HelloFresh

Well I expected more from hello fresh. I signed up for the free meal received a notice I need to pick my meals for the week, picked meals and looked forward to our meals. I was let down with the quality of the meals and the ingredients and thought that was that. Until I received a box out of the blue. Ok maybe I missed the fact this was a subscription somewhere in 4 font on the website, but they never sent me the email to pick my meals. If they had I would have known this was a subscription and cancelled. They work with this shadey business practice to make sure they can hit you with full price box. They can't prove they sent this email to my address or refund me for this box of [redacted] meals I don't even want.

Run away from Hello Fresh as fast as you can, the only thing worse than their bland meals is their terrible customer service!!!!!!

I know why this company is Revdex.com accredited. Please do not order from this company. I had a gift card and I used it to order a box. I received the 1st box with no complaints. The second week I received another box that I did not order! I was out of town when it was delivered and it sat on my porch for 3 hot days. When I called to talk to them about this issue - they said I could not get a refund because I enrolled in an automatic "subscription". I also told them the box was not edible and they said they would send me a new box - no refund. I still have not received the replacement box and it has been 3 weeks. They did stop my subscription "that I did not order". I had a gift card!!! They are very rude on the phone and will not work with you. I just wanted to try out my gift card!!!

Review: I placed an order for a food delivery box from Hello Fresh. The initial order not only late but also the box was badly damaged and the food was no longer consumable. I took pictures of the box and the [redacted] delivery person suggested that I refuse to accept the delivery. I called Hello Fresh today to inquire about a refund for the damaged box. I was told by the customer service representative and her supervisor that they did not issue refunds only credits to be used for future deliveries. When I indicated that I canceled the service, I was told the only way I could get my money back was to take delivery of another box. The supervisor tells me that because I refused the shipment that they could not refund my money. I was also told that the food may have been ok and that I should not have refused delivery. The top and side of the box was black with mildew and the contents of the box had been exposed to the summer heat through the large tear in the box. There is no way anyone would feed what was in that box to their family.Desired Settlement: I paid $89.00 for this box and I would like to be refunded for it.

Consumer

Response:

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

Review: I used the HelloFresh service in June and was not a fan. The pizza I was sent was disgusting. The veggies were bad. The whole thing was a total bust. I went online to cancel my account. The only way which I saw would allow me to cancel was their calendar feature that allows you to preview the next 8 weeks of delivery, and I cancelled all of them, assuming all of my future planned deliveries were stopped.

Two weeks ago, my neighbor informed me I received a box in my apartment building entryway that I hadn't claimed. I wasn't even home to cook it, so of course I never would have ordered this box (besides the fact that the food they send is terrible quality). I promptly emailed customer service, who informed me that after my canceled 8 weeks, they "automatically resume" your account. I did not agree to have it resumed, nor was I even notified. They are taking advantage of people storing their credit cards and using this information entirely inappropriately. The customer service rep Bryonna informed me she wouldn't be refunding me and she could not help me further. AmDesired Settlement: I would like to be fully refunded for the cost of this delivery, which I did not order or ask for.

Consumer

Response:

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

Review: I ordered a box of Hello Fresh all the recipes are gross, not gluten free a,d the box arrived on Thursday. I called to cancel my next shipment and they told me I was too late and I was already in process, a label was made already! I told her to shred the label, cancel the order and refund my money! They refused. She said the deadline was Wed. I did not even get my food until Third and it's Saturday and we have not even cooked the food yet. Looking at the recipes and ingredients we really are not looki,g forward to either! We are gluten free and it did not give us the option to pick out food or the ship date on our first box ( or 2nd apparently)even though the Rep said it does. So now my account is over drafted, the food is gross, not gluten free and they won't issue a refund, I feel scammed. They told me I agreed to their policy. Well their policy is twisted. I would think that the customer should be satisfied over a policy. Both the Rep and the manager refused to help me.Desired Settlement: I'd like a refund!!

Consumer

Response:

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

Review: The first week I used Hello Fresh, the food was delivered without issues. Every week after that it has always arrived late and partially unusable. At first, they were great about addressing the issue and even giving me credit for the next week's subscription. This latest delivery should have been made on this past wednesday, 12/**/2015. I was sent an email on notifying me of a delay in delivery, however the delay would be for 5 days, on perishables. I notified the company, on 12/**/2015 of my dissatisfaction and the rep offered a $10 credit and to close my account. I asked for the account to be closed (which finally happened today 01/**/2016) but asked for a refund for the amount of that week's delivery, $69.99, since it will be unusable by the time it is delivered. The company has issued me a $10 credit for their service, which is useless since I've asked to close my account. They have not offered a refund of $69.99 for their unusable product.Desired Settlement: I would like to be refunded the $69.99 for an unusable product and not have to deal with this company any longer.

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 paid for and used a [redacted] voucher to receive a two-week subscription for the Hellofresh food delivery service. After the [redacted] expired I was charge on Jan [redacted] and Jan [redacted] by Hellofresh for products I did not request.Desired Settlement: Refund of all money charged to my [redacted].

