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 Kitchen

  1025 Post & Paddock Grand Prairie, TX 75050

• 

  Hello Fresh Kitchen

  1025 Post & Paddock Grand Prairie, TX 75050

• 

  Hello Fresh

  66 Lister Ave Newark, NJ 07105

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:10/16/2022

  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 purchased a subscription from Hello Fresh on Saturday, 10/15/22. You have to enter your payment information before you can see what is available for meals. There was nothing available that I could eat so I IMMEDIATELY cancelled my subscription. Please see screen shot attached. This was within minutes of entering my payment information.
  
  I received a confirmation of the cancellation but it stated that I would be charged for a shipment on October 20th. Since this was all done later on a Saturday, I called today. *******, the representative was very professional but put me on hold to check with logistics who said I could get no refund because it was in process. I again explained to him that I immediately -within minutes- cancelled my subscription so he said he was checking again with logistics. He then offered me one half of the cost of the box and said I would still receive the box.
  
  I again told him that this didn't make any sense since I literally had cancelled within minutes of signing up. I am requesting a full refund of the box.
  
  Thank you.
  ***** ******

  Business Response

  Date: 10/18/2022

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

  Customer Answer

  Date: 10/19/2022

  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:10/16/2022

  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 never received my hello fresh box since their shipping carrier just dropped the package outside our apartment gate in front of a busy street so of course it would get stolen. After speaking with customer support, a refund was not possible but told me credit will be given to my account which I never received and got charged another $60 for next week. I canceled my service and want my money returned.

  Business Response

  Date: 10/17/2022

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

  Customer Answer

  Date: 10/18/2022

  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:10/15/2022

  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 have paid for over 96 boxes with having majority of them delivered to the wrong address when the label is clear & give detail instructions! I have also emailed drivers the day of the delivery to make sure they are at the right Apartment complex even though it’s on the label & special instructions and they continue to leave my box wherever they feel like it! Tired of getting credits & refunds when it’s the food I’m paying for! I have contacted HelloFresh numerous of times with no resolution other than thank you for being a long time customer & an apology for the inconvenience and no changes in my boxes being delivered to someone else to eat my food for free! I have asked for a special request to have my food delivered by *** ** so I can be assured to get my boxes when I’m suppose to! Response is sorry *** ** don’t deliver in your area! My entire family that live in another state does not have this issue & *** ** does their deliveries! Ask for a supervisor they won’t let to you speak to one nor do the supervisors call back! The customer service & the delivery of the food is unacceptable for the money you pay!

  Business Response

  Date: 10/18/2022

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

  Customer Answer

  Date: 10/18/2022

  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 have finally spoken to someone after numerous attempts of asking to speak to a supervisor to address my concerns & disappointment in the service I’ve received since being a long time loyal customer! As of yet there has not been a resolution to the issue nor was I assured if I decide to come back that I would receive my food on a consistent basis! Nor taken ownership that the drivers that are delivering the boxes are knowingly dropping off at wrong addresses based off the proof I have provided leaving my personal information for others to target me for identity theft! 

  
  

   

  
  

   

  
  

   

  
  

   

  
  

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

  
  
  
  Sincerely,
  
  
  
  ******** ******
  
  
  
  
  
  
  
  
  
   
  

  Business Response

  Date: 10/19/2022

  Dear *********

   

  Thank you for your patience as we investigate this matter. We are currently working with courier management as to the cause for the inconsistent deliveries to the correct address.
  
  
  Thank you, 
  
  
  The HelloFresh Team  

• Initial Complaint

  Date:10/13/2022

  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.

  Very dishonest and fraudulent company. I have never done business with Hello Fresh but they have been billing me $60.55 every week for the past 4 weeks. and continue to do so. I called their company and they just tell me that I do not have an account with them nor have I ever had one. They ask for the last 4 digits of my card number, my zip code, and my name when calling. They searched their records and said I do not have an account and they can not help me. I again explained that they were billling me every week and they stated it was impossible to bill a credit card without sending food to the billing address. They said that security measures in their company prevent anyone from using my credit card and shipping to a different address than my billing address. I again explained that they were billing me every week. They agreed to have a supervisor research their billing system to find charges to my card and call me. The supervisor called a few days later and stated that they needed an order number and couldn't research why I'm being billed with just my credit card number, I explained that I don't have an order number because I don't have an account. The supervisor said they couldn't do any thing for me without an order number and told me to just dispute it with the credit card company, I called the credit card company to dispute the charges and had to cancel my card. A few days later, the credit card company said Hello Fresh replied and told them that I had agreed to recurring charges and were able to get my new credit card number due to Visa's policy regarding recurring charges. They keep billing me and I have to call the credit card company every week to dispute this.

  Business Response

  Date: 10/17/2022

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

• Initial Complaint

  Date:10/10/2022

  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 used a giftcard from a friend who used HelloFresh.com to give the service a try at a discount. I tried it, then canceled my subscription. Six months later, I get a charge I didn't authorize for a product I never ordered. I want this compnay to leave me alone and to delete my credit card information.

  Business Response

  Date: 10/12/2022

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

  Customer Answer

  Date: 10/12/2022

  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,
  
  
  
  ******* *******
   
  
  
  
  
  
  
  
   
  

  Business Response

  Date: 10/13/2022

  Dear ********
  
  
  We are reaching out in regards to the dispute you filed with the Better Business Bureau and sorry to hear your experience was not a pleasant one during these challenging times. We have issued you a full refund of $31.89 for your 10/11/2022 order, please allow five to ten business days for the funds to post depending on your Financial Institutions processing time. This confirms your HelloFresh subscription associated with email k************************ is cancelled and your payment information removed. Your request for all other information to be removed is being processed, we truly apologize for any inconvenience this may have caused. 

