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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:11/17/2022

      Type:Sales and Advertising 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 set an automatic payment based on old information when I had an account with them. That accounts was canceled over a year ago. I received an email and when I opened that email this automatically restarted that account. I called this company, emailed this company of the unauthorized payment but to no avail. I'm working now with my bank and PayPal to block them. This organization is doing illegal activities for they are using tactics to force consumers into business with them.

      Business Response

      Date: 11/21/2022

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


      Thank you, 


      The HelloFresh Team 

    • Initial Complaint

      Date:11/15/2022

      Type:Delivery 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 logged in to check an email I received and then deactivated it right away. I got an email saying I ordered something when I didn't I called right away same day and they told me nothing they could do it had already shipped. I said how I just logged in and out there's no way and i didn't pick or order anything and they said couldn't do anything. They took my info said they would have a supervisor call me that none were working and no one called me and I tried contacting supervisor several more times they wouldn't connect me to anyone or give me there info to make a complaint. They told me to report with my credit card company. I got an email saying it was delivered and I never received anything I called again and same thing the run around. I never received anything or ordered anything and they didn't reimburse my card they tried to give credit when I will never order from their crooked company this is fraud. I want to speak to an American high up in the company they keep telling me no one in charge and I know that's a lie and I want my money reimbursed and my account information deleted out of their system so this doesn't happen again.

      Business Response

      Date: 11/22/2022

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


      Thank you, 


      The HelloFresh Team 

    • Initial Complaint

      Date:11/14/2022

      Type:Order 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.
      My order was placed Nov. 7. I ordered a box of 5 meals. My order was late arriving and when it came everything in the box was destroyed or damaged. I called customer service on Nov 12th to see if they could send me out another box and was told they could not but a credit for the box would be on my account. This morning when the next order was due to be placed, they were charging me the full amount and no credit was coming off. I called customer service and was informed that I still had a small discount on my account and could not use the $91 until I used all of my discounts. So I had to order at least 4-5 more boxes before I could be reimbursed for the damaged/spoiled product they sent me. The product smelled horrible and the ice packs were completely melted. The package only came 1 day late so the ice packs should’ve been fine. The bags were soak and wet and the smell from the box was terrible. But as long as I have a 1% discount on my account they will not replace the damaged box I received.

      Business Response

      Date: 11/15/2022

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


      Thank you, 


      The HelloFresh Team 

      Customer Answer

      Date: 11/18/2022

      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:11/11/2022

      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.
      The company's website deliberately does not save changes to the menu and they refuse to help with changes and REFUSE to refund when asked. Additionally when I reached out to customer support and said that I would contact the BBB about the issue, customer service agent ***** threatened me and said it would "backfire" on me and "come back on me" if I did.

      Business Response

      Date: 11/17/2022

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


      Thank you, 


      The HelloFresh Team 

    • Initial Complaint

      Date:11/09/2022

      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 many issues with Hello Fresh over the 5 years I have been a customer. Lately, they have gotten so bad with delivery issues and missing ingredients, that I called on 11/9/22 to cancel my account. I had $59.94 in credit from a refund for a box that arrived late with all the food spoiled.
      The customer service agent refused to refund that amount back to my card. I also had a credit from the many other mistakes they made, and that customer service rep from a prior conversation failed to refund the entire amount. Instead of the $74.94 owed, I was only given $47.94, $27.00 less than I was owed. I was told that that was the only amount the system would allow...whatever that means.
      Hello Fresh owes me $86.94 for what I paid for spoiled food and missing ingredients.

      Business Response

      Date: 11/10/2022

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


      Thank you, 


      The HelloFresh Team 

      Customer Answer

      Date: 11/11/2022

      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:


      [Your Answer Here]


       


       


       


       


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




      Sincerely,



      **** *****









       

      Customer Answer

      Date: 11/14/2022

      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:11/08/2022

      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 have been trying to cancel this service for 2 years. Since they provided no option to do so I've been "suspending" deliveries all whilst still trying to cancel. I forgot to log in and suspend deliveries this month (that's all I've been able to do) they just took $60 from my account. It was loaned to me as I am struggling financially at the moment now they're saying there's nothing they can do about it. The address on file isn't even my current address and I WILL NOT RECEIVE THIS SHIPMENT NOR DO I WANT IT!

