FactoryOutletStore

Review: I am disappointed with this merchant. I bought an indoor pet barrier to keep my dog off my sofa. Because I have 2 sofas and 2 dogs I needed to purchase an extra collar and barrier. My children were upset with the fact tht the dogs were getting shocked, so I decided to return it. Shame on me for not reading the return policy completely before I purchased, but I am now sublect to a 15% restocking fee as well as paying for the shipping. In addition, I have to pay to ship it back to them. This is not a customer friendly merchant. I will never order from them again. As a result I ampaying about $40.00 for nothing, when 2 out of the 3 packages were never opened. Buyer Beware. " In my eyes this is the equivalent of usury.Desired Settlement: I would like my full purchase price refunded upon return of the product.

Business

Response:

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 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."

Any returns made on this order will be subjected to our Return Policy as agreed by customer upon placing this order via our online shopping cart.

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 have determined that my complaint has NOT been resolved because:

On October **, 2014, I called the company back after being told on 10/**/14 that there was no supervisor on duty. I spoke with [redacted] who listened to my explanation and assured me that I would be credited THE FULL PURCHASE price. When I asked [redacted] for his operator # or his last name, he told me that he was the "Only [redacted] that worked for the company." I explained to him that the restocking fee was a lot of money for my family and I and he stated that my account would be credited upon reciept of the returned product. I thanked him and believed that this was what was going to be done. I believe that their phone calls may be recorded and I would ask if they are, that the call be reviewed. I have already sent the product back to the company. I just want them to honor what I was told on the telephone.

?

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 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

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

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.

Effective today, the full purchase price has been refunded.

Sincerely,

Review: On July [redacted], I ordered (2) Samsung cell phone batteries, one for my phone and one for my wife's cell phone for a subcharge of $17.90 and including shipping in the amount of $2.95 for a grand total of $20.85.Upon receipt of the order, I determined that Factory Outlet Store.com shipped (2) identical batteries for my cell phone. I then inserted a battery and my phone indicated the battery was not compatible with my phone so I immediately removed it. I typed a letter to the company to let them know what happened and asked them to waive the shipping fee because I the order was wrong, the batteries did not have "Samsung" stamped anywhere on them. It cost me $3.55 to ship the batteries back with tracking in its "original packaging" and I asked them to waive the restocking fee. I asked for a credit to my credit card for $17.90.On 7-**-14, they refunded by credit card only $6.71 that does not even cover the costs of the batteries. I called the company to resolve the dispute and spoke with a [redacted] on 7-**-14 and he told me to give them a couple of days to correct the refund. On 7-**-14, I received another credit and for only $1.24.Desired Settlement: The company to remove the advertising as "Samsung" since that brand name is not on the battery and amounts to false advertising. I want the grand total of my order credited to my card excluding the $7.95 I have already received for a total credit of $12.90.

Business

Response:

To Whom This May Concern,

Thank you for your purchase with us here at the FactoryOutletStore.com

We sincerely apologize for the inconvenience that this caused you and fully appreciate this comment .. the items ordered were replacements - replacements for the original. Please review the customer's proof of purchase .. customer purchased "Replacement Batteries" for his Samsung phone .. and not the actual Samsung battery.

Customer purchased both items via our online shopping cart that advertises the items as replacements. Customer returned the merchandise and was refunded the full purchase price of the return. No further refund is due this customer.

If there is anything we can do for you please feel free to contact our US Based Customer Relations Department - Monday thru Friday - 9am until 5pm Eastern/Standard at ###-###-#### for any assistance needed.

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 are side stepping the (2) main issues.

1. They did not send the battery for my wife's phone but sent me (2) identical batteries for my Galaxy S. My wife's phone is not a Galaxy S. I had to pay to ship both batteries back at my expense.

2. The "replacement"/aftermarket/refurbished or whatever play on words they want to use battery does not work for my phone according to a readout on the display on my phone or I would have gladly kept it. In fact, would have kept both.

I am simply returning these products at my expense in its original packaging. The only fee they can charge me at this point is their shipping fee and their "got you" restocking fee. I was simply asking them to waive both to offset my expenses of sending the batteries back at my expense including tracking. Even if my battery had worked, I would have still had to send the wrong battery back they sent me for my wife's phone.

