Ordering interface really confusing

Hey Huel Team,
I’m a 2 years old customer now and I really love your products, but I need to say that I’m still confused by your ordering interface. Today a new order has been created which I never intended to place, and it’s the third time that something like that happens. I cannot cancel it, because the interface won’t allow me to do that, I could only send it back snd ask a refund, with all the stress involved. I don’t want to be stressed. I buy online regularly and I can assure you that huel is the only online shop that I find so incredibly confusing and misleading. Could you please do something to fix that? First fix the interface, the user experience is broken. Second, give me some time to cancel an order.
Thanks, hopefully you will understand my frustration and do something about it.
Ps I searched the forum and I don’t seem to be the only one that finds the ordering experience a mess.

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Hi, if its recurring then it must be a subscription order - you can pause/cancel this in your subscriptions area. there is a guide on subscriptions here.

i had a problem where i changed my address and i immediately placed an order to new address and it was sent to the previous address. it did not immediately update.

and yes i really do think there should be 20 minutes or so to cancel an order after youve placed it.

human errors occur but system errors should not.

i think a system that allows mixing of powders and bars etc should be possible too. with the minimum of two of the same selection being scrapped.

i dont see why not.

it would be better for business with happier customers too.

Thanks I know that, as I mention I’ve been a customer for 2 years now. The problem is that the order came out of the blue and I couldn’t cancel it. It was probably my mistake, since I really don’t remeber placing that order, but at the same time I really think the UI is confusing.

OK - safest thing to do then is just check your subscriptions and pause them until you need them again. One off orders are processed pretty quickly so it’s unlikely to be one of those if you didn’t remember doing them.

Yea but I have just one subscription and it’s for Huel Powder v3.0, while the order that was placed today contains flavour boosts. So I’m really confused.

yeah - that is confusing.

Various aspects of the shopping UI are strange, and the rules on what quantities of products can and can’t be ordered together in an order are truly bizarre. Some earlier threads about this:



Plenty of other sites get this right with the same, simple formula: the site sells several products. In one order you can buy any combination of products in any quantity, with no minimums. Buying one thing doesn’t affect whether you can buy another. No subscriptions and resulting complications. The rules are the same for all orders. But no, not Huel. It’s ironic that a product which drastically simplifies one’s life otherwise (no cooking! no grocery shopping! no washing dishes!) makes its online shop needlessly complicated.

100% agree with you on that!

You look a bit older than that in your profile pic.

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Yea Sorry about that! My intention was to say that I’ve been a huel client for 2 years now

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No worries, I knew what you meant. I was just joking with you :slight_smile:

Yea I knew haha

Hey @tunele, sorry you’re having problems. That does sound weird, I wonder if you have two separate subscriptions under different email address?

I assume with the multiple orders you’ve received without wanting you would have contacted our customer experience team? Have they managed to resolve this for you yet?

Thanks Tim, they reached out to me and offered a partial refund. I’m ok with that but I still find the ux somewhat confusing.

Have recently used Participate for end user testing. Might be useful for you to see if you can find out why people are having issues?

Expanding on this suggestion, there are Shopify extensions that offer session recording and heatmap tools. Perhaps that would be a better solution as it doesn’t require an app.

Do Huel use Shopify?

Yes, they do. I can tell by the checkout, it’s usually the same across all Shopify sites. It’s industry standard as the alternatives aren’t too good.

Yeah.

BTW your beard is taking over mate. Awesome.

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