HelloFresh was founded in 2012 by Dominik Richter and Thomas Griesel in Berlin, Germany. This pair of friends wanted to create a fresh meal delivery service that exceeded the typical pizza or Chinese food type of delivery service.
HelloFresh began in Berlin, London, and Amsterdam, but quickly progressed to Australia and the East coast of the United States. By September 2014, the company began serving almost the entire United States. HelloFresh now averages 5.5 million meals each month in 7 countries.
The company offers complete uncooked meals, delivered to the home or office, in boxes. Clients receive full instructions and almost everything needed to cook and create a healthy meal. The company does expect clients to have basic items on hand, such as salt, olive oil, and white sugar, otherwise, everything is provided.
HellFresh also offers vegetarian meal services, as well as more conventional meal plans. Recently, HelloFresh has been criticized for the excessive packaging of their delivered meals, leading to waste. The company has also been criticized for its continually high marketing costs, which have prevented the company from becoming profitable. Another concern is the low level of customer retention. According to an independent analysis, less than 50% of customers remain subscribers after the first week, and less than 10% remain after 6 months.
In March 2018, the company announced that it had acquired Green Chef, another meal delivery service, which pushed HelloFresh into the largest meal delivery service, even larger than competitor Blue Apron.
In June 2022, the company partnered with St. Mary’s Food Bank to deliver meals to 300,000 New York community members in need of food.
The corporate office for the US branch of HelloFresh is located in New York, New York.
DO NOT CLICK THE LINK TO HELLO FRESH TO EVEN LOOK AT THEIR FOOD OR OFFERS!
Hello Fresh charged our PayPal account, that we used once 2 years ago, without our consent and sent us a box of meals we DID NOT order and could not eat!!!! We called consumer service to ask how this happened and for a credit to be applied to our credit card. We talked to a woman in the Philippines who could barely speak English. She told us that we could not receive a refund so we asked for a supervisor. When we finally talked to the supervisor (also from the Philippines), he also told us that we could not get our money back. He told us the meals were chosen for us at 3:59 am (U.S. time) and charged to our PayPal account. We told him that the credit card Hello Fresh Charged was no longer on our PayPal account, he said, “Well it went through” and refused to issue a credit. This company is worth 2.6 Billion (yes BILLION) and now I see how they’ve made their money. Please do not click on any links to this company because you will be charged for food you never ordered and you will not be able to close out your account. This has happened to so many people!!!! Read the reviews on google and BBB.
Barbie Lang says
Wow what can I say…I used to LOVE the meals…then they cut back on FRESH herbs ad sent powders. NOW they send food 4 states away without insulator bags… Sorry I do not want spoiled food. While there customer service folks are nice…and they “escalate” issues…NOTHING changes….I am going to call the FDA and our local TV news channel to try to get something done. 12 boxes of spoiled food is too many. NO one has called me or contacted me in any way.
Christy Brewer says
I made the biggest mistake of my life ordering hello fresh. What a scam!!!! First the order did not come on the day I scheduled, we had to call to find our order. An order came the next day which apparently I am finding out right now that phone call changed my scheduled days!! What??? So I never even received the 2nd day I paid for originally. I cancelled my entire account the very next day and 4 days later was hit with a $70.00 charge to my credit card for another order going out that I did not authorize nor knew anything about!!! Customer service was no help as the woman I spoke to told me “all Supervisors and Managers were in a meeting”, so no one is available to help or refund my money. This company is the worst company I have ever dealt with. I wish I would have read reviews before losing almost $200 on 1 subpar meal!! They are not willing to do what’s right by their customer. Buyers run!!
James Johnson says
It truly seems as though Hello Fresh believes they are too big to give a sh*t about their customers. My wife decided to give you a try. Almost immediately we started having trouble. The lack of communication is unbelievable. I tried to find the link on the main webpage to log into our account, to find there is not one. You need to find it in an email. We started receiving bags with missing ingredients and things that did not go with the recipe. The deliveries started to stack up on us and we needed to stop the shipments.
I was able to do this through the customer service phone number after great debate with the rep. I was told that we could just suspend the deliveries instead of canceling the account. We tried this with the agreement that they (Hello fresh) would send us a reminder email letting us know that the deliveries would resume, and we have time to either cancel the next shipment o change out menu options.
Being that I am very busy and had Hello Fresh fall off my radar I decide to check the site to see about extending the cancellation of deliveries. I found that not only did Hello Fresh NOT send us a reminder email, but they also charged our account and set a delivery without telling us. I called them to stop the delivery and charge to our account. I was told that it was too late and that they could do nothing about the pending shipment. Our delivery days are for Wednesday, this means they do not ship until Tuesday, I called them on Saturday. I think I should say that all of this happened on a Holliday weekend.
After asking about suspending our account, I was rudely told that the rep had no power to do anything helpful. I also told them we did not want the box not yet shipped and was told so what deal with it. I then asked if I should just cancel our account. I was then hung up on and within minutes I received an email telling us our account was canceled. Today I received an email telling us our account settings were changed to chefchioce.
We’re letting you know that the following changes are now confirmed in your account:
Subscription Number: 19325811
New Preset: chefschoice
Your HelloFresh Team
Have questions? Visit our Help Center.
I have no idea what they are doing over there but it is starting to look like a trap that we cannot get out of. The next call is to the bank to block all charges by Hello Fresh.
