HelloFresh

Review: I had a discount coupon for Hello Fresh. So I decided to purchase a discounted box at $20 dollars. Also, shipping was included. It took a week or so for me to get a box. It was not bad. There was a good bit worth of food in it but and the recipes looked ok but I actually had to go out of town so I gave the food away. Regardless, after receiving it once, I realized I wouldn't buy it again especially at the normal price of $59. But today I received another box and was a bit flustered as to how that could happen. Then I checked an old email linked to my [redacted] page and saw a receipt from HelloFresh that I thought was just my $20 purchase. But it was actually a receipt for $59.00. I had not, at least knowingly, signed up for up it. When I called, the person on the phone said on the checkout page it said I signed up for subscription as if I had fallen for the trick. The thing is that I knew they want to sell boxes weekly to their customers and was looking to see if they were going to sign me up for more boxes but I didn't see anything that I was being signed up for a subscription by purchasing a trial box. I called today demanding a refund.

The one I received today was only refunded at 50% and another box to be shipped soon had already been billed but was fully refunded. But what I also found was that I was charged $15.65 for shipping of the first box in a separate bill. This is quite possibly the most illegal thing of what they did because it was a second bill that I never agreed to. It was a totally separate transaction, where they used my credit card against my will.Desired Settlement: I would like them to stop of the practice of throwing in the subscription automatic sign-up on the checkout page if it is even there because I don't remember seeing it. And also be fully refunded for the $59.00 box and $15.65 shipping transaction.

Business

Response:

· Customer signed up using a promo code for $40 towards her first delivery of our subscription service with [redacted] on January [redacted], 2015. · Customer received first delivery on February [redacted], 2015.· Customer was sent second box on February [redacted], 2015.· Customer was then scheduled for a third delivery on February [redacted],2015, but we were able to cancel that for her since the ingredients hadn’t been ordered.· In order to cancel a subscription, a customer must call or email us the Wednesday prior to their next delivery (for this customer, we would have needed the request by February [redacted], 2015 for her to not have received anything after the first box). · After this customer asked to cancel on 2/**/15, we cancelled her account, cancelled her last scheduled box and gave her a full refund. We also gave her 50% back on the delivery from February [redacted], even though the box was already delivered. 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 responsible for 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].

Review: I got the free offer from this business and I was told to cancel order by Wednesday midnight before package arrives to cancel subscription. So I called in and even tried to email.this business to cancel my subscription as I did not have access to internet at the time. I called on that Wednesday morning trying to cancel I was put on hold for 35 minutes and 48 seconds when I was originally told that my expected wait time was supposed to be 2 mins...then I got hung up on when it said my call was being connected. So I tried calling back again only to be placed on hold for a much longer period. I hung up because I had to go back to work. So I tried later that evening after work up until 9 pm and the same thing. So I finally decided to call again over the weekend and was on hold for 15 minutes and finally got a hold of a rude and obnoxious customer rep that said oh I do apologize for the phone and email issues...we have experienced high volume...in my mind im like ok that's no reason not to respond to emails etc...and in my mind im like ok so this is why im being charged for something that I tried to cancel ahead of time and that im not going to use. These people are scammers and ripoffs. I think they intentionally do not answer the phone so that people cannot cancel their subscription. I would like my 69.00 refunded to my card immediatelyDesired Settlement: Refund my 69.00 as ive never even used the 1st box...I am very displeased.

Consumer

Response:

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

Review: I found out this past Thursday (July **, 2015) via email that my checking account had been debited for $69 by this company for a box of their uncooked food. Having ordered one box previously, months ago, on a trial offer, I do not agree that any of their offerings are worth anywhere near $69. Also, they include pork in their meals which I don't eat. I tried to contact the company on Friday, July [redacted] 2015 to request a refund and they were not open. Their website doesn't offer business hours that I could see. First thing on Saturday, July **, 2015, I did reach a person by phone who promptly told me that there was no cancelling the current delivery and that "I was signed up for weekly boxes of their food" which isn't true, and that "there was no way to reverse the cost" that was just debited from my account. I had looked at my previous emails after not being able to reach them last night and saw nothing that indicated that I was going to be billed for another $69. I certainly haven't been billed for a weekly box as the person Aliya told me that I was. I have a problem with the way this has been handled and would like my $69 to be refunded to my [redacted] account ASAP. Their business practices aren't accurate regarding my account and I know that someone there in charge can do something for me in this case. Their only contact number is ###-###-####.Desired Settlement: I would like my $69 refunded to my account ASAP.

