In recent months, meal delivery service Factor75 (also known as Factor_ or Factor Meals) has faced a growing wave of customer complaints across multiple review platforms. With hundreds of formal complaints filed with the Better Business Bureau and thousands of negative reviews online, many consumers are questioning whether the company’s subscription-based meal service is legitimate or engaging in deceptive scam business practices. This article investigates the mounting concerns surrounding Factor Meals and what consumers should know before signing up.
What Is Factor75 (Factor Meals)?
Factor75 is a subscription-based meal delivery service that provides fully prepared, ready-to-heat meals marketed primarily to health-conscious consumers. The company’s meals are chef-prepared and designed to align with various dietary preferences, including keto, paleo, low-carb, and plant-based options.
Founded in 2013, Factor75 was acquired by HelloFresh in 2020 for approximately $277 million, joining a portfolio that includes other meal delivery services like EveryPlate, Green Chef, and Chef’s Plate. The company operates its headquarters in Batavia, Illinois, and ships to customers throughout the contiguous United States.
Unlike meal kit services that send ingredients for customers to cook themselves, Factor75 delivers fully cooked meals that only require heating. This convenience-focused approach has made it popular among busy professionals, those with limited cooking abilities, and individuals following specific dietary regimens.
How Factor75 Works
Factor75 operates on a subscription model with the following process:
- Sign-up and account creation: Customers create an account, provide payment information, and select their preferred number of meals per week.
- Meal selection: Subscribers can choose from a rotating weekly menu of approximately 30+ meal options, with prices typically ranging from $11-15 per meal, depending on the subscription plan.
- Delivery: Meals are shipped in insulated boxes with ice packs and arrive on a designated delivery day.
- Consumption: Meals are stored in the refrigerator and can be heated in the microwave within minutes.
- Subscription management: Customers can skip weeks, change meal quantities, or cancel their subscription through their online account.
This streamlined approach promises convenience and healthy eating without the time investment of cooking. However, the subscription structure is at the center of many customer complaints.
The Mounting Customer Complaints
The Better Business Bureau (BBB) currently lists Factor75’s average review rating at a concerning 1.12 out of 5 stars based on 543 customer reviews. Additionally, the BBB reports 956 total complaints filed against the company in the past three years, with 275 complaints closed just in the last 12 months. Similarly, while Factor75 maintains a 3.8/5 star rating on Trustpilot across all reviews, recent reviews skew significantly more negative.
The most common customer complaints fall into several consistent categories:
1. Unauthorized Charges and Billing Issues
The single most frequent complaint involves customers being charged without their explicit consent. Numerous customers report:
- Being charged simply for browsing the website or creating an account to view meal options
- Finding their accounts reactivated and charged after logging in to a previously canceled account
- Having weeks they had “skipped” mysteriously become “unskipped” and being charged
- Being unable to cancel upcoming deliveries even immediately after creating an account
As one BBB reviewer described: “I went on to view plans, get an idea of pricing. I decided it was too much and didn’t finish placing an order only to discover the next day they had charged me and were shipping an order I never approved or finalized.”
2. Cancellation Difficulties
Closely related to billing issues are widespread reports of difficulty canceling subscriptions:
- Customers report having to call multiple times to cancel
- Representatives allegedly hanging up when customers request cancellation
- Being told they must accept (and pay for) another delivery before cancellation can take effect
- Finding their accounts still active despite receiving cancellation confirmations
A BBB complainant wrote: “I canceled my membership and my subscription and all the orders I put in there as soon as I created the account and they’re still trying to take money out of my debit card for my first box that I thought I already canceled.”
3. Questionable Account Practices
Multiple customers have reported concerning practices related to account creation and management:
- Some customers allege Factor75 created secondary accounts without permission
- Several reviewers claim the company obtained and used email addresses they never provided
- Multiple individuals report receiving “thank you for your order” emails despite never ordering
- Website systems reportedly revert changes to meal selections without notification
One reviewer stated: “Factor75 created a 2nd account, without my knowledge, using the email address associated with my home internet service (an email address NEVER used for anything).”
4. Customer Service Issues
When attempting to resolve the above issues, customers frequently report:
- Long wait times for customer service
- Representatives who cannot or will not provide refunds
- Contradictory information from different service agents
- Promised credits that are never applied
This pattern suggests systemic customer service problems rather than isolated incidents.
5. Food Quality and Value Concerns
While less prevalent than billing complaints, many customers also express dissatisfaction with the product itself:
- Small portion sizes, particularly for vegetables and side dishes
- High sodium content
- Meals described variously as “bland,” “rubbery,” or “inedible”
- Concerns about value for the price (typically $11-15 per meal)
Scam Allegations: Are They Valid?
While Factor75 is a legitimate registered business with real products, many customer complaints use the word “scam” to describe its business practices. These allegations center primarily around:
- Deceptive sign-up process: Many customers claim the website design makes it too easy to accidentally place an order or creates the impression that cancellation is simpler than it actually is.
- Difficulty canceling: The numerous reports of cancellation issues suggest either poor systems design or potentially deliberate barriers to ending subscriptions.
- Unauthorized charges: The volume of complaints about charges for meals customers didn’t explicitly order is concerning.
