“Timeline
1. Intended purchase
I selected:
1 × Juicy Clear Protein
1 × OxyShred Gummies
4 × Hydreau
Total approximately £166.31.
I have screenshots showing this was the basket. (Your screenshots.)
2. App malfunction
After checkout:
the app showed the order had failed
the products remained in my basket
the account page did not immediately show the completed order
This led me to believe the order had not been processed.
3. Duplicate orders created
Instead of one order, three identical orders were generated.
The retailer's own records confirm three orders:
EHPUK369826
EHPUK369827
EHPUK369828
4. Immediate contact
Within minutes I contacted customer support explaining:
I only intended one purchase.
The app appeared to fail.
I requested cancellation immediately.
The retailer refused.
5. Goods received
The duplicate goods arrived.
One order was incomplete:
missing Hydreau
missing Gummies
The retailer offered to replace/refund the missing items but continued refusing to accept return of the unwanted duplicate orders.
6. Continued refusal
Despite being provided with:
screenshots
timeline
evidence of immediate contact
the retailer maintained they would not accept a return because:
"We cannot reproduce the issue."
They also stated they do not accept returns for these circumstances.
Evidence Included
✔ Screenshot showing original basket
✔ Screenshot showing basket remained populated after checkout
✔ Screenshot showing account not immediately showing completed order
✔ Chat logs showing immediate contact
✔ Chat logs requesting cancellation
✔ Chat logs refusing cancellation
✔ Chat logs refusing return
✔ Photo of products received
✔ Evidence of missing items
Online Information
During research I found:
EHPlabs' published policy says cancellation cannot always be guaranteed, implying some cancellations are possible before dispatch. �
EHPlabs UK
Their published returns policy says they generally do not accept "change of mind" returns, but they do deal with damaged or incorrect orders. My complaint is not that I changed my mind—it is that multiple unintended orders were created following what I believe was an app malfunction. �
EHPlabs UK +1
Public reviews show similar complaints about customers being refused cancellations shortly after ordering and disputes over consumer rights. �
Trustpilot”
“Unfortunately there was a glitch showing on my side drinks were in stock and they weren’t I reached out the same day to cancel the order but it couldn’t be canceled as it was being packaged 🙄🙄 But they shipped two days later.. the order could have been swapped or cancelled.. I do enjoy EHPLABS products but customer service and customer updates aren’t the best”
“Disappointed with the lack of customer service and the implementation of AI chat bots. Disappointed with the lack of restocks on product flavours . This used to be a high quality and I am very disappointed to see how it has ended up.”
Hi Evelyn, We’re sorry to hear about your experience with customer service and the restock concerns. We understand how frustrating this is. Please contact our support team so we can review your order and get yo sorted :)
“Delivery was not left on premise , customer should have the right to have their purchases left unattended, I don’t have a car and you expect me to walk and carry 3 boxes that are heavy and walk 2 blocks to my property. It’s absolutely ridiculous, please refund me my order and pick up your items from the post office. I will no longer be ordering from you . COLES supermarket offer the same products and can deliver straight to my granny flat at the back of the property u attended , it’s a shame that your loosing the sale.”
Hi Omar,
We’re sorry the delivery experience was not as expected. We understand carrying heavy boxes and not having them left unattended is frustrating. Please contact our support team so we can look into your order and options.
Hi Ellie,
Thanks for sharing your experience. Your order was delivered in 6 working days and the confirmation email was sent directly after purchase. Please check your junk mail in case messages are being filtered there. If you have any questions, don't hesitate to reach out.
Hi Salma,
Sorry to hear you haven’t received your package. A member of our support team has reached out to get this resolved. If you have any questions, don't hesitate to reach out.
“Apple accidentally auto filled my wrong address numbers and I tried to get my order canceled before they shipped it out and they wouldn’t even do that now the courier that they told me to contact in regards to that is not even responding the package got delivered to my neighbors house and they suggested that I knock on the door to get the package back. Obviously, the neighbor didn’t respond so now it’s extra drama I have to deal with and I never got my package. I spent over $100.”
Hi Precious,
Sorry to hear about the trouble with your order and the confusion with cancellation and the courier. I know how frustrating that is. We have flagged this with our team and they have reached out to you now to get it resolved :)
“There must have been a glitch when I ordered and I didn’t see it until I was able to logon during my lunch break. The rep on chat pretty much said we can’t refund you, you did it on purpose and no one will call or email me back after I asked to speak to a supervisor. I will make sure to let EVERYONE know how horrible the customer service is at the gym and post it for everyone to see and not order again. Absolutely disgusting!”
Hi Angie,
Sorry to hear of your inconvenience. A supervisor has been in touch with you. If you have any questions, don't hesitate to get back to us.
Team EHP
Hi Thaliyah, We’re really sorry you haven’t received your goods yet. Please share your order number or DM us so we can check with the courier and get this sorted as soon as possible.
“Sooooooo disappointed with EHPlabs. I’ve been a loyal customer to EHPlabs for many years but I don’t think I will be buying from their website ever ever ever again. Very poor customer service.”
“Absolutely terrible I ordered a protein bucket and it never even arrived and now I can’t even get in touch with anyone. I’ve payed and it’s still not arrived”
“Did not tell me it would take 10 business days to dispatch untill after I purchased! The courier is yet to receive the package but they blame to courier for the slow shipping . It’s hasn’t even been picked up by them . Worst online shopping Ive experience. Will not be back . Let me know when it leaves your warehouse . Hopefully I get it by Xmas . What a joke”
“Postage was very slow and I did contact customer support for update on order and never got a reply also chat bubble on website is gone so where is customer service is none ?”
