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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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/02/2022

      Type:Delivery 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 ordered meal preps from this company before, but when I attempted to do the same thing this time the site had changed. When attempting to place my order it asked for me to complete my credit card information before I could even choose my meals. On or about 10/27 or 28/2022 I started my order of desired meal and then when confirmed noticed that I was being given recipes and ingredients. I then attempted to cancel the order but when I asked how to cancel it gave me the details on canceling the subscription. I put in the notes that I didn't want to receive this and thought that it was canceled. I then received an email telling me that the order was on its way but just thought that it was a mistake. I then received the order on 10/30/2022 and when I called they told me that there was nothing that they can do about it. I asked to speak with a supervisor and was told that I would receive a call back but I never did. Per the agent I wouldn't have been able to cancel order anyway. There should be a better clearer way to cancel a purchase. I feel that I should have been able to enter my card information after I was clear on what I was ordering not before. I feel that this was a way to ensure that the purchase was made. The agent told me that the website was very clear and no it wasn't. I don't have a way to go back to the website to provide proof since I feel that I would have to enter my information again. I'm not sure why the cancelations have to be separate. The agent wasn't helpful at all and I am still awaiting a phone call from a supervisor. Please help me in getting a resolution.

      Business Response

      Date: 11/02/2022

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


      Thank you, 


      The HelloFresh Team 

      Customer Answer

      Date: 11/03/2022

      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:10/31/2022

      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 had received from a family member that uses Hello Fresh an advertised card to give new customers a free box to hello fresh customers with a subscription purchase. When I went onto the website HelloFresh.com/free-box I was prompted to select my subscription plan that I was wanting to with this company. Once I did that I was able to enter the promo code to receive a free box. The system next asked to set up an account with them and enter all of my information including billing, and delivery. Once I did that I was then prompted to choose my meals I wanted for the free box. I did that and then when I went to my order history for some reason Hello Fresh Cancelled my order of my free box with an explanation of saying "Our system was able to detect that your information, such as last name, address, and phone number, was linked to another account, which is the primary reason why the system canceled the box." even though I have never used their services before and then gave me a pending charge on my account of $86.91. I believe that this advertised claim of a free box should be discontinued do to the fact that HelloFresh is instead canceling these orders and then charging new customers whom never used this service $86.91. This should constitute for fraud. Attached I have the Advertised Claim, and the chat log from an existing Agent who was unable to help me about my issue. He stated that since a past tenant whom moved out of my apartment number was a customer and that I moved into was the reasoning why me a new customer couldn't use this advertised promo. Attached I have a photo of the advertised claim. And can provide chat logs from representatives of HelloFresh.

      Business Response

      Date: 11/04/2022

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


      Thank you, 


      The HelloFresh Team 

      Customer Answer

      Date: 11/10/2022

      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:10/26/2022

      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.
      Hello Fresh took $198 from my checking account on 10/19 for a Thanksgiving box I didn’t want. I knew if this because I received an alert from my bank, *** **** that a large transaction occurred on my account. I called Hello Fresh 2 minutes after they took the $198 from my account. The rep I talked to said she would cancel the box and I’d get the refund immediately. The next day, 10/20 there was no refund. I called Hello Fresh and they said the box wasn’t cancelled so they cancelled the box. However, I’d have to wait 5 to 20 days for a refund. Today, 10/26, I called to ensure my refund was coming and was told my box was never cancelled. They cancelled it today. I’ll have to wait 5 to 10 days for my refund. I called my bank and they said the Merchant, Hello Fresh has to release the money. I can’t afford this. This is awful.

