Factor_ Prepared Meal Delivery

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1. ★★★★★negative experience without a specific reason· unspecific

   Bad Customer Service. Really poor customer service. No flexibility, no empathy. Over my time, the food quality decreased and I was only on it for a few months. Really poor experience in the end. Highly recommend checking out any other company and not falling for the mainstream hype.

2. ★★★★★subscription and paid restrictions

   Worst Customer Service Ever-Do Not Enroll. I signed up for Factor because the entire point of a meal delivery service is convenience. You select the meals, they deliver the meals, and everyone moves on with their life. That is the business model. Somehow, Factor managed to turn that simple concept into a weeklong case study in frustration. On June 13, I used the Factor website to select and lock in my meals for the June 22 delivery. I ordered a variety of meals: two salads, three breakfast items, beef, fish, and chicken entrees. I specifically did not order duplicates because this would only have been my third delivery and I was still trying different options. The box was supposed to arrive Monday, June 22. Instead, Factor sent a dismissive email the day of delivery essentially informing me that the box would arrive the next day. No meaningful apology. No offer to make it right. No acknowledgment that when a meal delivery company fails to deliver meals as promised, the customer still has to eat. Apparently, that part was my problem. When the box finally arrived on June 23, not one of the ten meals I selected was included. Not one. Instead, I received what appeared to be a random assortment of default selections, all chicken meals, including four duplicates. So after carefully selecting a varied order, I ended up with ten chicken meals I did not choose. If I wanted a poultry-themed surprise box, I would have asked for one. Then came the real masterpiece: Factor’s customer service. I called the customer service number and was told all agents were busy and to stay on the line. I stayed on the line for about 30 minutes before realizing they were likely closed for the night. Factor did not have the courtesy to say they were closed. The recording just kept encouraging me to keep waiting, as though the next available representative was just around the corner. Spoiler alert: they were not. I then tried the chat option. Of course, I was first greeted by a low-level AI assistant that could not understand the problem because there was no convenient “my order is completely wrong” button. After I requested a live person, the AI said I would be connected. I waited another 30 minutes. No one connected. So there was no phone help, no chat help, and no resolution that night. The next day, I tried live chat again. Apparently, Factor’s idea of chat support is that the customer must sit perfectly still at the keyboard like they are guarding a nuclear launch code. A little bit of idle time and the chat disconnects. Even better, when you start a new chat and verify your identity again, the new agent cannot retrieve the prior chat history. So you get to start over. Again. And again. And again. After four attempts and a truly impressive amount of wasted time, I finally received the standard big-company shrug. Factor said they did not see my order confirmation, so the auto-renew/default meal selection kicked in. In other words, their position was that the problem was mine, even though I used their website, selected my meals, and hit pay. I have also spoken with other Factor customers who described similar issues where they believed their orders were submitted, only to later receive reminders to resubmit them. That does not sound like a customer mistake. That sounds like a system problem Factor would rather ignore. To make matters worse, during this same general time frame, my phone prompted me to update the Factor app, which I did. Did the update reset something? Did the website fail to process the order properly? Who knows. What I do know is that Factor’s response was essentially: nothing can be done. Not even a discount for the late delivery. Not even a meaningful apology for sending ten meals I did not order. Not even an attempt to acknowledge the inconvenience. Just a polite corporate version of “sucks to be you.” As a final bit of irony, during my interaction with Factor’s aloof customer service representative, I asked where I could leave a review. I was told I could do that on Factor’s website. So I went looking. Shocker: there does not appear to be any actual “leave a review” option on the website. Now I understand why. When your customer service model involves late deliveries, wrong meals, duplicate meals, broken chat sessions, endless hold recordings, canned sympathy, and corporate shoulder-shrugging, maybe making reviews hard to find is not a glitch. Maybe it is the strategy. When I finally told them to cancel my subscription, I received the usual fake empathy: “We’re sorry to see you go.” That was followed by a reminder that I would forfeit any discounts on my account if I canceled. Truly inspiring customer retention strategy: fail the customer, waste their time, refuse to fix it, then warn them they will lose a discount if they leave. This was, without exaggeration, one of the worst customer service experiences I have ever had. Factor’s food may be convenient when everything works, but when something goes wrong, their customer care appears to be built on hold music, broken chat sessions, AI dead ends, canned apologies, and zero accountability. I would not recommend Factor. If you are considering signing up, I would strongly suggest looking for another meal delivery service — preferably one that delivers on time, sends the meals you actually ordered, and understands that “customer service” should involve something more than creatively finding new ways to waste the customer’s time.

