Hello Fresh

holdste

Hi, I'll keep this short. At the start of the lock down my wife reinstated her Hello Fresh account to see there prices. After looking at a few meals and prices she decided they were too expensive and came off the website. Next day she received an email saying a box of food was to be delivered. She called them to explain but basically they said tough its been sent out. She refused the parcel from the courier and asked him to return it. 
For the last few weeks Hello Fresh have hounded her for payment and they have now passed it too a collection agency.
Does anyone know what consumer rights I have and how I can get them to stop hounding us.
Any help or advice would be much appreciated.

pinkshoes

holdste said:

Hi, I'll keep this short. At the start of the lock down my wife reinstated her Hello Fresh account to see there prices. After looking at a few meals and prices she decided they were too expensive and came off the website. Next day she received an email saying a box of food was to be delivered. She called them to explain but basically they said tough its been sent out. She refused the parcel from the courier and asked him to return it. 
For the last few weeks Hello Fresh have hounded her for payment and they have now passed it too a collection agency.
Does anyone know what consumer rights I have and how I can get them to stop hounding us.
Any help or advice would be much appreciated.

What do you mean by "reinstated"? 

If she 'reinstated' her membership, this is a commitment to carry on receiving the product until cancellation, so by 'coming off the website', she will still be signed up and therefore money will be owed.

If you want to stop them hounding you, then I suggest cancelling properly and paying what is owed, although she should only pay for any box that was sent out, even if she refused it. It is fresh produce and would not be able to be sent to someone else, so needs paying for. 

Capyboppy

Yes, pinkshoes is correct I'm afraid. I have had memberships that I have put on hold such as Audible and Scrawlrbox. I have fully expected as soon as reinstating for the next book/box to arrive as per contract.  When wanting to pause it again I have done so knowing I will have been charged for the item. That seems quite legal and fair.

shaun_from_Africa

https://support.hellofresh.co.uk/hc/en-us/articles/209598217-How-can-I-reactivate-my-subscription-

We'd LOVE to have you back!  Reactivating your account is quick and easy. 

Just follow the below steps:

Click here and log in. This link will take you directly to your account settings where you can reactivate, check all your details are correct and start receiving weekly, fortnightly or monthly boxes again..

The account was reinstated so whatever plan was previously in force regarding scheduled deliveries would have started up again and simply refusing to accept the food delivery from the courier wouldn't cancel the money owed.

holdste

Thank you for the replies and sound advice, we will get it paid and cancel completely.

YayaToure

My wife fell into the same trap. The first we knew was a failed payment collection. Apparently, if you don't order, they'll send you the chef's special - whatever that is. Email after email was met with the same reply regarding midnight on Tuesdays - ignoring the content. So, along comes the debt collection agency letter, met with a response detailing the replies made to the company and the sequence of events. Next step, court proceedings. We shall highlight the business practices being used.

visidigi

YayaToure said:

My wife fell into the same trap. The first we knew was a failed payment collection. Apparently, if you don't order, they'll send you the chef's special - whatever that is. Email after email was met with the same reply regarding midnight on Tuesdays - ignoring the content. So, along comes the debt collection agency letter, met with a response detailing the replies made to the company and the sequence of events. Next step, court proceedings. We shall highlight the business practices being used.

You're gonna highlight you didn't read what you signed up to?

I wouldn't be letting such a mistake trash a credit file for principles...

Good luck!

hartleberry

I too have had a problem with Hello Fresh. I cancelled with them 4 weeks ago. Today I noticed a payment has been taken from my bank account without my authorisation. I rang them and they were most unhelpful. She said I had reactivated my account, which I had not. She also said a box is due to be delivered in 2 days time and that I cannot have a refund. She kept offering me discounts credited to my account which I refused. You cannot delete your bank card details from their site. I have contacted my bank and cancelled again. This surely is  bad practice by Hello Fresh or even illegal. I would advise anyone t4o stay well clear of them. 

born_again

hartleberry said:

I too have had a problem with Hello Fresh. I cancelled with them 4 weeks ago. Today I noticed a payment has been taken from my bank account without my authorisation. I rang them and they were most unhelpful. She said I had reactivated my account, which I had not. She also said a box is due to be delivered in 2 days time and that I cannot have a refund. She kept offering me discounts credited to my account which I refused. You cannot delete your bank card details from their site. I have contacted my bank and cancelled again. This surely is  bad practice by Hello Fresh or even illegal. I would advise anyone t4o stay well clear of them. 

If you have proof (email etc) you cancelled previously. Then get the bank to action chargeback for cancelled CPA.

trench1968

I’ve got to sympathise with this as I’ve been stung with Hello Fresh, 25th Dec 2023 I received a gift voucher, to use I reactivated my account and was instantly charged £15, tried to cancel and talk to customer services (Chat-Bot) and on the 27th got to talk to a real person who lied at every opportunity, give out fake delivery details that went from being delivered on 30th Dec to this afternoon, fake tracking details that did not exist with the courier, did you also know that Hello Fresh do not use email or telephones apparently. They don’t worry about following online selling laws as they don’t think they apply to them as they supply ‘Food’, but legally the produce they provide is not classed as food yet, it’s just the raw ingredients.

At Present I’m waiting for a box that was to arrive yesterday and will be rejecting it at the door as unsolicited mail and from that point I will be using the Small Claims Court to get recompense if the reverse-payment and refund of the voucher has not happened.

born_again

trench1968 said:

I’ve got to sympathise with this as I’ve been stung with Hello Fresh, 25th Dec 2023 I received a gift voucher, to use I reactivated my account and was instantly charged £15, tried to cancel and talk to customer services (Chat-Bot) and on the 27th got to talk to a real person who lied at every opportunity, give out fake delivery details that went from being delivered on 30th Dec to this afternoon, fake tracking details that did not exist with the courier, did you also know that Hello Fresh do not use email or telephones apparently. They don’t worry about following online selling laws as they don’t think they apply to them as they supply ‘Food’, but legally the produce they provide is not classed as food yet, it’s just the raw ingredients.

At Present I’m waiting for a box that was to arrive yesterday and will be rejecting it at the door as unsolicited mail and from that point I will be using the Small Claims Court to get recompense if the reverse-payment and refund of the voucher has not happened.

What makes you think that "Ingredients" do not qualify as food?