HelloFresh Questions & Answers (page 4 of 8)

Hi Abigail,

Thanks for getting in touch!

Our meats have different expiry dates and are fine to consume up until, and including, that day. We use Cryovac technology to package a lot of our meat products, which doesn't use any nasties or chemicals to prolong shelf life. For this reason, fresh air is trapped inside and can occasionally give a confinement odour to the meat once opened. Don't be concerned the meat is perfectly safe to consume and this odour will dissipate once the meat is left open in the air for 5-10 minutes before using it!

We recommend you eat your chicken and seafood first, and after that pork and red meats like beef and lamb can be prepared later in the week. If you know you will not be home to cook, or only want to prepare a portion of your meal, all of our chicken, red meat and pork are fine to be frozen as they have not been frozen previously!

We hope this helps and please don't hesitate to get in touch with our friendly Customer Care team if you have any further questions!

- Francesca.

Hi Bilster,

Thank you for spreading the HelloFresh Love!

As excited as we are that you are sharing your experience with the social media world, please refrain from sharing your HelloShare unique code on HelloFresh social pages, HelloFresh channels or within comments on HelloFresh social posts and advertisements (such as YouTube, Facebook and Instagram).

You can still share your code with your friends, on your own posts and other Channels unrelated to HelloFresh.

Let us know if you have any questions!

- Francesca.

Hi Robyn,

Thanks so much for reaching out!

We're so happy to hear that you'd like to recreate some of our delicious recipes at home! Here at HelloFresh, we want to make dinner time fuss-free so that cooking amazing meals at home is simple. In addition to receiving easy-to-follow recipe cards with step-by-step instructions, youll also receive all the pre-measured ingredients you need to make each meal.

If you don't remember the weight of the ingredient we've sent for a past recipe, we can check in with our recipe team to confirm exactly what's needed to cook one of the family favourites!

Please don't hesitate to reach out to our friendly Customer Care team - we're here to help 24 hours a day, 7 days a week. You can reach us via:

Phone - (02) 8188 8722
Email - [email protected]
Live chat - hellofresh.com.au
Facebook DM - http://fb.com/msg/hellofreshau

Simply let us know the ingredient and recipe and we'll track down the measurements needed!

- Francesca.

Hi there,

Thanks for getting in touch!

We understand that transparency is important when it comes to food labelling and so we have a dedicated web page to support this where you can look up information such as ingredients, allergens and the country of origin: https://www.hellofresh.com.au/foodinfo/

The Food Standards Code allows some generic names to be listed on food labels as an exception to the labelling rules - herbs and spices are just two of the generic examples. This means that a food manufacturer isnt legally required to list what those specific herbs and spices are. However, weve been using feedback like yours to work in close collaboration with our suppliers and the good news is over the coming months well be able to provide more detail about our spice blends and the specific ingredients within them, which means our packaging for all our spice blends will be updated accordingly.

Our Food Info web page will be updated in the next few weeks with this new information so keep an eye out for the updates.

Don't hesitate to contact us for anything further.

- Leila

Hi Jan,

Thanks for reaching out!

If you'd like to re-create our delicious recipes at home, you can add one 154g or 3/4 cup of basmati rice which is the equivilant of one packet supplied in your box!

If you have any questions or feedback, our Customer Care Team are available 24/7 and are happy to help. You can give us a buzz on (02) 8188 8722 or send us a direct message on Facebook at http://fb.com/msg/hellofreshau.

I hope this helps - happy cooking!

Kathryn

Hi Peter,

Thank you for taking the time to reach out!

We're so sorry to hear you're having such trouble with the website! Our website has been designed to make managing your subscription as convenient as the rest of our service, and it's extremely disappointing to hear this hasn't been the case for you.

If you haven't already, reach out to our friendly Customer Care Team who will be able to help you get logged back into your account. They're available 24/7 via:
Phone - (02) 8188 8722
Email - [email protected]
Live chat - hellofresh.com.au
Facebook DM - http://fb.com/msg/hellofreshau.

Let us know if you have any trouble getting in touch!

Kathryn

Subject Matter Expert
HelloFresh Australia

Hi Helen,

Thank you for reaching out to us.

Although it's great to hear you love HelloFresh, we're so sorry to hear you've had this much trouble with our app!

We created our app to make managing your subscription on-the-go easy and convenient, and it's disappointing to hear that this has provided the complete opposite for you. The last thing we'd want is our customers having to take the time out of their busy schedules to have to call us every time they want to adjust their subscription!

Sometimes, apps can get a little stuck if they need to be updated, so definitely check your app is up-to-date. If it is, we recommend deleting and re-downloading the app. If you've already done this and are still experiencing issues, please let us know which software you're using (Apple, Android etc) so we can report this to our Tech Team for them to try and fix up.

