Factor 75 review: The Factor customer service when delivery was not received

We have invested in this meal plan and wanted a good long-term relationship - we are ordering 12 meals a week. Unfortunately, this has been compromised by their customer service who could not resolve a delivery problem and then assured compensation for our issues and then reneged on it. What?

We did not receive our food for the week and began calling that evening and they kept saying it would be here the next day and we would get that week compensated as well as an additional week for all the trouble. First, we never got the delivery! No one ever contacted us and we had to keep calling and even offered to pick up the food if they could locate it. You cannot get more accommodating that we were - they still never contacted us and did not resolve the issue, no food was received.

Issue two - they promised us credit - not a refund - for the food that did not arrive as well as an additional week credit for the inconvenience. We were charged for the food we did not get... so as we called customer service numerous times, they assured a credit for the food we paid for as well as a free week of food and this was a blatant lie. We did not even asked for an additional week - they promised it for our inconvenience which is what they should have done but then they just lied and did not give us any compensation.

They kept the money from the week we did not receive food including the shipping and charged us shipping for the next week which should have been credited and gave us no additional credit as promised. I am easy to work with and do not want handouts but I do expect what is promised and we should have gotten the next week that we had already paid as well as one additional week - we did not. I asked to speak to a supervisor which I had done before and it was denied. I have it recorded! First, we want a reliable delivery and for the company to resolve delivery issues in a timely manner and contact us with updates and good support and that never happened. Secondly, we expect to be given what was promised - the food credit that was paid for with shipping and the additional week of compensation.

We must have spent 5 plus hours on the phone trying to get issues resolved and no one every followed up as they promised and then they did not give the promised credits. They just lied - over and over and over! We kept trying to work things out and genuinely like the food but if I did my job this way - people would die since I work in an emergency room - that is true perspective. Whatever the job - do it! Unfortunately there is no malpractice for the service industry so we just get lied to have to accept it - shame on them!. I was even going to give this service as Christmas presents to older relatives that could use it but I can't now...they would be depending on it and who knows if they would get it. The company has great potential if they just invest in the customers that are investing in them.