This was the second time I buy Huel and the last. The reasons are the following:
Your poor packing service. My order did not come in complete, the Natural Flavour Boost 10 Taster sachets were missing as per email sent to customer service
To my surprise, there are no scoops in either one of my bags. I did not foresee that this company was so cheap as to only send scoops in the first shipment and did not keep the ones that came with my previous order when I finished it and threw the empty bags away.
The fact that you force users to buy 2 bags. I donât care what the reasons are, you should not force users to do that. One bag lasts forever if used as one single daily meal replacement.
Your poor customer service. 24 hours after my first email about the missing Natural Flavour Boost sachets and no one has bothered answering.
Youâve just lost a customer and I will make sure to share my experience with my co-workers. In the meantime, I hope that you will send me the missing sachets and, at least, one measuring scoop.
I look forward to a replyâŚat some pointâŚhopefully soon.
Regarding scoops, as mentioned in a different topic a few minutes ago, they are not packed
with every bag/order. This has to do with their choices on the environmental impact.
As mentioned at the top of their âAbout usâ page :
Huelâs mission:
To make nutritionally complete, convenient, affordable food, with minimum impact on the environment and animals.
So adding scoops uncalled for, every bag or order, would prove the opposite.
Yes, it lasts a while depending on the amount youâre having. As the expiry is 12 months
from production, that should not be an issue at all I think. Just donât order every week.
Why it is a minimum of 2 bags, Iâm not sure.
It is known that they are pretty occupied with customer service lately, the go through the
mails in chronological order and will get to you, Iâm sure.
a) They should indicate the scoop info for those of us who do not have the time to read their mission statements.
b) I donât care how long their expiry date is, I donât want to be forced to buy anything.
c) They should send an automated reply indicating when they plan on answering by. Someone else has indicated that he has been waiting for over 10 daysâŚ
Iâm never buying tinned tomatoes again cos I didnât get a fork with my purchase and I had to buy a pack of four when I only ever need one tin at a time.
No flavour boost samples - thatâs a bit rubbish. This happened to me too on my first order. I think thereâs a glitch in the website / basket. They will rectify it for you so donât worry. In the meantime, check out flavour / recipe suggestions here on the forum - thereâs plenty ideas. Instant coffee and cacao powder are my two favourites.
No scoops - yeah, you donât get scoops with every order. That would be a terrible waste of plastic. You can add them for free - they arenât being âcheapâ, just environmentally friendly.
They will send you more scoops so donât worry, and in the meantime⌠use a spoonâŚ?
Minimum order two bags - lots of people have said they want to buy just one bag, but they stand by their decision to make it a minimum of two, I presume to make packaging and postage easier and cheaper. 2 bag minimum isnât that unreasonable. And no one is forcing you to buy anything. You saw the minimum order quantity and still chose to go ahead and purchase (more than once). Most people who purchase regularly are more than happy to order at least two bags at a time - itâs less hassle than ordering every few weeks.
Customer service - they have been uncharacteristically slow the last few weeks. Because theyâve had a massive backlog to clear. Usually they answer within 24hrs but lately itâs been much longer. I emailed a query last week and got a reply (and immediate resolution) 4 working days later, which isnât too bad.
Iâd give them another few days to reply before getting too mad. I know itâs not great, and we all want an answer in 24/48hrs (which they do usually do), but donât panic too much, they will get to your email and sort it out for you.
We all love a good scoop scandal here. Keep up the good work
No need to be offensive @LBM
I actually tried to be helpful to you
Yes we all have a bit of fun on the forum too, but ultimately everyone is offering you help and reassurance that thereâs no need to get so mad so fast and that your issue can be resolved.
Hey Luz, gutted to hear that youâre not happy with your experience. The missing Flavour Boosts is rubbish, weâll get it sorted donât worry.
I echo everyoneâs responses regarding scoops, it can be a bit confusing if youâre used to buying things like protein powders or meal replacements. Since we know who has purchased before we can only send them out with first orders and since the scoops are pretty sturdy they last a long long time. Itâs a small change, but we think itâs the right thing to do.
Just so you know, we do say to âKeep your scoopâ, but I understand if you didnât read the âLetâs Get Startedâ booklet cover to cover, itâs there though.
Two pouches equals one meal a day for a month, thatâs the reason but in reality reducing it to one pouch wouldnât reduce the price all that much. It wouldnât half it thatâs for sure. Thanks for that feedback though, never say never.
Sorry for any delay, the team are smashing through emails and will sort you out with scoops and your Flavour Boost taster pack as soon as possible.
Just curiosity, but is âLetâs get startedâ booklet renewed as well ?
Because it says itâs possible to add a scoop on check out, while it no longer is.
Can only add scoops to the next box in ongoing subscriptions.