Hello fresh

Exodi

ArbitraryRandom said:

Exodi said:

ArbitraryRandom said:
I tend to think it best to respond based on the information we have, with the OP having the opportunity to clarify/update us if the advice doesn't work as intended  

I'll be honest, I find this is a really strange point of view..

If you are reasonably certain the OP's account is incorrect, it would be odd to consciously give incorrect advice. In this case, do we all advice the OP to slate HelloFresh on social media, harrass the CEO, trash them in scathing reviews, etc, despite being personally reasonably certain that HelloFresh has acted appropriately and the OP's account may be missing details? That doesn't sound right?

I agree with taking OP's at face value and not making assumptions in the absence of any other evidence/experience, but if there is reason to believe the OP may be incorrect (such as statements that something works differently to what was reported) then surely the right thing to do is to then offer them the correct advice?

I'm not reasonably certain the account is incorrect - it's not how it's worked in my experience, and it would be an odd way for it to happen (worthy of complaint), but for all I know there was an IT glitch or the way it displayed on the OP's screen made it unclear what was happening. 

Slating a company on social media, harassing people associated with a company, and encouraging others to boycott/trash etc is never advice I would give or endorse, so that hyperbole is somewhat irrelevant  

The OP wanted advice relating intercepting or cancelling/rejecting the parcel already dispatched - and would probably appreciate associated advice related to how to complain/get a refund if it was delivered in error. In that situation, the advice given will either work (which is good for the OP) or the OP will come back and say 'the company is saying xyz' - which will give us more information to give the correct advice (or the OP could just not come back, obviously). 

Not seeing a problem - plus it avoids the situation where the OP gets defensive because they think we're calling them a liar and they leave, people get banned by the forum team, and we never get the nice resolution to the situation. 

I take your point that it could have been an IT glitch of display error, fine.

<snip> changed my mind, I don't want to argue.

With fresh goods the delivery company are obliged to leave the goods at the location. I've had it left on my doorstep in the pouring rain, and in a blistering heatwave, practically as we can appreciate, they want to avoid having perishable refrigerated goods returned back to a depot and HelloFresh makes it clear throughout their T&C's that you will be charged in any delivery event - including refusal of delivery (see 10.3):

https://www.hellofresh.co.uk/about/termsandconditions

If it was me, I would wait near the address during the delivery window. I don't think you can reasonably accept delivery yourself (I'd be surprised if the courier gave it to you, but I guess you can show them your email and try) but you could easily immediately ask for it from the new residents (showing your proof) or if it is left somewhere because they were out, taking it.

ArbitraryRandom

Exodi said:

ArbitraryRandom said:

Exodi said:

ArbitraryRandom said:
I tend to think it best to respond based on the information we have, with the OP having the opportunity to clarify/update us if the advice doesn't work as intended  

I'll be honest, I find this is a really strange point of view..

If you are reasonably certain the OP's account is incorrect, it would be odd to consciously give incorrect advice. In this case, do we all advice the OP to slate HelloFresh on social media, harrass the CEO, trash them in scathing reviews, etc, despite being personally reasonably certain that HelloFresh has acted appropriately and the OP's account may be missing details? That doesn't sound right?

I agree with taking OP's at face value and not making assumptions in the absence of any other evidence/experience, but if there is reason to believe the OP may be incorrect (such as statements that something works differently to what was reported) then surely the right thing to do is to then offer them the correct advice?

I'm not reasonably certain the account is incorrect - it's not how it's worked in my experience, and it would be an odd way for it to happen (worthy of complaint), but for all I know there was an IT glitch or the way it displayed on the OP's screen made it unclear what was happening. 

Slating a company on social media, harassing people associated with a company, and encouraging others to boycott/trash etc is never advice I would give or endorse, so that hyperbole is somewhat irrelevant  

The OP wanted advice relating intercepting or cancelling/rejecting the parcel already dispatched - and would probably appreciate associated advice related to how to complain/get a refund if it was delivered in error. In that situation, the advice given will either work (which is good for the OP) or the OP will come back and say 'the company is saying xyz' - which will give us more information to give the correct advice (or the OP could just not come back, obviously). 

Not seeing a problem - plus it avoids the situation where the OP gets defensive because they think we're calling them a liar and they leave, people get banned by the forum team, and we never get the nice resolution to the situation. 

<snip> changed my mind, I don't want to argue.

(Also not wanting to argue) I'm sorry if my previous post seemed to contradict what I said earlier - To be clear I would recommend leaving a negative review.  

If there was a technical glitch or a problem with how the site displays on some devices then posting a rational/factual account of your experience on a forum (like this one) or leaving a review where other customers might see it can help identify and 'prove' the problem if it happens to other people... but that's different from encouraging slating/trashing/harassment etc. 

SWD-MOR

Hello, OP here

I was told clicking the link applies the discount code, which automatically re actives the account weather the code is valid or not. The system automatically creates a delivery on the next date, even if no meals are selected. There's no confirmation that the delivery is booked on creation only that the subscription has restarted. 
There's no further the complaint can go with the company, I keep getting the same response about it being automatically generated to guarantee freshness. 
I suspect that if you sign up using bonuses and want a delivery you won't encounter these issues. I clicked the link to see what was on offer.
It's a dead end. 
If you feel this info is inaccurate I suggest you inform Natasa at hello fresh.

