FactoryOutletStore

Review: Factory Outlet Stores promised to email me a FedEx label in order for me to send my DuroFon 1x back to them. It has been over 11 days and no postal label yet. In the meantime, the 15 days allowed for returns is now shortening. The reps that answer your calls can barely speak any English; poor service; they hang up on you often.

I just spent over $345 for a phone only to find out it is the wrong make. I gave the rep the make and model of the phone I wanted. He told me he found the one I need to order; it was the wrong one. I ordered the DuroFon-HC. If I do not get a return label in 3 days, I will lose out on $345.

This company sounds like a scam and rips off people. The Revdex.com should do something about this company.

DO NOT ORDER FROM THIS COMPANY!!!!!!!!!!!Desired Settlement: I want a return label (paid for postage) so I can mail back the original phone. I would like the correct phone DuroFon-HC sent to me ASAP!

Business

Response:

To Whom This May Concern,We sincerely regret that you are not happy with the purchase made with us and apologize for the inconvenience that this has caused.After reviewing this complaint along with our notation history we do show that our customer contacted us directly to alert us of the issues on 1/**/16. Please allow us sufficient time to fix the situation at hand as we show that this issue was raised within the last 48 Hours and is currently being worked upon. While we appreciate our customer's urgency, we do show that a "PickUp Label" is already being generated for use by our customer to return the item. Again, we sincerely apologize that our customer received an item that they did not intend on purchasing and do show our efforts are currently rectifying this troubling issue. We will also review the issue as the cause of this complaint to ensure future customer satisfaction.If you would like to discuss this case directly with us 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:

[redacted],Here is proof that they received my returned item; however, I have not received my correct phone they promised to send.-------- Original Message --------[redacted]

Review: I needed a new phone system for a grooming business to replace the one I had. I found one exactly like the one I had and also wanted a cordless headset. I asked the salesman if the headset I chose on their site was compatible with the phone I wanted to purchase and he assured me it was; it stated in the accessories section for the phone system that the headset would go with the phone. I ordered both.

When everything arrived, I unpacked it and set everything up to charge. Since I had been assured everything was compatible (by the salesman and the website), I threw away all the trash.

The next day when I went to set up the system, I found the headset was NOT compatible. I called the company, who referred me to the manufacturer of the phone. They confirmed the headset was not compatible and said I needed to speak to Factory Outlet Store for a refund. I called them back and when I asked for the refund, they said I could not get one without the box. I explained why I threw everything out, and was told they could not help me. I then asked for a supervisor and was told one would call me back. Later that day I received a phone call and was told the same thing. No box, no refund. I said their website was wrong and the salesman sold me something that would not work; I said I wanted a manager. I was told one would call me back. A few days later I received a call. The "manager" said no box, no refund. I again explained about their website being wrong and that I was going to call the Revdex.com, at which point, she placed me on hold. When she returned, she said they would take it back and would charge me a 10% no box fee and a 15% restocking fee. I told her I agreed to the 10% no box fee but did not feel I should pay an additional 15% since it was not my error, it was theirs. She said "I told you what you can do" and hung up on me.

This company has falsely advertised merchandise on their site. They are selling items as accessories that do not belong together and not once, when I pointed that out, did they say anything about fixing it on their site, nor did they apologize for the mistake. Had they charged me the 10% no box fee only, I would have been fine with it and cut my losses. Since they were very rude and are trying to charge me for their mistakes, I feel the need to warn others that shopping with this company is a mistake.Desired Settlement: I will pay the 10% no box fee but feel I should not pay an additional 15% restocking fee since their website contains incorrect information. It says the headset is compatible in the accessories section of the phone listing. It is not compatible. I paid $46.95 and should be entitled to a refund of $42.26, not $35.21 as they are stating.

Business

Response:

To Whom This May Concern,We regret that you are not happy with the purchase made with us and sincerely apologize for the situation.After reviewing this complaint along with our notation history we do see that the phone and headset do not match and you also did not retain the Manufacturer's packaging. We will have a PrePaid shipping label emailed to you for the return of the [redacted] Headset that does not match and will refund the purchase price LESS THE NO BOX FEE ONLY!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 Rand McNally TND Tablet from FactoryOutletStore.com which was advertised as new. I received an item that has been used. I contacted Factory Outlet Store via phone to try and get a refund but I was told I will be charged 15% restocking fee. It is not acceptable to be charged a fee for a mistake the store has made.

It is only after I placed the order for the purchase that I learned that other customers have had the same issue with receiving used or refurbished items even though the company's website states the items sold are new.Desired Settlement: I would like to return the item and would like a full refund of the full price I paid for the item without any restocking fee deducted from the refund.

I would also like the website to update their advertisement to reflect the true nature of their products. If they are used, returned items, refurbished.

It is unacceptable to advertise new products and price them accordingly and ship used, returned, refurbished items.

Business

Response:

To Whom This May Concern:Thank you for ordering with us here at the FactoryOutletStore. We apologize for the inconvenience that this has caused you as we do not process return fees on returned merchandise that are defective. All other returns are subjected to return processing charges per our Return Policy listed ont he website where the order was placed.We sincerely regret that the item you received was not acceptable and will make arrangements for the safe return of the item today.Please feel free to contact our US Based Customer Relations Department at ###-###-#### Monday thru Friday from 9am to 4pm Eastern/Standard at your convenience and we will be more than happy to assist you.

Review: I ordered a battery for my laptop and they sent the wrong one. NOTHING even close to the picture of my battery on my receipt. I called them told them they sent the wrong item. I was told to send it back, so I did. I called a week later and they tell me they didn't receive the item. I said yes you did, it was 2 day priority mail and the post office told me you have it. I was told to email my receipt from the post office for my refund, I did that right along with the order receipt. No emails or refund yet.Desired Settlement: I would like my refund of the amount of my order of 25.90 plus the 6.00 I had to pay to send it back.

Business

Response:

To Whom This May Concern,

We regret that our customer was not happy with the purchase with us here at the FactoryOutletStore.com.

After reading the complaint along with the notation history we do not show that the returned package has arrived but will give a courtesy refund to the customer today for the full purchase price of the item and continue to watch for the return of the merchandise.

If you have any questions please feel free to contact our Customer Relations Department at ###-###-####

Consumer

Response:

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

Sincerely,

Review: I ordered a battery Samsung EBL1G5HV for a Samsung Galaxy Blaze cell phone on April **, 2014. This company shipped me Oral-B Pulsonic brush heads with precision tip head. Clearly this is not a cell phone battery. I contacted FactoryOutletStore about my order. I spoked with a rep who called himself Sean on May *, 2014, which was the day I received the item. I told him that I had received the wrong merchandise. He stated that he would ship the correct item I had ordered on Monday, May **, 2014 and I would receive a conformation e-mail. I had not received the e-mail that day. I contacted FactoryOutletStore on May ** to complain about not receiving the e-mail. I requested either they ship the product I had ordered or refund my money. He assured me that they would send the correct item. He verified that I had ordered a Samsung battery EBL1G5HV. On Tuesday, May **, I received the same conformation e-mail that was sent out on April **, 2014 with the same tracking number, therefore, when I try to track my order, it gives me a message that states the package was delivered on May **, 2014 by USPS.Desired Settlement: I would like for them to refund my money. I purchased this item with my debit card.

Business

Response:

To Whom This May Concern,

We regret that our warehouse shipped you the incorrect item .. we show that the initial package was shipped out on 4/**/14 thru DHL Global Mail tracking number [redacted] - this is the package that was incorrect.

As promised we reshipped the correct item on 5/*/14 without need of a return thru DHL Global Mail tracking number [redacted] - this package is currently with DHL and usually takes 7 to 10 business days to deliver - today - 5/**/14 - being the 6th business day.

If you no longer wish to have this item please do NOT refuse the package but contact us once the item is received and we will make arrangements to have the item return and refunded.

If you would like to discuss this any further 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 am unable to track my package with the tracking number provided in this email and I have replaced the battery I originally ordered.

