I placed this order on June 18th and paid almost €100. We are now almost a month later and the order still has not been shipped.
I have sent at least 20 emails asking for an explanation and for this issue to be resolved, and I still have not received a proper response. This is completely unacceptable.
I should not have to chase your company this many times for an order that has already been paid for.
At this point, I am honestly fed up. Either ship my order immediately with clear tracking details or issue a full refund. If this is not resolved now, you will lose me as a customer.
Please have a real person look into order #776342-EU and reply properly.
This situation has become frankly ridiculous. I paid almost €100 for order #776342-EU nearly a month ago, and I still have not received it or been given any explanation.
There does not appear to be a functioning customer support channel in Europe. I have emailed every Huel support address I could find and sent more than 20 emails in total. The only response I received was from an AI agent asking whether I wanted to speak to a human. I said yes, but nothing happened after that. Since then, there has been complete silence.
Meanwhile, my subscription order was shipped without any issue, while this separate order remains unresolved. At this point, I am genuinely at a loss. It is completely unacceptable that Huel has had my money for almost a month without shipping the order or providing any meaningful response.
The only way I was able to get through to Huel was by posting on the community forum, and that’s how you picked this up. However, I’m now speaking with Huel in the United States while my issue is with Huel Europe. That simply shouldn’t be necessary.
You really need to get this sorted out because you’re going to start losing customers—starting with me. I genuinely love Huel and your products, but I need to be confident that when I pay for an order, it will be shipped, and that if something goes wrong, there is a real person I can contact who will actually respond.
I’ve copied several senior people at Huel, including the CEO and the founders, because someone at the highest level needs to be aware of what is happening in Europe. I’m clearly not the only one affected. There are multiple customers on the Huel forum reporting exactly the same experience: orders delayed, no meaningful customer support, and no way to reach a human being.
From a customer’s perspective, something is clearly broken within Huel Europe’s customer support operation. Whatever internal changes have taken place, they are having a direct impact on customers, and the current level of service is simply unacceptable.
This needs to be resolved immediately. If my order is not shipped this week, I expect a full refund. In that case, I will also cancel my subscription and move to one of your competitors. There are plenty of alternatives available, and while I would rather remain a Huel customer, trust has to be earned.
I genuinely like Huel’s products, but I have never been treated this badly by a company. You have had my money for nearly a month and have provided neither the product nor a solution. This cannot continue.
Firstly, thank you for taking the time to write all of this out. I completely understand why you’re feeling frustrated, especially given how long you’ve been waiting.
I’ve sent you a DM and have also escalated your email directly to our Customer Experience team so it’s been highlighted from my side. While I can’t investigate or resolve individual orders myself, I wanted to make sure your case was in front of the right people.
I know it’s not ideal that you’ve had to come here to get some visibility on your case, and I’m sorry that’s been your experience. As mentioned in the post above, the current wait times aren’t what we expect or want for our customers, and the team is working hard to get through the backlog as quickly as possible. So please allow us this time.
I’ll keep an eye on this from my side to make sure the escalation has gone through. Thanks again for your patience, Marcos, and I hope we can get this resolved for you as soon as possible.