FactoryOutletStore

Review: Placed an order with company. Received the incorrect order. The packing slip doesn't even match the items received. Called customer service for the company and was told I could order a more expensive item. I advised that I just wanted the items ordered and was told that they did not have any in stock. The items received are useless without the missing item.

I advised that I wanted a refund and they want to charge me a 15% restocking fee and say I am liable for the shipping. The error is on their part and not mine. I feel this is extortion on their part to try and milk more money from the customer.

Ordered a [redacted] and a [redacted] and I received 2 [redacted]. Was charged $94.90 but the incorrect items are not of that value. This is can also be considered theft. Order number was [redacted]

I asked to speak to a supervisor to resolve the issue and was told that I could not and that someone would contact me within 24 hours. This never happened. I have file a dispute with my credit card company over the issue.Desired Settlement: I want a mailing label sent to me and a complete refund.

Business

Response:

To Whom This May Concern,We regret that our customer was not happy with the purchase made with us and show that [redacted] has spoken with us regarding this warehouse error on 10/**/15. We show that we have previously issued a Return Tag to our customer's [redacted] account and await the items return for inspection and consequent refund. We welcome the opportunity to fix any situations/issues that may occur and once the item has been successfully returned and inspected we will be able to issue a refund to our customer's [redacted] used in the purchase as previously agreed on 10/**/15. We sincerely apologize about this issue and show that we have previously taken action to solve this situation 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 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:

The vendor states that I was issued a Return Tag in order to return the erroneous shipment. That is true. What it doesn't state is that they still wanted me to pay a 15% restocking fee and the shipping for an order that was completely wrong. I placed calls with their customer service department at 4:26 pm, 4:42 pm, and 5:46 pm (all CST) in an attempt to reach a supervisor to try to resolve the issue but was told I could not be forwarded to a supervisor and was "promised" that one would contact me on the [redacted] of October. The 2nd operator (Max) finally offered to waive the restocking fee but would not waive the shipping charges. No supervisor attempted to contact me until today, after I had filed the complaint. I was contacted today and the representative was very courteous and professional. A return label was emailed to me today. I will not consider this matter closed until after my credit card is refunded for the full purchase price of $94.90. Until that time I am rejecting the excuse offered by the vendor through the Revdex.com. Thank you for your assistance in this matter.

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 show that the return is on its way back to us currently:Scheduled Delivery: Monday, 11/09/2015, By End of DayOnce the item has been successfully returned and inspected we will be able to issue a refund to our customer's [redacted] used in the purchase as previously agreed on 10/29/15. We sincerely apologize about this issue and show that we have previously taken action to solve this situation 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 Monday thru Friday 9am to 4pm Eastern/Standard.Customer Relations Department [redacted]WE ARE RESPONDING TO THIS COMPLAINT TO BE COMPLAINT .. PLEASE NOT THAT THIS WILL REMAIN OPEN UNTIL REFUNDED .. THIS MESSAGE WILL REPEAT IF IT COMES BACK BEFORE THAT TIME[redacted]

Review: I ordered the phantom alerts on 8/*/14, I had not received it. I paid $99.00. I called 3 times asking where is the product. I was informed by max that it was send to my email account but I never received it. I am demanding a full refund earlier than 30 days so I can purchase the product from another consumer.Desired Settlement: full refund of $99.00 to applied to my credit card asap.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding FactoryOutletStore.com has been resolved.

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

Sincerely,

Review: (7/**/2014 and on 7/**/2014. I was billed twice for the same item. (8/**/14 at 9:30 am) I called ( talked to [redacted]) and was given a number ([redacted]) to give my credit card company to show a credit was given. (8/1*/14 at 10:30am) ( on phone with factory Outlet Store 1 hour) Credit card company has not received any such refund. (8/**/14 at 10:40 am) called again to Factory outlet Store (talked to [redacted]) another 30 min. [redacted] told me and also sent an email me stating the credit would be done within 24 hours. (8/**/14 at 2:30pm) Still no refund. Talked to [redacted] from Factory Outlet Store. He said he would take care of this by Monday,(8/**/14, billing department was closed. I told [redacted] how upset I was with his company and that I would be contacting the Revdex.com in NY.Desired Settlement: I want my credit card refunded, a personal apology .

