@sdeane123 (Sam Deane) posted a new topic, subject "COMPLAINT: Paid for 2 more Huel bags but no delivery and no reply from Huel". It read:

   I bought more Huel that was meant to arrive last Tuesday. No Huel has arrived. Since then I have had to go three days (at work) without breakfast or lunch.  
    I have written now SIX times about this - but NO REPLY  
    This is no way to treat new customers.  
    While the product seems to be ok - the post sales service is as bad as anything I have ever experienced. there is no clear route to check this up and whatever routes i go I get zero reply like truly Huel do not give a flying F about their customers - its all about automated sales and to hell with the people who are MUG enough to agree to their sales messages.  
    I want to cancel this as I do not do business with people who treat me like a c–t  
    I also want a full refund for the money I paid and go no return.  
    Finally, I want an apology.  
    Chances on any of these actually happening are less than zero but I thought Id send this message anyway.  
    Sam Deane  
    London

@D90019 (Dez) replied

    Has DPD sent an email to indicate it has been posted and if or when delivery was attempted or is the problem it hasn't gone from the Huel factory to DPD?

After which, @sdeane123 (Sam Deane) added

    Yes I got a note saying the huel was going to be delivered on 13Aug19

To which @sdeane123 (Sam Deane) replied

    QUTOE: We'll deliver your Huel parcel
    
    TOMORROW
    
    13th August 2019
    
      
    Show my options  
    
    
    Your parcel: ‍15976607081787

After which, @sdeane123 (Sam Deane) added

    Since then - NOTHING - and no replies on varius approaches to resolve this

@mjeff (Michael Jefford) replied

    I would contact DPD, as they are the ones holding your parcel at your local depot, until you get a reply from Huel direct.

So @sdeane123 (Sam Deane) replied

    Just as expected - you are not taking any responsibility whatsoever. I bought Huel from Huel not DPD whoever they hell they are. Go on tell me you are not working for Huel - I dare you!

To which @sdeane123 (Sam Deane) replied

    I have already written to jameserika@example.org but got no reply.  
    Are you expecting me to have to download an app from some thrid party just to get what I paid for that is now a week late?

@mjeff (Michael Jefford) replied

    DPD are the couriers delivering your Huel package. According to the link you provided, your Huel parcel is being held at your local DPD delivery depot. Chances are they'll have more of an idea as to why your parcel hasn't reached you yet.
    
    As much as I would love to work at Huel I don't. I apologise for trying to assist you, I'll know better in future.

@sdeane123 (Sam Deane) replied

    yes as expected. Huel taking no responsibility - leaving it to the general public to sort out their pr fuck ups. Yes, you should take this as a lesson. They're making profits out of their shit service and you effectivly are working for them for free. I'd stop doing that as it just encourages them to continue to take the piss and shit on everyone from a great height. Thamnks for getting involved, but I recommend leaving their shit for them to clean up

Then @sdeane123 (Sam Deane) said

    dpd ADVICE: - “You can find information about your delivery here or you can contact the sender of your parcel.” DONE and DONE - Outcome _ Sweet FA.
    
    Still no Huel, no reply, no refund, no nothing.

To which @David replied

    It's Sunday, so no one who works for Huel will reply to you today.
    
    Huel gave your parcel to DPD to deliver. You know this for sure because you know DPD are holding your parcel. Therefore your complaint is with DPD, who have failed to deliver your parcel and failed to let you know why or what to do about it.
    
    Also this isn't a PR fuck up, it's a logistics fuck up.

@Ian42 replied

    sdeane123:
    
    > Just as expected - you are not taking any responsibility whatsoever. I bought Huel from Huel not DPD whoever they hell they are. Go on tell me you are not working for Huel - I dare you!
    
    We don't work for Huel where customers as well, this isn't really a customer services forum although Staff do come on during the week.

@ChristinaT replied

    @sdeane123 you are chatting here on a forum with other huel customers…  
    You seem to be getting angry with them because they are not taking responsibility for your problem but I can assure you none of them work for Huel, it is Sunday today and their customer service is closed for the weekend.
    