In the meantime, we have a handy website that you should be able to use to update your address whenever you need. Just head to hellofresh.com.au and the login will be in the top right-hand corner of the page! If you need to contact customer care again, we're also available 24/7 via Live Chat on our website, as well as on Facebook DM.

We really hope this helps, Helen! Please feel free to get back in touch with us here if you continue to experience problems with the app.

Kathryn

Hi Suzanne,

Thanks for your question!!

At HelloFresh, we're all about fresh food and convenience, so sourcing the best high-quality products is one of our biggest priorities. Transparency is vital for any fresh food situation, not only for allergies but peace of mind too, so we always want our customers to know what they're getting in their delicious boxes. All ingredients and additives will be printed on the label of the product, however, you can also plan ahead and find this information on our Food Info page here: www.hellofresh.com.au/foodinfo.

Added MSG is often hard to avoid in Asian sauces like oyster sauce, however, we are consciously sourcing without this additive wherever feasible. On the rare occasion that there is any added MSG to a product, it will be indicated on the product label as 'flavour enhancer (621)'.

I hope this helped! Please don't hesitate to reach out if you have any other questions - our Customer Care Team are available 24/7 to support you.

Gemma

Subject Matter Expert
HelloFresh Australia

Hi Anthony,

Thanks so much for sharing this with us!

We're so sorry that you've found our recipe cards trickier than expected - as a service based on convenience, this feedback is invaluable, so thank you again!

We've put a lot of thought into the layout and presentation of the recipe cards to try and make dinner time as fuss-free as possible; from the placement of ingredients and quantities in the top right-hand corner to every meal being broken down to 6 steps, we aim to make everything smooth-sailing for our customers.

I've saved your feedback and comments to pass on to the team! In the meantime, you might want to consider trying out our "COOK IT" helper, available on our app! Simply click on the recipe you want to make and the green button will appear to starting cooking. From there you'll have each step on the screen as you're doing it - there's even an inbuilt timer that tells you when to start prepping and cooking each ingredient!

I hope this helped!

Gemma

Subject Matter Expert
HelloFresh Australia

Thanks for your reply, Anthony!

We certainly want the recipe cards to make things easier - I have passed on your reply and additional feedback to the Culinary Team. Fingers crossed they'll assess and apply some updates in the near future!

If there's anything else we can help with, please do let me know.

Merry Christmas!

Gemma

Subject Matter Expert
HelloFresh Australia

Hi Liz,

Thanks for reaching out to us!

We really appreciate you taking time to share your feedback! Packaging can be a challenge as we want to uphold the highest standard of food safety and quality for our customers. We used to collect boxes but unfortunately this didn't comply with regulations set by the local Food Authority due to the risk of contamination at the warehouse. We're always looking for new ways to improve our packaging, whilst making sure your food arrives fresh and in the condition you’d expect.

By being a HelloFresh customer, you are reducing food waste both at home and in the supply chain. We source directly from producers and pre-portion where we can, so you only receive what you need. Together we are contributing to a more sustainable food supply chain and this is something we can all be proud of.

If you would like more information on what to do with your packaging, please get in touch with us for any information or visit support.hellofresh.com.au to find out more!

We're please to say that we're working on a few things here at the HelloFresh HQ in relation to packaging and sustainability! Fingers crossed we'll have some positive updates soon.

Gemma

Subject Matter Expert
HelloFresh Australia

Hi Sarah,

Thanks for getting in touch - we're so sorry you had so much trouble reaching our Customer Care Team!

We're available 24/7 for your convenience, so there should always be someone you can chat to if there's ever a problem! You van reach us via:

- Phone: (02) 8188 8722
- Live chat: hellofresh.com.au
- Facebook DM: http://fb.com/msg/hellofreshau
- Email: [email protected]

How to access these contact options on the website:

When you click the "Contact" button on our website, it should open up a window connecting to our Help Centre, which will populate some possible answers to your question when you type it in. If that doesn't help or you still want to chat with a human, you can simply click the "Contact Support" button at the bottom of that window to open up all our live Customer Care options!

How to access these contact option on the app:

When you head to the "Settings" tab on our app, there should be a "Contact Us" option, which will prompt the same steps as above.

I double checked our contact options on our website and app and it seems to be working perfectly on our end - if the app is playing up, try deleting and reinstalling it to ensure all recent updates have downloaded correctly. With our website, Google Chrome tends to be the most optimised platform! Please ensure that you clear your browser history and cookies and that should sort out any glitches you're experiencing!

I hope this helped - let us know if you have any other questions!

- Gemma.

Amazing to hear it's working now! Perhaps there was a disruption with the network at the time?

Regarding our email, we did previously have it listed as an option on our website. The reason why we're favouring the live interaction options at the moment is due customer feedback detailing that they prefer the one-contact resolution! By having a live, continuing conversation, it avoids unnecessary back-and-forth email chains so that we can provide support and answers on the spot!