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 signed up to HelloFresh with a voucher coupon for $40 off on my first box. The website accepted the code, but my credit card was charged full price. I contacted their billing department and they refunded me the $40 coupon. Ok, hiccups happen, annoying, but luckily I checked my credit card transactions.

As I waited for the delivery of the first food box, I was excited. But it didn't arrive on the date expected. I waited a few more days and still nothing. I contacted the HelloFresh delivery department and asked what was up. I was told the food box was delivered on the expected delivery date and even given a specific time.

I thought something was fishy, so I contacted the management of my building and got ahold of someone to review the security tape to confirm delivery. It was a hassle to track someone down from my building to do this, but they finally agreed. We looked at 5 hours of film from several different cameras and while we did fast forward through it, it still took a bit of our time. We discovered that only the regular [redacted] mail was delivered that day and a [redacted] delivery far outside of the timeframe of the supposed delivery of my food box. In other words, the box just wasn't delivered.

I contacted HelloFresh again about this and they said "sorry, we'll give you a credit". By now, I'm fed up with this. The whole idea of HelloFresh is that it is supposed to be convenient and easy. This is definitely not easy, so I asked that they just refund me the rest of the amount of my first order, because this just wasn't working out. Instead, I received notice from [redacted] that "according to our policy we are not allowed to give refunds for boxes that have already been sent to the respected address." HelloFresh didn't deliver anything to my address and initially, I thought it was the delivery service that was at fault, but now I believe it's the company. This business is sketchy and I see from the many complaints here at the Revdex.com, that I'm not the only one.Desired Settlement: Refund $19 owed 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.

HelloFresh refunded $19 to my credit card. Thank you for your support!

Sincerely,

Review: I originally signed up because it was a one time Internet deal for $25, so I thought I'd try it out. The first box was ok, but not worth the normal $69 price. I knew I'd be cancelling. Apparently there is a Wednesday deadline for cancelling the next order. I canceled at 8 AM Thursday, just hours after the deadline. It's not like the box was out for delivery. That box wasn't actually sent out for delivery until 6 days later. There is no reason a refund couldn't have been processed, or at minimum discounted to a reasonable amount. I issued three complaints, one each via website chat, email, and phone. The chat and email shortly mentioned the Wednesday deadline and said there was nothing they could do. I work in customer service. There are always alternatives. The phone call was worse. I was put on hold before they could take any information, then hung up on after about 45 seconds. Ridiculous.

I expected more from a promising company. It's obvious from their ratings here they need much work on their service. It's atrocious.

I wasn't even looking for a full refund. Any kind of reasonable offer would have been ok.Desired Settlement: I would have been happy with a 50% discount originally, especially after the box was out for delivery. However, given the fact I canceled only hours after the deadline, well before be box went out, the incredible lack of empathy for my situation, and the lack of any compromise whatsoever, I feel at this point only a full refund would be acceptable.

Consumer

Response:

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

Review: A friend referred me to Hello Fresh for a free sampling. I placed the order and was not satisfied with the food and the pricing for the food was not worth it. I did not want another order; however, when I arrived home late last night I found an unwanted delivery and a charge to my credit for this week and next weeks order. I called Hello Fresh to express my complaint and was told its in their terms and conditions that I agreed to. I disagree with Hello Fresh's response because I feel like they set you up by delivering and charging without your request. I have done Peapod for years and they would never send an order and charge you for an order you haven't even received yet without authorization. I told the Hello Representative that I was dissatisfied with their product and would send it back and she told me they could not accept it. The only resolution she could offer was to cancel the future order and those charges. The only email notification I received from them was to pick my order which I did not because I did not want an order.Desired Settlement: I do not believe Hello Fresh is acting in Good Faith and I would like a refund for a product that I did not want. I was supposed to be able to pick the meals I wanted but when I didn't they sent their own selection. This just seems like a gimmick to me.

