Having used them before and then stopping, Hello Fresh emailed my wife in September and offered her 40% off of a box and then 20% off for the next three boxes. Result we thought, but we hadn’t expected the Hello Fresh cock up!

The first box went through with no problem and, as before, we thoroughly enjoyed the meals that are supplied as a recipe with all the ingredients.

The recipes we chose were delivered in a cardboard box, with the ingredients for each meal in its own numbered paper bag and the meat in a separate bag with plastic bags of ice to keep it chilled during its journey.

The recipes are easy to follow and usually take between 20 minutes and 40 minutes to prepare and cook.

And we were very impressed, and it helps get you out of the rut of “what shall we have for dinner” and the meals are restaurant quality, we have been so impressed.

Another bonus is that if you are trying to eat healthily and with controlled portions, it is ideal!

Also, for us on a very tight budget, buying these meal recipe boxes when offered on a discount is actually a very affordable option.

So what went wrong?

The Hello Fresh Cock Up

We have two bank accounts and because money is so tight, my wife Donna will transfer the exact amount of money needed into one of the accounts when ordering online.

That way, there can be no mistakes that end up taking our very limited funds and then making us wait 7 to 14 days to get it back, we learnt that lesson years ago!

Hello Fresh tried to take the full amount for the box that was meant to be discounted, and so my wife got an email saying that the money could not be taken.

When she contacted Hello Fresh, they said we had a credit on the account and so that would be used and they would then transfer the discount to the next box.

However, the next week the same happened again!

She used the Hello Fresh online chat and spent way too long trying to make the person understand. They wanted her to pay the full amount and then they would sort it out and refund us.

And of course we can’t afford for that to happen, and so they said we could not have the meals ordered that week.

Later that day a manager contacted Donna, they apologised and said they would give us a discount of 50% on the next box and then 35% for the next three boxes.

Even though it was sorted, it was frustrating as she had been shopping and had not purchased meals for those 5 days as we had a Hello Fresh Box arriving!

But mistakes happen!

It turns out that Hello Fresh do not learn from their mistakes!

Today an email arrives and once again states that the payment was not successful and so Donna check and the promised 50% off had somehow disappeared from when she chose the meals and placed the order to when the payment was taken.

We notice every penny that goes out of our account, we have to because every penny counts.

Now there are some people who are very comfortable and unlike us, they don’t constantly monitor their accounts because they have a very health balance and so they may not notice that this has happened.

So Donna this time phones up their customer service.

The same old “Pay the full amount and we will refund you” was brought out, and it makes me think that this happens so often that their customer service team has been programmed to respond instantly in this way?

It was then said that they would contact the payments team and see if the box could be dispatched today with the 50% off (as promised) but oh no, computer says no, it came up that it might not happen as we have four declined payments showing even though those are their fault for cocking up every week!

My recommendation

The meals are truly amazing, the flavours are stunning and it is, well it is for us, unlike the food we would usually eat at home and eat at home is all we can afford.

But a company is only as good as its customer service, and so I have to warn you to be very cautious when taking up their offers of discounts to entice you to sign up or return them.

We all make mistakes and we should always forgive a company when it makes a mistake and then seeks to correct it promptly, however, to make the same mistake a third week running just screams incompetence!


Check out my reviews of the Blue Tea Box and the Blue Coffee Box as these are amazing subscriptions for Tea and Coffee boxes and customer service to match!

By Zechariah Richardson

Over 50, disabled, husband, father and gramps who reviews products and writes blog posts about his life, beekeeping, gardening and whatever pops into his brain!

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