Review Time
The food is fine. Think adult TV dinners delivered to your door. The real issue is their system and customer service, which are deeply flawed.
After selecting my first two weeks of meals, I was completely locked out of my account. I could not find login access through any of their emails, and when I attempted to reset my password through the website, the reset emails never came through. I tried repeatedly over several days.
It gets worse. When I attempted to use their chat feature for help, it also required me to log in. So I was locked out of my account and simultaneously locked out of customer support. There was literally no way for me to access my account or get assistance through their official channels.
Because of this, I could not select meals that fit my dietary restrictions. I received a full week of food that I could only partially eat. At that point, I decided to cancel.
After multiple failed login attempts, I responded directly to one of their marketing emails, clearly requesting that my membership be canceled and that no further food be sent. They have no problem sending promotional emails, but somehow cannot deliver password reset emails.
Despite my written request to cancel, another box showed up on my doorstep the following week. Meals I did not choose. Meals I cannot eat.
When I called customer service to explain that I had attempted to cancel in advance but was prevented from doing so because of their system failure, I was told they could not issue a refund.
If a company receives a clear written cancellation request and is aware that a customer cannot access their account due to system malfunction, choosing to ship another box and charge the customer anyway is not good business practice. It shows a lack of accountability.
Food delivery should not come with this level of frustration. If your system prevents customers from accessing their account and also prevents them from getting help, the burden should not fall on the customer.
I will be filing a complaint with the Better Business Bureau and sharing this experience publicly in hopes that someone in leadership addresses these systemic issues.
The meals are very good and there is a wide variety of choices. You have the ability to tailor your meals to what you enjoy. The only thing that could be improved is the ease of removing the plastic covering the meal. It can be difficult to get off.
I’ve been on again off again with Factor since they were Factor 75.
The thing that annoyed me, the most was the delivery service was third rate at best and I was either not receiving my meals or they were delivered to the wrong place
They worked on that and recently I’ve been getting my order at the same time every week. I’m hoping that this new company they’re using here in San Francisco is going to keep doing a great service.
I’m not too thrilled with the meals, however. Especially at over $14 apiece. When I get a meal that has broccoli thrown in it with no seasoning and no life at all it’s frustrating. Often you only get either a good main or a good vegetable. I may have to go back to just making my own lunches. Especially if they raise their prices again.
The food is great, tender, tasty, filling, flavorful, healthy, etc. My only negative is that the plastic film that is over the top (either to be punctured or peeled back to vent) is hard to peel off when time to eat. The same thing happens with the small cup of sauce (hard to open).
They delivered on time and the meals were delicious & seemed healthy, but price vs portion is not a great value. The meal I just opened had a side of vegetables, and there were literally 3 small pieces of broccoli, and one tiny piece of cauliflower. That's a bit extreme. The meals leave me hungry. If they just added enough food to fill me up, I would continue to use this service
This company is a mess. My order was supposed to arrive on 2/23. Never arrived. Then it was supposed to arrive on 2/24. Never arrived. No updates. No way to track the shipping. I tried the online chat to resolve the issue, but it must be a fake AI bot that isn't able to handle human requests. Finally, I called the customer number, and they were able to cancel the order. Factor is advertised everywhere to the point of feeling like spam. I wish they ran a tighter ship. I think I'll look elsewhere.
Although the calories are average, the fat content is too high. As I mentioned before, the grilled chicken breast is always dry. It needs to be pounded and flash-cooked, so when I put it in the microwave, it won't be so dry. Same for salmon, but the barramundi is always proper.
Just a heads up: I will never use Factor75 delivery again. This was, without question, the worst customer service experience I’ve ever had. Their business model feels incredibly shady.
If you cancel your subscription but later log back in just to browse, they automatically restart your subscription and ship whatever happens to be in your cart — without clearly warning you.
I just spent nearly an hour on text with customer support being told the same scripted line over and over: “It’s our policy to restart your subscription when you log in.” Fifty-seven minutes of circular responses and zero accountability. It wasn’t until I asked four separate times to speak to someone else that they finally escalated the issue.
The second representative initially offered me half a refund. I declined. Restated what I had been saying for almost and hour and that I wanted to cancel. Within 3 minutes the refunded and deactivated me. I left 2 stars and not 1, simply because it took 57 minutes to receive zero help but after an hour of my time, I got a full refund.
To say I’m furious would be an understatement.
Just FYI — proceed with caution if you choose to keep using them.
I am Gen X, truly brand loyal. Never have I received such bad service. Food could be the best, but I will make sure everyone within my sphere of influence knows.
I recognize that Factor has enjoyed success in the meal delivery field but confress I am at a loss to understand why. I first started with the company two months ago and my experience has been terrible. The issues are not with the food (when I recieved meals that were safe to eat, they tasted quite good). But the delivery issues have been abolutely atrocious.
In the first month, three of the weekly deliveries were either late by two days or never showed up. To be fair, Factor refunded me my payment without delay.
However, this month I have experienced DANGEROUS issues with delivery. Last week, February 8, the delivery came without any ice packaging and all the meals were 55 to 59 degrees (completely unsafe). Moreover, the three salads I ordered came with a use date of February 10 or 11 or 12. That meant I did not have a week to consume these salads (if they were at a proper temperature) in one week (as advertiesed) but only two to three days. Once again, Factor refunded the mony but this was the third week where I had to find alternatives for dinner as all the Factor meals were in the garbage.
This week (February 15), I had postponed delivery for one week (which Factor veriefied). Nevertheless, the delivery arrived and, you guessed it, there was absolutely no ice in the packaging. Once again, all the protiens had temperatures in the mid to hight 50s. Once again, all the meals wound up in the garbage. The two salads in this delivery has use by dates of Fevruary 19--significantly short of the one week period advertised by Factor.
But, perhaps even worse, is the experience with the delivery driver (working for Jitsu). I had notified Factor and Jitsu that I was in a wheelchair and could not retrieve packages left on my porch and requested that the driver hand deliver to me at the door. Today, having tacked the driver on the Jitsu website, I was at the door, which was open, sitting in my wheelchair ready to accept the package, The driver, clearly seeing me, dropped the package on the porch deck and simply turned to leave. I have never experienced such uncaring, insensitive, unprofessional, and poetentially ADA violative action in my life.
Thus, I end as I began--Factor seems to be a success but for whatever the reason, the srevice I have reieved from them has been the worst of any company (and I am 73 years old so have dealt with many companies over my life).
I simply love the food. I like it delivered Sunday.
I steaks are the best I've ever had.
To tell you the truth "I Have never had a bad meal since I began using Factor over a year ago
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