HelloFresh

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Hi there,We...

are so sorry to hear about your experience! We have reached out to you directly to help resolve your concerns and look forward to hearing from you.Sincerely,The HelloFresh Team

Hi there,We are so sorry to hear about your experience! We have reached out to you directly to help resolve your concerns and look forward to hearing from you.Sincererly,
The HelloFresh Team

Revdex.com:
I have reviewed the response made by the business in...

reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

A representative from HelloFresh contacted meand stated that they send "[redacted]"  I didn't receive an e-mail about an upcoming box.  If I had received an e-mail about a box arriving, I would have canceled it immediately.  I was surprised to see a box had arrived when it did.  If I was there when the box was delivered, I would have rejected it.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Better...

Business Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

I tried a few boxes with Hello Fresh and found that they were expensive and time consuming to cook so I wanted to stop my subscription. On their app I could only find a pause button and I paused everything that was listed. I was under the impression that I had successfully paused my subscription. Two months later a charge appears on for $130. I called immediately and spoke to a manager named Jesse who tells me that I am only able to pause 8 weeks at a time and that the best he can do is meet me half way with a 50% refund. He said he would also follow up with an email. He did neither of the things that he said he would do. He was also rude and told me to tell all of my friends about my poor experience with Hello Fresh and that would be just fine with him.
Upon researching the app further I still could not find a cancel or stop subscription button. I called again and this time spoke with Janaiya who was very nice and quite helpful. She searched for quite some time and could not find a cancel button either. It wasn't until later in an email she said she found where I could have gone on the app to cancel my subscription.
I believe that Hello Fresh makes it difficult to cancel your subscription and then tricks you into only pausing your subscription only to start it right back up again. Janaiya agreed with my concerns and refunded my money only after I told her of my plans to report with the Revdex.com and to describe my experience with other reviews on line. I am making this report to warn other customers and to encourage Hello Fresh to fix their app to be very clear and simple for both pausing and canceling a subscription.

·        Customer signed up using a promo code to cover the cost of her first delivery of our subscription service with [redacted] on July [redacted], 2014. ·        Customer received first delivery on August [redacted], 2014.·        Customer was sent second box on December [redacted], 2014.·        In order to cancel a subscription, a customer must do so online the Wednesday prior to their next delivery (for this customer, we would have needed the request by December [redacted], 2014).  ·        In a customer’s account, it is only possible to pause 1 month in advance, by clicking on individual weeks.  This customer understood our pausing system because on six separate occasions, they had updated the next month’s pause.  The customer had not paused the last week in December, so they received a box the first week of October.·        After the customer emailed on September [redacted], 2014 the account was cancelled.  Pursuant to our Terms and Conditions, a customer must cancel his or her subscription with HelloFresh no later than midnight on Wednesday the week before the next delivery. Failure to do so by the deadline means the customer is responsiblefor the cost of the box delivered. The Terms and Conditions must be agreed to by all customers in order to purchase a product from HelloFresh, and therefore this customer agreed to our Terms and Conditions. A full copy of our Terms and Conditions can be found here, [redacted]

Revdex.com:At this time, my complaint, ID [redacted] regarding HelloFresh has been resolved.
(By clicking "OK", your complaint will be closed as...

Resolved.)
Sincerely,[redacted]

Revdex.com:Once I got home from work and told my husband how I was treated by Hello Fresh he then called and spoke with them on the phone. Told them to listen to the recording (which I asked them to do as well and didn't) they said my husband wasn't clear enough on our wishes...

to cancel therefore the lady we spoke with last week didn't cancel the order just gave us a credit. But since my husband did say we were done and didn't want any more boxes because of all the issues they did go an issue me a refund of $49. I find it very disrespectful that they listened to my husband and no to me, when I was the one that created the account and the account was under my name. My husband only called last week because I was busy cooking something else for dinner (because Hello Not So Fresh was rotten) and entertaining our son. 
[redacted]

