FactoryOutletStore

Review: We purchased 8 phones from FactoryOutletStore on Jan **, 2014. With the order, we were promised to receive wall mounts for the phones. We did not receive them and furthermore, 4 of the phones did not work and non of them would hold a charge if not plugged in. After attempting to contact FactoryOutletStore six times and being promised a return call back from a manager we opted to return / exchange the 4 phones that didn't work at all and see if we would get wall mounts with the exchange - this cost us an additional $24. When we received the 4 phones back, none of the batteries worked on these phones either. After attempting to call again and being promised a return call back, we still have not heard from anyone and cannot get the batteries to make the phones work or the wall mounts to hang them.Desired Settlement: We would like 8 new batteries and 4 wall mounts for the phones that we purchased.

Business

Response:

To Whom This May Concern,

We regret that our customer was not happy with the purchase made with us.

After reviewing the complaint made by our customer as well as our notation history I do see that a [redacted] called the customer back on 1/**/14 around 1:59pm and left a message for the customer to contact us as they were not available to take our call.

I do see that this customer purchased the Factory Serviced models and our website explains that some of these products may be missing minor accessories such as the wall mount. Customer can contact Panasonic directly at [redacted] to inquire about obtaining wall mounts for their model phones.

We further understand that our customer would like replacement batteries and will have them shipped out to their shipping address immediately. Please allow 7 to 10 business days for the replacement batteries to arrive.

If you have any questions and/or comment please feel free to contact our Customer Relations Department Monday thru Friday 9am to 4pm Eastern/Standard at ###-###-####.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because the phones that we received have not been refurbished! We ordered 8 phones,4 of these were suppose to have wall mounts. The following is the add from the website in which we purchased the phones:

Panasonic KX-TGA420B

Corded Handset (4 Line)

•2.4GHz Corded / Cordless Desk Extension

•2-4 Line Operation

•Caller ID / Call Waiting

•Digital Duplex Speakerphone

•30 Station Name / Number Caller ID Memory

•50 Station Phone Directory / Dialer

•3-Way Conferencing

•Wall Mountable/Mount Included

As you can see from the above - the wall mounts are suppose to be included!!! We should not have to contact the manufacturer for something that FactoryOutletStore states will be provided! Furthermore, the original phones would not register. We sent them back and received phones back with the same issue - they will not register or hold a charge. One even has a broken phone cord plug-in, so the cord will not stay in the handset. Finally, the batteries are bad in all 8 phones!!! In regards to the "supposed" return call from the manager on the [redacted] - that DID NOT happen. A message was not received and scrolling back through return calls from that day, we had no missed calls.

Sincerely,

Business

Response:

To Whom This May Concern,

We regret that our customer was not happy with the purchase made with us.

Please review your order as you did purchase FACTORY SERVICED units .. not BRAND NEW. Our website explains that some

of these products may be missing minor accessories such as the wall

mount. Customer can contact Panasonic directly at [redacted] to

inquire about obtaining wall mounts for their model phones.

The replacement batteries we mailed and delivered:

Delivered On:Tuesday, 02/**/2014 at 12:41 P.M.

Left At:Receiver

Signed By: [redacted]

If you have any questions and/or comment please feel

free to contact our Customer Relations Department Monday thru Friday 9am

to 4pm Eastern/Standard at ###-###-####.

Review: I purchased 2 Jabra GN9125 headsets with lifter on 8-*-13. The 2 headsets arrived and 1 headset did not work. I call to report and find out how to handle the return. I was instructed via email the address to return for an exchange and I did exactly as I was instructed. I tracked the package to find that it was delivered and signed for on 9-*-13 at 1:14 pm however I never received the new headset. When I call to check the status, they said that never received the headset and I should file a claim. I then call the Post Office in Brooklyn ###-###-#### and spoke to a [redacted]. She said that the package was delivered and signed for and that she had received several calls from Factory Outlet customers with this same problem. They tell me that I must get a confirmation and copy of the signature however, [redacted] explains that the company is the only one entitled to that information. [redacted] with Factory Outlet was to call [redacted] at the post office and get the signed confirmation but as of this date she has not and will not accept my calls.Desired Settlement: I simply want my product in a timely manner.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Batteries Factory Outlet Store has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

Review: On December ** I ordered a TravelPro suitcase and paid extra for 2-delivery, as we were leaving the country for a month on January *. When the suitcase had not arrived by January *, eight days after ordering and 5 business days later, I called and cancelled the order by phone and ordered the same suitcase from another company with overnight delivery and it arrived the next day in time for us to pack. On January **, now out of the country for a week, I received an email saying that the suitcase was shipping. As we were unable to make international calls from where we were, we immediately sent an email telling them that we had cancelled the order and asking them to call [redacted] and have the suitcase returned to them, as there was nobody at our home to refuse delivery, nor would there be for another month. [redacted] confirms that, had they been called on January **, they could have not delivered the package and returned it to the sender, as delivery was not scheduled until January **. When we returned home, we discovered that they had not called [redacted] and the package had sat outside our door until a neighbor became concerned and took it into his house. On returning home, I immediately called the company and told them I wanted to return the package. They agreed to accept return, but wanted us to pay for the shipping, even though they had not shipped out the suitcase until two weeks after we ordered it. The manager with whom we spoke claimed that the order indicated that it would take 3 to 5 business days for the item to be shipped. This is false. The order page not only says "same day shipping", but when paying extra clearly says "2 day delivery". In any event, even she was correct, the item was not shipped for NINE business days. In addition, the return label we were sent asks us to sign it and agree, not only to agree to pay the shipping costs, but also to pay a "15% processing fee". Obviously, as we cancelled the order solely because they breached the terms of our agreement to deliver the merchandise in "2 business days", we can not agree to pay what amounts to $70 for their mistakes. In addition, the Fair Trade Practices Act requires that any such "[redacted]" on the order form, and it is not. Accordingly, we have notified the Consumer Protection Agency of their violation. Finally, they indicate that returns are accepted within thirty days, but we have not been in the country for almost all of this time, so we have notified them that if they wish the return to take place in the ** days period, five days form now, they must send us a return label that clearly indicates that we are not being charged for shipping or for "processing". I might point out that, in addition to the Revdex.com website, there are literally hundreds of complaints on the internet about the company charging customers for their mistakes -- sending the wrong merchandise, defective merchandise, delayed merchandise -- and then charging the return shipping fee PLUS 15%! to correct their mistake.Desired Settlement: We expect a full refund including the shipping cost without a 15% additional charge, in addition to them paying the cost of return shipping, plus a waiver of the thirty day period if they can not respond within this time period. We have, of course, explained all of this to [redacted] and provided them with documentation from [redacted] confirming that they could have stopped delivery and a screen-shot of their order page showing that they claim "same day shipping", 2-day delivery for the extra cost, and there is no prominent notification with their return policy that there would be a "15% reprocessing fee".