      Business Response

      Date: 11/01/2022

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


      Thank you, 


      The HelloFresh Team 

    • Initial Complaint

      Date:10/25/2022

      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 reactivated my account after having bought 16 boxes in the past and stopped when it got too expensive for my budget. I reactivated when I received a discount code which I was using to order this first box. I had moved in the meantime and was not presented with a change of address option when reactivating my account and did not think to check in the account preferences which was obviously my mistake. When I got an email saying the box was delivered, I opened a chat with the online chat bot and they did not try to confirm my address so I thought my address was correct and that my package was just not delivered so they told me to wait until 8 PM the same thing happened the next day and finally today (October 25th 2022) they asked me what my current address is. If they had tried to confirm my address two days ago I may have had the chance to go grab it from the old house. They will not offer me a refund and I went to the old address and the box was not there so I do not have the food and am out $75.91. I wish to receive this money back because I currently have Covid and cannot even go grocery shopping at the moment. The 4 different HelloFresh employees did not try to keep my business after having bought 16 boxes in the past. I was very disappointed by the way they handled the situation with only a partial $37 credit that I cannot use until December when my reactivation deal is over. In the attached photos are the emails I received where they should confirm an address, it’s not a privacy issue because any other online ordering system does so.

      Business Response

      Date: 10/31/2022

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


      Thank you, 


      The HelloFresh Team 

    • Initial Complaint

      Date:10/24/2022

      Type:Sales and Advertising 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 had logged in (Per website prompt) I then was immediately asked to update payment information. Which i did. I then was able to log in to explore options as I am switching to a plantbased diet. I didn't like my options so i decided to pass. never hit confirm. I then get a notice of a 100 dollar charge. I called customer service and they would not refund me since the the order was in shipment. which i received no confirmation for and never agreed to. I then was hung up on and called back and was told i would be refunded. Never happened. I got the order this weekend which contained meat.. which i no longer eat. I also had a fridge full of new groceries at this point since i was not planning on going with the meal plan option. The box came in and i received meals with chicken and decided to make the best of it and use it for meal prepping for my fiance. Once of the packets of chicken was not sealed all the way and leaked over EVERYTHING under it in my fridge.
      I then had to toss almost 100 dollars worth of fresh produce. Not only am i beyond livid with this situation, i am now out 200 dollars over a meal prep i never wanted/ agreed to. This company is disgraceful.

      Business Response

      Date: 10/27/2022

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


      Thank you, 


      The HelloFresh Team 

      Customer Answer

      Date: 10/29/2022

      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:10/22/2022

      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.
      After complaining about this company I deactivated my account but still had another box being delivered. The box stated it was delivered but it never arrived to my doorstep. I called and complained and the company said there was nothing they could do. I was waiting on that box and ended up having to buy groceries for that week while all they could do was give me a credit to my hello fresh account for another box. The rep advised me to reactivate my account order the box and deactivate to avoid being charged. I did like he stated. Reactivated, selected my meals and changed from 2 people to 4 people. I was going to have to pay and additional fee of $21.99 which I was charged. 10/22 comes around and the box actually arrives to my door. I open the box only to have different meals than the ones I selected in the box and less servings than I was charged for. I literally spent more than 45mins on the with the rep Ann and sent her proof only for them to change reps after I sent the proof. Then the next rep asked for time to review everything as if I wasn't already frustrated. This company is just all over the place. Then he claimed I never changed my meals which I did when I reactivated. It was just a total waste of time and meals I would never eat forced on me. I don't eat pork or chicken. I want my refund of the box that wasn't delivered the previous week and the additional charge from this week.

      This company does nothing but send you in circles with no resolution. The rep kept saying those were the meals I selected when I know for a fact they weren't because I paid for upgrades and the servings were incorrect as well.

      A screenshot of the amount of people the meals was for is attached along with the total amount. Also, a screenshot of my bank being charged for proof I had the wrong meals. There's only food for 2 people in the box sent. On the screenshot you'll see 4 people listed.

      Clearly the company is in the wrong and I don't appreciate customer service.

      Business Response

      Date: 10/27/2022

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


      Thank you, 


      The HelloFresh Team 

    • Initial Complaint

      Date:10/21/2022

      Type:Billing 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 free first box promotion from my sister. I selected my meals, and it took me to the market section after. I selected one item, expecting to be charged extra. However the total in my cart did not go up. The promotion did include three additonal 'surprise' items, so I wondered if perhaps it was being applied to that. I moved on, and my total at checkout remained $10.99 for the shipping. Upon checking my bank account I saw two additional charges totaling almost $64. One for the soup from the market section, which I would have been fine with... And another much larger charge. I was told this was for "premium recipes." $53.94 for "premium recipes?!" You have got to be joking. Apparently there were 3 of them and I was only charged the difference between a regular and premium. Which does not at all seem to equal out. I spoke to three different customer service reps, one of whom was extremely rude. Apparently they just flat out refuse to give refunds. I have the receipt proving my total was $10.99. I have proof! I can't believe they are still allowed to do business!

