ComplaintsforFavor Delivery

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I politely asked a customer service agent that I have specific order notes that an English speaking person needs to be able to follow for the delivery to be successful. I am a handicapped person and cannot be wandering around outside looking for my food delivery. My delivery person texted me with a Spanish message. When I inquired with customer service if they could flag my account to not have primarily Spanish speakers run my food, they refused on the grounds of discrimination. This is NOT discrimination. Discrimination would be asserting that NO ONE who speaks primarily Spanish would be allowed to run food for the company. I simply want to be paired with delivery runners who I am certain will understand the order/delivery notes I have provided.

  Business response

  01/18/2024

  Hi there, thank you for your feedback. We do require that runners be able to communicate in English when they run Favors for us. The system however doesnt flag or designate english primary runners since we only require them to be able to speak english in the first place. I am sorry we cannot reach this accommodation for you but if your Runner has issues or gets lost, Support can always help them or you complete your run if for any reason there is an inability to communicate with your Runner. We are here to help!

  Customer response

  01/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***************************

• Initial Complaint

  12/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Dec 22, 2023, I placed an order for favor, the time was 35 mins. Things began to go array when the runner purposely stopped the timer at 18 mins and kept there for longer. Then she called me, to which I missed the call, I called back she answered then denied that she worked for favor. She purposely was running the clock to close I ordered at 9:18PM favor closes at 10PM. If she had done what she was supposed to do, the food would have been delivered on time before close. instead she did not and favor did not refund me after double charging me and then began blame shifting it onto me for canceling the order because their runner was playing games. ****** from customer support DID NOT want to help me, and did not show any sympathy and instead decided to blame me for it.

  Business response

  01/18/2024

  Thank you for this feedback.I reviewed your account and did see that you cancelled the order before reaching out to Favor. We would have contacted the Runner to see what was going on. They dont really add time to the order by choice since it doesnt really benefit them, they are paid by delivery not by hour. Youre welcome to contact us anytime and we will look into your issue to resolve it. I hope this has been helpful. 

• Initial Complaint

  12/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am filing a complaint in Favor for false advertisement. 12/22/2023 at 11:16am I received an email from Favor stating Dont forget to use code LD43-Q97K for $15 off local restaurant delivery by Sunday, December 24. I had an account already made but the app was uninstalled. Since I would receive a discount I reinstalled the app to order some food but when I to press order now on the email it took me to the app and stated Code LD43-Q97K Not Applied You're not eligible for this particular offer. Keep an eye out for other exciting promos in your area.So Im just a little disturbed that I did all that redownloading app and resetting password for them to just false advertise in the email. Thats bad business.

  Business response

  12/27/2023

  Hello, thank you for your feedback. You will need to reach out to our Support team directly for this issue and they can help you with it. It appears the order you placed and then cancelled when you originally opened the account may be causing an issue. Our Support team can help you here tho, just reach out to them through your app to connect and they will help you. 

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Favor Delivery regarding a recent experience that has left me dissatisfied and concerned about the integrity of their services. On 12/11/23, I placed an order through Favor Delivery for shrimp and grits from ***********************. I have been a loyal customer of ******************** for over eight years. The issue arose when the pricing for the meal, initially advertised as approximately $32, resulted in a final calculation of approximately $50 after factoring in various undisclosed fees.Specifically, the 15% fee was not disclosed on the payment page, which contributed to the discrepancy between the advertised and final price. Immediately upon noticing the discrepancy, I reached out to Favor Delivery via text to address the issue. I explained the situation and even provided a screenshot of the fees displayed when I accepted payment. Regrettably, the customer service representative I communicated with appeared to be incompetent and took no action to rectify the situation. I had specifically requested a credit of $4.50, as the additional 15% fee was not disclosed on the payment screen, and I expected transparency in pricing.Unfortunately, my concerns were not addressed, and I was left with a higher-than-anticipated charge for my order.This experience has been not only frustrating but also concerning, as it raises questions about the accuracy of Favor Delivery's pricing practices and the effectiveness of their customer service. I believe it is essential for businesses to uphold transparency and address customer concerns promptly. Enclosed with this letter, please find supporting documentation, including the initial advertised price, and the final calculation.I kindly request your assistance in investigating this matter and facilitating a resolution with Favor Delivery. Additionally, I would appreciate any guidance you can provide on how to address this issue and ensure transparent business practices moving forward.

  Business response

  12/27/2023

  Thank you for your feedback. You would need to reach out to our Support team directly to discuss charge discrepancies. We are always happy to explain anything we can as well as provide you with receipts for purchases. Feel free to connect with us through the App or our website and we can look at what happened. We look forward to hearing from you soon 

  Customer response

  12/27/2023

  Complaint: 20992693
  
  I am rejecting this response because:
  
  Regards,
  
  *******************************

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Yesterday I ordered a meal from Kentucky Fried chicken. There was no place on the order form for me to choose a tip. After getting my meal, I found they had charged me a 6 dollar tip which I cannot afford. When I tried to complain, there was no way to do so. I am 84, handicapped, and on a strict budget. I have been dealing with this problem since *****. Sometimes I could edit their tip, now it's impossible. I do not believe what they are doing is legal because they say that you can always edit the tip. The fact is, you can't. They are bilking the public with their system.