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

Sincerely,

Business

Response:

Greetings,

We understand you have no need for the order and will refund your account today. We will work with DHL to have the package returned to us.

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 bought a Motor Guide trolling motor order # [redacted]after receiving the motor I found that it would not work with my current electronics on my boat so I returned it the RMA #[redacted]. It took about 10 days for my bank to receive a credit for my account after they took a 15% restocking fee. A couple of days later they put a credit hold on my bank account saying I only returned the knobs. I called them with the tracking #[redacted]from Fed X ground showing the weight of 55lbs so after 2 more calls they took the credit hold off of my account. The next day they put a hold on my account again, after another call it was taken back off. The next day it was back on again, when I called they said it was a mistake and would be taken care of. They will take the hold off of my account and about 2 hours later it will be back on. Today is 3/**/2014 at 2:33 PM and at this time the hold is still on my account. I have read online where a lot of other people have had a lot of problems with this place as well. I paid 1089.00 dollars for the motor and they refunded 918.49 and have had that amount tied up in my bank account since March **when they received the motor back so I can't use that money for anything else. I am tired of these people lying to me and keeping my money tied up. They don't deserve to be in business.Desired Settlement: I would like to have the credit hold taken off of my bank account and never touch my account again, and pay me for the restocking fee that is way too much

Business

Response:

To Whom This May Concern,

We are in NO WAY able to place any type of HOLDS on our customers accounts. Customer would have to speak to their Card's issuing bank to find out their policies related to purchases/transactions.

Customer was previously refunded the full purchase price of the returned item - no further refunds are currently due on this account.

If you would like to discuss this order further please feel free to contact our 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 have determined that my complaint has NOT been resolved because:

[Your Answer Here]

They LIE. If they have your card number they can put a memo hold on that account. I got my bank and MasterCard involved and their fraud dept. got me a full refund including the 15% restocking fee they charged. If they didn't do anything wrong their response wouldn't have included the restocking fee and wouldn't have been so quick. Thank you for your help and in the future when someone else complains about this place, and they will tell them to talk to their bank and they can help.

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

Sincerely,

Review: I did purchase a Garmin GPS NUVI 465 LMT and work good for like 2 monts and stop working I got a new one back and same problem I send back and got other exchange and same problem still not working , and now they said that I can not get anew one or echange or my money back for what I see they sell items that are not good and taking money from cutumers could you please do something about my name is [redacted] and my phone number is seven one four five nine tree eight seven nine tree thank youDesired Settlement: my money back or unit tha work fine please and stop roobing the custumers

Business

Response:

To Whom This May Concern:

Review: I returned two items to this store, one one 8/**/13 (Stubborn Dog Receiver Collar )and one 8/**/13 (Spyglasses). Initially they were going to exchange the receiver collar for the correct remote training collar I needed. On 8/**/13 I called as I had not heard from them and was told the collar I wanted was on back order. Then on 8/**/13 I called and had to send back the Spyglasses that I had purchased for my husband to use while hunting, they had never worked and I wanted to get a replacement pair. Still no contact so on 9/**/13 I called and they said the glasses were discontinued and they would only give me a store credit since it had been 8 months since I purchased them, even though I did not break them and had purchased an additional 2 yr. warranty. I finally agreed and since my original exchange had still not been sent I asked to combine the amounts and I would order a set of training collars for both my dogs. I checked their website and ordered The Big Dog Elite training system for two dogs. Item #PDT00-13625, Price of $224. I gave them my credit card number to bill me the additional amount for this system. They said it would be shipped out tomorrow and I would get it in 3-5 days. On 10/*/13 I call and they say it is on back order, even though it still shows on their website as IN STOCK. Since that time I have spoke to variety of sales clerks and managers at least 6 times, each time I have to give the entire history and the process gets repeated over and over again . So again today 10/**/13 I call them and they tell me they shipped it. BUT when I persist the clerk clarifies that they did not actually ship what I ordered as it is on BACK ORDER. The website still says the Two Dog system is IN STOCK. At this time BOTH the original exchange collar and the alternative I found have been offered for sale while actually on Back Order, with no specific date when they will be available. They advertise things on their website that they DO NOT have the ability to sell or send you. So at this time they have shipped me something I did not order AND billed my credit card an additional $32.Desired Settlement: I would like to be refunded the money I spent on each item, including the cost of the warranty I paid for on the item that they discontinued. I will happily ship back whatever it is they send me and be glad to never do business with this company again. First item returned FOS2979302E value, cost me $74.95 Second item FOS2601664E cost me $52.94 Then they just billed my credit card for whatever they sent me that evidently soct more than my refund, amount billed to my VISA $32.06. I have spent a total of $14.56 on shipping getting and returning to them. Out of pocket cost to date $174.51 Cost of my time and emotional distress is much higher. I am unemployed and have lost my home so this money was not something that I had to play with.