    I will tag @Tim_Huel and @Dan_Huel for you so they can reply to you on Monday, but they are forum moderators not customer services.  
    Customer services can be reached by emailing  
    jameserika@example.org  
    Or phoning 01296 678516 (but not today obviously)
    
    They will definitely resolve your issue, but it seems that the fault is with DPD not them, so it will take them a few days to investigate it with DPD and in my experience DPD are slow at responding…

Then @David said

    I strongly recommend calling DPD Letchworth yourself. Yep, on a telephone like it's 1953. Give them your parcel number, don't be snappy or call them fuck ups (the person answering the phone isn't the person who fucked up) and that should get things moving again. I know when I had trouble with Parcel Force (who I consider to be the worst delivery service on earth and possibly the worst company in the history of everything) I tried everything before calling them on the phone. As soon as I did, the problem was sorted.
    
    Seriously, call them. Don't send another email to the developers of an app you don't even use.

Then @ChristinaT said

    @sdeane123  
    According to the link you posted above, your parcel is being held at the depot  
    
    
    2900C006-19F9-4120-9882-E9607330EBB4.png1125×2436 494 KB
    
    It says ‘there is a delay with your parcel'  
    It's been saying that for the past 3 days.  
    I've had this issue with DPD and once it was because they had dropped and damaged my parcel, once it was because they had managed to lose it in the depot  , and a couple of times it was because they accidentally loaded it onto the wrong van and it went all the way to Scotland and back before finally making its way down south to me about a week later.
    
    I can understand you being pissed off but this is totally DPDs fuck up (the courier company) and not Huel, and Huel are probably waiting for a response from DPD before they can refund you or dispatch you another parcel as they don't know yet if the package has been lost or damaged or is now on its way to you (again).

To which @hunzas (John) replied

    The people replying here are not Huel employees…they are all either in the pub or on holiday. They won't reply until Monday (or Tues), for now you have to deal with forum users, who quite frankly are worse than useless… I am not, if you pass my your postcode I will check the DPD tracker to see what they have done with your parcel…but you could do that yourself.

To which @hunzas (John) replied

    Damn, I was late to the party and see various other people have adequately answered this question already.

To which @David replied

    More replies don't hurt. We're proving that competence and kindness are real and cynicism is not always warranted. Even though you called everyone worse than useless and failed to notice all the other posts, your heart was in the right place. Except when you called us worse than useless, you bugger.

So @GTIPuG (Phil Boyd) replied

    sdeane123:
    
    > Since then I have had to go three days (at work) without breakfast or lunch.
    
    Not really, you chose to go without instead of just consuming an alternative. You're not being very fair.

After which, @David added

    In the tracking info, that line “As requested, your parcel will now be delivered to your selected address…” is probably where things went wrong. Looks like you gave them new delivery instructions and it broke their brains.

So @ChristinaT replied

    GTIPuG:
    
    > you chose to go without instead
    
    Yeah the dude is hangry

Then @hunzas (John) said

    David:
    
    > Except when you called us worse than useless, you bugger.
    
    At the time I said that, I didn't realise how helpful you had all actually been. So for once (and probably only once) I retract that statement. You folks done good.

Then @hunzas (John) said

    GTIPuG:
    
    > You're not being very fair.
    
    On the plus side, if they are using Huel as a diet aid, as many seem to do, they're on the right track.

@hunzas (John) replied

    sdeane123:
    
    > Sweet FA
    
    Is that a new flavour? I'll order some next time. Hope it arrives tho…

After which, @ChristinaT added

    I can't help notice that the original address and new address are in different areas.  
    DPD often are unable to redirect to a different city or area. This could be why it's being held at the original depot, because they can't deliver it to the new address.  
    It might not be that - they may have lost it or dropped it… like I said earlier.

So @Liath (Carly) replied

    sdeane123:
    
    > I have written now SIX times about this - but NO REPLY
    
    Who have you written to? Huel Customer Services? DPD?  
    Have you checked your spam folders? I think there have been instances previously where Huel Customer Services have replied but their email ended up in a spam folder.  
    As has already been pointed out this looks like a DPD issue caused by you changing the delivery address and them not handling it properly. Unfortunately Huel can't sort out a DPD logistics issue.

@ChristinaT replied

    Liath:
    
    > Who have you written to
    
    From the original post it sounds like he's been emailing the DPD app (not sure why - although phoning DPD can be just as fruitless half the time).  
    But looking at the tracking info, it wasn't even due to be delivered until the 14th (Wednesday), so I'm guessing all six emails were sent Thursday and Friday.  
    If he has contacted Huel, they generally have a turn around of 2-3 days on emails or a little longer if they are particularly busy.  
    Emailing multiple times will only slow down the time it takes them to reply and / or resolve the issue.  
    If they have to investigate via DPD, I can see why they are unlikely to have resolved it within the 24hrs that the OP is expecting…

To which @Ian42 replied

    hunzas:
    
    > So for once (and probably only once) I retract that statement. You folks done good.
    
    Was that an apology?

Then @hunzas (John) said

    As close as you'll ever get from me. Save it for posterity.

Then @hunzas (John) said

    hunzas:
    
    > Save it for posterity.
    
    That's another way of saying shove it up your arse.

To which @D90019 (Dez) replied

    Then you need to contact DPD to redeliver.

After which, @Olivia_Huel (Olivia Chambers) added

    Morning Sam,
    
    I would firstly like to assure you that we are not ignoring your email. I have checked our system using your forum email, your order email, your order number & your name and I can only locate one email from yourself sent at midday on Saturday. We run a reduced service over the weekend and on most occasions, emails sent over the weekend are replied to on Monday.
    
    Were you contacting DPD's customer service team as opposed to us here at Huel?
    
    In regard to your parcel, I can only echo what the other forum members have already mentioned which is that your parcel appears to be stuck in the depot. Unfortunately, we don't have visibility to see why this is however I will get in contact with DPD this morning to see if we can get this resolved.
    
    It may well be that we need to get a new parcel sent out to you in the interest of the quickest solution.
    
    Once I've heard back, I will reply to you via email in case we need to confirm any personal information with you.
    
    Thank you

@sdeane123 (Sam Deane) replied

    I notice first how hard it is to find any kind of support for this product if it doesnt get delivered.
    
    You have no mention of anywhere for customers to go if things go wrong, leaving people high and dry.
    
    Then you do not reply to my emailI
    
    I have sent email to you at team@huel and also email to the DPD people. I sent via facebook. I sent via twitter.
    
    I committed to a lifestyle change and then you dropped out on me. I spent three mornings with no breakfast or lunch.
    
    The huel delivery was meant to be on 13th and on the 19th is the first time I hear anything from eith you or your delivery comapny (who are still in hiding.)
    
    It is all too convenient for you to blame them and them to blame you.
    
    Just give me a full refund.
    
    I want nothing more to do with a company that treats its clients this badly.

To which @Liath (Carly) replied

    sdeane123:
    
    > You have no mention of anywhere for customers to go if things go wrong, leaving people high and dry.
    
    Really? You missed this whole page on the website: How can we help? – Huel
    
    Yet strangely you managed apparently to contact them via email, Facebook and Twitter.
    
    sdeane123:
    
    > I have sent email to you at team@huel and also email to the DPD people. I sent via facebook. I sent via twitter.
    
    How strange…

Then @Olivia_Huel (Olivia Chambers) said

    Thanks for the clarification there, Sam! We would always recommend contacting our team over DPD as often, contacting couriers can be a hassle and we are always happy to do this on your behalf.
    
    I'm going to send you an email so we chat more about your order as I think that's probably a better place to discuss any details 
    
    Just to be super clear, our intention is never to ignore any messages from our customers or intentionally leave anyone without their Huel. When things go a little wrong, the Customer Experience Team will always do their upmost to resolve the issue, quickly, to the very best of their ability.
    
    Now let's get this sorted for you, Sam

@JoseGrande (Jose Kreif) replied

    You messed up by emailing the app developers of DPD. That inbox is probably checked like once a year, if jameserika@example.org. Basically, the email is used to upload apps to the app store. Next time, use a phone like a responsible adult. Tell DPD to deliver your package.Or better yet, drive to DPD and pick it up.

