Great food
Great food - we have 4 teenagers - this takes away all the planning needed - we rotate with with home cooking, simply cook - great for the budget
Date of experience: 31 January 2024
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Reviews3.3
84,678 total
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Has its positives and negatives
I like that you don’t show to think about meal planning for the week and needing to do a food shop. The meat can have short dates and the salad leaves are often bad by the time you get to using.
Not many options for vegan/ veggie/ dairy free
Date of experience: 22 April 2024
Reply from HelloFresh UK
Hello Tasha,
Thank you for your review, we appreciate your feedback.
We're sorry to hear that you found our vegetarian choices too limiting as this is not the experience we want you to have with us. We understand the importance of preferences when it comes to meal selections.
At HelloFresh, we offer a variety of preferences to cater to different dietary needs and tastes. If you have selected a preference, such as Veggie, it ensures that you will receive meals that align with your chosen preference.
When you rate our meals on the app, you have the option to leave a comment for our chefs. This is a great way to share your valued opinion and communicate any changes or suggestions you have about the flavour, portion size, or ingredients used. Our chefs take these comments into consideration to help us improve our service and cater to your preferences. We encourage you to take the time to share your thoughts with them.
At HelloFresh, we strive to offer a great range of recipes each week, and our Recipe Development team works hard to ensure a variety of tastes and options. They rely on customer feedback to shape our menus and make improvements. By rating and leaving comments on the app or website, you directly contribute to this process.
We understand that not every recipe may suit everyone's taste preferences, but we genuinely value your feedback. We continuously aim to enhance our recipes and provide you with an exceptional experience. So, please feel free to share your thoughts and suggestions with our chefs through the app or via our website.
We also work hard with our suppliers and couriers to ensure all our produce is as fresh as possible when it is delivered to your door. All of the ingredients we provide should last at least 3 days from the day of delivery. If you ever get anything under this timeframe we'd suggest you contact our Customer Care Team who'll be able to help.
You can reach our Customer Care Team by visiting our website contact page, or by following this link to our contact options: https://www.hellofresh.co.uk/contact-page/.
Feel free to send us a message, and we'll be happy to assist you further.
Kind regards,
Alex
The HelloFresh Team
My order didn't arrive and i made two…
My order didn't arrive and i made two calls about this, after the second call I was told to wait for an email.
This email arrived 24 hours later saying my account had been credited with the money and would be applied to my next full priced box.
I don't agree that this should be correct, They should give you a full refund and not hold on to peoples money.
They don't even have the decency to tell you this over the phone, just via an email
Date of experience: 02 November 2023
Reply from HelloFresh UK
Hi Jo-Ann,
Thanks for leaving a review. We appreciate all of your feedback.
We're really sorry to hear that your delivery didn't make it to you as planned. We understand how frustrating and disappointing this must be for you, especially when you rely on our service to plan your meals. We apologise for any inconvenience caused and we'll make sure to look into this issue and take the necessary steps to prevent it from happening again.
Sometimes unforeseen circumstances can cause delays or failed deliveries, although it's quite rare for us. We're constantly working closely with our Delivery team to minimise any hiccups and ensure smooth deliveries. We apologise if we fell short of your expectations this time and we'll do our best to make it right.
Please know that we try our best to inform customers as soon as we become aware of any issues. We regret if you didn't receive prior notification in this particular case. We appreciate your feedback, and we'll take it into consideration to improve our communication process.
Typically, the credit is automatically applied to your next fully priced box. However, if the credit is issued after the deadline for your next scheduled delivery, it will be applied to the box following that one. It's important to note that if you already have a discount code applied, the code will take precedence over the credit. If you prefer, we are more than happy to provide a refund for the amount offered instead of a credit.
To ensure a resolution, we kindly ask you to get in touch with our Customer Care Team. You can reach them by following this link to our contact options: https://www.hellofresh.co.uk/contact-page/ They are ready to assist you with any concerns regarding your account or deliveries.
Best,
Natasa
The HelloFresh Team
Cooking fun…
I'm enthusiastic about cooking again it's because I love the variety and fresh ingredients hello fresh has to offer,also the recipes are easy to follow and don't take long to prepare.
Date of experience: 26 April 2024
Communication took ages
Communication took ages. The response time from the customer service was appalling. It was taking nearly 20 minutes to get a response on the online chat to each question I had.
Date of experience: 25 April 2024
Reply from HelloFresh UK
Hello Andrew,
Thank you for leaving a review. Your feedback is much appreciated.