Consumer

Response:

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

Review: 2 failed delivery the first time I did not get the product as promise. So I agreed to keep a credit and it to be applied on my next purchase they were supposedly over on 2 January they told me it wasn't delivered because it was a holiday never got it on Monday Tuesday or Wednesday today is Thursday I called to get a refund on my delivery and they said they're not able to give me a refund for the food I have never gotten . I called my American Express card to dispute the chargeDesired Settlement: refund my credit card

Review: I received my first order from Hello Fresh on 9/**. I was unable to made one recipe as one of the main ingredients was not ripe (mango) but the raw shrimp had to be used up so I could not wait for the fruit to ripen. I did not feel the meals were very cost effective. I visited the site within a couple of days and cancelled my subscription. I was fully aware I would receive one more box and I did, on 10/*. This order contained a badly bruised potato but the rest of the food looked okay. I did not complain because it was to be my last box. Today I got notification that my [redacted] account had been charged for yet another box to be delivered on 10/*. I immediately emailed them and so far have only received the confirmation that the email was received but no response. I put in a claim with [redacted].. no response. I reached out on social media and got immediate response that the "team" would be reaching out to me. They have not. I will not accept delivery of another box.Desired Settlement: I want a refund of the 69.00 charged AFTER cancellation and a partial refund for the two boxes I did receive that had food I could not use. I want my account CANCELLED as requested and confirmed by Hello Fresh.

Business

Response:

On 10/*, one of the customer care agents helped the customer and cancelled the last order. She should have received a refund within 3-5 days of that interaction. This case is closed.

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,

Hello Fresh charged me full price - they did not apply the $40 discount as promised. The delivered the wrong food on the wrong day and 2 of the 3 meats in the order were spoiled. The hamburger package opened up and there was blood all over the interior of the box, include the fresh produce. I called and emailed the company numerous time to request resolution to this matter. They did not respond. I've had to file a dispute with my credit card company for a refund. Customer service is nonexistent.

HelloFresh was highly recommended by a family friend. Unfortunately, my first experience was riddled with zero communication and unfriendly support.

My first HelloFresh box was scheduled to deliver on Friday 08/**/2015 and did not arrive until Monday 08/**/2015. This means that the "fresh" ingredients, which included chicken and pork, had been sitting in a non-refrigerated or non-temperature controlled environment for 72 hours.

HelloFresh does not provide customers with a carrier PRO number or tracking number to following the shipments movement, so I was unable to call the courier to find out where my product was. I also received zero communication from HelloFresh advising that there would be a delay.

I emailed HelloFresh with my concerns on Monday 08/** and did not receive follow up. On Tuesday 09/** I called and spoke with a representative who was less than helpful. She advised that she would credit my account with $69 on my next box. After this first experience I did not want another box. I was advised that by agreeing to my first HelloFresh ingredients box I was subscribing to their weekly service.

The HelloFresh website advertises a "Flexible Subscription" which leads consumers to believe they can decide when/how often they want to order a box of ingredients. The customer service rep advised this is not the case.

I finally asked for management. After being on hold for 10 minutes I spoke with a gentlemen who was a bit more helpful. He advised he would refund my credit card for the shipment that was destroyed/late as opposed to crediting an account which I promptly would delete. But because I had not opted out of my locked in subscription (FALSE ADVERTISING) I would have to pay for the second box that was scheduled to deliver 09/**/2015.

I advised the manager to delete my account. I had to have a company representative delete my account because any time I tried to log into the HelloFresh website there was no option to do so. I have screenshots from all areas of the "Account Management" tab to prove this is the case.

All in all this was a horrible first experience and I wouldn't them to anyone.

I have had a very positive experience with HelloFresh. We began their weekly food delivery service over 16 weeks ago and have had only one minor hiccup which was promptly addressed and corrected beyond my satisfaction. The company's delivery policies are plainly detailed on their website as well as detailed information for pausing and/or canceling service. There is a weekly deadline to submit changes or cancellations. If you make that there are no problems. Every box of food we have received has been fresh and well packaged. My family loves it! I have and will continue to recommend to family and friends.