Business

Response:

To Whom This May Concern,We regret that our customer was not happy with the purchase made with us. Due to the busy holiday shopping season our customer's package was delayed at our warehouse. we sincerely apologize for the inconvenience that this has caused.We understand that situations may occur and appreciate your comment. [redacted] will attempt to pick up the package from our customer within the next 24hours .. once the item is successfully returned and inspected we will be able to refund the full purchase price of the order.If you would like to reach us directly please feel free to call ###-###-#### Monday thru Friday 9am to 4pm Eastern/Standard and we will be more than happy to assist.Customer Relations Department

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:I have not been refunded the entire cost of my purchase, but they have deducted $22.95, I assume for shipping. When they respond that they are refunding "the entire purchase price", they are being misleading, as it is not the total amount we have paid, only the cost of the item. This has been the dispute from the beginning, whether, when they said clearly on the order page that they had "same day shipping" and we paid extra for "two-day delivery" on December **, we should incur any costs when they did not ship out the item until January **, two weeks after the order was placed (clearly not same day shipping) and 9 business days. This was a suitcase that we needed for traveling on January *. Shipping it on January ** with delivery on January **, a week after we've left, clearly is of no use to us and is in breach of the order agreement. We expect a full refund of all costs we incurred as a result of their inability to ship as agreed.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted],We choose not to argue with our customers but instead find a middle ground that will allow for our customer's satisfaction. Please confirm that you have spoken with your [redacted] Customer Service regarding the refund(s) made by us here at the FactoryOutletStore.com. You were previously refunded the total amount collected - $197.90. While we understand your frustration and again sincerely regret this situation .. we do show that the full amount collected has been successfully refunded - $197.90.Customer Relations Department

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Once again, this is typical of the deceptiveness of the company. I have pasted in below the credit I was given on February **. As one can see, it was for $174. It was not until a week later, after a number of complaints with Revdex.com and elsewhere, I now see on checking my [redacted] statement, that the remaining $22.95 in dispute was credited. They did not credit my account $197. They credited it $174, and then, on protest, the remaining $22.95. There claim about consideration for the client could not be more absurd or more wrong. They are "considerate" only after the customer spends a month trying to get his refund.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I originally placed my order on 12/**/15. The website advertised free same day shipping, so I expected the item to ship and arrive quickly.

Days went by and I never received a confirmation email, or notice of shipping. A week later (1/*/2016) I called customer service to check on the status as I was concerned my order had not processed correctly. The representative told me the item I ordered was actually on backorder until mid-January. I was never notified of this, not on the initial product page nor during or after checkout. I decided to wait on the item instead of canceling.

It is now Jan [redacted], and I just called again to check on the order status as it is after "mid-January" and I have not received the item or a shipping notification. The representative I spoke to this time informed me that the item is now on backorder until early February. I explained the entire prolonged story and inconvenience, and asked if there was a way for the company to add expedited shipping to my order once the item became available. This seems reasonable considering I have waited far longer than originally expected for my item.

The representative told me that I could add expedited shipping but would have to pay for it, that I could wait for the item, or that I could cancel the order. None of these do I desire to do. He also said that if I have not received the item or shipping confirmation by the first week in February, the item may have been discontinued and no longer available.

It is completely unacceptable for me to have paid for an item that should have been shipped the same day I ordered it, wait all this time only to have the backorder continue to be extended each time I call customer service, and then to be told I may never receive my item at all. Some sort of action needs to be taken by the business to correct this situation, and communicate more clearly with me if there is a change to my order or delivery estimation.Desired Settlement: Discount on the product due to the inconvenience, and free expedited shipping to get the product to me as soon as it is available. In the case that the product never becomes available, a full refund.

Business

Response:

To Whom This May Concern;We regret that our customer was not happy with the order placed with us here at the [redacted] and sincerely apologize about the inconvenience that this has caused.Unfortunately, the item purchased went on a Temporary Backorder beyond our control and regret that the item is not available. The Backorder on the item has since been extended – regrettably we explained the situation to our customer on 1/**/16. Our records show that our customer opted to keep the order with us in anticipation for our replacement stock. Again, we sincerely regret this situation and will express process our customer's order as soon as the item is available.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.Customer Relations Department

Review: I purchased a cellphone from factory outlet. With the phone, I also purchased an extended warranty. B4 I purchased the warranty I asked if it covered me dropping the phone also water damage. They told me it covered everything. It was full coverage. Now that I filed a claim with them they are telling me it don't cover it. I been having problems with them since I purchased my phone. They delivered it late. I ordered it in February it suppose 2 take 2 days 4 delivery and I didn't receive it til March. I had 2 keep call in order 2 get my phone. I been having trouble with the phone since I had it. When I called and ask 2 speak 2 the [redacted] they wouldn't get on the phone. So I asked them 4 a refund on my warranty and they said no. So that's y I am filing this complaint. What good is getting a warranty if u can't use it. Every time I tried 2 submit a claim they denied it. First the manufacturer warranty wasn't out now they don't cover the damages. Desired Settlement: I want a repair or replacement on my phone or a refund on my warranty.

