HelloFresh

Review: I had a gift card that I received from a friend that I have used on the hellofresh site, the gift card was specifically for a one time order, not a subscription. This was also confirmed when I was checking out. However, hellofresh placed me on their weekly subscription list without my authorization and started to charge my credit card weekly. I have de-activated my account and have called the company immediately to resolve this issue. I have been placed on hold and transferred from one person to the next, without any resulution.Desired Settlement: I need my subscription to hellofresh cancelled, and my February charges refunded since they were done without my authorization.

Review: The subscription process is difficult and buggy, somehow multiple accounts (for one email address and account id) were created and I needed to call customer service in order to successfully create a single active account. Anyway, I cancelled my subscription to hellofresh two days after receiving my first box on 12/**/15. The food was fine, but overpriced for the needs of my family. Then, on 12/**, I received an email from hellofresh stating that a friend of mine had granted to me a free box of hellofresh so I went online to try to accept the free box. Midway through the order process, a message indicated that I was not eligible for the free box given that I was not a new customer. On Saturday, 12/**, I received a box of hellofresh. I assumed my free box must have been processed somehow, given the unreliability and unpredictabilility of the ordering/subscription software. Today, on 12/**, I received ANOTHER package of hellofresh (which I did not want, did not expect to receive, did not choose meals for, etc...), so called customer service immediately to make sure they stop delivering these packages, given that my account is inactive, and asking not to be charged for the weeks that I did not order. I was told that the 12/** delivery was free and unless I could provide a confirmation email confirming that my account was cancelled, they would still bill me for the most recent delivery on 12/**. I did not receive any email confirming cancellation of the account, but I am confident that I deactivated my account and saw the status that indicated that at that time. I believe it is ludicrous that I be held responsible for finding and providing an email that for whatever reason was not generated by their system and not sent to me. the hellofresh system is quirky and difficult to navigate. I am not convinced that this is not by design in order to make it difficult to cancel subscriptions successfully. I am simply asking not to be billed for the boxes that I did not want to receive. This request was denied by the customer service agent and then by the manager.Desired Settlement: I would like to be refunded the $69 dollars charged for the order delivered on 12/**, which I did not want and did not expect to receive. I have already been told by customer service that the 12/** delivery was free.

Consumer

Response:

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

Review: On Friday, November *, 2015 I was charged a total of $69.00 out of my checking account. I had paused this week for delivery, but was charged anyway. Before Hellofresh changed the face of it's website, when I paused my weeks, it would ask the reason. As usual, this time, I selected "I want a box ever so often". After calling the contact number provided on Hellofresh's website, I received an error message stating that there were no phone services at the time. When I e-mailed my concern, a representative by the name of Dawn informed me that after 2 months of pausing deliveries, Hellofresh automatically generates a box, thus charging me $69.00. I found this to be quite ridiculous as there is no policy that states this. It was even more unbelievable because why would I be given the option to get it "ever so often" to turn around and be "automatically" charged? It defeats the purpose of that being an option.

When I responded to Dawn, instead of Dawn, I got a response from another representative named Susan P. She also stated that she would not do anything to resolve the issue. I am out of options! What they did was absolutely backwards. Though I paused that week, they charged me automatically without my consent or confirmation and I would like for this to be solved.Desired Settlement: I would like a full refund of the billed amount.

Consumer

Response:

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

Review: Out of the 12 meals, I have received from Hello Fresh, I have only been able to prepare one successfully due to spoilage of food, open and leaking chicken, missing items, opening items, etc. I am afraid to use their products, since the proteins are sooo poorly pkged. Who knows what has chicken juice on it, so for the health of my family, I am just going to have to throw everything out.Desired Settlement: I will only settle for a full refund of 11 meals, plus shipping and handling costs. I am furious!

Consumer

Response:

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

Review: I received my free trial box a day late. The food was somewhat still cold, but all the greens involved were wilted and "leaking" all over the box. It was a free trial so I let the company know for further QC measures and dealt with it.. About a week later I receive another box on my porch. I did not know I was on reoccurring billing cycle. I was traveling for work and the box sat and rotted on my front porch. By the time I got home and called the company, they informed me I was already set to receive another box that week, which again would be delivered while I was traveling for work and again, would sit on my porch and rot. While on the phone trying to solve and be reimbursed for the package I didn't not want, I spent an hour hearing "this is the best we can do" meaning NOTHING! They refuse to reimburse me, they refuse to cancel the box that was currently being shipped and told me there was absolutely no one else I could talk to about the matter. I was simply just out of luck and out of $130 bucks! Terrible food, bad customer service and very unhappy/frustrated customer.Desired Settlement: I simply want to be reimbursed for the 2 charges I didn't not intend to get based on the rotten deliveries left on my doorstep ($59 and $69)