Customer's can still get in touch with us via our direct email or by replying to any past email correspondence! I'll definitely pass the feedback on to the team though, so that this doesn't go unheard!

- Gemma.

Hi Weezy,

Thanks for reaching out to bring this to our attention!

We would really like to hear more about your feedback to see how we can better the functionality of our application! We want our App and website to be as user friendly as possible for all our customers as it should be as easy and convenient as the service we provide.

If you would like to contact our customer care team via email ([email protected]) or via online chat/Facebook DM and request for your feedback to be passed over to Joshua I'll make sure it gets to where it needs to go!

Hope to hear from you soon.

Thanks,
-Joshua

Hi Melody,

Thanks for your question!

All of our chicken, red meat and pork are fine to be frozen as they have not been frozen previously! Our warehouses where we pack all your yummy boxes are kept at a cool 5 degrees at all times. Once your box is ready to go, our couriers start their route to deliver to your doorstep.

We've worked with our partners to develop a continuous cold chain supply - all our courier trucks are refrigerated so your box remains chilled right up until delivery.

All meats, dairy and chilled produce are packed in your plant-based, insulated cool pouch, fit with 1-2 heavy duty ice bricks so ensure your ingredients are kept cold for up to 8 hours once they're delivered to you.

I hope this helped! Please feel free to get in touch with our Customer Care Team if you have any other questions. You can reach us via live chat on our website or through direct message on Facebook here: http://fb.com/msg/hellofreshau or you can always email us via [email protected].

Happy cooking!

- Gemma.

Hi Ryan,

Thank you so much for getting in touch about this!

It's so concerning to hear about the issues with your first box - this doesn't sound like the true HelloFresh experience at all!

Our meats have different expiry dates and are fine to consume up until, and including, that day. We use Cryovac technology to package a lot of our meat products, which doesn't use any nasties or chemicals to prolong shelf life.

Regarding the ingredients, we do assume you have a bit of pantry, but we keep it pretty basic. The only ingredients you should be required to supply at home (besides water, oil, salt/pepper) are items like milk, eggs, butter, honey and the occasional soy sauce or brown sugar (which are totally optional to include - you're in the drivers seat)!

We aim to keep our packaging to a minimum and as most households have these bulk staples already, it saves more harm caused to the environment by avoiding packing the teaspoon servings of these ingredients. In terms of all included items, as a service based on convenience, we pride ourselves on 'packing to perfection'! Like any hand picked warehouse environment, sometimes human errors can occur and we may get things wrong from time to time (not by any means an excuse, merely an unfortunate reality).

The action a company takes after admitting their hiccups is so important - that's why we always work with our customers to ensure they aren't left out of pocket for our mistakes. We have a compensation and error tracking tool on every account to see this through!

I would love the chance to speak with you over the phone about this experience! If this is something you're up for, please leave the following details with our Customer Care Team and I'll organise a time to talk about this:

- Name, phone number and best time to call
- Email and delivery address on your HelloFresh account
- The avenue which you contacted us on (Facebook, Instagram, TrustPilot, Product Review, Google Reviews etc)
- Ask to speak with Gemma or Francesca

You can reach us via live chat on our website www.hellofresh.com.au or direct message on Facebook here: http://fb.com/msg/hellofreshau or you can always email these details through to [email protected].

I hope to hear from you!

- Gemma.

Hi Veronica,

Thanks so much for getting in touch about this!

If you haven't had any fish options, it sounds like you may be on our Family Plan - this one is specifically created for younger palettes (kids aged 4-12) and fussy eaters, so we tend to steer clear of exotic spices and ingredients with this plan.

If you're up for giving our Classic Box a try, this one can work just as well for families - if there's every a recipe with ingredients your little ones don't like, (such as chilli flakes) you can simple omit the ingredient all together or just add them later in your own dish! We always have at least one fish option every week for Classic Box customers!

Otherwise, if you wish to stick to your current plan, you can always download all our recipes through our Recipe Archive via the link below - simply search for a recipe, click on the meal you want to make and scroll down for the instructions!

https://www.hellofresh.com.au/recipes/

We'll definitely pass on the feedback to incorporate fish dishes in the Family Box - our Products Team are always eager to hear what our customers want to see more/less of!

Let us know if you have any other questions!

- Gemma

Hi Lesley,

Thanks for reaching out!

We would love to look into this for you! If we were to make an amendment to an upcoming recipe which you had selected, you should receive a notification via text or email to alert you of the change.

Could you please send us a private message (either through Product Review or via the 'Contact' page in your online account) to confirm your email and delivery address so that we can check with our recipe team?

Thank you and we look forward to hearing from you!

- Francesca.

Hi Lesley,

Thanks for your reply!