  Business response

  12/11/2023

  Thank you for reaching out. You can actually edit your tip amount for up to 24 hours after the order is delivered. You do so by going to the order after delivery and selecting complete payment. It will then ask you what tip you would like to leave and you can select the amount. You can also email into us to make that adjustment as well. We are here to help you!

• Initial Complaint

  11/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My son has been earning money as a "Runner" for the service Favor. On November 22nd at 9:01 AM he received an email outlining an incentive program to promote other people to be Runners for Favor.He forwarded the email to me which included a link and a promotion code, in which I tried to sign **. In doing so I ran into an error and contacted their email customer service.Working with customer service, they stated an account had been found in created in 2020 for me and due to this could not honor the referral program. Noting the confusion between Favor accounts used to order and "Run" I outlined to the CS agent this account was not created with the intent to Run and had never been used in that capacity. I also requested the issue be escalated and to speak with someone via phone.I further pointed out that in the referral sign up process, there is a link provided on the page stating, "Have an account? Sign in" which would imply having an account previously created and unused would not disqualify.I was denied the escalation or the option to speak with someone on the phone which I found to be poor customer service.At the end of the day, a promotion as such is incentive to have people participate. So it just seems to be poor customer service that there is no escalation process in which a manager can assess clear intent and make a manual override.This was highly disappointing!

  Business response

  11/29/2023

  Hi there, I have reviewed this feedback and the information provided. Unfortunately, due to you having an already created account, regardless of intent, this does indeed disqualify you from the incentive program. We have to ask all users to use one account and one account only, this prevents Runners from having multiple accounts at once. The system wont override this. Thank you for you understanding. 

  Customer response

  11/30/2023

  Complaint: 20928922
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************************

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Delivery driver assigned had just messed up my order on a previous delivery. They delivered to the wrong house. Upon seeing that driver was assigned to my re-order I cancelled. Not sure what that person may do to my food. Total was ***** approximately for the order. I was charged a ***** cancellation fee. That fee is extremely high. I will no longer do business with favor. I had a good reason to cancel and they should refund the high fee. They refused to do so. I felt ripped off, my choice was to have food delivered by someone who I just had an issue with or pay a ***** fee. Not much of a choice. Unfortunate as I really wanted the like favor. I did not cost the driver an opportunity, he did with his poor service.

  Business response

  12/01/2023

  Thank you for your feedback. Unfortunately, once a driver is assigned to your order then there is a cancellation fee. I do understand your concern but Runners do make mistakes sometimes. We let them know the results in effort to increase their service on their future Favors but we can't assume because there was an error on one, there will be an error on another. I hope this helps clear things up. 

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a purchase with Favor, I have done business with them since they very first started because Im handicapped and the service to me as so wonderful but on this last order to Dairy Queen they were paid and I showed him proof through my bank that they were paid and I still have not let me get back on to be able to use the service so if yall could do some thing or help me resolve the problem I would truly appreciate it. Sincerely, *************************.

  Business response

  11/08/2023

  Thank you for your feedback. The reason your account was deactivated was because you disputed an order to your bank after it was delivered to you resulting in a chargeback to Favor for your order. This is against our terms and conditions which is why your account was deactivated. I see that on 10/31, we reached out to you with next steps in this process. I would suggest following those instructions and continuing to correspond with our Trust and Safety team. As of now, this order still shows as disputed and unpaid in our system and until that is reversed, your account would remain deactivated. I hope this helps. 

• Initial Complaint

  11/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered 2 times delivered to wrong address 2 times. Will not be using this company ever again. Bad excuse of a company.

  Business response

  11/08/2023

  Thank you for reaching out. I was only able to locate one account with us under the name, phone and email and that account did not have any previous orders on it. Therefore, I am un able to validate or resolve your issue. If you would like, you can reach out to us directly. It is our policy to provide refunds for any orders that are delivered to the wrong address however, I wasnt able to find any orders at all. We hope to hear from you soon. 

• Initial Complaint

  11/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  When trying to update my phone number on my Runner account ********************** deactivated me for creating multiple accounts. Once I asked for proof of these "multiple accounts" all communication has stopped. I know for a fact have not done what they are accusing me of so either they are making false allegations or my personal information has been compromised.If my information is being used without my knowledge this is something I need to know immediately, Either way they need to respond. You can't accuse someone of fraudlent behavior with zero proof. I have emailed them 4 times asking for disclosure of how they were able to come to the conclusion I created these multiple accounts with no response. It's highly unprofessional and I am surprised HEB allows this to happen with a company that own. As I told them in the email I will be reaching out to corporate for both HEB and Favor as well as the BBB and an attorney if needed. I want someone to explain to me where they came to the conclusion I have created multiple accounts.

  Business response

  11/08/2023

  Hi there, thank you for your feedback. Our Trust and Safety team looks in depth at all of our accounts before they make those decisions. They should have reached out to you via email to inform you and you can communicate back and forth with them through that email. Since they have all the details, thats the best way to get this straightened out. Let us know if we can do anything else for you.  

*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. ↩