So @IcyElemental (Joe) replied

    I get you're pissed off at the situation but the aggressiveness of your messages makes you come across terribly. I have no affiliation with Huel at all, and am not a customer of theirs, but your attitude to this situation is even managing to grate me.
    
    Firstly, unless this is your first order of anything, you should be aware that couriers can and often do mess up, which leads to delays with parcels. That is the whole point of a tracking link. It is also commonplace for companies to recommend the customer contacts the courier in instances such as this, because no more can be achieved via the company doing so than the customer (and often less-so as the couriers often require specific details that the customer is more able to provide).
    
    Secondly, it is in no way Huel's fault that you went without breakfast and lunch for a few days. I can potentially see the blame partially landing with the courier, but ultimately the onus is on you. I seriously don't understand the logic of, upon realising your Huel hasn't arrived, thinking to yourself “Well, looks like I'll just go hungry then” instead of purchasing something else.
    
    Finally, your rudeness and hostile tone is only going to make people less likely to want to help you. Huel staff will always put on a friendly attitude when responding to customers - especially in a public setting - as would any other customer service workers for any company. But honestly, with the way you're speaking to them and others who have been trying to help you, it wouldn't surprise me in the slightest if a large number of them secretly want to tell you to piss off. You don't get what you want by speaking to people rudely and like they're children, so stop it. Grow up, accept couriers make mistakes and start treating people like human beings instead of your underlings.

So @RyanT (Ryan Thompson) replied

    You're not a customer @IcyElemental?

So @ChristinaT replied

    RyanT:
    
    > You're not a customer
    
    Nah he's the keto dude innit

After which, @David added

    IcyElemental:
    
    > Finally, your rudeness and hostile tone is only going to make people less likely to want to help you. Huel staff will always put on a friendly attitude when responding to customers - especially in a public setting - as would any other customer service workers for any company. But honestly, with the way you're speaking to them and others who have been trying to help you, it wouldn't surprise me in the slightest if a large number of them secretly want to tell you to piss off. You don't get what you want by speaking to people rudely and like they're children, so stop it. Grow up, accept couriers make mistakes and start treating people like human beings instead of your underlings.
    
    I always say we should bring back National Service, but instead of making people join the armed forces they should spend a year working in retail or on a helpline. No one behaves like a wazzock if they have experience being wazzocked at.

After which, @IcyElemental (Joe) added

    I have tried Huel in the past but it didn't work for me. Regardless, I have an interest in the market and know a lot about the different options, so participate in the forum.

Then @Ian42 said

    Noticed an update on the dudes Huel,
    
    Screenshot_20190820_204000_com.android.chrome.jpg1080×2160 334 KB

Then @RyanT (Ryan Thompson) said

    Cool, glad you stuck around

After which, @David added

    So either Olivia called them and a box of Huel is on its way, or the dude called them and a box of wasps in en route.

So @sdeane123 (Sam Deane) replied

    you lot must all live together in Waco with your banjo
    
    maybe one day someone will rip you off and take the piss by not replying to any of your messages for days, then lets see what you do - or maybe, more likely, you never left teletubby land enough to actually ask your carer to buy you anything - keep sipping on the stewed apple and custard
    
    .

Then @David said

    There's an idea for a new flavour.

To which @Jasmine replied

    I think most of us would be grown up enough to contact the courier and company properly to sort out the situation instead of getting emotional and going on hunger strikes. Is this the first time you've ordered something online? Cannot believe in 2019 someone doesn't know how commonplace it is to have issues with couriers not delivering parcels on time.

So @ChristinaT replied

    You've had more than one reply from staff. I can see them. The first reply was the very next working day after you emailed.  
    I know ASDA is open 24/7 but some companies actually give their staff weekends off still, and run a normal working week.  
    If you mean you didn't get a reply from the DPD app developers then you are ranting in completely the wrong place.  
    Feel free to write a long shouty letter to the CEO of DPD. DPD treat their staff like shit, and in my area run an appalling service (although I've heard they are actually the more reliable courier service overall across the country hence why Huel chose them).

