Thank you for your post. It made me think of a couple of pieces of constructive feedback over this…situation - I assume you’re up for that?
First, I’ve been a Huel subscriber for over three years, always buying Original, never anything else. So for me (and others on here) when 2.3 was discontinued and replaced by 3.0, that’s an entirely different product. Now, I appreciate there was forum activity on this topic, but I was off the forum for most of last year and missed it all. In any case, it’s not right to expect all your customers to get their info just from the forum or from the site. My subscription was running along fine and I had no need to access either. In my view, from a business perspective, Huel should have called me (or at least written) to tell me that the product I’d been thoroughly enjoying for 3+ years would be no longer available after x date. Given your focus on providing excellent customer service, I’m very surprised this never happened.
Second, and closely related, that was also an opportunity missed. Had you called me in, say, July, to tell me the 2.3 news, I’d have bought every bag I could afford at that time. Seriously - I’d have stocked up to the wazoo!
I’m absolutely gutted that 2.3 has gone for good. However, I still have 4-5 bags left and, in the meantime, I’ll play with unsweetened, vanilla, Black and the H&S range, just to see if there’s anything that will keep me as a customer. I so don’t want to walk away from Huel, but you killed the one thing I loved…
PS / Edit I’ve just thought of one more, on a more technical note. On the evening of January 5th, I placed an order (that arrived perfectly, thank you). At 7.07pm that day, I got the usual order confirmation email from Huel. So far so good. Three minutes later I got the “You’re officially a Hueligan” email, presumably because this was my first subscription order after I cancelled my last one because of the move to 3.0. Still, all good. However THEN, at 7.57pm on the same day, I got an email with the title “You’ve left us behind”, telling me that I’d abandoned my basket / order, which is now saved, and it gave me a link to go and Checkout!! This is almost an hour AFTER my order had been confirmed! That one needs chucking over to the IT team to sort out, as it is a bit unnerving.