Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:13/12/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I referred my friend to signup for Hellofresh account as I checked in my account that there is an offer to send a free box to friend upon their signup. The "Hellofriends" option does not mention shipping fee on the page to be applicable on their 1st order but it says they would get 1st week of meal free. REMOVED for making someone persuade into referring others and this also affects their social reputation. After I referred my friend and he signed up, he was charged $10.99 towards shipping fee which was not displayed in the referral page. This is again mis-advertisement and creates huge inconvenience to customers. Also, when I contacted their customer service agents, about 3-4 agents, they did not have any courtesy policy towards the false advertisement they showcase on the referral page and instead denied applying credit for shipping fee. The whole customer experience with Hellofresh and their customer service teams was worst, terrible, and caused huge inconvenience just because of their false advertisement. To compensate for the inconvenience caused they should provide courtesy credit to my friend for wasting all of time and efforts in signing up and placing the order while I also incurred huge inconvenience myself having to dispute this.

  Business Response

  Date: 16/12/2025

  We have reached out to the customer directly to address their concerns.

  Thank you,

  The HelloFresh Team

  Customer Answer

  Date: 16/12/2025

  
  
  Complaint: REMOVED
  
  
  
  I am rejecting this response because:
  
  
  
  My friend informed me that, now in the account, it shows everything is cancelled and the first box will also cost plus shipping will be extra. He had signed up using my referral code and should not incur any fees. When I sent him the referral link, it showed if I refer, he would receive a free box and shipping cost was not listed there. I referred only for sending a free box so that my friend would not have to pay anything. To resolve the issue, kindly reactivate his offer for first free box with free shipping. 
  
  Regards,
  REMOVED

  Business Response

  Date: 17/12/2025

  We reached out to the customer who used this referral code to address the concern raised. To confirm, a refund of $10.99 was processed on our end on December 13, 2025. Please note that the time required for the funds to reflect is dependent on the customer’s financial institution.

  Additionally, the referral link provided by the customer’s friend included free meals only. The screenshot shared as a reference states, “Use our exclusive coupon codes to save on your first couple of boxes and get free shipping on your first.” These refer to two different offers. The code which was used covered the cost of the meals only and did not include free shipping.

  Furthermore, the box and account were cancelled as per the request made by customer during their interaction with one of our agents.

  That said, as a goodwill gesture and to fully resolve the matter, a full box credit plus shipping was issued, totaling $88.93 ($77.94 for the box and $10.99 for shipping). This credit will be automatically applied to the customer’s next box should they choose to reactivate their account. The credit cannot be used toward premium recipes with additional surcharges.

  We consider this matter fully resolved. 

  Thank you,

  The HelloFresh Team

  Customer Answer

  Date: 18/12/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  
  I have confirmed from my friend that he received the credit as required. I highly appreciate the resolution provided by HelloFresh regarding the same and recommend the company for taking the positive action on the complaint.
   
  When I had placed my first order using my friend's referral code, it was free with no shipping and when trying to refer a friend using the referral page, it just mentions "free box" and does not mention shipping fee is applicable, however. It's better if you can either make changes in the referral page to specifically mention there that shipping fee is applicable so that the customer is aware before referring someone and can make the decision accordingly. Alternatively, you may avoid charging shipping fee. 
  
  Thanks a lot for positive resolution of the complaint. 
  
  
  
  Sincerely,
  REMOVED

• Initial Complaint

  Date:29/11/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am very frustrated with Hello Fresh. They make it hard to cancel. I tried to explain to the guy that I moved and am not in a area that has Hello Fresh and he cancelled my order but did not give me my money back saying I could have a credit. The problem is that I will never have the opportunity to use the credit and aside from that they force you to cancel the meals or you get random stuff you never asked for... it is the most annoying thing in the world because the food is not good. its not fresh and you get better value sitting down at a restaurant. I just want my money back from the last order because I meant to cancel it and was 20 minutes too late I was told by customer service, 20 minutes?!?!?! are you kidding me. I feel like Hello Fresh stole form me today because I have no hope of ever using that credit.