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 we understand completely our customer's fustration and will do everything we can to ensure this does not happen again and get the customer help with the return of all merchandise along with full refund once the items have been returned per our Return Policy.

UPS will go to our customer's location to pick up all merchandise within the next 24 to 48hrs.

If you have any questions and/or comments please feel free to contact us Monday thru Friday at ###-###-#### 9am to 4pm Eastern.

Customer Relations Department

Review: I ordered an AT&T CL84350 telephone set which included a corded base unit and 3 cordless handsets on Sept. **, 2013, order [redacted]. I received a package with one corded base and one handset and was an AT&T CL84200. A separate package arrived with no shipping receipt or notification of what it even was for of 2 additional handsets. That is not what I ordered. I wanted the CL84350 as I previously had this model and already had additional handsets I could use with the new set that was hit by lightning. The CL84200 is NOT compatible with the CL84350 handsets. I called and spoke with [redacted] on September [redacted] at 9:35am to discuss returning the item. I informed her that this was the 2nd time I had ordered from this company and been sent the incorrect items and that returning the incorrect items was expensive for something beyond my control. She said she would issue a $6 credit for shipping when the merchandise was returned. I returned the merchandise at a cost of $14.39. When the credit was issued to my account it was in the amount of $59.45. A deduction of $25.50 was made for a restocking fee (seems excessive). No $6.00 credit was given. I called again on October **, 2013 at approximately 8:40am and spoke with [redacted]. She said that the $6.00 could only be given if I was exchanging a product. I told him that I had requested an exchange but was given a credit so obviously they could not send the CL84350. He verified that if I did indeed reorder I would receive the same thing that I had - a CL84200. Their site specifically lists the CL84350. I have a copy of the order form and it clearly states that I was ordering a CL84350, brand new. Not that I would be receiving something thrown together by the warehouse to simulate the CL84350. I asked to speak with a manager and funny thing - none was available. I asked for a call back but have no great expectations.Desired Settlement: The balance of the purchase price which is $25.50 plus an additional credit of $6.00 to partly coverage the return shipping due to the company shipping the incorrect item.

Business

Response:

To Whom This May Concern,

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

After reviewing the complaint made by our customer along with the notation history I do see that this was a miscommunication .. customer did indeed recieve the correct order.

Customer purchased the AT&T CL84350 - this is a base unit along with 3 cordless handsets. We do pre-package units as a bulk set and once those bulk sets are completed we would ship merchandise to make up the set .. in this case customer was shipped the CL84200 (base and 2 cordless handsets) and 1 CL80100 (single cordless handset) .. this would make up the CL84350 - base and 3 cordless handsets.

I do see that this customer has since returned all merchandise and was refunded the full purchase price collected. Unfortunately, we are not able to refund more than collected. Therefore no further refund is available at this time.

We here at the FactoryOutletStore pride ourselves in excellent Customer Support and would offer our customer a 10% discount on any future orders.

If you feel the need to discuss this complaint any further please feel free to contact us Monday thru Friday 9am to 4pm Eastern at ###-###-####.

