Cookies and Cream has been my go to staple for a while now. My latest order is a complete surprise because it’s turned up near flavourless and with a completely different texture. The lack of flavour means the sweetener is just sweetening powdery musk and it’s just odd with a bitter aftertaste. What’s changed?
I have contacted customer services but the AI bot is stuck in a loop and seems to want me to wait for an investigation into the bad batch. This is a frustrating experience so far.
Hoping someone can advise on any product changes or offer some help.
Hey Dean!
Ah, not ideal at all, sorry about that.
In cases like this, our Customer Experience team may ask for the pouch to be returned so they can investigate the quality issue properly and check whether it’s affecting other batches as well.
If you let me know the email address linked to your account, and the batch details I can ask some questions internally on what’s going on and get this looked into for you.
Thank you! 
Thanks Mark.
More than happy to help beyond the batch details and information already supplied if useful.
I was in touch with Stefanie but the bot has closed the conversation stating no response. If I don’t hear back by close Monday I will DM you as otherwise I’m out of options to get this resolved.