ComplaintsforFavor Delivery

• Initial Complaint

  09/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I placed an order this evening on Favor for an H.E.B order My total came to ***** before tip and ***** after( see screenshots) I paid and the order was delivered. 1 item was incorrect and the 2nd was damaged. I sent proof of this to Favor customer service( I will attach it here to) customer service responded that they would refund $8.32 the total of the 2 items which would have been fine..except she then went on to say I was being charged an additional amount of $4.05. I inquired about this and was told it was because the runner put the wrong total.which doesn't make sense as the total is given before a runner is assigned. Then I was told it's taxes again that doesn't make sense. I pointed out it seemed like retaliation for me complaining and asked to speak to a supervisor. I was refused instead transferred to another customer service *** you informed me he could help just as well as a supervisor...so 2 items were wrong I sent proof Favor acknowledged the incorrect items and somehow my total went up almost $5 with Favor changing the excuse as to why

  Business response

  09/19/2024

  Thank you for your feedback on your recent Favor. I have ready through your messages and I would agree, it was very unclear what was going on. I wanted to offer you an explanation that would hopefully be more clear. Sometimes, stores and merchants prices change from what was on the app and we dont find out until we get to the store and see it. The Runner will usually submit updated pricing to Favor for future reference to avoid further inconvenience. When the *** went to refund you the damaged items from your order, the system auto corrected your total based on the update the Runner submitted which is not normal. This is very rare and the price differential is usually reflected at the point of sale, we dont normally try to collect on that after the fact. You should have been informed the system charged the extra due to a price update but we were refunding that as well, we would want you to know even tho youre getting the money back that the charge took place so there was no confusion. We want our customers to have faith in us, thats really important. 
  
  I am deeply sorry you experienced this and Ive submitted your ticket for review as well so we can provide proper coaching and update how we do things on our end. We always want our agents to be clear and it doesn't look like that happened here. Thank you for your patience and please reach out to us if we can help you further. 

  Customer response

  09/19/2024

  Complaint: 22274620
  
  I am rejecting this response because: I'm not trying to be rude however..

  There was no price or system update. The items are still the same price on favor.. They are actually cheaper on Heb.com and in store. So that makes 0 sense. This is the 4th reason I've been given now. I never received an updated price in an official receipt to my email. Only a Favor customer service person telling me  I owed more money...this is not the first time I've had an issue with Favor where I felt I should go to the bbb ...but I didn't...something is just off here and doesn't make sense. It also feels like I'm being talked down to because" I just don't understand" if you really read all the emails you would understand why that is.. Please just make it right
  
  Regards,
  
  *******************************

  Business response

  09/19/2024

  My intention was not to talk down to you, you felt the conversaqtion you had was below quality and I agreed. I will certainly double check the prices and get them updated if you still aren't seeing them. 

  Customer response

  09/19/2024

  Complaint: 22274620
  
  I am rejecting this response because:
  I'm not sure what else to say here...
  Regards,
  
  *******************************

• Initial Complaint

  08/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have encountered with both HEB and Favor Delivery Service. On I placed an order with HEB using the Favor delivery service. My order, #HEB23459406286, was confirmed, and I was charged $300 for the groceries.Despite receiving an order confirmation, my groceries were never delivered. I contacted both Favor and HEB to report the issue and request a refund. However, both companies have refused to take responsibility and issue a refund for my missing order.This experience has been incredibly frustrating and disappointing. As a customer, I trusted HEB and ********************** to deliver my groceries, and their failure to do so, combined with their refusal to refund my payment, is unacceptable.

  Business response

  09/16/2024

  Hi there, thank you for your feedback. I checked in with my team here at Favor that handles all of our *** orders that are delivered. They indicated they had not received a contact from you yet, its possible you might have only spoken to the *** team and not Favor. I wanted to let you know we would love to take a look at your order and rectify any issues you may have had. Here is a link you can use to connect with us here at Favor: ************************************ and we will review your delivery and correct anything that was wrong. We hope to hear from you soon. 

• Initial Complaint

  08/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered dinner. They brought me two dishes of food that I did not order and refuse to give me my money back or get me the correct food. Its not my fault and I want a complete refund of $49.50

  Business response

  09/16/2024

  Thank you for your feedback. I have reviewed the order in question and it does appear you were charge3d for and delivered what was requested. The order in our system from you matches the receipt that was on the bag. I did notice you originally left feedback in your review that you referred to this as "an order not delivered" but  it appears theres a picture of the food delivered to your door. unfortunately, without being able to verify any of the errors but instead seeing that the info matched the order and picture showed delivered, we wouldn't issue a refund at this time. 

