ComplaintsforFavor Delivery

• Initial Complaint

  04/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order on 4/12 at 10:35. It took 1 hour to get to me only to have cold fries, incorrect burger, missing medium unsweet tea, and apple juice missing. I called and he offered me an apple pie for a delivery order that he saw the Favor person forget the drinks and still let them leave. This location is terrible from customer service to making order for dinner and late nights. Refund the card ending in 4405. Reward ID: ********

  Business response

  04/16/2024

  Hello there. We are so sorry for your experience. We hate hearing that orders dont arrive as expected. if you reach out to our customer support team directly through the app or our website, we would love to talk about how we can fix this for you. We hope to hear from you soon. 

  Customer response

  04/16/2024

  Complaint: 21570396
  
  I am rejecting this response because: I do not have the app or an account with you so it wouldnt let me resolve the issue with your support and I do not want to create a favor account. 
  
  Regards,
  
  ***********************

  Business response

  04/17/2024

  Thank you for that information. This would mean that you ordered from the Merchant themselves which then used Favor to deliver the food. You can contact the store directly for that refund as they collect the payment for the order. They will be able to assist you, I am sorry for any confusion. 

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered food through the Favor app and the price of the food was $23.27 more than the price stated in the app. I requested a refund for this difference but was not granted one.

  Business response

  04/16/2024

  Thank you for your feedback. I was able to locate your account and view the conversations you had with our team. I can see that the breakdown of charges was accurate and explained to you by the Support Specialists you spoke with. We also offered you a credit for the experience but you denied that request. You are welcome to reach back out to us and we can go over the charges with you again. We hope to hear from you soon. 

  Customer response

  04/16/2024

  Complaint: 21575089
  
  I am rejecting this response because: the customer service representative never offered me a credit during my conversation with them. I received an email the following day for a $7 delivery credit that I dont feel is acceptable because it does not cover the amount I was overcharged, $23.27, and it requires me to use the service again, which I have no intentions on doing. 
  
  Regards,
  
  ***************************

  Business response

  04/16/2024

  Thank you for your response, Im sorry for any confusion or concern. We would be happy to discuss this with you further and see how we can resolve this. We'd love to hear from you with this form *************************************. We hope to hear from you soon. 

  Customer response

  04/18/2024

  Complaint: 21575089
  
  I am rejecting this response because: the only satisfactory solution is to refund me $23.27. 
  
  Regards,
  
  ***************************

• Initial Complaint

  04/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have had an incidents with Favor in the past week, where I was overcharged. I ordered from Circle K and the bill was $28.24. Favor charged me $50. I want a refund of the money I was overcharged.

  Business response

  04/17/2024

  Hello, after reviewing your order it looks like the extra amount charged was a preauthorization charge to the card. That charge falls off and is adjusted back to the original price after the transaction goes through. I am showing in our system that your final charges were $28.24 which should by now also be what your bank account shows. If not, feel free to reach out to us through the app or our website and we will be happy to look further into this issue. Have a good day. 

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Favor is using their pending hold to tie up customers money. I have spoken with my financial institution and can not get a straight answer out of favor. Their website states the pending authorization will fall off and excess money returned to the account within 48 hours. That has proven to not be correct as it has been 4 days now. My bank has confirmed that the transaction is listed as still pending. The restaurant where the delivery was from has said on their end the charge is finalized (for the correct amount I paid). So why is Favor still holding an extra $ out of my account for a charge that is final on the merchants end?? This is frustrating to say the least and has assured that I will use any other delivery service and never Favor again.

  Business response

  04/17/2024

  Thank you for reaching out to us about this. I was able to locate your order and saw the authorization charge as well as the order amount. Our system shows that should have been released by now. If you have not seen that return to your account, feel free to reach out to us via the app or our website and we will look into fixing this for you. We hope to hear from you soon. 

• Initial Complaint

  04/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Today, our HEB delivery order was left outside I the heat. The driver failed to call ** or ring the doorbell, which is stated in the delivery instructions. We ordered about $125 worth of Boost, and when I called HEB, the store didn't offer to do anything but report the matter to Favor. The delivery service never reads the instructions, and the customer suffers. This is happening all the time! Who wants food left out for hours in the heat?

  Business response

  04/16/2024

  Thank you for reaching out to us about your feedback. I think I can help clear up any confusion. The driver himself doesnt call or text you because the app actually sends you notifications in regards to the order. You pick a thirty minute time block and we deliver in that window, this should keep your food from being outside in the heat as you select when they order arrives. The app will also notify you about order updates, delays and when the order arrives. I would be sure to make sure your notifications are on and the app will send those texts to you that youre requesting. I hope this helps. 

  Customer response

  04/16/2024

  Complaint: 21536892
  
  I am rejecting this response because:
    We do not use an app. Sometimes the drivers do call. The driver needs to read the delivery instructions, and *** has said that many times. 
  Regards,
  
  *******************

  Business response

  04/17/2024

  I am sorry you were disappointed with our response. As I mentioned, Favor utilizes multiple forms of notification to let you know that your order is on time/delivered as well as providing you a window of when the food would be delivered. We usually will also contact with information regarding a late order. We cannot be responsible for orders that are left out an extended amount of time past that window unless there was a delivery delay or order error. We appreciate your understanding. 

