Protein Works: most-reported complaints
Automated analysis of 1,796 public Trustpilot reviews published 2025-05-27 to 2026-09-23. TrustScore 4.7 from 53,063 total reviews — see the Trustpilot page. Quick answer: is Protein Works legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues with faulty products, citing 186 instances which account for 31% of the 596 identified complaints. Delivery failures were the second most common concern, with 110 reports representing 18% of complaints. Additionally, 100 reviewers (17%) stated items were not as described, while 69 reports (12%) indicated that customer support was unreachable.
How to reach Protein Works
These are the contact details Protein Works publishes on its Trustpilot profile, as of our last check on 2026-09-23 — phone +44 1928 571 677, address Protein Works, PW Campus, 33 Speke Boulevard, Speke, L24 9HZ, GB.
The company claimed its Trustpilot profile on 2014-05-09, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-22. Trustpilot ranks it 61 of 235 in Fitness and Nutrition Service. We last checked this profile on 2026-09-23 and found 70 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 22 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “E: 20/09 Win A Huge Hamper Of Protein Snacks From The Protein Works (TW/FB)”, “Vouchercloud - Protein Works”, “E: 01/08 Win a bundle of Protein Works products”.
Elsewhere: 4.8★ on Google (4,536 reviews)
TrustScore over time
4.7 → 4.7 across 13 census measurements since 2026-08-11. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-11 (100%, 1.0d) · 2026-08-14 (98%, 1.0d) · 2026-08-20 (99%, 1.0d) · 2026-08-24 (99%, 1.0d) · 2026-08-27 (99%, 1.0d) · 2026-09-01 (99%, 1.0d) · 2026-09-04 (100%, 1.0d) · 2026-09-07 (98%, 1.0d) · 2026-09-11 (99%, 1.0d) · 2026-09-14 (98%, 1.0d) · 2026-09-17 (100%, 1.0d) · 2026-09-20 (99%, 1.0d) · 2026-09-23 (100%, 1.0d).
Severity: 7% of this company’s 596 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In March 2026, 48% of 80 one-to-three-star reviews were 1★; in September 2026, 58% of 52.
Counted from March 2026 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 11.0 days between the experience and publishing their negative review (702 reviews record both dates).
Measured reply time: across 692 negative reviews that received a public reply, the median wait was 1.5 days — the company profile reports an average of 1 days.
Reply quality: of 692 company replies to negative reviews analysed, 75% engaged with the specific problem and 23% were generic templates.
What employees say
Employees rate Protein Works 3.8★ overall from 87 reviews on Glassdoor — the inside view, kept separate from customer complaint statistics. Read the reviews there.
Review provenance: 1137 company-invited reviews in the recent window average 4.60★, while 96 organic (uninvited) reviews average 4.16★.
10% of its 1004 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: faulty product makes up 31% of this company’s complaints vs a 25% median across 142 ranked companies in its sector.
Review velocity: 9,706 of this company’s 53,063 Trustpilot reviews (18%) were written in the last 12 months.
What are the most common complaints about Protein Works?
Faulty product
186 reports · 31% of complaintsrising since 2026-05“strong chemical taste”
The company replied on 2026-07-13: “Hi Darren, we're so very sorry to hear about your experience and apologise that our initial response didn't reflect the concern you understandably felt after reporting both the change in taste and…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
3 readers marked this review helpful on Trustpilot.
“It not only taste but it gave me diarrhoea.”
The company replied on 2026-06-12: “Hello Shivalingappa, We're very sorry to hear about your experience and apologise that the product did not meet the high standards we aim to provide. We have reached out to you privately to gather…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
2 readers marked this review helpful on Trustpilot.
“Recieved mine yesterday really not happy with them horrible taste and way to thick”
The company replied on 2026-07-13: “Hi Ashley, We're sorry to hear that the Diet Meal 360- GOLD wasn't what you were expecting. We've been in touch with you directly to gather some more information so we can better understand the issue…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
Delivery failed
110 reports · 18% of complaintsrising since 2026-05“Amazon send a message to say the parcel is lost and I need to contact Protein works .....I have. ..no contact”
The company replied on 2026-02-24: “We’re really sorry to hear about this experience. While delivery issues with Amazon can unfortunately be outside of our direct control, we always want to help get things resolved as quickly as…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“Non delivery of goods ordered and paid for, plus no answer to emails or phone calls.”
