Hello Fresh apologizes for ‘technical glitch’ that caused people to be charged for skipped boxes

HelloFresh has apologized for a technical glitch which caused customers to be charged for boxes they had skipped.


HelloFresh has apologized for a technical glitch which caused customers to be charged for boxes they had skipped.

Meal kit subscription service HelloFresh says a technical glitch was to blame customers being charged for boxes they opted to skip.

HelloFresh offers customers the option to skip boxes on weeks they don’t want to receive the meal kit.

But after an investigation by its global tech team, a HelloFresh spokesperson said a technical glitch had been found that meant people were charged for the boxes they had skipped.

“Our global tech team is currently working at full speed to resolve this issue.

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“We are sorry about the inconveniences and will make sure this won’t happen again in the future,” the spokesperson said.

The company was contacting a “small number” of customers who were affected and would be offered full compensation.

The response comes after Consumer NZ said it had received a number of complaints from “fed up” customers who continued to be charged despite opting to skip the order before a specified date.


Customers of a meal subscription service, HelloFresh, have been left with a sour taste in their mouths after being charged for deliveries they say they cancelled.

“It’s been well documented in the past, but HelloFresh insists it’s not in the wrong. Some HelloFresh customers are being short-changed, and it needs to stop,” Consumer NZ spokesperson Caitlin Cherry said.

A Facebook group for HelloFresh subscribers featured a number of unhappy posts from customers who had been charged for a canceled box, then experienced poor customer service when they tried to get a refund.

“I was able to be refunded through their live chat. I called prior to messaging and then the person I spoke with was very difficult to work with, she wasn’t going to help,” one subscriber said.

“We postponed it for a month, and they were charging us, and we weren’t receiving the boxes. I had to go through the app and make contact with them that way,” another said.

Further questions have been put to HelloFresh about how often the ‘glitch’ happened after the issue came to light more than three years ago.

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