I’m writing this message because I’m honestly quite upset and confused after my last Huel order.
I really love this brand and what it stands for: I appreciate the convenience, the quality, and the positive impact Huel is trying to have. That’s why I’m so disappointed by what just happened.
Yesterday, I placed an order from France (Order #M5CEDHAGG). I was extra careful to check and update my shipping address during checkout. Everything looked fine before I paid, but once the order was confirmed, I saw that the WRONG address was used—an old one, rather than the new one I entered.
For privacy, I won’t share the real addresses here, but I suspect that Apple Pay might have changed my delivery address at the very last step. It’s the only thing I did differently this time.
I feel really frustrated, because I trust Huel and love what you do. It’s upsetting to feel let down by a simple technical issue. Now I’m worried that my order will be delivered somewhere I can’t reach.
Has anyone else experienced this? Support, if you see this—please help! I want to continue enjoying Huel without these problems.
Thank you for reading,
A devoted Huel fan from France
Thank you for your message. It’s strange because that’s the number Huel gave me in their initial email. In any case, it seems that one of your colleagues resolved the problem.
I’ll soon be able to enjoy my new order. I’m just a little disappointed that I thought I’d get a free T-shirt with the bars. I already received the one that came with the shake, but I’m not sure why I thought I’d receive another one with an order containing bars.
You are only entitled to one free t-shirt as a new customer. If you subsequently order different products then that doesn’t qualify as a new customer. I think they explain that quite well and don’t try to deceive but maybe you misunderstood.
One kinda weird thing about the t-shirt is that it said I’d get a t-shirt a shaker and two scoops; I didn’t get the t-shirt (I’m not the OP, I am a new customer) and now the webpage doesn’t say t-shirt anymore but I ordered before. But that’s fine I don’t want it!
That actually wasn’t clear at all and I was like “huh wait no t-shirt” when I got the package. But yes it was a one-time not subscription. I’m gonna do one time orders until I know how often I eat it. I don’t wear t-shirts so it’s completely fine not getting one
Has it always been t-shirt on subscription orders. I always thought it was on first order over 45 quid or something…it was a long time ago I placed my first order which was probably a sub, so can’t remember. And if your first order isn’t a sub, and then you subsequently subscribe, can you then claim the shirt?
Quick insider tip (which I’m sure Mark will love me telling you), just place a subscription order and then cancel it straight away…and then when you want to next place an order did the same again etc. That way you get a better price, and then when you are ready to subscribe just carry on.
Thank you for the tip!︎ But I’m sure I’ll be a normal subscriber soon enough and until then I’ll order normally because reasons. Waiting to see if my gut will learn to handle it and if I can sort things out with the delivery because first package was a postal nightmare
