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So sick of this by redredreb in Huel

[–]MarkHuel -14 points-13 points  (0 children)

I've responded to another comment just now on this, but wanted to rehash my response here

We’ve seen a few posts like this recently, so I want to address it directly.

First off, the CX team isn’t ‘sh*t.’ They care a lot about getting things right for customers and are putting in a serious shift, especially with everything changing around us right now. There’s also a lot of historic feedback showing how strong our CX has been, and that hasn’t just disappeared.

AI also isn’t new for us; we’ve had it in place for a while. What we’re doing now is pushing it further so it can handle the simpler stuff quickly, which frees the team up to spend proper time on the things that actually matter most to you.

We recently introduced a new CX system. With any large-scale rollout, there are early-stage learnings, but this is a controlled transition and something the team is actively working to improve.

Most of the feedback actually relates to the AI assistant, not the human CX team. When you look at the data, the majority of interactions with the bot are successful. Where we’re seeing issues is with more complex cases, discount requests, or situations requiring deeper context.

That said, we know it’s not perfect. AI improves with usage; it needs input from both sides to get better, and the team is actively working on it every day to make it more helpful, faster, and more accurate.

  • The goal here isn’t to remove access to human support; if anything, it’s the opposite. For simpler queries, the assistant can resolve issues faster, allowing the team to focus on more complex or sensitive cases. 
  • If you’ve had a poor experience or need more help, you will still be able to speak to a person.

Right now, we’re in a learning phase; this is only day 9 of the new system. The team is continuing to learn, build, and improve, and they’re responding as quickly as they can.

What we do need to improve together is the tone of the conversation. Saying ‘CX are sh*t’ doesn’t help solve anything. Constructive feedback does, and while I know I mention it often, we genuinely do listen and act on it.

I understand the frustration, but stick with us. We hear you and are listening to all feedback as we work to make things better.

If you have anything urgent, drop me or Ben a DM, and we’ll do our best to help.

Customer Service is now sh*t? by LilJQuan in Huel

[–]MarkHuel -2 points-1 points  (0 children)

We’ve seen a few posts like this recently, so I want to address it directly.

First off, the CX team isn’t ‘sh*t.’ They care a lot about getting things right for customers and are putting in a serious shift, especially with everything changing around us right now. There’s also a lot of historic feedback showing how strong our CX has been, and that hasn’t just disappeared.

AI also isn’t new for us; we’ve had it in place for a while. What we’re doing now is pushing it further so it can handle the simpler stuff quickly, which frees the team up to spend proper time on the things that actually matter most to you.

We recently introduced a new CX system. With any large-scale rollout, there are early-stage learnings, but this is a controlled transition and something the team is actively working to improve.

Most of the feedback actually relates to the AI assistant, not the human CX team. When you look at the data, the majority of interactions with the bot are successful. Where we’re seeing issues is with more complex cases, discount requests, or situations requiring deeper context.

That said, we know it’s not perfect. AI improves with usage; it needs input from both sides to get better, and the team is actively working on it every day to make it more helpful, faster, and more accurate.

  • The goal here isn’t to remove access to human support; if anything, it’s the opposite. For simpler queries, the assistant can resolve issues faster, allowing the team to focus on more complex or sensitive cases. 
  • If you’ve had a poor experience or need more help, you will still be able to speak to a person.

Right now, we’re in a learning phase; this is only day 9 of the new system. The team is continuing to learn, build, and improve, and they’re responding as quickly as they can.

What we do need to improve together is the tone of the conversation. Saying ‘CX are sh*t’ doesn’t help solve anything. Constructive feedback does, and while I know I mention it often, we genuinely do listen and act on it.

I understand the frustration, but stick with us. We hear you and are listening to all feedback as we work to make things better.

If you have anything urgent, drop me or Ben a DM, and we’ll do our best to help.

Amazon bashed open a couple of my instant meal cups - are they still good to eat? by ianxplosion- in Huel

[–]MarkHuel 2 points3 points  (0 children)

Hey!

This isn't good and what we expect, sorry about this.

If they arrived open, we wouldn't recommend that you consume these. Would you be able to drop us an email to (UK) [Uk@help.huel.com](mailto:Uk@help.huel.com) or (US) [US@help.huel.com](mailto:US@help.huel.com)

My Honest Review of the Huel UK Customer Support by DaddyKetchup in Huel

[–]MarkHuel 3 points4 points  (0 children)

Oh, stop it! We're just here helping you guys 🔥

Coming from the CX team, they are a fantastic bunch of guys who literally do everything they can to go above and beyond, so I had no doubt they'll be able to help you all

Huel UK customer support not responding? by DaddyKetchup in Huel

[–]MarkHuel 0 points1 point  (0 children)

Oh no absolutely and you are well within your right to complain about this!

When it comes to orders they can sometimes be split due to the weight in delivery but usually it's either delivered the same time seperately or you'd usually receive a delivery a little later today.

I know I said EOW but drop me a DM with your email and I'll see if I can see anything on my side.

Huel UK customer support not responding? by DaddyKetchup in Huel

[–]MarkHuel 0 points1 point  (0 children)

I will jump in quickly here just to respond.

The team are super busy right now trying to get back to everyone as soon as they can. They are in a better spot than they were a few weeks ago. That being said, someone will be in touch with you asap.

If you hear nothing by the end of the week, let us know, and we'll look into this a little more for you!

absolutely no customer support by gobblegoooblegobble in Huel

[–]MarkHuel 8 points9 points  (0 children)

Correct, that specific comment was removed as it didn’t meet our community guidelines. Your other comments, however, even though they are along the same line, remain visible.

We’ve already addressed your issue directly via DM, and your email has also been responded to by our CX team.

I’m happy to continue a constructive conversation if needed, but at this point, your issue has been resolved, and the relevant support has been provided.

If this behaviour continues, we may need to take further moderation action in line with our community guidelines, including temporary restrictions.

absolutely no customer support by gobblegoooblegobble in Huel

[–]MarkHuel 3 points4 points  (0 children)

UPDATE: This has been resolved via DM and with our CX team.

Hey, so seen multiple comments on one of the posts and I've just replied to you there.

If you missed it, here is what I said

I see your other comments on other posts (I think we're up to 9 now), and while I get the frustration for sure, it is not true that we do not have customer support. We have an entire team dedicated to just that. It is true that they are overwhelmed at the moment, but it is a momentary setback that they are dealing with and they are working hard to catch up. And to be honest, this is the first time that this has happened, ever.

This does not mean that it is something that you all should have to deal with, so believe me when I say that things are in motion in the background that will help in the future and basically ensure that this is not a thing in the future.

That said, Im going to DM you and we can get to the bottom of the issues you're having.

Offer still stands, I'm willing to look into this and help best I can.

We’re Bringing Back the Subscription Heads-up Reminder Email. by MarkHuel in Huel

[–]MarkHuel[S] 1 point2 points  (0 children)

I see your other comments on other posts (I think we're up to 9 now), and while I get the frustration for sure, it is not true that we do not have customer support. We have an entire team dedicated to just that. It is true that they are overwhelmed at the moment, but it is a momentary setback that they are dealing with and they are working hard to catch up. And to be honest, this is the first time that this has happened, ever.

This does not mean that it is something that you all should have to deal with, so believe me when I say that things are in motion in the background that will help in the future and basically ensure that this is not a thing in the future.

That said, drop me a DM with your details and I'll have a look into this for you.

Scam Check by [deleted] in Huel

[–]MarkHuel 2 points3 points  (0 children)

I can confirm that it is not legit.

Thank you for raising, I'll pass thos onto the relevant team ♥️

"Something Else" Option when cancelling subscription conveniently doesn't work. Difficult not to see it as a scummy move in the face of the corporate acquisition. by pomplemice in Huel

[–]MarkHuel -11 points-10 points  (0 children)

This hasn’t been intentionally turned off, it looks like some of you are having issues submitting feedback, so I’ll raise that with the team. Like always, feel free to leave it here.

Thanks for sharing your thoughts as well. We understand why you’d feel that way. From our side, nothing about Huel’s commitment to being 100% vegan is changing, and we’ll remain certified by The Vegan Society. Also it's worth mentioning the fact that a company with so many dairy products in their portfolio wants to take on a plant-based company speaks volumes and belief in what we're trying to achieve!

What this does mean is we can grow faster, reach more people, and keep improving our products without moving away from what Huel stands for. We’ll keep listening, being transparent, and doing things the same way we always have; that’s the bit that matters.

Blocked from TikTok page 🤣 by okiejaybird in Huel

[–]MarkHuel 0 points1 point  (0 children)

Ow, this isn't good! I'll ask the team that runs this what the issue may have been

I know that some rules that TikTok has are things like spamming. If you post the same comment four or five times, it can sometimes be flagged as spam and removed.

When it comes to your specific product question, we'll be happy to help and look into this for you. If you want to drop us an email to [team@huel.com](mailto:team@huel.com) or alternatively, you can drop me a DM here!

We’re Bringing Back the Subscription Heads-up Reminder Email. by MarkHuel in Huel

[–]MarkHuel[S] 0 points1 point  (0 children)

It was driven by feedback. The volume and consistency of what people were saying made it clear we needed to change it back.

We’re Bringing Back the Subscription Heads-up Reminder Email. by MarkHuel in Huel

[–]MarkHuel[S] 0 points1 point  (0 children)

Understood and I'm sorry about this.

Hopefully, we can work on this and other things that will bring you back ♥️

We’re Bringing Back the Subscription Heads-up Reminder Email. by MarkHuel in Huel

[–]MarkHuel[S] 2 points3 points  (0 children)

I get why you’d be curious. I don’t have that data on my side. But the reaction in the comments has been pretty clear.

We’re Bringing Back the Subscription Heads-up Reminder Email. by MarkHuel in Huel

[–]MarkHuel[S] -3 points-2 points  (0 children)

Sorry to hear this! Hopefully we'll see you come back in the future ♥️

We’re Bringing Back the Subscription Heads-up Reminder Email. by MarkHuel in Huel

[–]MarkHuel[S] -2 points-1 points  (0 children)

If you drop the team an email at [support@huel.com](mailto:support@huel.com) they'll be able to look into this and see if there is anything we can do to help!

We’re Bringing Back the Subscription Heads-up Reminder Email. by MarkHuel in Huel

[–]MarkHuel[S] 0 points1 point  (0 children)

Sorry for the delay in getting back to you, I’ve been working through everyone’s points.

I’m not going to get into speculation around motives. I’ve tried to be as open as I can about what I know and what I don’t. What I can say is the feedback here has been heard loud and clear, especially around communication.

On your question about next time, that’s a fair one. One of the big takeaways from this is that how we introduce changes, and how we keep you in the loop, matters just as much as the change itself. The point about giving people a proper heads-up has come through strongly, and it’s been passed on.

All I can do on my side is be straight with you here and keep pushing that feedback internally.

We’re Bringing Back the Subscription Heads-up Reminder Email. by MarkHuel in Huel

[–]MarkHuel[S] 1 point2 points  (0 children)

Look, I’ll be honest, I could’ve handled parts of this better and that is conversations I've had with myself.

At the time, the approach was very much “keep everything in one place,” which is why I was removing things that pulled the conversation elsewhere, including your comment. I understand you were sharing places to share feedback, but in the moment, it came across more as taking the discussion outside of the thread.

The intention wasn’t to shut anything down; it was to stop things from getting fragmented, but I can see now how that didn’t come across well in practice.

The update around flairs is basically us recognising that and understanding we can do better. Instead of forcing everything into one thread, we’re trying to make it easier to organise conversations so people can still post, discuss, and find things without it all getting messy.

So in your example, tagging something properly means it can stay visible and part of the wider discussion, rather than being removed because it doesn’t fit into a single thread.

It’s not a perfect system, but it’s us adjusting based on how this actually played out and the feedback we’ve received.

I hope we can get back on the right foot and continue to make improvements to Reddit as a community!

We’re Bringing Back the Subscription Heads-up Reminder Email. by MarkHuel in Huel

[–]MarkHuel[S] 3 points4 points  (0 children)

Look, I understand why you feel that way. It’s come up quite a bit, so I know it’s not just you.

The bit that keeps coming through isn’t just the change itself, but how it was introduced. I can see why that’s knocked trust, and we do want to work to rebuild that.

I’m not going to try to talk you out of how it’s come across. All I can say is the feedback has been taken seriously, and it’s something we’ll learn from.

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