The company replied on 2026-02-20: “We’re delighted to see that your concern has now been resolved. Thank you so much for taking the time to share your experience with us, it really helps us continue improving our service. If there’s…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“I didn't receive my free shaker which resulted in me going out and to buy one”
The company replied on 2026-06-12: “Hi Stephanie, We're sorry to hear that your free shaker was missing from your order. We've reached out to you privately and would be more than happy to arrange a replacement, as this is certainly not…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
1 reader marked this review helpful on Trustpilot.
Not as described
100 reports · 17% of complaintssteady“Sadly did not like the products at all - gone in the bin.”
The company replied on 2026-07-28: “Hi Julie, Thank you for taking the time to share your feedback. We're sorry to hear that the products didn't meet your expectations, although we're pleased your order arrived quickly. I've sent you…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“the company has changed the packaging from cylinders to plastic bags, added folic acid as an ingredient and the taste isn’t as good as it used to be.”
The company replied on 2026-07-10: “Hi Gaynor, we're so sorry to hear that you've been disappointed with your recent experience, especially after being a loyal customer for the past three years. We really appreciate you taking the time…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“Smooth banana is terrible. Tastes like medicine, very foamy even with 2 scoops in 300ml of water.”
The company replied on 2026-06-22: “Hi Reece, Thank you for reaching out and sharing your experience with the Smooth Banana Diet Isolate protein powder. I’m sorry to hear that the taste and texture have been disappointing for you,…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Support unreachable
69 reports · 12% of complaintssteady“it’s been over 2 weeks and my parcel still hasn’t arrived”
The company replied on 2026-09-17: “Hi Patrick, We’re genuinely sorry that you’ve been left waiting for your order for so long, particularly after receiving review emails while your parcel was still undelivered. We completely…”
1 reader marked this review helpful on Trustpilot.
“they give no response back just the automated bot.”
The company replied on 2026-06-08: “Hello, We’re delighted to see that your concern has now been resolved. If there’s anything else you need or any way we can make your experience even better, please don’t hesitate to reach out…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Amazon send a message to say the parcel is lost and I need to contact Protein works .....I have. ..no contact”
The company replied on 2026-02-24: “We’re really sorry to hear about this experience. While delivery issues with Amazon can unfortunately be outside of our direct control, we always want to help get things resolved as quickly as…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Other
64 reports · 11% of complaintssteady“Been having a upset bowel problem after taking the chocalate one Think ive got IBS now”
The company replied on 2026-06-05: “Hello, We're very sorry to hear about your experience. Customer safety and satisfaction are extremely important to us, and reports like this are taken very seriously. We've reached out to you…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“I just feel that I’ve wasted £125.94 can’t work out how the money back guarantee works!!”
The company replied on 2026-05-20: “Hi Fiona, Thank you for taking the time to share your feedback. We’re really sorry to hear you’ve been disappointed with your experience and understand how frustrating it must feel not seeing the…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“I also received a code to receive free delivery which did not work.”
The company replied on 2025-07-07: “We appreciate you sharing your experience. We're sorry the product and delivery code did not meet your expectations and caused bloating. I have now reached out to you via email to inevsiagte this…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Delivery late
63 reports · 11% of complaintsfalling“it’s been over 2 weeks and my parcel still hasn’t arrived”
The company replied on 2026-09-17: “Hi Patrick, We’re genuinely sorry that you’ve been left waiting for your order for so long, particularly after receiving review emails while your parcel was still undelivered. We completely…”
1 reader marked this review helpful on Trustpilot.
“I haven't heard from PW ever since despite chasing them 3 times and already waiting 11 days for my order!”
The company replied on 2026-06-12: “Hi Oliwia, We're so sorry to hear about your experience, as this is certainly not the standard of service we strive to provide. We understand how frustrating the lack of updates must have been. While…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“Always late - even when PAYING for express delivery.”
The company replied on 2026-05-05: “Thank you for your feedback, Lee, and I’m really sorry to hear about your recent delivery experience. I completely understand your frustration, especially as you selected an express delivery service.…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
Compare Protein Works with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-23.