FactoryOutletStore

To Whom This May Concern,
We are sending out [redacted] to pick up the package from the customer.  We have tried to work with this customer and could not therefore we placed them into Collections for the return of our merchandise.
Once the item is returned this customer will be...

removed from any proceedings currently ongoing.
Customer Relations Department

Revdex.com:
At this time, I have not been contacted by FactoryOutletStore.com regarding complaint ID [redacted].
Sincerely,
[redacted]

Revdex.com:
I reviewed the response from the business in reference to complaint ID [redacted].   I wish to point out that, at NO time, did the Merchant ask that I continue to wait for the package, as stated in their response.  Rather, when it became obvious that DHL had lost the package - by its own admission - and given the Merchant's reluctance to deal in good faith, I provided all necessary back-up to my credit card company, who refunded my money without further delay.
Accordingly, I consider this matter closed and wish to thank the Revdex.com for its assistance. 
Sincerely,
[redacted]

To Whom This Concern:
We regret that situation with this package being damaged and returned.
The customer's paypal account will be refunded within the next 5 Business days.
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
(I do accept the refund ) but I just checked my bank online STILL not refunded, I underatand that it might take few days to be in the account. Would like to know how many days exactly it takes to be fully refunded? I can attach prove that I still didnt get any refund yet. 
Many thanks for your help, I really appreciate it 
Sincerely,
[redacted]

To Whom This May Concern,
We regret that our customer was not happy with the purchase made with us.
After reviewing the complaint along with the notation history we sincerely apologize that the Agent ordered the incorrect colored item .. as we look further into the...

order we do see that the order was made on 5/*/14 @ 1:26PM and was sent to the warehouse at 2:33PM.  Once the order is sent to the warehouse we are not able to call it back .. this is almost like a needle in a haystack search as we ship thousands of packages daily.  Customer contacted us at 3:43PM to state that he was ordered the incorrect item .. and again we were not able to cancel or change the item as the order was previously send to the warehouse - the attempt was made but to no avail.
Customer can feel free to REFUSE THE PACKAGE DELIVERY and the item will return to our shipping warehouse .. at which time it will be processed for a refund.
If you have any further questions please feel free to contact our Customer Relations Department Monday thru Friday at 9am to 4pm Eastern/Standard at ###-###-####.
Customer Relations Department

To Whom This May Concern,
We regret that our customer is not happy with the purchase made with us.  After reviewing the complaint made by our customer as well as the notation history we do show that the customer did receive exactly what was ordered without any items missing. ...


Customer did not purchase the [redacted] and that item was not included in our package.  We will review our website for any misinformation and fix if the need arise.  we would also offer a discount on the item should the customer choose to purchase. 
If you have any further questions please feel free to contact our Customer Relations Department at ###-###-#### Monday thru Friday 9am to 4pm Eastern/Standard.
Customer Relations Department
[redacted]Revdex.com PLEASE NOTE - THIS MESSAGE WILL REPEAT[redacted]

To Whom This May Concern,
We regret the situation that was caused with the shipping and have refunded the $39.90 for the items that are being returned to us.
If you have any questions please feel free to contact our Customer Relations Department at ###-###-#### Monday...

thru Friday 9am to 4pm Eastern/Standard.

To Whom This May Concern,
We regret that our customer was not happy with the purchase made with us here at the [redacted]
Our customer placed 2 separate orders and did an exchange on one of the orders.  The first order was previously refunded the full...

purchase price on 2/**/14 and the 2nd order was successfully exchanged on 2/**/14.  No further refund/charges are due on either of the orders placed.
We do not send our customer's receipts in the box with the item - it is emailed to our customer directly - we have since re-emailed a copy of the order receipt for both orders to the customer's email address on file.
If you have any further questions and/or concerns please feel free to contact our Customer Relations Department at [redacted] Monday thru Friday 9am to 4pm Eastern/Standard.
Customer Relations Department

To Whom This May Concern,
We regret that the package has not arrived to your location as of date.
We do not show that this person attempted to call our Customer Service Center at any point and this order was placed via our online shopping cart.
As...

customer stated the package was shipped and notification was sent .. DHL Tracking #[redacted] shows that the package has not moved .. customer did not contact us via phone nor DHL to let anyone know that there was an issue with the package.
We will contact DHL immediately and will work with them to retain our item and will refund this customer the purchase price of the item.
Customer Relations