      Business Response

      Date: 11/10/2022

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


      Thank you, 


      The HelloFresh Team 

    • Initial Complaint

      Date:11/06/2022

      Type:Sales and Advertising 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.
      October 30, 2022 I cancelled my subscription to HelloFresh. I received a confirmation. November 2, 2022 I received a texture email trying to entice me back. It was a pop up type notice on my phone so I can't remember if it was a text or email. I click to look at the offer but didn't see what it was. decided to check it out when I got home. When I got. home I checked for an email with the promotion. Didn't see any email or text with an offer for HelloFresh. Today, 11/6/22, I received a text that I would be getting my delivery tomorrow! I refused the delivery then went on line to see I had an active subscription. So I canceled again, today 11/6/22. When I contacted the company they said I didn't cancel on time so there was nothing they could do. I said how could I cancel when I didn't resubscribe or place an order. They did confirm I cancelled 10/30/22 and she confirmed I had cancelled earlier today when I saw the delivery notice, today 11/6/22. She couldn't tell me when or how I resubscribed. If they resubscribed me just because I clicked to look at the offer, this is deceitful. What ever they did, I can't find the email or text that was sent asking me to resubscribe, it disappeared. The amount is only $15.28 but that's not the point. The point is I didn't resubscribe. My original weekly subscription was $80 so it could have been worse. I just don't want this type of sneaky re subscription to happen to anyone else.

      Business Response

      Date: 11/08/2022

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


      Thank you, 


      The HelloFresh Team 

    • Initial Complaint

      Date:11/06/2022

      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 contacted hello fresh 11/6/22 to cancel a box that automatically charged the same 11/6/22 invoice ID **********************. I was told that my order couldn’t be canceled. The order isn’t set to arrive until 11/10/22 and has not been packed or shipped. I reached out through chat and was told it couldn’t be canceled, I called support and was told it couldn’t be canceled, I then asked for a supervisor and was told there weren’t any available so I told them I would wait. When I was finally connected with a supervisor she was incredibly rude and abrasive and hung up on me when I asked to talk to someone else. I don’t want the box, I just want it canceled.

      Business Response

      Date: 11/08/2022

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


      Thank you, 


      The HelloFresh Team 

    • Initial Complaint

      Date:11/04/2022

      Type:Service or Repair 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 asked to cancel my account in August, after accidentally making a purchase. I was talked into not canceling the account, and I was refunded, with no expectations to ever unpause the service. On 11/4/22, a 59,93$ charge appeared on my account at 1:35AM PDT. I was refused a refund, due to the new company policy. Orders that are placed 4 days prior to delivery cannot be canceled. The order was resumed automatically, without my involvement, late at night, 4 days prior to the delivery and I was refused a refund. The account is now canceled.

      Business Response

      Date: 11/07/2022

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


      Thank you, 


      The HelloFresh Team 

      Customer Answer

      Date: 11/07/2022

      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:11/04/2022

      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.
      So I used the free trial of hello fresh .. although I liked the food wasn’t enough for me and my family so I decided to cancel . Moving on I didn’t receive a cancellation email but didn’t think anything of it .. app no longer in my phone and as far as I knew it was cancelled . So this morning I wake up to 85 dollar charge for a new box .. mind you I said I cancelled the box. I called 2 hours after I seen the charge and all of a sudden they are telling me it’s too late to cancel and all I did was pause the box and they cannot give me a refund . From two hours ago for a box that’s delivering next week and for.l food that I don’t even want . I requested they remove my card from their system and of course they stated 45 days. Then no way to speak with a supervisor. They kept saying one will get back to me in 24 hours . I need my refund now not 24 hours. Long story short they are a scam . They intentionally did not send the cancellation email so that they can have a reason to get their money due to me only using the free trail for 5 free meals . I am disputing with my bank . But unfortunately I’ll have to wait about 7 days or so for the charge to post. This was very inconvenient and no way to remove my information from their system total scam and I will never use this company again . Total fraud!!!!!!!!

      Business Response

      Date: 11/07/2022

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


      Thank you, 


      The HelloFresh Team 

    HelloFresh is NOT a BBB Accredited Business.

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