Complaints

This profile includes complaints for HelloFresh's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  HelloFresh

  28 Liberty St Fl 10 New York, NY 10005-1528

• 

  Hello Fresh - Every Plate

  2041 Factory St Richmond, CA 94801

• 

  Hello Fresh

  66 Lister Ave Newark, NJ 07105

• 

  Hello Fresh - Every Plate

  2041 Factory St Richmond, CA 94801-2107

• 

  Hello Fresh Kitchen

  1025 Post & Paddock Grand Prairie, TX 75050

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:12/11/2022

  Type:Service or Repair 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 received a coupon for a free box. All I had to do was pay shipping, so I ordered it. Well, as weeks went by I kept receiving boxes. Turns out the company automatically enrolls you in a subscription you aren’t consenting to. An agent actually confessed that to me in a live chat. I attempted to cancel twice before they actually stopped sending me boxes. Customer service is TERRIBLE and will only offer a credit to be used towards another box. They refuse to refund me after I explained many times I never agreed to a subscription. Easy to say I’ll never order from them again and I’ll tell everyone about my poor experience.

  Business Response

  Date: 12/13/2022

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

• Initial Complaint

  Date:12/09/2022

  Type:Product 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 was offered 3 free meals through HelloFresh, plus shipping chrg. I picked 3 dishes and received 3 completely different dishes I absolutely did not order. I double-chkd and confirmed on website after ordering and receiving email that everything was entered correctly. They refused to credit my account for shipping and insisted I ordered those products, which is completely false. I have told them to cancel my account immediately, and that I want to see no further deliveries or charges. However, I still also now have to immediately cancel my bank card due to their reputation for untrustworthiness and continuous practice, according to other complaints, of wrongly charging others who have cancelled their subscriptions, and also reactivating accounts w/o consumer’s permission. I would like for them to remove my credit card info, as their site does not allow for this. (How they then get to keep charging you unsuspectingly.) This is a major, major hassle, but worth not being robbed. This company should be banned from doing business and held accountable.

  Business Response

  Date: 12/09/2022

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

• Initial Complaint

  Date:12/08/2022

  Type:Product 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 received a voucher for HelloFresh in the mail, stating it covers up to 7 free meals. When I used the voucher on December 7th 2022 to set up an account, they asked for payment information before seeing any of the menu, and before showing any prices, so I was led to believe it was to keep the card on file. When I finished creating my account, it automatically started a subscription, without stating any prices. I cancelled the subscription right away assuming the first box was free, as it stated a $70 discount had been applied. The next morning on Dec 8th I checked my bank account, and I had been charged $69.99 by HelloFresh. I called the number to reach customer service and was told there was nothing they could do and they were unable to offer a refund as the account had already been created. They said I had been given a 50% discount on that first box. That means one box for four people costs $130. The first complaint is misleading advertising, as the voucher states "Meals starting at only $4.67 per serving!", and clearly $130 for one 4-person meal is not remotely close to $4.67 a person, and 7 free meals is also very misleading if you are still paying $70 for one box. It is in no way cheaper than buying at the grocery store, even the most expensive ones, and you can eat at a restaurant for less as well. The second complaint is the failure at customer service, I had called within 12 hours of making my account and accordingly starting a subscription, and they were not able to do anything about it or offer any refund of any kind. I do not want this $70 box. I want my money back.

  Business Response

  Date: 12/09/2022

  Dear ******,
  
  
  We are reaching out in regards to the dispute you filed with the Better Business Bureau and are sorry to hear your experience was not a pleasant one during these challenging times. You have filed your BBB complaint with HelloFresh USA and we do not have access to your account to address your concerns. We have forwarded your complaint to HelloFresh Canada and you will be contacted by them directly within 48 hours. 
  
  
  

  Thank you, 
  
  
  HelloFresh USA 

  Customer Answer

  Date: 12/14/2022

  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 and the matter has been resolved.
  
  
  
  Sincerely,
  
  
  ****** *******
  
  
  
  
  
  
  
   
  
  
  

• Initial Complaint

  Date:12/07/2022

  Type:Service or Repair 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.