I have been using Hello Fresh on a regular basis since the middle of November 2015. The first time I used them was because I had a coupon for a free box - 3 meals for 2 people, that is what I got and it was delicious! Before I even received that first box I had paused my meals for the following week but un-paused them as soon as I made my first meal. I have received nothing but fantastic customer service, communication and unbelievably fresh, wonderful meals. I have referred friends that have begun to use Hello Fresh as well and they have had a positive experience as well. I came here to write this because I recommended Hello Fresh to a friend but that friend said they saw some negative comments here on this site. I know that folks are more likely to complain when they are upset than they are to give praise when they are happy with something.

Review: I received a gift card for Christmas for 3 free meals from HelloFresh. In order to redeem the gift, I had to enter my Credit Card information which should have been my first clue that I should not transact with this business. I received my 3 meals with various ingredients missing. The company than charged my card the next week claiming I had signed up for weekly deliveries which I did not. I sent a compliant to the company, but the charge was not removed or reimbursed and instead I had to have my CC company block future charges. HelloFresh rep told me they could not cancel my card but I could postpone payments online. There is no cancel option online only the ability to postpone for a few months at a time then they will try to charge your card again. I receive 5 emails a week that HelloFresh has tried to process a payment to my card. This is a huge scam and the service department is unable and unwilling to address compliants in a satisfactory manner.Desired Settlement: Please remove my credit card information from your files and change your policy so that patrons can cancel services at will, instead of being bound for life to an invisible delivery contract we didn't sign. Also, do not make customers enter their credit card info to redeem a gift card in the first place.

Review: I signed up for the service for one delivery and it was shipped to me. I then tried to DEACTIVATE the service, but two subsequent charges were made against my credit card and I received one delivery for the two charges. I tried again to deactivate my account, but while logged in, I no longer had access to deactivation. They sent a notice today that I was getting another shipment and will be charging my card.

I phoned the company and was cut off from a recorded message repeatedly. I have, to date, been unsuccessful in reaching them by phone. I have also tried to email and have not yet received a response from them.

I have contacted my bank to try and dispute the charges and cannot block future charges without having my credit card reissued with a different number.Desired Settlement: I would like all charges refunded to my credit card and all future shipments and notices (which I got even when they did not ship product) ceased.

Consumer

Response:

At this time, I have not been contacted by HelloFresh regarding complaint ID [redacted]. I did receive another shipment from them (after they had admitted to cancelling my account) and I had it return via [redacted]. I kept the [redacted] tracking number and called the company to give them the information when it was received back to their location. They still have not credited my account with any of the billings the have placed on my account.Sincerely,[redacted]

Review: I ordered a meal delivery box which arrived wet, soggy and holes ripped in the box as the ice packs to keep the food fresh were melted. Items in the box were spoiled. The company has not responded to emails and does not answer their phones.Desired Settlement: I want my money refunded.

Consumer

Response:

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

Review: I was sent a 1 time gift offer to Hello Fresh. The offer required entering my credit card information. There was no clear disclaimer indicating that I would be required to subscribe for a minimum of 3 additional full payments. I am now being billed without my consent.Desired Settlement: I would like the false charges to be removed from my bill. I am also calling my credit card company to try to block the billing.

Business

Response:

Hi [redacted],The free box code you received is a free fist box. We are a subscription service and at check out we inform you of that. You agreed to our term and conditions when you checked out. We do not have any minimum box requirement, however, because we are subscription, if you do not cancel you will continue to be billed for and shipped out boxes. I have attached a screenshot of the final check out page that explains that we a subscription and when we bill. It does say we are a subscription on multiple pages on the website but it is especially made clear before you check out. We did not receive any communication from you until 7/**. We cancelled your account at that time and you will be getting your final box on 7/**. I understand that this is not what you wanted but you reached out after the cut off and we cannot cancel this weeks box. You will not be getting any more charges or boxes after 7/** because you subscription is cancelled. We cannot issue any refunds in the matter, we are sorry.

Review: I charged my original order to hello Fresh with my [redacted] Credit account.. After my first order . I went on line and put a pause on delivery as I wanted to wait to see if I liked the food and if the price was ok for me.. I did not realize they would only hold off a week. So they started up with out my knowing. They charged me $69 but they did not charge my [redacted] Credit accouint as the first order. Somehow they charged my regular [redacted] account which did not have any money in it and so it went right to may bank . which caused me $111 in nsf fees. Hello Fresh did refund the $69.. The bank refunded $37..IF hello frese had not taken the money ou( used the wrong payment method)t in the first place there would have been plenty of money for my other withdrawals. But because Hello Fresh took that money, what little I had was gone.. I believe Hello fresh should refund my bank fees. They have refused. I am on a very small limited income.and $74 to me is like $740 to a normal person. They need to refund this money.. I will be sending a letter to the company also and using other sites to tell my story.Desired Settlement: Refund the bank fees to me . And fix your pause ability

to keep it paused till the person says to start.Not just for one week

Business

Response:

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.