Business

Response:

To Whom This May ConcernWe regret that our customer is not happy with the order placed with us via our online shopping cart.We do show that our Return Policy is stated on the website and also on the customer's receipt reviewing:Returns for Exchange (15 day exchange period with no restocking fee) – The following conditions must be met in order to have an approved RMA for Exchange. 1) The phone must be returned back with all original manufacturers packaging including all inner packaging that is custom to each phone. 2) Manufacturers packaging must be intact and not be crushed, ripped or defaced by tape, writing on the outside or inside packaging, etc. 3) All phone accessories that were part of the original contents included with the phone (battery, headphones, charger, USB cables, etc.) must be included with the returned phone 4) Phone and included accessories must not be damaged due to misuse, abuse or neglect (ie, water damage, dents, cracks, scratches, etc.) 5) Barcodes and serial numbers are to be intact and not scratched, scuffed or removed on the outside packaging and device On our website we further state:Manufacturer Warranty & Warranty Repair The manufacturer warranty time period for your device and all unlocked cell phones sold by FactoryOutletStore.com are clearly stated on each item’s product description page. Please ensure that you have carefully read the warranty time period for your device. Warranty periods and device origins vary dependent on the country of origin where your device was manufactured. Warranty may not be covered domestically or directly by the manufacturer based on country of origin. FactoryOutletStore will assist in routing you in the right direction to a certified US warranty repair center. Again, all brand new factory unlocked cell phone warranties differ depending on the phone model and/or country where the phone was manufactured. Manufacturer Warranty does not cover: (a) defects or damage resulting from accident, misuse, abnormal use, abnormal conditions, improper storage, exposure to liquid, moisture, dampness, sand or dirt, neglect, or unusual physical, electrical or electromechanical stress; (b) scratches, dents and cosmetic damage (c) defects or damage resulting from excessive force or use of a metallic object when pressing on a touch screen; (d) equipment that has the serial number removed, defaced, damaged, altered or made illegible; (e) ordinary wear and tear; (f) defects or damage resulting from the use of phone unit in conjunction or connection with accessories, products, or ancillary/peripheral equipment not furnished or approved by manufacturer (g) defects or damage resulting from improper testing, operation, maintenance, installation, service, or adjustment not furnished or approved by manufacturer (h) defects or damage resulting from external causes such as collision with an object, fire, flooding, dirt, windstorm, lightning, earthquake, exposure to weather conditions, theft, blown fuse, or improper use of any electrical source; (i) defects or damage resulting from cellular signal reception or transmission, or viruses or other software problems introduced into the phone unit. If a phone purchased from FactoryOutletStore.com is still under warranty and in need of warranty repair due to mechanical faults or failures that were not caused by the device owner, please contact us at ###-###-####. Our trained professionals will gather all the information required to assess your warranty repair request. Please prepare in advance and be ready to provide your phone model, IMEI number, Serial Number and a brief explanation of the problems you are encountering. If approved, a representative may then provide you with instructions on contacting the warranty repair center directly for further assessment of the repair service required of your defective item. In most cases, you will be instructed to send the item directly back to the service facility, not to FactoryOutletStore. For all warranty repairs, the service center will provide you with a unique RMA and shipping address. Customer is responsible for all shipping costs. Please be sure to provide your FactoryOutletStore.com sales receipt or proof of sale showing original date of purchase when sending to the authorized warranty repair center. If it is determined by the repair center that the item is not covered under the warranty (such as water damage) an "out of warranty" price quote will be provided by the repair center. You will have the option to proceed with paying the fees for those repairs or have unit shipped back to you as it was received. Lastly, when shipping package to the warranty repair center, ONLY the unit will be accepted. NO Boxes and/or accessories such as battery, battery door, chargers, headsets, etc. If the device is sent with these items, the warranty repair center does not assume responsibility. It is also recommended that you backup your device as data recover is not part of the repair process. as well as What warranty comes with International Model phones? Unless otherwise specified, International Model phones will not come with a warranty from the manufacturer that can be serviced in the United States. International Models can only be serviced in the phones country of original from Samsung factory. In order to best protect yourself, we recommend purchasing a warranty at the time of purchase, which can be selected during the checkout process.Unfortunately, non of the warranties offered on the Cell Phones cover water damaged units and is listed on our website where Customer placed the order.If you would like to discuss this case any further please feel free to contact our US Based Customer Relations Department at ###-###-#### Monday thru Friday from 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 have determined that my complaint has NOT been resolved because:

They keep lying. When I called and finally had a chance to 2 talk 2 the [redacted], she said that my screen was covered under the warranty and she gave me a number 2 call and said they were dealing with another insurance company and they would fix my phone. When I called the number she gave me, it was the wrong number. Also they are lying saying all there phones are United States phone but the phone I have is an oversees phone. I initially started the purchase on line, but I called and talked 2 a representative who sold me the extended warranty and he didn't tell me nothing about I can read the warranty online. He told me I was covered 4 everything that's y I purchased it. They need 2 stop lying 2 there customers and take responsibility 4 there actions.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