Consumer

Response:

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

Review: The name of the Company is HELLO FRESH. We pay premium price (quite expensive when compared to grocery store price) for the convenience of having FRESH products delivered to our home. With my very first delivery of a box for 3 meals, I received two CANS of beans. As far as I am concerned, canned food is not FRESH food. I felt like I was misled to believe that the products would be fresh. I called trying to cancel the following weekly order, three days before the order was supposed to be delivered, only to hear that they will not cancel the order because they require a 7 days notice. Any company can cancel an order if such order has not been shipped yet. I feel ripped off. I told them to reroute the order to themselves. I can buy canned food at my groceries once every 6 months. That is not an inconvenience.Desired Settlement: Full price refund, for the not yet shipped but already charged mechandise.

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. 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,

Review: I ordered a HelloFresh box discounted trial with a discount certificate I had earned through another company. It was supposed to be a discount on one box to be able to test the service. HelloFresh operates under the model where they take your credit card up front and force you to accept a "subscription" in order to even just try one box. I did this, but I immediately put the remaining deliveries "on hold" so that I wouldn't be billed until I knew whether the service was something we wanted to continue with.

Our box came, and we decided we didn't want to continue the service. (In all honesty, I got food poisoning and was dreadfully sick for 24 hours from one of the meals provided, but that's not even the reason for this complaint.) I went to the HelloFresh website to cancel our subscription and found it incredibly difficult to do so. They intentionally bury the cancellation options and you have to click through several screens even just to find it, and then once you do you are forced to go through several more screens confirming over and over again that "Yes, I REALLY want to cancel".

I finally jumped through all their hoops and canceled our subscription. This was during the week of September *, 2014. I received a cancellation confirmation email from them, which I saved for a while but deleted about three weeks ago in a monthly purge of my inbox - I hadn't heard anything from HelloFresh since that email, so it seemed that everything was fine and it seemed safe to clear out the email.

Then on November *, I was reviewing recent charges on my credit card statement and found a $69 charge on October ** from Hello Fresh. I immediately tried to contact the company but, again, they make it incredibly difficult to do so. Upon logging back into my account, I saw that my subscription had been reactivated and that I am scheduled to receive another box tomorrow.

When you are subscribed to the service, the company is supposed to send you an email each week asking you what options you'd like included in your box for that week. I never received any such email (and no, it did not go to my spam folder, which I check and empty every day). If we had received this email, I would have been made aware that they had reactivated our subscription, and I could have addressed this BEFORE they charged my credit card. As it is, if I had not looked at my card account online this morning, I would have had no idea until a box of food arrived on my doorstep tomorrow afternoon.

I emailed the company (the only option they provide on their website) to ask them to cancel the account AGAIN. I received an automated response saying my concern would be dealt with in 72 hours. Obviously this will be too late to stop the shipment, which I do not want. The last one gave me food poisoning. There is no way I'm eating anything they ship.

In the automated response, there was a phone number (finally!) buried in the fine print in the footer. I called the number during their stated customer service hours, but was greeted with a recorded voice telling me to send an email, and no option to leave a voice mail.Desired Settlement: At the barest minimum, I want the credit card charges reversed immediately. I also want an email from the company stating very clearly that they have canceled my account permanently, and that they have deleted my credit card from their system and that they will never charge that card again. I want this in writing.

Ultimately, I also want them to provide proof to me that they have changed their website and their deceptive billing practices. A customer should be able to clearly and cleanly cancel their account at any time by just clicking an easy to find button.

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 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.

Review: Signed up for their weekly delivery service around 8/**/15. Canceled my account around 9/*/15. There was no indication on their web site that this cancellation is actually just an 8-week temporary pause. I DID NOT RECEIVE ANY EMAIL to confirm the cancellation, or 8-week pause as they claim. Without any notice to me, NOT EVEN A SIMPLE COURTESY EMAIL, they started delivery again and charged me sums of $69 on 10/**/15 and 10/**/15. Called them on 10/** to request a reversal of these charges. They did not agree, and I had to resort to calling my credit card company.

I advise all future customers to stay away from this very dishonest company.Desired Settlement: Stop their dishonest practices. Instead of spamming customers with "newsletters", you should email them useful information such "your cancellation is really just an 8-week hold" and "Oh hey, we're about to start charging your credit card again next week after 2 months, maybe you should know"

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.

Review: HelloFresh sent me a box of food that I did not order and did not want. I spoke with a manager, Whitney, and she insists that the company cannot refund the $69.00 and that there was nothing "they" could do to assist me with this order. I did not receive notification of the shipment or receive any requests for meal selection.Desired Settlement: I would like a refund of $69.00 on my credit card.

