HelloFresh, a popular food delivery firm, has been accused of reactivating customer subscriptions without their consent. Customers claim that even after cancelling their accounts, money was taken from their bank accounts for orders they did not make. Some customers believe that simply logging onto the app was enough to reactivate their accounts.
One customer, Laurence from Bedfordshire, reported that his wife’s account was reactivated without her knowledge. Despite canceling the subscription and receiving confirmation emails, they found their account reactivated again with money taken from their bank account. HelloFresh reportedly refused to refund the money, leading to a dispute.
HelloFresh denies the allegations, stating that customers must go through a series of steps to reactivate their accounts. However, some customers, like Laurence and his wife, claim they did not go through these steps and had no knowledge of the meals being sent to them.
Other customers, including Karen Sadler from Surrey and Sarah Purnell, shared similar experiences of unauthorized reactivations and orders being sent without consent. HelloFresh has faced criticism for its handling of customer complaints and billing issues.
The company’s stock price plummeted by more than 40% after warning of lower-than-expected earnings. Despite experiencing a boom during the pandemic, HelloFresh has seen a decline in user numbers in recent years.
If you have been affected by HelloFresh’s practices, you can share your experiences by emailing haveyoursay@bbc.co.uk. Your feedback is important in shedding light on these issues and holding companies accountable for their actions.