Either way, I still reserve the right to an [redacted] review so hopefully the company will do the right thing. I am learning to purchase through [redacted] for problems like this that may occur.

Thanks,

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,

Thank you for your purchase with us here at the FactoryOutletStore.com

We

sincerely apologize for the inconvenience that this caused you and

fully appreciate this comment .. the items ordered were replacements -

replacements for the original. Please review the customer's proof of

purchase .. customer purchased "Replacement Batteries" for his Samsung

phone .. and not the actual Samsung battery.

Customer purchased

both items via our online shopping cart that advertises the items as

replacements. Customer returned the merchandise and was refunded the

full purchase price of the return. No further refund is due this

customer.

If there is anything we can do for you please feel free

to contact our US Based Customer Relations Department - Monday thru

Friday - 9am until 5pm Eastern/Standard at ###-###-#### for any

assistance needed.

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. $12.90 was credited to my credit card and reimbursement was received in full. Thanks.

Sincerely,

Review: I returned items FOS3690873E for $105.95 and FOS3693248E for $128.95 which total $234,50. I indicated I wanted to exchange these 2 items for item UNID-D3098-2 for $214.95. The difference to be refunded is $19.55. It has been approximately 1 and a half weeks and I have not been refunded, yet. Yesterday, Feb. **,2014 I called 5 times to try to find out why I had not been refunded and when would I be. I was disconnected 4 times after hanging on the line for approximately 10 minutes each time. I left messages on 2 separate answering machines for someone to call me back, but no ever did. When I finally was able to talk with a rep, he insisted that I was not due a refund and hung up on me. You could barely understand what he was saying because of his heavy accent.

Also, when I received the product I exchanged for, it did not have a receipt in the box indicating what the product cost nor that I had paid for it. This product was bought for my business and now, I do not have a receipt for my tax rep.Desired Settlement: I want a written receipt mailed to me for the product sent (UNIDEN D3098-2) and I want to be refunded the $19.55 due for the difference for the 2 products I returned and the one product I ordered.

Finally, I would like for someone to look into the way a customer is treated when trying to resolve a problem. A customer should not be passed on and on and on to other reps. who put you on hold for long periods of time and then they hang up on the customer without talking with them. There was not excuse for the hour I spent on the phone, yesterday just to find out why I had not received a refund, yet. Then, I was hung up on when I was told I would not receive a refund. This is not good business ethic.

Business

Response:

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

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 over charged me almost $20 during the exchange process. I am pleased with the product I finally ordered, but there was a difference of approx. $20.00 in the price I paid for the 2 phone sets I had returned and the phone I exchanged them for. My advice: If you ofder from this company and need to do an exchange, return the product you do not like and let them process all of the paper work and credit your credit card for the refund. Then, place a new order for the next product you want to buy. Just do not do an exchange, just a refund. I am so glad God is in my life becuase He will fight this battle for me and I will be victorious. This company will eventually, pay what they shorted me. It will be in some way they will not be able to stop. God will bless me double for the trouble this company has caused me and I will forgive them and trust God to change their ways that are not right.

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

Sincerely,

Purchased a three pack of refrigerator water filters. The first one I installed leaked. Called and was told to return it at my expense. It was returned and I received credit. Installed the second one and it did not leak. Being a six month item, I installed the third one after six months and sure enough it leaked. Contacted vendor and was told there is no warranty after 30 days. Seems unethical to sell a product that they know will be out of warranty when used without informing the customer of the warranty shortcomings in advance.

Review: We ordered a Garmin 410 GPS watch from their website with heart rate monitor and foot pod. Our ordered indicated the cost would be $139.95 and our email confirmation also indicated $139.95. The company charged our debit card $404.85. We contacted the company the same day (11/[redacted]) to dispute the charge however we were told we needed to contact a supervisor. We contacted them on 11/**and were told they sent us 2 watches with heart rate monitor and foot pod and charged full price for all. We told them our receipt only showed a charge of $139.95 but they said there was a glitch in their system but essentially there was nothing they could do because the order already shipped. How can I receive a confirmation of $139.95 and then get charged $404.85?Desired Settlement: I would like to cancel our order. We have not received our shipment yet; however, I would like to return the entire shipment once it arrives with a full refund. The company has been difficult to deal with and I just want to be done with them.