Sarah Clifford says
I had an account and received a box with spoiled ingredients I called them and they were very friendly and refunded me it happened again 2 more times the vegetables in one and the meat in the other were spoiled so I called to cancle. They talked me into putting my act on hold then starting back up in 3 months. It restarted on the beginning of June. I was charged but didn’t receive a box. I was refunded since I never received it. I then got my next box and yet again it had spoiled ingredients. I forgot to cancle so I contacted them in the website on the 13th and told them what happened and went online to cancle my act on the 17th. For some reason it didn’t go through and I woke up to an overdraft fee in my act and charged for yet another box. I called to tell them something went wrong and they told me the system was locked and they couldn’t do anything. However they could cancle my act right then (properly). I am so mad i shouldn’t have had to call the company this many times. I DO NOT RECOMMEND THEM! TO ANYONE. I’m highly dissatisfied.
Sandra Mingledorff says
How do I get the (mail) solicitation to stop comming to my address? I have a illness that would not let me eat a great number of foods. I canceled my membership with hello fresh over (two) years ago, and requested my name and address to be removed from your records. I was told by your representative that I would no longer recieve any offerice or solicitation from hello fresh. That was two years ago. I am( still) reviving solicication to this day. PLEASE STOP!
KIMBERLY PERRY says
I WAS FIRED FROM HELLO FRESH AND I FEEL AS THOUGH IT WAS UNFAIR. I WAS ACCUSED OF STEALING 45 MINUTES OF TIME WHEN I HAD PTO SO I DOESN’T MAKE SENSE. I REALLY FEEL SOME TYPE OF WAY ABOUT IT AND I CANT GET A NUMBER TO THE CORPORATE OFFICE SO I CAN TALK TO SOMEONE. I REALLY NEED MY JOB AND I AM GOING THROUGH A ROUGH TIME. WHAT ELSE IS THERE TO DO?
Go work for amazon they make more money hello fresh is ghetto they treat their employees bad and are having problems properly compensating people who work there.
Amanda Holmes says
Let me first say that I have been using the Hello Fresh service for just over a year, without complaint… until now.
On November 28 (2019), I purchased a $50 gift card for Hello Fresh from the swagbucks.com website (actually purchased, not redeemed for points). I entered the code on the Hello Fresh website, and everything worked. I now had a $50 credit on my account. Great. Two week later, I purchased a second $50 gift card as above. Note that I had not yet used the first, but like all other gift cards I have EVER purchased, I assumed this second one would give me a total of $100 credit. However, when I entered the second card’s code as instructed, it REPLACED the first card and I still only had a $50 credit. I had already deleted the email from the first card, as it had worked perfectly, thus the “please resend code” link was no longer available to me. I contacted customer service, believing that they would help me resolve this problem easily.
Unfortunately, Hello Fresh customer service was not helpful. They insisted that they could not honor the first card because they couldn’t SEE the first code in their system, in fact could not see ANY code which had not been used on an order (which seems like something that needs to be fixed). I was told that unless I could give them the first code, I was out of luck (or $50 in this case). Did they not understand that I no longer had access to the code? Did they not listen or understand how this policy could (inadvertently?) rip off their customers? Honestly, they treated me as if I was an imbecile, refusing to acknowledge the problem, and making me feel as if I was in the wrong, or being dishonest, all the while repeating that nothing could be done without the gift card code. Any intelligent person would realize that a purchased code inputted into their system SHOULD NOT have been deleted, whether it had been used or not! When I asked, they also claimed that there was no way to confirm that the Swagbucks site had paid them for both of my gift card purchases. If all of this is true, then SHAME on their IT department!
The fact that Hello Fresh treats “promo” codes and “gift card” codes in the same way resulted in my purchase of two $50 gift cards only reflecting a $50 credit instead of the $100 credit I had ALREADY PAID FOR. I understand that more than one FREE promo code can not be used on a single order, that makes sense, however, this should NOT apply to gift cards PURCHASED. And if they are allowing other sites to sell their gift cards, it only makes sense that they should: A) fix their system so that their gift cards work the same way as ALL others do; or B) include a warning on the page selling them that they DO NOT stack, and include the information that they cannot help you if you accidentally DELETE a first code by using a second one, because apparently, their technology isn’t sophisticated enough to handle this.
I did contact Swagbucks with my dilemma, asking if there was any way to confirm my purchase so that Hello Fresh would honor the money I paid, and immediately received a response acknowledging my request. However, it could take up to two weeks for them to look into it. I was also given a link to add any additional comments or information. After a few hours of thinking about my ordeal with Hello Fresh customer service, I told Swagbucks that I would actually prefer to get a refund for the Nov 28 gift card purchased, as I have no desire to deal with Hello Fresh ever again! I also immediately downgraded my next (and last) box in order to use the code that is acknowledged, and not lose another $50. Too bad, because I actually did enjoy their product.
I don’t know what will happen, but rest assured that this will not end here. I am a 59 year old disabled person, and I do not deserve to be bullied by the rude automatons that seem to make up the Hello Fresh customer service team. And if it turns out that this is a policy that comes from above, I will be sharing this with the BBB, as well as every single review site I can find.
Some Girl says
I hear you friend! I actually, had a rep offer great customer service. Handled an escalation for me. Then some chick, named, ‘Andrea,’ a rep at Hello Fresh goes in my account, without my authorization, verification, or consent. And get this!? This ____ removes the customer service gesture applied and approved by another Fresh Rep. And CANCELS my f*___account!
