HelloFresh Reactivated My Subscription and Charged Me without Permission

LZizkov on 30/04/2022 - 13:03
Last edited 30/04/2022 - 13:03

Hellofresh reactivated my subscription without my permission and when I called to query they stated it wasn't a big deal because I "was getting a really good 40% discount".

It turns out that one of their sales representatives reactivated my subscription (presumably paid a commission) when I was on a one minute phone call completing a "survey". They said they would send me some discount codes but at no point said this would reactivate my box.

To resolve, they offered me the box at a 50% discount to the existing discount which was probably below cost so I reluctantly accepted their solution even though I could have got a full refund eventually.

Has this scummy practice happened to anybody else? Wondering if this could be widespread.

Food & Grocery

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HelloFresh
HelloFresh

Comments

  • Baa on 30/04/2022 - 13:06

    We have had issues before with Hellofresh and receiving wrong or extra boxes from them.

    They have always refunded the full box value and we just donate the box to a local charity, but they were always quick to refund.

    • JimmyF on 30/04/2022 - 13:32
      +2

      But have they ever turned your subscription back on without your approval like the OP? As wrong/extra boxes are a different issue. But good to know they had been quick to refund/fix the issue up.

  • JimmyF on 30/04/2022 - 13:07

    It turns out that one of their sales representatives reactivated my subscription (presumably paid a commission) when I was on a one minute phone call completing a "survey". They said they would send me some discount codes but at no point said this would reactivate my box.

    I feel you might have misheard them to what the offer was, as if they did this often, we would have more posts about it.

    Wondering if this could be widespread

    First time I've heard about it. Did you google it? Find anyone else having the same issue?

    • Zizkov on 30/04/2022 - 13:11

      I feel you might have misheard them

      Understand, but I did not mishear within the context of this call. Additionally I had not reason to think I would be charged, the call was positioned as a survey - not a retention strategy.

      • holdenmg on 30/04/2022 - 13:22
        +2

        They should record calls for "quality training purposes"
        Ask them to play you the tape.

        • iNeed2Pee on 30/04/2022 - 13:30
          +1

          I did that recently with AAMI when they gave me the mis information and claimed I was in the wrong.

          Said I want the transcripts from the recording…"why would you need that sir?"..

          Best customer service after that haha

          • JimmyF on 30/04/2022 - 13:38
            +5

            @iNeed2Pee: I had one recently and when I asked for the call to be played back where I agreed to those charges, they said that I can only get that if I apply via a court order!

            WTF!? Your calls are recorded for this purpose are they not. Is it not my voice on the recording agreeing to something or not. In the end after lots of jumping up and down, they wouldn't play the audio but did refund me as a 'good will' gesture. Ahh yes the old good will gesture of you had been wrong but don't want to say that.

            The laws need to be changed, that if a company wishes to record the phone call, then that phone call should be provided without question to the parties on it.

            • AdosHouse on 30/04/2022 - 14:39
              +2

              @JimmyF: They only want the recording for them to prove you are wrong, not the other way around. Next time you have to call a corporation that has a disclaimer about the call being recorded for quality and assurance purposes, just tell the person that you are also recording the call and see how quickly they don't want to talk to you.

              • JimmyF on 30/04/2022 - 15:32
                +3

                @AdosHouse: Oh I know its only for them not me. It was funny when I said play the audio of me agreeing to that, and it was hit straight back with that it was only released via a court order. Hmmm so the company has been here before!

                Also funny how they want to record you, but as you said, as soon as you record them, the tune changes!

                Which is why the laws need to be changed to allow anyone on the recorded call, access to the call.

        • Zizkov on 30/04/2022 - 13:31

          Because they called me they may not have said that phase, and therefore presumably can't record?

  • justgooddeals on 30/04/2022 - 14:23
    -2

    Just do charge back if hello fresh won’t help you out by refunding the incorrect amount for reactivitng your account without permission.

    But it would be unlikely they would refuse to refund an incorrect charge

    • digitalbath on 30/04/2022 - 15:11
      +2

      The Op has already stated they accepted an offer to compensate. Why would they now request a charge back?

      • justgooddeals on 30/04/2022 - 18:02

        Oops didn’t see that scan read. My bad😞

  • peppet on 30/04/2022 - 19:05
    +2

    Same thing happened to me. It turns out they never cancelled my account (I got them to do it via chat while asking to change the address for a box), they offered a full refund though

    • BinkyG on 01/05/2022 - 08:48
      +1

      The chat function is always my favourite. And I'll send myself a copy of the transcript.

      • peppet on 01/05/2022 - 09:15
        +2

        I'd say that's the only reason I got an easy refund- i had the transcript of the agent confirming they cancelled

  • Ramrunner on 05/05/2022 - 13:29

    Thanks for the warning - I have a particular hate for companies that use dodgy tactics. I refuse to use them.

  • [Deactivated] on 06/05/2022 - 16:13

    i use revolut with them. some of the codes in the box are first box free inc delivery.

    free boxes every week

  • A Bel on 14/03/2023 - 09:58
    +1

    The exact same thing just happened to me.
    Last week got a phonecall asking to do a survey to which I agreed. Then last night I get a msg saying a box from Hello Fresh is on its way. I checked my emails, as I never got a notification from PayPal saying I’ve been charged and sure enough on Friday they reactivated my subscription and made an order on my behalf. What an appealing and shady company! They also offered me to keep the food for 50% discount to which I told them I want my full amount back and want nothing to do with them! Disgusting behaviour and way to treat your customers!

  • Bertha02 on 15/03/2023 - 08:07
    +1

    This happened to me today. Woke and found a paypal charge against me from Hello Fresh. I cancelled subscription weeks back and got the "survey" which is quite obviously a scam which halts the subscription cancellation. Had to argue to get my money back and get my name taken off their list forever. They wanted to give me discounts and another box no doubt filled with bendy carrots and dry rocket. BEWARE!!!!

  • acs on 25/03/2023 - 10:06

    Damn here I was thinking this was just me as well. Cancelled after 2 weeks as I could not go through the food quick enough, got called about a survey as to why I was leaving and then got told I could be given a code. Sure. Find out they resubscribed me without permission and charged my CC. Finally found their phone number and complained and was promised a full refund. I should have waited til the box was delivered… that is pretty shocky stuff.

    • acs on 23/04/2023 - 12:04

      And it happened again. They called as to why I cancelled with the offer of a 40% off code as thanks to get some feedback. Probed further and told yes its just a code that would be sent as a SMS. Was told to login to choose any meals etc. I asked again if it was just a code being sent? Yes, yes of course….more discussion and it was only the third time of me asking if it was a code or am I getting another box, that I was promptly hung-up on. No code was ever sent and I received nothing further.

      Beware because this sounds like its wide spread and you will be caught out if you are not careful. I would expect this should be investigated by the authorities but I believe it is easy enough to get a refund if you call them up.

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