Hey all, thanks for the feedback about this. Really useful for us. There are a few things to consider:
- All batches of Huel are taken through rigorous organoleptic testing prior to being released. Bad batches are not released but we do allow for small variation [see below]
- Huel is made of very natural ingredients and thus there are natural variations in the ingredients. All manufacturers supply similar reports about ingredients so we know what we’re dealing with prior to blending
We have had confirmation from our packaging supplier that unless heated to oven temperature the packaging cannot be at fault. So we are still investigating.
There is currently no consistency with complaints even in the same batch of Huel, so the investigation continues. If you are experiencing these problems we urge you to do the following:
Photograph the reverse side of the pouch to catch the batch code and time stamp
Tell us what type of Huel you have (Original, New and Improved, GF, non-GF?)
Send your pouch back to us after acknowledgement from the CS team to
FAO Tim Urch, Unit 5, Midshires Business Park, Smeaton Close, Aylesbury HP19 8HL
- Include a note in the package that explains who you are and where you have communicated with us. Don’t just send back a box of Huel pouch(es) as we will not know what/who it is in reference to.
We will replace your pouches with different batched Huel and can cover cost of postage too, just include a photo of your proof of postage.
Massively sorry for any issues you have been experiencing folks, this isn’t normal and we’re taking it extremely seriously.