HelloFresh

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

Contacts

• Official website (HelloFresh U.S.): https://www.hellofresh.com/
• Customer Care phone (chat also offered): (646) 846-3663
• Customer Care email: [email protected]
• Privacy requests email: [email protected]
• Privacy requests phone (toll-free): 1-844-242-2169
• Arbitration opt-out notice email: [email protected]

Locations

HelloFresh subscription problems: contact, skip, cancel, refund and escalate (checked October 11, 2026)

HelloFresh is the weekly meal-kit subscription run in the United States by Grocery Delivery E-Services USA, Inc. d/b/a HelloFresh. Its Terms of Use (effective March 18, 2026) say the subscription is an initial charge followed by weekly charges, and that HelloFresh "MAY SUBMIT PERIODIC CHARGES (E.G., WEEKLY) WITHOUT FURTHER AUTHORIZATION FROM YOU" until the customer gives advance notice under the cancellation procedure in section 10.3 (the Terms print this passage in capital letters). The deadlines below come from those Terms; your own account's My Menu page shows the exact lock day and time for your delivery.

Contact. The Contact page offers chat and a phone line, 1 (646) 846-3663. The Terms also give [email protected] for Customer Care.

Skip or pause a week. Section 10.4 says to log in, select the delivery week and click "Pause Week"; a paused week is not charged, but the action cannot be taken for an order that has already "locked". Section 10.2 says meal selection and delivery-day changes "lock" five days before the delivery day.

Cancel. Section 10.3 gives these steps: log in, click your name in the upper right-hand corner, click "Account Settings", scroll down on the Plan settings page and click "Manage" under Subscription Status, then follow the prompts. The same section says a customer may also cancel by contacting Customer Care through hellofresh.com/contact-us or by email, "stating that you wish to terminate your Subscription, along with your full name and registered email address." The same section says that after cancelling in the account you will be "prompted with a message confirming that your account has been cancelled"; keep that confirmation. Its example: for a Tuesday delivery the customer has until Thursday at 11:59 PM PT to cancel; after that deadline the customer "will be charged and receive your Meal Box for that week, and the cancellation will take effect for the following Delivery Week." Section 5.2 adds that a cancelling customer is not eligible for a prorated refund for the current subscription week.

Problem with a box or ingredient. Section 14 (Return and Refund Policy) asks customers to contact HelloFresh "within five (5) days of the date you received the unsatisfactory item"; HelloFresh "at our sole discretion" may give a credit or a partial or full refund and may require the return of the item or a photograph first. The Help Center says refunds are issued to the original form of payment and "can take up to 5-10 business days to fully process". Section 10.5 tells customers to contact Customer Care if a box arrives late and they are unsure about freshness.

Offers and trials. Section 9 says a voucher discount "only lasts for the first week of your Plan, unless it specifically states otherwise", and that at the end of the voucher period the customer is billed the standard weekly rate unless the plan is cancelled beforehand. The Help Center explains that a $1 charge at checkout "is simply an authorization charge to verify the validity of the payment method" and that the Terms (section 9) describe it as refunded after authorization.

Texts and calls. Section 4.4 contains the customer's consent to marketing calls and texts when a phone number is provided and says that replying "STOP" to a text opts out.

Where to escalate. The FTC's ReportFraud site (reportfraud.ftc.gov) accepts reports about fraud, bad business practices and unwanted calls; the FTC states it cannot resolve individual reports. A report about a meat, poultry or egg product can be made to USDA FSIS through its online Electronic Consumer Complaint Monitoring System, and BBB's profile has a "Submit a Complaint" link. Consumers can also ask their state attorney general's consumer-protection office, for example the Oregon DOJ complaint database that its HelloFresh release points to, or ask their card issuer about its dispute process.

