HelloFresh

Hi [redacted],I am so sorry for the confusion here. We are a flexible subscription and allow our customers to pause up to 8 weeks consecutively at time. At the time the pause is saved, the confirmation email we send informs you of your next delivery. You can continue to pause 8 weeks at a time...

as many times as you wish. Also, it is not possible for us to change the method we bill without the customer making the change. We do not save your financial information on our servers for security reasons and because you used [redacted] we also do not have your password or access to any of the payment methods you store with them. If a different account was billed that was a decision [redacted] made. Usually, if one account does not have the funds required it rejects the transaction. We literally could not possibly change the account used as [redacted] is only available at initial checkout and never again and like I said we do not have access to that account. We are very sorry this situation left you in a bind which is why we have refunded you for the box. Unfortunately, we cannot refund you overdraft fees. Because we are a subscription and let you know we will be billing every Thursday the week before your next delivery, and we allow you to pause or cancel up to a week before your next delivery, and you agreed to our Terms and Conditions, we cannot do more than the full box refund we have given you. I understand why this is frustrating and I apologize we cannot do more. I do hope you understand.

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]

Revdex.com:At this time, I have not been contacted by HelloFresh regarding complaint ID [redacted].Sincerely,[redacted]

I created an account with Hello Fresh because a friend gave me a code for a free box. I signed up, ordered the box and then went in and paused my subscription. NO WHERE on the website does it state your subscription automatically reactivates after 5 weeks and you begin getting charged again. I was charged for a box I didn't want and couldn't afford. I thought to myself it must have been my mistake because I definitely paused my subscription, so I went back into the website and diligently checked to make sure I was pausing my subscription AGAIN, and no where did it say it was temporary. Today I went back in to check and my subscription had been reactivated without my knowledge and with no email informing me of such. I then went to permanently deactivate my account and realized that when you do that it asks if you just want to pause your account, which is where I had been misled in the past. This time I clicked "deactivate." The website then asks me if I had a problem with my service and I clicked "yes, I would like to speak with customer service." A window popped up saying that someone would contact me within 2 days about my service. It then takes you back to the website, BUT DOESN'T DEACTIVATE YOUR ACCOUNT! There are TONS of complaints online with consumer affairs about how purposely complicated cancelling is, and I think something needs to be done about it. This business needs to be held accountable for their practices.

Hi [redacted],I am so sorry you are unsatisfied. I have reviewed your communications with us. You reached out initially on 5/** about your delivery on 5/**.  Unfortunately, it was too late to stop that delivery which is why we refunded you for half of that box. We understand you did not...

realize you were joining a subscription but we do explain it to you before you check out. Also, after your last call your box for 6/* was cancelled and fully refunded and your subscription was cancelled. I understand that you wanted a full refund for the 2nd box that was delivered but, due to our cutoffs, we could only issue a half. In total however, you were refunded fully for the 3rd box and half for the 2nd. I do hope you understand our position and again we apologize things did not end on better terms.

I have signed up for their service and have had a great experience. It is always on time, the food is fresh and the recipes are tasty! In order that I don't get a box that I do not want, I actually keep a calendar with the cut off dates and the upcoming menus. I subscribe to 5 of these meal plans and this one is one of my favorites.

Revdex.com:At this time, I have not been contacted by HelloFresh regarding complaint ID [redacted].Sincerely,[redacted]

Hi there,
 
I am so sorry to hear about the trouble you've had with canceling your account. I will be reaching out to you regarding this matter. We definitely want to make things right. I look forward to hearing from you. 
 
The Hellofresh Team

After receiving a link for a free try-out for Hello Fresh from a co-worker, I accepted the offer and to my surprise the meal was two days late and disgusting. I decided to cancel the subscription so that I would not be charged but was told that I cancelled too late. I cancel the order the next day after receiving the product. When I called for a refund, waiting at least an half hour for the supervisor, they refused. I was told that I will receive credit for my next order, an order I clearly did not want. Hello Fresh has a strict policy that if you choose to have you order delivered on Saturdays, you have until midnight the following Monday to cancel for a full refund. It doesn't matter if you receive your order two days late (on Monday instead of Saturday) like I did. They don't care if your order does not arrive on time you still must cancel an order that you have not yet received.

Horrible customer service! I am amazed that are in still in business at this point. I have to assume the customer service employees are so rude because they must deal with a lot of disgruntled customers. Unknown to myself and my husband, we had two accounts. We only could see one account which caused us a lot of confusion when we were being charged after we believed we cancelled the account. When we called to complain about this, we were over talked, talked down to, and generally dismissed. Really shocking. Apparently we were even speaking with a manager - yikes! We are reporting this charge as fraudulent because we did not authorize it or know about it.
If you purchase a groupon with Hellofresh, buyer beware, you will have two accounts but only able to see one of them.