Needless to say I contacted their HQ and the CUSTOMER RELATIONS department, and got my promo codes re-added. My account was also reactivated. And… I don’t think ‘Andrea’ will be working for hello fresh much longer. Just saying.
The Scammed says
I was told by customer service that I could not have my money back, as I am looking for a prepared meal service. Seems your company is doing well enough that you do not need to steal my 50 bucks and force me to buy a box of groceries I did not even get to select my self.
Please refund my money.
Here’s an idea, let people have the option of seeing what they are buying before they have to pay for it…
This feels like a total scam. Just sayin
R. Powell says
Dear Hello Fresh,
While I haven’t tried your product, I want to share with you the reason you have failed to entice me. Let me begin by introducing myself; I am Rachel Powell, a recently retired Professor of Economics at a Virginia Public University. I am currently working in my first field–marketing and public relations. From the standpoint of this marketing professional, I want to share with you that your Facebook video ads are not working for you. Though I haven’t seen the statistics proving the efficacy of this campaign, the visuals are a real turn-off. Everything is too perfect. No one’s kitchen looks like that–spacious, expensive, and absolutely impersonal. If I were running your ad campaign, I would locate repeat customers willing to be filmed using the product in their own homes–in their own messy, cluttered kitchens with their family members participating and getting just a little smudged. The sterile tone of your current ads are simply uninviting; instead, I’d suggest bringing viewers into the kitchens of real customers. You will gain warmth, humor, and, most importantly, customers.
Thank you for taking the time to consider your options.
Wishing you great success,
Nicole Buck says
I had spoke to someone over a month ago and canceled my subscription, come to find out it had only been paused! Money was withdrawn out of my account without my permission. I contacted support online only to find out they will not give me a refund! I am beyond upset and will never refer anyone again!
Larry Cantrell says
The following is a “chat” with a service representative. The representative terminated the chat.
ME at about 8:07
“First, the last meals I ordered had the third and fourth quality control issues with Hello Fresh. One was minor in that the mushroom stock that was supposed to be with the Mushroom Ravioli was not included (I used a couple of chicken bouillon cubes instead). The second was more disturbing in that it was the SECOND time I had the same issue with the same so-called gourmet meal (Steak Provencial). The first time, I let you know, but was not up set because sometimes stuff happens. This time, while I wasn’t quite able to bend the carrots into a “U”, I could come close. (Ever try to peal a flexible carrot?) The scallions were also not fresh. At least this time the potatoes were at least marginal.
“Next complaint. There was an attempt to deliver this week’s shipment at almost exactly 8:00 p.m. While I know that Hellofrest says that deliveries can be up to 8:00, sitting in a UPS truck for 11 hours (it left a facility 10 miles from my house during 90 degree weather is not good. As the box was coming apart and I could not carry it to the house, I refused delivery. Despite your “packing” it is obvious that they cooling was not that effective and I am not going to eat fish that spend 60 plus hours in a Hellofresh box. Note that UPS normally delivers to my house between 2:30 and 3:30. I have already “skipped” next weeks meals (didn’t care for the selections) and am now questioning if I should cancel altogether.”
Thanks; I will look into this complaint after the first one, if this is alright! Sorry about the wait! I’ll just be another moment here…
I am still here.
Sorry about the wait! I’ll just be a bit longer…
I appreciate your patience tonight! We handle multiple chats at a time, and while I try my best to be as fair as possible in how I distribute my attention, I am not always 100% successful at this!
Agent terminated the “chat” at about 8:30 with no response.
Note delivery info (I’m about 9 miles from the delivery center)
Out For Delivery Today
Cerritos, CA US
Cerritos, CA US
• August 27, 2019
Cerritos, CA US
Vernon, CA US
Vernon, CA US
Los Angeles, CA US
Los Angeles, CA US
• August 26, 2019
San Pablo, CA US
This company withdrew money from my acct within minutes of me viewing their website . I was given a 50.00 gift card and forced to enter my cc number in order to even view the lack luster Menu. I cancelled as soon straight away and received an email confirming my acct was deleted. Why was my money stole from my acct?! I can’t receive a refund straight away, but you can steal my money without a blink of an eye. They say it will take up to 5 business days to refund. I will be reaching out to my bank and all of social media to warn people about this company.
Nicole Buck says
I had spoke to someone over a month ago and canceled my subscription, come to find out it had only been paused! Money was withdrawn out of my account without my permission. I contacted support online only to find out they will not give me a refund! I am beyond upset and will never refer anyone again!
Christen Stevens says
This is the record for shortest subscription. I am a single, public school teacher. Every penny must be accounted for. I wanted to simply browse the selections to see if it would be a good fit for me. Of course, I had to sign up just to browse. What I didn’t realize was that I would be charged even though I did not make any meal selections. None of them looked appealing so I planned to wait for a few more weeks and check back. It was an unpleasant discovery to see a 60 dollar charge just a few days after getting a subscription. What’s worse? None of these meals that are going to be sent to me (hell or high water) are ones that I would have selected. I am so disappointed in this business. The point of a meal delivery system is to make people’s lives easier. Charging someone 60 bucks for meals they don’t want makes life more difficult. The least the customer rep could have done is offer me some meals of my choosing to keep me as a customer. I’ve spent the last half hour writing negative reviews and plan to write more.
