Missing item from order and awful customer service about it

Experiences
1

Hello

I made an order about two weeks ago and when it arrived the box was damaged and upon opening it one of the pouches was missing. Maybe it had fallen out, I don’t know.

I immediately sent a message to the WhatsApp channel and nearly two weeks later have had no response over this. I then sent an email and alerted the chatbot over it and still no response whatsoever.

I have been a Huel customer since 2016 and feel like I am being treated rather badly here and have no clue what is going on here. Just silence. It might be time to cancel my subscription and look at other protein powders. Thas message is my last attempt to resolve this with huel and feel my only other action would be cancellation as it seems you cannot even lodge a complaint with their ghost like customer service. It would be a shame after having been a loyal customer for ten years now.

2

That’s unusual. I have rarely needed support but once I ordered something and it arrived damaged, and it was resolved in hours and replacement sent next day.

Another time I had an issue with subscription and again resolved straight away.

I think Huel support is better than most.

Team@huel.com is my recommended contact method.

3

Thank you I will try that. I have tried numerous ways to contact them now and nothing.

4

I’ve had to reach out a few times over the years, and always found the customer service to be exemplary.

I’ve also had to reach out to the team about a split bag of powder, that was a week ago and no response as yet. So I’m just assuming they’re slammed with queries at the moment.

5

Busy with a corporate takeover.

6

So sorry that there’s been a delay in the Customer Experience team getting back to you.

They’re currently going through higher than usual contacts but they are working their hardest to get back to everyone as quickly as they possibly can.

Bear with them, they will get this sorted for you as soon as they can :blush: