ComplaintsforHelloFresh

• Initial Complaint

  01/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I got a gift code for HelloFresh in mail specifically saying 16 free meals including free shipping. I wanted to try hello fresh and see if their meals are good I would have continued with the service. Right when i was applying for the code they asked for my payment method and charged me $37.20. I thought 16 meals were free?? But i still thought it’s fine maybe they did lie about to free shipping atleast I’m getting 16 meals. But today for my second week i got charged again for $54.24. It is ridiculous that a company claims to give free meals and yet charge their customers before even providing them. I am so disappointed. I would not recommend HelloFresh. It was just my first week exploring their service and i have only gotten 4 meals until now. What happened to 16 free meals? So so disappointed. I would like this issue resolved as soon as possible.

  Business response

  01/11/2022

  Dear ********, 
  
  
  We are reaching out in regards to the dispute you filed with the Better Business Bureau and are sorry to hear your experience was not a pleasant one during these challenging times. We have issued you a full refund,($37.29), of your 1/05/2022 delivery and a full refund,($54.24), of your 1/12/2022 order, please allow five to ten business days for these funds to post. We are not able to stop the delivery so please enjoy this week's box or giveaway.  
  
  
  
  Thank you, 
  
  
  The HelloFresh Team 
  
  
  

  Customer response

  01/12/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******** ******
  
  
  
   
  
  

• Initial Complaint

  01/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had cancelled my subscription to HelloFresh in August of 2021. Since then HelloFresh not only keeps charging me for deliveries but sending them as well. Since I know i had already cancelled this service, I am unaware they were sending a box of food to my house to sit there for days. After all, I had CANCELLED this subscription service. On 11/11 and 12/24/21 I saw that I had been charged $48.94 and $48.95 respectively for deliveries after I had cancelled my subscription. It is nearly impossible to contact HelloFresh and speak to someone not only in a timely fashion but also so you can understand them. I had to contact them through their chat messaging system where I was assured not only once but twice that my subscription was cancelled and i would receive a full refund yet they still continued to charged me for both deliveries. I was able to get my subscription cancelled again and they were supposed to refund me for the deliveries. On 12/27/21 I received a refund for $8.99, not the full refund for the two deliveries I was promised, which should have been a total of $97.89 for the following charges 11/11 $48.94 and 12/24/21 $48.95. I do not want to have to contact them again because apparently they do not understanding how to cancel a subscription or to be honest. To date they are still sending me multiple emails and messaging about their services which I do not want any more solicitations.

  Business response

  01/11/2022

  Dear ********** 
  
  
  We are reaching out in regards to the dispute you filed with the Better Business Bureau and are sorry to hear your experience was not a pleasant one during these challenging times.  A review of your account reflects that you were issued a full refund of $48.94 for your 10/25/2021 order on 11/11/21. 
  
  
  
  We have issued you the remaining refund of $39.96,(you already received the $8.99 refund), for your 12/28/21 delivery. Please allow five to ten business days for the funds to post. This confirms that your HelloFresh subscription associated with email ********************************* has been canceled and you will be removed from future communications, please allow ten business days for removal to take effect. 
  
  
  
  Thank you, 
  
  
  The HelloFresh Team 
  

• Initial Complaint

  01/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had a subscription with HelloFresh and was set to receive a box on Friday January 7. In the meantime I got a call to take an important meeting in another city, meaning that I would not be home to receive the box. I contacted HelloFresh 48 hours before the box was scheduled to be delivered, and before that package had actually been sent. Not only is it perishable food that will go bad if it is left, I expressed my concern about a package sitting on my inner city row how doorstep to announce that I am not home. This puts my home at risk. All I wanted to do was to shift the delivery date -- but after dealing with customer service and an avalanche of unnecessary walls to any reasonable solution, I have cancelled my account. I do not want the box to ship, I do not want to pay for it, I do not want to receive it. I should be able to cancel something Before it happens. Therefore I am requesting a full refund on the box charge and a cancelled shipment. This is no way to run a company if you want to keep consumers. I do not recommend Hello Fresh to anyone.

  Business response

  01/10/2022

  We have reached out to the customer directly to resolve their concerns. 
  
  
  Thank you, 
  
  
  The HelloFresh Team 

  Customer response

  01/11/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******** *********
  
  
  
   
  
  

• Initial Complaint

  12/21/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed my first order. The company has a reoccuring order that you are unable to change through the website. I also never picked the additonal meals that were sent this week. When I called the customer service line, I was instructed that I could NOT stop today's delivery from coming. I am therefore stuck paying for meals that I didn't pick. I tried to explain that the website would not allow me to change the reoccurring order and I should not have to accept this delivery. They told me that in the "fine print" somewhere I have up to five days to cancel the next delivery. I will never order for these types of services again.

  Business response

  12/22/2021

  Dear *******,
  
  
  We are reaching out in regards to the dispute you filed with the Better Business Bureau and are sorry to hear your experience was not a pleasant one during these challenging times. We have issued you a full refund ($81.31) of your 12/21/2021 order, please allow five to ten business days for these funds to post.
  
  
  
  Thank you, 
  
  
  The HelloFresh Team 

• Initial Complaint

  12/14/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello Freshs advertising states, delivered right to your door.Lately, my food is delivered to my apartment office, which is only open while I am at work, making it impossible for me to get my food. The first time I complained I was told a note would be placed on my account so that the food would be delivered to my door, as their advertising clearly states.I reactivated my account on good faith and the same delivery issue happened, again.Their advertising is false, my food is never delivered to my door and it is impossible for me to get it.

  Business response

  12/23/2021

   

  We have made several attempts to contact the customer directly to address their concerns properly without a response. 
  