Ienore bowne says
Wow, I had the exact same experience and no one wants to refund the money I never should have been charged. This has created such a past taste in my mouth that I am considering contacting DC. This gas to be a consumer protection matter as I believe we ere both duped into a plan we did not want at the time. I, too, am contacting as many company officers as I can hoping that someone will care enough to address a clearly deceptive practice.
Carlos Mejorado says
Hello, I’ve been very pleased with food and recipes since I started with Hello Fresh, so no complaints there. However i have been skipping for weeks now due to work schedule and other reasons, just haven’t had time to cook. Also I have moved during the time I’ve been skipping boxes. Well one day I totally forgot to skip a week, when i noticed was when I checked my credit card statement. So i told myself, no problem. I’ll find some time to either cook or give it to someone. At that time I remembered I needed to change my address to the new one, at this time it was 2 days before the box was to have shipped. When chatting with someone online about updating my address, they advised it was to late for the box that was scheduled to be delivered on 11/2/18. They informed me that address changes needed to be done 4-5 days before shipping. I was not aware of this, but said fine.I’ll just go pick up the box at my old address from the apartment office. Well when I called the apartment office, the manager stated they just tried to deliver it and since I no longer lived there they refused the package and the courier took it with him. I ever drove by there after work just to make sure, and no box. So i waited to hear back from Hello Fresh and the responded that they couldn’t issue a refund because on their records they show the box was delivered. I called your customer service dept and spoke with the rep, who also just repeated what the email said. I asked to speak with a supervisor who just identified himself as EDWIN. He wouldn’t give a last name or employee number, just kept saying he was the only Edwin in that dept. All he kept saying he “Understood” my problem, but would not issue a refund because he show’s that the box was shipped. I tried explaining that the box was refused by the apt manager and that i even went by to check an no box. You know I could understand if i was trying to ask for a $100+ refund, but ALL i was asking for was $19.95. By looking at my account, I’ve not ever placed a complaint or asked for any refunds. But from the way the supervisor was just trying to justify the no refund, He was More concerned trying to SAVE $20.00 and could care less about keeping a customer which in turn could have earned the company more money in the long run.
Well my apologies for the long explanation, and i’m sorry Edwin couldn’t have saved me as a returning customer. I hope this doesn’t have to the next person. Thank you, Carlos Mejorado
Gary Koniz says
For CEO Domink Richter:
WE do not respect nor appreciate you Recent Campaign TV Ad featuring your display of a Mixed Marriage Couple. And while WE appreciate your sensitivity to make these couples feel at ease here in our American United States to point out to you that what you are really in fact doing is Promoting The Race of Mulatto Genocide Extinction of the White Race entirely, that will never more exist upon the earth just like what has occurred before to the Sub-Continent of India. Please think long and hard about encouraging your Corporate support of Mixed Race Marriages in your future Ad Campaign. WE wish you well. Sincerely ….
Seriously? This is amazing!
Your customer service is awful and because you are unwilling to help your loyal customers, you lost one today. I will not recommended you because of this awful service and will share this experience with everyone. Your upper management should know how you treat customers.
John Fritsch says
I recently, and foolishly, set up an account just to see the Hello Fresh menu. Their scam is to not have a menu that can be reviewed without an account. My wife and I did not like the service so we canceled our membership. I only found out that these thieves have taken money from my account, without my knowledge, while I was balancing my checkbook. I contacted these criminals in an effort to have my funds returned and here are the responses I received:
That’s not good enough. Inconvenience?!? The only way I found out that Hello Fresh fraudulently took money from my account was due to me checking said account. CANCEL the order and refund my money! I will return the food and believe me I will take action should you not refund my money. If you can’t get this taken care of then send me a name of someone who can.
From: HelloFresh Customer Service
Sent: Monday, May 28, 2018 9:26 AM
To: John Fritsch, Jr.
Subject: Re:My deliveries this week – Other delivery issues
Thank you for contacting HelloFresh! I am sorry to read about your inconvenience. Unfortunately, we are not able to cancel your delivery for this coming Thursday since we are only 3 days prior the delivery day, but do not worry I can see that the account is already canceled so you will not receive any more boxes from HelloFresh.
And then Hector with Hello Fresh…
Nice “canned” response. I did not order anything from Hello Fresh! You are forcing me to go to my bank and I will cancel this transaction with a Stop Payment order. I will also not accept delivery of your shipment and have it returned to you by the shipper. I intend to go public regarding Hello Fresh and the fraudulent way you dump your product on unassuming people like me who just want to look at your menu. Feels like internet robbery and you folks should be ashamed of yourselves…
Since you people can’t get this stopped and I intend to go up your corporate ladder and find someone who can.
From: HelloFresh Customer Service
Sent: Monday, May 28, 2018 9:39 AM
Subject: RE: My deliveries this week – Other delivery issues
Thank you for contacting HelloFresh. I will gladly assist you with your upcoming delivery of your subscription.
I have checked and confirmed that you have a delivery scheduled for May 29th. Unfortunately, we are not able to cancel this delivery because changes to your box need to be made 5 days prior to your delivery as our billing will occur 4 days prior. This advanced notice gives our vendors, and ourselves the proper amount of time to prepare your meals.
I hope this helps! If you have any other questions, please do not hesitate to contact us.