Then @Ian42 said

    sdeane123:
    
    > you lot must all live together in Waco with your banjo
    > 
    > maybe one day someone will rip you off and take the piss by not replying to any of your messages for days, then lets see what you do - or maybe, more likely, you never left teletubby land enough to actually ask your carer to buy you anything - keep sipping on the stewed apple and custard
    
    Lol says it all really I wouldn't bother engaging in this thread anymore if he is going to disrespect people trying to be helpful to him, doesn't want to listen.

To which @ROAG replied

    This thread pointed out very clearly to me that I am certainly unfit to engage in any customer related services.
    
    Better stick to the lab

So @hunzas (John) replied

    At least he was clever enough to post his address in the thread so we can send him some stewed apple for when he has forgotten his lunch.

To which @hunzas (John) replied

    ROAG:
    
    > This thread pointed out very clearly to me that I am certainly unfit to engage in any customer related services.
    
    For a rude, sarcastic b****** I managed to work in customer services in technical operations dealing with numpty network engineers for SMEs for many years, and only nearly got sacked a couple of times.

After which, @Ian42 added

    Oh dear no one was in for his delivery, maybe try a pick up shop then @sdeane123
    
    Maybe I could put my address in the alternative address option  free Huel

After which, @David added

    This is getting serious. He hasn't eaten since last Tuesday.

So @hunzas (John) replied

    Wonder how he likes them apples?

Then @Jem (Jem) said

    @sdeane123 I cannot believe after all the ranting that you didn't ensure that alternative arrangements were in place since you weren't going to be in when they tried to deliver today. Tbh I thought since you've missed so many meals, that you wouldn't have had enough energy to leave the house. Now back I go to strum on the old banjo!

@hunzas (John) replied

    It's probably Huel's fault he wasn't in. Or maybe he died of malnutrition and couldn't answer the door.

To which @Liath (Carly) replied

    sdeane123:
    
    > you lot must all live together in Waco with your banjo
    
    No banjo unfortunately. We did order one but it was being delivered by DPD and didn't arrive. Since obviously we can't call them and chase it up we've had to put up with people taking it turns to sing…
    
    Please send help, or a banjo, but not via DPD as they suck.

So @Jasmine replied

    I'm quite intrigued as to whether this guy will ever get his Huel.

So @hunzas (John) replied

    I'm quite couri-ous too.

@ChristinaT replied

    The suspense is killing me. Will it ever arrive? What happens next? @Ian42 is avidly watching the tracking app, he hasn't taken his eyes off it since Sunday.  
    We are all waiting with baited breath for the next in-app DPD update.  
    When its finally successfully delivered we should all go round for a huel-warming party.

@Ian42 replied

    ChristinaT:
    
    > When its finally successfully delivered we should all go round for a huel-warming party.
    
    Yeah we will drink all his Huel and he will have to order some more

Then @Liath (Carly) said

    Do we have any updates on DPDWatch?
    
    *Edit:
    
    I stopped being lazy and checked. He told DPD to send it back to Huel

So @David replied

    I guess he knew if he accepted it we would all turn up for the Huel-warming party.
    
    We could still drop round with emergency rations!

Then @ChristinaT said

    So shall we all gate-crash with armfuls of Huel instead of booze ?

To which @David replied

    I DOUBT he would want HUEL because they TAKE THE PISS with their ARMY of CULTISTS.

Then @Ian42 said

    We could dress up as the teletubbies when we go round seen he thinks we live in Teletubby land. I thought it was funny his speech after all the help he was given.

To which @ROAG replied

    As long as we don't forget our banjo's!!!

To which @David replied

    Well he started the thread by calling @mjeff, a complete stranger trying to help him out, a liar and then a mug who should stay out of it. That just made me want to help him more, out of spite. 
    
    Also I noticed he was using the email reply feature. I wonder if he's still subscribed and we're spamming his inbox.

So @ChristinaT replied

    ROAG:
    
    > don't forget our banjo's
    
    I play the ukelele. Granted it's not as annoying as a banjo but my singing is awful so that kinda makes up for it

To which @hunzas (John) replied

    I'll miss his witty banter.
    
    And with regards to the banjo, I'll play it again Sam.

So @Bee replied

    Whilst leaning on a lamp post? Ugh, sorry…

@grndkntrl (Glenn) replied

    hunzas:
    
    > I'm quite couri-ous too.


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