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:

[Your Answer Here] I am still out that money. [redacted] says it is not their fault and hello fresh says it is not their fault. And I am penalized $74. I think that Hello fresh or [redacted] ought to .just show some iota of fairness and give me back the funds that one of them caused me to lose. Yes, I am still fighting with [redacted] on this too. I will quit fighting for my rights with Hello Fresh because it is wasting my time. But I will never quit telling anyone that this comnpany is unfair .

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

Sincerely,

Business

Response:

I apologize that you are unhappy with our decision but again, we could not have charged and account we were not authorized to charge because we do not have any information other then the information provided. We are a subscription service that outlines our billing policies and cut offs. I have also attached the final check out page that explain when we bill and when you need to pause or cancel by. Also in the "managing my account" video on pausing it explains that every green box is a date that you can pause. We try very hard to make our subscription as flexible as possible within the confines of our terms and conditions. I am very sorry that [redacted] is not being of more assistance but we cannot issue any further refunds then we have already done. We apologize for this inconvenience.

Review: Terrible customer service. I had paused my account for what was supposed to be a month and ended up only 2 weeks, and then went to deactivate it only to find out I would still be forced to take one more shipment that I do not want since it was not done in the correct amount of time. I asked why I had not received an email the week before if I was to select a menu for this box, and I was told that if your account is paused they do not send emails. They refuse to credit my credit card and will only issue a $20 credit to my account which is deactivated. Neither of the boxes I had received from them were correct, they either did not have the right ingredients, not enough ingredients or the wrong meal all together. When I called them, they said there was nothing they could do. The supervisors were no help and do not seem to care if you are satisfied or not. Beware before you do business with these people.Desired Settlement: I want a refund for the box they claim they could not cancel and I cannot return.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding HelloFresh has been resolved. While they claimed that they did nothing wrong, they have refunded my money and canceled my subscription.

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

Sincerely,[redacted]

Review: This has to be the worst company I have ever experienced. Box received with blood from the beef everywhere inside the box not allowing me to eat any of the stuff. I contact customer service expecting that they will quickly take care of the matter instead I receive someone who really didn't want to be there who told me she would be willing to give me a credit on my next box of $26 but I would still have to pay $46 and then when I continue to tell her that was a ridiculous idea she said well hold on and then came back and said I guess I can credit you a box. You sent me a box with raw meat all over my cooking ingredients and that is all you can do. Shocking! I was then told she was reactivating my account in order for me to get the credit. It should only take a few minutes and I will receive an email. It's been hours! I called them back only to wait online and then be disconnected. Very disappointing!Desired Settlement: Refund me the full amount spent for the service by taking responsibility.

Review: HelloFresh contacted me in September asking me to give their company another chance. I was told that I would be able to go to their site anytime after October [redacted] and start receiving meals. I was charged on October [redacted], which cause my overdraft to kick in, and I was charged $12.50 for the transfer.

I called HelloFresh to ask them why this was charged. They said it was set up in their system for me to start receiving meals for the 13th, and that the charge and order go through the week before. I informed the representative (Regina) of my financial situation and she said she could cancel the order, but not the charge. I then attempted to at least change my box selection from Classic to Vegetarian. She did that and sent me an email confirmation.

Today I received my meals, and THEY ARE THE WRONG MEALS! I received the Classic box meals.

I called HelloFresh today, October [redacted], and spoke with another representative, who informed me that I can only receive a $22 credit toward my next purchase. I WILL NEVER ORDER FROM THEM AGAIN! I am requesting a refund back to my credit card for either the $22 or at least $12.50 to compensate me for the fee charged by my bank. Thank you.Desired Settlement: I would like either the $22 credit they were going to give me toward my next purchase refunded to my credit card or at least the $12.50 that my bank charged me, refunded to my credit card.

Consumer

Response:

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