PhD Nutrition
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Poor customer service
I had the unfortunate experience of finding (after chewing) a large piece of plastic embedded within a PHD Nutrition Smart Bar. I reached out to customer service on July 2nd and was asked to send the half eaten bar and plastic object back to their unit in Blackburn for ‘investigation’. I returned the bar in question and a further unopened bar I had purchased with the same batch number at my own expense as no postage label was offered. The package arrived with PHD on July 5th. Having not received any further communication, I requested an update on July 17th. I was told the investigation was ongoing but in the meantime I could have a box of bars or £15 of credit. Considering I had just found a contaminant in a PHD product, I opted to wait for the ongoing investigation to conclude and to be given a clear explanation of how the contamination happened before committing to consuming PHD products again. It’s currently September 4th and I have not been advised of the outcome. Following our initial communication on July 2nd, I was hopeful that a prompt investigation/recall of product would ensue considering an inedible large choking hazard was found in the middle of a bar which is sold in various supermarkets across the country. It seems like I was offered freebies without genuine intention of detecting the root cause of a potentially dangerous issue with production. Formerly a regular consumer of PHD Smart Bars, I am extremely disappointed. I wish no one to have customer experience like mine.