  Business Response

  Date: 10/12/2025

  Upon reviewing the account and the interaction, we have confirmed that all actions taken were fully in accordance with company policy. The customer was appropriately informed and educated regarding these policies throughout the interaction. As a one-time exception, we also offered a full box credit to the customer ($88.93).
  Unfortunately, the customer began using inappropriate and offensive language. Despite multiple warnings and requests to refrain from such language, the customer continued to shout and use profanity. As per our company’s zero-tolerance policy for abusive or disrespectful behavior toward our staff, the interaction was handled in alignment with established guidelines.
  Given that a suitable resolution and compensation were provided, we consider this complaint fully addressed and resolved.
  
  Thank you,

  The HelloFresh Team

• Initial Complaint

  Date:01/11/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for the service in September.
  I cancelled my account the same day, however, they continued to charge me for weeks.
  Oct 14, 2025 HELLOFRESH _V $81.14
  Oct 6, 2025 HELLOFRESH _V $81.14
  Sep 29, 2025 HELLOFRESH _V $77.24
  Sep 22, 2025 HELLOFRESH _V $77.24
  Sep 15, 2025 HELLOFRESH _V $73.34
  I had reached out to customer service to ensure I had cancelled many times, they assured me I was cancelled yet kept getting charged. The total amount I was charged without authorization was $390.07.

  Business Response

  Date: 04/11/2025

  We have reached out to the customer to provide us with screenshots for all the charges to investigate this matter further. 

  Thank you,

  The HelloFresh Team

• Initial Complaint

  Date:10/10/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ended up getting charged roughly $200 on multiple occasions. The reason I wanted to have my account cancelled is, I had changed my scheduled delivery dates for their services as i wasn’t going to be home that week and after changing set date, i was charged and told that my package would arrive tomorrow. Upon contacting them they were unable to cancel the delivery (1-2 days before their delivery date) This situation of me requiring to change my delivery date happened 2 times, and on both those times the delivery dates reverted back to their originals and had me getting charged, & they still delivered the food out in the hot weather without anybody being able to retrieve it. If you think this company cares about you or the environment you’re completely wrong. They know that their website/webapp/app is not properly made hence my delivery dates not changing even when manually changed, I talked to customer service, there was no solution they could provide that would either give me back my money or to at least save the food that’s going be wasted. There’s a lot more that I can go on about regarding “HelloFresh” but overall never had a worse experience with a Canadian company,

  Business Response

  Date: 11/10/2025

  The cancellation and order change deadline—11:59 PM PST, 4 days prior to the scheduled delivery is in place because our fulfillment process begins immediately after that cutoff. At that point, ingredients are sourced specifically for the customer’s selected meals, packaging begins, courier labels are printed, and shipping is coordinated to ensure timely delivery. Due to the perishable nature of the product and the complexity of the fulfillment process, changes or cancellations are no longer feasible after the dealine.

  The customer was made aware of this policy during each interaction with our Customer Care team.
  
  Although the cancellation request was received after the deadline and the order was already en route, we were unable to cancel the delivery at the time. However, we have issued a full refund of $250.75 as a one-time courtesy. The refund was processed and the customer was informed it would post within 3–5 business days.

  Thank you,

  The HelloFresh Team

  Customer Answer

  Date: 12/10/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  REMOVED

• Initial Complaint

  Date:27/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello fresh subscription service website did not give me the option to cancel my box before the deadline window. I got charged for the box and contact customer support and explained they said a refund won’t be issued unless I can provide screenshot proof that there was an error on the website.

  Business Response

  Date: 30/09/2025

  We have reached out to the customer informing them their request was processed and full refund was already issued on September 27, 2025. 

  Thank you,

  The HelloFresh Team

• Initial Complaint

  Date:15/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: September 15, 2025
  Amount paid: $81 CAD
  
  What the business committed to provide:
  They offered a discount coupon for the first purchase, without informing that it would result in automatic enrollment in a recurring purchase plan.
  
  Nature of the dispute:
  A week later, a new charge of $81 CAD was made to my credit card without any prior notice or authorization, even though I did not place a new order.
  
  Resolution attempts:
  I contacted the business requesting cancellation of the subscription and a refund. They refused, stating that it was not possible and that I should have read the terms and conditions.
  
  Advertising information:
  The initial offer was presented as a one-time discount for first-time customers, and there was no clear information about an automatic recurring purchase.
  
  This practice feels deceptive and misleading. I am requesting the cancellation of this unauthorized subscription and a full refund of the $81 CAD charge.

  Business Response

  Date: 20/09/2025

  We have reached out to the customer and issued them a full box refund $ 81.14 and educated them on the subscription policy. 

  Thank you,

  The HelloFresh Team

• Initial Complaint

  Date:06/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello Fresh has not deleted my 2 accounts and permanently has my payment information saved to my accounts and ISD not down coming on what triggers another charge to my credit card. One account looked like it will be charging me even after I've a asked the company to delete everything I can no e longer afford their services. They took $73.34 out of my account even after I was told my accounts were closed and now my payment for my books for school this fall has be rejected. They have refunded me the 73.34 but it's to late now

  Business Response

  Date: 08/07/2025

  We have erased the data from our systems for both the accounts and sent an email to the customer about the same. 

  Thank you,

  The HelloFresh Team

  Customer Answer

  Date: 08/07/2025

  
  
  Complaint: REMOVED
  
  
  
  I am rejecting this response because:

  1). The email I received was non specific in that it did not indicate which accounts because I had two hello fresh accounts and said that my MEAL PLAN  has been deactivated not that my info was deleted.

  2) it was like pulling teeth for this company to finally do what I wanted them to do it took 4 phone calls and complicate to BBB and I'll still need to wait a good month before believing that they will not charge my credit card again because for the longest time a balance remained on my account when they clearly tried to tell me I wasn't going to be charged in the future which is pretty hard to believe when my account shows your next delivery $77.23. So I'll have to wait and see. 

  THEY EVENTUALLY DELETED MY INFORMATION SO THEY HAVE DONE WHAT I ASKED FOR BUT IN A VERY PAINS TAKING WAY. I'LL NEVER HAVE ANYTHING TO DO WITH THIS COMPANY AGAIN
  
  
  
  Sincerely,
  
  
  
  REMOVED

  Business Response

  Date: 15/07/2025

  The customer was informed that two accounts were associated with their name and was also advised that, per their request, all personal data has been permanently removed from our system.
  
  Kindly review the attached screenshot for reference.

  Thank you,

  The HelloFresh Team

  Customer Answer

  Date: 17/07/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  REMOVED

• Initial Complaint

  Date:18/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Started using Hello Fresh to help with Meal prep through a busy season in life. Logged into my account on a different device to pick my meals for the week and couldn't remember my password so I chose the option to use my REMOVED to log in. The next week I receive two boxes-one with the meals I had chosen and 1 with the meals that get delivered if you don't chose what you want. Logging in with my REMOVED either created another account or reactivated an old account, so without my knowledge I now have 2 accounts and for the next 2 weeks I was sent 2 boxes- 1 with the meals I had chosen and 1 with the meals they choose for you. I finally had an opportunity to connect with their customer service to be told I was on the hook for the extra meals. How am I supposed to know I had 2 accounts? I used all the same info to log in with my REMOVED-same name, address, email, phone #, etc and their system creates another account and I'm on the hook for it!

  Business Response

  Date: 25/06/2025

  We have emailed the customer regarding this matter and explained them if they log in using a different email address (REMOVED) the system will create a new account unfortunately. We have eduacted them with the steps to prevent this from happening in the future. 

