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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:08/26/2022

      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.
      The issue dates back to May 15 this year. Money has been drawn from the account that isn't in my name. And kept getting drawn until this month. 1,851 was taken from the account and I do not live at the address posted. For some reason I didn't see the emails until recently I have called twice and sent through chat that I want all the money back and they said they can only go to august?

      Business Response

      Date: 09/01/2022

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


      Thank you, 


      The HelloFresh Team 

    • Initial Complaint

      Date:08/25/2022

      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 told them I wanted to cancel TWICE. They clearly just pushed out the delivery so I was charged again on the 23rd. Called on the 24th (their app said the box hadn’t shipped yet) and they claimed they couldn’t cancel it or refund it. Asked to speak to a supervisor and “none were available” for 24 hours. They never called me back. I want my money back and I don’t want their package nor will I EVER work with this company again.

      Business Response

      Date: 08/30/2022

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

       



      Thank you, 

      The Everyplate Team 

      Customer Answer

      Date: 08/30/2022

      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:08/25/2022

      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.
      Physical gift cards are not sold in stores. I bought an e-gift card for a family member. I, nor they, ever got the e-gift card which was supposed to be emailed. I thought maybe I did something wrong so I tried it again. Same thing. I was embarrassed to give some a gift that wasn't even a gift! I went to the store and bought them a physical gift card for somewhere else. Later noticed I had TWO bank charges from Hello Fresh. So the charges went thru but the emails never came. I called and they WOULD NOT REFUND MY MONEY! So I am stuck with two gift cards (because they were not for me and I already had to buy a replacement gift) and out over $140. I am now forced to spend MY $140 on their product that I don't want. What I wanted was a GIFT for someone else. I didn't get that and I'm out $140. I would never recommend Hello Fresh. Eventually this bad customer service will catch up with them. People work hard for their money and have a choice where to spend it.

      Business Response

      Date: 08/30/2022

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


      Thank you, 


      The HelloFresh Team 

    • Initial Complaint

      Date:08/16/2022

      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 July 29 we were supposed to have a Hello fresh package delivered. It was delivered 3 days later with all food warm and unable to be eaten. I spoke to customer service on July, 30 and Aug 1st and was told I would receive a refund of ******. I was not issued a refund but a credit to my account that they said, I could not see a credit and asked to be issued a refunded. They still charged me again the next week for another box. I then spoke to I believe his name was **** who said he was a supervisor. He then told my wife and I he would email me about our conversation and would refund ****** and would apply a 15 dollar credit to my account which would be applied to my next box. I was then charged full price again for my box on 8/15/22.

      Business Response

      Date: 08/19/2022

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


      Thank you, 


      The HelloFresh Team

    • Initial Complaint

      Date:08/11/2022

      Type:Customer Service 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 want my account in their system deleted. They have no customer facing way of completing this and their customer service agent tells me they can't find my account. I have provided them with all the information that exists in the account, my email and customer ID ******** and yet they continue to request information that is not in the account and refuse to delete the account until I provide information that doesn't exist. This is an impossible situation from my end.

      Customer Answer

      Date: 08/12/2022

      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:08/10/2022

      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 received an email asking me to re activate my membership and I clicked on the email which automatically signed me back up and shipped an order without confirming anything, I contacted hello fresh asking to cancel the delivery and they informed me that there is no way to cancel or return anything even though nothing had been shipped yet. I am unable to refuse the delivery due to it coming from their own delivery drivers, and they told me to keep it or donate it when I told them I did not want it and that I would not be getting refunded. I have since filed a dispute with my credit card company because I don’t believe clicking in email should authorize a charge.

      Business Response

      Date: 08/18/2022

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


      Thank you, 


      The HelloFresh Team 

    • Initial Complaint

      Date:08/09/2022

      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 received an email from HelloFresh about a discount so I went to the site to investigate it to see how much it would cost. Without trying to, this reactivated my account, which I cancelled immediately (within 5 minutes). However, I was still charged for a box and a box was sent without my consent. I attempted to find a way to contact customer service on their website and could find no way to contact them. I would like the 47.95 that I paid returned and to confirm that my account is deleted from their system.

      Business Response

      Date: 08/17/2022

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


      Thank you, 


      The HelloFresh Team 

      Business Response

      Date: 08/17/2022

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


      Thank you, 


      The HelloFresh Team 

      Customer Answer

      Date: 08/17/2022

      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,



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



       
       

      Customer Answer

      Date: 08/17/2022

      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:08/08/2022

      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 was trying to redeem a free box that was gifted to me from my sister. I clicked on the email link and went to the hello fresh website. It wasn't a user friendly website to redeem the free box. It required a credit card. I entered it and then worried that the card would be charged even though it was to be a free box. So I removed the card and canceled the deliver. Three days later I see on my bank statement I have two charges from Hello Fresh. I started by contacting their customer service via chat. They were able to refund the first charge(70.93). They told me that the second charge(89.89) was under another email address. An email address that I never set up. I never agreed to any charges from HelloFresh. The agent on the chat refused to help me any further. I called their customer service line and spoke with a rep. She told me they would not issue a refund and hung up on me. I called back again and the rep argued with me that I didn't have any charges I told them I have two charges and one was being refunded and the other should be as well because I never agreed to the charge. They again hung up on me. I still have no resolution to the fraudulent second charge on my card.

      Business Response

      Date: 08/15/2022

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


      Thank you, 


      The HelloFresh Team 

    • Initial Complaint

      Date:07/31/2022

      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 signed up for a HelloFresh subscription. I received my first box. I then received an email to select meals for my 2nd box, and decided to skip my 2nd week. On July 31st, I received a notification that my 3rd box would be delivered the next day. I never received an email notification to select meals for this box or skip this week. I spoke with an agent via chat and repeatedly asked for a refund for the box, as I was never given an opportunity to select my meals or skip it. They failed to give me that opportunity via email. I would like a refund for this box, as I was never given the opportunity to skip it in the first place.

      Business Response

      Date: 08/02/2022

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


      Thank you, 


      The HelloFresh Team 

      Customer Answer

      Date: 08/03/2022

      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:07/29/2022

      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.
      On July 24 I looked at hello fresh to see if I would be interested. To look at the menu you have to sign up so I did. I didn't find anything i liked. To my surprise looking at ny credit card statement I noticed a charge for $85.91 from hello fresh. I called them trying to cancel. They told me a story about having 5 days to cancel an order. How could I cancel an order I did not place. They sent me a box of food that I don't eat and they refuse to refund me. This is very upsetting $85.91 for nothing is quite a bit of money. Can you help me? I "canceled " my account. I called customer service they did not help at all.
      I think I should get a refund since I never placed the order ans customer service acknowledged that I didn't order anything.

      Business Response

      Date: 08/01/2022

      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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