WCRD was inspired by President John F Kennedy who gave a speech to the US congress on 15 March 1962 in which he formally addressed the issue of consumer rights.
We applied the main principles of the Consumers International (the organization behind the World Consumer Rights Day) to relationships with our own clients and here is what we found:
The right to satisfaction of basic needs - To have access to basic, essential goods and services: adequate food, clothing, shelter, health care, education, public utilities, water and sanitation.
- Powder in the bottles does not mix well.
- Taste is gritty and not as smooth as in other protein drinks.
- The cost of the blends skyrocketed last fall while the serving size decreased.
- Warehouse in Canada replenished with the delay. New stock did not arrive in Jan-2017 as promised.
- Warehouse in Europe closed and shipping overseas now causes high duties and taxes.
- We offer only one type of shipping: 3-5 days, no overnight options.
The right to safety - To be protected against products, production processes and services that are hazardous to health or life.
- We started from 6 month shelf life, these days best-by dates are closer.
- We still do not have NON-GMO, Organic certifications as it was planned.
- We are a company founded by immigrant entrepreneurs and our English is not perfect.
The right to be informed - To be given the facts needed to make an informed choice, and to be protected against dishonest or misleading advertising and labelling.
- Astronauts do not eat 100%FOOD at International Space Station. Mercury space food of the early 1960’s was based on Army survival rations, and consisted of pureed food packed into aluminum tubes and sucked through a straw. These days astronauts have individual menus and heating ovens. They can eat pizzas and steaks should they wish so.
- Although we have ingredients listed on our home page, nutrition facts are not so easily accessible on the page. You have to click “Ingredients and nutrition facts” link under each blend.
- Making sales and promotions across the globe often led to unsynchronized time zones which in turn led to expired coupons by the end of the day.
The right to choose - To be able to select from a range of products and services, offered at competitive prices with an assurance of satisfactory quality.
- We reduced the number of blends from 21 two years ago, to 16 a year ago, to a mere 8 today.
- We closed our Secret Menu with limited series.
- We did not start accepting customizable blends in Feb-2017, as it was planned.
The right to be heard - To have consumer interests represented in the making and execution of government policy, and in the development of products and services.
- The average response time in customer support is now 17 hours. In other words, over 1 business day.
- We made frequent surveys in 2014, 2015, 2016 asking for feedback and not a single one in 2017.
The right to redress - To receive a fair settlement of just claims, including compensation for misrepresentation, shoddy goods or unsatisfactory services.
- Although we offer “No questions asked returns”, our small customer support team has to ask additional questions and investigate individual cases which extends the time for resolution.
The right to consumer education - To acquire knowledge and skills needed to make informed, confident choices about goods and services, while being aware of basic consumer rights and responsibilities and how to act on them.
- Although we make announcements of our new blends and publish recipes in our blog, we could have made a better job making videos about specific aspects of nutrition. Everyone loves watching videos instead of reading long blog posts.
- We do not offer starting kits (dispensers, blenders) for our blends despite the knowledge that a lot of our customers use them.
The right to a healthy environment -To live and work in an environment that is non-threatening to the well-being of present and future generations.
- We do not donate 1% For The Planet yet.
Please accept my apologies and this coupon SEPPUKU for $30OFF to compensate for the above inconvenience during today’s World Consumer Rights Day. We are striving to do better everyday and are not afraid to say that we are far from 100% customer satisfaction.
Published at March 14th, 2017