Consumer

Response:

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

Review: I was given a coupon code for a free trial of Hello Fresh home meal delivery service . The trial consisted of three boxes at a cost of one dollar charged to my credit card . I cancelled after the free trial ended . I found on my credit card statement I was charged $69 three times for the boxes in addition to the dollar . I sent Hello Fresh an email asking why I was charged for a free trial offer and received an out of the can auto reply asking me if I felt satisfied with the answer . I sent them a reply that I was not satisfied because they did not answer my question . FYI the boxes were sent out of San Francisco .Desired Settlement: I want a refund . I want a specific answer from this business regarding their coupon code free trial offers . Thank you

Review: They advertised 5 COMPLETE meals for 2 people for $99 which includes all ingredients for all of the meals, including meat. They even say "omnivore" on the description of the option I chose! Today my packaged arrived and it's nothing but vegetables and pasta. All the meat necessary to make the recipes (chicken, ground beef, salmon) are not in the box with the exception of ONE chicken breast. I called the company and the recording said the wait time was 40 minutes. At the end of the FORTY MINUTES on hold the recording said they couldn't take my call!Desired Settlement: A complete refund!

Business

Response:

Hi there, We are very sorry about the missing ingredients. We value your business and want to make things right. I will be reaching out to you directly regarding this matter. I look forward to speaking with you. -The Hellofresh Team

Review: I have 2 issues with this company.

1. They sent an onion that was rotten and not usable. A service such as theirs should be sending top quality food, not rotten food. Their solution to this was a $10 credit to their site which is worthless because I would never order from them again.

2. This issue is much more damning in my eyes, they are an auto renewal service which is not obvious when placing your first order. Legally they notify by through their terms and conditions that requires acknowledgement but 99.99% of people never read those fully. They also tell users before placing an order but their use of light font below a BRIGHT orange button is a deceitful tactic in website design, I should know as I design sites professionally. If Hello fresh would have conducted any user acceptance testing or usability testing before pushing out their website they would have clearly seen how devious this tactic is.

I requested for a full or partial refund on the automatic order of food they are sending but they refused to. They have less than desirable customer service and I am sure their business model banks on scamming people on these weekly auto renewals. I urge everyone to stay far far away from this company.Desired Settlement: I wish for a full refund on the last shipment sent and I will gladly send it back or refuse shipment.

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: Hello fresh has sent and billed me for a package that I did not intend on receiving. About a month ago I placed and order online and tried to use a promotional offer. This inadvertently created TWO orders on my account because I found out later that using a promo code on existing accounts was not allowed. I did not realize that two orders had been created because I had used a promotional offer.

Upon check out for what I believed was the promotional order, I realized that I now had two orders on my account. I called immediately and asked them to cancel the orders. I was under the impression that I was not totally cancelled and would received nothing and not get charged.

I was very surprised on 10/** when I got a [redacted] delivery notification email from Hello Fresh. I called to ask them to cancel the delivery as I do not want it and explained that I had called a month or so ago and was under the impression it was cancelled. They flat our refused to do anything about it. Claiming they cannot take the package back, that they cannot change the delivery with [redacted] (untrue I work with [redacted] ground daily). I want a refund for this package that I did not and do not want. Not to mention the food arrived poorly packaged and NOT COLD! I am going to throw it all out for fear of getting sick.

Side note: I went online to delete my credit card information. When you click Payment Information>Edit; IT SHOWED NOTHING. So I only assumed they did not have a credit card on file. It seems all you can do on their website under your user profile is ADD credit cards not remove them.Desired Settlement: I want a refund and all of my credit card information wiped from your system.

Thank you.

Consumer

Response:

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

Review: I signed up for the HelloFresh service to try out a one-time discounted food delivery service two months ago. Right after I had received the order, I tried to unsubscribe from the service, and even back then found it very difficult. I did so by "pausing" my subscription for all visible time periods and wondered why there was no "deactivate" button.

