I haven’t written a review about customer service for any other online retailer I’ve used before. However, I am so angry about my experience with Huel I felt I had to.
Keeping it brief, I placed an order a couple of weeks ago for a starter pack (two pouches, a shaker, t-shirt, flavour packs) and it turned up with a split pouch as shown in the picture, which had leaked powder over everything in the order:
These things can happen so I thought no problem, I’ll return that, get a refund and maybe place another order. Having followed the instructions on the Huel website for returns I got a prompt refund… but only for the split pouch because that was all that was deemed faulty. I was told they weren’t expecting the rest of the order so wouldn’t refund it!!!
Now I was without any of my order and out of pocket for most of it plus return postage costs. I made my point that the rest of the order was faulty really because it was covered in powder I shouldn’t have to waste my time cleaning so could they at least refund the rest or send a new order. No reply two days later then I got a customer service feedback email which really wound me up because they were asking how they did having ignored my email.
2/3 emails later I finally got the rest of the order refunded but customer service are stubbornly refusing to refund my postage because it’s against their policy. Policy or not, this is abysmal service. I had a faulty order from Wiggle once and they said don’t bother returning it, we’ve sent you a refund, all sorted - great!
I never even got to try the product so can’t comment on that but based on this experience I won’t be ordering again. Well done Huel.