Dispute terms. Section 24 of the Terms requires individual arbitration or small-claims court and a class-action waiver, subject to exceptions; section 24.14 says a customer may opt out of the arbitration agreement by written notice to [email protected] within 30 days after first becoming subject to it. Section 16.6 states that nothing in the Terms limits consumer rights under California Civil Code 1670.8 and that consumers "retain their right to make public statements" about their experiences.

Settlements with state officials, an NAD decision, and food-safety recalls and alerts

The records below are listed by source and are not combined. Each states what the document itself says.

California district attorneys and Santa Monica City Attorney (2025). People of the State of California v. Grocery Delivery E-Services USA Inc., dba HelloFresh, Santa Clara County Superior Court No. 25CV472270. A Stipulation for Entry of Final Judgment was filed Aug. 13, 2025. In it HelloFresh "neither admits nor denies any of the allegations" and admits only the facts needed for jurisdiction. The attached proposed Final Judgment, under California Business and Professions Code sections 17200 et seq. and 17500 et seq., provides for payments of $7,500,000 in total: $6,380,000 in civil penalties split among the Los Angeles, San Diego, Santa Barbara, Santa Clara and Santa Cruz county district attorneys and the Santa Monica City Attorney, $120,000 in investigative costs, and $1,000,000 in restitution to eligible California consumers through Kroll Settlement Administration. It also contains an injunction covering the California automatic-renewal law, including disclosure of renewal terms before purchase, express affirmative consent, an acknowledgment of the transaction, and online cancellation without obstructing steps. The program website states that HelloFresh "denies liability". It lists as eligible customers who were enrolled in an automatic-renewal product subscription between January 1, 2019 and August 18, 2025, were charged for the first shipment without their knowledge or consent, cancelled after the first shipment, and never received a refund; its claims deadline was December 17, 2025.

Oregon Department of Justice (2025). In the Matter of Grocery Delivery E-Service USA, Inc. d/b/a HelloFresh, Assurance of Voluntary Compliance, Multnomah County Circuit Court No. 25CV62850. The document says it "shall not be considered an admission of a violation for any purpose". HelloFresh agreed to pay $106,000 to the Oregon DOJ and not to advertise a discounted price without disclosing the material limitations (for example a "$4.99 / meal" price that applies only to a new customer's first box), not to advertise a specific price reduction without disclosing the number of boxes needed to receive it, and not to advertise "Free shipping" for a limited number of boxes without disclosing how many. The copy published by the Oregon DOJ shows acceptance by the Attorney General dated Nov. 17, 2025 and a filing stamp of Nov. 26, 2025; its court-approval signature line is blank in that copy.

NAD (BBB National Programs), May 24, 2023. NAD determined that HelloFresh supported its claim "Flexible Plans, Less Hassle: Add extra meals to any week's order, change your delivery day or menu preferences, skip a week or cancel anytime", finding the cancellation and change processes "easy for consumers to follow". NAD also found that material terms of the "16 Free Meals" offer did not appear consistently in the advertising, recommended clearer disclosure near the "free" claims, and recommended that HelloFresh modify or discontinue flash-sale and countdown-timer claims unless the offer is time sensitive. HelloFresh said it "agrees to comply with NAD's recommendations, although it disagrees with its findings as to certain disclosures."

Food-safety recalls and alerts. These concern ingredients or supplier products, and a recall by a supplier is not a finding about HelloFresh's own conduct.

• FDA enforcement reports (openFDA), Class I, status "Terminated": a 2015 cucumber supplier recall (initiated Sept. 6, 2015, potential Salmonella); four prepared-meal recalls initiated June 14, 2016 for possible Listeria monocytogenes contamination; an August 2020 recall of onions in various HelloFresh and EveryPlate kits (potential Salmonella); and recalls initiated Oct. 22, 2021 of HelloFresh and EveryPlate meal kits containing onions from ProSource linked to a Salmonella Oranienburg outbreak. HelloFresh's Oct. 23, 2021 notice on FDA.gov told customers to discard onions received July 7 through Sept. 8, 2021 and to check the product code on the bottom square of the box shipping label against the code table in that notice (production weeks 28 to 36).
• USDA FSIS public health alert, Sept. 10, 2022: ground beef 85 percent lean in HelloFresh meal kits shipped July 2-21, 2022, with establishment number EST#46841, "may be associated with" E. coli O157:H7 illness; FSIS said a recall was not requested because the products were no longer available for purchase and that an outbreak investigation was under way. The alert names the package codes "EST#46841 L1 22 155" and "EST#46841 L5 22 155" and says "These products should be thrown away."
• USDA FSIS public health alert, Oct. 6, 2025 (updated Oct. 7): two FreshRealm-produced HelloFresh ready-made meals, Cheesy Pulled Pork Pepper Pasta and Unstuffed Peppers with Ground Turkey, containing spinach recalled by Sno Pac Foods for possible Listeria monocytogenes; FSIS reported "no confirmed reports of adverse reactions" and said the alert was not related to ongoing outbreak investigations based on current evidence. Lot codes are in the FSIS notice.
• FDA enforcement report H-0618-2026, Class II, status "Ongoing": Basil Pesto & Mozzarella Pizza (13.90 oz, "Distributed by: Grocery Delivery E-Services"), recalled by the recalling firm Bakkavor, with the recall initiated Jan. 19, 2026, for metal fragments in bread products traced to roasted tomatoes from an ingredient supplier; distribution listed as AZ, CA, CT, FL, IL, MI, NC, NJ, TX and VA; report date Apr. 1, 2026.

No FTC enforcement action against HelloFresh was identified in the sources checked on 2026-10-11; the FTC's press-release archive was not searched exhaustively.

Who operates HelloFresh in the U.S. and how its brands relate

HelloFresh's U.S. Terms of Use name Grocery Delivery E-Services USA, Inc. d/b/a HelloFresh, a Delaware corporation with general corporate offices at 28 Liberty Street, 10th floor, New York, NY 10005, as the operator of HelloFresh.com and its mobile apps for customers in the contiguous United States. In a Sept. 5, 2025 certificate in federal court (N.D. Ga. 1:25-cv-03262) the company identified HelloFresh SE as its corporate parent.

The service delivers weekly boxes of ingredient kits ("Meal Kits") with recipe cards; customers choose a plan, a delivery day and, depending on the plan, specific meals. Its own About page calls the company "America's #1 meal kit", which is the company's claim. BBB lists "EveryPlate" and "Good Chop" as related businesses, and FDA enforcement reports list both HelloFresh and EveryPlate meal kits under the recalling firm "HELLOFRESH US". Factor, the prepared-meal service operated by Factor75, LLC, has its own page on this site.

Section 12 of the Terms tells customers to inspect the box on delivery, and sections 10.5 and 12 recommend refrigerating perishables at once and checking meat and fish with a thermometer for an internal temperature of 41 degrees Fahrenheit or below. Section 6.1 says HelloFresh may change prices with at least ten days' notice for the customer's plan rate, and section 6.3 says unpaid amounts may be transferred to a third-party collection agency.

The Privacy Policy effective July 7, 2026 names the same operating company and lists [email protected] and a toll-free privacy line.

Complaint record: BBB, Trustpilot and ComplaintsBoard (as displayed October 11, 2026)

This section keeps the third-party figures in one place. They are shown as displayed on 2026-10-11, come from different sources with different methods, and are not added together or averaged.

• BBB (profile for HelloFresh, New York): not BBB Accredited; BBB Rating A+; 864 total complaints in the last 3 years, 207 filed in the last 12 months; customer-review average 1.12 out of 5 from 488 reviews. BBB states that it publishes one out of every five complaints handled through its conciliation process.
• Trustpilot (HelloFresh US): 3.4 from 99,594 reviews, 26,465 of them in the last 12 months. Trustpilot says the company invites customers to review and that it does not fact-check reviews; the profile is claimed with a paid subscription.
• ComplaintsBoard (HelloFresh, unclaimed): 1.2 from 24 reviews and 188 complaints, last updated by the site on Sep 15, 2026.

CFPB's consumer complaint database covers financial products and is not a source for a meal-kit seller. This site has no complaints of its own about HelloFresh in its archive as of 2026-10-11, so no complaint themes are listed.

Court cases and settlements involving HelloFresh in the U.S.

Court dockets show a series of consumer class actions and individual suits against Grocery Delivery E-Services USA Inc. Allegations in a complaint are not findings, and the entries below are limited to what each docket or order displays.

Telemarketing calls (Murray, D. Mass. 1:19-cv-12608). Plaintiffs alleged that a 2015 "win back" telemarketing campaign violated the Telephone Consumer Protection Act through autodialed calls, calls to numbers on the National Do-Not-Call registry and calls after do-not-call requests. A $14 million settlement for about 4.8 million class members received final approval on Oct. 15, 2021. On Dec. 16, 2022 the First Circuit vacated that approval because the single class contained claims with different elements and values that had not been negotiated at arm's length separately, while upholding incentive awards. A revised settlement limited to class members on the National Do-Not-Call registry (persons with at least two telemarketing calls in a 12-month period between Sept. 5, 2015 and Dec. 31, 2019) was approved by an order entered Mar. 13, 2024. The order says the settlement is not an admission of liability and awards $2,200,000 in class counsel fees and $750,000 to the objector's counsel, noting that the appeal produced "an additional $3,440,000 benefit on the NDNCR class".

Text-message suits, 2025-2026. Dockets list class complaints filed in Wilson (N.D. Ga. 1:25-cv-03262, filed June 10, 2025; stipulation of dismissal with prejudice filed Apr. 1, 2026 and case terminated Apr. 8, 2026), Salvant (N.D. Ga. 1:25-cv-05869, filed Oct. 13, 2025), Ramirez (W.D. Tex. 5:26-cv-06303, filed Sept. 30, 2026, alleging marketing texts sent before 8:00 a.m. or after 9:00 p.m.) and Ayala (C.D. Cal. 2:26-cv-11396, filed Oct. 1, 2026; the complaint's text was not displayed). Schwartz (D. Mass. 1:25-cv-12222) names HelloFresh SE and Factor75, LLC over alleged unsolicited texts; on Jan. 21, 2026 the court stayed the case pending arbitration between the plaintiff and Factor75.

Other. Dockets also show suits that are not about consumer purchases, such as an employment-discrimination case (by the cause listed on CourtListener) and a case filed by a staffing company, and several small individual suits; they are not described here.

Settlement documents in the California and Murray matters state that HelloFresh did not admit liability.

Is HelloFresh Legitimate?

HelloFresh's Terms of Use name Grocery Delivery E-Services USA, Inc. d/b/a HelloFresh, a Delaware corporation, as the operator, with offices at 28 Liberty Street in New York; court filings identify HelloFresh SE as its parent. The company publishes chat and phone support, an email address, a Help Center and a written cancellation procedure. BBB lists the business with an A+ rating and no accreditation, with 864 complaints in three years and a 1.12 out of 5 review average (as displayed on 2026-10-11); Trustpilot shows 3.4 from 99,594 reviews. Public records include a 2025 California settlement of $7.5 million and a 2025 Oregon assurance of voluntary compliance of $106,000, each reached without an admission of a violation, a 2023 NAD decision, a series of FDA and USDA food-safety recalls and alerts, and TCPA class actions, one of which ended in a court-approved settlement in 2024. This page does not rate the company.

Court & Public Records

Company Relationships

• Owned by: HelloFresh SE
• Affiliated with: EveryPlate
• Affiliated with: Good Chop
• Affiliated with: Factor75, LLC

Frequently Asked Questions