Customer Relations Department

Review: I ordered a headset on this site and the invoice I received asked to call them to receive a free $25 gift certificate. When I called they explained the offer and said the only charge was $3.95 for shipping. I asked the to confirm that was the total charge, which they did. At the end of the transaction , after I had given my credit card, they told me that if I liked their discount service they would charge me $17.95 a month. At that point I told them that I was not interested and to not charge my card. They said all I had to do was call them and cancel and I asked for the phone number but the man would not give me the phone number unless I told him it was okay to charge my card. I told him I was NOT giving him permission and was going to hang up, which I did. They still charged my card.Desired Settlement: Refund my card and they need to tell people before hand that they are signing up for a discount service and there is a monthly fee

Business

Response:

To Whom This May Concern,Thank you for ordering with us here at the FactoryOutletStore. We apologize for the inconvenience that this has caused you. The Rebates/Offers here at the FactoryOutletStore are all Customer Driven, completely optional and can be canceled at any time. Each offer consist of different services, products, incentives etc. along with a range of redeeming guidelines. We do not govern nor run these programs. Customer must contact each option directly to either sign up or cancel - in this case to cancel the service and obtain a refund. We would be more than happy to assist in any way we can .. please feel free to contact our US Based Customer Relations Department at ###-###-#### Monday thru Friday from 9am to 4pm Eastern/Standard at your convenience.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 canned response from the company is not acceptable. I TOLD the man on the phone to NOT charge my card and he did it anyway. I also received a phone callfrom someone from the business who said they would take care of the charge and cancel the program for me. I see no mention of this in the respnse. Sincerely[redacted]

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

Sincerely,

Business

Response:

We contacted the 3rd Party to ensure this billing issue was solved and found that the transaction was indeed successfully cancelled and a Manager contacted the client as well to apologize about the inconvenience. Customer Relations Department

I bought note 3 Samsung phone from factory outlet store 11 mounts ago. phone was new and had1 year insurance . Now phone has Internet and power problem . Therefore I called this company 10 times and tried to get help to repair . They gave me couple different phone numbers which was not answered by someone . Finally I called Samsung to get help. Couple days later they called me back . Samsung doesnt cover insurance on my phone because phone originally came from Australia. But I bougt phone in the usa . This company lied to me about insurance .

Review: Odered item Latex King pillow 49.95 on thursday August **, 2015 approx 8:00Pm in the evening. Tryed to cancel on August **, 2015 approx 9:00Am within the 24 hour grace period. Was told that I could not cancel and that I would recieve a tracking number by the next day or following monday August **. Did not recieve tracking number and could not get a response to e-mails or phone calls until I finally contacted my credit card company and requested a dispute. I was told by my credit card company to accept the package when it was delivered so I would have proof that I had sent it back. Recieved the package on August ** and it was obviously not a new item as advertised. I returned today and had to pay $23.00 dollars returned fees as this company would not issue a return label. Very bad customer service and false advertisement as this item was not new and had a very bad odor. I would like to be reimbursed for the shipping fees that I had to pay. Order # [redacted]Desired Settlement: I would like to be reimbursed for the shipping fees that I had to pay. Order # [redacted]

Business

Response:

To Whom This May Concern,We regret that our customer was not happy with the purchase made with us. After reviewing this complaint along with our notation history we do show that our customer placed the order via our online shopping cart on 8/**/15 (after 4pm Eastern) and the order was sent to our warehouse on 8/**/15 @ 9am. Customer contacted us on 8/**/15 (Friday) @ 11:36am to get the tracking number and our Customer Care agent explained the order was already sent to the warehouse and we are awaiting tracking which would be emailed to the customer once available. Customer contacted us again on Monday 8/**/15 for the tracking - stating she lives in a gated community and needs to know when to expect the package so she can leave the gate open for [redacted] - there was no mention of cancellation.Our warehouse packaged the item on 8/**/15 - [redacted] - [redacted] picked 1st scan was on 8/**/15 (Monday) and the package was successfully delivered on 8/**/15 (Thursday - 5 Business Days). Customer contacted us on 8/**/15 to state that she was "not sure if she wanted to keep the item" and was given directions for the return. On 8/**/15 customer contacted us to ask questions about our Return Policy & Procedures. We have since received a Dispute from the customer's credit card company stating customer did not receive the merchandise. To date we have not received the item(s) back as a return.We sincerely apologize about any inconvenience that this has caused our customer and will accept the package as a return with all the original packaging within 30Days of the delivery and the order will be refunded the full purchase price. If you would like to speak with us directly please feel free to contact our US Based Customer Relations Department at ###-###-#### Monday thru Friday 9am to 4pm Eastern/Standard.US 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:

