HelloFresh

Review: I received a coupon to try out food from this company....I paid the difference and was to receive 3 meals (vegetarian) and it was an offer to try out the food....I received an email stating it would be delivered on July [redacted], and was not delivered on that day...food came on Monday [redacted] and no one was home...it sat on porch in 106 degree summer heat and some of the food perished...I tried to use it but had to replace some items and additionally some food was missing from the recipes and I had to purchase...I then 3 days later was sent another batch of food, and was given no notification that they were going to debit my checking account for $59 for 3 vegetarian meals...I called to tell them that I was not pleased and to stop further charges but they refused to refund my money or accept the food back...I offered to return the food but they refused to take it back...I am requesting a refund of the last food that I did not order and they will not refund me any of the money even though the food had perished as they didn't let me know it was coming and it sat all day in the sun perishiDesired Settlement: ..I am requesting a refund of the last food that I did not order and they will not refund me any of the money even though the food had perished as they didn't let me know it was coming and it sat all day in the sun perishing.

Consumer

Response:

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

Review: Purchased a promotional "buy one week get one week free" meal plan as a gift for a friend using a credit card online. When I was paying for this, nowhere did I intentionally select any option to enroll in a regular meal program and have hellofresh keep billing my credit card and sending my friend meals, but that is what happened. When I noticed hellofresh had billed my credit card two more times was the first indication that I had somehow been enrolled in a recurring subscription service. Maybe this information is in the fine print of some 10 page agreement that I signed but it could easily be communicated better if the company wanted to. I was able to cancel before the last box shipped so I was refunded for that box but was still charged for one of the extra boxes that had already shipped to my friend that I did not intend to purchase.Desired Settlement: Company should quit auto-enrolling everyone in their repeat billing subscription service.

Also, I keep receiving multiple spam emails per day, even after selecting the unsubscribe link in the emails so company should honor customers wishes to not be spammed.

Consumer

Response:

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

Review: I have had a very bad experience with Hello Fresh. They have twice charged me for deliveries that never made it to my house, they did refund me eventually, but it took many many many emails and calls to get my money refunded. They had the audacity to suggest that they would compensate me by crediting me account, with me money mind you, and delivering me a box paid for with that credit in the future. As if I would, after twice not having the service I paid for delivered, leave my money on account with this company. I can not comment on the quality of the food as they can not even get the very basic food delivery portion of their service right, the very premise that their business is based on. Shame on you Hello Fresh for such poor delivery of your service and even worse customer service.Desired Settlement: I would like them to restore my faith in their service by proving that they are capable of making an actual delivery to my home. Until such time I am not comfortable making a payment for services rendered.

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: The food came spoiled every time I received the items. I contacted them and they offered to send a replacement box which also came spoiled. I then asked for a refund and they refused to refund my money to me.Desired Settlement: I refuse another store credit/replacement box. I have had nothing but issues and just want my money back.

Review: I received a $30 credit to my account for referring this company to another consumer. When I placed my order, I did not receive the credit and they charged me the full amount. I called the company and the representative on the phone apologized and stated that she would credit my form of payment and I would receive an email confirming this. However, I received neither. I called again and was put on hold for several minutes until an automated voice came on and told me to email them with my problem. So I did and received a response 2 days later stating that I would not receive a credit to my form of payment. They said I had to place ANOTHER order and they would credit it that time. They did not follow through with the original agreement of the credit to my next order.Desired Settlement: I would like to cancel my current order, not receive any more orders and receive a full refund of $59 to my credit card.

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: My wife and I signed up for a subscription service with Hello Fresh (a fresh food delivery company) at an introductory rate. We were then billed at the regular rate of $69.00 the following week when a box of food arrived via [redacted] at our door. I understand that the service was a subscription service, but we did not wish to continue with our subscription. In their customer rights section on their site it clearly states ( 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). ) that n order can be cancelled anytime before Wednesday at 11:59.

