Items not received - no response from support@huel.com


#1

Hello all,

I have sent several messages to support@huel.com regarding my order, and have not yet received a response. I was supposed to have received my first Huel deliver about 10 days ago, but nothing has arrived. I live in an apartment complex with package management services, and they’ve received nothing.

I would really like to try Huel but without a response I may have to request a full refund. I’m hoping to get an answer soon. Thank you!


#2

I am having the same issue. I am giving them until noon today, I then will have to attempt to cancel my order. From what I am reading that in itself can be a chore,
Good Luck


#3

i’m having the same problem. I ordered a over a week ago and can’t even get a tracking #. sent 2 emails and no response. i’m getting ready to cancel my order too


#4

Hey @jasonaul, it looks like your order was delivered on Sept 21st at 3:45 and is listed as “left at front door”. As you never received it, I will place a replacement order for you right away. If you’d like to try a different shipping address, possibly a work address or other, or if you would prefer a refund, let me know ASAP.


#5

Hey Deborah, I see that your order was also delivered (last Friday) and listed as “parcel locker”. I have followed up with our fulfillment center about your order as well and will have a replacement shipped your way ASAP.


#6

I am so sorry but the mailman delivered it to the wrong parcel. someone took it to the office here at the apt complex and i’ll pick it up tomorrow. thank you!


#7

Deborah, oh wow, glad you were able to sort it out! However, upon looking further into your order, it looks like the powder wasn’t included in the shipment as a flavor wasn’t selected. I will have a separate powder shipment sent right away. Do you want Vanilla or Unflavored & Unsweetened or a combo?


#8

Yes I just got my box with no powder and no shaker. Vanilla would be great, thanks


#9

Hi! I got my 2 packages of huel today! I did not get a shaker tho. Would you send me a shaker? I thought I was supposed to get one with a subscription. I got my t- shirt so thank you for that


#10

I didn’t get a scoop either


#11

Oh no! Your order got all kinds of funky, didn’t it? I will have a shaker and scoops sent to you right away. :ok_hand:


#12

Hello, What are the options for returns? I ordered a XL grey tshirt but recieved a black one?
Thank you.


#13

Hey @Lyric_Raptor! We’re so sorry you received the wrong shirt color. I just put in a request to have the grey one sent your way ASAP.


#14

Hi there. I wasn’t very worried about the wrongly ship shirt. I understand that these things happen. Thank you very much though for taking care of the matter!!


#15

I just found this thread. I am having the same problem. I emailed support and have not received an answer for several days. My first order arrive great, but this order never arrived. I to live in an apartment with package management services and I always receive packages. I order from Amazon all the time, and have never had a problem receiving anything. I really need some help because I don’t know what to do, but no one will answer me. What is the point of having a support email address if no one answers it? I feel sad because I love the product, but now my new order is missing. I don’t know if they lost it because of the holidays or what, but all I know is I don’t have it. :sob:


#16

I sent several requests and did not get a response until I posted here. I’ve responded to their email that they sent in response to my post but they did not respond to that email either. Their product is fantastic but their customer service sucks to the point where I’m considering not using it anymore. They were out of a product and instead of notifying anyone they held the orders and did not tell anyone what was going on nor did they respond to any email request for information.


#17

Hi Sabra, I see your order has been delivered, so unfortunately, there’s a chance it was lost, misplaced, or stolen. I have ordered a replacement for you that should ship out in the next 1-2 business days. Let us know if there’s anything else we can do!


#18

We’re sorry to hear about your frustrations. We do the best we can to provide coverage everywhere possible with our main influx of activity being via email. But we know we can do better and are constantly working behind the scenes with fulfillment, delivery, and customer service to improve the overall customer experience. We hope you’ll give us a second chance to make it up to you! If there’s anything we can do, please send me a PM and we can find a solution. :+1:


#19

Thank you so much. That is really unfortunate. It may have gotten lost because of Black Friday and cyber Monday. The amount of packages here actually picks up the week before that. Did have one package from Amazon that said it was delivered when it wasn’t, but it came the next day. Thank you so much though.

Sabra Ewing