  Set up an account to view product offerings. Did not intend to purchase anything. Was charged on 12/1/22 for meals i did not choose. They said they couldn’t cancel the order because their system would not allow it. I cancelled the account online. They delayed the order a week so a supervisor could contact me. I never received a call so I contacted them through online chat on 12/7/22. Still say they can not cancel because I was already charged.

  Business Response

  Date: 12/08/2022

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

  Customer Answer

  Date: 12/11/2022

  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 and the matter has been resolved.
  
  
  
  Sincerely,
  
  
  
  ****** *****
  
  
  
   
   
  

• Initial Complaint

  Date:12/07/2022

  Type:Product 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.

  On 11/29/22, I cancelled my subscription to Hello Fresh via a bot on their website. They are saying I did not do so and they sent me another box and charged me 57.74. I contacted them when I received the box and they said my subscription was still active. I offered to send the box back but they just ignored that and tried to talk me into keeping the subscription, just changing to a different choice. I asked to speak with a supervisor several times. She finally said she would get one and then hung up on me. Terrible customer service! I called right back and that person said they couldn’t see where I had canceled my service previously and it was still showing active. She also told me that it takes 24-48 hours to have a supervisor call. I offered again to send the box back and she too never responded, just talked about other options. She said she looked for where I canceled my subscription via the bot, but couldn’t find it. I even explained the questions the bot asked and that it showed my subscription cancelled. I’m very unhappy with this company and their customer service. I want my money back but they refused. Will NEVER recommend them to anyone! I’ve used Every Plate before and would recommend and will probably go back to them. Never had any issues with them.

  Business Response

  Date: 12/08/2022

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

  Customer Answer

  Date: 12/08/2022

  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 and the matter has been resolved.
  
  
  
  Sincerely,
  
  
  
  ****** ******
  
  
  
   
   
  

• Initial Complaint

  Date:12/05/2022

  Type:Product 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 logged into my account in April and canceled my subscription, the customer service is saying I did not when I call them. I canceled it knowing I did not have the money to receive the boxes any more. I got no emails saying I had a delivery coming up or any notification. I called customer service and requested a supervisor. The second time I called back he said he had no control to refund my order and no supervisors available. I am requesting a refund without success. I do not want the box , as I cancelled my subscription.

  Business Response

  Date: 12/07/2022

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

  Customer Answer

  Date: 12/08/2022

  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 and the matter has been resolved.
  
  
  
  Sincerely,
  
  
  ****** ******
  
  
  
  
  
  
  
   
  
  
  

• Initial Complaint

  Date:12/03/2022

  Type:Product 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 visited the HelloFresh website last week because I was considering signing up for their Food Subscription Service. I created an account and was directed to enter my Credit Card information prior to being able to select my meals. As I was looking at the food choices, I realized that my family was not going to eat any of the options that were available. I IMMEDIATELY cancelled, with SELECTING Meal Choices or without SUBMITTING a request for the meal delivery service to begin. Well, 2 days ago a box showed up at my door. Not only did I not order the box, but it came with food that my family WILL NOT eat. I called Customer Service to discuss this issue. I was told that as soon as your credit card information is entered, a box is prepped for delivery. I was also told that 5 days is required for a Cancellation. So, I immediately cancelled the account that I had created, but a box was immediately prepped and sent with a 4 day notice?! I demanded my money back ... $77.81 ... but the Representative that I spoke with said that there is no way to override the System for a refund. He also put me on hold to speak with a Manager at my request. The same answer was given to me. I tried to dispute the charge with my bank, but in order to do that, I must CLOSE my current bank account and open another one. I can't do this because of all of the billing payment that I have being debited from this card. If you could please help me get back my $77.81, I would greatly appreciate it! It's Christmas time, and this expense was not factored into my bills. Looking at a company's good, should not entitle a company to a debit! ** If proof is needed, I can submit a picture of my banking statement!!

  Business Response

  Date: 12/07/2022

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

  Customer Answer

  Date: 12/07/2022

  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 and the matter has been resolved.
  
  
  
  Sincerely,
  
  
  
  ******** *****
  
  
  
  
  
  
  
   
  
  
  

• Initial Complaint

  Date:12/02/2022

  Type:Service or Repair 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.