Business

Response:

To Whom This May Concern:

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

After reading the complaint made by our customer along with the notation history I do understand the situation and apologize for the inconvenience.

The package is due to arrive today - 11/**/13 - to the customer's address. Customer can REFUSE the package and once the items are back with our warehouse we will refund the full purchase price of the merchandise.

If you would like to discuss this case further please feel free to contact our Customer Relations Department Monday thru Friday 9am to 4pm Eastern/Standard at ###-###-####.

I ordered a $159.99 Lazy Lagoon float for my four sons several days before leaving for our lakeside vacation. With the wonderful 3-5 day shipping we would definitely receive it in time. Instead we were shipped a $19.99 life line rescue line. I called regarding the company's error and 10 days, 14 calls and a vacation later I have 4 very disappointed sons and a rescue life line that cost me $159.99.

Steer clear of this company and spread the word.

Review: I called the factory outlet store, on june *, 2013. I saw an advertisement of the exact thing I was looking for , which was a cell phone battery that a T-Mobile my touch 3 g took I saw the advertisement of the exact battery I needed. the advertisement stated that there were only 2 left in stock. so called up the store and spoke to them over the phone. they in term stated that the in fact did carry those batteries. so I ordered two of them. over the phone, because I asked them would they accept a personal check in which they stated they did. they put my order in while I was on the phone with them and told me exactly how much and also with the taxes. and the full address to send the check to. they kept e-mailing me the tracking numbers as well as the updates on the day it would send out the batteries. they did not send the batteries until they received my check. that was fine. I get the batteries today, in the mail. I take both batteries out and looked at them , right away I knew that they were twice smaller than my battery in my phone. I took my battery out and compared them. there batteries were twice as small than the T-Mobile battery I still had in the phone...the number on the two batteries they sent me was SAPP 160 for a A6188 my T-Mobile battery is a 3.7 Lion battery VLN-08 1100mAh . I called them this evening and asked do you really know the exact battery that I ordered from you. they could tell me, all she said was that I thought it would fit with no problem. and I explained to her, that is the reason I ordered these certain batteries because they are the only ones that will fit my touch 3 g phone. then she proceeded to tell me that she did not have them. so I asked her, then why did you put that advertisement on the web for that particular battery. told me you had it in stock, and then have me to order it.

Consumer

Response:

when I spoke to [redacted] yesterday and the two other people after him, they said that I will get my full refund back. I stated it three times to make sure they all understood what exactly I wanted. I want the entire $16.85 refunded they stated that they were going to refund to give me back every penny . I have the two wrong batteries still here. I have to send them back in order to receive my full refund. I am waiting for your response to this first.

Business

Response:

To Whom This May Concern,

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

After reading the complaint as well as the notation history I do see that customer spoke with a Customer Care Agent on 6/**/13 and a refund is already being processed as agreed.

Please allow 10 to 15 Business Days for the check to arrive at [redacted]' Camden, NJ address.

For questions and/or comments please feel free to contact us at ###-###-#### Monday thru Friday 9am to 4pm Eastern/Standard.

Customer Relations Department

Review: I ordered a Panasonic PAN-KX-TG9542B-R Cordless, 2 line Phone for my school. Upon delivery the back cover of the phone, that covers the batteries of one of the two phones I purchased was missing. I called Factory Outlet Store, they immedialtely gave me the number to Panasonic. I called Panasonic and they told me that Factory Outlet Store was responible. So I called back to Factory Outlet Store and they again told me to call Panasonic.

Since I purchased the phone from Factory Outle Store I feel that they should resolve this matter.Desired Settlement: All I want and All I asked for was the back cover of the phone.