Consumer

Response:

At this time, my complaint, ID [redacted] regarding FactoryOutletStore.com has been resolved.

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

Sincerely,

Review: My organization ordered a conference system from this company. The shipment included the wrong cord. I called to ask for a new cord, and someone said they would call me back in a few hours. No one called me back. I sent an email with a photograph stating the problem with the cord. No one responded to the email. I called again (on a Friday) and was told that the correct cord would be sent and would arrive by Tuesday. The cord did not arrive. I sent an email asking about status. No one responded. It has been one week since I first called about this issue. I have made repeated calls, been put on hold, passed from one person to another, retold my story, and I cannot get a straight response on when this cord will be shipped. When I called last night, I was told a supervisor would call me today between 9-4. No one called me today. When I called again, I was told the supervisors had all left at 4. I still have not received any confirmation of when this cord will be shipped.Desired Settlement: I would like the correct cord to be delivered, with an apology and compensation for the time and aggravation resulting from their error and lack of responsiveness.

Business

Response:

To Whom This May Concern,

We sincerely apologize for the situation. We've shipped you a replacement cord today so you should be receiving your items soon!

In the meantime, please contact our US Based Customer Service Department at ###-###-#### if there’s anything else we can do to help.

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:

As of Friday, 8/*/2014 at 11:05 am, the cord has not arrived. If it had been shipped on Monday (as the company claims), it should have arrived yesterday if the company used UPS 3-day shipping.

I called the number provided in the company’s response and retold my story to two different people. I was put on hold for 8 minutes. When

the rep got back on the phone she said that she could not find a tracking number indicating that the item had been shipped.

Based on this information I have little confidence that the cord was shipped on Monday, as the company stated. I have now spent two weeks trying to get this cord so we can use the equipment.

The issue remains unresolved.

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

Sincerely,

Business

Response:

UPS Tracking [redacted]

Delivered On:

Thursday, 08/**/2014 at 12:17 P.M.

Left

At:

Receiver

Signed By:

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. We received the electrical cord on 8/**, 10 days after the company stated in their Revdex.com response that they shipped it, and nearly three weeks after I first called them about the problem. This issue has been resolved but I will not do business with the Factory Outlet Store again. I will never get back the time I spent dealing with this problem.

Our organization now has a policy to review a company's Revdex.com rating before placing orders with any company.

Sincerely,

Review: I purchased a Samsung Galaxy S4 from FactoryOutletStore online on 10/*/13 with an extended warranty full replacement. Order [redacted].

The phone lost the ability to be charged in mid-April. I sent the phone back to them with all the packing materials I could find.

They received the phone on April [redacted]. I gave them a week, but hear nothing.

When I called spoke to numerous reps over 4-5 days and then spoke to [redacted] (who may be a [redacted]), she said they didn't receive all the packing materials. I offered a compromise. Since I don't care about the booklets, ear buds, power cords, etc., I asked them to take ALL the packing materials out of the new replacement phone and keep them, and just send us the new phone. That way, they have everything they need. She said she would have to check with someone at the warehouse and she would call me back. That was on the [redacted]. She hasn't returned my original call and when I call her, I wait for a half hour and their system times me out and cuts off the call.

We wouldn't even mind if they had just offered the fix the charging malfunction of the phone, because that's the only thing wrong. It's a simple fix that costs $40-60 retail. It would cost them less than half that.Desired Settlement: Replacement OR repair of the S4. They've had it for 15 days now.

Business

Response:

To Whom This May Concern;

We regret that issues you are experiencing with the Returned Item.

We will research the issue immediately and have your item shipped to you today.

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 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 recieved any response from the retailer.

[Your Answer Here]

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 are still working with the manufacturer directly to solve your warranty issues. The item was sent directly to the manufacturer for inspection and consequent

repairs/exchange. Once the item is returned the item will be shipped and warranty refunded.

Customer can feel free to contact us for updates 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: Order Number: [redacted]

2nd time having a the same problemDesired Settlement: This is the 2nd time I have a problem with the lack of understanding of the English language by the telephone representative of this company.