3. ★★★★★crashes, freezes and errors

   Broken App. I’ve had Factor for a couple years now but lately their app has really gotten unreliable. It’s been way buggier but today was the last straw. I had an issue with my delivery. I tried self report. That gave me a “Something went wrong” page. Fine, so then I click the begin chat option. That connects me to a “HelloFresh” rep who has no control of my Factor order. I had a Factor App update available so I updated the app but still got the same problem. So this issue has been there for at least 2 versions. That is just disgraceful. Come on guys do better on QC.

4. ★★★★★subscription and paid restrictions

   Customer Service Non Existent. Terrible Customer Service- do not use. They messed up my first delivery and I haven’t been contacted by their team about it at all as they promised - not to mention customer service in chat or call puts you on ridiculous wait times. Very disappointed . Would not recommend . As soon as I get my refund, I’m switching companies

5. ★★★★★subscription and paid restrictions

   Not receiving and charge. My first delivery was great enjoyed the food. However they failed to send the second box. Upon looking at the tracking number it was for the previous week not the current one. I tried to contact customer support they kept putting me on extended delayed holds… I should charge a rate for holds that long 😭. In the end was not able to get ahold of them.

6. ★★★★★a needed feature is missing

   Wish I could change my meals via the app…. Nothing happens when I click on the “Change Meals” button in the app. I have to do it via the website in a web browser, rendering the app useless to me. I tried contacting customer support, but they just told me it’s due to some ongoing maintenance that they don’t know when will end. I feel like the app should have had a notice somewhere so the user could know that the “Change Meals” button would be unavailable during the maintenance. The customer service representative I talked to also didn’t listen to me very well, and I had to repeat myself. He made me feel stupid for simply reporting what was happening on my end, and correcting him when he made an assumption. Love the service, but hate the app. I’ll adjust my review when things are fixed.

7. ★★★★★subscription and paid restrictions

   Beware auto subscribe. We were looking for healthy pre-prepared meals and this seemed like a good option but learned too late if you don’t cancel they pick meals for you and keep shipping and billing - we also learned there are healthier services with no subscription for much lower than these $13 per meal costs and finally their shipping is very wasteful with 3 freezer packs each week We tried to complain about the auto ship meals they picked- to no avail- very poor experience- buyer beware!!!

8. ★★★★★negative experience without a specific reason· unspecific

   Terrible app so far. I just started using factor and have downloaded this app since yesterday but can’t use it because it keeps telling me technical issues please try again. It’s over 24 hours now and still same.

9. ★★★★★negative experience without a specific reason· unspecific

   Terrible app. Always technical issues. New member. I’ve had technical issues on the app. Uninstalled, reinstalled. Logged out, logged back in. I can’t see any page related to my menus, schedules, etc. I wanted to add more meals but alas, I won’t be able to unless I go to my desktop which is inconvenient. But…if I refresh and I click on where I need to go really fast, I MIGHT be lucky and see another page. I have to be fast though. Not user friendly.

10. ★★★★★negative experience without a specific reason· unspecific

    Technical Issues. Constant technical issues on every page since I logged in. Might have helped if I used the app to sign up, but I didn’t. Website is still working fine so I guess I’ll use that instead of the app that won’t work.

11. ★★★★★negative experience without a specific reason· unspecific

    App Issues. App not useable site reports technical issues.

12. ★★★★★subscription and paid restrictions

    Shady practice. They will charge you without letting you know and refuse to give a refund. Don’t notify about sending a box or choosing meals, you’ll just see a charge even though you canceled it. Very unprofessional costumer service. The meals taste like any frozen food you’d get at the grocery store. Every other costumer who tried it had the same problem. Would not recommend.

