The item arrived poorly framed and broken. I sent photographs and emailed immediately asking for a full refund because this was a gift. Nearly two weeks later I have been totally ignored.
19 June 2026
Reply from Juniqe
Dear Hazel,
We are very sorry to hear that your frame arrived damaged.
This is certainly not the experience we want our customers to have. We also apologize that you did not receive an earlier response from us. We will contact you right away to find a suitable solution.
I like the meals and signed up because of recommendations. However out of 4 weeks I have had missing ingredients twice. Also, I have had no recipe cards twice, only one recipe card on one occasion and only once did I have everything. The meals themselves have been mostly good with some delicious ones. The cod was poor quality but fabulous prawns. Too much hassle though with missing items and a discount offered which would have negated the deal I was on so worth nothing.
5 March 2022
Reply from HelloFresh UK
Hello Ms Kinnear,
Thank you for leaving a review, we really appreciate all of the feedback.
We are so sorry to hear you had repeated issues with your deliveries. This is truly concerning to hear as the purpose of getting our boxes is to remove the need for you to visit supermarkets for supplies and to provide you with the convenience of having a few of your meals planned out and taken care of. We apologise if we have let you down and we assure you we will do what we can to get to the bottom of this. Our Packing team is in charge of this, as our boxes are still hand packed so whenever an item goes missing it is surely human error, but since you contacted our Customer Care, we assure you that this is followed up on and we will be sure to check for any underlying issues so it wouldn't happen again.
Since we understand you need to replace the items, you can always ask for a refund instead of the credit if that's what you prefer. The credit is offered as we are a weekly service, and it can easily discount your next fully priced box. For this reason we encourage you to contact our Customer Care Team who will be able to help. You can reach our Customer Care Team by following this link to our contact options: https://www.hellofresh.co.uk/contact-page/
Everything was good in terms of delivery, price etc. My only issue was that the additional parts I ordered for the at did not come up on their search engine so I ended up having to order them separately and pay delivery.