I wanted to place the order on-line to assure that I would be getting both parts needed to use the S400, what happened only the racks got orderd and shippe.

I cannot use the rack without the S400 FK 3.

I paid extra for three day as I needed the rack by 6/*/2014.

The language skill of their telephone reps is terrible, I tried to explain to the rep that the same thing happened when I ordered the rack over a year and half age.

I am requesting that the extra shipping charge be refunded and the S400FK 3 be shipped via FedEx overnight at charge to me.

Business

Response:

To Whom This May Concern,

We regret that you are not happy with the purchase made with us.

With every order placed our customers get an email confirmation immediately showing what was purchased.

As a courtesy we will refund the $31.65 shipping charges and suggest that customer place the order via our online shopping cart directly for any additional parts needed.

Customer Relations Department

Review: I received a phone under Order No[redacted]. It was a Uniden DECT 6.0 Cordless Digital Answering System. It comes with 3 phones. 2 work but the third one will not. The battery seems to be dead. The ones that do work looses signal from the base at times too.I called the day that I received on 4/**/14 and spoke to [redacted]. He acted as if he was trying to help me but I could tell he was not attempting by the questions he asked. Usually when an order # is given; a company knows all of your information. He acted like he was looking up my address but I could tell he wasn't because he made me wait over 3 minutes. I had to ask him if he was still there. He said he was still looking for my address. He said that he would send a replacement battery and I have yet to receive one. Reviews show they are a fraud and intentionally send defective parts to get a 15% restocking fee. Reviews also say they say they will refund but never do.Desired Settlement: I would like a full refund and shipping paid to return. I will not return the product until I have a full refund first.

Business

Response:

We sincerely apologize for the inconvenience that this may have caused you. Per our Return Policy our customers must return the merchandise to us for inspection and consequent exchange due to what our customer may mistakenly deem flawed.

Replacement shipping refund is a courtesy that we extend to our customers that are looking to have a possibly imperfect item exchanged with us.

We regret that we could not keep your business with us and will watch for the return of the merchandise and will be refunded the full purchase price collected.

Looking forward to having you revisit us in the future .. if you have any questions and/or need any assistance please feel free to contact our Customer Relations

Department - Monday thru Friday - 9am to 4pm Eastern/Standard at [redacted].

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 want the 15% fee waiver in writing as the person I spoke to mentioned he would do. He sent a form for me to check that says a 15% fee would occur.]

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

Sincerely,

%

Business

Response:

We sincerely apologize for the inconvenience that this may have caused you. Per our Return Policy our customers must return the merchandise to

us for inspection and consequent exchange due to what our customer may mistakenly deem flawed.

Replacement shipping refund is a courtesy that we extend to our customers that are looking to have a possibly imperfect item exchanged with us.

We regret that we could not keep your business with us and will watch for the return of the merchandise and will be refunded the full purchase price collected.

Looking forward to having you revisit us in the future .. if you have any questions and/or need any assistance please feel free to contact our Customer Relations

Department - Monday thru Friday - 9am to 4pm Eastern/Standard at [redacted].

Review: This company has unreasonable business practices and fails at any semblance of customer service. I had to call over 6 times, was put on hold, then my call crossed with other customers and I was never able to reach a [redacted] after being rerouted to another country. I simply wanted to purchase a phone and have it sent to my mother and have it delivered quickly as she is disabled and it was urgent that I get her a working phone.

After completing the purchase and supplying my credit card that was instantly charged, I was asked to send a photo ID and a picture of the back of my credit card and a signed authorization. Besides this being an outrageous amount of requirements, the company would not accept my emailed authorization that had my signature attached. They then said I had to fax it. I do not have a fax. I only have email. I told this to the "[redacted]" and she said she would put the order through. That day I notice the charge had been made to my credit card so I trust the order was shipped.

Two days later and I get another email from them saying they never received my authorization. I had sent it 3 times. At this point it is too late to get the phone to my other in a timely manner. I cancelled the order, and purchased elsewhere.

