HelloFresh

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,I am truly very sorry, but we were unable to make any changes as it was after our cutoff. We have a very strict cutoff for each delivery day.  We order from small, local vendors and have to give them the opportunity to prepare our ingredients. I apologize...

for any inconvenience this may cause. Please don't hesitate to reach out if you have any further questions. 
The Hellofresh Team

First, I'd like to talk about the terrible quality of food and packaging offered by HelloFresh. I received a box in which all of the meat had been ripped open. There were meat juices everywhere, which also got into the pasta. I had to throw out all of the meat and pasta for the week, meaning I could not make any of the 4 meals sent to me without providing my own meat. Upon attempting to make one of the meals, I found that the produce had rotted (one day after getting my box) and ended having to throw out the produce of that meal as well. The box in which my food came was entirely intact and had no damage whatsoever, so I know the ripping open of packages did not happen during transit.
Second, HelloFresh is so incredibly stingy about offering refunds. If I had to throw out over half the contents of a box, I would expect a refund for that box. Instead, I got a credit for the following box after reporting the meat issue. I didn't even want another to begin with because it was such a waste of food, but I accepted my free box. After reporting the produce issue the day after, I only received a $10 credit, which is basically NOTHING. Boxes are at least $69..that is a pitiful credit. I cannot use it anywhere else, clearly. I still want a refund for the first box from them, but I am giving up and never doing business with them again.
Third, the portions are TINY and contain almost no vegetables. I would not consider these meals healthy because of the lack of vegetables. Pathetic. Literally got 15 green beans for a meal for two people. The cooking instructions are also completely out of order and make no sense.
Still waiting on my refund....

Revdex.com:At this time, my complaint, ID [redacted] regarding HelloFresh has been resolved.
Sincerely,[redacted]

Yes, I am trapped with this company too. I did not even get any free meals but bought one week meal from Groupon and ended up signing up. The same thing happened, when I realize that my card was charged without ANY notification and I did not even pick up the menu, and I am not going to be home next week, which means all food will be wasted ! I then chatted with their customer service,but only lies. He said the delivery is already on the way and our of his hand so he can not do anything. What? It is Friday today! The delivery is next Monday and it is already on the way? I even said that can you please hold the box to deliver it the week after next week so at least I will be home, no food will be wasted. NO,NOTHING! The question is, how can you just charge without notification, and how can you just delivery when I did not choose my menu yet? They chose the first three receipts which I do't like at all. How can you claim your food is delicious and saving money, when you chose whatever menu for your client without even notification of what has been chosen, and sending the food by knowing it will be standing outside the door for days till received so a total wast? Totally a joke! I require a full refund as a resolution even though I don't think I will get it after chatting with their rep. and reading all the reviews. But, you know what? You totally lost a customer plus all his family and friends and social media as potential customer. Because how can a new company ever grow and last, when it spends most of their time only arguing with their customer instead of providing good services, and all the time trapping the new customers with subscription? BTW, the rep told me that the chatting record will be sent to my email but it never happened. Never again!

We received a coupon to get a free box and were very excited to give this company a try. It was great, but we had no idea this was a weekly subscription and received another box after barely touching the first. There was no warning when ordering the first box that the subscription would be auto renewed like other subscription companies do. We talked to a customer service rep who said that we agreed to the terms of service and offered no other resolution. Very shady company and very disappointing that there are companies that operate this way.

Review: Unsatisfied with resolution of my difficulty canceling my subscription. No phone number on site or even available by [redacted]; phone # provided by email is not answered during stated business hours. No "cancel subscription or enrollment" on "unsubscribe" button (how is a user to know that the she has to click a "pencil" to make the "unsubscribe" option appear; a video entitled, "deactivate," on the right side of the account page is insufficient to notify the customer that this video shows her how to cancel or unsubscribe from the subscription. No clear email indicating that a delivery is scheduled after a long 2 month suspension (an email heading stating, "It's the best day of the week. Meal choice time," insufficiently notifies the customer that a delivery is scheduled and that cancellation of the delivery is required by a certain date and time (especially given the barrage of email advertisements sent by Hello Fresh), and no mention of canceling the order or the subscription is stated in the email; inadequate resolution of subscription issue (just 50% refund and credit for a future order) even though I indicated that I was canceling the subscription, that I was disabled preventing me from cooking, that my husband the cook was away for 9 days, and that the food was being put in the trash.Desired Settlement: Full Refund and a change to their online site and business practice. Change the online site and phone number and customer service issue as indicated above.

