Worryingly this seems to be another topic being posted where an order has not been correct and the contact methods are not meeting customer expectations.
Order #8034385
Order placed 27 July
DPD delivered the 2 tracked parcels 30 July
One item missing.
Email sent and subsequent AI bot requested additional information and parcel photos 30 July.
Follow up emails sent to chase a response sent 31 July and 3 August. No response.
Facebook Messenger message sent 5 August (today 4hrs ago). No response.
Trying a third method of contact to see if “third time’s the charm” is a thing…
For completeness I wanted to confirm that Christina from Customer Experience has been in touch and has addressed the issue, with the missing item to be dispatched and a kind goodwill gesture for my next order.
Thanks again for raising the profile of my issue internally @Mark_Huel .
Similar issue experienced here. Incorrect item shipped in an order received last week, AI bot doesn’t understand the issue and Huel customer support non-existent.
Shame that this brand seems to have gone the way of so many others after the acquisition.
The recent changes to our Customer Experience team aren’t related to the acquisition. We’ve unfortunately had a run of events that led to higher-than-usual contact volumes, which has impacted our response times.
The AI assistant helps resolve many common queries, but it won’t always get things right, especially with more specific order issues like this. If it didn’t help in your case, I know the team would like to understand why.
If you’re happy to send us a DM with your order number or email address, I’ll pass it over to them for feedback and improvements.