To Whom This May ConcernCustomer has a 4Year Extended Warranty with Consumer Priority Services - Warranty Serial Number is [redacted] and the phone number is ###-###-#### or ###-###-####. Please contact CPS directly for any warranty issues.If you have any additional questions and/or comments 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 ConcernWe regret that our customer is not happy with the order placed with us via our online shopping cart. We do show that our Return Policy is stated on the website and also on the customer's receipt reviewing:Returns for Exchange (15 day exchange period with no restocking fee) – The following conditions must be met in order to have an approved RMA for Exchange. 1)The phone must be returned back with all original manufacturers packaging including all inner packaging that is custom to each phone. 2)Manufacturers packaging must be intact and not be crushed, ripped or defaced by tape, writing on the outside or inside packaging, etc. 3)All phone accessories that were part of the original contents included with the phone (battery, headphones, charger, USB cables, etc.) must be included with the returned phone 4)Phone and included accessories must not be damaged due to misuse, abuse or neglect (ie, water damage, dents, cracks, scratches, etc.) 5)Barcodes and serial numbers are to be intact and not scratched, scuffed or removed on the outside packaging and device On our website we further state: Manufacturer Warranty & Warranty RepairThe manufacturer warranty time period for your device and all unlocked cell phones sold by FactoryOutletStore.com are clearly stated on each item’s product description page. Please ensure that you have carefully read the warranty time period for your device. Warranty periods and device origins vary dependent on the country of origin where your device was manufactured. Warranty may not be covered domestically or directly by the manufacturer based on country of origin. FactoryOutletStore will assist in routing you in the right direction to a certified US warranty repair center. Again, all brand new factory unlocked cell phone warranties differ depending on the phone model and/or country where the phone was manufactured. Manufacturer Warranty does not cover:(a) defects or damage resulting from accident, misuse, abnormal use, abnormal conditions, improper storage, exposure to liquid, moisture, dampness, sand or dirt, neglect, or unusual physical, electrical or electromechanical stress; (b) scratches, dents and cosmetic damage (c) defects or damage resulting from excessive force or use of a metallic object when pressing on a touch screen; (d) equipment that has the serial number removed, defaced, damaged, altered or made illegible; (e) ordinary wear and tear; (f) defects or damage resulting from the use of phone unit in conjunction or connection with accessories, products, or ancillary/peripheral equipment not furnished or approved by manufacturer (g) defects or damage resulting from improper testing, operation, maintenance, installation, service, or adjustment not furnished or approved by manufacturer (h) defects or damage resulting from external causes such as collision with an object, fire, flooding, dirt, windstorm, lightning, earthquake, exposure to weather conditions, theft, blown fuse, or improper use of any electrical source; (i) defects or damage resulting from cellular signal reception or transmission, or viruses or other software problems introduced into the phone unit. If a phone purchased from FactoryOutletStore.com is still under warranty and in need of warranty repair due to mechanical faults or failures that were not caused by the device owner, please contact us at [redacted]. Our trained professionals will gather all the information required to assess your warranty repair request. Please prepare in advance and be ready to provide your phone model, IMEI number, Serial Number and a brief explanation of the problems you are encountering. If approved, a representative may then provide you with instructions on contacting the warranty repair center directly for further assessment of the repair service required of your defective item. In most cases, you will be instructed to send the item directly back to the service facility, not to FactoryOutletStore. For all warranty repairs, the service center will provide you with a unique RMA and shipping address. Customer is responsible for all shipping costs. Please be sure to provide your FactoryOutletStore.com sales receipt or proof of sale showing original date of purchase when sending to the authorized warranty repair center. If it is determined by the repair center that the item is not covered under the warranty (such as water damage) an "out of warranty" price quote will be provided by the repair center. You will have the option to proceed with paying the fees for those repairs or have unit shipped back to you as it was received. Lastly, when shipping package to the warranty repair center, ONLY the unit will be accepted. NO Boxes and/or accessories such as battery, battery door, chargers, headsets, etc. If the device is sent with these items, the warranty repair center does not assume responsibility. It is also recommended that you backup your device as data recover is not part of the repair process. as well as What warranty comes with International Model phones? Unless otherwise specified, International Model phones will not come with a warranty from the manufacturer that can be serviced in the United States. International Models can only be serviced in the phones country of original from Samsung factory. In order to best protect yourself, we recommend purchasing a warranty at the time of purchase, which can be selected during the checkout process. Unfortunately, none of the warranties offered on the Cell Phones cover water damaged units and is listed on our website where Customer placed the order. If you would like to discuss this case any further please feel free to contact our US Based Customer Relations Department at ###-###-#### Monday thru Friday from 9am to 4pm Eastern/Standard. Customer Relations Department

Review: My wife ordered a refurbished garmin running watch model 210 on or around 6/**/13 as a father's day gift. Cost was $199.95 with a heart rate monitor (hrm). Within a 10 days of using this the watch began to condinsate under the display 5 minutes into the run. I've called 5 total times to discuss options and status. 1st call I was told it a return would be subect to 25% restock fee, but then found this was not true because it was defective per their return policy on website (factoryoutletstore.com). Hold times are excessive (minimum 10 minutes, up to 25). After the 3rd call I had plan to exchange for a cheaper model (model 410 refurb w/hrm for $189.95) - big mistake on my part. I would have preferred to just return it but was told the would not credit return shipping unless it was an exchange (not a return). The credit was to be $18, $10 for diference and $8 for return shipping. I return the model on 7/**, they received it on 7/**. I did realize I forgot to include the hrm, but called on 7/**. They were to make a note to remove the unused hrm for the model being shipped, they did not indicate it was a problem at the time (as usual roughly 15 mintues hold time). I also explaning it was $12.91 to return. They said they would retun a max of $10 (vs. $8 originally indicated), so now I'm expecting a total credit of $20 and a $410 watch minus the hrm. After 2 weeks on 8/* I called back because I not seen a credit or received a new watch. The person I spoke to ([redacted]) said it was because there was no hrm. While he had a record of every other call ([redacted], [redacted] and [redacted]), there was no record of the 4th call. [redacted] now tells me it is not possible to remove the hrm and that I need to ship this back. It does not sound like there was any plan to contact us. I asked to speak with a supervisor, but they were unavailab until 9am. (it was 8:57am). I asked if I could hold, he said yes but cound not tell me how long. They are supposed to call me, but I won't 'hold my breath'.Desired Settlement: I would like $199.95 plus return shipping of $12.91. I have spent to much time on this and it has been very frustrating to me. I expect I will incur another $10 return shipping fee on the hrm, but do not expect that refunded as that is my mistake. I now longer want to exchange for another watch as I might risk going through this entire process again if the next watch is defective.

Business

Response:

To Whom This May Concern,

We regre that our customer was not happy with the refurbished item purchase.

Order [redacted] was indeed returned without the HRM needed to process a timely exchange for our customer. We regret the hold times and miscommunication. Per our Return Policy customer must pay to return any merchandise as we pay to ship to our customers.

There are absolutely NO FEES for exchanged merchandise .. either for the same thing or something altogether different.

I do see that the customer no longer wishes to have the unit exchanged and would process an immediate full refund once the HRM is returned.

If you have any questions and/or comments please give our Customer Relations Department a call Monday thru Friday 9am to 4pm Eastern/Standard at ###-###-####.

Customer Relations Department

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

This complaint is mainly about poor customer service than about receiving a defective product. Since it was a refurbished model it is not completely unexpected that the model was defective. However, since it came with a 1 year warranty that seemed to be less of a concern.

My complaint will not be resolved until my payment is returned in full ($199.95) plus the initial return shipping of ($12.91). FactoryOutletStore.com seems only willing to credit partial return shipping if I exchange for another product. I'm no longer willing to exchange because I know exactly what is in store for me (excessive hold times, unreturned phone calls and emails, lost shipping fees) if there are any problems with future items.