• Initial Complaint

  08/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered food from Best Thai on Favors list of restaurants. It showed my total $19.99. The appetizer 6.00 & entree ***** (free delivery) I put in my card info, great deal. This was my first experience with favor.It estimated about an hour delivery. I got my food 2.5 hours later. I got the final bill. Firstly they added a 8.50 tip with my option to adjust, which I did to $5.00, but then I saw my total was $34.95... I was seriously confused. I saw a service fee...was not aware of.. then a picture of a receipt from Best Thai for $26.96, food and taxes... how is $18 of food have $ 8 in taxes....(or even $19.99, but the $19.99 should have been the food and tax on the food. I texted Favor and they said "We estimate your total based on merchant prices. Texas state and local sales and use tax is included in the sales price. Substitutions, custom items, and requests made after placing your order may affect the final cost. Being the reason why we can only show you first the estimation, as changes to the total may either increase or decrease. I sincerely hope you understand." First they offered me a $5 credit, then increased it to $10. Well a credit doesn't cut it. Because I won't use it and now I'm more angry because o went to Best Thai website and the appetizer isn't $6 it is $8....and my entree isn't $12, it is $16... So, Favor LIED TO ME AND FALSE ADVERTISED TO GET ME TO ORDER AND BAIT AND SWITCH WHEN I ALREADY PUT IN MY PAYMENT AND HAD MY FOOD AND IT WAS TOO LATE TO BACK OUT! THAT IS FRAUD!!!

  Business response

  09/02/2024

  Thank you for your feedback about your experience, we hate that it wasnt positive. Favor actually lists out all of the fees at checkout which would have given you a breakdown of our costs to you. Sometimes Merchants change or update their prices without letting us know which is why the receipt might have had a different than expected amount. We always tell the driver to include the picture of the receipt so you know thats not something we were doing. We are here to help, if you feel any of this info is in error please reach out to us and we will get it straightened out for you!

• Initial Complaint

  08/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 8/15/24 I ordered through Favor, Burger King. I ordered my food and paid $18. Once my order was delivered I then received a corrected price adjustment and they charged me $52. They revered the $18 from my bank and charged me $52. I tried to speak with chat but didnt understand that the prices were changed. He did refund me the $52 but then charged me $30.44. My price was $18! I have proof! I am not going to pay $30 for 3 small burgers.

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  8/10/24 Continually poor service Left food at wrong address and driver would not even try to redeliver when I asked him to. This is just one of several issues Ive had with Favor. They charge more than any other similar service and offer inferior service.

  Business response

  08/19/2024

  Thank you for providing us with this feedback, I hate that your experience with us has not been positive. We strive to always provide the best level of service and it looks like we missed the mark here. If you reach out to our Support team through the app, we would be happy to look into this and provide you with any refunds you are due. We never want to have food not delivered so we hope to hear from you and we will make this right. 

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I love HEB but I hate the fact that they use Favor for deliveries. The last two to three orders we have placed have been awful deliveries from Favor. A few weeks back, they forgot to deliver at least ***** items from our order. They were delivered after I called HEB telling them about it. The last two orders have been basically man handled and left on our porch, the eggs were cracked on both. I'm frankly disappointed with every delivery lately. The attitude from the person that delivered the order previous to this last one, was horrible. He was arguing with someone on the phone using foul language and his car was full of people. What is wrong with this company and why can't you hire good people.

  Business response

  07/22/2024

  Hi there, thank you for taking the time to provide us with your feedback and Im so sorry to hear about your experience. We here at Favor take our deliveries and drivers very seriously and always want to know about your experiences. If you were to reach out to our team here at Favor, we would be happy to discuss possible refunds for your tips and damaged items. Also, if any of our drivers behaved inappropriately, our T&S team can review that for possible Runner foillowup as we do expect a standard from our runners. We hope to hear from you soon. 

  Customer response

  07/22/2024

  Complaint: 22022544
  
  I am rejecting this response because there was no number provided for me to call and speak to someone. 
  
  Regards,
  
  *********************************

  Business response

  07/23/2024

  Hi there, you can actually reach out to us via your app or on our website instead of by phone. That is how you would get connected with one of our team members

  Customer response

  07/23/2024

  Complaint: 22022544
  
  I am rejecting this response because if the ***************** of Favor cant reach out to me directly, why should I contact someone else who is ten grades below them. Favor just does NOT care. Im sorry to have wasted my time. 
  
