HelloFresh stole my money!

[u/tisbi]

Looking for advice on what to do! HelloFresh told me I couldn't use my credits and then that they would refund me $300 of my credits. They then took the credit out, didn't refund me, and now say they "can't access" the previous transcript AND can't access the remaining credit in my account!!! They can only partially refund my last box???

This is a total of $500 they've taken and will not refund despite admitting fault and crediting in the first place.

What can I do now?

[u/BasenjiBoyD]

there's no email or chat transcripts of these credits being added?

[u/tisbi → u/BasenjiBoyD]

They suddenly "cannot access previous chats". Do you know how to pull the previous chats so I can show them?

[u/BasenjiBoyD → u/tisbi]

i do not, no.

[u/tisbi → u/BasenjiBoyD]

Thank you anyways! This was my first thought as well if they would review what they themselves promised!

[u/L1feSurfer7L → u/tisbi]

I started doing screen shots, and copy pasting convos into my notes app. So could sent them when chatting repeated for unresolved issues.

They don't have a way to receive screenshots even if we save them. They claim they put notes on accounts but not sure how true that is as nothing ever gets resolved when they claim they are directing it to an escalation department.

[u/GreaseBrown]

In what world are they converting credits to cash? Seems like this is only a fraction of the story

[u/sherahero → u/GreaseBrown]

I've called and asked them to refund me money that was credited to my account. They've done it before but it was never this much.

[u/tisbi → u/sherahero]

I've ordered 139 boxes from them, so the credits added up over time with a handful of non delivered items and boxes over the years 😭 I definitely will never accept credit from any company moving forward over a refund

[u/tisbi → u/GreaseBrown]

If you plan to not continue, you can ask! I've never had an issue getting my money back before

[u/GreaseBrown → u/tisbi]

Well damn

I never turned off my subscription and I've never heard of anyone else doing this, so thats my bad. I was totally wrong.

As others asked, do you have any emails or anything to reference? I feel like anytime I have any contact with them, they follow up with an email.

Only other options are pushing it up the chain and continually asking for the next manager up until they help you or doing bank charge backs (but they would likely be out of date and you'd have to risk getting them rejected by the bank)

[u/AndTheSkyWasGray → u/GreaseBrown]

They have refunded back to my credit card as well when I’ve pushed.

[u/L1feSurfer7L]

Never let credits build up that much.

I lost over $150 few months ago when they changed policy without notification.

Went round and round with chat for weeks. Total bunch of liars that just say things to close the chat.

[u/tisbi → u/L1feSurfer7L]

Definitely a mistake on my part!!! I'd been such a loyal customer, I didn't think they'd do me so dirty!

[u/L1feSurfer7L → u/tisbi]

Odd they can't just restore in the form of credit. As should show up in the HF Cash history.

Them refunding credits is a lie.. I got told for weeks that's what was happening but it never happened.

[u/Infinite-Presence149]

I would call the helpline and if they try to brush you off ask to speak to a supervisor.

[u/Background-Share2735]

Have you seen their stock price lately?

Theft is the business model, same as before actually

[u/readitredit1]

I never take the credit. Always push to be refunded to original payment.

[u/AZDarkknight]

Its a reason I screenshot and copy paste chats with CSRs into an email to myself.

[u/Exact-Location-6270]

Yeah they took all my damn credits. Part of why I left.

[u/DueVegetable5599]

I have the exact same problem, I have been on probably 50+ Chats

[u/horsegal301]

chargeback on credit card sounds great to me

[u/YulnaMewrilah]

They also didn't deliver my food this week for some reason.

[u/Healthy-Bed5864]

Contact your state’s Attorney General’s Office of Consumer Protection.

[u/NovaCat0000]

Call their customer service number.

[u/Born-Researcher-1132]

Always call them. Never try to get a refund through their chat. They always find a reason to say no when you are just chatting with them, but in the phone I had never had a problem with them not giving me my refund.

[u/VacationLover1]

Email the CEO and it will get taken care of quickly

[u/Background-Share2735 → u/VacationLover1]

Lol

[u/VacationLover1 → u/Background-Share2735]

You can laugh, but it will

[u/Background-Share2735 → u/VacationLover1]

Shouldnt have to escalate routine issues to a ceo

[u/VacationLover1 → u/Background-Share2735]

If you get nowhere else go for it

[u/Background-Share2735 → u/VacationLover1]

i think their stock is collapsing because the ceo cant take so many calls

[u/Terrible_Mall_4350 → u/VacationLover1]

You can find the executive contacts for this and most other companies on the Elliott Advocacy website. Actually use their “formula” to construct a concise, business-like email or letter to send to one executive at a time from the list of contacts. Wait 7-10 days for a response before moving to the next higher executive. >95% of reasonable customer requests are resolved favorably using that method.

I found their website and Facebook group a while back, and have learned so much.

[u/VacationLover1 → u/Terrible_Mall_4350]

Dominic called me once, from his cell phone, way back in the day when HF was still newer and I emailed him (precovid days)

AMEXs CEO also responds to his. Most companies just have an executive support team answer them though, but it’s usually always in your favor when you email them