- Misleading communications: Many recent Trustpilot reviews mention receiving “thank you for your order” emails and review requests despite never placing orders, suggesting potentially misleading communication practices.
Factor75’s responses to BBB complaints follow a consistent pattern of stating they’ve “reached out to the customer directly to resolve their concerns” without addressing the systemic nature of the issues. Many complaints are subsequently marked as “resolved,” indicating the company does respond to formal complaints, though often only after customers have exhausted other options.
Red Flags and Warning Signs
For consumers considering Factor75 or similar subscription meal services, several red flags emerge from the complaint patterns:
1. Required Payment Information to Browse
Factor75 requires entering payment details before you can view meal options or pricing details. This practice deviates from industry standards and has led to many customers being charged for meals they were only researching.
2. Unclear Cancellation Procedures
The company’s cancellation process appears to be unnecessarily complex, with different representatives providing contradictory information about deadlines and procedures.
3. Account Reactivation Without Consent
Multiple customers report having dormant accounts reactivated simply by logging in to check the site, resulting in unexpected charges.
4. Automated Meal Selection
If customers don’t actively select meals for upcoming weeks, Factor75 automatically selects meals and processes payment, often without adequate notification.
5. Promotional Credits That Don’t Apply
Customers frequently report that promised credits or discounts don’t automatically apply to orders as expected, resulting in unexpected charges.
How to Protect Yourself
If you’re considering Factor75 or are already a customer, consider these protective measures:
For Prospective Customers:
- Research thoroughly: Read recent reviews on multiple platforms before signing up.
- Use caution with payment information: Consider using a virtual credit card with spending limits if you must provide payment details to browse options.
- Document everything: Take screenshots of your selections and cancellations.
- Read the fine print: Pay close attention to subscription terms, particularly regarding cancellation deadlines and automatic selection of meals.
For Current Customers:
- Monitor your account: Check your account weekly to ensure weeks you’ve skipped remain skipped.
- Document all cancellation attempts: Record dates, times, and names of representatives you speak with.
- Consider credit card disputes: If you’re charged for meals you didn’t order after attempting to cancel, consider disputing the charge with your credit card company.
- File formal complaints: If issues persist, file complaints with the BBB and your state’s consumer protection agency.
What To Do If You’ve Experienced Issues
If you’ve experienced problems with Factor75 or similar services, consider these steps:
- Contact customer service directly: Despite the complaints, some issues do get resolved through direct contact.
- Document everything: Keep records of all communications, charges, and cancellation attempts.
- File a complaint with the BBB: Many customers report eventually receiving resolution after filing formal complaints.
- Contact your credit card company: Consider disputing unauthorized charges.
- Report to the FTC: The Federal Trade Commission handles complaints about deceptive business practices.
Frequently Asked Questions
1. Is Factor75 Legitimate?
Factor75 is a registered business selling real products, so it is legitimate in that sense. However, the company has received hundreds of complaints regarding its billing and cancellation practices, which many customers characterize as deceptive.
2. Why Can’t I Log In to Factor Meals?
Many customers report difficulties accessing their Factor75 accounts. If you’re experiencing login issues, contact customer service directly at 888-573-5727. However, be aware that simply logging into an old account has reportedly triggered reactivation and charges for some customers.
3. How Much Do Factor Meals Cost Per Week?
Factor75’s pricing varies based on the number of meals ordered:
- 4 meals per week: approximately $15/meal (about $60/week)
- 6 meals per week: approximately $13.50/meal (about $81/week)
- 8 meals per week: approximately $12.50/meal (about $100/week)
- 10 meals per week: approximately $12/meal (about $120/week)
- 12 meals per week: approximately $11.50/meal (about $138/week)
Prices may vary based on promotions and add-ons.
4. How Do I Cancel Factor Meals?
According to Factor75’s terms, you must cancel at least 5 days before your next scheduled delivery. To cancel:
- Log into your account
- Navigate to “Manage Subscription”
- Select “Cancel Subscription”
- Follow the cancellation prompts
However, many customers report difficulties with this process and recommend also calling customer service directly and documenting all cancellation attempts.
5. Are the Factor_ Meals Worth the Price?
Customer opinions are divided. While some customers find the convenience and quality worth the price, many reviews mention small portion sizes and inconsistent quality that don’t justify the $11-15 per meal cost.
Conclusion
While Factor75 provides a service that some customers appreciate, the volume and consistency of complaints regarding billing practices, cancellation difficulties, and account management raise significant concerns. The company’s BBB rating of 1.12/5 stars and hundreds of formal complaints suggest systemic issues rather than isolated incidents.
For consumers interested in prepared meal delivery services, these complaints highlight the importance of thoroughly researching any subscription-based company, carefully reading terms of service, and taking protective measures like using limited-exposure payment methods.
Before signing up with Factor75 or similar services, consumers should weigh the convenience against the potential hassles reported by numerous customers. For those already experiencing issues with the company, persistence through formal complaint channels appears to be the most effective route to resolution.
Remember that in the subscription economy, the easiest way to avoid problems is to be vigilant about what services you sign up for and to thoroughly understand cancellation procedures before providing payment information.