Exodi

SWD-MOR said:

Hello, OP here

I was told clicking the link applies the discount code, which automatically re actives the account weather the code is valid or not. The system automatically creates a delivery on the next date, even if no meals are selected. There's no confirmation that the delivery is booked on creation only that the subscription has restarted. 
There's no further the complaint can go with the company, I keep getting the same response about it being automatically generated to guarantee freshness. 
I suspect that if you sign up using bonuses and want a delivery you won't encounter these issues. I clicked the link to see what was on offer.
It's a dead end. 
If you feel this info is inaccurate I suggest you inform Natasa at hello fresh.

How you describe it is inconsistent with my experience.

Meals are initially pre-selected (based your selected dietary preference) and the onus is on you to change it. A similar thing with the delivery date, in my experience it doesn't force a delivery on the available next date, you can choose when you want it delivered. You can change your first meal selection and delivery after reactivation, I have done many times, there would be major drama if consumers couldn't select their first box (unless you leave it too long and the first delivery has begun processing).

Hopefully to help - below I have clicked the discount code in my email and it brings up the normal landing page I was talking about earlier (where you select the details of the plan before clicking reactivation) - are you saying this did not appear for you?

"If you feel this info is inaccurate I suggest you inform Natasa at hello fresh."

I'm not sure why I would do that as I haven't experienced any issues with HelloFresh, I've probably had 50-100 deliveries off them. If anything, I owe them a positive review.

The only thing I think would be a valid complaint, is that I don't believe you can see the menu without reactivating.

SWD-MOR

No problem Exodi, that info is quoted from the complaints email i recieved back. It used the last selection from an order 2 years ago. Account was reactivated via voucher at 9pm Sunday, I had until 11.59 Sunday to cancel order. I was only aware the order was placed the next day.
I don't care how it happened I just wanted to stop it. Being able to accidentally buy something is out of order. But it is was it is. To add insult to injury, I recieved a message today saying they didn't have all the ingredients and they've had to change the order. Couldnt change it for me! If I didnt laugh I'd cry.

ArbitraryRandom

Exodi said:

SWD-MOR said:

Hello, OP here

I was told clicking the link applies the discount code, which automatically re actives the account weather the code is valid or not. The system automatically creates a delivery on the next date, even if no meals are selected. There's no confirmation that the delivery is booked on creation only that the subscription has restarted. 
There's no further the complaint can go with the company, I keep getting the same response about it being automatically generated to guarantee freshness. 
I suspect that if you sign up using bonuses and want a delivery you won't encounter these issues. I clicked the link to see what was on offer.
It's a dead end. 
If you feel this info is inaccurate I suggest you inform Natasa at hello fresh.

How you describe it is inconsistent with my experience.

Meals are initially pre-selected (based your selected dietary preference) and the onus is on you to change it. A similar thing with the delivery date, in my experience it doesn't force a delivery on the available next date, you can choose when you want it delivered. You can change your first meal selection and delivery after reactivation, I have done many times, there would be major drama if consumers couldn't select their first box (unless you leave it too long and the first delivery has begun processing).

Hopefully to help - below I have clicked the discount code in my email and it brings up the normal landing page I was talking about earlier (where you select the details of the plan before clicking reactivation) - are you saying this did not appear for you?

"If you feel this info is inaccurate I suggest you inform Natasa at hello fresh."

I'm not sure why I would do that as I haven't experienced any issues with HelloFresh, I've probably had 50-100 deliveries off them. If anything, I owe them a positive review.

The only thing I think would be a valid complaint, is that I don't believe you can see the menu without reactivating.

Just to add, the above matches my experience/what I've seen when clicking in from an offer in an email. 

OP - If that's what's been written by a representative in response to your complaint, then that would (IMO) appear be an unfair trading practice... so perhaps you should contact trading standards?

SWD-MOR

Just to complete this thread, I waited at the flats. The driver pulled up. I asked if that was the hello fresh for [name], he said, "yeah". Took a photo of my feet and ran off. He didn't even make eye contact.

Thanks for everyone's help and advice. I've passed it on to trading standards now.

Alderbank

SWD-MOR said:

Just to complete this thread, I waited at the flats. The driver pulled up. I asked if that was the hello fresh for [name], he said, "yeah". Took a photo of my feet and ran off. He didn't even make eye contact.

Thanks for everyone's help and advice. I've passed it on to trading standards now.

...and thanks for taking the trouble to tell us how it turned out, many don't.

I hope that Trading Standards enjoy cooking and eating it!

ArbitraryRandom

Alderbank said:

SWD-MOR said:

Just to complete this thread, I waited at the flats. The driver pulled up. I asked if that was the hello fresh for [name], he said, "yeah". Took a photo of my feet and ran off. He didn't even make eye contact.

Thanks for everyone's help and advice. I've passed it on to trading standards now.

...and thanks for taking the trouble to tell us how it turned out, many don't.

I hope that Trading Standards enjoy cooking and eating it!

Yes, thank you

Alderbank: