I really love Huel, I’ve been a regular consumer since 2017 and I will continue to be.
However, even that I completely understand you’re busy (that’s good in some way), I feel it’s completely unreasonable to have customers waiting for more than 2 full business days before hearing an answer to support requests sent to email@example.com.
I sent you a question (request ID 250025) on Nov 19, 1:46 PM CET, but the only answer I got was an automatic message saying you will get back to me as soon as possible.
Personally, if I didn’t know you as a company, this will certainly make me believe you’re not serious And it’s sad because even that you deliver an amazing product, I’m sure some new customers get annoyed and move to the competition because of this (I saw other complaints in the forum about slow support answers).
I think you should hardly try to answer all support tickets in at most 1 business day, even if the answer is just:
We'll need more time to resolve your problem. Investing a bit more in support will definitively make your new (and existing) customers feel more supported and see you as a more professional company.