I ordered a box for myself and seen that I really liked it so I then proceeded to order one for my mother in law and sent her one that following Friday she received her box. I was NEVER told it was free or discounted I just ordered her one seeing as I wanted her to try it out. So that Saturday received an email that says we are getting double boxed urgent so I call in and they were going to ship my mother in law a box that Monday to her address and my box to my address I said no I just ordered that for her so she could try it cancel that one out , the lady customer service rep then proceeded to tell me that on Monday after I got my 2nd box that I would be getting an email stating we would receive 4 free boxes to give out, either I could give all 4 boxes to the same person or to 4 different people. So I was excited to hear this I was gonna send to 4 people and have them start ordering. So I received email with 4 free boxes and set my mother in law up with her own account and everything and my my step daughter was going to be getting hers also, on the following Monday! Everyone was excited, Monday rolls around and they are BOTH looking for their boxes and NEITHER got one, mind u no emails or anything was sent or no calls to let us know their was a reason they wouldn't be getting their food. So I call in to customer service to find out that there boxes got cancelled - 1 : due to my mother in law receiving a box already she couldn't get another but yet I was told I could send 4 free boxes to the same person, & 2: my step daughter didn't get hers because we both have the same first and last name okay well their are plenty of people with the same first and last names and she even lives 2 1/2 hours away! Also, they thought I was trying to fraud then in getting FREE BOXES, how is that when I was getting my boxes and paying for them I have yet to get a FREE BOX. All these accounts had given their credit or debt card information and all info necessary so how are we trying to defraud you. Plus we weren't even contacted to let us know of the REASON why they wouldn't get their boxes that's not good customer service then the people for hello fresh have horrible customer service and obviously have no idea what they are doing. Don't give promotions to customers if u can't abide by the terms. This place is a joke!!!!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I request that the process of recurring orders be more visible and clear.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

I wanted to try HelloFresh since I saw some appealing commercials. Just a few things to comment on:

1) Their checkout experience is very unclear. I tried canceling my box (after I tried one week) and somehow I was still charged for a second week. I very carefully read through the options (because I had a similar experience with another subscription service).
2) Their food was super basic. They supplied foods and brands that I could purchase at any grocery store. It felt so generic. I prefer the recipes of one of their competitors.
3) Their customer service was awful. The woman I spoke with told me that they couldn't refund the extra charge "because I didn't think the website was clear." The funny thing was that I DID deactivate my account and it showed that I had deactivated it, but somehow instead of just the one box, they charged for two. I ended up speaking to the supervisor, who eventually agreed to refund me for the second box.

They eventually did the right thing, but this was a customer service nightmare. I use many subscription services (meals, makeup, clothes, etc.) and this was by far one of the worst.

At this time, I have been contacted directly by HelloFresh regarding complaint ID [redacted], however my...

complaint has NOT been resolved because they stated I double clicked activation code and had two subscriptions and that is why they kept sending me product. I asked for explanation on to why a customer service rep did not contact me about this issue and how I was able to set up the account twice with same issue and items without a red flag going up- no response.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi [redacted],
 
We are so sorry for your unsatisfactory experience! We have reached out to you directly to address your concerns.
 
Sincerely,
The HelloFresh Team

Hi there,
background-color: rgb(244, 247, 248);">We are very sorry about all the trouble you've had. We value your business and want to make things right. I will be reaching out to you directly regarding this matter. I look forward to speaking
with you.
-The Hellofresh Team

Again, We have issued a refund for half of the box you did not wish to get and a credit for the meal you had an issue with. There were absolutely no complaints about the quality of the food for the 2nd box you received in either of your 2 phone calls made on the date of the 2nd delivery. The only quality complaint was about 1 meal from the first box. You were offered a full box credit and rejected that offer. You still have a credit on your account for the meal you did not like and you were refunded for half of the 2nd box you received. We cannot issue a full refund for a box you said that you wanted on a recording and were informed of in a confirmation email. We apologize but we cannot issue any further refunds.

Revdex.com:At this time, I have not been contacted by HelloFresh regarding complaint ID [redacted]. Given the number of complaints other had, that were similar to the deceptive experience I had, it looks like that is the way they do business,...

and they do not apologize for their wrongdoings. Awful business practice. I am really disappointed. Sincerely,[redacted]

As others have reported, I tried Hello Fresh and then paused my account, being unhappy with it. After 2 months and with no notice to me, a box showed up today. A box I did not order nor want. When I called sutomer service, I was told they could not and would not refund the cost of that box - only half, because I had already received it. I immediately cancelled my account with them, and hope I will indeed receive a refund for at least half. In addition, much of the produce in the unwanted box I received was spoiled and unusable. So I am being charged for food that I can't use and that I don't want.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 I would like the other half returned as well. The food in second box has spoiled.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:At this time, my complaint, ID [redacted] regarding HelloFresh has been resolved.
(By clicking "OK", your complaint will be closed as...

Resolved.)
Sincerely,[redacted]