Complaints

• Initial Complaint

  12/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Started a trial in early November with a good offer and a relatively small charge of ***** (split into two charges to negate my credit card rebate for a single charge of 35 or more). I ****ped at least a week on the mobile website (I would have sworn I ****ped the rest of the year but I have no proof) to give me time to think and plan after the holidays were done. I got another charge this past Friday for *****, no warning, no reminder, no nothing. Turns out I had absolutely no communication from the company by email or text with any information on the ****ped weeks; conveniently no record whatsoever of my disallowing the charges. All I have is that I started a subscription, was charged the first box, nothing for a week, then a second charge two weeks later, and immediately after is the notice that I canceled my account alltogether. No record of the first **** which was clearly honored, no notice of **** expiring, a pending order to make food selections for this past week, or a reminder of a charge coming. I cant prove what happened since they didnt provide any documentation or reminders and I didnt expect the need to record aganst faulty charges. What they did do is tell me I have to give notice prior to thr charge in order to cancel. How the heck was I supposed to do that when I already gave notice not to charge me for several weeks and was not expecting a charge? I had no say in what was comming and no chance to cancel prior to the next charge since no notice was given before being charged.There was no communication to me warning of deadlines for charges and even none for meal selection deadlines; most conveniently there is also no documentation that I did not authorize additional charges for several weeks.

  Business response

  12/12/2024

  We have reached out to the customer directly to resolve their concerns. 
  
  Thank you, 

  The HelloFresh Team
  
  

  
  

  Customer response

  12/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the reimbursement is satisfactory for the unexpected payment. I do hope someday the communication system improves and I can resume doing business with this company. 
  
  Sincerely,
  
  ****** *******
  
  
  
   
  
  

• Initial Complaint

  01/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I looked at the site and could not see selections unless I registered. I cancelled after I looked at the selections and was not interested in making a purchase. I was charged $35.92. I chatted with a representative April and she told me a box would be delivered on Thursday ( she was not able to cancel it as cancellations need to happen on Saturday for a Thursday delivery , yet somehow I signed up on a Sunday?). I requested a cancellation but was told I had to receive first box. I am not happy that I am being charged for looking at what is available. I would like a refund, and I think the practice of not allowing customers to see the selections unless they are charged is dishonest.. The cost of an estimated order was clearly posted, but I have no idea where the amount $35.92 came from. Most subscriptions allow at least a 24 hour cancellation period or allow browsing and you are only charged if you make a purchase.

  Business response

  01/17/2023

  We have reached out to the customer directly to resolve their concerns.

  
  The HelloFresh Team
  

  
  

  Customer response

  01/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** *******
  
  
  
   
  
  

• Initial Complaint

  01/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company makes you provide your credit card information just to explore, as soon as I was done exploring I deactivated the account. A couple days go by and they charge my card. If I deactivated the account as soon as I was done exploring that should have said plenty on me not wanting to proceed with the subscription. So I called them and they canceled it and claim I was going to have my refund by today as today would have been the following day after the five business day so when I called to see what was going on. They tell me to wait an extra week. If they would have never charged my card, this could have been avoided. Now I don’t have my money nor my box of food ?? and to top it off now I will have to get my card replaced

  Business response

  01/12/2023

  We have reached out to the customer directly to resolve their concerns. 
  

   

  The HelloFresh Team
  

  
  

• Initial Complaint

  01/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I spoke to a customer service rep through chat a few days before 01/04 requesting that my subscription be cancelled and was told that it would be. Well on 01/08 I woke up with a charge for that upcoming weeks box. I called customer service who told me they would try to override the system and give me a refund since I wouldn’t even be in the area and I was hung up on. I called back and spoke with someone new who was absolutely no help. I then tried to cancel once again via chat and they claimed my subscription was cancelled. Lo and behold, my app says otherwise and states that I need to edit my choices for next weeks box by the date before I get charged. I just want my money back from the box that I DID NOT want and my subscription cancelled for real.

  Business response

  01/10/2023

  We have reached out to the customer directly to resolve their concerns.

   

  The HelloFresh Team
  

  
  

  Customer response

  01/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* **********
  
  
  
   
  
  

• Initial Complaint

  01/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was inquiring and exploring different easy prep dinner sites. I was on the website for Hellofresh and created account, upon creating an account for hello fresh they collect your payment information up front before you’re able to see the menus for the weeks. I was unaware that I would be charged before being able to look and see if this service is worth me to use. After looking at the menu I instantly deactivated the account. Within 10 mins of doing that my card charge $159 dollars. I don’t have money to waste on a service that I did not want to move forward with. I reached out to hello fresh to explain this and they could not cancel nor refund me back and this is all less than 24 hours. I felt like they scam consumers and force people to buy their services before they can even really decide if this is what they want.