Business

Response:

To Whom This May Concern,We 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 you purchased a Factory Serviced [redacted]. Unfortunately, we only sell the item complete and would not be able to offer parts for the item separately or as a replacement.We will be more than happy to exchange the entire item out .. please give our US Based Customer Relations Department a call at ###-###-#### Monday thru Friday 9am to 4pm Eastern/Standard.Customer Relations Department

Review: Their part was returned and received by them on 09/**/14. I was told by their rep that I would receive a full refund because their original sales rep gave me the part number to order and the rep I spoke to on the phone to return the part also confirmed that, according to their records I had the correct part, however, BOTH water filters leaked when placed in the fridge.

By 11/**/14 I had NOT received my refund so I called and was told that I needed to provide a tracking number. I emailed them the POD and the tracking number.

I didn't hear back from them so I called them on 11/**/14 and was told by [redacted] that they were waiting for me to CALL them. I asked what for as I had already given them the POD via email.

On 11/**/14 I received an email stating please give them 2-4 business days to resolve the issue.

By 11/**/14 I had still not received by refund. I sent an email to them AGAIN saying that if I haven't received my FULL REFUND by the end of the day I would file a complaint with the Revdex.com.

I received an email an hour later showing a "CURRENT ORDER" of 19.49 and a Return History showing -$49.90 giving a reason as "Did not like/did not suit needs".

I replied explaining AGAIN why I was told I was to receive a full refund by two of their reps.

And that is where we are so far. I am still waiting on ANY credit.Desired Settlement: FULL REFUND OF $49.90

I also want to warn others to beware of this company.

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,

[redacted] They have credited my credit card in full. I will no longer do business with them again as it seems it took me telling them I had filed a complaint with you in order to get this issue resolved. Thank you for all of your assistance.

Review: I placed an order on [redacted] on April *,2014. The item was paid for with [redacted] upon ordering. I received the order the following week. On July [redacted] I received a letter from a collection agency with this companies name on it telling me I had a debt being turned over to collection. I had no idea what this was since I had never bought anything from them. I called them today and was informed this was for a [redacted] purchase of a gps unit. I informed him the only gps unit I purchased was on [redacted] and that it was paid for when ordered. . This person was the rudest person I have ever talked to in a supposed customer service department. I am not sure why they would even call me. I am suppose to take his word over the phone that I purchased something from them and I had never even heard of them? I informed him I would send a copy of my [redacted] receipt showing full payment. I don't know if this is some kind of scam on their part or what but I don't pay twice for the same item. All he could do was threaten collection agencies would not drop this. What an it. This guy needs to be removed from his position. I need a verification from them that this has been handled to my satisfactionDesired Settlement: I would like a verification letter from this company that this has been removed from their collection agency and a apology for such a rude employee.

Business

Response:

To Whom This May Concern,

An investigation of this Customer is currently ongoing due to a fraudulent credit card situation.

If you would like to discuss this matter further please contact our US Based Customer Relations Department at ###-###-#### Monday thru Friday 9am to 5pm 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:

T have been trying to reply back to the business response to my complaint and it will not go thru. Their response was a fraudulent credit card was used to purchase this unit. I don't think I am getting the point across I DID NOT purchase anything from them. I purchased this on [redacted] with my [redacted] account. It was not ordered from this company. If they have a problem with nonpayment it must be with their dealer paying them. They have been faxed my proof of payment but still have not acknowledged it.

[redacted]

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,

An investigation of this Customer is currently ongoing due to a fraudulent credit card situation.

If you would like to discuss this matter further please contact our US Based Customer Relations Department at ###-###-#### Monday thru Friday 9am to 5pm Eastern/Standard.

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 Panasonic KX-TGA402N (2 Pack) on March **,2014 and received the item within 2 days. There was nothing wrong with this item. I had to return the item because the matching base set I ordered it for was not compatible with my Time Warner internet phone service. I had to go out and buy all new cordless digital phones and could not use these "extensions" because my Panasonic digital phone that I had purchased many years ago would not work with the new internet phone service. Time Warner technicians had been out to my home several times and did not realize that was the issue. I returned the item within a few days (April **) via the post office. Factoryoutletstore refunded me only $69.63 (via a credit on my [redacted] card). The item cost $94.67. I called factoryoutletstore and was on hold for about a half an hour and finally got a person who said the $25 difference was a restocking fee which was not mentionned anywhere on th website or on any written material I got from them. I have reported this to [redacted] and they will investigate. The customer service person I spoke with was very difficult and nasty and I suspect this is the way they handle customer complaints. They are also not affiliated with Panasonic which adds to the confusion.Desired Settlement: Refund of $25 due me, see above. I also would like Revdex.com to look into the misrepresentation as a "panasonic store" and their treatment of the consumer.

