HelloFresh denies taking money after accounts closed
HelloFresh has refuted claims that it charged customers for unwanted subscriptions after they had allegedly canceled their accounts.
Several customers reported that they were billed for orders following account reactivation, which they believed happened by merely logging into the app.
One customer, Laurence from Bedfordshire, recounted how his wife, Nina, who had previously canceled their subscription, found her account reactivated and charged without her consent. Despite contacting HelloFresh and refusing the charges, they faced the threat of debt collection.
Other customers shared their frustrating experiences, like Karen Sadler from Surrey, who was charged for an unexpected box after checking menu options, and Sarah Purnell who described inadvertent reactivations leading to unwanted orders.
HelloFresh insists that money is only taken when customers purposefully reinitiate their accounts. The company argues there has been no spike in complaints to suggest a systemic issue, emphasizing that the reactivation process is intentionally transparent.
The firm, which competes with Gousto and Mindful Chef, saw significant growth during the pandemic but lately experienced a drop in subscriber numbers from over 8.5 million in 2022 to 7.1 million.
Last week, HelloFresh's shares plummeted over 40% amidst warnings of lower-than-expected earnings. Furthermore, HelloFresh faces reputational damage after a £140,000 fine for spam texts and emails, constituting a "clear breach of trust" per the Information Commissioner's Office. The company is set to release its annual report soon.
One customer, Laurence from Bedfordshire, recounted how his wife, Nina, who had previously canceled their subscription, found her account reactivated and charged without her consent. Despite contacting HelloFresh and refusing the charges, they faced the threat of debt collection.
Other customers shared their frustrating experiences, like Karen Sadler from Surrey, who was charged for an unexpected box after checking menu options, and Sarah Purnell who described inadvertent reactivations leading to unwanted orders.
HelloFresh insists that money is only taken when customers purposefully reinitiate their accounts. The company argues there has been no spike in complaints to suggest a systemic issue, emphasizing that the reactivation process is intentionally transparent.
The firm, which competes with Gousto and Mindful Chef, saw significant growth during the pandemic but lately experienced a drop in subscriber numbers from over 8.5 million in 2022 to 7.1 million.
Last week, HelloFresh's shares plummeted over 40% amidst warnings of lower-than-expected earnings. Furthermore, HelloFresh faces reputational damage after a £140,000 fine for spam texts and emails, constituting a "clear breach of trust" per the Information Commissioner's Office. The company is set to release its annual report soon.