This is not true, I contacted by phone and called two different numbers and talked to two different people to get this order canceled and was told that it could not be canceled. I had to call twice and send an e-mail requesting a treacking number. The tracking number was not given to me until I finally filed a dispute with my credit card company.

[Your Answer Here]

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

Sincerely,

Business

Response:

MESSAGE FROM THE Revdex.com:1. Did you receive the returned item from the consumer? Yes - it was logged on 9/*/152. When should the consumer expect to receive the refund? Customer previously refunded on 9/*/153. How will she be refunded (credit card, check, etc)? Back to the original source of payment4. Provide us with a copy of your policy regarding who will pay return shipping.[redacted]Return Policya. There are no returns on your mattress order. All sales are final. We accommodate our customers by offering a 120 night comfort exchange policy. b. Canceling your mattress order after 24 hours will result in a $150 cancellation fee. (There is no cancellation fee if you cancel your mattress order within 24 hours.)c. Accessories that are unopened, sealed in original packaging & not used can be returned for a full refund or credit, less the shipping costs.d. Accessories that are opened & used cannot be returned, for health & safety reasons.

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 bought a product inline and it arrived, There was not all the parts or a automatic sensor, I called customer service and got hung up on twice. I just need the bolts and the sencor but they could not provide that. They said I had to call the manfacturer. When in america do you get what you pay for?Desired Settlement: Bolts and a ensor like I paid for

Business

Response:

To Whom This May Concern,We regret that our customer was not happy with the purchase made with us .. this is a common occurance with the Smart Doors. Please check with the customer to see if they removed battery cover on the backside of the smart door, this is where the key and hardware is kept. If you have any additional questions and/or comments please feel free to contact our US Based Customer Relations Department at ###-###-#### Monday thru Friday 9am to 4pm Eastern/Standard.Customer Relations

Review: Ordered a Motorguide trolling motor back in March of 2014, paid $462.95 Order Number # [redacted].

Item arrived damaged from UPS, UPS was notified and promptly administered a Damage Call Tag for pickup on 4/**/14 Tracking# [redacted] . Return was delivered to shipper on 4/**/14 signed by [redacted]. At this time I have no item or no refund I'm simply out $462.95Desired Settlement: Full Refund in a Prompt Time Frame.

Business

Response:

To Whom This Concern:

We regret that situation with this package being damaged and returned.

The customer's paypal account will be refunded within the next 5 Business days.

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 Nov [redacted]I placed an order with this company and they charged my bank card.

I did not receive conformation of shipping, and eventually I purchased what I needed elsewhere. Some time later, I found an email in my Spam filter requesting authentication of my email address (clearly what held up the order). I confirmed my email address, and immediately emailed the company Customer Service department, requesting that my order be cancelled, as I no longer needed the items.

They sent them anyway. I refused the shipment.

I called them on Jan [redacted], and they said they hadn't seen the shipment back yet. I followed their tracking link, and it showed they had received it Dec [redacted]!! So I called back immediately, and the man I spoke to ('[redacted]') said he would issue a refund.

[redacted] of yesterday (Jan [redacted], I had still not received a refund, so I called again, and the lady I spoke to said she issued a refund and I would receive an email confirmation. She just send me an invoice for the original order, showing a 100% discount. This is not a refund, it is a ploy to make me think they are issuing a refund. They clearly intend to keep my money, and now I am past the 60 day window that my bank will honor in assisting me, so I am turning to the Revdex.com.Desired Settlement: I want my money back. I am not even seeking any damages, I just want my original purchase price ( $ 75.90) refunded.

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.

