I missed a delivery by just about an hour (scheduled around 9 PM, I was home by 10 PM), and reached out the very next day to try and reschedule. Unfortunately, I was told the box had already been donated and couldn’t be refunded or redelivered — despite not receiving any SMS or email with instructions or a deadline.To make matters worse, I had actually spoken to the courier and asked if they could leave the box in front of the house. They refused, citing policy — which is understandable to a point, but then the box is simply disposed of with no further option or flexibility offered. It felt like I had no real say in what happened next.What’s especially frustrating is the contrast with past experiences. There were times when HelloFresh was late with deliveries, and I waited — often without any notice. But when the situation is reversed, there’s no leeway: the customer pays, the box is gone, and that’s the end of it.On top of all this, getting help through their support system was incredibly frustrating. The chatbot failed to recognize simple requests like “connect me with a person,” and after several attempts I finally reached an agent — only to be told again that nothing could be done.I do appreciate that boxes are donated rather than wasted, but a more respectful, customer-friendly process — especially around communication and support — would make a big difference.
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Wat eten we vanavond? Daarover hoef je met HelloFresh niet meer na te denken. HelloFresh ontwikkelt wekelijks lekkere, gezonde en verrassende recepten en doet alle bijbehorende boodschappen voor je. Aan het begin van de week wordt de HelloFresh Box – met receptenkaarten en alle verse ingrediënten voor 3 of 5 maaltijden– bij je aan de deur bezorgd. HelloFresh doet elke week de boodschappen en jij zet binnen 30 minuten een gezonde en lekkere maaltijd op tafel.See more
