ComplaintsforHelloFresh
Food Delivery
Additional Complaint Information
Customer Complaint:
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Complaint Details
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Initial Complaint
12/28/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
It is nearly impossible to cancel the account and STOP the services. They will make it really really really hard for costumers to cancel the account. I try canceling the service on the app, they redirected me to the website. I canceled the service on the website three weeks later I got charges $85. I called and they will not stop the charge (12/28) and send me the box against my will on 12/31. I asked over the phone to cancel my account so this will not happen again and they try to talk into into stopping the service instead of cancelling.Business response
12/29/2022
We have reached out to the customer directly to resolve their concerns.
Thank you,
The HelloFresh TeamInitial Complaint
12/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
This is probably the 4th time I have not received my order on time and all they say is sorry we'll try better next time and then give you a $10 credit for $100 worth of rotten food makes no sense at all. My order number is ********. I am tired of this service and demand a refund on the missing box. If I don't get it I will call the credit card company and tell them I didn't receive my items and when they finally show up the meat stinks in the veggies are all squishy and rotten. I will never ever use this service again and will let everyone know how I was treated and the crap that they serve is unfit.Business response
12/29/2022
We have reached out to the customer directly to resolve their concerns.
Thank you,
The EveryPlate TeamCustomer response
12/29/2022
Better Business Bureau:
Hello fresh has agreed to refund me the full amount. 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
12/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was seeking a trial from hello fresh but was told it was $50 at first so I didn’t want and now all of a sudden I’m hit with $71 being taken from my Christmas money savings and I called to get my money back and was hung up on rudely and told I couldn’t get my money back because their policy but my intentions was not to order just to get a trial so I’m being scammed I want my $71 back immediately or I’m going to take legal action soon if not resolvedBusiness response
12/30/2022
We have reached out to the customer directly to resolve their concerns.
Thank you,
The HelloFresh TeamInitial Complaint
12/18/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I canceled my service with hellofresh 5 days on 12-15-22 after my 1st 2 delaries had rotten food in them and no best buy dates on the meat. They still charged my bank on 12-16-22 for a total of $148.82. They stole my money after i canceled and will not refund it cause they "cant" stop the order from being delivered.Business response
12/18/2022
We have reached out to the customer directly to resolve their concerns.
Thank you,
The HelloFresh TeamCustomer response
12/19/2022
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
12/17/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 12/16/2022 Everyplate which is a sister company to hellofresh took $62 out of my account. I contacted customer service eventually escalated to a manager. The result of the call was I couldnt get my refund that they took at three something that morning. Needless to say I cancelled the subscription. I will refused shipment once I receive it. This will be an on going issue until I receive the refund. Im only the customer so Im sure what I think doesnt matter but thats a bad practice forcing customers into something after theyve repeatedly told you that dont want it anymore. It leaves a horrible taste in my mouth. I dont want to ever do this type of product again.. ***, ** *** **** ******** *** * **** *** *** ****** ************ ******* ********** *** *** **** ** **** ********** ******* ******* **** ****** *** ******** ** ***** *** ** *** ****** *************** **** ** *** **** ******** *** * **** ** **** **** ****** ****** *** ******* ******* **** ******** ** *** ** ****** ********** ******* * ** *** * ********* ******* ******* **** ****** *** ******** ** ***** *** ** *** ****** *************** **** ** *** **** ******** *** * ******* **** ****** ********* **** ** *** **** ******** *** * **** **** *** **** ****** * *** **** *** ************** **** ** *** **** ******** *** * ******* ******* *********** ********* **** ** *** **** ******** *** * **** ***** * *** **** *** **** **** ******* ***** ** *** **** ********** **** ** ******** ******* ***** *************** *********** *** *********** ******** *** ** *** ******************* ** ******* ***** *** *** ******** ** *********** ****** **** ******* ********** ** ** *** ******* ******* ** **** ******* ******** *** ****** ****** ** **** ******* ****** ** ***** **** ******* ******* ** **** **** ******* **** **** *** ****** **** ******* ******* * **** ****** **** **** ********* ******** ** ****** *** ******* ******* ****** ** ********** ***** ******** **** * *** **** *** ***** ** **** *** ********** ** ** *** ****** *** ****** ******** ** **** ****** ** ********************* **** ** *** **** ******** *** * ******* ********* **** ********* **** ** *** **** ******** *** * **** *** **** *** * **** *** ************** **** ** *** **** ******** *** * ******* * **** *** ******* *** **** **** **** *** *** **** * ***** **** *** *************** **** ** *** **** ******** *** * **** *** *** ****** *** * ******** ***** **** ***** **** **** ***** ****** ** *** ** *** ********* **************** **** ** *** **** ******** *** * ******* ******* ********* **** ** *** **** ******** *** * **** * *** ****** ******** ***** ******** **** *** **** **** * *** ************** **** ** *** **** ******** *** * ******* ******* * ****** ********* **** ** *** **** ******** *** * **** *** ***** ** **** **** *** *** ********** * ******* **** ** *** ****** *** *** ***************** **** ** *** **** ******** *** * ******* *** ************ ********* **** ** *** **** *********** ********* **** ** *** **** ******** *** * ******* *** *** **** * **** *** ******** *** ****** * ******* *** ** ****** *** ********** ** ***** ** *****Business response
12/18/2022
We have reached out to the customer directly to resolve their concerns.