Today I received a delivery notification from my apartment complex for a HelloFresh box, for the full price of $69, even though I had not ordered one or received any prior notification of this order. It seems I did not deactivate the account as a thought, and I subsequently spent a long time trying to find out how to deactivate the subscription! As a costumer and consumer, I am frustrated that it takes a number of steps and finding hidden links to deactivate the account, and at every step I am being asked whether I am really "certain" I want to deactivate my account (I had to click yes on three different webpages until it was finally deactivated). When I agreed to be contacted by customer service, it turned out that this implied I had not deactivated my account, even though the website gave the impression that I had.

When I talked with a customer representative to complain, she offered me a credit towards my next order, which I cannot access because my account is now deactivated. I would have to reactivate my account to receive this credit, which I am not willing to do. Upon inquiry whether I could receive a refund for the order I did not place, I was told that this could not be done.Desired Settlement: I want a full refund of the $69.00 charged to my account for an order I did not place, instead of an account credit. While I am writing this complaint to get a refund, I also want to bring it to the attention of other consumers and monitoring organizations such as the Revdex.com that HelloFresh appears to use predatory business practices to make it unnecessarily difficult for consumers to unsubscribe from the services that they provide. I can imagine that I am not the only one who has fallen victim to their method of inhibiting customers from deactivating their account with HelloFresh.

Review: I spoke with a customer service representative on 06/**/2015 regarding a package I received that I did not order. When contacting them they said that they would refund my account for $69.00 which was already charged for the second box that was received. I reviewed my Credit Card statement and showed that a refund was placed for $69.00 on 06/**/2015 . After the refund posted to my account there was an additional charge for $69.00 that was placed on 06/**/2015. Then I disputed this charge through my credit card company on 06/**/2015 regarding this additional charge. I received a decline of my dispute and was recharged the $69.00 on 07/**/2015. I contacted Hello Fresh on 07/**/2015 and spoke to Serria at 11:50 am who stated that they could send me out a free box. I declined that offer because I want the refund to my account. I requested to speak with her manager Cyclia at 12:15 pm and she stated they can not provide a refund due to the fact it was pass the cancellation date. I received emails prior to receiving the first box requesting for me to submit my order. I never did that and they sent it anyways. I feel this is a shady way of doing business and I am requesting a refund of $69.00 to be put back to my credit card.Desired Settlement: I am requesting a refund of $69.00 that should have not been charged to my credit card. This is very upsetting to me because I feel they are taking advantage of people that have requested them not to send items out to there location.

Consumer

Response:

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

Review: I canceled my membership in June and then received notification of a shipment approximately 2-3weeks later after I had canceled my membership and my credit card was charged $69.00. I called Hello Fresh immediately and advised them I had cancelled my membership and did not want the shipment. Hello Fresh told me that they saw that I had canceled my membership but then stated I had placed my membership on hold. I told them why would I cancel then place my membership on hold. I advised them I did not want the shipment and wanted my credit card credited for the $69 before the shipment was mailed. I called almost 1 week prior to the shipment was suppose to be shipped. Hello fresh told they would not credit my card and the shipment would still be shipped. I asked to speak to a supervisor and was told the supervisor was in a meeting and would call me back the same day. I never received a phone call back from the supervisor.Desired Settlement: Would like a full refund or at least a partial refund.

Business

Response:

Hi [redacted],I have reviewed your account and it seems that you scheduled your cancellation for 7/**. You then paused Week 26 but not Week 27 which is why you were billed for and recieved a box. I understand that this was probably unintentional and a supervisor should have called you back. For this reason I have issued a refund for half of this box. That refund will take 3-5 business days to process. We do hope this helps.

Review: I have a few subscriptions with your company. I am a loyal customer but I am writing due to an incident regarding my groupon. I purchased a groupon for two weeks of hello fresh. I redeemed the groupon around 3 months ago and then gave another groupon to my dad as a gift to redeem. I sent him the wrong groupon which he redeemed. He redeemed one of the groupons that I redeemed 3 months ago. So as a result what hellofresh did was take 1 week off one order and one week off another order. I contacted Hellofresh with the correct groupon code that he was supposed to apply. To my astonishment I was told I have to start a new subscription. This is not right. First of all the current hellofresh system was changed so this error can never appear again. Now when a groupon code is redeemed, it is invalid right away. But why do I need to pay $129 for a mistake that your system took. Every other business I work with when I use a groupon, it invalidates it right away. Hellofresh did not notify me that the groupon was being applied to my second week order. Now what would happen if I gave this someone as a gift and it wasnt my dad and they saw the charge on their accoutn because your website and programmers did not take this issue into account. What if I gave the groupon to my friend , how can you guys automatically charge both of us? This is not right especially when I called hellofresh and I gave them the correct groupon code. It is almost like stealing. Under no intention when I used the groupon did I want to split the order. I want hellofresh to refund me and take the correct groupon code. You guys knew about this , fixed the error and decided to charge me for a error that your website should have handled. To add further insult when the brocolli came it was all yellow, and I told my wife that its okay we can just cut off the ruined ends. She is pregnat and decided to throw out the whole brocolli. This did not complete our meal and guess what. The next week brocolli came again and same thing! I did not even call to complain but when I asked to give the correct code and a refund for my order. I was told I can't. That really hurts when I tell many people hellofresh is the best over blue apron and plated. I trust you will make the right decision and refund me my 129.