Since this complaint was initially filed I continue to be ignored (even though they have time to respond to this complaint via the Revdex.com website). As I stated previously, I requested a supervisor call me back on 8/*. They said that would take 24-48 hours (business hours). At the latest, I should have heard back from someone on Monday 8/*. I have not. At the time, I had been on the phone for 25 minutes (20+ of that was hold time). This was my 5th call to work this out. Minimum hold times are 10 minutes. I asked to speak with a supervisor, they said they would not be in until 9am. That was at 8:57. I asked how long to hold and was told by [redacted] that he 'really couldn't say, maybe 10 or 20 minutes'. Therefore, I elected for a return call.

I have also sent 2 emails (8/* and 8/*) asking for return form similiar to the first I received so I can return the heart rate monitor and receive my refund. I have not received a response to either email. I have to deal with these issues mainly during my work hours. I'm estimated total time on the phone, make the return, sending emails and filing the complaint to be exceed 3 hours at this point and we are not done.

I'm attaching the the email forward 8/* that forwards the initial email sent 8/* requesting a return form for the heart rate monitor. I'm also attaching the receipt for the initial return.

Regards,

###-###-####

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

To Whom This May Concern,

We regret that our customer was not happy with the refurbished item purchase.

Order [redacted] was indeed returned without the HRM needed to process a timely exchange for our customer. We regret the hold times and miscommunication. Per our Return Policy customer must pay to return any merchandise as we pay to ship to our customers.

There are absolutely NO FEES for exchanged merchandise .. either for the same thing or something altogether different.

I do see that the customer no longer wishes to have the unit exchanged and would process an immediate full refund once the HRM is returned. We understand again that this customer is experiencing LONGER than usual hold times and have emailed the return form to [redacted]. At this point customer does not have to contact us but simply return the HRM for inspection and consequent refund. Our number is listed on the previous response for Customer Relations and we have NOT had a call from this customer since last response.

If you have any questions and/or comments please give our Customer Relations Department a call Monday thru Friday 9am to 4pm Eastern/Standard at ###-###-####.

Customer Relations Department

Review: I have purchased a new three package of new batteries for my cordless phone and installed them in December for a good charging time I was on vacation and left them to get a full charge I have tried to resolve this issue with the company and stated that the item I purchased was under warranty for only thirty days on there web site states new items warrantied for 90 days .They stated only thirty days there own website states for refurbished products 30 days .I would like a full refund for the inconvenience of not being sold a deffective product .ANYTHING that YOU CAN DO WILL BE GREATLY APPRECIATED THANK YOU DannyDesired Settlement: A FULL REFUND for the defective item sold by this company

Business

Response:

To Whom This May Concern,We regret that our customer was not happy with the purchase made with us and after reviewing this complaint along with our notation history, will refund the full purchase price of the order today.If you have any additional questions and/or comments please feel free to contact our Customer Relations Department 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.

Sincerely,

Show Images Change this setting
I will NEVER BUY from this company again. You show a PUR water filter which, by-the-way, is a superior product, in your advertisement. What I received was a cheep replacement. I will share this bait-and-switch online, and with anyone who asks. I can get this same filter for less elsewhere. However, I only use PUR filters.....These will be discarded.
Shame on you.

Review: I ordered an [redacted] phone system model #[redacted] that had a corded phone with answering machine and 2 cordless handsets. I was billed for such. I recieved model #[redacted] which only includes 1 cordless handset. I called the company to find out how to return the item and the representative sent me an email return form. I filled it out and put it in the original box with original packing that it came in and went to send it back via post office. They said I would have to pay for the shipping on it unless the company sent me a return label. I shouldn't be responsible for that since they sent me the wrong item! I called them for a return label and they said at first that I had 2 shipments coming and the other one should have my other cordless handset but then they realized the problem was they no longer have the product I ordered and only have the model with 1 cordless and that they need to update the website with this. They said I can either keep this or send it back at my cost for an exchange with another item and cannot send a return label to me. I just want a complete refund, I do not want an exchange since they do not even have the product I wanted and I found it elsewhere. I do not think I should be responsible for the payment of shipping this back to them since it is their error. I have contacted the company multiple times to resolve the issue and when I asked to speak to a person in charge I was put on hold for 20 minutes and then sent to a voicemail and have not heard back from anyone as of yet.Desired Settlement: To be issued a return label or to be able to return this to the sender without cost to me or be reimbursed for the cost of shipping and be issued a full refund. Take the product that no longer exists off of the website.

Business

Response:

To Whom This May Concern,We regret that our customer is not happy with the item purchase with us. After reviewing the complaint along with the notation history we do show that the customer ordered a package deal that we carry - [redacted] ([redacted] and [redacted]). The order was shipped from 2 different warehouse - [redacted] via [redacted] 12/*/14 - [redacted] that was delivered on 12/*/14 and [redacted] via [redacted] 12/*/14 - [redacted] that was delivered on 12/*/14.Customer has 30Days from day of delivery to return any unwanted merchandise to us for refund and would be responsible for any and all shipping and return costs.If you have any further questions and/or comments please feel free to contact our US Based Customer Relations Department 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.

Sincerely,

Review: I purchased a Dell laptop battery from them that states it is an actual Dell battery. However, it is not and it will not run my computer. I have attempted to contact them 5 times and they will not respond.Desired Settlement: That I am refunded all my money including shipping and I refuse to pay shipping to ship the product back to them for their misrepresentation.

Business

Response:

To Whom This May Concern,

We regret that our customer is not happy with the purchase made with us.

Per our website as well as the customer's proof of purchase we show that the item is a Replacement Battery For: X284G. Customer may return the item for refund and as a courtesy we will refund the full purchase price of the item. Furthermore, we have not received any calls and/or emails from this customer regarding any problems with the order/item.

If you would like to discuss this further please feel free to contact our Customer Relations Department 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.

Sincerely,

Review: I ordered a factory serviced TomTom 1505TM GPS with lifetime maps on April [redacted] 2014.

FactoryOutletStore list their factory services item condition on their website ([redacted]) as with only small accessories missing, and only minor cosmetic blishes.

FactoryOutletStore had great difficulties charging my giftcard Visa (despite the bank saying everything looked fine in their end), but the purchase finally went through on April [redacted], where the product shipped. Shipping was quick enough, no problems.

However, the item I received was not a at all as described. There were no lifetime map code included, and the GPS itself was scratched and dented on all sides, and shows visible sign of use. The only evidence of anyone 'factory servicing' it is a piece of sticky plastic slapped on the screen.