We are very sorry to hear of the issues you had with our Customer Care Team. It is our goal to provide you with the best service available, so we advise that you share your feedback after interacting with our agents and complete a survey that lets us know which area we can improve in. We hope you notice a positive change and enjoy your deliveries in the future.
We do offer multiple live channels of communication, including chat, calls and social media messaging and our Customer Care Team are available 24/7, every day of the week so we sincerely hope you will report any issues you've been having with the service at your convenience.You can get in touch with us by following this link to our contact options: https://www.hellofresh.co.uk/contact-page/. Feel free to send us a message, and we'll be happy to help you further.
Kind regards,
Nika
The HelloFresh Team
Honestly TERRIBLE customer service
Honestly TERRIBLE customer service. Just wanted to flag the rotten fish that was delivered in my box this week and had to go though their excruciating process 5 times to speak to someone who didn't read what i was saying, repeatedly. Honestly the Gousto system for reporting issues is so much simpler i'm done with this it's such a waste of time and the quality and price is no different to competitors.
Date of experience: 25 April 2024
Reply from HelloFresh UK
Hello Anon,
Thank you for leaving a review, we really appreciate all of the feedback.
We're really sorry about the issue with the fish you received. This is not the level of service we strive for, and we are truly sorry for any inconvenience caused. We want to assure you that this is not typical of our standards.
We take great care to ensure the freshness of our ingredients throughout the entire delivery process. Our team works closely with our suppliers and couriers to maintain the quality of our produce. For example, protein and dairy products are carefully wrapped with ice packs during transit, and all ingredients are stored in our temperature-controlled facility before being sent out.
For further assistance or feedback we encourage you to contact our Customer Care Team. You can reach them by following this link to our contact options: https://www.hellofresh.co.uk/contact-page/ They are ready to assist you with any concerns regarding your account or deliveries.
Kind regards,
Mirjana
The HelloFresh Team
Wrong meals sent and then accused me of…
Wrong meals sent and then accused me of ordering wrongly
I'm literally fuming after just chatting to a dismissive rep just repeating the same thing. I received a totally random bunch of meals which most I can't have due to allergies etc.
Customer service has been so awful this is the 2nd time I spoke to someone and it was like they don't even give a toss.
£40 down the drain. I'm really upset and disappointed and would never recommend this company. Gusto are far better quality and customer service is how it should be.
Here I am being blamed like I am stupid enough to order for the wrong date.
First experience was below good. No offer of refund etc. They cut me off the chat when I asked for manager.
So unprofessional and unkind.
Update: I've sent the info, but not heard anything yet.
Date of experience: 25 April 2024
Reply from HelloFresh UK
Hello Ray,
Thank you for leaving us a review. We really appreciate all of your feedback.
We are sorry to hear about the issues with your meals and that you were not able to resolve this with our Customer Care team. We understand the importance of preferences when it comes to meal selections. In cases where customers haven't made their meal selections or missed the deadline, we do our best to accommodate their preferences by sending them the most popular meals for that week based on their selected preference.
We are also very sorry to hear of the issues you had with our Customer Care Team. It is our goal to provide you with the best service available, so we advise that you share your feedback after interacting with our agents and complete a survey that lets us know which area we can improve in.
We've sent you a direct message on this platform to gather more details and find a resolution for you. When you receive our message, please kindly reply with your full name, email address, phone number, and HelloFresh customer ID. You can find your customer ID in your account settings under 'Account Info' or by following this link: https://www.hellofresh.co.uk/account-settings/account-info
Thank you for your cooperation, and we're looking forward to assisting you further.
Kind regards,
Dijana
The HelloFresh Team
Food lovely
Food lovely, but short dated. This determines which order I that I need to cook my meals. Delivery from Evri was unsatisfactory. Box was just left on my doorstep and the driver was back in his van before I had opened the door. Not happy about it.
Date of experience: 26 April 2024
Reply from HelloFresh UK
Hello Debbie,
Thank you for your review, we appreciate your feedback.
We are very sorry to hear the driver did not wait for you to open the door after ringing. All drivers are instructed to follow the doorstep procedure, so we apologise if that was not the case. We will be sure to follow up on this with the courier and see to it that it does not happen again.
We are also sorry to hear you had issues with some of the items in your box. We work hard with our suppliers and couriers to ensure all our produce is as fresh as possible when it is delivered to your door. All of the protein we provide should last 3 days from the day of delivery. If you ever get anything under this timeframe we'd suggest you contact our Customer Care Team who'll be able to help.
You can reach our Customer Care Team by visiting our website contact page, or by following this link to our contact options: https://www.hellofresh.co.uk/contact-page/.