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: On Tuesday, January **, 2016 I initiated an order with HelloFresh for a meal delivery. Upon seeing the menu, I decided that the meals were not appropriate for our family and I cancelled the order an hour later, on Tuesday, January **, 2016. I received confirmation that my account had been deactivated, but on Monday, January **, 2016, the meals were delivered, and I noticed that my credit card had been charged on Monday, January **, 2016 and never credited-- even though I cancelled all future deliveries and deactivated my account the same day. I spent several hours contacting customer service who claims that "[redacted]". However, this is not started anywhere on their website. In fact the instructions they give to cancel an order are as follows (this is directly from HelloFresh's website):

"[redacted]."

So, I'm not sure why there is ANY question about my order being cancelled, and why they are not refunding my money?

- I followed the instructions on their site.

- I did so well within the date/time range of canceling an order

- And there is no minimum subscription, so my charge should have been credited in full.

The customer service rep I have been dealing with-- Maraisha-- says (direct quote): "[redacted] "

The above makes no sense since HelloFresh tells you to cancel everything online, and I DID cancel it within the time frame to do so (on a Tuesday, and you have until 11:59 Wednesday to cancel). Again, from their website:

"[redacted].

I have also alerted my credit card company of this fraudulent charge.Desired Settlement: My credit card should be refunded the full amount of $69.00.

Consumer

Response:

At this time, I have not been contacted by HelloFresh regarding complaint ID [redacted]. Given the number of complaints other had, that were similar to the deceptive experience I had, it looks like that is the way they do business, and they do not apologize for their wrongdoings. Awful business practice. I am really disappointed. Sincerely,[redacted]

Review: I DID NOT AUTHORIZE 99.00 to be paid by my [redacted] account on or about December *, 2015. This is theft by deceit, and I DEMAND that my funds be returned.Despicable actions to deceive a customer with a coupon, and then charge them the full amount!

I have also sent an inquiry to [redacted].

Try your first HelloFresh box next week and

receive $40 off of your first delivery!

[redacted]Desired Settlement: I do not want store credit, as I have canceled my subscription and will no longer utilize this service. I, Demand the $40.00 that this company took out of my account, without my permission, to be returned to my [redacted] account or issued funds payable to me.

Consumer

Response:

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

Consumer

Response:

At this time, I have not been contacted directly by HelloFresh regarding complaint ID [redacted], however my complaint has NOT been resolved because:

However, I did get a response from [redacted] and they have credited my [redacted] account.[redacted]

I had a wonderful experience with hellofresh! I find the menu's to be varied every week. While not EVERY meal is a hit with the family, it is a such a great way to expand my knowledge of cooking. Every week the food arrives very fresh, to the point I can wait 5 days to cook a recipe and it is still all fresh. This is a wonderful business model and I encourage more people to try it.

Review: I signed up for Hello Fresh, weekly food delivery service. I received my first shipment on July **, and decided to cancel the service. The morning of July **, I emailed the company to let them know of my decision to cancel, and I wanted to cancel effective immediately. There was no charge on my account from this company at the time of my emailing them. I was then told through email, as well as various phone calls, that it was not possible to cancel my next weekly delivery, though I had not yet even been charged for it, and that there was absolutely nothing the company was willing to do for me.Desired Settlement: I would like a full refund of the money that was charged to my account after I had explicitly told the company I wanted to cancel their services.

Business

Response:

Pursuant to our Terms and Conditions, a customer must cancel his or her subscription with HelloFresh no later than 11:59pm on Thursday 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, http[redacted]

We regret that this customer left our services with such a negative impression, but we feel we educate our customers aptly by not only mentioning our cutoff in the Terms and Conditions, but also in the confirmation email they receive when signing up, as well as, in our FAQ's.

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.