Revdex.com:At this time, I have not been contacted by HelloFresh regarding complaint ID [redacted].Sincerely,
[redacted]

Stay away from this company. We purchased an order from them. Knowing that it was a subscription we paused our account because they don't have a cancel option listed. We get our order and don't like their product. Five weeks later and for a charge of $80 we get another order. They hide the fact that they require you to call to permanently stop orders and that pause is for 4 weeks. They also have been sending emails this whole time but never sent one telling us that we were unpaused or that they were about to send a new order or that they sent it once it went out. They are purposefully deceptive.

I signed up for HelloFresh a few weeks ago and choose my first shipment to arrive on October 3rd, 2016. On October 3rd, 2016 I got an email from Hello Fresh stating that my delivery was on its way. All day I kept updating the tracking page to see if there had been any updates. At 5:26 PM EST the tracking stated that it was out for delivery. I kept waiting and at 9:33 PM EST I called HelloFresh because my order still had not arrived. The customer service representative confirmed with me that my order was out for delivery but that she had no way of telling when the order would actually be delivered. She said since the order had been outside of their delivery range of 8 AM to 8 PM she would credit my account a full box. In her follow up email sent after the phone call she stated "When you receive your box as long as all the ingredients are cold please enjoy your meals on us". Around 10 PM EST I updated the tracking page again and it stated that my box had been delivered. I went to my front door and there was no box. I checked online to see what time the delivery company had stated they delivered the box. They stated they delivered the box at 9:32 PM EST, this is one minute before I had called HelloFresh to inquire about the status of my box. I called HelloFresh again because my box was delivered to the wrong address. I asked for a refund of the money I paid for this box. The customer service representative told me that if he gave me a refund that he would have to take the credit put on my account for my box arriving late away. I asked him why and he had no answer for me. He just kept stating "the credit is a better deal so you should take that". When they gave me the credit the first time I still was going to have two boxes to enjoy. Now I have paid for someone else to enjoy my first box and then get another box to enjoy. The customer service representative kept interrupting me and was so rude in his tone of voice. I had to ask multiple times to speak to a supervisor before my request was fulfilled. When transferring me to a supervisor I was kept on hold for over 5 minutes. The supervisor stated that she would issue a refund and I could keep my credit. She was so short with me and incredibly rude. She stated that HelloFresh had been having issues with their shipping company. If you have BEEN having issues then why not fix the shipping company issue. She also confirmed with me my address which was correct. While yes my issue was resolved I am very concerned about trying HelloFresh again based off of my experiences with them. I just paid for someone else to enjoy my box and they did not want to issue me a refund. The customer service representatives were atrociously rude. They have unreliable shipping. The list of reasons why you should not do business with this company could go on and on. I purposefully did not go grocery shopping for this week and now I am scrambling to try to find time to do so in order to feed my family because of an error on HelloFresh's part that took me a very long and stressful time to resolve.

Revdex.com:At this time, I have not been contacted by HelloFresh regarding complaint ID [redacted].Sincerely,[redacted]

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. I still think it is not acceptable that they do not cancel orders...

when they have not shipped yet, but said they will reimburse 50% of the charge. I am not completely satisfied, but I am okay with this resolution. Thank you very much!
Sincerely, [redacted]

Hi [redacted],I am sorry you are upset. The first call in question is attached as well as the recipe for the original complaint. You stated in the call that the recipe did not instruct you to pre-bake the crust however, the 2nd instruction listed states as follows: 2 Using your...

hands, stretch out the dough into a rough ¼-inch thickrectangle. Place onto a lightly oiled baking sheet and pk all over witha fork. Place in the oven to par-bake for about 15 minutes, untilbeginning to brown on the edges. HINT: If you have a rolling pin or winebottle, you can use it to roll out the dough out on a lightly floured surface. We understand that the recipe did not come out as you would have liked and we apologize for that. However, we do not typically issue refunds because customers do not like the taste of a recipe. We issue a credit because the recipe will not be repeated for at least a year and can be opted out of if it ever comes back around. On the call, the rep clearly asks if you want the box on 6/** and to cancel the two boxes after this. You confirmed that you did want a box on 6/**. I the confirmation email sent, ticket #[redacted] the rep also confirms a box was coming on 6/** and that 6/** and 7/* were paused. Because of your frustration you were issued you credit as a refund and your subscription was cancelled. Unfortunately, this is all that we can do.

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

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]...

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 the company is unwilling to listen and act on my complaints. The email they sent me basically said, "sorry about your luck." While that is not a direct quote, they indicated that they would not try in any way to resolve the issue.
 
 
 
 
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 to hear about your unsatisfactory experience! We have reached out to you directly via email to address your concerns. Thank you for your patience.
 
Sincerely,
The HelloFresh Team