  This experience was with hello fresh's other company, everyplate. They have multiple names for the same company. Three weeks ago, i placed an order for a box of groceries based on a promotion price in an offer I received from everyplate. When it arrived, a unfrozen packet of raw chicken had opened and coated the entire box's contents in salmonella. I contacted them thru chat and was offered my next box free to make up for it. The free box was given as an account credit for the full price of the next box minus shipping. That promise is the only reason I allowed a second box to be shipped. Today I was charged $117.77 for that free box I was promised. I contacted customer service and was told they could do nothing about it except apply the credit to the next box. I don't want the next box, and after today I never want to have any dealings with this company or any of its other companies. I want a refund for the entire amount I was charged for the replacement box I was offered for free. In return you can remove the credit for the same amount from my account. I've uploaded proof of the credit I was offered.

  Business Response

  Date: 12/07/2022

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

• Initial Complaint

  Date:12/02/2022

  Type:Service or Repair 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.

  HelloFresh offers a really low introductory price to get you to sign up and agree to the Terms of Service. After your first box is sent, they increase the price by 70% and charge your card without notifying you of what the charge will be. The invoice is made to be very difficult to find on their website and the pricing is not displayed in advance. Once I saw the charge on my credit card, without any communication from HelloFresh on what that amount would be, I called and tried to cancel the box. This was five days before my schedule delivery date. They told me that there was nothing that I could do and that the day to cancel my order was the day before. I was told that boxes can be canceled five days in advance. I then moved my scheduled order to three weeks from now and tried to cancel it to then be told that I still couldn't cancel it. I asked for a return label to send it back, since I don't want it and don't agree to pay for it; they said that they couldn't do that either. There is no real explanation why. Now that the box is scheduled for three weeks out and my subscription has been canceled, I am not allowed to make selections on what meals will be sent. So they are saying that three weeks from now they are going to send me a box of food that I didn't select, that they know that I don't want, for a price that I didn't agree to, and that I'm not allowed to return. This is a bait and switch and really dishonest business practices.

  Customer Answer

  Date: 12/06/2022

  Better Business Bureau:

  Hello, 
  
   
  
  Thank you for you quick attention to this matter. HelloFresh has contacted me and offered a refund. 
  
   
  
  Even though my specific complaint has been resolved, these business practices are clearly designed to manipulate people into extending their subscription longer than they want and to be charged more than they expect. While I don't need anything further, HelloFresh needs to address their practices and pricing and make it much more transparent. I was told many lies on the phone with their customer service while trying to address this issue (like that my food delivery box had already been packed three weeks in advance and could not be cancelled). A decision has clearly been made that if they are going to lose the customer anyway, they might as well get one more charge out of them while they can. 
  
   
  
  Thank you,
  
   
  
  ****** * **** 

   

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  
  
  Sincerely,
  
  
  
  ****** ****
   
  
  
  
  
  
   
  
  

  
  

• Initial Complaint

  Date:11/30/2022

  Type:Product 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.

  On November 30, 2022 I contacted HelloFresh regarding an order that is to be delivered on December 3, 2022. I didn't want this order, but because I forgot to skip it, I have no choice but to accept it. I went into the HELLOFRESH APP and it said I could make changes to the delivery. The food that was AUTO selected for my family was not something we would eat. I tried to make changes, as the HELLOFRESH APP said I could and I couldn't change the recipes. I contacted Customer Service to assist me and the refused to help. They are now forcing me to accept the food that I don't want. Even though the HELLOFRESH APP clearly states that I can make changes to my order. I have cancelled my subscription, this is terrible customer service.

  Business Response

  Date: 12/06/2022

  Dear *******
  
  
  We are reaching out in regards to the dispute you filed with the Better Business Bureau and are sorry to hear your experience was not a pleasant one during these challenging times. You have filed your BBB complaint with HelloFresh USA and we do not have access to your account to address your concerns. We have forwarded your complaint to HelloFresh Canada and you will be contacted by them directly within 48 hours. 

   

  Thank you, 
  
  
  HelloFresh USA