I’m not sure if this has been resolved now, but thought I’d see if anyone else is having issues with subscriptions where changes have been made by customer support.
I’ve been using Huel Subscription for a year with no issues until the last few months.
In Feb I contact Huel on Chat as I wanted to try Huel Black instead of regular Huel in my subscription.
In June I switched back to Regular Huel, I did this through chat on the website as it didn’t seem possible on the subscription amendment page.
After this I now had two subscriptions of one bag each which couldn’t be changed without triggering an error.
I contacted Customer Support who removed one of the subscriptions allowing me to alter the other subscription allowing me to switch flavours. It’s meant to be two bags.
My subscription just renewed and billed me for three bags (it included the subscription that no longer appears on my subscription page which customer support were meant to have deleted). I don’t mind, but would like the issue resolved. They’ve said it’s all resolved, but due the issues previously not sure it has. Maybe I should just delete my subscription and start again?
What are other peoples experiences of customer support on chat?
Id suggest forming your own experience if I’m going to be a bit blunt. I was messing around with subscriptions of various things and go myself into a right old pickle, so I called the team and it was sorted out pretty zippy.
That was my only experience of them and as people say “your mileage may vary”. But getting in touch with the folks via whatever mechanism seems to be responded with alacrity.
Hey Sam! thanks for dropping a line. I’ve asked @Charlotte_Huel to get back to you when she can, sorry for only just spotting this message. I don’t have the answer for you, but I’m sure Charlotte will be able to shed some light on this! Appreciate your patience!
I’m not with the customer experience team (that’s why I’ve tagged Charlotte to get back to you!) so I don’t know the ins and outs of amending a subscription, however something I’ve read here that might be the problem is that I don’t believe you can have a subscription with just 2 pouches (1 v3.0, 1 Black Edition), which it sounds like you are trying to do. You can have 2 pouches of v3.0, or 2 pouches of Black Edition, but if you wanted to try both varieties you would need 2 of one variety and 1 of the other - 3 total pouches.
Forgive me if I’ve totally missed your point. If you could clarify then we will get back to you tomorrow!
Terribly sorry about this Sam, we would be more than happy to sort this out for you.
I do apologize for the troubles you’ve had amending your subscription so far especially with our support, if you could please drop an email to firstname.lastname@example.org we can make sure the old subscription is deleted so you won’t be billed for this in the future and we can make sure to refund you for the additional subscription you no longer wanted to receive.
We always aim to resolve customer issues so this exact situation doesn’t crop up so I am so sorry that this has happened however, I assure you we will amend this so it doesn’t happen again.
If there is anything at all I can help you with in the meantime, please do let me know.