  Regards,
  
  *********************************

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am disabled and therefore rely upon delivery services. Favor is unique in that they deliver more than food. For instance I could hire favor to pick up my glasses or medicine for the cat from the vet.My phone was stolen and the woman did a lot of damage to me, zelling herself money and apparently ordering food from favor as well I reported all unrecognized charges on my credit card as such, which resulted in them charging back to the merchants Favor told me that's not a good reason for a charge back which...it's the only good reason as far as I know!I don't feel I should have a lifetime ban from what is to me an essential service due to this.Id appreciate being allowed to have my account back to place ********************** orders for food and other things. It would really help me.Sincerely,*******************************

  Business response

  07/08/2024

  Hi ********. Please feel free to reach out to us directly for an updated account review. You would be able to explain your side and its possible they will reactivate your account but that does happen within our Trust & Safety team so you have to speak to them. I hope this helps. 

  Customer response

  07/08/2024

  Complaint: 21948513
  
  Hello and thank you for your reply! How do I reach the department you referenced?

  Ive tried already to explain that I reported charges another person made to my Credit card, I think they used my favor account from my phone because there were orders on there I didn't place.

  I'm confused by being told that's not a good reason to do a charge back through my credit card...I think everyone does when there are charges they didn't make?

  I certainly wasn't risking my account by placing orders myself and then pretending I didn't!

  Usually when a complaint is filed with the BBB,  the executive office of the company looks into it and tries to help the consumer 

  
  Regards,
  
  *******************************

  Business response

  07/10/2024

  You can reach out to our Support team via the app or through this form,  *************************************, and the Trust and Safety team is who you would want to connect with. 

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order at 1855 on 6/28/24. I attempted to contact the delivery person by text through the app and then by call and received no response. The order was not fulfilled until 2115. This is where it gets weird: I contact customer support and they kept closing my complaints via text in under a minute because I was not responding within two minutes. When I pointed this out they offered a 10 dollar credit and stopped responding to my messages. I did not swear, threaten, or disparage. I only let them know that I would not use their advanced tip feature in the future. Their customer service reps/bots were dismissive and did not reply to complaints. This is unacceptable and they should be held accountable. I paid a $30 surcharge for this service and it did not deliver anything near the service provided.

  Business response

  07/10/2024

  Thank you for your feedback, I apologize your experience was poor. Thats never what we want. I will look into your interaction and be sure to provide the proper coaching to our team member. We utilize all feedback to improve our experience. 

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 26th, 2024 I made a purchase at *********** through Favor application. I authorized a payment of $27 dollars. That day there was a special offer on sushi at ***********. Next day, June 27th, I receive an email at 10am from Favor informing me that they declined my payment with no explanation of their reasoning. I checked my online banking and saw only my payment to Favor as pending, but no return payment. A bank representative confirmed there was no payment declined. Also, a representative from Favor application also confirmed there was no payment declined from me. Moreover, Favor recalculated the price and adjusted it to the next day prices - that is without any discount. Now they demand that I pay $40.22, which is the price of the order without a discount. The Support team are not knowledgeable or helpful. I am attaching my correspondence with them, my payment screenshot and the order screenshot with the original and adjusted prices.I believe the purchase agreement is made at the moment and on the day of purchase at the offered price. This is fraudulent activity on the part of Favor as they take advantage of both customers and restaurant businesses. The business (Sushiya) charges at a promotional price and is paid that amount, while Favor charges their customers 60% or even more once the promotional price is over.

  Business response

  07/08/2024

  Thank you for your feedback. I did review the interactions you had with our team and it does look like they have researched and explained this to you properly. The amount you were charged was correct and explained at checkout. You were preauthorized for the cost of the items and then the final charge included the Favor fees to deliver as they were explained at checkout. I apologize the process was confusing and weare always looking to improve our overall process. We will use your feedback to do that as well. Thank you. 

  Customer response

  07/08/2024

  Complaint: 21912444
  
  I am rejecting this response because:
  The company representative reviewing the case obviously did not look into the matter in detail. First of all, the company was supposed to charge me upon the delivery (in the afternoon), while in fact I was charged the final amount increased by 30% from the initial price only the next day. 
  Secondly, the company representative failed to see that in the end after several hours and several reps in the online chat, the last person I spoke to admitted the charge was too high and there was a mistake on the companys part. So eventually, I was charged almost the same amount as I was expecting as I was placing the order. 
  The reason I took this issue further was to bring the companys managements attention to the poor customer service they are providing. However, judging by the response to my complaint, there is no improvement, and the company continues to disregard both its customers and its failures to at least read complaints thoroughly. 
  I will not be using the Favor service again as this irresponsible company cannot be trusted with my personal data. 
  Regards,
  
  *******************

  Business response

  07/10/2024

  We are sorry that you feel this way but we are offering to discuss this with you further, you would just have to contact us directly. Thank you for your understanding. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