Business

Response:

To Whom This May Concern,

We sincerely apologize for the inconvenience that this may have caused you. All of our Policies & Procedures are listed on our website where you made the

purchase. We do not process any fees for returned merchandise that are defective .. any other return are subjected to return processing.

Please feel free to contact our [redacted] - Monday thru Friday - 9am until 4pm Eastern/Standard at ###-###-#### for any assistance needed as no further refund is due to this order.

Buyers beware. Factory Outlet Store is a scam artist and I bought into it. Battery description and photo lead me to believe it was actual [redacted] battery but all of their batteries are poorly made aftermarket replacements. Mine lasted less than two months and after talking with a manager they were unwilling to do anything about it.

After reading a few negative reviews of the Factory Outlet Store, I want to weigh in and express my satisfaction over the service and product I received from them. I ordered phone batteries that arrived promptly but that had different serial numbers than the originals from my phone. I called their customer service department to report the apparent error. I was told that the order had in fact been correctly filled and that although the serial number was different, the batteries actually were appropriate for my phone. I cautiously placed them into my phone and after leaving it to charge for 3 hours, discovered that the phone had not charged. I called the company again and requested another set of batteries. The customer service representative asserted that the batteries were indeed the correct ones, but apologized for the inconvenience and offered to send out another set. While waiting for the new batteries to arrive I decided to fiddle with the batteries they had sent and discovered that I had not properly inserted them, and that they would indeed take the charge. I promptly called the company and told them that I had made the mistake, would not be needing the replacement batteries, and would send them back at my own expense. The Factory Outlet representative thanked me for offering to return them and suggested that I keep the new batteries when they arrived. To summarize, the price I paid was most competitive, and In each interaction I had with the company, their agents were extremely courteous and helpful. Based on this experience I would not hesitate to recommend or do business with them again. [redacted]

Review: This is my complaint against them.

The battery is not the one advertised on your site. False and deceptive advertising. Bait and switch tactics. Deceptive business practices.

1) The description says Capacity: 4400mAh. Both of the ones I received are 5200mAh.

2) The picture is of a genuine Toshiba battery and does not match the products I received one bit. These are generic brands you are selling.

3) I ordered two batteries and each of them look completely different from the other; they are made by different manufacturers.

4) One of the batteries does not even fit into the computer; I have to push it hard to get it in and pull hard to remove it.

5) Nowhere do you indicate that these are generic. All other battery sites are honest about what they are selling and indicate it both in the picture and on the listing.

I want a full refund for these. You cannot charge restocking fee when you send me an item that is misrepresented and does not match the listing. Please email me a shipping label. How ridiculous that an online store makes the customer sign and mail a return form by regular mail. SHAME ON YOU!!!Desired Settlement: Their policy is that I pay for return shipping and they deduct a restocking fee as well as original shipping charges. I want a full refund for the batteries and the battery-insurance and for them to send me a prepaid mailing label to return their product to them.

Business

Response:

To Whom This May Concern,

Thank you for your purchase with us here at the FactoryOutletStore.com

We sincerely apologize for the inconvenience that this caused you and fully appreciate this comment .. the item ordered was a replacement - replacement for the original. We take care in showing that we are "An Independent Retailer Of Consumer Products" so that our customers would know we are not the Manufacturer themselves.

As a courtesy we have refunded the full purchase price of the item purchase and customer can discard the items to their liking.

If there is anything we can do for you please feel free to contact our US Based Customer Relations Department - Monday thru Friday - 9am until 5pm Eastern/Standard at ###-###-#### for any assistance needed.

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 THANK G-D the matter has been resolved.