I wrote to FactoryOutletStore on May [redacted] alerting them to the problem. They responded by sending me a return form, which I filled out, ready for shipping. Unforutenately, there was no pre-paid return shipping labels, so I informed them, on May *, to forward one since I was not about to pay for their mistake.

I recieved no response on this. Nor did I recieve a response on follow-up mails on May *, May **, May [redacted] and May **. I've checked my spam filter several times, just in case.

I plan to proceed the only way I can, i.e. disputing the purchase with my credit card company. I have written to them twice informing them of my intent of doing so. But I figured I'd try Revdex.com as well, since FactoryOutletStores aparantly has decided not to communicate with me, but they may be inclined to communicate with you, and my $108 refund (or a proper product, as advertised) is not riding on the bank understanding the issue.Desired Settlement: A prepaid return label and a full money return (I have since bought a GPS with lifetime maps elsewhere, as I needed the unit).

Alternatively, prepaid return label and forward of a product that meets the full description, including lifetime maps code and no or only insignificant cosmetic blemishes.

I do not intend to settle on me paying anything additional, including any shipping, regardless whether it's a refund or a replacement product that is the solution.

Business

Response:

To Whom This May Concern,

We sincerely apologize for the inconvenience that this may have caused you. We fill orders by SKU received and our records show that we filled the correct SKU

on your order. The lifetime maps are already downloaded onto the item - there isnt a code to provide. We do not "Factory Service' the items and as you stated in the complaint .. there are minor cosmetic blemishes that may be on the items.

We understand the situation and await the return of the item for inspection and consequent refund, unfortunately we are not able to provide any return services for this item and should be returned per our Return Policy. As a courtesy we will refund the full purchase price of the item upon its return. Customer has 30Days from the date of delivery to return the merchandise for refund.

We would be more than happy to help in any way that we can on your future purchase .. please feel free to contact our Customer Relations Department -

Monday thru Friday - 9am until 4pm Eastern/Standard at [redacted] for any assistance needed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and although FactoryOutletStores still do not offer to pay for return shipping I find that this resolution is satisfactory to me and the matter has been resolved.

Thank you so much for your help and service. If only the company had taken upon themselves to actually respond in this fashion on my initial contacts to them much aggravation on both sides could have been avoided. Amazing what can be achieved when people actually communicate!

Sincerely,

Review: Order was placed on Friday August [redacted]. Asked for next day air saver by UPS, which by ups' website provides Saturday delivery. The order was not delivered until Tuesday September [redacted]. After paying over $40 for what was shown to be next day air I called the customer service toll free number on the [redacted] when the tracking information showed a Tuesday delivery date. The representative advised me that because of the stores location Saturday delivery wasn't an option. When I asked why the website didn't say that, he just stated it was the normal fact that they don't offer Saturday delivery. I called back the following week and spoke to another rep, I asked to speak directly to a supervisor and that rep told me that the package was delivered on time and no refund would be honored and sent me a return package email where it states I still have to pay for the delivery even if I return the items. I called back again on that same day and asked for a supervisor. I was transferred to a que where I was on hold for 17 minutes then an answering machine picked up and said to leave a message for a "[redacted]", I left a message and provided name, and phone number to reach me. I have not heard back as of today September [redacted], 4 days after leaving message.Desired Settlement: I would just like a refund for all of the shipping and delivery costs. I paid double the price for the items themselves because I thought they would be delivered on Saturday.

Business

Response:

In response to the complaint #[redacted] placed online by our customer [redacted].

We regret that our customer was not happy with the purchase made with us. After reviewing the customer' s complaint along with the order notation history I do see that customer purchased on Friday 8/** - per our Shipping Policy all orders take 1 to 3 business days to process

and then ship, we also stated that we deliver during BUSINESS DAYS .. not weekends. Customer clearly stated that they "Asssumed" they would get the package on Saturday.

We here at the Factory Outlet Store pride ourselves in excellent customer support and apologize for any inconvenience that this may have caused.

As a courtesy we have refunded $29.15 back to [redacted]'s Visa card ending [redacted]. No further refund will be issued at this time.

If you feel the need to discuss this further please give us a call at ###-###-####.

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: I received an email from the factoryoutletstore.com saying that their Garmin products are up to 70% off. I had purchased a Garmin Delta Sport from them in the past, and I needed another one, so I thought I would take a look to see if it was on sale. I originally purchased the Garmin Delta Sport for $219.99 without any kind of sale. When I looked at the price today it said that the original price was $252.99 on sale for$ 219.99. I thought that seemed fishy, so I went to garmin.com to look at their price and it was $219.99 without any type of sale. So it seemed to me that factoryoutletstore.com was artificially inflating their prices so they can put them on sale and make the price look more attractive. To me that is a scam and extremely unethical, I am not sure if it is legal or not.

I called the factoryoutletstore.com at ###-###-#### at approximately 12:45pm EST on 1/**/2014 from my work phone, ###-###-####, to ask them about this because it may be a misprint, and I wanted to take advantage of a sale if its offered. The person I spoke with was fairly pleasant, and I told him about my findings of a possible misrepresentation of price. He said, "yes, that is a common marketing technique." I said well that is extremely unethical, and I am going to report this to the Revdex.com unless you can offer a discount on the actual price of 219.99. The sales person replies, "okay, bye" and hangs up the phone. I was blown away by the admission of the unethical practice and the way in which I was hung up on.

I am not sure the name of the person I talked to, but the pre recorded message said that their calls are recorded. I took screen shots of the prices as evidence if needed.

Link to factoryoutletstore.com price - [redacted]

Link to Garmin.com price - [redacted]Desired Settlement: I am not sure anything can be done to change the policy if it is not illegal but it is deceptive pricing and like I mention extremely unethical. Best case scenario for me is the change of company policy if it is not illegal, if it is illegal I would hope they can be forced to stop this practice, and I would like the discount that is offered to be honored from the actual price of $219.99.

Business

Response:

To Whom This May Concern,

We regret that our customer is not happy with the purchase made with us.

I do see that this customer purchased this item in September of 2013 and as we replenish our stock almost weekly we are not guaranteed the same pricing and therefore can not guarantee our customer the same pricing. We do understand the situation and regret that we are not able to discount the item purchased any further.