To Whom This May Concern,
We regret that the customer is not happy
with the purchase made with us and see that they are returning the item
as they do not like the functionality. 
Our Return Policy is listed on the website where the customer placed this order and also on the order invoice that says:
"Policies & Procedures: You have read and agree to all of our Policies & Procedures regarding exchanges, returns, etc."
If
this customer was already told to return the merchandise and they would
be refunded the full purchase price of the order .. then this complaint
was already taken care of.
If you have any questions please feel
free to contact our US Based Customer Relations Department at
###-###-#### Monday thru Friday 9am to 4pm Eastern/Standard.
Customer Relations Department
###-###-####

To Whom This May Concern,We sincerely
apologize for the inconvenience that this may have caused you.  We are here to help you in any way possible
but we do see that you have not contacted us since placing the order to...

alert
us of any issues with the item.  Our phone number is listed on the order screen as well as your receipt.  We do see that you have a total of 4 orders with us and appreciate your business.
We've went
ahead and emailed you a set of return directions to send the item back to us
for inspection and consequent full refund.
If
you have any questions please feel free to contact our Customer Relations
Department - Monday thru Friday - between the hours of 9am and 4pm
Eastern/Standard at ###-###-#### so that one of our Customer Care Agents can
assist you further.

We hold different billing and shipping to a very high fraud screening and regret that you felt it was a waste of your time.  We hear everything our customers complain about and make decisions that are best suited not only for us but for the 1000s of orders we review daily.
We are not here to argue with our customer but explain why something was done and apologize for the issues you experience because of the situation.
We would be more than happy to help in any way that we can with your purchase .. please feel free to contact our Customer Relations Department - Monday thru Friday - 9am until 4pm Eastern/Standard at ###-###-#### for any assistance needed.

To Whom This May Concern,We show that we are in touch with our customer and mutually resolved this issue on 9/**/15.Please feel free to contact our US Based Customer Relations Department at ###-###-#### Monday thru Friday 9am to 4pm Eastern/Standard if you would like to discuss this further.Customer Relations Department###-###-####

Revdex.com:
Hello,
Instead of sendig me the shipping label as they did previously, they scheduled a UPS pickup. I happened to be home and the shipment is on the way to them as they indicated.
The case is not however resolved yet, until the full credit is issued to my credit card.
Therefore, please do not close the case yet, until the refound is issued.
Thank you very much for your assistance in this matter. Your intervention has made the diference.
Sincerely,
[redacted]

To Whom This May Concern,
We regret the issues facing our customer currently and show that we emailed the return slip to the customer a total of THREE TIMES to the email address listed on file.
We re-processed today - please have the package ready for UPS within the...

next 24 to 48hrs - [redacted].
Customer Relations Department
[redacted]

To Whom This May Concern,
We strive relentlessly to achieve customer satisfaction and sincerely apologize about our resolution on time.
We have sent out the Oradell™ Plush King Size and at a discounted price of...

$481.23 as a courtesy.Please let us know if you are satisfied with the resolution and would love to hear back from you regarding your satisfaction at your convenience.Thanks & Regards Team MattressFactoryOutletStore.com

I ordered 2 new radar detectors from FactoryOutletStore. They sent a new detector and a furbished detector without the mounting bracket. I called about the missing bracket they told me to sent the whole unit back and they would send a new unit. I told them that was unacceptable and they need to do something about it. After 2 phone calls and much harassment they sent the bracket. I plugged the detector in and drove 50 plus miles to find the detector doesn't work at all. They agreed to send another one after they charge me for a new one and told me I would get a refund upon return of the old one. I looked at the invoice they emailed for the new one and it was 10.00 more plus I was told they would sent a tracking slip for the one detector and I never got it I had to pay for my own return slip. I am sick and tired of this place and will never order here again.

Review: The issue is non-delivery of order #[redacted] for 3 Whirlpool refrigerator water filters. I made the order on March [redacted], 2015. My credit card was charged $83.80 on the same day, and nothing happened for the next month. When I called in early April to check, I was told it would be another 10 days to 2 weeks. Two weeks, later, April [redacted]. I called again and was told exactly the same thing again. This is clearly a scam and the company apparently has no intent to deliver the product.Desired Settlement: In view of the six week delay in delivery of my order or 3 Whirlpool water filters, cancel my order and refund the $83.80 they charged on my credit card.

