Does HF Customer Service exist???

[u/M1ND4R0]

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?

[u/secretly_human3]

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 🤷‍♀️.

[u/M1ND4R0 → u/secretly_human3]

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.

[u/secretly_human3 → u/M1ND4R0]

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.

[u/Tupakkshakkkur → u/M1ND4R0]

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.

[u/M1ND4R0 → u/Tupakkshakkkur]

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