Business

Response:

Customer signed up using a [redacted] voucher towards her first delivery of our subscription service with www.hellofresh.com on January [redacted], 2015.Customer received first delivery on January [redacted], 2015.Customer was sent second box on March [redacted], 2015.In order to cancel a subscription, a customer must do so online within their account the Wednesday prior to their next delivery (for this customer, we would have needed the request by March [redacted], 2015). In a customer’s account, it is only possible to pause 2 months in advance, by clicking on individual weeks. This customer understood our pausing system because on January [redacted], 2015, they had paused their account and received a confirmation email about it. The customer had not paused the following weeks in March, so they received a box the third week of March.After the customer called on March **, 2015 the account was cancelled and she was refunded 50% of the box since it was already delivered. Pursuant to our Terms and Conditions, a customer must cancel his or her subscriptionwith HelloFresh no later than midnight on Wednesday the week before the nextdelivery. 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 toby all customers in order to purchase a product from HelloFresh, and thereforethis customer agreed to our Terms and Conditions. A full copy of our Terms andConditions can be found here, http://www.hellofresh.com/termsandconditions/.

Consumer

Response:

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. The responding business has not addressed the following complaints that I made regarding the difficulty that I had canceling my subscription, specifically: (1) No phone number on site or even available by [redacted] to use to cancel the subscription; (2) The phone number (provided only in response to my email complaining about the issue) was not answered during business hours (it just goes to a recording that stats, if I remember correctly, "to call back during business hours"); (3) There is no "cancel subscription or enrollment"or "unsubscribe" button on the site (how is a user to know that she has to click a "pencil" to make the "unsubscribe" option appear; a video entitled "deactivate," on the right side of the account is insufficient to notify the customer that this video shows her how to cancel or unsubscribe from the subscription. The business responded: "In a customer’s account, it is only possible to pause 2 months in advance, by clicking on individual weeks. This customer understood our pausing system because on January [redacted], 2015, they had paused their account and received a confirmation email about it. The customer had not paused the following weeks in March, so they received a box the third week of March." I most certainly did not understand the "suspension" process. I clicked "suspension" because that was the only button available that would stop the orders from coming that I could see on the site. As described above, had the option "unsubscribe" or "cancel enrollment or subscription," been available, I most certainly would have clicked that button. Had a phone number been provided, I would have called to cancel. As for the "confirmation email," it states the "suspension" period and the second sentence afterwards states that my next delivery date will be on JANUARY **, 2O15. That email does not clarify the suspension period at all. (4) No clear email indicating that a delivery is scheduled after a long 2-month suspension (an email heading stating, "It's the best day of the week. Meal choice time," insufficiently notifies the customer that a delivery is scheduled and that cancellation of the delivery is required by a certain date and time (especially given the barrage of email advertisements sent by Hello Fresh) and no mention of canceling the order or subscription is stated in the email at all. (5) inadequate resolution of the subscription issue (just 50% refund and credit for a future order) even thought I indicated I was canceling the subscription, that I was disabled preventing me from cooking, that my husband the cook was away for 9 days, and that the food was being put in the trash.B. Customer Service Policy: I have no issue with the individual employees I eventually was able to speak with. It is the company's policy on cancellation/subscription issues that are the problem. In fact one supervisor spoke to her supervisor and was told that the 50% refund with a future credit was all they offer for such issues. It is inexplicable to me that a company would choose to fight a disabled person's Revdex.com complaint or even let it go that far rather than provide the emaining refund of $34.50, under the circumstances.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

s

Consumer

Response:

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

Review: I ordered the initial package with Hello Fresh, after I received the first package I wasn't impressed, but I forgot to canceled the following week, so on the same day from my the second box, I went online and I cancelled all orders until mid January. well the boxes kept coming and I kept being charged, every time I went online I was not able to do anything, and I wasn't able to talk with anyone for a while. when I finally reached someone, she was rude, she would talk over me, over and over again, telling me that my story did not match her systems, not allowing me the explain the situation and when I asked to talk to someone over her, I got disconnected. WORSE service ever, charged me an extra 180.00 for food that was not all that fresh and what was almost fresh, got spoiled very quick.Desired Settlement: I would like for Hello fresh to refund my $180.00 that I have spent and train their costumers not to be so rude and entitled after all. Its you providing us services and not the other way around.

Business

Response:

Hi there, 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 tospeaking with you. -The Hellofresh Team

Review: I paid $49 to receive meals any time during the day until 8:30 pm on 2/**/16. I never received the meals. Moreover, I was on the phone for a total of 2 hours with this company and all they could give me (not the product I paid for) was a $15 credit towards another future delivery. I told them I already had such credit and I wanted what I paid for or a refund. They refused to give me a refund. The company repeatedly promised me I would have the food by 8:30 pm on 2/**/16 and it never came.Desired Settlement: A refund of the money I paid this company for products I never received.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding HelloFresh has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

Review: I originally signed up for one delivery to be delivered the week of 6/**/15 at my sister's address for her birthday. The delivery was supposed to be a "veggie box" for my sister and brother-in-law who are both vegetarians. However, my sister informed me that she was sent a "meat box." Next, I noticed that I was charged for another week of deliveries even though I never selected a meal choice. When I signed up, it was not clearly stated that even if I did not choose a meal choice, my bank account would be charged. So, I contacted customer service regarding the two issues of a meat box being sent and my account being charged without ever selecting a subsequent meal choice. The first response I received did not address the "meat box" being sent to my vegetarian sister, and the CSR refused to refund my money. Instead, the CSR credited my 'hellofresh' account with $23. This amount does not reflect any product amount-the cheapest product is $69. I responded stating that this reply and resolution was not satisfactory. A second CSR responded and addressed the wrong box being sent, however, their response implied that it was my mistake that the wrong box was sent. Additionally, the CSR stated that my money could not be refunded, and attached 'checkout' attachments explaining why. These documents do not clearly state that my checking account would be charged even if I did not choose a meal choice, nor do they say a chef's choice of box (which happens to be a 'meat box that is also not stated during the sign up process I went through) would be sent. The messages in the attachments say subsequent meal choices will be charged and sent-this does not state that my checking account will be charged even if I do not select a meal choice. I responded to the second CSR that if my money was not fully refunded, which would resolve my issue with their company, I would file a complaint with the Revdex.com. A third CSR responded and said my money will not be refunded. I am so insulted by this company for sending a "meat box" to my vegetarian sister and I am angered that they charged my checking account without the sign up process being clear about my automatic charge.Desired Settlement: My desired outcome would be that my money for the week I did not make a meal selection the company charged me be refunded.

Business

Response:

Hi [redacted],I have reviewed all of the information provided and the previous emails. When I look into your HelloFresh account to get a full grasp of the situation. You signed up for a Classic box, not a veggie box, at check out. A veggie box is $59 and does not include meal choice. Meal choice is only available for classic box subscribers. It states this in our FAQ's. The first box that was delivered had meal choice made by you. One of the agents was incorrect, you did not get the Chefs selections which is the chicken, beef, and seafood/fish option. You chose the seafood, pork, and veggie meals. Classic box subscribers always have access to at least 1 vegetarian meal. This may be where the confusion was. All 3 meals are shipped at once and in the same box. There is no where on our website that indicates that meal choice has anything to do with getting a box. At checkout we inform you we are a reoccurring subscription and if you do not pause or cancel by the Wednesday the week before your next delivery you will be getting a box on the chosen delivery day every week. It is unfortunate that you did not make meal choice for your second box which will be our Chef Selections, however, we have not made any error here. The account is for a classic box, the meal choice was made by you, and you would have gotten a confirmation email confirming those choices as well. The account was not cancelled by our cutoff. The first box was delivered on 6/** which is a Tuesday and it was well within the time we could have cancelled the subscription or changed it to a veggie box. However, your email did not come until Sunday 6/** which was too late for us to make any changes. For these reasons, we cannot issue a refund for the box. What I can do is add to the credit originally offered as a courtesy and change the subscription to a veggie box. So I will put the value of the 2 non-veggie meals you got with the first box to your HelloFresh account and change the cancelled subscription from a classic to a veggie so should you choose to use your credit you will be getting a veggie box with $46 of credit applied to it. I am sorry that I cannot do more and I do understand your frustration but again, HelloFresh did not actually make an error here.

Consumer

Response:

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,

Review: Hello Fresh is a meal delivery subscription service. I received a promotional voucher code to activate the subscription for 3 free meals. My subscription is titled "3 meals a week for 2 people" on their website. I concluded that I would receive 1 week, or 3 meals for free. My initial bill was 50% off and the 2nd week was billed at full price. I thought there was an error on their part so I contacted customer service. They're response was that the discount is for 50% because 1 week is 3 meals for 2 people = 6 meals. They told me the promotion code does seem misleading and that they have received a lot of complaints but refused to refund my money.Desired Settlement: I would like my refund of 50% off my second delivery. I would also like them to stop their deceptive promotion. I will be canceling my subscription and taking my business elsewhere.

Consumer

Response:

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

Who knows if they are any good? Free trial was never delivered, and before we could straighten that out, they charged my card for another week, which was never delivered. They made up a story about how they delivered it. They never sent delivery information. I lost a lot of money to this company. It's a scam.

What a terrible experience. A service we may have considered in the future we will now never consider and I will discourage others from ever using. We received a free order gift from family. As many others have said, they manipulatively require your bank info and charged us again. And because the order has supposedly already shipped, they refuse to refund the money. I'm sure this second order will be filled with soggy disgusting boxes and expired rotten food once again. This company is appalling and I will discourage anyone j come across from using them. I am so upset by thieving companies such as this. To top it off, the customer service representative was entirely rude. Unreal.

Review: I originally liked Hello Fresh, but found the meals too high in carbs for my liking so I canceled my subscription. I received an email to try it again at 50% off so I tried it for another week to see if I could find healthier meals. To my surprise, I was charged for two boxes. I called customer support and they stated I had two accounts. They refused to refund the order so I canceled BOTH subscriptions. I only responded to their email to try it again, so why they created two identical accounts and shipped two identical orders is beyond me. The fact that they will not refund their error is not acceptable. I would never recommend this scam to anyone!

Consumer

Response:

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

They use very deceptive business practices. I used the service once and then used it a second time with a coupon. However, unknown to me they created a second account under my name when I used the coupon. This resulted in my receiving one double delivery. I immediately cancelled my account as I thought they were just sloppy and made a mistake in sending me (and charging me) for two boxes in one week. However I just received a box from them this week, after cancelling my account and found out that they created two accounts for me because I used the coupon. Of course, after several emails explaining that I cancelled my order in good faith not having a clue about them giving me a second account, I still can't get my money back. Buyer beware, very deceptive business practices!

Review: On the website hello fresh advertises a clasic box as 10.75 per person/meal. When you try to purchase that box it opens up and further says 2 box 6 meal purchase totalling $69 and change.On the first page of the website advertisementit must say 2 peron 6 meal minimum purchase required for it to not be false advertisement.I have a $40 dollar coupon that should allow me to purchase 2 1 person boxes. When you go to purchase the clasic, with the $40 coupon it says I owe $29 dollars. They reduse to sell me 2 $10.75 and they refuse to give me back $40 for the coupon that was purched.Desired Settlement: Either allow me to purchase 2 $10.75 boxes or give me my money back.

