I’m a new Huel customer. I placed an order last Saturday (9/5), and like many others, I received the “your order has shipped” status, but no additional information was provided. There is no way someone processed and shipped my order within minutes. That is misleading.
I contacted Huel customer service Tuesday (9/8) and a rep replied promptly, but with a lengthy dissertation about courier delays in Millington (Fedex). I was told,“Your order is en route and your tracking numbers are as follows”. The rep provided two tracking numbers. The tracking status on Fedex’s website says that the shipping labels have been created, but no additional tracking information is available until the packages begin to travel. Fedex (and UPS) are good at providing up-to-date tracking info. They’ve been shipping longer than Huel has been in business, so blaming Fedex for Huel’s mistakes looks bad.
At the end of the day on Thursday (9/10), I placed an order for more Huel, this time through Amazon. Guess what? My order through Amazon will arrive one day later (Friday, 9/11). My order from Huel’s website? Who knows when it will arrive since the status for my tracking numbers says “Estimated Delivery Date: Pending”.
I don’t want a boilerplate response from customer service. I don’t a refund or a discount. I do want to let others know what to expect from Huel until they fix how they handle their order processing and communication.