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Business Profile

Food Delivery

HelloFresh

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Food Delivery.

Important information

  • Customer Complaint:
    Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 5 complaints handled through our conciliation process.

Complaints

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

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HelloFresh has 6 locations, listed below.

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    Customer Complaints Summary

    • 2,136 total complaints in the last 3 years.
    • 239 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/29/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 purchased a Groupon that covered 1 week/3 meals for 2 people and was sent a link to redeem through Hello fresh. I submitted my order 11/26 and was shown a zero balance but was unable to complete my order due to the system REQUIRING my credit card information under the guise that it would only be used if I placed any future order. I checked my account today and Hello fresh charged my cc 70.93 (the regular price for a weeks order) I called and was disconnected then I called back from 2 phones and received a message that I encountered and error. I reached out via chat and was told that I would have to reach out to Groupon for a refund. That would mean that I paid full price for a Hello fresh week and would ask for my 23.00 refund from Groupon. The whole reason for the purchase was to save money and avoid full price. I also was signed up through the system without my knowledge for auto ship and would have been charged again next week had I not gone into the account and cancelled my plan (the plan I did not sign up for) This was all for a 1 time purchase and now I am stuck with 2 charges.

      Business Response

      Date: 11/30/2022

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


      Thank you, 


      The HelloFresh Team 

    • Initial Complaint

      Date:11/27/2022

      Type:Product Issues
      Status:
      Resolved
      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 my subscription and did not receive a box the following week due to the fact that I cancelled the subscription. I was doing some online banking and noticed a charge from hello fresh and was confused. I then went to check on the website and the items in the box are not something I can eat due to my religion. When I called customer service I was informed that I did cancel but because I went on the website it automatically reactivated. When I told her that I did not reactivate she informed me that it is done automatically. I do have other meal subscriptions and when I want to reactivate it asks for my permission. Also when I tried to tell the lady I can not use the meals she informed me that is fine give it to someone. She did not attempt to take any money off or try and fix. She informed me that this is the company policy. I have been using this meal kit for a while now. Due to the changes in our family employment I had to cancel. I don't have the funds to spend on this which is why I cancelled. I am very unhappy and stressed.

      Business Response

      Date: 11/29/2022

      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: 12/02/2022

      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:11/27/2022

      Type:Product Issues
      Status:
      Resolved
      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.
      About three months ago I received an email from Hello Fresh, advising me that my friend Todd bought me a one-week food package, as a trial offer of the service. The only thing required of me was to pay $12 for shipping. For this trial box.

      I didn’t know much about Hello Fresh, and was extremely busy with work and life, and didn’t do anything for roughly the next ten weeks. Then I got an email from Hello Fresh advising me that the free trial was about to expire, so I went through the process of paying for the shipping charge, entering my address, etc.

      The food arrived and was okay, but it was difficult for me, as:
      I don’t have 30+ minutes to cook each day, and spend the additional time washing dishes etc
      I don’t have the refrigerator space to house all the ingredients

      It is for this reason that I did not reply to any of Hello Fresh’s follow-up emails, asking me how I liked my trial kit etc.

      Then, on Saturday, November 26, I received an email that my new box of Hello Fresh had been delivered to me that day. I could not believe it, because I never signed up for the service, I never asked to, I never responded favorably to an offer for me to do so. I simply did nothing.

      So I have a box now sitting on my floor for which I have no use.

      I called Hello Fresh on Sunday morning at about 10:15am to request that it refund whatever it billed me for this package, and tell me how to ship it back to them.

      Hello Fresh refused, saying it is not their policy to refund charges or accept product returns. Further, the rep said that I signed up for the service, by agreeing to pay for the shipment of the trial gift package. I disputed this, and told them if they don’t immediately refund this charge, and take me off their service, they will see me in court. The rep said she cannot do that. I requested that she transfer me to a supervisor. She said she’d have one call me back.

      Business Response

      Date: 11/28/2022

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


      Thank you, 


      The HelloFresh Team 

      Customer Answer

      Date: 11/29/2022

      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:11/26/2022

      Type:Product Issues
      Status:
      Answered
      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 promotion from hello fresh and when I went online to see what they offer. I didn’t check out or order anything but they sent me boxes anyway. When I called to complain they said me just looking at the promotion activates an account. They refused to refund me my money or to put a stop in future boxes

      Business Response

      Date: 11/28/2022

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


      Thank you, 


      The HelloFresh Team 

    • Initial Complaint

      Date:11/23/2022

      Type:Product Issues
      Status:
      Answered
      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 8th, I used a HelloFresh coupon that advertised one free box of HelloFresh. I paid 10.99 in shipping and received my box. The following two weeks I’ve been sent more boxes of food and haven been charged $71 each week. When I called the business, I was told that they would not take the food back and would not give me a refund. They stated that because I claimed the free box coupon, I was now subscribed to receive boxes weekly. As a struggling unemployed college student, I never would knowingly subscribe to pay $71 a week.