BUYER BEWARE. HELL FRESH WILL STEAL YOUR MONEY. BUYER BEWARE.
Cheryl Wilson says
Please be advised that my sister and I have been extremely disappointed with the service of this very poorly run company. We received the first weeks meals and after that decided not to continue. We notified via email to cancel and went into our account on line and cancelled. The next week our account was debited and a box of food, that we did no choose nor order arrived. Once again we cancelled, to day we again received a box of unordered food that, again, we did not choose and upon looking at our bank account was again charged. Sue Savin, my sister called this time and spoke with “customer service” and explained the situation and was told our service had not been cancelled. She asked to cancel the servive immediately and was told it was. Upon calling back and speaking to another customer service rep, was advised that ,no, our servive was not cancelled and that we could no get a refund. I strongly advise anyone who is thinking of using this company to rethink it. We will be reporting this company to the Better Business Bureau!
Virginia Storey says
***NEVER***NEVER***NEVER Do business with these CROOKS. Once they have you in their system and they have your card number you can’t GET RID OF THEM. Too bad there isn’t a way to give HelloFresh ZERO stars, because that is what their ‘Customer Service’ deserves. After cancelling my account I would occasionally go in to check the menus. WARNING: NEVER DO THAT. HelloFresh considers that reactivating the account and will restart your service. WITHOUT permission. They reactivated my account and automatically selected 3 meals FOR ME. I am now being billed $60.00 for a bowl of CHILI. (YIPPEE) Not only did they refuse to refund my money, but they REFUSED to give me a Contact Phone Number for a Complaint. Yamina said THEY could only contact their Corporate Office VIA E-Mail Do you believe HelloFresh ‘Customer Service’ management is only able to contact Corporate via E-Mail (NOT by phone or Person to Person)? Yeh Right. (But she will be happy to forward my E-Mail to her up line). (Again…Yeh right). Save your Money, SAVE the hassle. HOMECHIEF and/or BLUE APRON are far more reputable and Customer orientated AND a much SAFER choice. HOMECHIEF and/or BLUE APRON DOESN’T RIP OFF THEIR CUSTOMERS.
Virginia Storey says
Correction to my 29 Jan 2018 post. The better choices I mention at the bottom of the post is corrected to read HOME CHEF not HOMECHIEF. (ooops)
Elaine Jennings says
l will never deal with this company or recommend it. My issues are doXXXXented. A young lady was helping me to retrieve a gift card my sister set up for me and your representative not only charged me for the gift but set up a recurring account. The card my sister purchased for me was never charge but my account was. You representatives never resolved the problem. This was a Christmas gift I paid for. They credit 59.94 to my account and then took it back. My issue WAS not resolved. YOUR REPRESENTATIVES NEED TO SHUT UP AND LISTEN. I spent a whole Saturday trying to deal with your incompetent representatives. I feel that I was taken advantage of and scammed by the person I talked to on the first called who mislead me. You will not be in the business that long pulling with crap like that.
Jeannette Pacheco says
We started with one of the 29.95 offer. We decided we did not want to receive any further deliveries. Once we our box we did enjoy the meals. So, on November 5 we decided to reactivate our orders. That same afternoon I received a phone call from Hello Fresh offering us a $10 discount to activate our account. I explained to the rep that I had just reactivated my account.
The rep continued on about giving us the discount. Of course I accepted. We discussed the delivery for the week of November 20 delivery. I told him we did not want the delivery. He asked if we wanted to donate the delivery. I said yes.
Now onto week of November 13 we have received two boxes. I called Hello Fresh to find out why we received two boxes this week. We have six meals setting in our refrigerator. The rep said we re-activated two accounts. I tried too explain to hear what happened. But, she would not listen. She kept saying I understand but you activated to accounts. She did agree that one of the accounts shows next as donated. Again, I said I did not activate two accounts. She did not and would not listen.
I asked to speak with a manager. The Team Lead got on the phone and again I explained the situation. She did not hesitate and came back with “You activated two accounts.” I tried to ask question about the person that called me. She said a Hello Fresh Team member as no access to my account information. She than kept saying “is there anything else I can help you with.”
I asked for a manager. She said there is not a manager available. I kept pushing the subject. She then came back with “I do not have the capabilities to transfer you too someone else. ” I was very upset now. The tram lead feed me a line. I am being bulldozed and I do not like it.
Hello Fresh your customer service is terrible. You do not care about your customers.
I should not have too pay for Hello Fresh’s mistake.
Lori pittman says
Your customer service SUCKS I was using your service and had to cancel because I left the country. Now I am back started the service back had to pause it to move again. Yesterday got my 1st box again. Was told the box would come between 8-8 and it did not impact it did not come until 10. I work early 4:30 am so I go to bed between 7-8. Last night 8:30 no box . I live in a secured apartment building so you cannot get to my door without a code or me letting you in. My phone rings at almost 10 I was sleeping tried to answer missed the call suspecting it was the box by the number on my caller ID went down stairs looked outside at the apartment entrance and the box is on its side the cold pack no longer cold! I work in the medical field so I expect that the temp was not optimal for bacteria control. I was very upset. So I contacted your customer service chat and ERICKA told me there was nothing she could do and that 10 was not that far from 8 and that your company was still in the agreement clause for delivery. WELL HERE IS MY AGREEMENT I CANCELED MY ACCOUNT! I have recommended you to so many people but you can bet that I will no longer recommend you and that I will be using mother company and telling all that I have sent you to use the company I decide to chose. With so many other companies to choose from you will not last with this type of service!