Business

Response:

Thank you for ordering with us here at the FactoryOutletStore. We apologize for the inconvenience that this has caused you.Unfortunately, the item purchased went on a Temporary Backorder due to the popularity of the item and we sincerely apologize that the item was not available. The Backorder on the item has since been extended – regrettably, we were not able to fill your order. Your order was refunded the full purchase price with [redacted] Transaction ID [redacted].If you would like to contact us at your convenience please feel free to call ###-###-#### Monday thru Friday 9am to 4pm Eastern/Standard and we will be more than happy to assist.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: When we contacted The [redacted] in regards to our claim, they sent us the information to file with Simmons as they don't do the claims resolution.

We have been complaining about the bed since Jan. **, 2016 and only took delivery on Nov. *, 2015. We told them that we were within our 120 days and they kept putting me off and saying that they’d contact me. I called them over 20 times (I have cell phone records verifying this) and only received warranty information after stating that I’d contact the Attorney General’s Office and the Revdex.com. We ordered the Douglas Plush and if that wasn’t available the Brianna. They sent us the North Plainfield Plush which is a cheaper mattress and not what we ordered.

We did contact you several times within the 120 days (the first time on Jan **, 2016 after receiving the mattress on Nov. *, 2015) and kept getting put off by Oscar who said he'd get back to us. We advised him the mattress was too soft and when we laid on it the sheets came off. I'll speak with my wife about the exchange. Thank you for getting back to us.

e have received nothing but the run around from your company and Simmons on this issue. We have been complaining and being put off by Oscar and promised emails and phone calls and none ever came. The only contact that I had was when I initiated it.

What are you going to do about my dissatisfaction. I have a Grays Bay in Queen Size that after 5 years still looks and sleeps like new. This mattress sleeps like it's 20 years old. We received it on November *, 2015 and I started contacting you on January **, 2016 well within the 120-day satisfaction guarantee.

Please contact me to resolve this issue or I will file complaints with the Minnesota Attorney General's Office of Consumer Affairs and the Revdex.com.

I'd like to settle this amicably and even offered to pay for the upgrade to a better mattress.

The above were emails that I had sent to the [redacted]. I have a listing of the times I called (I used my cell phone for records) and the first time I put it in writing was on March *, 2016 after receiving the mattress on November *, 2015. So even this was within the 120 day guarantee.

We were put off and told by Oscar on January **, 2016 that we would be contacted by the warranty department. We were never contacted and over the next 6 weeks I called no less than 20 times and kept getting told that they'd be back in touch. Only after threatening to call the Revdex.com and MN Attorney General's Office did we get contacted by warranty service. They told us to contact Simmons, who told us that the company that sold us the bed would be responsible. I have all this in writing.Desired Settlement: At this point they are trying to put us in a bed that we didn't ask for for . We asked for a specific bed when we ordered the bed and received a lesser one for $799.95 and now want us to pay the following: he Brianna equivalent that we carry is Simmons Fair Lawn Luxury Firm Rating #3 on a scale of 1-10 , with 1 being the firmest.

Please review the fees and let us know if you would like set up exchange.

Difference in price : $220

Processing Fees : $199.75 (25% of original order $799.95* 25% )

Delivery fee : $150

Disposal fee : $150

Total : $639.75

As a courtesy and to save you some of the cost , we can allow you to keep the existing mattress for a guest room or any other purpose you may have. This will also eliminate the disposal fee ( they get thrown out to the trash )

Therefore the new total would be less $150.

The new total would be $489.75 , and you would also keep the existing mattress to enhance the value of your purchase. This would be more than the bed would have cost in a regular store.

When we ordered the bed we were told 7 days delivery. We ordered it on 10/**/2015 and it arrived 11/*/2015. We just want to be done with this and get our money back. This has been a nightmare. Even on their order it states that we were to receive the Douglas Plush and they did not send that mattress to us.

Business

Response:

To Whom This May Concern,We regret that our customer was not happy with the purchase made with us and sincerely apologize about the inconvenience that this has caused. Per our Policies & Procedures, all sales are final and can not be returned for refund. Mattress can only be exchanged under the Comfort Exchange Policy. After reviewing this complaint along with our notation history we do show that we are working with our customer on this issue and will continue to do so until our customer is one of our many satisfied customers. We did receive a signed "Bill of Landing" that states our customer received the order in excellent condition as ordered.If you have any further questions and/or comments please feel free to contact us directly at ###-###-#### Monday thru Friday 9am to 4pm Eastern/Standard.Customer Relations Department

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.They, after filing the complaint, agreed to let me upgrade to the mattress which would work for me. It took the Revdex.com getting involved to get this to happen. Thank you for your assistance and our new bed should arrive in the next 7 days.

Sincerely,