I’ve been in and out of these conversations over the past couple of weeks, so I wanted to come on here and speak to you directly about the recent change to the subscription heads-up emails. That wasn’t the right call.
Reading through all your feedback, it’s clear how much people relied on those emails not just as a reminder, but as part of how you manage your subscriptions day to day.
We still believe the recent updates to the account area make it easier and smoother to manage your subscription. However, we now recognise that a quick reminder email plays an important role too.
So from Thursday 19th March, we’re reinstating subscription reminder emails this time, giving you 7 days’ notice ahead of your next order. That gives you more time to make any changes, whether that’s swapping flavours, adjusting quantities, or updating your delivery schedule.
You’ll still be able to manage everything in your account as before, but the reminder email will be there to support you.
We’ve listened to how you actually use your subscriptions and made this change to better support that and you, our Hueligans.
I’m a Huel fan but I did think removing the email reminder was a really bad idea. Second only to adding fluoride to Huel which was also greatfully received by
…absolutely no-one.
Thanks so much for the update, this is great news! My original post was done out of affection and love of Huel and all that you stand for and so to have acknowledged the feedback and then acted on it does instill me with confidence that you are still fighting the good fight and you are the good guys.
Please pass on my positive feedback to your big wigs that this is much appreciated and we can all move on with positivity.
This explains a lot! I suddenly got a bag of Vanilla Black and a box of Bolognese renewed out of nowhere and couldn’t cancel it. It’s sat in the hallway still in its box because there’s no space in the kitchen cupboard. I ended up cancelling my subscription because I thought I’d missed the reminder email and couldn’t risk that happening again.
This is very welcome, I can have confidence in subscribing again thanks
My god that explains why i could edit my sub? And got an order placed email!! Why was it removed seems silly and caused alot of issues! Luckily i needed my order anyway but i often postpone dates etc etc
I guess it kinda does look like that but I can tell you it wasn’t the case.
We didn’t remove reminder emails because of this process we’re going through. This was a separate, deliberate change to how subscriptions run.
I think why We’re on the topic, It’s worth saying that we are constantly testing our site and proposition - some stuff works, other things don’t. We listened to the feedback from our community and have since turned the reminders back on.
I also use the reminders to swap amounts and products. Luckily I follow the forum and I added my own reminder. It wasn’t a big deal for me, but I couldn’t think of a good reason to remove it, only bad reasons.
You’ve done the right thing. Pleased. But why do you need to justify the initial decision in saying ‘We still believe the recent updates to the account area make it easier and smoother to manage your subscription’ How easier and smother? Can’t you just say it was a mistake………….
Yeah it’s like building a new garage, and then adding a giant inflatable dog that makes a robotic woofing sound all day and night. When the neighbours force you to get rid of the dog because it keeps them awake and looks atrocious, they aren’t criticising your new garage.
I can’t remember if it was always like this but the reminder email I got is entitled “Your next Huel delivery is locked in” I read that as meaning I couldn’t make any changes. To be fair, the email body clearly clarifies that I could make changes which is fine but I was confused for a moment.
thanks