      Business Response

      Date: 11/28/2022

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


      Thank you, 


      The HelloFresh Team 

    • Initial Complaint

      Date:11/22/2022

      Type:Product Issues
      Status:
      Answered
      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.
      Hello fresh has been ignoring my skips, double dipping in my accounts. Didn’t cancel account when requested. Also, were able to some how get and charge my new credit card after speaking to my bank about the fraud dispute. My bank is taking very serious. I recommend this company not be allowed to do business

      Business Response

      Date: 11/23/2022

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


      Thank you, 


      The HelloFresh Team 

    • Initial Complaint

      Date:11/22/2022

      Type:Billing Issues
      Status:
      Resolved
      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 account last month 10/22. They charged me today and are sending me a box 11/26 because I opened an email which made my account active. they charged me the full amount of the box and when I called their customer service they said there was nothing they could do and they could not refund me even though it was 100% on their companies part. So the week of thanksgiving I am now receiving a hello fresh box I did not want because their company marked my account active which led to them sending a box, because I opened a promo email. They then told me if I wanted my money back so bad to file a dispute with my bank. This whole thing has been ridiculous and this company sounds fraudulent in how they go about things. I never consented to another box after my account being cancelled and this entire this is absolutely wrong.

      Business Response

      Date: 11/23/2022

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


      Thank you, 


      The HelloFresh Team 

      Customer Answer

      Date: 11/23/2022

      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:11/20/2022

      Type:Product Issues
      Status:
      Resolved
      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.
      Hello fresh charged me for boxes I didn’t not approve of, I never chose meals, never chose a delivery date, never got an email about a shipment or delivery. The maintenance staff of our building let us know we had rotting boxes. I was charged so much money I didn’t approve of. I contacted the help desk and they didn’t want to help me at all. I

      Business Response

      Date: 11/29/2022

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


      Thank you, 


      The HelloFresh Team 

      Customer Answer

      Date: 11/30/2022

      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:11/18/2022

      Type:Product Issues
      Status:
      Resolved
      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.
      The fiasco of cascading issues with HelloFresh began 6/24/22. In every shipment there was at minimum spoiled or rotten produce. sometimes it was only 2-3 items. Others it was so bad the meals couldnt even be made. They would only ever offer "credit" on the account. Fast forward to September, when i planned to get my last box and cancel my subscription. The ENTIRE box was spoiled. I purchased premium meals and it was rancid. They delivered over 24 hours early, in which i was not home sitting in sun on an unseasonably hot day ( 13+ hours) the Rep issued a "full credit" of the box. So the next time i go to order i get many of similar products and meals. I mindfully keep the total to BELOW my credit amount so that i should only be billed 9.99. When i saw the shipment notification, i also looked at the "invoice" that was showing a total for 121.88. When i spoke to the rep, he "assured me" that i would only be charged the 9.99 because he could see that i had enough credit to cover that. i stupidly believed him and didnt check again until 10/14. i got 2 more boxes in this time ONLY because i got credited for my full box due to it being shipped without any insulation (TWICE) one ice pack and a cardboard box with ingredients. They were disgustingly bad. I tried to just use up the amount of credit i had so i could just be done with this horrendous experience. Now i check my credit card account on 10/14 and i am seeing HUGE (over $400)/repeated charges from HelloFresh. I spent over 4 hours with a rep, who initially said i could screen shot my statement to show i was billed and they would refund the amounts. As i am doing this he comes back to say "sorry you cant use credit on premium meals or market products" This is NEVER mentioned ANYwhere by anyone, not to mention the original credit was for premium meals i purchased! They finally agree to refund me 167.86, but not for the previous 2 boxes. Then they only refunded 131.88 out of 405.64 (not incl. shipping) Still in dispute

      Business Response

      Date: 11/29/2022

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


      Thank you, 


      The HelloFresh Team 

      Customer Answer

      Date: 12/06/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      I need more time to determine any satisfaction with the results of my complaint. What they have stated they would refund has not yet posted to my account. I would like to ensure that all promised refunds are posted before i accept the or close out this complaint. 

      Thank you

       

      --

      ************************************ ***** **** ***** *** 

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

      ***********************************




       

      Business Response

      Date: 12/09/2022

      We are currently working with the customer regarding this matter. 

       

       

      Thank you, 

       

      The HelloFresh Team 

       

       

      Customer Answer

      Date: 01/03/2023

      Better Business Bureau:

       

      its doesnt need to be reopened, it is now resolved adequately. However I did not miss any of the 6 day response windows. I specifically asked for more time upon the first message and then responded again because it still needed some more time. But its all taken care of right now. 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:11/17/2022

      Type:Product Issues
      Status:
      Resolved
      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 had to cancel my hello fresh order 6 times now. the first time on their website and the next five times by calling up their customer care. each time the cancellation is only temporary with anpother box showing up unannounced 4-5 weeks later. each time i call up and they assure me it wont happen again. BUT each time i get charged the 100$ for the box delivery. However i have since moved from that house and now i still get deliveries sent to that old house(which no longer exists) despite me having "cancelled". so now theyre sewnding me deliveries that im not even getting anymore and im still getting charged for them despite not actually receiving anything. customer care has said that they have no intention of fixing their mistake or refunding the money they have stolen from me. im at a loss here because as it stands right now i have literally no way of stopping these fuckers from stealing my money

      Business Response

      Date: 11/21/2022

      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: 11/21/2022

      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,



      ******* ******







       


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