Not resolved
Additional Fees
Advertised vs Delivered
Billing Practices
Customer service
Discounts and Special Offers
Diversity of Products or Services
Exchange, Refund and Cancellation Policy
Product or Service Quality
Turnaround Time
Value for money

I've been using Blue Apron and have also tried Sun Basket but thought I'd try another service for variety. I signed up for HelloFresh online and was expecting my first delivery yesterday.

I was already feeling a bit skeptical, as I found their online ordering process and app to be a lot less user-friendly than Blue Apron. I received an email that my order had shipped but when I clicked on the tracking link it just took me to the HelloFresh website with no tracking number or information. Nothing was delivered. This morning I contacted customer service via online chat and they told me the delivery was rescheduled because the apartment number was wrong.

I don't live in an apartment. When I asked what delivery address they were using, the address the gave me is some random address in a nearby city that I've never heard or or used before. The agent said this was the address I entered when I signed up. When I looked at the account I saw my correct address, but the agent said that's because he just changed it for me!

He then said I would have to contact UPS myself to see if the delivery address could be changed so I would receive my order. At that point I told him to cancel the account and issue a refund. He refused. I argued with him and a supervisor for an hour about it.

They insisted this was my mistake. I asked how they could process my credit card if they actually had an incorrect billing address on file and was told they don't confirm billing addresses! They offered me a credit (even though I cancelled) and absolutely refused to give me a refund. I ended up contacting my credit card company and disputing the charges since I won't receive the order.

The customer service agents were condescending and are obviously coached to NOT be helpful. One of the worst customer service/online ordering experiences I've ever had.


Product or Service Mentioned: Hellofresh Customer Care.

Reason of review: Poor customer service.

Monetary Loss: $90.

Preferred solution: Full refund.

I didn't like: No customer service.

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