  

  Thank you, 

   

  The HelloFreh Team 

• Initial Complaint

  12/13/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 12/6/2021 my brother bought a $135 gift card for me to use at Hello Fresh. He paid full price for the gift card. The same week, I received a mailed promotion saying that, if I signed up for service, I would receive 16 meals free. So I signed up for the promotion and paid with credit card the balance. The following week, for the next delivery, I wanted to apply the gift card for $135 given to me by my brother to the balance on the order. When I tried to do this, Hello Fresh said I couldn't receive the promotional price and pay with a gift card. This is a fraudulent gift card sales process. My brother paid full price for the gift card and the gift card should be as cash. If I lose a promotion for the gift card, the gift card is effectively worth "less". They are not selling the gift cards for full cash value and that is fraud. It is a bit of a scam for their customers and there are A LOT of complaints online about the same issue. It's an unfair practice. I work in e-commerce and we do not apply gift cards this way. Gift cards are used AFTER available promotions--they are not a promotion themselves. I want BBB to help me to rectify this issue with HelloFresh. Thank you so much, *****

  Business response

  12/15/2021

  We have reached out to the customer directly to resolve their concerns. 
  
  
  Thank you, 
  
  
  The HelloFresh Team 

• Initial Complaint

  12/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received a gift card by email from a friend to Hello Fresh. I clicked on redeem and was redirected to their website. Three meals were highlighted which I did not like. I clicked on three others and then realized that I would be charged $35 if I ordered these. I did not want to incur any expense so I closed the window and did not place the order, I never pressed any button committing to this order. Today, 12/13/2021 I received a text saying that my box of meals would be arriving today. I checked my credit card and saw a $35 charge. I immediately called them and was told that as soon as I clicked on REDEEM I was committed to ordering. There is no place that states this in the email, this is a very sneaky way for them to force you to order. The agent was rude and refused to let me speak to a supervisor. I was also not transferred to the customer satisfaction survey as was promised at the beginning of the phone call. I requested my money back because I never placed this order, which they refused.

  Business response

  12/13/2021

  We have reached out to the customer directly to resolve their concerns. 
  
  
  Thank you, 
  
  
  The HelloFresh Team 

  Customer response

  12/14/2021

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***** *****
  
  
  
   
  
  

• Initial Complaint

  11/20/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Greeted with "You're not able to change the details of your first delivery." before I even knew that it was going to be delivered the immediate week.

  Business response

  11/22/2021

  We have reached out to the customer directly to address their concerns. 
  
  
  Thank you, 
  
  
  The HelloFresh Team 
  --

  Customer response

  11/23/2021

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  11/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Well... I was out of town for training for 3 weeks & my 3 Hello Fresh delivers arrived (10-19-21 $29.91, 10-26 $51.90, 11-2 $54.92). My husband put all of the brown paper bags in the freezer (because the bags are not marked “Do Not Freeze”. It would se a very simple fix for the company to put a sticker on the bag they are currently using so others don’t freeze the food. They were sealed. My husband couldn’t see in the bag. There were potatoes, onions and an orange in the bags. These items don’t freeze well. I tried to salvage one meal out of the total 9 meals but, everything was rotten. I called customer service which was sourced out over seas and I could not understand anyone I talked to. I cancelled my shipments but believe the company is to blame for the loss of the meals by not properly labeling the sacks. My husband is a very smart man with several masters degrees so... if this can happen to him, it can happen to anyone. I don’t want anyone else to put these bags of food in the freezer because the company does not properly label or provide explicit instructions. Had they refunded the money I had spent thus far and mention to management that stickers on the bags or changing the bags to indicate “do not freeze” might help customers not lose food... I would have continued my shipments of $50 + dollars per week and the company would have preserved a customer but they would not refund even a portikn of my expenditure and took absolutely no responsibity regarding the "flaw" in their delivery system. I have read terrible reviews about rotten foid being delivered as well as people having put their food in the freezer like my husband did due to no directiins... Thank you for any assistance thst you might be able to provide.

  Business response

  11/17/2021

  Dear *****, 
  
  
  We are reaching out in regards to the dispute you filed with the Better Business Bureau and are sorry to hear your experience was not a pleasant one during these challenging times. We have issued you a full refund,($29.91 - $51.90 - $54.92) of your first three orders. We have also issued a full refund($5.99) for the Add-On with your 10/30/2021 delivery. Please allow five to ten business days for funds to post. 
  
  
  
  Thank you for your feedback, it is valuable for us as a business to keep growing and we do that by customer feedback. We will be sure to look into this matter and forward your comments over to the correct department.
  
  
  Thank you, 
  
  
  The HelloFresh Team 
  

• Initial Complaint

  10/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered EveryPlate with a delivery of Tuesday, 10/12/2021. When I opened the box, everything was defrosted and warm. This included milk, cheese, sour cream, chicken, and ground beef. The meat was so warm that a rotten smell was coming off of the box. I immediately called customer service and they stated that they would give me an account credit. I stated that this was not acceptable as I would not be using their service anymore and I wanted my money to be refunded. I was told that a supervisor would call me within 24 hours. It is now Friday, 10/15/2021, three days later and I have not heard from anyone. My money has also not been refunded.

  Business response

  10/18/2021

  Dear ******** 
  
  
  We are reaching out in regards to the dispute you filed with the Better Business Bureau and are sorry to hear your experience was not a pleasant one during these challenging times. We have issued you a full refund,($29.84) plus ($1.96 Premium Meal upgrade) of your 10/12/2021 order. Please allow five to ten business days for the funds to post. 
  
  
  
  Thank you, 

  
  The EveryPlate Team

  
  

*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. ↩