And Hello Fresh response
Thank you for reaching out. I am sorry you had this experience. I understand how important it is to receive your box on time but as stated our window of delivery is between 8:00 am and 8:00 pm. That being said you are never to receive your box damaged. I am sorry you did and please allow me to place a full box credit on your HelloFresh account. This credit will be applied to your next delivery.
Your account is canceled but your credit will never expire. Also perhaps we can scheduled your boxes on Saturdays? Let me know if I can assist you further.
Hello the box was delivered at 10 pm that is not 8 to 8 really can you tell time 10 pm at night who and what company delivers items at that time of day. Wht you should do is get my money back on my card. But hey whatever I will never use your service again so you keep that credit also I have already signed up with another service whom I used before which I thought was your service anyway so all the better. Good luck in the future with CRAP customer service like you have.
Hello Fresh response
Joanne (HelloFresh USA)
Nov 8, 08:36 EST
Thank you for your quick response. I am sorry you feel this way.
Lol nice way to run business! NOT MY MONEY YOU WILL NEVER GET A DIME!
I am also very upset with HelloFresh. I hope they rot in hell I am so pissed. Dealing with them is nothing but trouble and lip service. I think their website is impossible to use. Try to call? Just a waste of time on the phone. Whatever you do dont accept any free meals or you will be signed up and charged. No recourse. Avoid HelloFresh like the plague.
I am contact you regarding illegal charges and your companies unwillingness to honor my previous request to cancel NOT pause my account . I will be missing a funeral of a loved one because of the domino effect of this charge . I am very confident after you review my invoices and recorded calls you will see the dishonesty of your company. I was a loyal customer and referred dozens of friends even after spoiled boxes and endless mix ups . My account is still not canceled after many requests . I contacted a news channel and to my surprise they called back instantly. Apparently there is many instances your company has done this . If your CEO ( Domick E) is aware of this , that’s too bad. I begged for 10 minutes for Help and unkindly and with no human compassion the supervisor refused to help or give me information above her head . With laughter and pride she enjoyed this . At this time your call center is refusing to cancel , refund or do anything to help me. So i will seek legal help. Obviously 90 is a small amount to most , but for my family it is more and also principle . So many others are experiencing this same issue . I hope this company changes soon or is penalized for theft .
Yeah right l, don’t sign up if you can’t afford it! You are the type of person who just signs up for the free meal.
Mike M. says
I am very upset with Hello Fresh. I I began entering data, and decided not to complete the submission because Hello Fresh wanted payment before I had a chance to view the menus. They then sent 3 meals on their own accord, and charged me $29.95. I immediately put my account on “Pause””, and contacted, via email, Hello Fresh twice to inform them I was not interested due to their business practice. Monday, 9/25/17, I check my bank statement, and there is now another charge for $59.95. I then receive an email from Hello Fresh telling me there are 4 more meals on the way. I spoke to a representative in CA, she informed me there was not a pause on my account…I was looking at the screen.. so, now I’m receiving 4 more “surprise meals which I did not order. Still looking for the credit I was promised.
Highly unethical, and the food is nowhere on par with Home Chef or Blue Apron
gary D says
To whom it may concern
So my girlfriend recently started with your company. One week in finds a baby XXXXroach in her box
contacts you and you offer her a credit
you think that makes good business sense. Who taught you about doing whats right by your customers. She should of been given a full credit immediately
Both of us plan to use social media to let our frustration and your lack of business sense become known to the world around us
We will use Facebook yelp and twitter to let friends and other know about this
Please be advised this is not a threat but this is was handled incorrectly on your end.
So in conclusion they basically called me a liar and are now making me pay for THEIR mistake. I will be spreading the word to EVERYONE I know about this companies lack of moral!
I’ve had a similarly bad experience. My very first package was never delivered by the third rate shipping company that they use (LaserShip). Lasership indicated on the tracking that it was delivered at my door at 8:20 pm. THEY NEVER DELIVERED IT! Not to mention that it was shipped the day prior and was supposed to be delivered by 8 pm. Now HelloFresh is giving me a runaround and is not agreeing to refund my money!!! I will tell everyone I know to stay away from them. I am also going to our local media about it.
