Three split pouches in last order - No response from Huel

Experiences
1

My last order (8114975) arrived with 3 split pouches. I’ve emailed and WhatsApp’ed Huel customer service, but there has been no reply; apart from the automated “We’re receiving so many complaints we can no longer cope”.

@Mark_Huel you seem to be the only person that can get things done at Huel. Could you look into this issue for me?

Thanks.

2

Hey Richard, looking into this for you I can see this has now all been answered and resolved.

This is such a lovely compliment. I’m just working with a Stella team to get things done for our customers. They do the hard work; I am simply the middleman.

3

Hi, Mark.

Thanks for reaching out. Mason has arranged delivery of the replacement pouches and I look forward to their arrival.
Browsing the forum I saw a lot of messages from people with similar customer service issues, which I find quite concerning. What is Huel doing to address these delays in responding to customer issues, and when should we expect the internal problems to be resolved?

Kind regards,
Richard.

1 Like
4

I completely understand your concern after seeing those posts on the forum. From everything I’ve been told, the CX team experienced a bit of a perfect storm over the last few months, which unfortunately led to longer response times than anyone would have liked.

They’re working incredibly hard to get things back on track and are making progress every day. It’s a balancing act between working through the existing backlog while also keeping up with new enquiries coming in, but things are steadily improving.

I’m just the middleman here trying to help where I can, but I know everyone appreciates the patience and understanding while they get back to the level of service customers expect.

5

Hi, Mark.

Thanks for the explanation, but I think the whole CX situation needs a bit more clarity. Saying it’s been “a bit of a perfect storm” doesn’t really tell us much, especially when people have been dealing with this for months. It’s also very frustrating when the provided lines of communication only produce a response that reinforces the appearance that Huel is swamped with complaints and can’t cope.

If possible, could the Head of CX post something on this forum explaining what that “perfect storm” actually means? It would help a lot if we knew:

  • What went wrong in the first place, and why has it dragged on for so long?

  • What’s been happening internally to cause such a big backlog?

  • What’s being done right now to clear it and get response times back to normal?

  • Could we have a rough timeline of when we can expect things to improve?

  • What actions are Huel taking to make sure this doesn’t happen again?

I’m sure the team’s doing their best, but when something’s been going on this long and affecting so many customers, a straight-up explanation from the top would go a long way. It would also show that Huel understands how serious this is and shows that there’s a real plan at work and not just damage control.

6

Hey There!

We went into alot of detail on whats going on here - Reddit

This hopefully will be able to answer a lot of your points but if you have any further questions please let me know and I’ll be happy to help.

Thank you

7

Hi, Mark.

Thank you for the Reddit link. It appears that this issue has been going on for much longer than I thought.
I’ll keep my fingers crossed that I don’t have another issue with my next order.