Transparent Labs is rated "Average" with 3.1 / 5 on Trustpilot

Do you agree with Transparent Labs's TrustScore? Voice your opinion today and hear what 33 customers have already said.

5-star

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Super clean productsSuper clean products. Also great tasting and the level of service and shipping speed is very impressive!Date of experience: 02 October 2024
great customer servicei've used the whey protein isolate, creatine, lean preworkout, probiotic greens, and bcaa in the past.this year in june i bought some protein powder (chocolate peanut butter) again but noticed that there was a strange chunky substance in the shake, almost like small bits of nuts. never noticed that before so i was concerned, but too lazy to contact them about it as i thought they wouldn't do anything anyway. fast forward a few months and i read another review about the great customer service, so i thought i'd contact them to at least tell them there could be an issue with that batch. to my surprise, they responded within hours and offered to send me a replacement, even though the protein powder was long gone. they sorted out the issue within a day! mitch was polite, helpful, and professional. can't ask for much more than that! on one hand, the bad batch is still a bad batch so i'm knocking a star off, but the customer service is definitely 5 stars. will continue to buy my stuff from tl! Date of experience: 29 October 2024
Amazing products and even better…Amazing products and even better customer service. My package was 2 days late because of customs and customer service immediately gave me a full refund and reshipped my package. I ended up receiving both and they let me keep both plus the refund. As a long distance runner, their products have been a game changer without all the additives. I’ll be a transparent labs customer for life. Highly recommend. Date of experience: 20 June 2024
Excellent products and customer…Excellent products and customer service! Their pre and probiotics supplements have helped my gut health a lot. I also have been taking their daily vitamins and have been feeling better overall. Protein bars are delicious and Marco-friendly. I have received excellent customer service on multiple occasions with fast and friendly replies. I made a mistake on an order and they refunded me anyways! Date of experience: 16 September 2024
5 StarsI’ve had a few interactions with transparent labs Customer Support. I would have to give them five stars for sure. I’ve had a great experience getting quick responses to resolve the issue I had. They worked with me until the issue was completely resolved, and I was totally satisfied. Customer Service to me, is just as important as the product a company is selling. I saw their protein powder in a YouTube review. They were compared to 21 other protein powders and rated best of the best. When you consider their protein powder is grass fed and rated best of the best and their Customer Support matches that level of quality, in my mind, I need not look any further for my supplements. I have told several people at the gym about transparent labs, and will continue to do so moving forwardDate of experience: 20 September 2024

Reply from Transparent Labs

I’m really sorry to hear about your experience with us, and I completely understand your frustration. It’s disappointing that we let you down, especially after you've been a loyal customer.

We’re here now and want to make things right. If you’re open to it, please get in touch, and I’ll personally make sure we resolve this for you. Your feedback is important to us, and I genuinely hope we can turn this around for you.

Warm Regards,
Brandon
Manager, Customer Success

HelloHello, I have been a customer for many years. I have always been very satisfied with the quality and service. unfortunately this changed last year. In November, on Black Friday, as usual, I ordered a lot of conditioners, 5 packages worth about $180 each. to this day I don't have 3 of them. and even with the 2 I received there was a problem. Currently, the company does not even respond to my emails. be careful, this can only be called a FRAUD!!!!! Currently, I will take legal action because I have no idea. I DO NOT RECOMMEND.KarolinaDate of experience: 30 November 2023

Reply from Transparent Labs

I'm truly sorry to hear about your recent experience, and I want to sincerely apologize for the frustration this has caused. This is certainly not the level of service we strive to provide, especially to a loyal customer like yourself.

I'd like to investigate this issue right away and help resolve it as quickly as possible. It sounds like there was a significant mix-up with your Black Friday order, and that's absolutely unacceptable. I will personally make sure this is addressed and get in touch with you directly to find a solution, whether that’s shipping the missing products or providing a refund.

Thank you for bringing this to our attention, and again, I’m very sorry for the inconvenience this has caused. We’ll work hard to make this right for you.

Reply from Transparent Labs

I'm so sorry to hear about the trouble you've had with your subscription and getting in touch with us. This is definitely not the experience we want for our customers, and I completely understand your frustration.

Please allow me to personally look into this for you. If you could provide me with a few more details, I'll make sure we get this resolved as quickly as possible. Your satisfaction is really important to us, and I want to make this right. We truly appreciate your support of our product, and I hope we can regain your trust.

Terrible customer service.Terrible customer service.2 weeks after my pre paid order still not a word from the customer support....Date of experience: 15 October 2024

Reply from Transparent Labs

Hey Henrik, I have gone ahead and issued a full refund for you!

I had a look through our system and was unable to locate any conversation threads with our Customer Success team. I have just sent you an email personally to fix this any way we can :)

extremely poor customer serviceMy last 2 orders have the following issues:Order #1497688Shaker bottle missing the shaker ballOrder #1417180No shipping updates since 17th of May. Still have note received this orderI have sent 5 emails, and even tried calling the customer support line, no reply at all.Terrible customer support. Lost money on an order that never arrived, and don't even get a reply to my emails.Date of experience: 13 June 2024

Reply from Transparent Labs

Hey there,

I am very sorry to hear this!

I just had a look and I cannot find any email history under your email. I'd be more than happy to reship this package and the shaker for you right away!

Please reach out to us at [email protected] with your full mailing address and we will get this settled away :)

Customer Service < Product

The product is excellent: five stars

As others have shared, the customer service is pretty much non-existent.

The phone number on their website is usually disconnected. The line isn’t busy, it goes straight to voicemail.

Their voicemail isn’t checked. Leaving a voicemail is a waste of time, I’ve never had a call back. I even left a voicemail saying if I didn’t get a call back in 48 hours I’d leave this review, and here we are..

The voicemail recording encourages you to leave an email to their support@.. but those emails are responded to about 50% of the time and of those instances, it’s usually about a completely different order.

Orders to Canada ship in twice the length of time you’d expect for regular mail. The tracking works for two days and then drops off, which makes you want to call for an update, * see beginning of the review

I wish they’d sell on Amazon so I could get competent shipping and not have to deal with their non-existent customer service.

Date of experience: 13 August 2024

Reply from Transparent Labs

Thank you for your feedback and for enjoying our product! We’re sorry to hear about your experience with our customer service. This is not the impression we like to leave. We’re currently experiencing a high volume of calls, which might explain the difficulty in reaching us. We also respond to all emails sent our way!

To help us resolve this for you, could you please provide your order number? We’ll look into this right away.

Thank you for your understanding.

No order delivered!You are in possession of my money since July 8/2024. No update on the tracking status and no answer from CS. What a poor performance. I want my order delivered or a full refund issued, or I’m taking this up to the next leveland you will hear from my lawyer! Definitely my last order with this lot! Order #1593954Date of experience: 08 July 2024

Reply from Transparent Labs

Hey Stefa,

We're really sorry to hear about this issue. A member of our Customer Service team has reached out to you via email. Hopefully, we can get this resolved for you soon!

Great products, on time delivery :)I ordered their Chocolate Peanut Butter protein powder and their peach mango creatine hmb; my order arrived on time and I have been loving the products and using them every day :)Date of experience: 22 August 2024

Admin

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