I tried HelloFresh a few weeks ago for the first time because my sister sent me a free week. I chose the vegetarian option hoping that if there were any cheese involved in the meal that I could just not include it while cooking because my husband and I are vegan. The week had three meals and two of them I could do this with, but the other was a “grilled cheese burger” just made out of cheese so I just decided to not make that meal. As soon as I received this free week I was charged for the next shipment. I called customer service and spoke to a representative who was a woman, but did not get her name. I explained that I had been charged for the next weeks shipment, but that I didn’t want to continue because this company didn’t offer a vegan option. I also explained that my husband is lactose intolerant so this was kind of a deal breaker. I said that I did think the meal ideas that they had were great, but would just like to see a vegan option. She said she understood and would go ahead and cancel the order that I had been charged for. This weekend I was checking my bank account and noticed that HelloFresh charged me $59 two days ago. I called customer service and spoke to Jonathan A. I told him that I had cancelled a couple weeks ago and was being charged. He sounded skeptical from the beginning asking me the same questions 2-3 times. Then he put me on hold for 5 minutes or so. When he returned he apologized for the long hold and said he did in fact see that I cancelled my order for the previous week, but said that he needed to put me on another brief hold. This time I waited for approximately 10 minutes. When he returned on the phone he said that after listening to the call that I had with the first representative it has been determined that I did not cancel my subscription and that the charge would remain on my account. I just about flipped out! Why would they determine that I didn’t want to cancel my subscription after explaining that I’m vegan and would’ve liked to continue, but have decide not to because they don’t offer this as an option!? I thought that maybe this person is just dense and lacks critical thinking skills. I then asked to talk to his supervisor. After a few second hold another gentleman by the name of Carlos Blandon with the employee number 1580 answered the phone. He said the exact same thing as Jonathon A. and I told him that I felt that I was being taken advantage of at this point. He said “nowhere in the call did you ask to cancel the subscription”. I then said i hope you are recording this call, “cancel my subscription, cancel my subscription, cancel my subscription!” He then said he would and that the only thing he could do at this point was to refund me for half of this weeks payment. He said that this wall ALL that the system would allow him to do. Now I’m to receive a box of food that I DO NOT want and I have to pay $30 for it. I called the number for corporate office and nobody answered so I left a voicemail. I thought this was a good company, but now I know that they are very dishonest! Horrible customer service! Unless I just talked to the three representatives who lack critical thinking skills it seems like this company is trying their best to take advantage of people.
Tena Bock says
Well let’s just say this company needs a rude awaking !! I got my last package on Saturday it was completely thawed and warm really ??? Are you trying to make people sick! Chicken and shrimp …I called only to receive rude service not once but twice ! Got a 50.00 credit to order more no way!! Then hello fresh decided to order a package for me this weekend while on vacation, stating a ordered it …I did not !!! So they charged my account 9.94 and 10.00 and called and got a rude customer service rep! Oh and after second call got the package cancelled we are heading on vacation why would I order a package …so the app wasn’t working properly , how convient the app updated after my phone call!! Now I wake up and check my account and now there is another 9.94 and 10.00. What is going on ? I want my money send back to my account now this is 9.94 x2 and 10.00 x2 and also the 50.00 for the totally ruined meal…really disappointed shame on your company!!!
It was a huge mistake to even consider trying Hellofresh. The problem was not so much the product(even though I did have problems with every delivery) but the so called “supervisor” I talked to. Not only extremely rude but completely unprofessional. Seems that anyone without any speck of respect or experience can get that title here. I would love to get in contact with a real supervisor or chief officer of this company so they could hear exactly the horrendous customer service and appealing things their supervisor had to say to me.
I must say that I am growing increasingly displeased with the quality and service of HelloFresh. Initially, your service was awesome and I highly recommended you to my family and friends. Several of them signed up. Of late, however there is something incorrect with my order nearly every week. My friends who signed up are noting the same problems and quite frankly, I regret sending them your way. I certainly will not recommend you to anyone else, and if people are looking for this type of service, I will tell them to steer clear of HelloFresh.
Although you have always offered a credit or a refund when there is an issue, it doesn’t change the fact that when the box is wrong or missing, something I should be able to depend on is not there. If I wanted to save my money, I wouldn’t use your service. What I want is what I pay for, not a refund and no product.
I am currently looking for an alternative service and doubt I will stay with you for much longer.
You started out strong, but you have become a company to avoid.
Karen pewkowski says
Hellofresh hires a bunch of unprofessional convicts. You need a more efficient hiring process. Your customer service department stinks
Pam Brown says
I have had a bad experience with customer service as well. I have been a member of Hello Fresh for over two years now. I called to get a gift certificate and was given the run around for ever phone number I kept being told to call….. Good by Hello Fresh …. you do not deserve my business….
ABSOLUTELY AWFUL! Customer service is dreadful. They don’t want to help you they don’t want to tell you any other information they won’t give you another number they won’t get you a manager, they don’t want to help you in anyway shape or form. They contradict themselves when you speak to them. They tell you that they will send you other boxes for free,but then to do that you have to open your account again. I canceled my box I canceled my membership I DONT WANT THE FOOD! they charged me after I canceled. They don’t care about anything, but there money I feel like I’ve been SCAMMED.
Horrible – and I can’t emphasize HORRIBLE enough – customer service. I received three free boxes the last week of Nov 2015 and I immediately called to cancel. Tonight when I got home from work there was another box waiting for me. I called to reaffirm I canceled back in Nov 2015 and would gladly return the unopened box I received today. I was told I started the cancellation process last Nov but never really cancelled. Instead they said I opted for a temporary hold (or something like that??). I’m 110% sure I called to cancel. I mean really…why else would I be calling?!? Tonight I asked to speak to a supervisor and the supervisor was worse than the first customer service agent I initially spoke with. The supervisor recognized the fact I called in Nov but the outcome of that phone call was “….you started down the cancellation path but you never completed the cancellation. ” I told him I called in good faith to quit (AND I DID QUIT) and perhaps a Hello Fresh employee messed up??? He kept going back to his story that I WAS THE ONE WHO MESSED UP. I asked to speak to his supervisor and ended up talking to one of his colleagues. After a good 30+minutes I finally said the amount of time spent on the phone over this far exceeds the value of the box delivery versus all our salaries combined. I was too frustrated and upset to continue. In the end the best they could do was provide a refund for half the amount and credit my Hello Fresh account for the other half. I got all the names of the individuals I spoke with and wrote a letter to the Hello Fresh CEO… plus I’m posting this for others to read. Bottom line…stay away from Hello Fresh.
