Hello fresh - a warning

[mdavids]

We used to subscribe to hello fresh a while ago but haven't used them in ages. I decided to take another look off the back of one of the many discount vouchers they send out.

I didn't actually order anything/ choose any meals but it seems the act of logging back means I've managed to re-subscribe and now have a box of food coming ( no idea what) and they've taken money from my account.

I did get some emails after I'd logged in which I promptly deleted without reading assuming it was more spam begging me to come back. I'd assumed the fact I didn't actually order anything meant that I hadn't actually ordered anything but seems no, the simple act of logging back into my account is enough to re-subscribe and receive some random box of food.

The help desk are refusing a refund and hiding behind their T&Cs, fair enough I guess, that'll teach me to log on to a website and not order anything.

And yes, I'm aware that I should have took more notice when i reactivated the account, but as I didn't order anything I assumed nothing would get sent and no money would be taken, as that's what normally happens when I look at a website and DONT ORDER ANYTHING!!!!!!!!

Grrrrr, rant over. Bunch of bloody shysters.

[vaud]

Email the UK CEO with a polite , short email:

Mr Ed Boyes Country Manager
Email [e-mail]

That is very sharp business practice, logging in should not create an order/subscription restart, it should be an explicit action. May be in breach of the direct debit rules (or merchant services agreements for cards), but I am not an expert nor a lawyer.

[number2]

Perhaps there's a difference between just logging in, and reactivating the account, ergo reactivating the subscription.

Either way, I'd expect something obvious on screen to say that my regular orders had recommenced. Sods.

[kiethton]

I'd be refusing delivery and claiming back the cash tbh

[Ham_and_Jam]

I seem to remember when going through the process, that you can login and another step confirms reactivating your subscription.

My guess is you’ve unwittingly gone through both steps.

The problem being, you don’t need to order any specific meals once activated. They automatically choose a plan and popular meals which you are sent unless amended.

I used HF a couple of years ago and it was OK, but ultimately found it too expensive. Then did another week a few months back after they sent the vouchers, but found all meals now had a supplemental cost to them. To get a decent meal for 2 was about £10-£15. Just wasn’t worth it so jacked it in even with a couple of weeks left on the offer.

[mdavids]

I'm sure if I went back on the site now, knowing what I now know, the fact I've re-subscribed to their service rather than just reactivated the account would perhaps be obvious, but it certainly wasn't the other day. I remember clicking on various meal options to see how much they cost before deciding not to bother as it wasn't good value.
I didn't actually realise they have a standard order that you need to manually change ( the missus used to do all the ordering on there) so as far as I was concerned I hadn't picked any meals and therefore hadn't placed an order.

I'm sure they're water-tight with their terms, but I feel like I've been tricked, and I can't think of any other website or service I've used over the years that behaved liked this.

[Ham_and_Jam]

mdavids said:

I'm sure if I went back on the site now, knowing what I now know, the fact I've re-subscribed to their service rather than just reactivated the account would perhaps be obvious, but it certainly wasn't the other day. I remember clicking on various meal options to see how much they cost before deciding not to bother as it wasn't good value.
I didn't actually realise they have a standard order that you need to manually change ( the missus used to do all the ordering on there) so as far as I was concerned I hadn't picked any meals and therefore hadn't placed an order.

I'm sure they're water-tight with their terms, but I feel like I've been tricked, and I can't think of any other website or service I've used over the years that behaved liked this.

I must admit their website is difficult to navigate and it annoyed me. That and the supplemental charges, which they use to try and fool you into thinking the subscription is cheap than it is.

Gousto is slightly better. Slightly.

Best option if I’ve found is get yourself 15-20 decent recipes. Learn them (we did find a few good recipes from HF and Gousto), and then just buy the ingredients from a good online supermarket. Get a weekly delivery as per the subscription services.