I understand about companies need to protect themselves from internet fraud but what I had to go through to legitimize my honest charge was unreasonable. I own a business and I purchase items online daily. I have never had to jump through such hoops only to have my transaction result in huge amounts of wasted time and ultimately fail.

I hope that FactoryOutletStore LLC will review their policies and make some changes because at this moment any effort to do business with them is a waste of time.Desired Settlement: That the president will give me a call

Business

Response:

We apologize for the inconvenience that this situation may have caused you. As one of the Premier Online Retailers our goal is to have as many happy customers as possible. We pride ourselves in being able to fill over 98% of all orders we receive in a timely fashion and try our best to be on guard for fraud.

After reading this complaint and looking into why your order was cancelled we do see that the order was being shipped to a different shipping address than the billing information you provided when placing your order via our online shopping cart. Due to high fraud on specific SKU we require that our customers either place the shipping address as an alternative billing address or ship to the billing address. I further see that the customer was asked to sign the Authorization Form that gives us permission to ship to another address different from the billing and proves that the customer is indeed the Card Holder.

Customer refused on several occasions and therefore the order was cancelled and closed.

We would be more than happy to help in any way that we can with your purchase .. please feel free to contact our Customer Relations Department - Monday thru Friday - 9am until 4pm Eastern/Standard at ###-###-#### for any assistance needed.

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 did sign the authorization form 3X! I was never told to use the shipping address as an alternative billing address. You have not read my complaint carefully. You did not cancel the order, I did. At this point, I give up because clearly this company does not want to listen to it's customers, it is more intent on defending itself. I now understand why when I search online for reviews, this company receives a disportionate number of complaints.

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

Sincerely,

Business

Response:

We hold different billing and shipping to a very high fraud screening and regret that you felt it was a waste of your time. We hear everything our customers complain about and make decisions that are best suited not only for us but for the 1000s of orders we review daily.

We are not here to argue with our customer but explain why something was done and apologize for the issues you experience because of the situation.

We would be more than happy to help in any way that we can with your purchase .. please feel free to contact our Customer Relations Department - Monday thru Friday - 9am until 4pm Eastern/Standard at ###-###-#### for any assistance needed.

Consumer

Response:

[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this issue is closed.

Sincerely,

Review: I recently searched in [redacted] for "Leatherman Online Store" and the top hit, advertising hit, was for the department of factoryoutlestore.com's for leatherman products. At the time, I believed this to be leatherman's official site selling their official products. I purchased a leatherman, received it and was not satisfied with the product. I lost the small box that the leatherman came in and was not able to return the product for a full refund.

I called factoryoutletstore.com and they forwarded me to the official leatherman factory. When I spoke to a representative at the official leatherman factory, they informed me that they could not help me with the warranty or returns since the product was bought through a different company. I had no idea that I didn't purchase this product from the official leatherman online store. I was also informed that they are currently suing the company and are currently involved in a lawsuit.

I then called factoryoutletstore.com again and got the warranty department on the phone. They would only return the product with a restocking fee, shipping and handling and a price to replace the box. This was up to 60% of the original value of the product.

I would have never purchased this product if I known that this was not the factory Outlet store for leatherman. Labeling the site with leatherman's products as a factory outlet store is extremely misleading and I feel that I was taken advantage of. Plus they wasted my time by trying to get me to resolve a return issue with a company that did not sell me the product.Desired Settlement: I don't want this product and I want a full refund. I would be willing to pay the shipping and handling to resolve this issue.

Business

Response:

To Whom This May Concern,

We regret that situation that has occurred with your purchase here with us at the FactoryOutletStore.com.

After reviewing the complaint along with the notation history I do see that the customer attempted to return the item without the original package .. per our Return Policy that is listed on our website also on the customer's proof of purchase our customers must return the packaging in order to return the merchandise.

On the top of our website also on the customer's proof of purchase we state that we are: "An Independent Retailer of Consumer Products". We regret that our customer did not notice this statement.

We have spoken to our distributor of the item and will accept the item back as a return - please review our Return directions that was emailed to you today and return the package - please ensure you retain the tracking for the return and only use FedEx or UPS to return the package.

Once the package is received and inspected the purchase will be refunded and we will waive the "No Box" fee .. which also is notated on our website.

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

Review: I bought a phone set (base and 2 handsets) from this company on 7/**/13. One handset was defective. I called the company and was told to return the defective handset in the original package it came in. I mailed the hamdset back to them. When I did not receive a replacement handset, I called the company to find out why. I was told that I should have mailed the whole set back. I told them that that was not communicated to me. I was then told to mail the base and one handset back to them. I told them I did not have the original packaging anymore since I used it to mail the defective handset. They said to go ahead and mail them. I mailed them in August. When I did not get my refund, I called and was told to provide the tracking number. I gave them the tracking number and they asked me to provide the name of the person who signed for it. I told them I did not purchase this service but the Post Office verified that this package was deliverd on 9/*/13 @ 1:00 P.M. I have called 5 times including two calls to two ladies who said they are the Managers. They keep telling me to give them 48 hours to call me back. No one has ever called me back. They have the phone and the money. They cannot keep both.Desired Settlement: I want them to refund my money to the credit card or mail a check to me.

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 along with the notation history I do see that the customer was refunded previously for the return of the merchandise.

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

Customer Relations

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:

This is a lie. They never refunded any money to me. I have called their customer service department several times and never got this resolved. I ordered two items from them. I ordered a headset and a phone set. I got a refund for the headset ($43.00) which is order # [redacted] and they have not given me a refund for the phone set ($79.95) and this is order # [redacted].

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,

Customer was previously refunded $66.96 back to the original method of payment. Due to the capture line now being outside of the 30days from original capture .. customer will receive a check for $12.00 to complete the full refund of $79.95.

Please allow 7 to 10 Business Days for the refund check to arrive.

If you have any questions and/or 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 ###-###-####.

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 will consider the matter resolved when I receive the check for $12.00. I got a credit from the business for $59.96 on my January statement from the credit card company. If I receive the check they would have paid me $71.00, I will accept. this and close my case when I get the check

Sincerely,

Review: ON October [redacted] I ORDERED $1,228.00 WORTH OF DOG COLLARS. ITEMS WERE NEVER RECEIVED. A LOST TRACER WAS FILED WITH UPS AND THE CASE WAS CLOSED BY UPS ON NOVEMBER [redacted], 2013. AFTER NUMEROUS ATTEMPTS WITH TWO SUPERVISORS AND A REQUEST FOR A MANAGER TO RETURN MY CALL, WHICH NEVER HAPPENED, AS OF NOVEMBER [redacted], 2013 THEY STILL WILL NOT CREDIT MY CREDIT CARD BACK. I HAVE TRIED CALLED AT LEAST 9 TIMES AND HOLDING AT LEAST 15 TO 20 MINUTES EACH CALL, I STILL HAVE NO REFUND..I WANT MY MONEY REFUNDED TO BACK TO MY CREDIT CARD.Desired Settlement: REFUND THE CREDIT CARD THAT USED TO MAKE THE PURCHASE.

Business

Response:

To Whom This May Concern,

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

After reviewing the complaint made by our customer along with the notation history I do see that this customer is grossly due a refund and will review this order with the corresponding agents.

Refund was made to the customer's account today and again we apologize for any situations that this may have caused.

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: On Dec. **, 2013, I ordered two mattresses from the store, they were delivered on Dec. **, 2013. The company has posted on it's website a 21 day exchange policy, where as I can exchange may mattress for any reason. The day the mattress was delivered it was the wrong size. I needed a california king size mattress and the order was for a regular king size mattress. I called the next business day, Dec. **, 2013 and informed them I needed to exchange the mattress. They infomred me that I would not be a problem and would have a new mattress delivered the following Saturday, Dec. **, 2013. however, the new mattress was never delivered.I have called and spoken to a representative 2 times a week for the last 6 weeks and everytime I am told the same thing. the mattress has been ordered and will be delivered Saturday and it never gets delivered.Desired Settlement: I would like the correct mattress, a Serta Perfect Sleeper, California King, Darrington plush mattress delivered or a refund of my $769.95

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 the customer along with the notation history I do see that we have been in constant conversation with this customer regarding the delivery of the merchandise as late as today. The item was on temporary back order and should be delivered to the customer by Saturday 2/**/13. Customer requested a $50.00 discount on the merchandise due to the delivery date being changed and was given that discount as a courtesy.