13. ★★★★★negative experience without a specific reason· unspecific

    I wanted to like this. The app is super glitchy. Recently I couldn’t reschedule a delivery in the app despite there being an option in there to do so. Support told me I had to get on the website. If there are app issues, fix them or inform clients so they aren’t struggling with the app. I am also currently logged into the app but can’t see my plan or deliveries. I got a meal with salmon with 5 bones in it, and the response from support was unsatisfactory. They “scheduled” a call with their food and safety team for a specific time then they never called me. Finally, my most recent delivery was delayed and arrived to me too warm to eat. Factor, get it together. It is NOT worth the price at this point.

14. ★★★★★negative experience without a specific reason· unspecific

    App glitches. I’ve tried using this app on my mobile and on computer and it will not work correctly. I’m not sure how other people are able to use it but it will not work for me. It continually glitches and refreshes the same page over and over or just goes blank. I’ve tried just the website itself and it still doesn’t work right /: just wanted to try some meals lol

15. ★★★★★subscription and paid restrictions

    Don't use it.. They won't let me cancel my subscription, and they keep charging me more and more.

16. ★★★★★negative experience without a specific reason· unspecific

    No confirmation. Be aware there is no confirmation for upcoming deliveries it’s all automatic, it charged my account for a delivery even though I was just browsing and closed my account shortly after

17. ★★★★★slow performance and long loading times

    Unresponsive to touch or scrolling. This app doesn't work. Idk if I'm the only one. I'm updated to the latest, but I can't select or edit or scroll on the app. It only allows me to open settings and feed friends page.

18. ★★★★★half the order missing - and they hand you a five-dollar credit

    Don’t order Factor!. I got an offer that looked good so I signed up and found out that half price for my meals was $175.00 per week!! After the discount it would be over $300.00 every week! I was aghast so i immediately cancelled my account. They charged me anyway! I got a text saying my order would arrive today and sure enough , my credit card was charged $175.00. I contacted Factor and they said “Sorry, No refund. Canceling your account doesn’t cancel your order and you have to personally cancel before the cut off date, and No you can’t return the box. Do not do business with Factor!

19. ★★★★★subscription and paid restrictions

    Very bad customer service. They are very bad on there service very disappointed with the. Don’t west your time with them i got so many delays with my order even they did not delivery my meal which was unimportant for me that time because I’m working out my meal on time it’s most important but how they handled situation it’s just automatic message we issue refund for this meal that’s all even nobody inform my or apologize for that very bad

20. ★★★★★negative experience without a specific reason· unspecific

    App Doesn’t Work Properly. A number of features don’t work on the app, so you still have to go to the website. When I tap to favorite a meal, nothing happens.

21. ★★★★★negative experience without a specific reason· unspecific

    Awful app! Constantly crashes. When trying to select my meals each week, the meal selection section freezes, loses all of my changes, and restarts no less than three times. It is beyond infuriating and such a stupid thing to allow through to production. I can’t even connect to someone in the chat, it just spins and spins and spins waiting for a human. The food is good but the app c SUCKS!!

22. ★★★★★subscription and paid restrictions

    Deceptive Sign-Up, Zero Customer Service. 1 star. Factor does not let you see their menu until you have signed up and entered your payment details. That is not an accident, it is how they operate, and it means thousands of people find out their food is unsuitable only after they are already locked into a subscription. I am on an elimination diet. There was nothing I could eat. I cancelled the same day. What Factor does not make clear is that cancelling your plan and cancelling your first delivery are treated as two completely separate things. I had skipped my upcoming delivery, but when I cancelled the plan it un-skipped it automatically and I was charged immediately. I contacted support within a minute of the charge appearing and was told they do not issue refunds and could not cancel the order. That is their blanket policy regardless of the circumstances. I am not alone in this experience. The Better Business Bureau has a significant volume of complaints against Factor citing exactly this, people charged after cancellation with refund requests flatly denied, and others who were promised refunds that never came. One complainant cancelled within minutes of creating their account after discovering the auto-delivery model and was still charged and refused a refund. This is a pattern, not a one-off. I now have a delivery coming of food I cannot eat, which will go straight in the bin along with my money. The product might suit some people, but if you have any dietary restrictions at all, the risk is not worth it. You will have no idea whether the food works for you until it is too late to do anything about it, and their support team will not help you when that happens. If you are considering Factor, look up how to cancel your first delivery separately before you do anything else. And if they charge you unfairly, you can file a complaint with the FTC at reportfraud.ftc.gov or dispute the charge with your bank.

