"Their argument is you should have contacted them to say the app wasn't working in time," one customer told Consumer NZ, "but (a) you don't know it hasn't worked and (b) they know full well it doesn't."Ĭonsumer said HelloFresh earlier denied any problems with its software, with "no identified issues with the website or the app functionality in the back end". Some said they had even contacted HelloFresh to tell them their app often failed to record when they wanted to skip a delivery. RNZ first reported on the problem back in January 2020. The "small number" of customers affected would be contacted with an offer of full compensation, it said. "We are sorry about the inconveniences and will make sure this won't happen again in future." "After a further in-depth internal investigation together with our global tech team we've tracked down a temporary technical glitch in regards to customers pausing their subscriptions," the company said in a statement. On Wednesday HelloFresh said it had found a flaw in its system, and was working to resolve the issue. The weekly food delivery service runs on a subscription model, but customers can opt out of some packs if they don't like what's on offer - and as long as the request was actioned by a certain date, they do not have to pay for it. The watchdog said some were also having to pay for return postage, but HelloFresh insisted it was not in the wrong. Photo: RNZ / Dan SatherleyĪ food delivery company says a "technical glitch" led to some people being overcharged.Ĭonsumer NZ earlier this week said it had received numerous complaints from HelloFresh customers billed for meal kit subscriptions they paused or cancelled. The "small number" of customers affected would be contacted with an offer of full compensation, HelloFresh said.
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