Jasmine B says
This company is a JOKE! I called in to complain to the headquarters and asked for a direct number and was told they can’t give out any numbers. Their so called “managers” need to be trained on who they hire. I will never recommend this company to ANYone! I have a huge platform and I plan to use my platform to promote better companies than this one. SCREW HELLOFRAUD!
Call me says
I do not even know where to begin. Your Customer “Service” representative Shaniqua repeatedly insulted me, told me that I am not me–verbally, and then she followed up inwriting! I have not received a follow up call from her manager, which I requested from Shaniqua and in writing! Please have someone from your corporate office call me regarding Shnaiqua and the boxes (more than one!) that were NOT delivered to me,but left on a shelf to rot.
Jenn B says
Dear Hello Fresh,
I am writing to say how disappointed I am in your customer service. I took advantage of the 50% offer at the end of summer. 3 meals for 64.50. Great deal. When the charge came for the following 3 meals at $129 I called to cancel. The customer service rep was kind, friendly and apologetic. I even got my refund to my bank account within 3 days and I was quite surprised. To be honest, refunds can often take days and days to credit. Thank you for the prompt return.
Today I checked to see that my paycheck was deposited and noticed another $129 deduction from Hello Fresh. Wait, I canceled that last week, didn’t I? I just got off the phone with “Joe” in New Jersey who shared that, after playing my phone call of last week, they cannot refund me my $129. I can only get 1/2 back because I didn’t say on the phone call that I wanted to cancel the subscription. What? I called to cancel. It is assumed when I cancel the following week that the subscription is cancelled, isn’t it? Or are you a company that hopes the customer forgets to mention those words so you can continue to charge the customer and maybe she won’t check her bank account and notice the charges of $129 until at least a month or two has gone by and she figures it out.
Whats more shocking is that “Joe” told me there was no one I could speak to at his office. He was the top of the food chain. No boss. No name. No requirement to give his name to me, no need to tell me where his office was located.
This is not good Hello Fresh. You are practicing deceptive business practices. Please response. In addition, I would like an email stating that my account has been cancelled permanently. I will never refer you. In fact, I will encourage people to avoid your company as you do not have the customer’s best interest in mind.
Disappointed north of Boston.
I too received a box of spoiled meat that sent me to the ER twice in a month. HORRIFIC!!!!
DO NOT JOIN THIS FOOD DELIVERY SERVICE. Their customer service is rude and their “manager on duty” was INEFFECTIVE. When I asked for their number to the corporate headquarters he claimed “we do not have a corporate headquarters”. IDIOT!
MICHELLE COLL says
Caution do not purchase these meals! we’ve had 3 boxes show up full of spoiled meat and veggies and they refuse to give a refund! when my mother told the manager she was going to give them a bad review the manager encouraged her to do so and said they did not care. the first box was “free” so we ordered and then cancelled so we could try the food before we were charged, when the box arrived everything was hot inside including the ice pack and it didn’t arrive until 6 pm. the second 2 came both again hot with soiled stinky food and we just tossed them and wrote it off as a bad idea, come to find out we’ve been charged for this spoiled food and they refuse to refund us, can’t be the only ones dealing with this but there is no where to write a review online and I’m sure this will be deleted before most get a chance to read it, but word to the wise SKIP THE FRESH BOX! NOT FRESH AND TERRIBLE CUSTOMER SERVICE FROM MANAGER.
I had the same experience. Delivered my first package on 7/8/16. Food expiration date was 6/24/16. Only wanted to refund me for the expired food. Wouldn’t let me cancel the next box because it had to be done by 7/6/16. This is such a scam! Will be reporting to the BBB and the New York Health Department
After spending more than an hour off and on he phone with customer “service”…. I was only met with rudeness and excuses. I am disappointed in the fact that I sent a FREE box to a family member only for that to start a subscription! What is the purpose of the FREE box —to decide if you want the service… NOT for them to decide for you and rip you off for several boxes before you can cancel the service. This type of subscription is outlandishly deceptive!! I will be telling anyone and everyone about this company, how it works and to NOT ever use them. What a disappointment.
Amanda B. says
Hello. I’m a new customer that just received my first HelloFresh box last week. I was emailed a new customer survey, and after completing it and trying to submit it, all of my survey responses disappeared and a brand new, blank survey came up in its place. I emailed customer service about this, and here’s what they said: “We are aware that there are some issues related to the survey and our IT team is currently addressing this. We are an international company and our IT department is based in Germany, so this may take a bit more time to fix, but it is absolutely being addressed. I hope this helped!” So, my question is how can HelloFresh be so disrespectful to its customers’ time by sending out faulty surveys?? Do you not think we have anything better to do? Heck, we signed up with HelloFresh, which should tell you we’re short on time. And what if I have a problem with a box? Will that take time to fix, being you’re an international company with departments based on other continents? Ridiculous.
Hey im trying to contact the main office of hello fresh because i was wrongfully fired for bringing up problems i had in my department for people not wanting to do there job and was never solved so i told him i no longer wanted to be in that area and got fired and i contacted hr for the main office number and she refused to give it to me i was employed at the location in grand prairie texas if you can please get in contact with me i would greatly appreciate it have a great day contacyed