UPDATED 7/17 unsatisfactory resolution: Sent smaller export Tim Tams instead of the advertised Australian versions
updated 7/17: Seller issued unapproved token refund of $20. Products received are materially different in ingredients than product advertised as they do not match ingredients of Australian domestic Tim Tams as referenced on Arnott's website. Full refund or replacement products have been requested again, awaiting response. --- I ordered three packages of Tim Tam Original and one package of Tim Tam Caramel from Aussie Food Express specifically because the products were advertised as the Australian domestic versions. Instead, all four packages I received were export versions. The Original packages were 163g with 9 biscuits, rather than the Australian domestic 200g packages with 11 biscuits shown in the listing. The packaging, ingredient panels, formulation, quantity, and taste are different. I discovered the problem after opening one package and immediately noticing that it did not taste like the Australian domestic product. I then checked the packaging and confirmed that I had received a different, smaller export product. Being manufactured in Australia does not make a product the Australian domestic version. I purchased from a specialty Australian food retailer specifically to receive the products sold in Australia, not alternate export formulations. I have contacted Aussie Food Express and requested either the products that were advertised or a full refund. I will update this review to reflect how the company responds. --- Response to 7/16 AM email below: Hi Davo, Thank you for investigating and for offering a $20 refund. However, the Arnott’s page you provided does not establish that I received the Australian domestic products I ordered. First, the page is internally inconsistent. Although its nutrition panel refers to 9 biscuits at 18.1g each, the Australian “Buy Now” section on that same page explicitly identifies the product as “Tim Tam Original 200g.” I have attached a screenshot showing this. The page therefore does not verify that the Australian domestic package has changed to 163g. Second, and more importantly, the ingredient list for the Australian domestic product shown on Arnott’s website is materially different from the product I received. The Australian domestic ingredient list begins: “Milk Chocolate (38%)…” The package I received begins: “Sugar, Fortified Wheat Flour, Palm Oil…” My package also describes the coating as a “milk chocolate flavour coating,” includes partially inverted refiners syrup and flour treatment agent E223, states that its cocoa ingredients do not originate from Australia, and is marked: “Arnott’s Australia. Exporting to the World.” The use of the words “Energy,” “Fibre,” and “Original,” along with the date format, may distinguish this product from the Americanized version. Those details do not establish that it is the product sold domestically in Australia. The package labeling and ingredient formulation instead indicate that it is an Australian manufactured export product. I specifically ordered three Original and one Caramel as Australian domestic versions. The problem is therefore not simply a reduction from 11 biscuits to 9. I received export products that differ from the Australian domestic products in formulation, labeling, quantity, and taste. For that reason, I do not consider the proposed $20 refund an adequate resolution. Please provide one of the following: A complete refund covering all four Tim Tam packages, the three ice packs purchased for this shipment, and the original shipping charge. Free replacement of all four Tim Tam packages, consisting of three Original and one Caramel, with the actual Australian domestic versions. There should be no additional charge for the products, ice packs, or shipping. As stated before I will be out of town 7/20-7/27 so please have them arrive before or after these dates. I can return the opened package and the two unopened packages still in my possession if you provide a prepaid return label. The fourth package was given away before I discovered the discrepancy and is no longer available for return. I have attached photographs of the package received and screenshots from the Arnott’s page you supplied. Please confirm within five business days which of the two resolutions you will provide. Thank you, Tim
Hi Tim ... I've done further research and have found that you actually did receive the true authentic Australian Tim Tams, but unbeknown to me, the portion size for Originals has changed. What's changed (and what I was not aware of) was the biscuit count in the Original packs from 11 to 9. That's right ... it's dropped from 11 biscuits (200g), to 9 biscuits (163g). This can be verified at the Arnott's Australia website. Here's a link: https://www.arnotts.com/brands/tim-tam I know you showed me a date panel, and a panel with the positioning line: Exporting to the World. But the way to differentiate between true authentic Australian Tim Tams is by looking at the ingredient list on the package, and to also look at the front of the packages. You'll notice that the Nutrition Declaration uses words like: Energy, Fibre, etc. which you'll not find on the Americanized packages. In addition the way the dates are presented has been changed. They used to be presented this way: 16/01/2027 Now they're presented as: 16 JAN 2027 Also, if the lower right hand corner of the package states: Cookies, it is the Americanized version. If the lower right hand corner states: Original, or Chewy Caramel, those are also authentic indicators. That's what you have received. I'm sorry for the disappointment in the biscuit count. I've just updated my website to account for this change. As you might imagine, I was surprised at this unannounced change. Many food manufacturers reduce portion sizes to hold their prices steady. All that being said, I will issue a $20 refund since your expectation was for 11 biscuits per pack (not 9). I hope you find this acceptable and I thank you for bringing the biscuit count adjustment to my attention. Cheers, Davo