Brother serious not professional - disastrous customer service
It’s now three weeks that I am awaiting my whey protein that was supposed to be sent ! Was suppose to lick it up at PostNL pick up point .
Due to the amazing professionalism of Q-muscle but since this pick up place is closed for many days it was not delivered and sent back . I have called many times the company and PostNL each giving different info .
They received my proteins back last Friday for the second time , we are Thursday and it has still not been sent out .
I asked for an instant money refund!
And of course no news !
This company is neither professional nor serious .
When I write in English they reply in Dutch as if it’s a world language ! That lousy they are .
For those 5€ saved , I rather buy my stuff in a regular shop rather from them .
I strongly encourage people to buy elsewhere! I am sure I am not the only one not their clients that paid and receives nothing but excuses ?
Reply from Q Muscle
Dear Mattia,
We’re sorry to hear that you feel this way. We understand how frustrating delivery issues can be, and we have done everything within our power to resolve this quickly and transparently.
For clarity: we received your parcel back from PostNL for the first time last Friday and shipped it back to you the same day. On Monday, PostNL again attempted delivery at your address. After this second failed attempt, we immediately contacted PostNL ourselves. According to their explanation, a sorting error led to your address being incorrectly interpreted, which caused the package to be returned twice. This issue was entirely outside our control.
When you informed us that you wanted a refund if the parcel didn’t arrive by Wednesday, we honestly let you know that we couldn’t guarantee delivery by then. We offered to either resend the package or issue a full refund, depending on your preference. Once you confirmed you wanted the refund, we processed it immediately. As mentioned, it may take 1–2 business days to appear in your account depending on your bank. Again, something we cannot influence.
Throughout this entire situation, we’ve stayed in contact with you, explained what was happening, and acted quickly. We regret that this experience did not meet your expectations, but we stand by the fact that we’ve done everything we could, professionally and with care.
At Q-Muscle, we always strive to help our customers as best we can. Unfortunately, there are rare cases where external issues cause delays. In such cases, we take responsibility for follow-up and aim to resolve things fairly and quickly, just as we’ve done here.
Kind regards,
Q-Muscle Customer Service
