Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:17/03/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Complaint Regarding Lack of Communication and Misleading Promotion
  
  Dear HelloFresh Customer Care,
  
  I am writing to formally complain about the lack of communication from your company regarding my account and the misleading promotion about “20 free meals.”
  1. Lack of Communication: I have not received any proper responses to my inquiries, and my emails seem to be ignored or delayed. This is unacceptable for a service that relies on customer satisfaction.
  2. Misleading Promotion: The “20 free meals” offer is *********, as it does not clearly explain the conditions or additional charges involved. I believe this misrepresentation should be addressed.
  
  Additionally, I would like to cancel my account immediately. Please confirm the cancellation in writing and ensure that I will not be charged further.
  
  If I do not receive a timely response, I will escalate my complaint to consumer protection authorities.
  
  I expect a prompt resolution. Please respond as soon as possible.
  
  Sincerely,
  ****** *******

  Business Response

  Date: 21/03/2025

  We have reached out to the customer directly to resolve their concerns. 
  
  Thank you, 

  The HelloFresh Team
  
  

  
  

• Initial Complaint

  Date:21/01/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was placing an order with HelloFresh for $52.
  I noticed that my credit card on file was expired, so I assumed that the order would not go through until I updated my credit card, but it went through anyway. Additionally there was no place on their online platform to confirm the order or click to pay, so I assumed I could not place the order. The order still went through (even though I didn’t receive a summary or receipt for the order), and it was delivered to a very old address where I no longer live at. When I contacted the team to tell them that the address was incorrect, they said that it was because I didn’t update my address online (even though I didn’t even ‘confirm’ the order nor was I told where the order would be delivered to so I was not aware the order went through which is why I didn’t update my address). I explained this to them and they kept deflecting and saying that it was my error. When I gave them my new address, they sent the same order to the old address again the next day. I asked that they send it to my new address or to give me money back and they would not send the order to me and would only give me half of my money back ($26). The manager named Branko would not call me when I asked him to and would not escalate my issue further even though I asked many times. He would not send me what I was charged for nor would he give me all my money back. I want to receive the remaining $26 and also want to ensure that this does not happen to anyone else. Also, I know this is a very small amount but I am forwarding this complaint for the principle. Additionally, I lost a lot of time from work trying to get this issue resolved through all the emails and phone calls with the company. I can forward all the emails at your request.

  Business Response

  Date: 22/01/2025

  We have reached out to the customer directly to resolve their concerns. 

  Thank you, 
  The HelloFresh Team
  

  
  

  Customer Answer

  Date: 22/01/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22825364, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:14/01/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We canceled our account using the online chat. We confirmed multiple times that our account was canceled. However, it was not, and two months later we were charged another box. The company refused to acknowledge any issue on their end and did not reimburse the box in full. The customer service was the worst I have ever received.

  Business Response

  Date: 15/01/2025

  We have reached out to the customer directly to resolve their concerns. 
  
  
  Thank you, 
  The HelloFresh Team
  
  

  Customer Answer

  Date: 15/01/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:13/11/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went online to cancel my account because I wanted to take a break from deliveries for a period of time due to a household flood/ renovation. A notification came up advising me that I would lose all of my earned rewards for canceling and suggesting I put the account on hold rather than canceling. It said I could reactivate when I was ready to receive orders again. This morning I received a credit card notification that I had purchased an order, but I had not reactivated my deliveries. I called hello fresh and requested that they cancel and refund the delivery which I did not agree to. They refused saying that I needed to cancel by last night, I was not aware my account was active until I received a credit card notification. This is ********* business practice, they should not be automatically reactivating people's accounts after enticing them to put them on hold rather than cancel by telling them they will lose their earned rewards if they cancel. If I had known they just reactivate after 4 weeks, I would have just cancelled. The message was that I can simply put my account on hold until I was ready to receive orders again.

  Business Response

  Date: 19/11/2024

  We have reached out to the customer directly to resolve their concerns. 
  

