Hey,
I know huel are having some cistomer service issues. Usually things are dealt with same day, but its going on 10 days now and i have had no reply.
I am trying to add more items to my order but it wont let me. Specifically the green ready to drink cans. I sent an email withthis issue 10 days ago. A follow up email 3 days ago. And nothing.
I had some minor concerns 1 regarding the military discount as i have applied the september discount i wanted to make sure i had not permenently removed the military one.
And the second minor issue was that the last package that came to me from DPD came in two different delivery times spread across the entire day. The ramen in particular 3 of the pots were openand the box just had Ramen lose everywhere and in the selection boxes were all over the place and 2 of them split. Im not sure if this is how they are packaged or if its DPD handling the boxes poorly (im guessing the latter)
Now i know what i like (thanks to the selection boxes) i am trying to bespoke my order (and order early, i wanted this stuff to be here before monday.) That wont happen now but when i do manage to get my order im hoping that it wont turn up in the condition it did.
Is there anyone that is able to helo me get my order finished off so i can process it for delivery?
I also just want to say usually in the past customer service was just a quick whats app in the UK and that worked well. Was nice easy and straight forward. Im not having a great time with this process and because my last order was partially damaged im having to order early so i have enough for work.
Kind Regards
William
Tagging @Mark_Huel for visibility.
Hey Will! ,
Firstly, 10 days without a response isn’t the experience we’d want you to have, especially when you’ve followed up and you’re now having to order earlier because of the damaged items. I completely understand the frustration here. The team are working hard to get back to people as soon as they can. Why the volume is going down it’s just the working through it that is the challenge.
The Ramen pots and selection boxes definitely shouldn’t be arriving split/open with product loose in the box either, so we’d want to look into that as well.
Let me help get this moving for you. I’ll drop you a DM to grab your deets I’ll flag everything you’ve mentioned to the team, adding the Ready-to-drink cans, your military discount and the damaged delivery so we can get someone to take a proper look and help you get your next order sorted.
And appreciate the feedback on the support process too. You’ve been with us long enough to know what the experience has been like previously, so it’s completely fair to call out when it hasn’t been up to that standard 
Heya Mark..
I have replied to your DM for more info.
But i would say to anyone to stick by Huel while the IT issues are getting sorted. Customer service has always been good with Huel. Well actually really amazing.
Once someone reached out via email they were all over it and were amazing as always. Still have a couple of bits and bobs to sort out via the DM but nothing thats cant be fixed at the click of a button and probably my fault anyway not know how discounts worked.
If anyone is getting smashed parcels or ramen/powder split in boxes I would definitely say raise a DPD ticket becuase its not a Huel issue for sure.
Many thanks for getting back to me
William