23. ★★★★★trial charges and refunds

    Don’t do it! Nothing is Free!. My daughter sent me a free trial box from Factor_. I was initially charged for the “free” box, then later credited back, which already felt confusing. The first box was just delivered and I hadn’t even had time to try the meals yet before I received a text saying my next box was already being prepared and shipped. I never selected meals for the next order because I didn’t even know I needed to do that immediately after receiving the first box. The company automatically chose meals for me and charged my card before I had the opportunity to try the service or decide if I wanted to continue. When I contacted customer service to explain the situation, I was basically told “too bad” because the meals were already being prepared and would still ship. No flexibility, no real customer support, and no concern that I hadn’t even tried the first shipment yet. This business model feels designed to push customers into recurring charges before they can make an informed decision. Be very careful and cancel immediately if you do not want automatic shipments and charges.

24. ★★★★★subscription and paid restrictions

    Wrongful Charges. DO NOT PROVIDE YOUR PAYMENT INFORMATION. This website makes you proceed with adding your card information in order to view the meals, even if you do not checkout or agree to purchase a meal plan you will still be charged, it took a lot of going back and forth to be able to get a refund.

25. ★★★★★crashes, freezes and errors

    Completely broken.. This app is a completely. Unadulterated. Broken. Mess. Anytime I decided to change my order up and add all the food that I need for the week. It will just COMPLETELY delete ALL of my progress and revert back to the pre-chosen menu. Fix this. Now.

26. ★★★★★subscription and paid restrictions

    Delivery service is unreliable with no communication. My recent box was not delivered on the day promised, and it was not acknowledged or communicated whatsoever. I had to reach out to Factor multiple times to find out what happened. Apparently the box was damaged upon arrival at the delivery service, which was on the day before the scheduled date but regular updates were being sent AS IF things are on track. There is no communication from factor or the delivery service. I had to reach out for them to give a refund. And now I have to scramble to make meal plans for the week. Unacceptable.

27. ★★★★★negative experience without a specific reason· unspecific

    NOT WORTH THE AGGRAVATION. Factor keeps sending me the wrong meals. I have had so many different problems with them. I have no idea how there can be so many good reviews. I canceled my account today and am looking for another company. They are not worth the aggravation.

28. ★★★★★negative experience without a specific reason· unspecific

    Do you guys even try and use your own app?. They keep making updates that make it more and more difficult to pick your meals. Additionally I use to rate my meals way more previously when it was easier, now you have to rate and comment. Just lets us rate them and move on. Also for the love of god stop with all the plastic cups. Almost every meal now comes with a plastic sauce cup that you have to open pour on the meal and then heat. Sounds like I’m being picky? If we have to put it on the food prior to heating up why not just have it on the food to begin with. Why the cup. And have you ever tried to open these meals prior to heating. It’s like impossible. The plastic film never comes off in one sheet thus adding delicious plastic bits all over your food. All to then try and open the impossible plastic cup to pour over. Really? Try and do this for every meal. It’s a mess. STOP with the cups of sauce!!!

29. ★★★★★subscription and paid restrictions

    Better alternatives. Thought I had my account on pause, saw a charge for factor at midnight, called them at 7am to cancel because I will be on vacation next week. Got the run around on why they can’t cancel. Never received an email stating a shipment was being prepared. They randomly picked the meals, some with pork which I don’t even eat. Spent thousands with this app and they won’t cancel one order. Will use a different service.

30. ★★★★★negative experience without a specific reason· unspecific

    The Worst App I have ever used. The food is great however my biggest problem is the app. You can select all your meals and then it will not save your order then you have to continue that loop until it actually saves your order. Does not matter if you are using data or wifi.