  Business response

  01/09/2023

  We have reached out to the customer directly to resolve their concerns. 
  
  
  Thank you, 
  
  
  The HelloFresh Team 
  --

• Initial Complaint

  01/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered an initial meal service for one week with hello fresh. Did NOT intend to do a recurring plan. Hello Freshs social media advertising is extremely misleading. They have charged my credit card $74 for 2 meals for next week. I did cancel any meals beyond next week but hello fresh is refusing to stop shipment of next weeks meals and they are refusing to refund the $74 for those meals. I did t even select the meals that they are sending because I never intended for this to be ongoing. Simply wanted to try the meals one time. Melas werent even that good so I wouldnt have continued anyway. I told them I would dispute charge on my credit card. I am certainly not the only customer complaining horrible company to work with

  Business response

  01/09/2023

  We have reached out to the customer directly to resolve their concerns. 
  
  
  Thank you, 
  
  
  The HelloFresh Team 

  Customer response

  01/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  on 1/3/23 I went on the Hellofresh website to check it out. I had to sign up for an account to even see the meals and their ingredients. I have celiac disease and they don't have any food that is safe for me to eat. I immediately cancelled the account within 20 minutes of creating it. (they don't have a cancel option, just pause) I thought all was good and then today on my bank account there is a pending charge for $28.14 from hellofresh! I contacted them as soon as I got home from work today (1/4/23) and they said the order is set to ship on 1/8/23 and if I had wanted to cancel it I would have had to do it yesterday (1/3/23)! I told him I cancelled the whole account yesterday and removed all items from my cart. the agent suggested picking different food items that wouldn't "be so hard on my system with the celiac disease! I asked to speak with a supervisor and was told that they do call backs and it would be 24 to 48 hours before I get contacted. This is all after the first 3 agents that logged into my chat request dropped me without even saying anything. I feel that they are being deceptive with their business practices, almost to the point of being criminal and fraudulent.

  Business response

  01/09/2023

  We have reached out to the customer directly to resolve their concerns. 
  
  
  Thank you, 
  
  
  The HelloFresh Team 

  Customer response

  01/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *** ****
  
  
  
   
  
  

• Initial Complaint

  01/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Attempted to contact multiple times regarding an order I did not place or confirm with no resolution. Along with the free box code I entered multiple time came back as invalid so I was charged for something I did not confirm and should have been free in the first place.

  Business response

  01/09/2023

  We have reached out to the customer directly to resolve their concerns. 
  
  
  Thank you, 
  
  
  The HelloFresh Team 

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husbands debit card was charged $96.54 today for a HelloFresh delivery today, 12/4/2023 after months of skipping delivery service. I called to have a refund issued and they refused to accommodate. While I understand we bear some responsibility in making sure we skip the delivery if we don’t want to be charged, we have tried to cancel the subscription and they make it very hard to do so without a desktop computer. The app does not allow you to cancel and directs you to the website but when you go to the website from your phone’s browser, the app automatically opens. So you’re never able to advance to the website to log in and cancel. After months of skipping the service, we missed the email notifying us that a delivery would be made. I called before the box was delivered but they refused to offer any sort of resolution other than to cancel the subscription. They said once the item was shipped there was nothing they could do because of the way their system operates. I refuse to believe that they can’t offer a refund. I even offered to send the box back so that a refund can be issued. Every company has the ability to issue a refund it’s just a matter of a supervisor deciding to and working with the appropriate department to make it happen. This subscription service is a poor way to operate because they count of customers passively accepting whatever is delivered to them. Even after reviewing our account history and seeing that we’ve skipped service for several months they refused to offer any resolution. For a company as big as HelloFresh it should not be a problem to issue a one-time courtesy refund for less than $100. The account is under my husband’s email address chashowells@gmail.com and we only wanted a refund issued to the card that was charged.

  Business response

  01/05/2023

  We have reached out to the customer directly to resolve their concerns. 
  
  
  Thank you, 
  
  
  The HelloFresh Team 

  Customer response

  01/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** ******    
  

• Initial Complaint

  01/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was updating my payment info on the website as I was think f about ordering a meal kit. I looked this morning and it showed I was charged for the transaction. I double checked the order bc I was confused as to why it was even placed, and it is not food that I would eat in the first place. I contacted customer support and they told me that they are unable to help. I have the conversation transcript as the I do they were giving me did not make any sense. I have the downloaded file from the chat but could not get it to attach, so I have attached screenshots.

  Business response

  01/05/2023

  We have reached out to the customer directly to resolve their concerns. 
  
  
  Thank you, 
  
  
  The HelloFresh Team 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