Review: I placed an order on 11/**/13 and received the product damaged (in transit via UPS) on 12/**/13. On 12/**/13, I called to report the damage and was asked to email photos of the damaged package. These photos were emailed on 12/**/13 and I received no response. I called again on 12/**/13 and was told there was 7 days for processing and to call back in a few days. I called back on 12/**/13 and was told over the phone that they never recieved the photos of the damage. That same day I sent a second email with the same photos of the damage. They confirmed they received the email via phone call on the same day and said they woukd call back with follow up directions. Over the time since 12/**/13 until today 1/**/14, my husband has called on at least 5 different occasions. Each time they promise a follow up, but do not deliver. In my opinion something is wrong with the company because they will not follow up in writing (email) so there is no paper record of the communication.Desired Settlement: I would like a full refund of $339.95 for the order. I will send back the damaged product at no cost to myself (I did not incur the damage).

Business

Response:

To Whom This May Concern,

We regret that the package was damaged intransit to our customer.

After reviewing the complaint along with the notation history I contacted the customer today to alerted her that we will send a Pre-Paid Shipping Label for the damaged item thru email and that once have refunded her the full purchase price of the item today.

Once we have received the damaged return we will close her order out. If you have any questions please feel free to contact our Customer Relations Department Monday thru Friday 9am to 4pm Eastern/Standard at ###-###-####.

Review: The item I bought from factory outlet store is clear advertised that when you buy the item then they will also include and send you a third solar panel. the url for the actual advert is http[redacted] and the exact words used are "Special Offer Ends July [redacted] A 3rd Free Boulder 30 Panel ($240 Value) Product # [redacted] " I bought this on June **, 2013 and received the item on Friday June **, 2013 but it only had 2 solar panels. I called the company on the phone they listed [redacted] and talked to customer service and they informed me that they will contact the warehouse are let them know about the missing third panel. I again called on Tuesday June ** and talked to customer service and they asked me to wait for 48 hours after which they can update me with the response from the warehouse. I again called on Thursday June **, 2013 since I have not heard from them and customer support told me that they are waiting for response from warehouse and should update me by end of day Friday. I then called on Monday since I never received any correspondence from the. I asked to talk to a supervisor and I was connected to [redacted] at extension [redacted]. She first tried to tell me that the third panel is only sent if you buy the product directly from goal zero. But I inform her that I had sent a screen shot of their website with the item as advertised and the exact words. She went to the website and confirmed the advertising and then I told her that if they can not honor it then they should let me return the item to them so I can bug it from goal zero directly. She then paused and told me that she is going to send the third solar panel to me and that she was going to call the warehouse and get me a tracking number of the shipment once it is shipped out by the warehouse before the end of day. I called back on Tuesday since I never received the tracking number, but customer support asked me to give then until Tuesday to get the tracking number. I called on Wednesday today since I never got any response from them and talked to manager called [redacted] at extension [redacted] I gave her the history of my correspondence with their company and she talked to manager [redacted] whom I had talked to earlier and confirmed that they had agreed to honor the advert and that they had asked the warehouse to send me the third panel. She told me that they can will get me the tracking number to me on Friday July * once the item is shipped out. I a filling this complain because I am not sure if this company is just taking me round and round in circle.Desired Settlement: They need to ship the third panel to me as they had advertised. If they can not do that then they need to give me a full refund so I can buy the product from goal zero directly.

Consumer

Response:

I have reviewed the item in question from 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: In stock item was actually back ordered, instead of responding to my emails, they sent it randomly 7 days later and charged me for it without notifying. Bought a new machine, it was used, "VOID" seals were broken. Machine did not work properly, manufacturer customer service confirmed that the machine was likely used and is defective. Multiple attempts were made shortly after receipt, no response several times, about 3 weeks later I finally got someone to give me an RMA. I had to pay return shipping, AND they withheld 16% ($127) of the cost. All for a misrepresented, used, and broken machine that I was charged for without authorization.

Business

Response:

To Whom This May Concern:

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

After reveiwing the complaint made by out customer as well as the notation history I do see that the customer's order was indeed on a temporary Back Order. We emailed the customer at [redacted] to make them aware of the Back Order for the order placed 4/** was going to be shipped on 5/*.

