“This is my first time ordering from BBP. My order was placed in the 12th Jan 2023 and despatched from BBP on the 13th Jan 2023, I received my goods on the 7th Feb 2023. A lengthy time in transit given it’s only an Interstate destination.
I contacted BBP on two seperate occasions to get an escalation for my goods in transit and both times was told they’d follow up and respond to me. No response received on either occasion from the BBP team.
This review is for my poor customer experience rather than the quality of the products as I’m yet to try. Given this poor experience - I will be reluctant to purchase from BBP ever again.”
Hello Jim, we're sorry to hear about your recent experience. A parcel escalation was sent to Aramex to follow up on your order. The same information was shared with you by our customer service team. Delays can be brought about by different factors one of which is a huge backlog at the receiving depot. Nevertheless, we're sorry that your experience was unsatisfactory. We value your business and wish you much success.
Hey Jess, thanks for the review. Your feedback about the website is noted and has been reported to our web team. We aim to make sure our website is as customer-friendly as possible. We look forward to serving you next time.
“The fact that I received this review option before my protien is atrocious. Took 2 weeks for my protein to actually be shipped out after receiving a email saying ot was shipped. Still have not received the protein yet…… if i were to be a reaccuring customer i would have to buy new protein powder just before the existing purchase is delivered, to not miss out on my protein intake.
Probably would never buy from here again.”
Hey Khoder, We’re sorry to hear this. We dispatched your order on 28/11/22. Unfortunately, due to incoming high volume and shortage of staff from the courier, sometimes parcels can be delayed. Please be assured it’s our responsibility to get you your parcel, and we will keep onto it with the couriers until it arrives. As of the latest upate, your parcel is currently in transit. Tracking details were sent to you via email.
Hey Calvin, we're sorry to hear this and the inconvenience this has brought you. This may be a picking issue that resulted in the missing product. However, we have sent you an email with the replacement order and tracking details. Please keep us updated on the progress.
“You hide the ingredients panel on your website, because you don’t want them to see that you use a low quality milk protein and therefore can’t make an informed decision.”
Hey Michael, we're sorry to hear this. While the great majority of our consumers enjoy our products, we cannot please everyone. However, if you are dissatisfied for any reason. We will gladly refund your money. I've sent you an email with instructions on how to proceed. We appreciate your input and wish the gainz be with you!
“Never got to try the supplements , waited three and a half weeks for an order that never arrived. It ended up being retuned by Aramex.
A refund was issued, nothing else done to make up for wasted time and money. Do not recommend if you live in WA.”
Hello, thank you for bringing this to our attention and we apologise for the delay in fulfilling your order. We have shipped your parcel the same day it was ordered, 13/10/2022. Delays can be brought by different factors one of which is a huge backlog at the receiving depot. As the parcel is now being returned to us, the refund we have processed has been deemed sufficient to resolve this matter. We apologise that we were not able to meet your expected resolution.
Hello Trista, we apologise for the incorrect product’s inconvenience. I have coordinated with our production and dispatch team for a review. We can conduct a replacement in accordance with our return/replacement policy. An email was sent to you directly to help resolve this matter. We look forward to hearing from you.
“Recently bought the peanut butter vanilla flavour, and I must say it's possibly one of worst tasting proteins I've had in years. Tastes nothing like either of those flavours, never mind the 2 joined together”
Hello Sam, we're sorry to hear about your experience and would like to look into it more. We would need to collect the product as part of our return process and investigation. An email has been sent with instructions to further assist you with this. We appreciate your input and wish the gainz be with you!
“I had a difficult experience with this company, first I received the wrong order , second I couldn’t get in touch with anyone by phone to discuss the issue, when I eventually made contact with a representative, our communication was difficult due to the txt messages not working properly.
I ended up having to send back the “wrong product “ before I received my own order , at my expense. Which has not been reimbursed. When I eventually received my order, there was not even an apology inside. A very disappointing experience”
Hello Kathryn, we apologise for the experience you've had. A refund was processed and details were sent to you on 11/08/2022. Processing takes 7-10 business days. Please be assured that your feedback about the picking error has been discussed and we are working towards preventing such errors. We value your business and look forward to serving you in the future.