      Business Response

      Date: 10/25/2022

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


      Thank you, 


      The HelloFresh Team 

    • Initial Complaint

      Date:10/20/2022

      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.
      Hello Fresh acting as everyplate, had an introductory offer , i went to the site to check it out, it seems great, you have to create an account with payment method before you can view or select your meals. I got to the selection part and discovered they were all not something i would eat.

      Business Response

      Date: 10/25/2022

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


      Thank you, 


      The EveryPlate Team

      Customer Answer

      Date: 10/26/2022

      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:10/17/2022

      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.
      Date: 10/17/2022

      Hello Fresh' quality is not as they advertise. Sometimes the food is overly ripe, at room temperature (unsafe to eat due to risk of bacterial growth) or ingredients are missing. Their customer service portal on their application is designed to be non-customer service friendly. I contacted them by phone and spoke w/ man today. I explained to him that the food I received today was room temperature and that I wished to cancel my subscription. He asked me if I just wanted to skip my next subscribed order. I said no. He asked me if I felt like still wanted to cook it. I told him no.I repeated to him several times that I wanted to cancel my order. He then placed me on mute for about 5 minutes. I asked if he was still on the line. He said he was and then put me back on mute. After another 5 minutes, he disconnected the call.

      This company ships food that is often over ripe and sometimes items are missing or substituted. I have not been happy with the food quality overall. I've sent notifications before about missing or over ripe items. I have not received any response or request to replace the items.

      I realize that this vender can't control the shipping process but they can control the quality of their products. As far as I am concerned, they over-hype their product in their advertising. I certainly would not rate this company as anymore than more than a "C "and people should be aware.

      Business Response

      Date: 10/19/2022

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


      Thank you, 


      The HelloFresh Team 

      Customer Answer

      Date: 10/20/2022

      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:10/17/2022

      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.
      Date of transaction(s): 10/21/2022

      I updated my form of payment from a debit card to a credit card earlier in October. Shortly after, I decided to cancel my box because of unexpected expenses.

      Apparently, updating your credit card means that HelloFresh's APP is so glitchy that it creates TWO accounts for you under the same exact login information. The only problem is that you can only see the ONE account.

      So, after skipping a few weeks of meals, HelloFresh sends me a "come back" offer with $10 off my next few boxes. I accepted. And I was excited to get my next meal on 10/25!

      BUT my order for 10/21 showed canceled on my end. I even screenshotted it to the agent and showed them what I saw. I was also charged the FULL AMOUNT for this box. A box that I can't even see what it contains because on my end it says YOU MISSED THIS WEEK (SKIPPED)

      Agent AND Supervisor REFUSED TO OFFER A REFUND and said all they can do is CANCEL MY ACCOUNT that has the WELCOME BACK OFFER applied.

      I want my MONEY BACK for the meal I skipped which it says in your LEGALLY BINDING CONTRACT that I am NOT obligated to pay for. And I want both of these accounts cancelled IMMEDIATELY! I wanted to try your meals again especially when you sent the offer but after this, I am so upset with this company I will NEVER do business with them again.

      Business Response

      Date: 10/19/2022

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


      Thank you, 


      The HelloFresh Team 

      Customer Answer

      Date: 10/20/2022

      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]


      The company never reached out to me. Checked spam folder and nothing is there. Checked phone and no call. 


       


       


       


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




      Sincerely,


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


       



       

      Business Response

      Date: 10/20/2022

      Dear *******,


      We contacted you via the email on 10/19/2022 using the email address on your HelloFresh subscription addressing your concern. 

       

      Thank you 

       

      The HelloFresh Team 

    HelloFresh is NOT a BBB Accredited Business.

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