Customer emailed us on 5/* to inquire about he order and again was made aware that the ordered item was on a temporary back order - customer did not respond to cancel order therefore the merchandiset was shipped as made aware on 5/*.

On 5/[redacted] contacted us stating he did NOT LIKE the machine and wanted to return the item for a refund. The customer care agent suggested an exchange to which customer declined. The agent emailed customer the Return form and the item was indeed returned on 6/**.

Per our Recieving Warehouse the item was recieved and inspected. No defect was found, therefore customer was refunded per our Return Policy.

We here at the FactoryOutletStore pride ourselves in excellent Customer Service and as a courtesy we will refund the customer the full purchase price today.

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

Customer Relations Department

Business

Response:

To Whom This May Concern:

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

After reveiwing the complaint made by out customer as well as the notation history I do see that the customer's order was indeed on a temporary Back Order. We emailed the customer at [redacted] to make them aware of the Back Order for the order placed 4/** was going to be shipped on 5/*.

Customer emailed us on 5/* to inquire about he order and again was made aware that the ordered item was on a temporary back order - customer did not respond to cancel order therefore the merchandiset was shipped as made aware on 5/*.

On 5/[redacted] contacted us stating he did NOT LIKE the machine and wanted to return the item for a refund. The customer care agent suggested an exchange to which customer declined. The agent emailed customer the Return form and the item was indeed returned on 6/**.

Per our Recieving Warehouse the item was recieved and inspected. No defect was found, therefore customer was refunded per our Return Policy.

We here at the FactoryOutletStore pride ourselves in excellent Customer Service and as a courtesy we will refund the customer the full purchase price today.

If you would like to discuss this further please feel free to contact us Monday thru Friday 9am to 4pm Eastern/Standard at [redacted].

Customer Relations Department

Consumer

Response:

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

Sincerely,

Review: My computer needed a battery so I searched online for one & came across this Factory outlet store & gave them a call. I ordered a brand new battery & power cord. I gave them all the info needed to get the correct items. When these item arrived I placed them on my Laptop and plug it in which caught fire after doing so. I called them concerning what happen & was told to just throw them away & they would refund my money back to my bank (which they never did)! I was told that there is nothing more they can do except apologize for what happened. This company not only took my money but sent faulty items that destroyed my laptop. I am seeking my money back of $48.80 for the item in which I purchased.Desired Settlement: Refund me my money & repair my Laptop if it can be repaired due to it catching fire.

Business

Response:

To Whom This May Concern,We regret that our customer was not happy with the purchase made with us. After reviewing this complaint along with our notation history we do show that our customer contacted us directly on 8/**/** stating that the item would not hold a charge. Our Customer Care agent reviewed the order and decided to fully refund our customer without the need of a return. This refund was successfully completed on 8/**/**.On 8/**/** our customer contacted us to inquire about the refund and was updated about the previous refund made on 8/**/**. We received calls from our customer regarding the refund previously made also on 8/**, 8/**, 8/17, and again on 8/19. Each time we confirmed that the refund was previously made on 8/**/** and suggested that our customer contact their Card Company directly to inquire about how long refunds typically take before our customer is able to view it in their account.We sincerely apologize for any inconvenienced that this may have caused. If you have any further questions and/or comments please feel free to contact our US Based Customer Relations Department at ###-###-#### Monday thru Friday 9am to 4pm Eastern/Standard.Customer Relations Department###-###-####

Review: My order with FactoryOutletStore.com in [redacted] was only partially fulfilled.

The order #[redacted] for HUMM-PIRMAX150-PT included a battery and battery charger.

Those 2 items were not delivered along with the hummingbird portable fish finder.

Repeated calls to customer service resulted in long wait times and dropped calls.Desired Settlement: Send the missing battery and battery charger

Business

Response:

To Whom This May Concern,

We regret that you are not happy with the item recieved and see that we have sucessfully spoken to you previously. We do not show any further communication with this customer.

The missing battery and charge will be shipped to you today and should arrive very shortly.

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 5pm Eastern