  Customer response

  04/17/2024

  Complaint: 21536892
  
  I am rejecting this response because: There are clear instructions for the delivery drivers to follow. They do not ring the doorbell, nor do they call. We have several instances of this caught on camera, many of which I sent to HEB.  We have disabled individuals who need to know when the food arrives; they cannot just be sitting by the door waiting for a delivery.  The drivers need to follow the customer's instructions.  I am aware of many such complaints of Favor delivery service. Many have posted on social media saying HEB should stop using Favor, and many people just quit using Favor altogehter. It is unacceptable that Favor drivers ignore the customer's directions.
  
  Regards,
  
  *******************

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company FORCES people to electronically tip, although I tipped in cash. They are now FORCING me to accept a lower refund than requested!!! Now the driver has my cash and this company also has my money!! I provided the company with the screenshot and they still refused. This is robbery.

  Business response

  04/08/2024

  Thank you for your feedback. You can edit your tip up to 90 minutes after your order is delivered. The app will not let you tip less than 2 dollars but you can reach out to us in support if youd like to tip in just cash and we can override that. I hope this helps clear things up 

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company seems really in the business to abuse people money with holds but deliver no food. They may be trying to get your money on hold but delivers no product. No resolution it's just they way of business. Customers please beware they don't show or display what's going to be charged. The hold amount is not clear. The tip is not clear and the resolution is not clear. I was advised to order again and it charged me triple this time. I'm out of food and money you have to wait for days to get your pre authorized money hold. I have to starve tonight due to a system error. Please be aware before you order. This is not good business. This is by far a nightmare. No answer yet but it's a system default. Be aware you will not get food until everything is processed back after days. Unbelievable cruel.

  Business response

  02/09/2024

  Hi there, Ive read your feedback and I think I can help. We do have a very clear checkout screen that breaks down all the charges, the tip which you can also edit up to 90 minutes after delivery and mentions the PreAuthorization hold. The hold is immediately released back onto your card upon successful charging but your financial institute *** take a couple of days to reflect that. This is a standard practice. Also, if your food never arrives, feel free to report that as its our policy to take care of that for you. I hope this helps clear things up

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Placed an order on Favor's Website for food delivery after seeing a "$0 Delivery Fee" enticement. Did notice prices were 'more than I normally pay', but $0 Delivery sounded great! I ordered $93 of food and checked out. Didn't notice 'final price', but surprised there was NO option to 'tip driver'. Imagine my surprise when I received text from Credit Card asking if I had charged $186 to restaurant?! Immediately checked email, and only email I received from Favor was "Order Received". It did NOT contain receipt detailing what was being charged. Went back to the website, it ALSO had NO receipt, only list of the items I ordered. Contacted Favor and they told me they 'regularly put authorization fee on top of charge' that will 'fall off' after delivery, and if I had questions, the driver would provide me with a receipt. AN HOUR AND HALF LATER, I did FINALLY receive my very cold food. (Was told they had a 'problem with the first driver'.) I asked the driver for receipt, and it was receipt from Restaurant for $86! Asked if this what I should be charged "after all is said an done"? He said Yes. *****, I asked AGAIN. "Yes." Asked if there was a "TIP" for him, he said "No". I gave him a $10 tip and thanked him. THEN got text from Credit saying I was charged $128!! I contacted Favor for explanation why their driver said I would be charged $86, yet my card was charged $128! And WHY if website said $0 Delivery, I was charged $42 ABOVE receipt I was given. I was told they 'regularly charge MORE than 'menu price' to 'help offsite the cost of business'. And abruptly stopped communicating with me. I am willing to pay for the food, but not 50% of the cost of my order that was applied as a "Service Fee"! The website did NOT say there was a 50% "Service Fee", nor did it give me a spot to enter tip for driver. I would like to file Complaint against FAVOR, and warn other unaware patrons from being exploited and GROSSLY OVERCHAGED. I would also like 'Service Fee' returned.

  Business response

  02/16/2024

  Thank you for your feedback. At the end of each Favor selection, there is a itemized breakdown of all of Favors fees. You can see or edit the tip after the order is complete as you have the choice to leave what you want to leave. We are also happy to walk through those fees and breakdown for you if you want to reach back out to our Support team. We are always here to help 

• Initial Complaint

  01/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  As a dedicated favor runner. I am absolutely disappointed that I needed to come this far to get a reimbursement from Favor. I've provided proof that I used my personal card and not my favor Runner card for Favor order ID ******** After reaching out to Favor Support and agent unwilling to escalate my issue to a supervisor the agent told me they can't provide a reimbursement. This is plain out theft and I expect better as a person and favor runner. I used my personal funds to complete this order and was never reimbursed at all. Please kindly reimburse my hard earned money!

  Business response

  02/16/2024

  Hi there, we are so sorry to hear about this. Our team usually investigates each of these claims 1 by 1 and if all looks right, they will take the proper steps. I would advise you reach out once more to our Support team for more information, we will be happy to help.

• Initial Complaint

  01/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5 January I placed an order through Favor for ********** After an hour of the order runner ************** and no one picking it up I canceled it. I was notified that I would be charged $15. I agreed and canceled anyways. The original cost of the order Was $37. Now they have charged my bank account $57 and some change. Of course there is no way to get a hold of them. This company is a straight up scam.

  Business response

  01/19/2024

  Thank you for your feedback. After reviewing your order, I am showing you should have received a final charge of $15 for the cancellation of the order. if you have been charged more than that, you can reach out to our Support team through your app or through our webpage and we will be happy to refund anything you should not have been charged. 

*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. ↩