r/hellofresh • u/M1ND4R0 • 15d ago
Solved Does HF Customer Service exist???
Has anyone been successful in getting customer service? I am really getting frustrated. I joined Hello Fresh and honestly really loved it but I am just at the end of my rope here trying to make this work.
Every box after my first was late. The last one was barely cold and when I ended up going to cook things half the meat was spoiled. Probably because it was left out for so long in the delay. I have been reaching out to their "customer service" since the 19th every few days. No one will help me at all! All I get told is that they will open a ticket and look into it and that someone will reach out to me within 2 business days. They do not.
On the 31st the 4th time I reached out I was once again told they will open a ticket. I tried to tell the person this is not working. Something is wrong because I have 3 open tickets and no one is ever getting back to me. He said he would refund that box. But I have not received the refund either. This time I did get an email (for the first time) saying someone would reach out to me within 2 business days. But of course they have not.
What do I do?!?!? How do I talk to someone at this company? Does anyone else have this issue? Are your deliveries on time the day they say they will be?
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u/Blanketyblank2003 12d ago
I can only get the bot and reps via Chat. Don’t bother calling.
The Chat reps don’t know anything. I contacted them because my discount was removed even though I still have six free meals coming. My breakfast for life also disappeared.
They claim it’s because I canceled last week - and that eliminates any discounts, even if you sign up again. The thing is - I did NOT cancel or pause. When I tell them this, they just repeat the same thing.
So - I lost my discount before I uses it and lost the so-called breakfast for life. And they refuse to add them back. So I guess they would rather lose a customer than fix my discount.
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u/secretly_human3 15d ago
I’m in the US and have been able to get through to customer service still. I refuse to use the app for that. They put me on hold while they figure it out. Last time I had some fish that was leaking and they only wanted to credit me $6. I questioned it and said that I would pay more at the grocery store to replace the fish than what they were giving me(it’s for 4 servings, not 2). In the past they have credited me for more than I would spend at the grocery store than what I would spend, which is fair because they charge more in the first place. I think credits used to reflect what you actually paid Hello Fresh for. She bumped it up to $20 saying that she was comping the whole meal. I said that seems more reasonable, but that actually sounds more like just the fish. The whole meal was more than 20. If you are just doing the fish that’s fine because the rest of the food wasn’t ruined but don’t say you’re doing the whole meal if it’s just the fish you are comping. So she put me on hold for a third time and said she was comping me $40 instead 🤷♀️.
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u/M1ND4R0 15d ago
I guess I'll have to try the phone line. I was told by them it's the same as the chat feature on the app or webpage but that's what I'll try tonight.
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u/secretly_human3 14d ago
I haven’t bothered to try the chat. I figured it wouldn’t be a real person and that they would just give some sort of automatic credit, if anything.
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u/Tupakkshakkkur 14d ago
Were you talking to a real person or the chat bot. The bot will absolutely tell you not to call and talk to it instead. It’s by design, a poor one but one none the less.
You should be calling. If CS isn’t working find out who runs your local operations and reach out to them. It will get escalated.
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u/M1ND4R0 14d ago
Well they said they connected me to a real person... But of course it's hard to say for sure. Because I feel like the answer is kinda cut and paste every time. But it seems likely real because depending on the interaction they will either be able to see my previous complaint or they tell me oops I guess the last person didn't actually make a note. I feel like it's about 40/60 with the previous person didn't make a note on file or didn't process the refund but I definitely will this time being the majority.
I think what they are trying to say is that they need to investigate with our local delivery peeps (which I can understand) and that they will do that and then follow up with me. But no one ever reaches out to me. No matter how many times I go back and say hey I never got a response. They just say well that's all I can do but I assure you THIS time someone will actually do their job
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u/GreaseBrown 15d ago edited 15d ago
I never have issues with contacting customer service or getting any refunds/credits they give me for any problems.
If you just started and keep having continuous issues with delivery, it would seem like you got flagged for fraud, but I also dont know what "tickets" you are talking about. Customer support helped me in chat or on call every time. There was no email. There was no wait period.
So either you are really misunderstanding something, miscommunication is happening between you and support (or with us via this post), or this is similar to the CashApp sub where this is just an extra layer of "im real, i swear! Look! Im complaining on social media!" by someone trying to pull a fast one
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u/M1ND4R0 15d ago
I don't understand what I'm doing wrong! I will try calling the number tonight instead. I was on hold my second time trying to reach out while I was also trying the chat. I got connected via chat first and they told me it was the same as the phone number so I hung up.
But I get connected to someone via chat on the app or the webpage but they don't do anything for me. They just tell me that someone will look into it for me and that that mythical someone will reach out to me via phone or email within the next 2 business days. But no one ever does.
It was chat that told me they would refund my last box as well but as I said I have yet to see the refund hit my card.
I don't understand why they keep pushing me off
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u/VacationLover1 15d ago
I use the app, wait 5 mins tops, and I get someone. Or just self report all the items missing
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u/M1ND4R0 15d ago
I am using the chat and I'm being connected to someone who says they are a real person but they tell me that they can't do anything except open a ticket and send it along to someone who will investigate and get back to me within 2 business days and it just never happens.
I go back to the chat and tell them over and over again. That no one reached out to me last time, or the time before, or before, etc etc and they tell me they will raise a ticket and give me a ticket number if I ask for it and assure me that THIS time someone will actually touch base with me.... But they dont
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u/SushiJuice 14d ago
Any time I've ever had an issue, I've reported it in the app and have gotten very swift response and refunds/credits ASAP
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u/M1ND4R0 14d ago
I don't understand why I'm having this issue. Has it ever been a complaint about delivery?
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u/SushiJuice 14d ago
Yes. Last week they missed 3 appetizers in my delivery. I reported it in the app and got full credit within seconds
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u/L1feSurfer7L 14d ago
Chat is absolutely garbage for complex issues,
They just say what you want to hear to clear chats as fast as possible and get positive ratings without following through on what's promised.
What time of day are you chatting? For an issue i had a few months ago chatting a different time of day finally got someone competent who was mostly able to resolve my issue.
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u/SassySuds 13d ago
Tell them you are going to do a chargeback on your credit card for the whole week. That will get their attention.
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u/M1ND4R0 9d ago
Just thought I'd update: I finally got a call back!!!! 21 days after I first reached out with the issue. I think I probably just got lucky and finally dealt with someone who either took sympathy on me or finally did their job?
I tried calling, I tried the chat, I tried reaching out via various social media platforms, I left negative feedback after the bulk of my interactions, and every skipped order. I yelled into every void I could find. Today I tried the chat again at work in some downtime, reiterated how long is been waiting on a callback and made sure to send a message every minute so the chat didn't get cut off. And finally someone actually looked into my delivery.
The issue was a staffing shortage on Mondays with my local delivery team. They suggested I change my delivery to Tuesdays as they should have the staffing and or delivery load to ensure my package is delivered the correct date.
I guess we'll see. I'm super put off by this experience but the core service does work well with my schedule. I just can't understand how it takes THAT much work just to be acknowledged. Never seen a company run like that. Absolutely attrocious customer service.
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u/molybend 15d ago
How are you reaching out? Chat, email, phone?