   

  Thank you, 
  
  
  The HelloFresh Team

  Customer Answer

  Date: 10/13/2022

  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.  That said, one needs not look around on the internet too far to find many others who have had a similar negative experience with this company.. What makes that sad, is that the product this company offered is a good one.  In fact, had I not felt hoodwinked and scammed when I first interacted with HelloFresh (when anther client of yours gave me a coupon (which turned out not to be what it seemed) and I ended up paying money I hadn't intended to spend, I might have even continued with the service.  So, I hope this message makes it to someone who can change things at HelloFresh:  YOUR PRODUCT IS QUITE GOOD.  YOU DON'T NEED TO TRICK PEOPLE INTO TRYING IT.  JUST BE HONEST, AND WHAT YOU HAVE WILL SELL.
  
  
  
  Sincerely,
  
  
  
  ******* *******
  
  
   
  
   
  
  
  

• Initial Complaint

  Date:10/07/2022

  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 subscribed to HelloFresh meal service and had been receiving our boxes on a regular basis until July 4th. There was a problem and the box was lost, so a credit was issued on my HelloFresh account. Another box followed and the same thing happened. We skipped weeks in order to resolve the issue. The first box that was shipped and lost on 6/27 was credited on 7/4 and it appears that the second box, shipped on 7/1 was credited on 7/18. However, there is a charge for 88.79 on 7/22 that wasn't credited fully, we've received a 33.95 credit. I filed a complaint with the credit card company, but they were told that they had issued a credit to our HelloFresh account and they feel the issue is resolved. That is not what I asked for. I would like for the credit to be applied to my credit card not my HelloFresh account.

  Business Response

  Date: 10/11/2022

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

  Customer Answer

  Date: 10/15/2022

  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:10/05/2022

  Type:Order 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 cancelled my HelloFresh plan because of how expensive it was. Then, I get a call from customer service saying that I can get a discount for two weeks. I ask if they can reinstate the cancellation after those two weeks are up, she said yes. I then get a charge for a box after those two weeks are up. I ask for a refund and customer service tells me that they have sent numerous emails about deadlines. They never sent or send me any emails about deadlines. I only get marketing ploys from them. It's frustrating that their excuse is freshness of food when I often get the runt of the produce.

  Business Response

  Date: 10/10/2022

  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 

• Initial Complaint

  Date:10/01/2022

  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.

  Thanks have unsubscribed from their email list 4 separate times and they keep spamming me With emails. I’m SO sick of getting their emails. I unsubscribed twice in the past. Again this morning at 7:42 Am. Got another email at 9:09AM. This is after unsubscribing twice on other precious days. Is this legal?

  Business Response

  Date: 10/03/2022

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

  Customer Answer

  Date: 10/04/2022

  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]

  
  

   

  
  

  I have received another two emails after filing my complaint that they won’t stop sending me emails even though I have unsubscribed 4 times and received a response from Hello Fresh. These stage 5 clingers need to stop.

  
  

   I attached pics but covered my email because I don’t know if the photos go into public view.

  *

  
  

   

  
  

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

  
  
  
  Sincerely,
  
  
  
  ********* ******
  
  
  
  
  
  
  
  
  
   
  

  Business Response

  Date: 10/05/2022

  Dear **********
  
  
  We understand your frustration regarding this matter and appreciate your patience as your request is being finalized.  As noted in our email to you on 10/03/2022, " We have removed you from all future HelloFresh communications, please allow ten business days for changes to take effect". The two communications you received were sent on 10/03/2022 and 10/04/2022.  
  
  
  Thank you, 
  
  
  The HelloFresh Team 

• Initial Complaint

  Date:10/01/2022

  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.

  We did not receive our box for the week of September 5th. We received an email stating that they were sorry the food box did not arrive and that we would receive a refund for the missed box within 5-10 business days. It has now been over 15 business days and NO refund has been received. We started a chat with customer service and were told that it would take another 5 days because the refund wasn't processed in the system yet. We expressed that the answer provided was not acceptable and the agent said sorry my bad, and sent us several sad face emoji. Extreamly unprofessional. We then called the customer service line and spoke to an agent who told us the same thing. When we said it was not acceptable and wanted to talk to a supervisor we were told there was no one we could speak to. The agent told us this lie for several minutes and we continued to say that was not acceptable. All of a sudden we were miraculously sent to a supervisor who was also extreamly rude. We told them we would be canceling our subscription that we have had for well over a year and they told us that it would take several weeks to cancel our account. We were told they processed the refund in thier system today and that it could take up to another 5 days to process depending on the bank.
  We let the supervisor know that if we did not have an email in the next couple hours and have the refund by the end of next week we would be disputing the charge with the bank with reason code of fraud. We were then given a lecture about how it would take even longer to get the refund if we dispute the charge. Extreamly unprofessional service at multiple levels.

  Business Response

  Date: 10/03/2022

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

  Customer Answer

  Date: 10/03/2022

  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:09/28/2022

  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 Tuesday sept 27th I received a box from everyplate. The box had blood all in the inside unknown if it was animal or human. The veggies were half eaten and the onion was rotten. The buns were open and stale. I contacted the company and they refused to refund any money.

  Business Response

  Date: 09/29/2022

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

  Customer Answer

  Date: 09/29/2022

  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,
  
  ***********************