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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:09/27/2022

      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 purchased a gift card online for $140 on 9/23. I never received an email with the redemption code. I've placed 4 phone calls to HelloFresh to try and get the code to redeem the gift card but keep being told I was never charged for a gift card. I have my credit card statement that shows I was charged and just filed a dispute for that charge. During one call I was told a supervisor would call me back within 10 minutes. I never received a call back. I was also hung up on by another supervisor. Absolutely no help whatsoever to take care of this problem. I also have an invoice from HelloFresh with an invoice number and an order number - but somehow they are telling me I never ordered a gift card.

      Business Response

      Date: 10/04/2022

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


      Thank you, 


      The HelloFresh Team 

      Customer Answer

      Date: 10/05/2022

      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 not been contacted by Hello Fresh for resolution.


       


       


       


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




      Sincerely,



      ****** *******
       







       

      Business Response

      Date: 10/07/2022

      We are currently working with the customer regarding this matter. 

       

      Thank you, 

       

      The HelloFresh Team 

      Customer Answer

      Date: 10/07/2022

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********. The company has reached out to me to rectify the issue and we are currently working towards a resolution.



      Sincerely,



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







       


    • Initial Complaint

      Date:09/26/2022

      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 signed up with Hello Fresh because they had a promotion going for 16 free boxes across 8 weeks with free delivery. I thought what a great deal and decided to sign up. NO WHERE did it state that in order to receive to proper discount that I would have to sign up for 4 meals per week. I signed up for 2 meals per week and was charged 230$ !!! for only 5 weeks! it wasn't even the whole 8 weeks. I received hardly ANY discount after my first box. This company is practicing completely misleading sales and promotions and in my opinion they are tricking people into purchasing their product. they make it extremely difficult to cancel or even just skip a box! I feel completely SCAMMED and I believe I should get my money back as I dont have the money right now to afford this at all!

      Business Response

      Date: 09/28/2022

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


      Thank you, 


      The HelloFresh Team 

    • Initial Complaint

      Date:09/20/2022

      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.
      I never received my product that included a discount and a free gift. I was offered a partial refund and a credit towards a full price purchase that would not be apply until all promotional products had been purchase forfeiting the loss of the discount and fee gift. I thought the credit would apply to the next purchase. When I discovered that credit would not immediately apply, I contacted HelloFresh to request the credit be converted to a full refund once I saw I was charged the full promotional amount the next week. Hello fresh said they would process the refund. A week later I still had no refund and credits in my account. I contacted HelloFresh again about the refund. HelloFresh did not acknowledge a previous agreement for a refund and said a refund would be processed. My account still shows a credit and a refund is not pending in my bank account.

      Business Response

      Date: 09/21/2022

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


      Thank you, 


      The HelloFresh Team 

      Customer Answer

      Date: 09/21/2022

      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,



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



       
       

    • Initial Complaint

      Date:09/19/2022

      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.
      This company is using deceitful advertising. I received a card from a family member that reads, "Give a friend a free box, everyplate $60, redeem at *************** claim within 30 days." I went to ************** and applied the code. The order total was around 9.99 because I had to pay shipping. I placed my order, chose my meals, and the next week received the meal kit in the mail. I cancelled my subscription soon after. Upon cancelling I received a text message offering 1.49 meals so I again went to the website via the link included in the text. I applied the code and this time it was 42.32 in total (I have a screenshot of this total). I again ordered the meals and moved on. However, a few days later I stumbled upon an order history section of the app. It stated that I had paid 74.96 for order number ********* on 9.16.22 and I had paid 118.27 for order number ********* on 9.21.22. I immediately checked my credit card for the charges and found them with the higher prices. I quickly tried to contact the business to attempt to resolve the issue. I messaged a customer service rep and he needed exact promo codes I had used in order for the system to let him assist me. We do not have the physical card with the promo code in it anymore. The text messages didn't come with a promo code in the message. A customer service rep told me that you can find the promo code when you check out using the link. However I didn't know that the company would be so deceitful that I needed to screenshot everything. So the first customer service rep said that he couldn't do anything about my billing. Later I discovered that the 118.27 box had not been shipped yet, so I contacted another customer service rep to attempt to cancel the order. She let me send her the screenshot I have indicating that the order total for the 118.27 box should have been 42.32. However she let me know that I should have discovered the billing error before my order was locked in. She couldn't cancel or fix the price

