I placed an order 8026005 on 25th July which has still not arrived. DHL are unable to track the parcel / give an update and your customer services despite multiple emails last week and again over the weekend do not reply. I am now out of Huel. As this isn’t the first time I have had issues with CS and poor comms please refund in full and close my account.
Such a shame as have enjoyed being a customer but this is just basic CS. No product sent, money taken in full and then just ignored.
Hi Mark. Finally I have had a reply so seems this forum is the only way to achieve this rather than via your CS email which is poor. An other of resending the items out and then a £25 voucher just isn’t good enough. I’ve had to order from proteinworks which arrives today so the voucher doesn’t even cover that. Very poor.
I do just want to clarify that posting on the forum isn’t what prompted it. Our Customer Experience team is working through enquiries in the order they’re received, and whilst response times are currently longer than we’d like, everyone will receive a reply.
The role I play on the forum is to flag cases where there appears to be an urgent issue or where something doesn’t look quite right, so the team can investigate. It isn’t a fast track to the front of the queue, and I wouldn’t want people to think they need to post here to receive support. I am limited to what I can help with but if I can help I will.
I completely understand you’re disappointed with the outcome, and you’re entitled to feel that way. However, I don’t think it’s fair to suggest the team aren’t trying to help. They’re working incredibly hard under difficult circumstances and doing everything they can to get back to customers as quickly as possible.
Again, thank you for sticking with us through this busy period
Well unfortunately it’s the only thing that has worked as waited over a week for a reply to multiple emails with no response. I’ve now found out that it will take 3-5 working days to receive a refund so I will eventually get my money back some 2 weeks after paying huel. For info this morning is the first time this year that I have not had a Huel shake for breakfast and so I’m now trying one of your competitors which is very nice tbf.
