I ordered a large selection of meal‑replacement products from Shake That Weight and unfortunately found that many of them had extremely artificial or chemical flavours, unusual textures, and did not resemble the descriptions on the website. After trying more items, the total value of unusable products came to £152.76.
Before contacting the company in writing, I first sought advice from Citizens Advice, who then passed my case to Trading Standards. Trading Standards subsequently forwarded it to Trading Standards Staffordshire, where the company is based. Only after this did I write two formal letters to Shake That Weight — first explaining the issues and requesting a refund, and then sending a Letter Before Action. Both letters were responded to directly by the company’s Director. This entire process took place from the end of January through to mid‑March.
Despite providing detailed examples and explaining that the issues related to quality and misdescription rather than personal taste, I was repeatedly told the products met their internal standards. I was issued an unsolicited goodwill refund of £14.59, which I did not accept as a resolution.
I also asked about their ADR options, as advised. The company confirmed they are not registered with any certified ADR provider and are not willing to participate in any ADR process. Their final response stated they would not offer any further refund.
I have chosen to draw a line under the situation and donate the remaining products to a local food bank so they can still be used by someone who may benefit from them.
Overall, this has been a disappointing experience in terms of both product quality and the handling of my complaint. I deeply regret spending almost £200 with this company and putting my trust in their products.
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