There is no UK customer service in sight when you need to make an urgent order change/cancellation. No one available via the UK phone number at 10:15am UK weekday time and no one on online chat. But strangely very quick to take money and immediately mark an order as ‘Dispatched’ as ‘We work quickly to pick and pack your items’. Therefore absolving yourselves of any responsibility to correct any problems and pass on the costs of these changes to the customer.
I cancelled my subscription of original Huel on 5th Jan so I could subscribe to Black instead. New payment taken then. Noticed today I had received no emails yet about my order. I used to receive order shipped emails from Huel but these seem to have stopped or certainly weren’t received for this order. Logged onto your website, which used to be somewhat ok to navigate and find out whats happening, but is now a crapheap of misinformation. Whoever decided on the new layout was paid too much. Logging in I’m greeted with a window saying you have my order and it will will be dispatched shortly,
Wondering why my order still wasn’t dispatched after 2 days I checked subscriptions and saw the next delivery date was 2nd February. This date was the same as the original Huel subscription I cancelled. So I changed the delivery date to today, and now you’ve taken payment again! and there seems to be another order on the way that I was given no avenue to correct or cancel due to the shocking vacuum of customer service offered by Huel. I’ve raised a ticket but who knows when this will be answered and certainly not within a timeframe that can be effective. If you aren’t going to offer any customer service you’d think there would be a cancel next delivery option on the website or the order email, but this seems to be conveniently missing as well.
So thats £100 dropped on Huel this month, something I cannot easily afford. Pretty pissed off with Huel is an understatement. The product isn’t cheap for whats in it, but we pay over the odds for it because its convenient and healthier. What you can do though, is stop patting yourselves on the back so much and direct some of that media marketing budget into creating a better customer experience. One that doesn’t screw over your customers due to the misinformation on your own website.
For your records,
Order Number #1142937
Order Number #1147686