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

Review: On 12/** I ordered a dog crate. The crate was $94.95 with free shipping. However, because it was important that the crate arrive timely I paid an additional $67.35 for two day delivery which showed 12/**as the delivery date. I received a receipt which confirmed the same and per the email the tracking information would be forthcoming in a separate email. On 12/**, I called FOS because I hadnt received the tracking email or the item. After an inordinate amount of time on hold and talking to several operators, I was told that they couldnt give me an update because they didnt have the tracking information and would need to talk to the warehouse. I expressed during this call my desire to have the expedited charges refunded as it was clear it was not going to be delivered timely. I was told they couldnt discuss the charges until they had the tracking information and could confirm it wasnt delivered.On 12/**, I called to report I hadnt gotten the crate. Again, after several transfers and minutes on hold I was again told they didnt know where the crate was and they would not discuss a refund of the shipping until they had the tracking information. The supervisor Tracy assured me that she would call me back that day and did not. The next day I again called and was treated rudely by several staff members. Later I was sent the tracking information and the crate was delivered the same day. When I called to discuss the next day, although I was polite I was treated very rudely, hung up on, put into an empty voicemail and when I finally spoke with Tracy again she denied my request for a shipping refund because the crate was delivered and according to her the company represented on the website clearly that the shipping is based upon the time after the order is processed which can take 2-3 days. I never saw this language. In fact, the website and my receipt suggest the opposite. Deceptive advertising and poor service.Desired Settlement: I want a refund for the expedited shipping ($67.35) and to return the crate back to FOS via ($35). I had to order another crate for the dog while waiting for this crate.

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 along with our notation history I do see that there are some issues that we will be reviewing further internally and do apologize for any situation that this may have caused our customer.

I do see that the package was returned and customer was refunded the full purchase price of the merchandise today less the expedited shipping customer selected. As customer stated we do offer FREE GROUND shipping and our customer chose to expedite this services. Per our Processing Policy we are not able to refund any expedited shipping charges once the service is rendered - [redacted] - is the UPS tracking number that also shows the package was shipped as customer requested. Also, all orders take 1-3 business days to process and ship .. customer placed this order after business hours on the 19th and was picked up on the 20th and processed the [redacted](due to the weekend).

No further refund is due at this time.

If you would like to discuss this any further please feel to contact our Customer Relations Department Monday thru Friday at [redacted]

Customer Relations

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:

1. The ordering process never makes it explicitly clear anywhere on any of ordering screens that the orders may not be processed for 1-3 days. In fact, the shipping information explicitly states that delivery date as did the email. (see attached documentation). I would have had no reason to believe that my order was not processed until December [redacted]when the email actually states "delivery by Dec **" which it only reason I paid for expedited delivery. "Delivered by Dec [redacted]" is not the equivalent of "shipped by Dec **"; two very different meanings and expectations.

2. It's expedited delivery for a reason. Most people who are paying extra for delivery, particularly if the alternative delivery method is free shipping, are doing so in order to receive the item at a particular time. If timely delivery wasn't an issue I would have simply opted for the free shipping so it's disingenous to represent otherwise. Why would someone pay for expedited shipping based on when the company "might" send out the item? You pay to receive it on a particular day. If a company is going to play fast and loose with what "expedited delivery" means then there should be clear disclosures on the website ordering page.

3. The company was aware that I was concerned about the delivery and wanted a refund for the expedited shipping PRIOR to the item even leaving the warehouse. I ordered on 12/**. I started calling to track the item by that Monday or Tuesday and was told that you didn't know the status of the order and you were going to call the warehouse and call me back. I told the customer service operator from the first call when it was clear it wasn't going to arrive on the **th that I wanted a refund for the expedited shipping. Thus you had two BUSINESS days to put a stop on the expedited item, call me to see if I still wanted it sent via 2 day (I didn't) and avoid this situation all together. I HAD BEEN IN CONTACT WITH YOU BEFORE THE ITEM EVEN LEFT YOUR WAREHOUSE! You could have just stopped the processing of the order.

