Hi @stevenamm32 so glad you enjoy Huel and are clearly a big fan and sorry that you’ve had a bad experience. I’m also sorry that you felt the need for the agressive way in your post.
Not all pouches get returned. My colleagues have indeed tested some of the actual returned pouches. However, like I said many times, we tested these and from the same batch and we didn’t find an issue. I’m sorry we couldn’t but I can guarentee that it’s more frustrating for us than you that we couldn’t. With other quality issues, we’ve found the reason and this makes solving easier. We couldn’t here. There’s nothing we - nor anyone - can do about this fact! But we looked at every angle anyway and we looked at what could have been the reasons because there clearly was a problem!
I know this isn’t what you want to here, but the alternative is I lie which I’m not prepared to do.
Our quality manager has, like I said on Wednesday, looked at all issue of production off the back of this, and changed some processes.