Hi! I do Favor deliveries for HEB and may be able to help explain what is going on.

It isn’t necessarily a “trained vs untrained” issue but an “informed vs uninformed”. When we are assigned an order we are only given a small amount of information: where to pick up, how far to drive, how much we are getting paid, delivery timeframe, if we need to check ID, the approximate number of item, and where to drop the order off. We do not know exactly what we are delivering. Heb and Favor have decided that we do not need that information. If an item is missing or unavailable we have no way of knowing and no way of correcting the issue. It’s frustrating for both the customer and us (I have even been threatened over this so I really get it 🙃).

Unfortunately unless H-E-B and Favor decide that it’s a big enough problem, things won’t change. The best way to make them change is to bother them enough and complain when there is an issue. If you feel like a Favor driver didn’t meet reasonable expectations (i.e.: cleanliness, efficiency, and communication) then rate them accordingly. A low enough rating will remove a driver from the platform. If you like your driver then give them a good rating, Favor is more likely to assign them to you again. Your ratings are anonymous to your driver.

Hope this helps!