4. I didn't even get the tracking information for the package until 12/**(ironically the same day it arrived) long after I had put you on notice that if the package wasn't going to arrive on the **th that I was owed that money back. I called every day and was in contact every day. You had time to mitigate this situation and instead you let it escalate. (see documentation)

5. Again, I want the shipping fees back including the fees to ship the item back to you. The crate served no purpose for me after the **th and had to be returned thus forcing me to incur additional fees. I tried to address this issue early and often only to be treated rudely and in violation of fair advertising practices. I'm being entirely fair in my demand and have also filed a complaint with the credit card company used on the purchase. They are being cc'd.

You should be ashamed of yourselves for choosing to lose a customer and wasting everyone's time over what has been your obvious mistake just to save $70 in shipping fees. It's disgraceful.

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:

I would like a refund my shipping fee for reason previously stated.

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 purchase made with us.

Customer was

previously refunded the full purchase price of the merchandise today less the

expedited shipping customer selected - less $67.35 Shipping and $4.71 taxes - total refunded $104.64

No further refund is due at this time.

If

you would like to discuss this any further please feel to contact our

Customer Relations Department Monday thru Friday at [redacted]

Customer Relations

Revdex.com This Message Will Repeat

Review: I ordered a Garmin Nuvi 50LM plus a 5.0"case for garmin and garmin 5" screen protector for a total of $152.85 from this store. The reason is that I don't realize that the garmin nuvi 50LM as refurbished and was intent for a gift, I called customer service the next day I received these items (you have 30 days to return these items)and they e-mail me a form that I should return with the items and the form reads: credits are subject to a 15% processing fee plus the actual cost of shipping, I don't agree with this 15% charge because you have 30 days to return it and I think is wrong, probably the cost of the shipping yes. The are supposed to credit my account in the next few days, please see what you can do to avoid this charge, I don't think this place is not honest and that's how they make their money. Thank You so muchDesired Settlement: To credit my account correctly. Thank You

Business

Response:

To Whom This May Concern,

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

Customer will be refunded per our Return Policy as customer agreed to this by placing the order via our Online Shopping Cart.

Customer was shipped exactly what was purchased and returned the merchandise without defect and will be refunded per our Return Policy.

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

Customer Relations

This is the absolute worst company I have ever dealt with in my life. Ordered a battery over a week ago and it was delivered to the wrong address. When I called customer service they offered nothing to help me other than to ship a new one out or cancel the order. They are robots and do not care about their customers. No one should ever buy for them. So I am stuck paying full price and waiting another week to receive my order. They refused to overnight my item to me or give me any kind of refund the aggravation their company has given me.

Review: I ordered 3 LG refrigerator filters from Factoryoutletstore.com on September [redacted]. I received the shipment today and it contained a brand called Tier 1. I called to initiate a return as not sure if the wrong item was shipped or they sent a non OEM brand deliberately (false advertising). They sent a form to send with the return indicating that I would be responsible for a 15% restocking fee and return shipping. I called back and told the agent that this was not acceptable and that I wanted a prepaid return label. They said that they would consider my request and get back to me in 2-3 business days. This is not acceptable.Desired Settlement: I want a complete refund of the $65.85 I paid and if they want these filters back, they need to send a prepaid shipping label.

Business

Response:

To Whom This May Concern,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. Please feel free to discard the items at your convenience.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 [redacted] 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.

Sincerely,

Review: I called customer service on May **,2015. I placed an order for a Panasonic phone AND HEADSET. I ASKED THE REPRESENTATIVE BEFORE I PLACED THE ORDER IF THE PHONE WAS COMPATIBLE WITH HEADSET, HE SAID YES AND HE ORDERED IT. WHEN I RECEIVED THE PHONE AND HEADSET I FOUND OUT THE PHONE DOESN'T HAVE A PLACE FOR THE HEADSET.SO ITS NOT COMPATIBLE.I CALLED THEM ASKED FOR A REFUND THEY TELL ME I HAVE TO PAY TO SEND IT BACK AND THEN INFORM ME OF A 15%PROCESSING FEE PLUS COST OF SHIPPING. THEY SOLD ME WRONG ITEM AND GAVE ME WRONG INFO.Desired Settlement: I WOULD LIKE COMPLETE REFUND INCLUDING SHIPPING I MUST PAY TO RETURN THE ITEM.