If you would like to discuss this complaint further please feel free to contact our Customer Relations Department Monday thru Friday 9am to 4pm Eastern/Standard at [redacted]

Customer Relations Department

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

That answer is a complete cop out. They did not even address that their own employee already admitted they artifically inflate their prices. And if their prices change with stock, although the manufacturor has not changed their price, nor has anyone else that sells this product, and they were committed to keeping the price the same at 219.99 why would they increase the price and discount it down? To make the product price look more attractive by showing that it is on sale. If their purchase price truely changed and they sold the item for higher than the MSRP, it would be seen by other retailers, but it is not.

If I am to believe that their price changed with stock, I would like to see their invoice prices from this batch compared to batch when I bought the item months ago.

Sincerely,

Business

Response:

To Whom This May Concern,

We regret that our customer is not happy with the purchase made with us.

I

do see that this customer purchased this item in September of 2013 and

as we replenish our stock almost weekly we are not guaranteed the same

pricing and therefore can not guarantee our customer the same pricing.

We do understand the situation and regret that we are not able to

discount the item purchased any further.

If you would like to

discuss this complaint further please feel free to contact our Customer

Relations Department Monday thru Friday 9am to 4pm Eastern/Standard at

###-###-####.

Customer Relations Department

Revdex.com - THIS MESSAGE WILL REPEAT ITSELF!

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

It appears that I have received the same response twice, therefor, my response is the same.

Review: An ordered item new (Dell battery X284G) $30.38 which was returned unopened - I have

written 2-3-4 letters to no avail - no reply - I would like a reimbursement in

the amount of $30.38 = the item was kept by Factory Outlet upon return.Desired Settlement: Reimbursement in the amount of $30.38 for the return of the new unopened

of the Dell Battery X284G.

THANK YOU for your help

Helene IZZETT

Business

Response:

To Whom This May Concern,We regret that our customer was not happy with the purchase made with us and sincerely apologize for the inconvenience.We show that our customer placed the order on 5/*/15 and our Returns Warehouse logged the return on 9/*/15 - this is 4 months after the order was placed as well as 3 months outside of our Return Period. Our customer did contact us to inquire about the refund of the item on 12/**/15. One of our managers attempted to explain to our customer that the return was past our Return Policy.As a courtesy we will refund our customer for the return of the merchandise per our Return Policy. The refund will be in the form of a check and will be mailed to our customer's billing address in [redacted].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

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: I ordered a battery form this company on 6/**/15 and was given a 2 - 5 day shipping window. Today Thursday 6/**/15 is day 5 and I have not received my battery. When I tracked this item it is out for delivery in a town in NJ, I live in NY. When I contacted the company about this they were no help at all. they told me I would receive it today which was a live since the battery is not even in my state. They then offered nothing to me for the aggravation I am going through. No refund, no overnighting me another battery, they only blamed it on [redacted] their shipping company. They take no responsibility for the shipping company they decided to use. So now I have to wait another 2 to 5 business days for this battery so it can be redirected to my house. At this point I want this company to either overnight me my battery or refund my money if I have to wait another week. Neither is an option with them.Desired Settlement: I want my battery to be delivered and my money to be refunded for their horrible service and delivery time.

Business

Response:

To Whom This May Concern,We regret that our customer was unhappy with the purchase made with us via our online shopping cart. After reviewing this complaint along with our notation history we show that our Customer placed this order on 6/**/15. Customer paid $2.95 for our internal expedited processing and the package was given to [redacted] the same day with tracking number [redacted]: - June **, 2015 , 8:45 pm Arrived at [redacted] Destination Facility [redacted] The package arrived at the [redacted] Facility in [redacted] to be sorted and then delivered to the customer by their local Post Person .. therefore the package is still in transit and should be delivered within the week.The customer contacted us on 6/**/15 very irate that the package did not arrive yet (four (4) Business days after it was dispatched) - misread the tracking information stating that the package was delivered in NJ and she is in NY then insisted on speaking to a Supervisor. Speaking to the Supervisor customer demanded FREE Overnight Shipping of a new order - when this was denied customer stressed speaking to someone in a higher position. Customer threatened stated that she would "blog" badly about our company as well as contact this Revdex.com.In an effort to appease the customer our Supervisor went ahead and shipped a FREE order for the battery out to the customer on 6/**/15 - [redacted] AND also gave the customer a refund of the $2.95 for the shipping. As a courtesy customer may keep both batteries as the 1st shipment should arrive shortly and the 2nd will arrive wthin a week. Customer can also feel free to return both for full refund to their account. While we understand that we are not able to make everyone happy we indeed tried in this case. If you have any questions and/or comments regarding this case please feel free to contact our US Based Customer Relations Department at ###-###-#### Eastern/Standard.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

This company again is lying. The first battery that was lost they redirected back to them. They sent me another battery yes because the first one is lost. In the end I am recieving 1 battery that I paid for I am not getting anything for free from them. And I have to wait for this 2nd battery to be shipped so in all this is going to take 2 weeks for me to recieve 1 battery that I ordered and paid for on 6/**.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I was told overnight shipping was not an option I asked for my battery to be overnighted to me and was told they dont offer that. Also I was told that a new battery was being sent out to me regular because overnight is not an option and the other battery had been rerouted back to them. I am sure those calls are monitored listen to the recordings.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The customer's request was for FREE overnight shipping .. we do not offer FREE over night shipping on any of our merchandise.Customer Relations Department

Review: Ordered new battery for my cordless telephone after the first one died after about 6 years. Ordered on 7/**/2014 and it only lasted till about 10/**/2014(3 months)? Called their number on their e-mail and it just tries to rip you off for a trip to the Bahamas. Talked today after finding another number and was told warrantee is only 1 month and to buy another one? I guess they think I will buy 1 every 3 months?Desired Settlement: Replacement or refund if replacement fails like first faulty battery!

Business

Response:

To Whom This May Concern,We regret that our customer is not happy with the order purchased and after reveiwing the dispute along with our order history we do show that customer purchased a replacement battery that is warranted for 30 Days .. our Satisfaction Guarantee period. Batteries do not come with warranties as they dies depending on use.As a courtesy we will refund the full purchase price of the item.If you have any further questions please feel free to contact our US Based Customer Relations Department Monday thru Friday 9am to 4pm Eastern/Standard at ###-###-####.Customer Relations

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: I returned two orders to be exchanged for something different. Here is a copy of the Email explaining the problem I sent in June:

I feel some mistakes where made in my transactions with your company. I hope you can clear it up. Here are the order numbers: [redacted] was for $ 62.85 and [redacted] was for $ 179.95. The order was for a Tom Tom Go GPS and accessories. The accessories didn’t fit the Tom Tom and the GPS didn’t perform very well.

