Molly S.
WashingtonMember since September 2018

Reviews (1)


    • Sep 10, 2018
    • Verified Reviewer

    HelloFresh

    Disappointing customer service

    Overall Experience:

    I contacted HelloFresh customer service via the online messaging feature because it was too late to call. I explained how I saw an email notifying me that a package was being delivered, but explained that I had not ordered this package and that the food was not selected by me. They told me it was too late to send it back.

    I asked if they could do anything to help me because I thought I had pushed cancel for this period and I didn't choose this food and cannot eat these options. They said I had canceled the previous 12 weeks but after that, it auto-renews to automatically select an order for me. I told them I didn't realize that is how it worked. I thought I was able to cancel all the future and just select when I wanted to make a shipment, but I misunderstood how the company works. When I did it before, I thought it was all in the red. I also did not get emails notifying me in advance that an order was upcoming. I only received an email the day before telling me the shipment was already on its way. I didn't feel that I had a chance to even try to cancel it.

    They told me they couldn't do anything for me and I told them I don't think that is a good practice, and if that is how the company works, taking money from the customer with no regard for their happiness with the product, I would like to cancel my subscription. Their response was to say goodbye and essentially "hang up" on our conversation.

    Today, I called HelloFresh customer service and spoke to a manager. They essentially did the same thing. The only difference was to cancel my subscription for me when I asked. Otherwise, they did nothing for me and gave me absolutely no incentive to stay on with their service. There is a lot of competition out there and many other services like this, and there is no way this company will last with service like this - I was shocked at the lack of care for my issue, especially because this is the first time I have had an issue. You could tell they just wanted to be off the phone and finished with the conversation, they were not worried at all that they lost a potentially long-paying customer.

    Bottom Line: No, I would not recommend this to a friend

    3 people found it helpful

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