Feel free to send us a message, and we'll be happy to assist you further.
Kind regards,
Alex
The HelloFresh Team
Portions good size and easy to follow…
Portions good size and easy to follow instructions only thing that could be improved is being able to choose time of delivery
Date of experience: 27 April 2024
Below average
Ingredients are mostly fine, meat is often a bit iffy and expires quickly. Recipes are repetitive
However, reason for low review is the customer service. Could not be less helpful if they tried.
Date of experience: 25 April 2024
Reply from HelloFresh UK
Hello Alisha,
Thank you for leaving a review, we really appreciate all of the feedback.
We work hard with our suppliers and couriers to ensure all our produce is as fresh as possible when it is delivered to your door. All of the protein we provide should last 3 days from the day of delivery. If you ever get anything under this timeframe we'd suggest you contact our Customer Care Team who'll be able to help.
Our Quality team is really determined to keep an eye on any report we may receive on items that were not up to scratch so they can reduce similar issues moving forward. Your feedback is truly valuable and we would like to report this on your behalf.
We are very sorry to hear of the issues you had with our Customer Care Team. It is our goal to provide you with the best service available, so we advise that you share your feedback after interacting with our agents and complete a survey that lets us know which area we can improve in. We hope you notice a positive change and enjoy your deliveries in the future.
For further assistance or feedback we encourage you to contact our Customer Care Team. You can reach them by following this link to our contact options: https://www.hellofresh.co.uk/contact-page/ They are ready to assist you with any concerns regarding your account or deliveries.
Kind regards,
Mirjana
The HelloFresh Team
Very good service overall but would…
Very good service overall but would like to be able to put allergies on account so options can be filtered
Date of experience: 24 July 2023
The meals are always good and tasty
The meals are always good and tasty. However the store cupboard items not always so good. I personally don’t consider honey to be a store cupboard item. My fault I suppose for not looking before choosing the meal however that would restrict my choice
Date of experience: 13 January 2024
Reply from HelloFresh UK
Hello Pann,
Thank you for leaving us a review. We really appreciate all of your feedback.
We sincerely apologise for any disappointment you experienced due to certain pantry items being excluded from your delivery. Our aim is to constantly improve and find ways to reduce packaging waste, and one way we're doing this is by minimising the use of small plastic sachets and packets.
In our efforts to reduce food waste, we've listened to feedback from customers who expressed ingredients such as honey, mayo, or oil are commonly found in their kitchens. Therefore, we made the decision to treat these ingredients as pantry items that customers are likely to have at home already. By excluding them from the delivery, we can help reduce unnecessary packaging and hope to minimise food waste.
We do understand that certain ingredients like salt, pepper, butter, eggs, and oil are typically essential for cooking. Therefore, we make sure to mark these items as pantry items in our recipes. However, there are cases where transporting certain ingredients, such as eggs, can be challenging and may not meet our quality standards during delivery.
We appreciate your understanding and feedback regarding our pantry item selection. It helps us continually refine our approach and better cater to our customers' needs.
Our Customer Care team is here to help you. If you have any further questions or issues, please don't hesitate to contact us. We are committed to providing the support you need.
Kind regards,
Dijana
The HelloFresh Team
The chicken always comes squashed with…
The chicken always comes squashed with blood clots, and has a poor perception. I have reported it but it comes poor quality. The chicken even looks squashed and its not plump like ot should be. It seems like all there is just fat and blood clot and less meat
Date of experience: 28 April 2023
Reply from HelloFresh UK
Hi Sabrina,
Thanks for leaving a review.
We appreciate your feedback regarding our chicken. When you rate our meals on the app, you have the option to leave a comment for our chefs. This is a great way to share your valued opinion and communicate any changes or suggestions you have about the flavour, portion size, or ingredients used. Our chefs take these comments into consideration to help us improve our service and cater to your preferences. We encourage you to take the time to share your thoughts with them.
We strive to provide comprehensive information on our website's 'Find an answer' and 'Help centre' pages. If you can't find the answer you're looking for, please reach out to our support team. You can reach them by following this link to our contact options: https://www.hellofresh.co.uk/contact-page/
Best,
Natasa
The HelloFresh Team
Chicken was rotten
Chicken was rotten, had my whole fridge stinking. That’s 2 meals that I had to go buy replacement chicken for. The veg wasn’t very fresh either. Have used them before and had decided try again, not now, cancelled and will never use again. 2 stars given because the recipes are nice but not worth the risk of getting poor quality and rotten ingredients. EDIT: the smell was before opening the package and when I did it was absolutely overwhelming, I know that there is usually a smell when first opening but even after leaving for a few minutes it just stank the whole room out. This was rotten chicken which would have made us very ill. Had to wrap it and put in the outside bin. My son who works in a restaurant kitchen was disgusted.