  Thank you,

  The HelloFresh Team

  Customer Answer

  Date: 25/06/2025

  
  
  Complaint: REMOVED
  
  
  
  I am rejecting this response because: this is an error with their system. No other website creates a new account when you use a different method to sign in. There is no warning that the customer will be creating a new account when they use a different method to sign. I was not notified that an additional account was created until I called customer service. REMOVED If a website allows you to sign in to your one account via an alternative method, the consumer expects that they will be taken to their original account, not a new one. I had called into customer the first week our order was wrong and the agent did not mention that I had 2 accounts! If he didn’t know I had 2 accounts how am I supposed to know I had 2 accounts?
  
  
  
  Sincerely,
  
  
  
  REMOVED

  Business Response

  Date: 27/06/2025

  We’ve reviewed the case and can confirm that the details—including the existence of multiple accounts and multiple payments—were clearly communicated to the customer on June 18. We're happy to share the transcript of that conversation if needed.
  On June 18, the customer reached out to our customer care team, at which point the agent informed them that they had two active accounts. By that time, the customer had already received and accepted three boxes over a three-week period, with the last box delivered on June 16. Following their request, both accounts were deactivated on the same day.
  As the boxes were received without any objections raised during that time, we’re unable to issue refunds for those three orders. However, as a goodwill gesture, we’ve offered to apply credits equal to the value of the three boxes, allowing the customer to receive their next three boxes at no cost. This offer has been extended as a final resolution but we are open to feedback.

  Thank you,

  The HelloFresh Team

• Initial Complaint

  Date:07/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 14, 2025, HelloFresh charged my credit card $130.89 for a weekly order. I contacted their customer service via live chat that same day. The representative confirmed they were able to stop the delivery, and as a result, no product was ever sent to me.
  Despite rendering no goods or services, HelloFresh refused to refund the $130.89 to my credit card. This was confirmed by a manager on May 15, who insisted on only issuing an involuntary account credit.
  This practice is fundamentally unfair. The company kept my payment without incurring the cost of the food or shipping, as proven by their ability to halt the order. Holding my funds REMOVEDas a credit forces me into an unwanted business relationship and prevents me from closing my account. REMOVED I demand an immediate and full refund of $130.89 to my original payment method, not as account credit. I also request the permanent closure of my account.

  Business Response

  Date: 10/06/2025

  We have issued a full refund in the amount of $130.89 and informed the customer. We have also provided a refund letter to the customer REMOVED.

  Thank you,

  The HelloFresh Team

• Initial Complaint

  Date:28/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged $81.14 on May 13th, 2025 for a package I didn’t authorize. The following day, I emailed customer support after calling them to formally request a full refund of $81.14 for a the delivery that I did not approve or expect.
  
  I’ve been a customer who regularly cancels all upcoming deliveries until I’m ready to order again. Unfortunately, the HelloFresh platform limits how far in advance I can skip meals, and with no app push notifications or reminders about upcoming charges, it’s easy to lose track - REMOVED.
  
  This most recent charge came without any adequate warning, which feels deceptive and deeply frustrating. I immediately contacted the support team, who were polite and helpful, but I was told the refund could only be issued as a credit. I mentioned I may cancel my account, and was told I’d lose the credit if I don’t place another order - that is unacceptable.
  
  To be clear, this isn’t about the quality of meals or the professionalism of the representatives. It’s about the lack of proper notice and an inflexible policy REMOVED. A service like HelloFresh should allow users to fully opt out of deliveries until they explicitly opt back in - and should notify users clearly before any charge is made.
  
  Because of this, I requested a full refund of $81.14 to my original payment method. I have not heard back since I sent the email, with followup emails in between. I believe this is a fair and reasonable ask considering the circumstances and hope HelloFresh will take accountability.

  Business Response

  Date: 29/05/2025

  We have issued a full refund to the customer in the amount of $81.14. Additionally, we provided a clear explanation of our cutoff policy and informed the customer of the option to skip deliveries up to six weeks in advance. We also advised them to contact us before the cutoff deadline should they wish to skip additional weeks beyond that timeframe.

   

  Thank you,

  The HelloFresh Team