ComplaintsforHelloFresh Canada

• Initial Complaint

  23/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On Saturday March 18th 2023, I created an account because I was interested to see what they had to offer and was considering trying it out. I was automatically charged for a box I did not want. I called and emailed them and they refused to refund me because cancellations have to be done at a certain time and I was apparently too late. They told me they were sending the box no matter what. It doesn’t say anywhere clearly that creating an account means you’ll be automatically charged. **** ***** **** * ******* *** * *****

  Business response

  28/03/2023

  Hi ***********. We’re sorry to hear that you did not have a good experience while signing up with our service.

  HelloFresh is a weekly subscription service, which means that orders are automatically processed weekly once your account is activated. As outlined in our Terms, by registering for a HelloFresh plan, you acknowledge that your subscription has an initial and recurring payment feature and you accept responsibility for all charges prior to deactivation. 
  

  We do our best to make it clear throughout the ordering process that we are a flexible, self-managed subscription service. Our weekly deadline for changes and cancellations is 11:59 PM PST 4 days prior to your delivery.
  I hope you understand that we have a weekly deadline in order to let our suppliers know exactly how much products we will need. This sets the entire motion of box preparation and delivery. We only order the exact quantities needed for our deliveries each week, so we’re not throwing away tons of extra food. We’re also helping all our customers to reduce the food waste in their homes, by only giving you the ingredients you need to make your meals in the exact quantities.
  

  Please know you can check out all our upcoming recipes, without signing up or logging in, by visiting: ********************

  It is never our intention to cause any inconvenience, so as a gesture of goodwill, we’ve processed a refund of $54.99 back to your original method of payment. The refund will be visible there in 3 - 5 working days. We kindly thank you in advance for your patience and understanding.
  

  I can confirm that your subscription is canceled and you will not receive any further deliveries. If you have any questions please call us at ***************

  Customer response

  28/03/2023

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

• Initial Complaint

  19/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of transaction: January 17. Paid: 115$ CAD. I called in the morning to see if my box was being delivered today as the tracking showed it was coming tomorrow, past 8 pm promised time cut off today. I was told my box was on the truck and the tracking was not working. As I watched the delivery time get later and later, I contacted customer service again via internet chat to inquire as it now read 630 am tomorrow. I was told there was a delivery delay due to bad weather. ********************* I was told I could have a 40$ credit on my next box. I asked for a refund and informed the agent that no one will be able to receive the box tomorrow or for well over 24 hours, so the box will be left in -20 Celsius temperatures to spoil. I arranged delivery for today to avoid this. I was refused a refund as the box will still be delivered. So now I can look forward to a frozen box of wasted food on my front step. I am out 115$ for the box as well as the groceries I didn't anticipate needing for the week. ************* They also did not tell me there was a delay. I had to contact them twice to find out why the tracking app was saying it was coming tomorrow instead of today. I want a refund and I cancelled my subscription. **********************************************************

  Business response

  04/03/2022

  Consumer Response /* (2000, 6, 2022/01/19) */ The following day - I contacted them again and was told the box would be delivered the next day. Instead, it was delivered this day. Thankfully a neighbour rescued **************************** Unfortunately, a bag had come with a bursted pesto pack that caused the produce to become saturated in pesto and it froze. Hello Fresh has given me a 20$ refund. They also offered me 80$ in future credits. ************* - to gain the credits, I have to continue to subscribe. I was told in the morning that my box was not being delivered again due to bad weather. My co-worker, who lives 15 minutes from me, had her box tracked and scheduled for delivery at 1230 pm, which it was. ********************************* I asked them not to deliver as it will spoil outside in -20 weather. They said I can have a refund when it spoils.....***********************************************************************************************************

• Initial Complaint

  13/12/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was browsing Hello Fresh's website and created an account to see what type of food they had to offer and whether or not it was something I wanted to subscribe to. I wasn't interested in any of the products, so I left the website and never subscribed to anything. However, the company still charged me. I called customer service, and they gave me a ********* stating that I subscribed to their meals. Never once did I do this. They said they would try to refund me and that's it. No promise of a refund. ****************************************************************************************************************************** I never once hit an approved button or submitted any order.

  Business response

  04/03/2022

  Business Response /* (1000, 8, 2022/01/18) */ Thank you for following up with us. We have gone ahead and processed a full refund as per your request. Please keep in mind that in order to see our menus, you must have an active subscription which takes you through the payment process, so should you want to join again, just log in to re-activate. Thank you!

• Initial Complaint

  03/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hi, I was given by a friend a promotional 'Free Box for a friend' voucher for a value of $124 off my first box. ************************************************************************************************************ When I went on the website to try it out, they asked for my credit card information. I understood that I would be automatically enrolled in a weekly program and thought I would cancel it if I didn't like it after my first box. I selected the meals and made sure that the total amount of the box did not go over the amount allocated on this coupon. When I tried to input my promotional code however, the site did not recognize it. I then called customer service to get the order placed with the coupon. The customer service agent confirmed that my first box was free and redid my order. At no time did the agent, ******** state that the items I had selected were premium and had surcharges that would be charged to my credit card, and that one item was not applicable to the discount. 3 days later, I see on my credit card two charges that mount up to about $50 without explanation. They do not even send you an invoice, an explanation, nor an alert that anything will be charged. ***************************************************************************************** I called customer service once again and explained the situation, but because 'apparently' the cut off date had passed, they said that they couldn't do anything. I asked to speak to a manager but they are apparently unavailable and no one can guarantee when (if) they will call you back. ********************************************************************************************************************************************************************** I want a full refund for what was charged, and I can return the box. **********************************************************************************

  Business response

  21/01/2022

  Business Response /* (1000, 5, 2021/12/03) */ Hello *****. The Customer Care Team will be refunding your service charges today, and are reviewing your interactions to provide coaching opportunities to the agent(s) who advised you could not speak to a manager. Your manager call-back queue can take 2-3 business days depending on volume, but we are always here to support. Consumer Response /* (2000, 7, 2021/12/07) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