I feel that we were not given the opportunity to cancel the order and are entitled to a refund as we were charged on Wednesday and the box of food arrived on Wednesday. When I spoke with customer service representative [redacted], she stated that they will not issue refunds because the food was shipped. I requested to return the food unopened and she advised they do not accept returned food as it is perishable. [redacted] also advised that we should have received an email the week prior to change selections and to let us know there was another delivery coming, however we did not have an email in our inbox or spam. I requested to speak with someone above her and she stated that I could not and when I asked if I could be put through to her boss' voice mail she advised that I could not but I could leave a message with her. I left a message for [redacted] (the boss) to call me on my cell phone and am waiting for a return call. I am submitting this complaint to start the process and would gladly rescind it if given a refund by the company. The email used to create the profile with Hello Fresh was my wife's ([redacted])Desired Settlement: I would like a full refund of the $69.00 that I was charged for the food.

Review: I did not authorize this company to deduct from my bank account the money for their meals that they send out. The amount was $69. The delivery of the food wasn't scheduled for a whole week. But yet they took the money out of my account with no notice. When I wrote them to tell them to cancel and refund they told me that it was too late. I did/do not want the shipment, and all I want back is my money. It put my account in the hole because of that. I had no idea that was coming out of my account.Desired Settlement: I just want my $69 back.

Consumer

Response:

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

[Your Answer Here]

Well, my complaint was handled, but I only received half of the amount. So in a way it was settled, but in another way not really fully settled.

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

Sincerely,

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]

Extremely poor customer service. There was an error on their part sending an order that was paused because we were moving. A call was made to the company within 20 minutes of receiving notification that an order was coming. They would not correct the problem, on top of it, the order was going to the wrong address.

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

Review: Twice now, HelloFresh has charged and sent me a box of food that I was un aware of. Last time this happened I spoke with customer service and they assured me that in the future I would be notified prior to being billed and sent a box. This time they said that I will not receive a notice if I am on pause the week prior. Hello fresh is not willing to refund me for this unapproved transaction.Desired Settlement: I would like to be reimbursed for this unauthorized transaction and be credited a future box for my troubles, yet again. Or at least hear hello fresh take responsibility.

Review: I bought a [redacted] for Hello Fresh's service as a one-time deal. I wanted to try out the service before deciding if I would use them again. I did NOT sign up for a recurring subscription but received a charge today for another shipment! I tried to cancel the subscription AND the shipment but it would not allow me to. I called the customer service number and received an auto-response to email them. I emailed them. I received an auto-response with a promise to respond in 48-72 hours because of storm [redacted]. Which ended nearly a week ago. Both the subscription and the $69 charge were unauthorized.Desired Settlement: I want the $69 charged to my account today to be refunded in full, I want any subscription to be cancelled and I want to be removed from any and all Hello Fresh email/mail lists. I want nothing to do with this company ever again.

Business

Response:

· Customer signed up using [redacted] towards her first delivery of our subscription service with www.hellofresh.com on January [redacted], 2015. · Customer received first delivery on February [redacted], 2015.· Customer was sent second box on February [redacted], 2015.· In order to cancel a subscription, a customer must call or email us the [redacted] prior to their next delivery (for this customer, we would have needed the request by February [redacted], 2015). · After the customer called on February [redacted], 2015, the account was cancelled. Pursuant to our Terms and Conditions, a customer must cancel his or her subscription with HelloFresh no later than midnight on [redacted] 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://www.hellofresh.com/termsandconditions/.

Review: I have below attached my correspondence with Hello Fresh (with personal identifiers removed). To summarize, I received a free trial, attempted to cancel prior to their billing cutoff, but was unable to due to a technology issue on their end. When I inquired again I received no response. The emails below are out of order. The order is: final email, Hello Fresh response, first email. I have yet to receive a response to my final email, but the charge went through on my credit card today.

[redacted]Desired Settlement: Full and immediate refund of the $85 fraudulent charge.

Review: I am a HelloFresh customer and used their website to refer friends and family. To do this, I entered their email addresses through the HelloFresh website. My referrals are now getting spammed with emails. I am not able to delete their email addresses through the HelloFresh website. I have contacted HelloFresh to have the email addresses of my friends and family deleted. They said they are not able to do this.Desired Settlement: The desired outcome is that HelloFresh delete my referral's email addresses and stop emailing them.