      Business Response

      Date: 09/20/2022

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


      Thank you, 


      The EveryPlate Team 

      Customer Answer

      Date: 09/24/2022

      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:09/17/2022

      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.
      Ordered first box for delivery on 9/12, shipment was due to arrive on 9/17. Package says it was delivered in mail room, checked mail room, no delivery.
      Contacted support for refund, denied refund

      Business Response

      Date: 09/20/2022

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


      Thank you, 


      The HelloFresh Team 

    • Initial Complaint

      Date:09/13/2022

      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.
      In the beginning of July I cancelled my subscription to Hellofresh. I planned to come back once i could financially afford it again. I never got an email that confimed i canceled it. Today September 13th i got a notice from my back of NSF. I go to look to see why and its Hellofresh. I called them right then and got told what everyone else is reporting.... I didnt cancel, wheres the confirmation, 1 hour wait for supervisor cause they cant do anything when i know the package hasnt left as it states processing. The first person i spoke to said they cancelled the subscription but never received an email confirming that. She later hung up on me when i continued to request to speak to a supervisor because what they are doing is fraud. i called back only to find out that the subscription is still not cancelled. I dont want the products and i want my money back they stole for items i didnt authorize.

      Business Response

      Date: 09/14/2022

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


      Thank you, 


      The HelloFresh Team 

      Customer Answer

      Date: 09/14/2022

      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:09/11/2022

      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.
      I was charged $76 for a meal delivery that I was not given notice about and the preferences to my account were changed for some reason so that I got a meal box with meat and my household is vegetarian. Hello fresh refused to refund my money and gave no reason for why my preferences were changed and why I did not get any emails stating I would be receiving a box.
      The boxes had been on hold due to receiving boxes of food that had become warm and unsafe to eat due to the summer heat.

      Business Response

      Date: 09/12/2022

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


      Thank you, 


      The HelloFresh Team 

    • Initial Complaint

      Date:09/02/2022

      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.
      My day of selecting my order has always been midnight on Monday. This past week I placed my order as normal. Than two days later, about 5 days early they took out money for my next weeks order. Which I did not have at the time. I had no warning. I called the customer rep and they said I should of put the order on hold. I do not live on the app. I only look on mondays. So basically my dates can be changed whenever hello fresh feels like it? I was told order was shipped sorry nothing can be done. I just had surgery. Im in the hospital right. I needed that money for my medications apon discharge.

      Business Response

      Date: 09/06/2022

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


      Thank you, 


      The HelloFresh Team 

    • Initial Complaint

      Date:08/30/2022

      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.
      Transaction date 08/22/2022.
      I paid the business $85.91.
      Order # **********
      I was considering using this service. I had to enter a Credit card to view the plans etc. Sometime later I went back to the site and after talking to customer service on 08/29/2022 I was told that the simple action of revisiting the site activated my account thus receiving a box of food 3 days later (08/24/2022). I called the company and simply asked for a $40. coupon that is all over the internet and facebook, to be applied as if I were to eventually place an order I would certainly have used this offer. I was told the transaction was closed and I the discount could not be credited to my account. Instead they offered me some $40ish crditied to my account. I don't want anything further to do with this company as they have very deceptive practices. When talking on the phone with the company I did tell the rep I was going to dispute the charge on my credit card and was told i can do that. They are very unwilling to work with the customer to solve issues and just want to rob people for as much as they can.

      Business Response

      Date: 08/31/2022

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


      Thank you, 


      The HelloFresh Team 

    • Initial Complaint

      Date:08/28/2022

      Type:Customer Service 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.
      Ongoing: Initially began with a dispute about getting a refund for a box that was damaged in shipping. Prior to this I already had credits for produce and food that was spoiled. I was aware they will try and do anything but give you your actual money back. However my budget was completely ruined because I was relying on that food to eat. I was sparse for any other means of food with that box not being delivered.
      The Agent I opened this case with on August 14th did everything to not supply me with a money back refund. To which after a long back and forth did finally say I will be getting a refund cashed to my account for “$59.27” in 5-10 business days. I don’t receive any refund for that amount. In that time. I reach out to support on August 27th, to look into it. Only to find out that I was credited $9.99 for the shipping fee and the rest were given in credits. Since the prior agent didn’t process the refund the one that investigated said they couldn’t do anything.

      Business Response

      Date: 08/31/2022

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


      Thank you, 


      The HelloFresh Team 

    HelloFresh is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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