Sincerely,

Review: I placed an order with this company (order number [redacted]) and there has been a delay in shipping the item beyond their stated shipping timeframe on their website. I e-mailed to inquire when the item will ship as timing is important as I am leaving town in a few days for a trip and nobody will be here to accept a package. I got no response from them. After 2 more days I called numerous times and waited in a que for several minutes only to be rolled over to a voice mail for which my calls were not returned after leaving messages. I want to cancel this order because there is no way it will arrive here before I leave on my trip and I can't cancel it because I can't contact anyone who responds back.Desired Settlement: Cancellation of order with no charges to me.

Business

Response:

To Whom This May Concern,

We regret that we were not able to fill your order within the alloted time frame.

The order was completely cancelled and payment voided.

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

Customer Relations

Review: I called the company to see about returning a product to exchange it for another product. I was sent a return/exchange form which I filled out , signed and returned with the product. After a month I have heard nothing from them and when I call them I am put on hold until the line disconnects.

Business

Response:

To Whom This May Concern,

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

After reveiw of the order [redacted] we do see that the item was received 5/**/13 and was previously refunded per our Return Policy.

If you have any questions please feel free to contact us 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 Hummingbird Depth Sounder HDR610P on 4/**/13 by phone with [redacted]. It included free shipping. He took all my information and stated the item was in stock and would be shipped ASAP. I neglected to tell him which color I wanted and called him back directly. He told me he did indeed order the black unit (white being the other color). When I received the depth sounder it was not the one I ordered. It was a Hummingbird HDR650. I called FactoryOutletStore immediately to have them ship the proper one. I spoke initially with [redacted] who informed me that what I received was what I ordered and that the HDR610P was no longer available and was replaced by the HDR650 which is what they shipped me. I explained to her that it was not what I ordered and that what they shipped me could not be used on a sailboat. They sent a unit with a transom mounted transducer which is not compatible with sailboats. I asked to speak with a supervisor and I was directed to [redacted] and I repeated everything to her. She informed me that I received what I ordered. She would not accept the fact that I wouldn't order equipment that wasn't compatible with a sailboat and she refused to send any type of shipping label to me with which to return the merchandise. I spoke the next day with [redacted] for directions in how to return the equipment and he provided me with the details needed and I shipped the unit at my expense. My credit card was initially billed $99.99 (the actual cost) and I was later credited with only $76.99. They sent me the wrong unit, refused to provide shipping to return it and then kept $23 of my refund. This is wrong, wrong, wrong. I would never have ordered something I could not physically use, but this rational fell on deaf ears. They goofed up, not me. Thanking you for whatever help you can give. [redacted].Desired Settlement: Although I would like to be credited with the return shipping to the company, I don't think that will happen. I just want the remaining $23 that they failed to credit to my card. I would also appreciate it if the Revdex.com could direct me to any sites where a dissatisfied customer can warn others to not deal with FactoryOutletStores.com Thanks, [redacted].

Business

Response:

To Whom This May Concern,

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

After reviewing the complaint along with the notation history I do see that our customer was previously refunded the full purchase price collected.

Unfortunately, we are not able to refund more than collected and would offer a courtesy 10% Discount on any futher order.

If you have any questions please feel free to contact us Monday thru Friday 9am to 4pm Eastern/Standard.

Customer Relations Department

Review: I recently bought a phone 299.99 and the package it came was a brown box no booklet no real box just wrapped in a tissue.... The phone didnt work so I called them and they helped me over the phone.. The phone worked or a day or two and went back to doing what it did when I got it I called again went throuht some more trubleshooting on phone.... To no avail still didnt work .. contacted again and they said there was nothing they could do... Finaly got ahold of someone and they let me return it .... Now they sent the phone back not fixed no refund because they say it wasnt in original manufacturing package.... I sent it back the way they sent it to me.... Even on my reciept it states OB which stands for out of box on there website

thanks

shawn suttonDesired Settlement: A this time I just want money back.... I tried to give them benifit of doubt by asking for refund or exchange

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.After reviewing this complaint along with our notation history we do show there was a miscommunication regarding the return of the item. Our customer indeed purchased an Out of Box item and therefore would not be able to return the item with the Manufacturer's Box. We have updated our Support Team regarding this issue. We have refunded our customer the full purchase price of the item and again sincerely apologize.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.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: Ordered a cordless phone, they sent the wrong one to me their fault had confirmation for the right one. Was told to send them their mistake back and they would refund me the cost of shipping. When I did it cost me $10.72 to send back the same way it was sent to me original packaging. They were suppose to send me the one I ordered when they got theirs back and they still had that one for me. Now I'm told they don't have it and they will only refund me $6.00 for shipping their mistake back to them.They told me they only had new phones left if I wanted to buy one of them. That it no way to treat a customer. so I'm out $4.72 If They only refund the $ 6.00Desired Settlement: Refund of Shipping Charges for their mistake....