  Thank you, 
  The HelloFresh Team
  

  
  

  Customer Answer

  Date: 19/11/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:07/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I asked that they do not send a food box this week. It had not been shipped or billed. They said that was impossible and proceeded to charge my card. I asked for my account to be cancelled. It was but they refused to refund the charge.

  Business Response

  Date: 15/11/2024

  Dear Better Business Bureau, 

  We have reached out to the customer directly to resolve their concerns. 

  Thank you, 

  The HelloFresh Team. 
  
  

• Initial Complaint

  Date:21/02/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my subscription on Feb 15 then the hellofresh charge on my card 128.87 cad unauthorized and send another upcoming shipping on Feb 22.
  Despite the fact the account has been cancelled.
  
  Per below email the account has been cancelled on Feb 15.

  Customer Answer

  Date: 27/03/2024

  This case is resolved we got it solved with the business.
  
  Thank you

• Initial Complaint

  Date:08/02/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Jan 13, 2024
  3 charges made to my credit card for services never sought from Hello Fresh, Canada. I have never set up an account or put in any requests to order from any of the Hello Fresh Canada businesses. My credit card was charged 3 transactions totalling $306.63. I have called Hello Freah 3 times to have the charges reversed. They refuse as they said they have no account set up for me. I was charged $27.96, $149.80 & $128.87 all on Jan 13, 2024. These charges were not made by myself, nor were they authorized. The Hello Fresh company hasn't sent me anything in terms of services, nor have i made a request or an account; but they charged me $306.63. I have never accessed their company for any orders, and at the time of these charges, I was out of the Country. I would like a full investigation and an audit of their records in the billing department. They are not willing to correct this in anyway. I am a tax paying Canadian citizen who doesn't deserve this. I would appreciate an investigation done and for Hello fresh Canada both companies to be investigated as 2 names populated with city of Toronto. **** ** ****** * ******** ******* to ********* charge folks without their consent or agreement.
  I would like to know how many other's have been ********* charged, ********** transactions posted to their credit cards, such as myself. I would very much appreciate both Hello Fresh companies to be investigated and for an immediate resolve. I want my $306.63 fully refunded to me.
  Thank you
  **** ****** *** ********

  Business Response

  Date: 15/04/2024

  We have reached out to the customer to address their concerns.
  
  Thank you,
  The HelloFresh Canada Team

• Initial Complaint

  Date:30/01/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have cancelled a box. I have not received it nor has it been shipped and they will not refund my money. I did not order the box.

  Customer Answer

  Date: 23/02/2024

  Hi, this is *** and I recently submitted a complaint against HelloFresh with ID ********. I'm emailing to inform you that I have heard from HelloFresh and the issue has been resolved. Thank you and I am sorry to have taken up your time.
  
  Have a great day,
  
  *** *******

• Initial Complaint

  Date:15/01/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My account was reactivated after a 2 year hiatus of using it. I logged on to browse meal plans and check prices. I did not follow through with the rest of the ordering process. The email that I received upon logging on did not indicated that an order was process because my account was reactivated. This automatically generated an order that was processed and delivered to my old address without my knowledge. I did not know about the order until it was delivered because I received an email stating that it had been delivered. There was no notification that it was coming or on its way. I then received an email stating that I had an outstanding balance of $61 because my previous method of payment was expired. I have tried contacting hello fresh. They are claiming that because I reactivated my account it automatically generated the order. It would not need me to confirm order, place of delivery or method of payment or let me know that an order was on its way. I am told that if I do not pay that the balance will be sent to collections.

  Customer Answer

  Date: 07/02/2024

  Thank you for your email. The matter has been resolved. 
  Thank you for your assistance in this matter. 
  ******* 

• Initial Complaint

  Date:05/01/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I wanted to place an order on Hello fresh with a promo code which I had applied but when I added a gift card to my account the promo went away, I spoke with customer service and they said you can’t use a promo and gift card together. I said so I’m being penalized for using a gift card, also, you can’t skip any weeks otherwise you can’t use your gift card as well.

  Customer Answer

  Date: 01/02/2024

  
  Issue has been resolved, you may close this case.