I called your 800 number and was told I could exchange all my items. I filled out your return form and asked for an exchange for a Garmin NUVI 2577LT $ 199.95. Your company credited my [redacted] $ 176.93 and not the full $242.80. I also include a letter in my return box explaining what we had discussed on the 800 number. I have enclosed copy of that letter in this email. Please credit my [redacted] account the $65.87 I was shorted

[redacted]Desired Settlement: refund the rest of the money owed me please

Business

Response:

To Whom This May Concern,

We regret that our customer was not happy with the purchase made with us and after reviewing the complaint made along with the notation history we are refunding the full purchase price of the items returned as a courtesy.

If you have any questions and/or comments please feel free to contact our Customer Relations Department 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.

Sincerely,

Review: I ordered items from the website and items never shipped. Customer service was contacted several times, and I was either ignored (via e-mail) or hung up on when called.Desired Settlement: Item was never received, although I have already paid for the item.

Business

Response:

To Whom This May Concern,

We regret that our customer is not happy with the purchase made with us.

I do see that this customer contacted us on 8/**/13 ONLY via phone to state that the package delivered on 4/**/13 was not received.

We will contact USPS and conduct a missing package investigation with them but in the mean time we are going to process a refund via check to the customer's address in Denver CO.

If you have any questions and/or comment please feel free to contact our Customer Relations Department Monday thru Friday 9am to 4pm Eastern/Standard.

Customer Relations Department

Review: After checking to see if the phone I was about to order was compatible with my carrier (and according to the list that I looked at it was) I ordered a cell phone and a case, on 09-**-14. I authorized a $72.94 charge on my credit card for Next Day Air service. I checked on the order status/tracking the next day (09-**-14) and discovered that they had used [redacted] Ground and it wasn't scheduled to be delivered until the middle of the next week (9-**-14). Upon discovering this I immediately called and demanded a refund of my freight charge. (While waiting on hold for 17 minutes and 13 seconds I heard a series of beeps and then someone began saying "Hello, hello" so I said "Hello". It turned out to be 2 other customers on hold with similar problems. They had been waiting on returns or refunds for over 2 weeks). This was promised to me, per phone call, on 09-**-14. I am still waiting on that (9-**-14). I also requested an RMA (according to the return policy) to return the cell phone and case. I was told that I would get a phone call in 24 to 48 hours. This was on a Thursday and I hadn't received a phone call by Monday, 9-**-14. So I called them on 9-**-14 and talked to [redacted] and he said that I would get a call from them by 3pm that day (9-**-14). That call never came. I called and talked to [redacted] on 09-**-14 and explained the situation (again) and he said that I would get a call AND an email by Thursday, 09-**-14. I did NOT receive either a phone call or an email. It is now 09-**-14.Desired Settlement: I would like to receive an RMA to return the merchandise and a full refund of merchandise and freight.

Consumer

Response:

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

On 9-**-14, after being on hold for 21:30, hanging up and dialing in again, I called back and demanded to speak to a [redacted]. I spoke with [redacted] who told me that I would receive an email within 30 minutes. The email arrived 20 minutes later. I sent the package back via [redacted] on 9-**-14 at a cost of $8.01. When I hadn't heard from them by 10-*-14 I tracked the package and discovered that it had arrived on 9-**-14 and was signed for by "Clearwater". I checked my [redacted] to see if it had been credited back to the card. I found that $256.17 (for phone and case) was credited back to my [redacted] on 10-*-14, but the credit should have been closer to $335.55. So I called the finance department and talked to [redacted] (?) who put me on hold and then was disconnected. I called back and spoke with [redacted]. He told me there was a $39.00 restocking fee (which I understood) and the $36.95 warranty that I paid for was not refundable. I argued that I didn't have the phone so the warranty was not needed. The $72.95 shipping (Next Day Air) was not refunded even though they sent it [redacted] Ground and it took a week to receive. (I sent the items back [redacted] Ground. They received them in 3 days and cost $8.01.) He checked and discovered that they in fact did send them [redacted] Ground. He transferred me to [redacted] who said they would refund the $72.95. I asked her about the warranty refund and she said she would have to "put in a request" for that refund. On 10-*-14 I checked my [redacted] account and the $72.95 was credited. I just checked and the $36.95 hasn't been credited back to my [redacted] yet. So, NO they haven't contacted me.....I have had to do all the contacting, repeatedly!

Sincerely,

Business

Response:

To Whom This May Concern, We regret that our customer was not happy with the purchase made with us here at the FactoryOutletStore. After reviewing the order along with our notation history we show that our warehouse did mistakenly ship the package Ground service and not the requested Express Air. We humbly apologize about this service issue. We do show that our customer was refunded previously for the express shipment chargers and have since returned the item. As a courtesy we will ensure refund of any associated return fees to our customers [redacted] physical address as soon as possible. If you would like to speak with us directly please feel free to contact our US Based Customer Relations Department at ###-###-#### Monday thru Friday 9am to 4pm Eastern/Standard. US Based Customer Relations Department ###-###-#### [email protected]

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. The total amount, minus re-stocking fee, has all been refunded.

Sincerely,

Review: Order never shipped. Can Not get a tracking number. Order was requested for a 2- 3 day delivery. Now it is late and NOBODY gives me confirmation of having shipped the order. I do not have any more time to waste.Desired Settlement: Have somebody contact me with a FULL REFUND sent to my e mail INMEDIATELY. I already wasted a week of time on this.

Business

Response:

To Whom This May Concern,We sincerely regret that you are not happy with the purchase made with us.After reviewing this complaint along with our notation history we do show that your item went on a temporary back-order and has since been canceled and refunded in full.We here at the FactoryOutletStore pride ourselves on excellent Customer Service and apologize that we were not able to ship out the item as soon as possible. Please accept our offer of a 10% Discount on your future purchase with us for the inconvenience.If you would like to contact us directly please feel free to contact our US Based Customer Relations Department at ###-###-#### Monday thru Friday 9am to 4pm Eastern/Standard.Customer Relations Department