Business

Response:

To Whom This May Concern,We apologize for the inconvenience that this has caused you and sincerely regret that our warehouse shipped the incorrect item.We will contact our warehouse to ensure that this error does not happy again. A check for our customer's shipping charges will be mailed out to the shipping address in the amount of $10.72 as we show that we've previously refund the full purchase price of the return.Please feel free to contact our US Based Customer Relations Department directly at ###-###-#### Monday thru Friday from 9am to 4pm Eastern/Standard at your convenience – we will be more than happy to help.

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 Simrad Marine Autopilot screen from Factory

outlet Store in July. When it arrived the screen was damaged and non functional. I tried to return it but Factory Outlet Store immediately sent it back to me and refused a refund. I have disputed this purchase through my [redacted] credit card for some months now but to no avail.. Factory Outlet Store is refusing any responsibility for delivering broken goods.Desired Settlement: I would like to be able to return the broken unit for a refund.

Business

Response:

To Whom This May Concern,We regret that our customer is not happy with the purchase made with us and sincerely apologize about any issues that may have resulted. We show that our customer purchased this item on Sunday 6/**/15 - the package was shipped out on Monday 6/**/15 and delivered on 6/**/15.After reviewing this complaint along with our notation history we show that our customer contacted us on 6/**/15 to state that the screen of the unit was "bad" and was given directions to return the entire package along with the original packaged for inspection and consequent exchange. Customer stated that they had previously mounted parts of the item to their boat and would not be able to send the entire item back ... as a courtesy we made arrangements to process the inspection without the parts mounted. Customer did not make mention they no longer had possession of the Original Packaging. Our customer returned the item as directed but without the needed Manufacturer's packaging therefore we were not able to facilitate the exchange.We apologize that we are not able to take the item back without the original packaging. Customer may contact the manufacturer directly as the item carries a One (1) Year Manufacturer's Warranty at [redacted].If you would like to speak with us directly please feel free to contact us 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 have determined that my complaint has NOT been resolved because:

I made 2 purchases from Factory Outlet Store. The first was an entire autopilot system. After intallation the electronic specialist found the screen didn't work. I was unable to return the unit because I no longer had the packaging. I therefore made a second purchase that was just the screen for the autopilot for $460.00 and it arrived at the beginning of July. It arrived damaged!! I returned this second purchase in its original package on July *, well within their "guaranteed" return timeframe.

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

Sincerely,

Business

Response:

Thank you [redacted],The tracking number you provided says Not Found when searched at [redacted]. Unfortunately, we were not able to help locate the package. Please feel free to contact [redacted] directly at ###-###-#### for any additional help needed regarding that specific tracking number.Again, you will have to contact the Manufacturer directly with any issues regarding the item as you do have a 1 Year Manufacturer's Warranty. We are here if you need to speak with us directly at ###-###-#### Monday thru Friday 9am to 4pm Eastern/Standard to speak with us directly. 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:

The tracking number is from July so the [redacted] no longer keeps it. When I disputed your charges with my [redacted] representative at the time of the incident they were able to confirm through the [redacted] that I returned the package on July *. Please don't try to make as issue of that since that is clearly not the subject at hand. I have the receipt from [redacted] and I'm sure with little effort they could confirm what I am telling you. NOW, the real subject here is your refusal to honor your return policy! I purchased this item through you so it is without doubt YOUR resposibility to accept the damaged item for a refund and YOU can take it up with the manufacaturer. That is NOT MY RESPONSIBILITY but yours. I'm asking you to do the right thing and give me my refund. I will gladly sent you back the defective item that you took $460.00 for as it has never been any use to me. Thank you for taking my money. I worked very hard for it.

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

Sincerely,