Date of experience: 23 April 2024
Reply from HelloFresh UK
Hello,
Thanks for leaving a review. We appreciate all of your feedback.
We understand that discovering an unusual smell from your chicken can be concerning, but please don't worry as it may be related to the packaging method rather than the chicken itself.
At HelloFresh, we take great care in ensuring the freshness of our chicken by vacuum packaging it. This process helps to seal in the flavour and quality. However, it's important to note that when you first open the package, you may notice a slight sulphur or ""eggy"" smell. But don't worry, it's completely normal and doesn't indicate any spoilage or safety issue.
To address this, we recommend giving the chicken a few minutes to breathe after opening the package. Simply let it sit for a little while before cooking, and the odour should go. This will ensure that you can proceed with preparing your delicious meal without any concerns.
However, if you still have any doubts about the safety of your chicken or if the smell persists even after airing it out, we kindly ask that you refrain from consuming it. If this is the case, we would appreciate it if you could let us know about it so that we can investigate and assist you further.
Our Customer Care team is here to help you. If you have any further questions or issues, please don't hesitate to contact us. We are committed to providing the support you need. You can reach our Customer Care Team by visiting our website contact page, or by following this link to our contact options: https://www.hellofresh.co.uk/contact-page/.
Best,
Natasa
The HelloFresh Team
Shocking service
Shocking service. Had a problem when first signed back up and within hours this was not resolved but they locked in meals that I did not want and then refused to cancel, all the food will be going in the bin
Date of experience: 26 April 2024
Reply from HelloFresh UK
Hello Matthew,
Thank you for your review, we appreciate your feedback.
It’s so disappointing to hear you've had issues with managing your account. We apologise for any confusion and distress this has caused. This is never our intention and making the subscription nature of our product as clear and easy to manage as possible is an area we’re always working on improving.
As a company, we work to a 11:59 pm deadline, five days prior to your delivery day. Once the deadline has passed we go to our suppliers and order the ingredients we need to fulfil the orders for the coming week and update our couriers so they can plan their delivery routes.
We completely understand how last minute changes may pop up, however, we do have this deadline in place to ensure we're responsible and ethical from a food waste and sourcing perspective.
We apologise for the issues you've been experiencing, and we appreciate your willingness to provide us with the necessary information to investigate and address the situation. We've sent you a direct message on this platform to gather more details and find a resolution for you.
When you receive our message, please kindly reply with your full name, email address, phone number, and HelloFresh customer ID. You can find your customer ID in your account settings under 'Account Info' or by following this link: https://www.hellofresh.co.uk/account-settings/account-info
Thank you for your cooperation, and we're looking forward to assisting you further.
Kind regards,
Alex
The HelloFresh Team
There seems to be a pattern of missing…
There seems to be a pattern of missing ingredients so I am seriously thinking of trying a different supplier. Giving a refund doesn't fix the problem.
Date of experience: 15 January 2024
Going a bit downhill recently with…
Going a bit downhill recently with missing ingredients out of my orders and mainly the main ingredients ie (lamb steaks) then will only offer you credit an a non discounted box which is not good value for money if there not discounted due to small portion sizes.
Date of experience: 01 May 2024
Late Evening Door Knockers
Sending round door knockers at 8pm is mad work by Hello Fresh. I use Gousto and was recently thinking of switching it up, but it's fair to say you couldn't pay me to switch to Hello Fresh now.
Date of experience: 26 April 2024
Reply from HelloFresh UK
Hello Jack,
Thank you for your review, we appreciate the feedback.
We're sorry to hear about any inconvenience caused by the visit you received.
We'd like to help ensure your address isn't visited anymore, so we've now sent you a direct message on here to acquire some more details, and are looking forward to hearing from you! It would be very nice if you could provide us with the following details once you receive our message: the full name, email address, phone number, and customer ID linked to your account. You can find the customer ID in your Account Settings or by following this link: https://www.hellofresh.co.uk/account-settings/account-info
Thank you so much in advance!
Kind regards,
Dora
The HelloFresh Team
The recipes are great and the quick…
The recipes are great and the quick ones save lots of time. Please include category for diary free recipes or substitutions
Date of experience: 27 April 2024
It's just so easy to cook restaurant…
It's just so easy to cook restaurant quality food. All I need is get the ingredients bag out from the fridge and follow the instructions.
Date of experience: 27 April 2024