Consumer

Response:

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

Review: Dear Hello Fresh,

I purchased a [redacted] for 2 weeks of food and was so excited to receive my first meal. My first order did not arrive. Disappointing. I spoke with someone and thought I corrected the issue. I explained that I purchased a [redacted] and you Was assured that the [redacted] would be honored. I received my first box 3 weeks after my initial purchase. It was great. Then I received my second box. I have loved each and every meal. Unfortunately, I was charged a second time for that box. I have emailed the support team several times and the first response I received was that it was a valid charge. Since the customer service team did not take the time to research or read my initial email, I wrote a response explaining how a service that was suppose to make my life easier and less stressful has actually accomplished the opposite. I have requested a refund 3 times to my credit card that was charged without my authorization and the customer service team has denied my request in a round about way. I am so disappointed with the customer service and will not be recommending your company to anyone. Unfortunately, they have lost my business due to your illegal practice of charging credit cards and their philosophy of ask for forgiveness instead of permission. Shame on you Hello FreshDesired Settlement: I want my credit card refunded to my account as requested I my last two meals sent to customer service.

Review: I had 2 subscriptions under my name that were on pause their site says you can indefinitely pause but I was charged off both accounts the representative [redacted] said after 8 weeks it automatically un-pauses, I searched the site thoroughly this is not disclosed anywhere. I said I didn't order either of these and wanted it cancelled. I would not have order from them again as the produce has arrived bruised and damaged before every time.Desired Settlement: I want both charges of $69.00 refunded and the accounts cancelled immediately.

Review: I subscribed to this service yesterday and went to select meal options as it was stated that you could do that. I have picky eaters and my family has dietary issues so I wanted to make sure they could eat the meals. Once logged in, I couldn't change meals and emailed the customer service people only to be told that I can't change the meals with the family plan.

I cancelled immediately and I've been trying to contact them to reverse the funds. I called and was told I couldn't get a refund because the delivery was going to be made on 1/*, and it is actually going to be delivered on Tuesday per an email I received. Another customer rep said they have strict guidelines for Wednesdays at 11:59 pm and I cancelled within that time. I want my money back since the delivery hasn't even occurred and there is ample time for it.Desired Settlement: Money returned to [redacted] account. I also have a dispute through [redacted].

Consumer

Response:

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

Sincerely,[redacted]

Review: I bought a Groupon for Hello fresh for 2 deliveries of 6 meals per delivery. The box seemed to be a good deal of food because it was so heavy. The 'weight' turned out to be 5 ice packs. The food was scant and in no way an adults size serving. I was worried when the delivery tracking showed it had been at least 3 days since it left the packing station. My fears were confirmed when I noticed the sandwich bread already had mold on it. I didn't even open the 2nd box since I was worried about food safety.Desired Settlement: I am willing to chalk this up to lesson learned if they honor my cancellation of their services.

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,[redacted]

Review: I ordered product from HelloFresh and set up a delivery date. Realizing that date fell on a holiday and that I had set up delivery at my work address, I contacted HelloFresh and set a new delivery date. However, the change was not made and the food was attempted to be delivered on the holiday. It went bad over the weekend. I called and was told that they could not refund my money but that I could place another order and be credited for it. All I had to do was go online and place this order. Unfortunately, my password would not work. I contacted them online multiple times and was given a link to reset my password. The link did not work. It required my old password in order to set a new one. I contacted them, again multiple times, requesting that they either fix the password issue so I could order or refund my money. Now they simply don't respond.Desired Settlement: At this point I just want my money back.

Business

Response:

We've refunded the customer.

Review: I was billed for 2 deliveries and none of those have arrived to me. I received a package today that was not packaged correctly and the ice packs were busted and had spilled all over the fresh produce in the box. Also the food was not cold and unsafe to eat . I have been in contact with Hello Fresh employees Maria, Kerifa, and Jeroen. (Whom are all in a Management and all refused to issue me a refund. I requested for the director Jeroen to give me a call back and he has not. Instead he instructed his employees to remove the credit from my account. Which was not really a credit because my card was charged on 7/** and again on 7/** and I never received those boxes. Please help me stop them from taking advantage of anyone else.Desired Settlement: I would like to be contacted by Jeroens Manager since he is the Director of customer Service and he is intentionally not giving me money back and instructing his team to not do so. They owe me for an additional week. Again I paid for 2 weeks of food and have not received anything.

Review: I had a food delivery set up for Friday 2/**/2015 with Hello Fresh. Their policy regarding changing or canceling deliveries is written on their website and copied here exactly as written:

"The cut-off for any pauses, order restarts, address and box type changes made online is midnight on the Wednesday before the next delivery. Emails need to reach us by Wednesday 11:59pm."

I attempted to cancel this order on Saturday 2/**/2015 on their website. It would not allow me to do so. I then sent an email asking to cancel the order and provide me a refund of the already charged price on 2/**/2015. Their customer service representative responded that they could not do so because I was not within the cut off period. I explained that I was completely within the cut-off period as it is written on their website because according to that policy, I have until the Wednesday prior to the delivery to make changes or cancel the order. That would mean I had until Wednesday 2/**/2015 to do so. All of my attempts to cancel were prior to that date.

The customer service representative explained that their policy really means the Wednesday of the week before even though it doesn't say that. I explained that the company should not expect people to read between the lines especially because everything is done via web and per what is written on their website, I have every right to cancel the delivery and receive a refund. The customer service representative responded that they would not make the change and refund my money.Desired Settlement: I would like the delivery stopped and my money refunded. I also would suggest that they re-write the policy on their website so that it is clear what they expect of customers who want to change or cancel orders.