hellofresh.nl

HelloFresh is dreadful

The ordeal with Hellofresh started 24 March – I set up my profile and I inputted my address and contact information in the app and desktop link but on both my initial deliveries the delivery person(s) phoned to complain that my address was not available – they were unbelievably rude and made me feel like an idiot even when I showed them that my information was available on the app and desktop - and what’s worse is they were both in my street when the calls were made?? Following the complaints from the drivers I sent an email requesting that the support team help to resolve this issue to ensure the delivery team had the correct information. The delivery team were rude and the support team were unresponsive and unhelpful - no response was ever received on this matter.On the 16 April I was due another delivery but which never came. They deducted the amount from my bank account but as I did not receive an order reversed the charge and informed them of why I had done so. I emailed again to ask that they contact me if there were any issues but again noone responded - not by telephone nor email.On 21 April my account was suspended and I again sent an email to try and resolve the dispute and explain that I did not receive my order and as such had reserved payment. When the notice was issued – and with zero response from HelloFresh I decided to cancel my contract but which meant I would have to incur a EUR30 penalty. So for this reason I did not make payment and decided against ordering from them again. Again noone ever replied on this mail or called me.On 14 June I received a final notice in the post to state that I needed to make immediate payment to rectify my account. I again sent an email to request support and explain the situation but no response was ever received and they have now turned me over to a Debt collection agency. I explained the situation to the agency and provided ALL supporting documentation including all correspondence sent to HelloFresh which was then forwarded to HelloFresh. The response from the HelloFresh payment team?? This was my fault because I sent the communication to the wrong channel and there is actually NO CUSTOMER SUPPORT email address so I must contact the agency to make payment. They said that I should have followed the ‘channels’ on the website and letters which is nothing more than an automated “Helpcentre” of AI Q&A which did not answer my question so hence the need to send an email in the first place. Further the email address - available on the website – although the incorrect one - was invariably received by someone in the organisation and presumably just ignored or deleted instead of being forwarded to the correct channel to try get resolution – not once but multiple times! They don’t even contest the fact that the order wasn’t delivered so I must just pay for something I didn’t get!In all the time I have been in dispute with Hello Fresh - noone from the Support team has contacted me and in spite of my best efforts to resolve - have now turned me over to debt collectors for non-payment of the invoice. I cannot overstate how poor the experience has been – DO NOT ORDER FROM HELLOFRESH - with a carefully sheltered and constructed contact structure with NO WAY of speaking to an actual person; means they can hide behind their generic emails, blame the customer and take no responsibility for themselves. Albeit a B2C they have openly admitted that there is zero channel available to the customer to resolve any queries so they have set this up that they will always be right and the customer is wrong – happy to take your money and offer zero service in return - shameful!

Date of experience: Jul 25, 2023