Review: I was not able to cancel my services on the website due to the format of the site. I received an email stating that my debit card has been charged for an upcoming delivery. I called the company to cancel the order and receive a refund but I was told they cannot do that. They acknowledged that their site did not make it possible to prevent this order from going through but they could not offer a refund. I told them I cannot afford to have my debit card charged for an order I did not authorize and they said they could not issue a refund for something that has not shipped. The email I received the day I was charged explained their new practices. I should have received this email at least a week prior so I could prevent the charge from taking place. I was informed that I was not the only person with the complaint and saw a similar comment on the company's [redacted] page. [redacted] stated: [redacted]

DO NOT ORDER FROM THIS COMPANY. HelloFresh sent me rotten food then sent me another unwanted box. Despite it not having shipped yet (as confirmed by their shipper, Periship), HelloFresh is refusing to issue a refund on a charge that is less than 12 hours old. HelloFresh is DECEITFUL and has POOR SERVICE. DO NOT START YOUR SERVICE.Desired Settlement: I would like a refund for this order. I do not agree with the settlement over the phone because it only works in the company's favor. I would like the money credited back to my card.

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: Scam alert! They offer a free trial which consists of one box with three meals in it. It seems like a no brainer! You get to evaluate the food and decide if you'd like to use the service moving forward. Wrong! You better read the fine print. As soon as the free box shows up, and before you even have a chance to taste the food, they charge you $69 for another shipment that they won't let you cancel. Apparently, to truly evaluate the free meals, you have to log into a website (you're not familiar with) and manually "pause" a subscription service (you don't know if you want yet) all before you even taste a bite of their food. It's definitely misleading, if not a full fledged scam. By the way, receiving raw meats in a box with a few ice packs should seem sketchy because IT IS SKETCHY! You have to take a leap of faith to trust that this food won't make you sick. Overall, the food was just okay which is unfortunate since it's so expensive. It's definitely not worth $69. [redacted] some recipes and buy your own groceries.Desired Settlement: I think HelloFresh has a responsibility to refund me and change their practices to not be so misleading.

Review: This issue involves multiple complaints against HelloFresh, a subscription food delivery service. Initial complaint is in regards to products received on March **, 2015. HelloFresh delivers perishable food items via [redacted] Ground and claims to deliver fresh ingredients. Quoted from their website (Mar **, 2015): ""Fresh" is not only part of our name, but also our promise. We work with some of the best purveyors in the country to ensure that you receive the best ingredients possible. Providing our customers with the highest quality ingredients, while ensuring sustainability for both our suppliers and the environment, is central to our philosophy at HelloFresh. We take pride in our product, and work very hard to make sure only the best ends up in our boxes."

The box that was received contained visible mould on the "fresh" vegetables. Specifically a red pepper and cherry tomatoes. A yellow squash was also received in inedible condition. The squash had the consistency of rubber with soft skin. A small bag of salad greens was also received in less than fresh condition, having numerous wilted leaves. I have photographic proof of said vegetables and mould. The items that had to be thrown out consisted of roughly 1/4 of the total contents of the box. In addition to the rotten foods received, the box included a "baguette" which is clearly a sandwich roll. The box also contained improperly packaged loose, peeled garlic cloves and a loose sprig of thyme. Some garlic cloves and fresh herbs were properly packaged in a vacuum sealed pouch. The meats were properly packaged. The potatoes and onions were loose while other vegetables were contained in bags.

I contacted HelloFresh regarding the rotted foods on Thursday, March [redacted], shortly after receiving the box at 11:42am. Attempts to call them failed. Their automated phone system hung up on me multiple times. I opted to email them that day at 12:08pm (record of this email has been retained) alerting them to the issue. I sent a second message with photos on March [redacted]. A response was not received until Monday, March [redacted]. I attempted to call them several more times between the [redacted] and [redacted] without luck. The response I received on the [redacted] stated: (quoted directly form correspondence) "Thank you so much for bringing this to our attention. I'm so sorry about the not so fresh ingredients you received! We will gladly credit you fully for this meal, so that credit will come off automatically from your next box for this inconvenience. Our deepest apologies for not living up to our usual standards with this box. I have forwarded your comments to my team of chefs to make sure this does not go unnoticed. Thank you for your understanding in this matter."

