Lorraine Forde

Hello,
Thank you for your feedback. Please accept our apologies for the late reply.
Unfortunately, we do not know why your parcel did not reach you. Please contact service@jack-wolfskin.com once again to help you.
Your JACK WOLFSKIN Consumer Service Team

Hello,
Thanks for reaching out and sorry to hear you haven’t heard anything about your return yet. Our returns take 3-5 working days from date of arrival. This may be longer during busier periods.
Could you kindly provide the tracking number from the return so we can investigate into this for you?
We will then be able to advise further on the status of the return.

Good Morning Lorraine Forde,

Thank you for your review and the time on the telephone today.

I am sorry to hear you have not received on the parcel dispatched on the 30th May.

On checking tracking, I can see Royal Mail had attempted the delivery on 2 occasions, unfortunately, these were not successful.

You should now be able to collect the parcel from the delivery office where this is currently being held. I will send further details to you via email.

Please accept our apology for any inconvenience caused.

Kind regards,
Chris

Hi Lorraine,

I am sorry to hear that you are not able to access your account.

It sounds like you need an account activation sent to you.

I will send you an email to assist you further.

I look forward to hearing from you soon.

Kind regards,

Katie S
YuMOVE Customer Care

Hello Lorraine,

Thank you for leaving a review, we really appreciate your feedback.

We are so sorry to hear that you didn't receive your delivery. Very rarely, we may come across an issue that can prevent a box from getting delivered, but we work very closely with the Delivery team and each time something like this happens, they take the necessary measures to ensure it does not happen again. We truly apologise as we are aware your dinners were planned around this delivery and we will do what we can to sort this out.

We would like to look into this further so we've now sent you a direct message on here to acquire some more details. Please reply with the full name, email address, and phone number on your HelloFresh account, and your HelloFresh customer ID. Once we receive this information, we'll confirm further steps via email.

Kind regards,
Dijana
The HelloFresh Team

Hello Lorraine,

Thanks for leaving a review. We really appreciate all of your feedback.

It's very disappointing to hear you’ve had issues with managing your account and we apologise for any confusion and distress this has caused. We do try to make it as clear as possible, HelloFresh is a weekly subscription service, so you are set to receive deliveries every week unless you skip or cancel prior to our 5-day deadline.

Once the deadline has passed we go to our suppliers and order the ingredients we need to fulfil the orders for the coming week and update our couriers so they can plan their delivery routes. This helps us reduce food waste and ensures that your delivery arrives in good time. As a subscription service, we take this kind of feedback very seriously and are always working to make sure customers have the best user experience possible.

For any further queries or feedback, we encourage you to contact our Customer Care Team. You can reach our Customer Care Team by following this link to our contact options: https://www.hellofresh.co.uk/contact-page/. You can also send us a private message via the official HelloFresh UK Twitter or Facebook page.

Best,
Igor
The HelloFresh Team

Hello Lorraine.

Thank you for the great review. It was a pleasure to help you buy your latest property investment. We can not wait to see the transformation.

We will pass on your praise to Ray. Glad you liked the bubbles.

Hello Lorraine,

Thanks for taking the time to leave a review.

I would like to apologise after hearing that some of your items did not arrive when expected and that a few were incorrect to what you had originally purchased; I can imagine this must have been frustrating for you.

We do however, take great pride in our warehouse team who successfully dispatch thousands of orders with very few errors. Although yours was one of the very few affected, I'm thrilled to see our Customer Care team quickly arranged a re-delivery of the missing items for you.

In regards to the responses you received, we typically respond within the same day or 24 hours at the very latest. However, it looks as though you had sent multiple responses at once; sending multiple emails will push you further back in our system's queue meaning you will be waiting slightly longer to hear back from us. I can see you were advised of this though.

We have a brilliant Customer Care team who always look to resolve any issues you may have; if you were to come across a fault within the warranty period, they would of course replace this for you and honour the gurantee - you would simply need to get in touch and let them know.

I really do believe you will have a positive experience in future if you chose to purchase from Wave again.

Kind Regards,
Tom @ Team Wave

Hi Lorraine,

Thank you so much for your review. Joseph, Premier Property Lawyers