I wanted to create this topic to see if you could help me with a bad customer service situation that I am having at the moment.
The thing is the following: I made and order the past 4th of november to be delivered to Spain. A couple of days later (6th on November), HUEL sent me and email telling me that they’ve had a problem with one of the products and therefore, they wont be able to send me the product in 10 days. IN exchange for the inconveninece, they offered me a 10€ discount for my next order of 40€ or more.
Right after this email from Huel, I reply and say, “ok, I can understand it, but if it’s possible for you to send me one of the products before 10 days and the other one with which you are having problems in 10 days, it would be great (I ordered 2 different products). This way, I woulnd’t skip my plan”.
The thing is, I didn’t get anw answer of this email, so I sent another one saying more or less the same 2 days afeter (8th of november) to the same account (email@example.com).
Not an answer yet, so I decide to send them a private message through Instagram, where they are quite active 2 days later (the 10th). Of course, I didn’t get any answer.
14th of November, I’ve been skipping my plan for 4 days, so I keep insisting and send one more email, this time to firstname.lastname@example.org. One more time, withouth an answer.
I am starting to believe that they are doing this to me as a bad marketing strategy with the aim for me to say, “ok, nevermind. Next time I have a 10€ discount”. Hopefuly this is not the case because if it is, I will never buy another product from HUEL cause I will never trust a brand that claims having and amazing customer service (Exactly what they claim is: “If you have a question about an order, delivery or upcoming deliveries then it is best for you to email email@example.com. You will be put in touch with our amazing customer service team who will be able to resolve your issue faster than any post to the forum will”), and not being able to reply to any of my 4 emails, nor to my IG message.
So here my question to the forum:
Has any of you had an experience like this?
If so, how do you manage to solve it?
I would appreciate very much your help on this.