The initial box I received was purchased using a $40 coupon. The full price of the box is $69. I paid $29. The email states I will receive FULL credit for the meal from the next box. This is not what occurred. Following additional correspondence with HelloFresh (to be described below) I was informed via phone on March [redacted] that the credit would equal $23, which is not the full price I paid nor the full price of the box.

On Monday, March [redacted] I attempted to cancel further deliveries of boxes, the next delivery being scheduled for Thursday, March [redacted]. Their website claims cancelation may be made by the Wednesday before your next delivery. Upon signing up, Tuesday is mentioned. In email, an associated mentioned cancellation must be made by Saturday.

Quoted from the HelloFresh website: "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."

Quoted from email correspondence: "For example, your delivery is scheduled for 3/**, you had until Saturday 3/** to cancel your delivery."

I checked my credit card statement which shows a payment of $29 for the first box on March [redacted]. The second box, for a total of $69, was charged on March [redacted], the same day I received the first box. I never received invoicing or notification of my credit card being charged for any services. No information on their website states that the subsequent box will be charged on Thursday or the day you receive your first box. Upon speaking to a supervisor via phone on March [redacted] (the only day I have been able to make phone contact with HelloFresh), he stated that the check-out does say Thursday is when your card is charged. He claimed this was in their terms of service. Their terms of service stated no such information. I have screen shots of their entire terms of service as of March [redacted] at 10:50am.

In my emails and phone correspondence with HelloFresh, I was also told I would receive a credit to my credit card for a total of $34.50, which is half the total of the second box (arriving March [redacted]). This is the box I was attempting to cancel as I have no interest in continuing a subscription with a service which provides rotten foods. As of this date, no credits to my card have been issued.

I never wanted to pay $69 or any amount of money for a second box, given the condition of the first. I also wanted a refund for the goods which were rotten and inedible. I am told I will receive a total of $57.50 in refunds to my card. This was only agreed upon after I pointed out to the supervisor that their terms of service do not disclose when a credit card will be charged. Prior to that, I was only to receive $34.50 in refunds to my card along with a credit to my deactivated account for $23, a number disclosed to me only via phone. The credit for the spoiled goods, which was supposed to go towards the next box, was not applied to the box to be delivered on March [redacted]. I was told this was due to the fact that the credit was not applied until March [redacted], despite the fact that I contacted them on March [redacted] and [redacted]. In total, I have been charged $98 for defective goods and goods I had been attempting to cancel.

I did accept the offer for the partial refund from HelloFresh after spending an hour on the phone and struggling to receive any form of compensation for the defective and unwanted goods. From my understanding of their terms of service, as they were visible to me during the period between the initial purchase an March [redacted], I am within my rights for a full refund. The terms of service regarding refunds are as follows:

6. CONSUMER RIGHTS

6.1

If you are contracting as a consumer, you may deactivate 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).

10. OUR REFUNDS POLICY

10.1

If you refuse a Product from us:

10.1.1

Because you have deactivated the Contract between us within the applicable notice period (see clause 6.1 above), we will process the refund due to you as soon as possible and, in any case, within 30 days of the day you gave notice of deactivation. In this case, we will refund the price of the Product in full, and any applicable delivery charges. ?

10.1.2

For any other reason (for instance, because you have notified us in accordance with clause 21 that you do not agree to a change in these terms and conditions or in any of our policies, or because you consider that the Product is defective), we will notify you of your refund, if any, via phone or e-mail within a reasonable period of time. We will usually process the refund due to you as soon as possible and, in any case, within 30 days of the day we confirmed to you via phone or e-mail that you were entitled to a refund. If all or part of a Product (Defective Item) is defective, we will credit you an amount equivalent to the value of the Defective Item towards a future purchase, including any applicable delivery charges and any reasonable costs you incur in refusing the Defective Item.