Thank you,
The EveryPlate TeamInitial Complaint
12/16/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
In August 2021 i moved out of my apartment and contacted the company to cancel my subscription. Never heard from the company since and December 2022 I get my credit card statement and it has almost $400 billed to me for four shipments to my old residence that I have not lived for over 14 months. I contacted Hello Fresh and they said I authorized the order. Why would a person order food to a place they no longer live. After having proof that I cancelled they still wouldn’t refund all my money and kept saying I could talk to a manager but every time I would get disconnected. This is fraud on the company end charging my credit card when no authorization was done.Business response
12/21/2022
We have reached out to the customer directly to resolve their concerns.
Thank you,
The HelloFresh TeamInitial Complaint
12/16/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I received promotion from HelloFresh. When I went to my old account to see the meals, before I could even pick meals, they charged my card $87.61. Then they picked 3 meals for me that I don’t even eat!!! When I called today, Dec. 16, about canceling the shipment meant for Dec 20th… they did everything but cancel and refund my money.Business response
12/16/2022
We have reached out to the customer directly to resolve their concerns.
Thank you,
The HelloFresh TeamCustomer response
12/17/2022
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
12/13/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered a box a food from their company Everyplate. Because of their auto renewal program I canceled my account right after ordering. Then a few days later after I had tried a few meals, I went back on the site to see what promotions were still available. It won’t let you see if your promotion is still available without reactivating so I did, and then I deactivated realizing there was no promotional. As soon as I realized they charged me $130.75 I called in to ask them to cancel it. The order that I didn’t mean to place happened on a Sunday evening, when their call center was closed, and they have no option to cancel in the app. So I called first thing Monday morning (less than 24 hours, and as soon as I could because of their operations hours) to get it cancelled and get my refund. I was told on the phone that it was too late and they could not give my money back. I asked to speak with a manager and was told one would call me back. This happened several more times as I called throughout the day. They kept saying that I would’ve had to call right away. (Even though I did call as soon as I could). They also told me I could not get a refund because my order was already sent to the distributor, but they could change it to another week, or change which meals I got. This makes no sense, if they can change the delivery to another week, then they can stop my order from coming and give me my money back. I pleaded with them on the phone and via their message feature because I need that money and the purchase was made in error. They did not care. This business is extremely predatory. They make it easy to make mistakes, then hold your money ransom, refusing to give a refund. And looking at the hundred of complaints here on the BBB it looks like they make a habit of this. I have included my message transcripts from 2 different conversations with them as well as screenshots for the calls and the charge amount. Please help me get my money back.Business response
12/14/2022
We have reached out to the customer directly to resolve their concerns.
Thank you,
The EveryPlate TeamCustomer response
12/14/2022
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, I will consider the matter resolved once the money is actually in my account. At this time I have no reason to believe it won’t, but I want to be clear I’m only accepting their response because I am trusting they will process the refund. I have attached a screenshot of their email to me.
Sincerely,
****** *******
Initial Complaint
12/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I should never have gotten involved with this company. We used them quite a bit for a long time. However, our finances changed so we skipped some months. Life got ahead of me and I was good for many months at remembering to actively skip each week. I did not choose to cancel my services as the hope was we would be able to start ordering boxes again soon. After a very busy week, I noticed I had forgotten to skip a week the day it was processed. We had just recently moved so I Immediately changed to our updated address in the system. The status of our box stated "processed" so, I assumed it was changed in time for when it would be shipped. I was not notified otherwise. Tonight I arrived home expecting to see a box outside our door as the status was now "delivered." I immediately contacted this company who repeatedly blamed me and even suggested we "go find our box" at our previous address. After an hour of wasted time, I was told they would do a half credit. We lost 40 dollars so someone else could eat the food we purchased. At the end of the correspondence, the representative even stated they "understood why we wanted to take legal action" without having fixed the issue. Had they given grace on this situation I would have remained a future customer. However, I wish we had never signed up with this company and will advise others to stay far away.Business response
12/14/2022
We have reached out to the customer directly to resolve their concerns.
Thank you,
The HelloFresh TeamInitial Complaint
12/11/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I received a coupon for a free box. All I had to do was pay shipping, so I ordered it. Well, as weeks went by I kept receiving boxes. Turns out the company automatically enrolls you in a subscription you aren’t consenting to. An agent actually confessed that to me in a live chat. I attempted to cancel twice before they actually stopped sending me boxes. Customer service is TERRIBLE and will only offer a credit to be used towards another box. They refuse to refund me after I explained many times I never agreed to a subscription. Easy to say I’ll never order from them again and I’ll tell everyone about my poor experience.Business response
12/13/2022
We have reached out to the customer directly to resolve their concerns.
Thank you,
The HelloFresh Team
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Customer Complaints Summary
2,308 total complaints in the last 3 years.
576 complaints closed in the last 12 months.