“Years ago when I first bought it, it was great. But this most recent purchase I found it has gone down hill quite a bit. No matter what I mix it with, water, milk, in a smoothie etc it has a really strong chemical taste. The protella pancakes are also the same and really bad.”
Hey Andrew, We're sorry to hear about your experience and would like to look into it more. We would need to collect the product as part of our return process and investigation. An email has been sent with instructions to further assist you with this. We appreciate your input and wish the gainz be with you!
“I had one bag of protein out of three which was flavour less it was supposed to be coffee. The company is supposedly Australian but customer service is in the Phillipines, Have sent and received emails about this item but they never got the bag collected and now not returning emails. As explained in an email I have never had this much trouble on ordering protein before anywhere. Not sure if they are going to fulfil there obligation or I report them to trading standards.”
Hello Neil, we're sorry to hear this and the inconvenience this has brought you. We have made multiple escalations to the courier to re-arrange the collection. Currently, they have updated us that the parcel was collected. The same information has also been shared with you via email. As soon as we receive it, we will get back to you. We value your business and would like to resolve this for you.
“Nothhing but issues. Firstly, did my order (good pricing) included a bulk pack and 1night protein. When i ordered it said they had two Night Proteins in stock. Ordered and paid. Next day got an email saying they had no stock (even tho they said they had 2 of that flavour), so chose another flavour. Was shipped Aug 31...and heard nothing since. Been almost two weeks and heard nothing, order tracking is stuck on over east location. Emailed at least two days ago and got no response, yet got two emails for reviews?!?!?! disappointed, was recommended to Blackbelt by a mate but even he is shocked at the length of time and whats been happening (he also lives in WA and ordered his a day after me and already has his stuff). Very disappointed and wont be ordering again.”
Hello, we're sorry to hear about your recent experience and the trouble it has caused you. We responded to your email noting that we had raised a parcel enquiry with Aramex to determine the delay and expected delivery date of your order. As of the moment, we are waiting for them to provide a status update. We will email you as soon as we hear back from them
“Tried ordering 3 items from the website, was told there was a problem with the transaction so tried again.
The second time the order went through, afterward I check my email & find that both orders actually went through.
Sent a message to black belt explaining & asking to cancel one of the orders but didn’t get a response & was changed & they were shipped.
After receiving double the amount of product that i actually wanted in 2 separate boxes I would say they taste pretty average which is the reason I only wanted 1 order as a test run.
Won’t be buying again.. Not happy.”
Hello Joseph, we have received your feedback on the issue you encountered, and we apologise for the inconvenience. We will gladly assist you with the refund or replacement process. If you can return the product with at least 80% of the contents intact, we can issue a replacement or refund. Please let us know when the parcel can be picked up by the courier. If you do not want to go through the hassle of returning the merchandise, we can issue a 15% off coupon code for what has occurred. Additionally, we might have missed you email about this issue. Please make sure all correspondence is sent to support@blackbeltprotien.com.au
Hello Regan, thank you for bringing this to our attention and we apologise for the delay in fulfilling your order. We have shipped your parcel today, 08/03/2022. Delay can be brought by different factors one of which is a huge backlog at the receiving depot. We have made follow-up with the courier to chase up the delivery and make sure this gets to you. As of today, tracking information has been updated and confirms that it has been picked. Tracking details were also shared with you via email.
“Bought during so called sale where discount code didn’t work. Left an enquiry with the team and also a note with order that it didn’t work. Team made no effort to contact. Not happy. Protein taste is ok but not the best. Will probably use other brands. Protein pancake is convenient but again put off from ordering from Blackbelt”
Hello Trevor, we are happy to assist you in applying the stated 20% discount you were supposed to receive from the order. We experienced a technical issue during this promotion, which has now been resolved.We appreciate your business and would like to help you resolve this issue.
“The site is so confusing and difficult to navigate, especially given that I ordered 3kg of vanilla whey protein isolate but the picture was still of a Protella. Just FYI. I hope I just get my 3kg of vanilla whey protein isolate.”
Hey Jess, thanks for the review. Your feedback about the website is noted and has been reported to our web team. We aim to make sure our website is as customer-friendly as possible. We look forward to serving you next time.