10.2

We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

11. WARRANTY

We warrant to you that any Product purchased from us through our Site will, on delivery, conform with its description, be of satisfactory quality, and be reasonably fit for all the purposes for which products of that kind are commonly supplied.Desired Settlement: I request a full refund for the box I attempted to cancel and for the amount paid for the first box. The initial email stated a full refund would be issued and the terms of service did not fully disclose their payment policies as they were enacted. No invoicing nor confirmation was received at the time of payment for the second box. HelloFresh should have an updated terms of service, they should fully and clearly disclose all terms of payment and cancelation in a clear and understandable manner. Additionally, customer service should provide clear and accurate information. I received conflicting information from multiple service agents and a supervisor. A clear and concise disclosure of all refunds should be provided. The quoted amount for a refund to my account was never detailed and the amount was only quoted via phone. Clarification was not received via email. All account credits should be disclosed in full and easily viewed on one's HelloFresh account page. No disclosure of any credit amount is visible on my account. I sincerely believe these changes should be made to ensure appropriate customer service. I also believe I am entitled to a refund for all charges made to my credit card account, given the misleading and confusing nature of HelloFresh's website and policies in addition to their rotten food products.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding HelloFresh has been resolved. I was contacted via [redacted] by a member of HelloFresh, following a public review I left for the company. (No company response was provided via Revdex.com) A full refund was issued, as requested. I still feel that the company has to make serious improvements to their policies and the manner in which they are presented to customers. Their policies are not at all friendly to the consumer and require sifting not only through the fine print, but having to find exactly where that fine print is on their website. Anyone dealing with this company would be wise to be wary and fully acquaint themselves with the HelloFresh website, policies, FAQ, and all fine print before proceeding. This is not a user friendly subscription service like those provided by other online companies, such as [redacted], or even most magazine subscriptions. However, they did make an effort to remedy complaints issued by myself and others (via [redacted]) and were helpful in ultimately resolving my complaint.

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

Sincerely,[redacted]

Review: I enrolled in HelloFresh's meal subscription service based on an advertisement that stated:

"HelloFresh

$35 off

Exclusive offer $35 off!

Every week you can pick from delicious recipes and HelloFresh will send them to you with the exact ingredients. With HelloFresh, anyone can cook!

Choose what to cook each week, no more supermarkets or takeout, delivered for FREE right to your door!

Promo Code [redacted]"

Upon contacting the business I was advised that because the advertisement does not say every week that it cannot be applied for future subscriptions. However, using that logic, the advertisement does not state that it is limited or strictly for the initial order. In the end, the customer service rep Tamara refused to address my concerns and promptly ended our discussion without resolution. It is my opinion that this represents unfair advertisement practices due to the fact it is purposely ambiguous which allows the consumer to interpret it one way while allowing the company to deny based on the ambiguity of the advertisement.Desired Settlement: I would like the offered honored by HelloFresh as it was advertised. The $35 off should be applied to all future subscription/deliveries from my account.

Consumer

Response:

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

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

Review: My wife and I deactivated are account a few months back and then last week received a box of there food and was being charged for it I never received any emails telling me my account t had been reactivated Or for me to pick my food out I called them and they pretty much told me sorry about my luck and that this coming weeks food was going to be sent out and that I was going to be charged and it could it be stopped agai. No emails telling me to pick out my food or anything when I go to the website it shows and I have pics that my account is deactivated and I can't do anything with the account until it is reactivated so now I'm being charged close to 70$ with a box of rotten food and going to be charged once again close to 70$ for something I deactivated.Desired Settlement: Would like to get all my money back plus all the late fees I had to pay since they took money out of my account

Review: I received a promo code from FabKids regarding 3 free meals from HelloFresh. It says no where on the flyer that it is only for 1 person. On HelloFresh you can only order for 2 or 4 not a single person. So then when you hit total and apply the promo code it totals to $34.50 which is cover the cost of the ONE person. Not anywhere on the flyer does it say just for one single person. It simply says 3 free meals. Which makes me the consumer feel it is actually 3 free meals.Desired Settlement: I would like HelloFresh to contact me so we can handle it. When I spoke to Al at the company he was not helpful and said he'd pass the complaint up.

Consumer

Response:

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