HelloFresh - misleading at best....

bcfcrob

Ksw3 said:

Hello Fresh have a default each week on their website, you have to go in and change your choices before the cut off if you want something different or click skip week if you don't want one that week. 

Absolutely, and this is what they kept telling me, that you need to cancel 5 days in advance.

Thing is I cancelled 3 weeks in advance, and this is where I suppose the dispute is. If I cancel my service, I expect it to be cancelled. But in HF world (and to be fair they may well explicitly state this, I just didn't see it), it means cancelling all future orders.

I'm still feeling pretty mugged off by them, I think at best it's scummy behaviour, especially considering they lied to me about it being confirmed in your confirmation email on cancelling (it 100% isn't). But it's also possible I missed something obvious in the process.

nyermen

It sounds like they've made it very confusing at best really.

That said - if subscribers sign up to have a look and cancel the same day, for the company to "assume" that you still want the first order, and "default" the choices since you didn't choose anything yourself, indeed seems a bit wrong.

tightauldgit

bcfcrob said:

Ksw3 said:

Hello Fresh have a default each week on their website, you have to go in and change your choices before the cut off if you want something different or click skip week if you don't want one that week. 

Absolutely, and this is what they kept telling me, that you need to cancel 5 days in advance.

Thing is I cancelled 3 weeks in advance, and this is where I suppose the dispute is. If I cancel my service, I expect it to be cancelled. But in HF world (and to be fair they may well explicitly state this, I just didn't see it), it means cancelling all future orders.

I'm still feeling pretty mugged off by them, I think at best it's scummy behaviour, especially considering they lied to me about it being confirmed in your confirmation email on cancelling (it 100% isn't). But it's also possible I missed something obvious in the process.

I can see why you would think that but it's not typically how subscriptions work. They probably could and should have made it clearer that cancelling your sub isn't the same as cancelling an order. Honestly if they are offering you 50% back I'd just take it and chalk it up to learning.

screech_78

Alderbank said:

screech_78 said:

Whilst I understand cancelling the box and subscription are two different things, I don’t see how they can charge you for something you haven’t received. I’d be at least asking for a box to account for what you’ve spent. 

To be fair to the OP we should believe what they said in their initial post: 

30th June - I'm sent a box of meals that I never ordered...

Apologies. I completely missed this. 

Kathy53

I am also disappointed with Hello Fresh.

I had used the app to cancel my subscription and got a box delivered for the next week. I took it in and contacted customer service to ask why I had received it and it said I needed to give a weeks notice.

This week I got another box delivered and refused to take it saying that I had ended my subscription and relaying what had happened the week before.

I rang and related this and have been told that I had not cancelled and I explained that I rang and talked to them about it. I had my phone stolen since and he said that he could not find a record of the old phone conversation or from my new phone.

I am being charged for the box that I refused to take in. Will I be receiving one next week…..God help me!

A_Geordie

I'm not so sure Hello Fresh are on solid ground here. According to The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, Regulation 32 says:

(2) To cancel a contract under regulation 29(1), the consumer must inform the trader of the decision to cancel it.

(3) To inform the trader under paragraph (2) the consumer may either:

(a)use a form following the model cancellation form in part B of Schedule 3, or

(b)make any other clear statement setting out the decision to cancel the contract.

….

(5) Where the consumer informs the trader under paragraph (2) by sending a communication, the consumer is to be treated as having cancelled the contract in the cancellation period if the communication is sent before the end of the period.

The right to cancel doesn't state how the notice to cancel must be done or that it should be done according to the trader's terms and conditions, rather the consumer needs to inform them and make it clear they are cancelling.

If the first box formed part of the subscription that was being cancelled then that box (in m opinion) should also be cancelled. The term that says you must call them up to cancel is an attempt to contract out of the CCRs. I think Hello Fresh are on shaky ground here if they matter ended up in court.

Seems to me they would have to argue the first box was a separate contract to the subscription in which case that should have been made clear as part of the ordering process and not buried in the small print. I can't see anything in the T&C that indicates the first box does not form part of the subscription.

QrizB

@A_Geordie I think you're answering the original query from 2023?

The thread has been bumped by @Kathy53 who has a different query regarding cancellations.

A_Geordie

https://forums.moneysavingexpert.com/discussion/comment/82034595#Comment_82034595

Oops, thanks for pointing that out, clearly missed the post dates!