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

Sincerely,

Business

Response:

We regret that the customer is still unhappy, but our policy can be read in our Terms and Conditions, as seen below:

4.4

By subscribing to our Services you are agreeing to pay recurring periodic subscriptions for an indefinite time until cancelled by you or us, on the subscription terms set out in the application form you have completed, subject to variation in accordance with 4.5 below. You can cancel your subscription at any time, provided that do so within the applicable cancellation notice period, as defined in Section 6.1. You will not be charged for any cancellation. You can re-subscribe at any time following your cancellation, but we reserve the right not to permit re-subscription where we have previously elected to terminate a subscription by you.

4.5

Auto-renewal. Following your initial subscription period, your subscription will be automatically extended for successive renewal periods of the same length, at the then-current non-promotional subscription rate. To cancel your subscription, you must email [redacted] and we will do it for you. If you cancel, you may use your subscription until the end of your then-current subscription term; your subscription will not be renewed after your then-current term expires. However, you will not be eligible for a prorated refund of any portion of the subscription fee paid for the then-current subscription period.

6.1

If you are contracting as a consumer, you may cancel a Contract at any time before Wednesday at 11:59PM EDT the week before your next scheduled Product delivery, you will receive a full refund of the price paid for the Products in accordance with our refunds policy (set out in clause 10 below).

Review: I got a coupon code from a friend to try the box. I logged on, made an account, and ordered my first box. I specifically canceled my subscription because I did not want a recurring charge. About a week later I get a charge for my subscription. Again, I was sure to deactivate the subscription at the initial order because I think the price is ridiculous and am only making one order because it was half the price. I called in the day that I was billed for my second delivery and told by the person in a condescending way that it was my fault that I was charged and that it was because I signed up for the subscription. I proceeded to tell them that I specifically canceled the subscriptoin at the time of my first order before it had even shipped. She said that she did not see any proof of the cancellation and that I would be charged anyway. I asked for the manager and he fed me the same bs that the representative did. I told him that this was his opportunity to correct his F rating on the Revdex.com and he said that he "did not care" about the rating. NEVER order from these pks. This company has no ethics and I am astonished at the rudeness of their representatives and unwillingness to cancel an order that I did not make and hasn't even shipped yet.Desired Settlement: I want a refund for a product that I did not subscribe to, want, or purchase. The box is still 4 days from shipping, why they cannot cancel it before it ships is ludicrous.

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 to speaking with you. -The Hellofresh Team

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is amicably. Their resolution was to split the difference of the cost and refund half of my payment. While this is not ideal, it was at least an effort to help remedy the situation. It is a shame that it took several phone calls, tweets, and complaints to get the refund. The amount of labor hours and overhead spent dealing with me cost them way more than the amount asked to be refunded. I guess some companies choose to step over a dollar to pick up a penny. My hope is that moving forward HelloFresh is more upfront about how their subscriptions work, and not bury it in the bottom of a very long email that will likely end up going directly to spam, like mine did, and the client will never see it.

Sincerely,

Review: Company keeps sending me email even after I requested 3 separate times to unsubscribe. Their unsubscribe link at the bottom of each email I received does not work. I had to reply to sender and request to unsubscribe 3 times. I called them and verbally requested to unsubscribe and they keep sending me email anyway.Desired Settlement: get them to stop harassing me by email.

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 was due to have a delivery on Thursday July [redacted], but did not receive it. I emailed the company inquiring about my delivery. They informed me it was a production error and that they would credit me the funds for the delivery. I requested a refund but they refused to do so. I canceled my subscription and was informed they would still not refund my mo [redacted] the missing delivery and would not cancel my upcoming delivery this week, either even though I told them I was no longer interested in their service. Since, they have informed me they will not refund me for the the two deliveries and will only hold a credit for future purchases even though I have toldthemiamno longer j retested in beings member and will it be making future purchases with their company.Desired Settlement: I would like a refund for the delivery I never received and for the upcoming delivery I have already requested they not send however they denied this request and are shipping it anyway and have billed my credit card for two deliveries, one of which I never received.

Business

Response:

Hi [redacted],I apologize. The agent should have given you a refund for the box from 7/*. I am sorry that it had to get this far. If you have spoken to a supervisor they would have issued a refund. This agent will be spoken to about this. I will issue a refund for the 7/* box. I cannot issue a refund for the 7/** box, I apologize, but from my understanding, had you gotten the refund in the first place the 7/** box would not have been an issue. I do hope this is the case. You will see the refund for the 7/* box in 3-5 business days. Have a great day.

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,