Our chefs upload a new menu for each week so that you're always getting some variety. The menus are uploaded 5 weeks in advance so you can see what's in store for the next month or so!

Great news! I had a look at our menu for the upcoming few weeks and found that the Cheesy Loaded Beef Nachos with Avo Crema is actually on the menu for the week of August 31th - September 6th! It's most likely that you were looking at that week and then refreshed to the current week when selecting your meals.

Hang in there - only a few more weeks to wait and you'll have this one on your doorstep!

- Gemma.

Hi Judi,

Thanks so much for getting in touch!

Food safety standards in Australia are designed to minimise the contamination of food with bacteria, including Listeria monocytogenes.

Every supplier HelloFresh works with is subject to an Approval Process as part of our responsibility towards customer safety, quality, and regulatory compliance. This involves a comprehensive review of food safety and quality system certification, including documentation relating to microbiological and chemical safety.

In addition, our team of professional recipe developers follow a test cooking process to ensure all recipes are prepared in such a way to control the risk of falling ill. For example, instructing our customers to

- wash fresh produce prior to use
- cook meat thoroughly
- prepare recipes with shorter shelf life ingredients (for example seafood, chicken) first

These are just some examples of the measures put in place at HelloFresh.

Rest assured, customer safety is our number one concern and in light of recent reports we are taking additional steps and working with our suppliers to ensure our customers are not at risk.

Further information and useful resources can be found on the following government websites:

Aus Government Department of Health: https://www1.health.gov.au/internet/main/publishing.nsf/Content/ohp-listeria-fs.htm
Food Standards Australia: http://www.foodstandards.gov.au/consumer/safety/listeria/Pages/default.aspx

Please be sure to check the use by date on the salmon as we recommend that seafood recipes are cooked first.

I hope this information is helpful!

If you have any further questions, we ask that you please reach out to our friendly Customer Care team who are here to help 24/7! Our Product Review page is not currently live-monitored, so we always suggest that you call us on (02) 8188 8722 or live chat via our website (or the app) for any urgent queries.

- Francesca.

Hi Dani,

Thanks for getting in touch and sharing these suggestions! We sincerely appreciate your insight as it helps us build a better customer experience.

Here at HelloFresh, we strive to incorporate earth-friendly initiatives into our business practices. In an effort to ensure we are able to keep our carbon footprint to a minimum and have as little impact on the environment as possible, all of our boxes are made from recyclable materials. Simply fold and discard the cardboard boxes and bags with other household recyclables.

At this stage, we do not offer a service to return ice-packs and boxes. Our stats have shown that doing so can have a negative environmental impact due to some of the items not being able to be reused / sterilised and other items not making it back in a condition for re-use. This led to a lot of fossil fuels being wasted on transporting material that would just end up at the recycling stations anyway.

For more information about how you can 'Reduce, Reuse, Recycle' with HelloFresh, please check out our HelpCentre here: https://support.hellofresh.com.au/hc/en-us/articles/115008070008-Can-I-recycle-my-packaging-

I hope this was helpful - if you have any further questions or suggestions, please don't hesitate to get in touch!

- Gemma

Hi again!

Thanks for your questions!!

The 3-5 new recipes is basically referring to the fact that we offer different sizes boxes, starting at 3 meals a week, going up to 5 per week. Our Culinary Team will upload new recipes every week for our customers to select from - sometimes we'll bring back customer favourites from time to time so that you're getting the meals you love!

If you have any other questions, let us know! We'll be happy to help.

- Gemma

Hi there,

Thanks so much for your question!

We're a weekly dinner meal kit service that delivers all the ingredients you need (aside from a few small pantry items, which we inform you of the week prior) and all in the exact quantities you need so there's never any wastage! Our expert chefs create all the dishes in our test kitchen, so you can bet they're all delicious and balanced.

Our customers choose from one of our meal plans (Classic, Veggie, and Family), and those are the menus they view every week. We offer the meal kits in 2-person or 4-person serving sizes in case there's a lot of hungry people at the table and you can choose between 3, 4 and 5 meal kits per week.

Please keep in mind that HelloFresh is a weekly flexible subscription service. So once you sign up, you receive a box every week until you tell us not to. If you have any other questions, our awesome Customer Care Team are available 7 days a week!

- Gemma

Hi Mikayla,

Thanks for getting in touch!

You'll receive a text message the day before your delivery with a tracking link and a 2 hour ETA window. The tracking link is connected to the driver's GPS location so you'll be able to keep real-time tabs on your box and stay updated if there's any delays.

You don't need to be home to accept your box - our drivers will leave it in a safe place in accordance to your delivery instructions. Seeing as you're in out day time window, you'll also receive a text message the moment your box arrives!

If you have any other questions, our friendly Customer Care Team are available 7 days a week and are happy to help!

- Gemma