Oli

Hi Oli,

Thank you for leaving your review — I’m really sorry to hear you’ve had such a frustrating experience. I completely get how upsetting it would feel if you think your complaint wasn’t acknowledged properly.

That’s definitely not how we want anyone to feel. We do take every complaint seriously, so I’d really like to check what’s happened here and make sure you get a proper response. I’ve sent you a request for more details through Trustpilot so I can look into your account and get this moving for you.

If it’s easier, you can also pop onto our 24/7 Live Chat — someone from the team will be happy to help and give you an update straight away.

Thank you,
Mimoza

Hello Oli,

Thank you for your review, we appreciate the feedback.

We're so sorry to hear about the issues you've had with the packaging of our boxes.

Packaging improvements have always been a priority to our operations teams around the world and the balance we always strive for is between the amount of packaging and the need to maintain food quality and safety (and thereby reduce food waste).We have introduced the use of OPRL (on packet recycling labels) on a lot of our packaging, which will tell you exactly what can and can't be recycled. The best way to tell is to ask your local council.

Our boxes, brown bags and even our spice containers can be recycled with your normal items at home. For the insulation pouches please check that your local council accept PET as a recyclable material.

As for the plastic packaging of some products, unfortunately, it is sometimes necessary to keep the food fresh - if not kept in a plastic bag/packaging, it would need to be kept in ice to be kept fresh, and we can't place ice into the box without a bag to prevent the ice from leaking. Of course, this is also not too clever of a solution for leafy products, either.

As for the creamy products like the Creme Fraiche, the Sour Cream, and the Natural/Greek Yoghurt, these, unfortunately, have no other way of being packaged.

We are working on any possible solutions to reduce packaging, but it might be a while before we are able to replace all of them with a suitable alternative.

For any further queries or feedback, we encourage you to contact our Customer Care Team. You can reach them here: https://www.hellofresh.co.uk/contact-page

Kind regards,
Dora

The HelloFresh Team

Hey Oli, thanks for taking the time to leave us your lovely review. It's really great to hear that you and you're enjoying your Grind coffee at home!

I will be sure to pass on your feedback to the team about the pricing, but right now we do feel this price is reflective of the sustainability and quality of the Grind coffee pods.

As our pods are both compostable and organic, this does make our pods a little more expensive than others brands and the coffee we source for our pods is not only organic, but we work directly with farmers around the world and pay them far above the fair trade price, typically around double!

If there's ever anything else we can help with, please let us know at shop@grind.co.uk - thanks! 😊

Dear customer, we are sorry that your experience was not as you hoped.

Satisfying our customers is our main goal, so we will review your case and get back to you as soon as possible.

Regards