Starting this new year my first new order was scheduled on January 10th. I had ordered my normal bag of chocolate and bag of berry. But I also added a one time order of 2 different flavor boosters to try them out. January 10th came and went and I was starting to run low on Huel. I emailed Huel on the January 14th to ask what the problem was. They responded on the 17th saying they were out of stock of all flavor boosters except chocolate, and they wanted to know if I wanted the rest of my order. By this time I’ve already drank all the huel I had and was having to buy my breakfast and lunch everyday, I was quite pissed. I emailed huel back telling them that I absolutely wanted my huel as soon as possible and to add a one time order of an extra bag of chocolate and berry, so I’ll have extra in case something like this happens again. On the 18th they emailed me back to double check that I wanted 2 bags of chocolate and 2 bags of berry. And they said they would ask the huel team to make stock issues clearer in the future. I replied back that that was correct and that I tried to make the change myself on the website, but the change would never save. I also asked them if they have a support phone number I could call because having to wait for someone to respond via email takes forever. I feel like I could have cleared all of this up in one phone call back on the 14th when I started emailing them. By the 21st, almost 2 weeks past when they were supposed to send my next order of Huel, I still haven’t seen a charge or received any emails that Huel was on the way, and I sent them a strongly worded email saying as much. They responded on the 22nd and I was surprised they wanted to send me the 4 bags of huel for free. I really appreciated the free huel to make up for all the issues I’d had, although they never responded about the question about a support phone number. But now we are in February and my next subscription order was February 6th. I had ordered the flavor boosters again, along with my normal order and an extra bag of vanilla to try and an extra bag of chocolate. Well february 6th came and went and no charge and no email saying my order is on the way. Emailed Huel on the 7th and i’ve yet to hear anything back from them. But I would bet anything that the reason my order hasn’t shipped is the same problem as last time. Is this experience normal?
I feel like there are many different ways Huel could fix this problem. The first one being that if they are out of flavor boosters (or any thing else) then list them as out of stock on the website, and start a waiting list of all the people that wanted flavor boosters so that as they get them in-stock the people that have waited the longest will receive them first. And for customers that automatically re-order flavor booster (or anything else), have the system generate an email saying that the item is out of stock and give the customer the choice waiting for them (causing the entire order to ship late) or ship the rest of the order on time. I would imagine most people that like Huel would not want there latest shipment of Huel held up for who knows how long waiting on something that isn’t absolutely necessary for drinking Huel. Amazon has a shipping feature where they ask whether you would prefer to receive your orders as they come in stock or wait until they are all in stock and ship them together. Huel should at the very least have something like that. So that people will understand why there Huel order is running late.