Business

Response:

To Whom This May Concern,We regret that our customer was not happy with the purchase made with us. We do show that we shipped exactly what was on the customer's invoice while we understand that the customer's complaint.As a courtesy we will refund the full purchase price of the item within 24 to 48hours.If you have any questions and/or comments please feel free to contact our US Based Customer Relations Department at ###-###-#### Monday thru Friday 9am to 4pm 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 purchased a Samsung water filter for my refrigerator. The picture on the website was of a Samsung filter and not mention was made that they were selling a third-party brand. The item received was defective and poorly manufactured causing severe leakage in the refrigerator. While they agreed to a return, they are charging a 15% stocking fee plus initial shipping costs plus the cost for me to return the item. This is a deceptive marketing practice.Desired Settlement: Full refund plus cost of return shipping and accurate depiction of product on their website.

Business

Response:

To Whom This May Concern:We sincerely apologize for the inconvenience that this caused you and fully appreciate this comment .. the item ordered was a replacement - replacement for theoriginal. 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. We also show the item to be a replacement on all advertising as well as the proof of purchase/order receipt.As a courtesy we have refunded the customer the full purchase price of the item.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.

Sincerely,

Review: I placed an order with this company on[redacted], November**, 2014; at that time I received an email with my order number and the receipt information and also a message stating I would receive an email with my tracking information once the order shipped. I contacted customer service on[redacted], November**, 2014 just to make sure that information was correct and was told the order shipped out that day and that I would receive my [redacted] tracking information within 24-48 hours. On[redacted], November**, 2014 I called back because I still had not received the tracking information and was told that I should get it and the package should be delivered to me by the end of the week. I called again on November [redacted] to be given the same information. On[redacted], November**, 2014; I called back and spoke with a very nice supervisor that contacted the warehouse and informed me that the package was not shipped but they devices were on back order and would ship that day, she asked if she could call me back once it ships and provide me with the tracking information. That supervisor also provided me with her direct telephone number and said if she did not call me by [redacted] to call her. She did call me back, but informed me that the tracking information would not be available until after [redacted] and that would be email to me. I still have not received that information and today is[redacted], November**, 2014. I called her back only to get her voice mail and still have not received a call back from her. I called and spoke with another supervisor and told them to cancel the order because this is ridiculous. That supervisor advised me the order would be cancelled and I would receive cancellation confirmation within two hours, and I still have not received that information either. I have explained to them that I think it's ridiculous that I have not received my device from them, but there was no hesitation in the money being removed from my account when the order was placed. I will never do business with this company again, not only was I given wrong information from the agents handling the calls in the beginning, but I have been hung up on, and most of the customer service was not good at all. This company and these agents need to know that people to and let people know how they are treated when they do business with a company and people tend to listen to the things people tell them. I have nothing good to say about this company at all.Desired Settlement: I just want my money back for the order

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: Order number [redacted]

I have contacted this company numerous times with an average wait time of an hour to get someone in processing. When they look into the issue they just hang up! I have a recording from 7/**/2014 where they claim I would be refunded in full amount of 514.89 and they only credited 429.

I do not have anything from this company as the item was returned to them in a few days after receiving it. Very fishy company overall and I feel it necessary to warn others of the nightmare of this company in trying to get anyone to talk with.

I have contacted my cardholder company and am proceeding by canceling the transaction. I feel the company is a scam because when you are on hold for an hour, their message says push 1 to have someone contact you, when you do that, nothing happens. After probably 20 hours of hold time this issue is unresolved and no one responds.Desired Settlement: Credit the full amount as your processing spokesperson informed me of numerous times. 85.89

Business

Response:

To Whom This May Concern,

We regret the situation that has occured with this order and refunded the full purchase of the returned item today.

If you have any further questions and/or comments please feel free to contact our US Based Customer Service Department at ###-###-#### Monday thru Friday 9am to 5pm Eastern/Standard.

Customer Relations