Click to expand...
 
Alt,

Go here:

Invalid Link Removed

And click in the upper right hand corner of the screen where it says "No Risk.........." When I did it, a window popped up that said, among other things,
"Satisfaction Guaranteed!

If this product does not meet your expectations, just return for a full refund."

That sounds pretty straight forward to me. Good luck!!!

dd
 
Hey guys I had the same problem. I purchased two containers of MPI. I used one though. I finally figured out how to make it palletable. I use 8 oz of hood carb countdown chocolate milk, 3 tablespoons of organic olive oil, 2 scoops of MPI. Then I add another 8oz of water. Then Mix, scape down the sides, add more water if its too thick, which it usually is and mix again, check thickness, add water, mix again. Its still gritty, but it tastes ok, it adds a lot of calories though, and gets expensive with the additions. Anyway, I used one container like that. The other one I am sending back. I talked to "bill" and he said there is no plans for a flavored MPI right now. I am exchanging one of MPI for some of the new Mint chocolate when it comes out, if its not out already. Its been two weeks since my calls to all the whey and I just got my shipping label today, and fedex doesn't pickup till tommorow. So all in all this whole process is taking a lot longer than it should. I am happy with the customer service, its just Really, really,really,really, S L O W!.
 
Thanks guys. T-Bone, I am also dealing with Bill right now, and he's actually the only other person I've ever talked to there. This was a part of his reply to me just yesterday:

"Due to the casein, an entirely new flavor system is required different from
the whey protein. This is why we do not have flavored MPI yet, though I
assure you, we are working diligently on it."

So it does look like they're working on it...not to mention their website said they'd have it by the end of February...no idea why he told you it wasn't happening.

But here was my reply:

Bill,

I don't wish to be a pain here, but in the Lowest Price Guarantee popup box on your website does it not say
Satisfaction Guaranteed!
If this product does not meet your expectations, just return for a full refund.
?

Just curious why that doesn't apply here, opened or not. I recall Dom accepting open exchanges from other users in the past. Not trying to be a pest, but it is on your website. If I can only return one, please send me a return label so I can get that out to you right away. When do you expect the flavored MPI to be available?

Also, whomever is doing your website, there are several links on your main page that point to the webmaster's C:\ drive - obviously we can't see those files.

Thanks.

I'll let you all know how this turns out...as much as I hate to turn on a company that I loved until only recently, service has definitely slipped for more than just a few of us here and on other boards I'm on. This should be known for those who are going to order now.
 
Got a very fast reply from Bill, and his response kinda echoes what I said in my initial question:

---
Dear Joey,
I imagine the issue is that we assume that a person who orders Milk Protein Isolate is familiar with what they are buying.
This is the problem not that this is defective product.
If the product were defective we would exchange it but I do not believe this to be the case. All the Whey needs to do a better job describing this product on our website so that the customer is informed. We are currently redoing the site and this will be fixed.
I am sorry that I cannot offer you a refund here. What I can do is offer you some free samples with your next order for the trouble you have been through. Please mention my name with your order under "other comments".
Thank you Joey. Best, Bill
---

Again with the fricken samples, lol. I already have some, all I really like is chocolate. But I suppose he's right...misleading website aside. But if satisfaction is guaranteed, and I'm not satisfied, why do I have to eat (and no, not literally, I'm throwing this **** away) the product? I can't help but have a bad taste in my mouth after my last few dealings with ATW...(honestly, I didn't mean the pun, hehe)
 
Alt+F4 said:
Got a very fast reply from Bill, and his response kinda echoes what I said in my initial question:

---
Dear Joey,
I imagine the issue is that we assume that a person who orders Milk Protein Isolate is familiar with what they are buying.
This is the problem not that this is defective product.
If the product were defective we would exchange it but I do not believe this to be the case. All the Whey needs to do a better job describing this product on our website so that the customer is informed. We are currently redoing the site and this will be fixed.
I am sorry that I cannot offer you a refund here. What I can do is offer you some free samples with your next order for the trouble you have been through. Please mention my name with your order under "other comments".
Thank you Joey. Best, Bill
---

Again with the fricken samples, lol. I already have some, all I really like is chocolate. But I suppose he's right...misleading website aside. But if satisfaction is guaranteed, and I'm not satisfied, why do I have to eat (and no, not literally, I'm throwing this **** away) the product? I can't help but have a bad taste in my mouth after my last few dealings with ATW...(honestly, I didn't mean the pun, hehe)
Click to expand...

Try what I said to mix it with if you have to use it. It is pretty expensive because cream and olive oil, plus the hood carb countdown chocolate milk is around $2.50 for 8 servings. If you don't mind the extra calories and extra cost though it will ok tasting, just don't make it too thick. Sorry I forgot, but do you have one thats up-opened that you can send back?. Just do that and use the one you have with the recipe I suggested, if you don't mind the extra calories it is pallatable...
 
Well this sucks, i have been telling everyone i know how good atw is, and how great their customer service is. The primary reason i go there is that i have had such great experiences with any issue or question i have had, well that and it taste good at a great price. The first 5lb. tub i recieved had a loose protected seal on the inside and they offered to to take it back but i declined due to the fact that the outside seal was fine. I hope there customer service dont start slipping.
 
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