Business

Response:

We are sorry you feel deceived, however, the website says "from 10.75 per person/per meal" then gives the option to view our boxes which informs you we have 3 recipes per box serving 2 or 4 people. It is not legally false advertising because 1. It is not an advertisement, it is part of information on our website not in an ad sent to you or viewed on television. 2. You do not have to purchase anything to see this information on our website 3. You did not have to divulge any personal information to find this information, the details of each box is not hidden and all information is completely disclosed prior to purchase. We are sorry you do not wish to use your $40 off coupon, however, we have not billed you for anything, forced you to buy anything, or knowingly deceived you into doing anything. We understand you do not like the wording but again all of the information about our company and our product is available to you prior to purchase. We apologize that you cannot get just 1 meal shipped to you but it is not how our subscription is currently set up and it did not cost you anything to find out this information.

Review: HelloFresh sent an email offering a free week of meals due to the fact that a relative of mine subscribed to their service. The email did state that HelloFresh was a subscription service with no minimum term. By the time I had received my first shipment, I had already been billed $69. Seeing this, I cancelled my subscription and emailed customer support. I was told that I had to cancel my subscription prior to even receiving the first shipment in order not to be billed $69. These are deceptive practices, and the customer support specialist assigned to me refused to issue me a refund, even though I am not accepting shipment of any more goods from HelloFresh, and despite the fact I have not been sent anything more by HelloFresh. These practices are deceiving, and consumer unfriendly, as well as the little recourse they give for people trapped within this program. I wish for HelloFresh to refund me my $69 and to change their business practices to not be deceptive.Desired Settlement: I wish to be refunded the $69 charged to me by their service for services not rendered and goods not received.

Consumer

Response:

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,

Review: I ordered from Hello Fresh because of a special offer card from [redacted] Magazine. Once my personal and billing information was given, I was charged for my first box of meals. It was my understanding that I would be able to choose the meals as well as the delivery dates easily on the website. This was not the case.....I could not change any preselected dates and today received my box, filled with meals that do not appeal to me at all. In the meantime, my [redacted] card has been charged $69.00 for my next box, which I have not selected or been able to modify the delivery date.

Calls to Hello Fresh result in being put on hold for 30 minutes or being told by a recording to send an email. Emails receive some strange automated response that never gets responded to once you reply. I am fed up!! All I want is to receive credit for the $69.00 charge as I have not received any goods for it. I would also like to terminate any and all association with this extremely unprofessional company.

Please help!Desired Settlement: Refune of the $69.00 I was charged for my "next shipment" which I have not even chosen or wish to receive. Seems fair enough to me!

Consumer

Response:

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,

I got my first box in the mail last week. The tomatoes in the box were rotten and I had to throw them out. I didn't think that I had set up an account with them until I got charged for another box. I went online to cancel but they conveintly had no record of my email address so I was not able to log in. I emailed their customer service and so far they have not been much help at all.

Review: On 11/**/15 I redeemed a coupon for a $40 discount from HelloFresh. My total charge for this was $29 and my delivery is scheduled for 11/**/2015. In reviewing my bank account today I noticed I had been charged the $29 on 11/**/15 and a second charge for $69 on 11/**/15. I immediately contacted HelloFresh to point out the error and ask that they refund my money and to be sure I would not get 2 shipments. The response from them was that they would not refund my money nor would they stop a second shipment. I replied that this was an unauthorized charge, I do not want 2 shipments on the same day and to please immediately refund my money and cancel my shipment. They replied they were unable to refund or stop that box. It is unacceptable that they have made an error and refused to correct it! There is plenty of time to remedy this prior to the expected shipment date!! 7Desired Settlement: I expect a full refund of $69 for the unauthorized charge.

Consumer

Response:

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