Factor_ Prepared Meal Delivery

I went in thinking it would be great but then I cancelled my order for the week and ended up with a charge on my account that was twice the amount of the original order amount really sketchy :(

The app crashes almost every 5 min. I can’t change my order without it completely crashing/not saving any changes I’ve made. The app is also always saying it’s “under construction” or a page doesn’t load. I’ve had the app for two weeks now and I just go back to the web browser.

Charged card weeks after cancellation

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.

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.

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.

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

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.

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.

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!!!

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.

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.

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.

App not useable site reports technical issues.

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.

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.

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

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

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

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.

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!

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

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.

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!!

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.

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.

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.

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.

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.

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.

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!!!

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.

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.

I had the app for a week. The meals were really mediocre and came in very small portions. Also, I canceled my subscription in January, and a month later they charged me again. I’ve been asking for a refund since February, but they haven’t been able to process it; they just keep stringing me along, telling me it’s been done, but they never actually do it.
Avoid downloading this app at all costs.

They must of paid for the positive reviews. The app is not easy to use. They send email saying for me to pick my meals. I hit the link and it takes me to a page on the app that does nothing.

Really bad app

I had a terrible experience with this service. I did not renew my subscription, yet they still charged my account without any authorization. That alone is unacceptable.
To make things worse, the order I received was completely wrong and did not match what I selected at all.
This shows a serious lack of control over both billing and order accuracy. Customers should not have to deal with unauthorized charges and incorrect deliveries at the same time.
I expect a full refund immediately, and I strongly recommend others to be very careful before using this app.

My wife and I wanted to use factor for meal prep. We reviewed the meals and found they didn’t align well with dietary restrictions for my wife so we attempted to remove the meals from the order and the app would not let us ( before the cutoff time). You could change the meals, but not remove them. Given the cutoff time was the same day we setup the account, we cancelled the subscription.
A few days later we received a text saying our order is on the way. Tried to contact their customer service, and was told that since it is past the deadline there is nothing they can do and they have “exhausted their resources”. Refused to remove the charge and now we will receive food my wife cannot eat.
This food will be wasted due to their application’s inability to remove the meals and the businesses inability to manage their services.

I signed up for a trial with Factor Meals and was charged for a delivery that had issues on multiple fronts.
In addition, my selected meals were changed without my authorization, and the replacements included dishes I cannot eat due to dietary restrictions. At no point was I given a meaningful opportunity to review or approve substitutions.
I attempted to resolve this through customer support multiple times but was disconnected and ultimately received no follow-up. This is largely due to being deaf and they continually ending communication without notice, providing a phone number.
At this point, I have been charged for a service not rendered and have been unable to obtain a resolution through normal support channels.

People please be careful when you come to “placing your order if you change your mind or decide that this ain’t for you be advised that even if it’s the same day u want to deactivate your account, you will still be charged for the other if you don’t reach out to this people immediately after deactivating your account, u will also not be allowed to delete your payment account nor will you be able to delete your account “ I hope someone will notice this and will help you out before anything happens to you as well.

Te dan muchos descuentos, fake, cuando te envían el primer paquete de los descuentos te dicen que error en el delivery que te reembolsan el dinero, ya perdiste las ofertas ahora a pagar precio completo

Factor isn’t worth the money unless it can have an app that WORKS. It won’t let me choose meal or change my box size.

Get invoice has been broken for months so I cannot submit this as a forma benefit, is this app even maintained?

The newest version is completely useless. Can’t even login or submit a forgot password request. Awful QA!!!

I skip every other week to suit my needs.
The apps delivery page is just an advertisement for sending free boxes to friends. As a result I’m in $150 that I didn’t with to spend. I’m unable to select my meals or do anything of use.
Highly considering canceling my subscription if this isn’t fixed and a refund isn’t issued.

Don’t even bother with the app. Some of the meals are good, but I do think quality is declining. Also, the service continues to select meals that have ZERO interest in. I am getting close to canceling.

Please fix the app! Other than that, food is excellent. Lots of diverse options.

Promo codes don’t work and customer service doesn’t do a dang thing to try to make things right

First time trying Factor and honestly a very frustrating experience. We received our first box on April 20, and unfortunately the food did not sit well with us. both of us ended up with stomach issues, and some of the vegetables even tasted sour.
Because of that, I immediately canceled the subscription through the app and also received a cancellation confirmation email. Naturally, I assumed everything was taken care of.
However, I later noticed I was still charged over $170 for a second box. When I contacted customer service, I was told that I “didn’t cancel on time” and that the cutoff was April 22 ?? giving customers essentially only 2 days after receiving the first box to cancel.
This was never made clear during signup or cancellation. Most people would reasonably assume that once you cancel and receive confirmation, you’re done. Instead, the system feels designed to lock you into at least two deliveries whether you want them or not.
What was even more disappointing was the lack of empathy from customer service. When I mentioned the food quality issues, there wasn’t even a simple apology. only a repeated explanation about the cutoff date.
Overall:
- Confusing and misleading cancellation policy
- Extremely short cancellation window
- Poor customer service response
- Questionable food freshness
I would strongly caution first-time users make sure you understand the cancellation deadline immediately after your first delivery, or you may be charged for another box you didn’t intend to receive. Worse company ever. Stay away!

This company constantly advertises its products, even after you've bought them already. I just got a notification on my phone from the app and thought it was something about my order. It was for a discount on dog food. I don't use companies that steal, and they certainly didn't pay for that ad space on my lock screen.