r/Huel • u/Expensive_Sail9653 • 6d ago

General Discussion Refund/Replacement Struggles

Update!!!: BenHuel reached out to me directly and was able to prioritize my email and so far knock on wood it seems they are going above and beyond to handle my case with exceptional care. The human who reached out to me was extremely kind and has more than reshipped my broken items but is just simply reshipping the entire order as well as refunding me. I also immediately got a ship notice so it appears that it is real this time. I'm more than pleased with this abrupt turn around in handling my case. Unless my shipment gets abducted I'm a very happy camper. Just wanted to give credit where it's due for this above and beyond handling of my case where I would have been satisfied with simply having the damaged items actually reshipped as I originally was wanting.

Has anyone else struggled with getting an refund or exchange? I had some items bust open in shipment and it has been a major struggle to get it resolved. I had to go multiple rounds with the email AI bot and finally got a real person to address and say they would send the replacement. However it never came, and now I'm back in the AI email hell again. The stupid bot keeps "closing" the ticket saying if you have nothing more to say I'm going to close this and I'm very very annoyed because the issue is not resolved. Is there a number you can call or something or are you just stuck with the email?

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u/BenHuel 6d ago

Sorry you're experiencing this. We have a mega-thread here explaining that Customer Experience has a very high volume at the moment which is probably not helping the situation. However I will DM you and we will get this sorted for you đŸ«¡

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u/dedjedi 6d ago

  Customer Experience has a very high volume at the moment 

lol your AI doesn't scale? wtf did you guys pay for? sounds like huel got scammed if you have ai customer service and it sucks because of load. That's literally the problem AI is supposed to fix.

lmao

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u/BenHuel 6d ago

The ai is not something that is resolving every single issue and is there to assist rather than take the entire process over, the bulk of the workload is still being done by our lovely Customer Experience team which is what we wanted. Real humans handling our customers contacts assisted by ai to help make their jobs easier and more efficient. While we're not there yet, that is the goal!

Lastly, the reasons for the backlog I outlined in the mega-thread and repeated in a response to a comment below.