FactoryOutletStore

Review: On 12/* I purchased on line a USB Cable for a Garmin Nuvi 350. The item came 8 days after the purchase broken and not usable. Tried to call the FactoryOutletStore but never got a reply and was left waiting numerous times. I paid $19.95 for the item although the price should be $5.00.Desired Settlement: FactoryOutletStore should refund the $19.95 to my Debit Card account. Alternatively, I will file a fraud claim with my Bank.

Consumer

Response:

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

Business

Response:

To Whom This May Concern, Thank you for your purchase with us at FactoryOutletStore. We regret that our carrier of choice damaged the package. Upon reviewing your order we do show that we spoke with you on 12/*/14 regarding the package whereabouts as well as our carrier of choice. We pride ourselves in excellent Customer Service and will have a refund of $19.95 sent to our customer's Pittsburgh, PA physical address as soon as possible. Please feel free to contact our Customer Relations Department - Monday thru Friday - 9am until 4pm Eastern/Standard at [redacted] if you would like to speak with us directly. US Based Customer Relations Department [redacted]

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 Samsung Filter for Samsung DA29-00003B (6-Pack) for a total amount of 137.70 shipped. On the website the picture showed a picture of the Samsung brand filter. When I received the product it was completely different than what was shown on the website. I contacted Factory Outlet Store and they stated to fill out an exchange form and ship the item back. I filled out the form stating that I would like an exchange for the correct Samsung brand filter as shown on the website. After 2 weeks goes by I didn't hear anything from them so I called and they stated that they didn't receive my package. After few more long awaited phone calls they finally confirmed that the package was received. I spent a total of $17.35 for the shipping cost to return the product. A week goes by and I see a refund on my credit card in the amount of $89.04. They had charged me a restocking fee. How can they charge me a restocking fee for a misrepresented product and also not refund my shipping fees. I would like Factory Outlet Store to refund my $137.70 along with my shipping cost of $17.35. Since they already refunded $89.04, then the remaining refund balance due to me should be $66.01.Desired Settlement: Factory Outlet Store should refund me the remaining funds including my shipping cost in the total amount of $66.01

Business

Response:

To Whom This May Concern,

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

We sincerely apologize for the inconvenience that this caused you and fully appreciate this comment .. the item ordered was a replacement - replacement for the original. Please review your proof of purchase to see the item purchased - Replacement Filter for Samsung DA29-00003B (6-Pack). As a courtesy we will refund the full purchase price of the item today.

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.

Review: Purchased phone from this company in December 2013 during the 6 months certain functions stop working properly. I called them and they emailed me an Exchange/Return from requiring the following:

Returns must be within 1 Year from date of receipt.

Products must be in the condition you received them and in the original box and/or packaging.

Items returned in any other condition will result in item being returned at customers cost for shipping.

This form must be filled out completely, signed and returned with your item.

Please Allow 2-5 business days to process your return / exchange upon receipt of your package.

I returned the item as described above on 6-**-2014 with the following UPS tracking number

It is over 5 days and so I called to find out the status after being on hold for 40 mins and they could not tell me when they will send the replacement phone. So, they transferred me to a "Manager" who now tells me its 7 to 10 business days and they don't know when someone is going to "Look at he phone". After I informed her that I am upset with there lack of customer service she puts me on hold for another 20 mins without prompting me (so she basically hung up on me)Desired Settlement: I want a new product in place of the previous one sent. IF that cannot happen the first week of July 2014 then refund my money and I will take my business elsewhere!!

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 I do see that our customer purchased a Galaxy S4 (GALAXYS4-BLACK (i9500) in December 2013 and we have a 30Day Return period. I see that the customer contacted us June 2014 to state that the unit was not working - at this point we were to refer the customer to the Manufacturer for assistance with the item .. as a courtesy we approved the return for an even exchange.

Once the item was received our technicians looked over the item and found that there was a software issue that we were not able to fix and we returned the entire item to the customer to send to the manufacturer for assistance - UPS tracking [redacted] - package was delivered 7/*/14 back to the customer.

Unfortunately, we are not able to process this exchange due to the issues found and highly suggest the customer contact the manufacturer directly for assistance with this matter.

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

Customer Relations Department

Review: I placed an order for a Panasonic epilator on April **, two days after I received an email informing me that the product was out of stock, my credit card was debited and then credited. I called the Factory Out several times after the seven to ten days dead line was given they kept stalling and also transferring me which always ended in the phone being disconnected. Finally after a month I kept trying to track the package it was shipped via UPS smart post . The package ended up in the [redacted] local post office with a Brooklyn address. There has been no activity for 4 days. I have spoken to a [redacted] , tell her I know longer want the package that I have not receive, and my credit needs to be credit right away. I believe this website is fraudulent and other consumers need to be warned. Thank you for you time.Desired Settlement: I would like my credit card refunded immediately and the so call package be returned to sender

Business

Response:

To Whom This May Concern,

We regret the issues you are experiencing with the order placed with us.

After reviewing your complaint along with the notation history I do see that the package was shipped out via UPS Sure Post Tracking [redacted] and on 5/*/14 there was an issue that says:

The post office was unable to deliver your UPS SurePost package as addressed. Please contact the sender for assistance.

Along with an updated notation that says:

05/**/2014 - 8:59 A.M. - Your UPS SurePost package was transferred to the wrong post office. It is being corrected.

We sincerely apologize about this situation and will refund the account today and work with UPS/USPS to have the package returned to our warehouse.

Customer Relations Department

Review: I purchased this battery that was advertised for the Dell XPS M1710 computer for a friend of mine, [redacted] who lives in NJ. She is blind, and when it was received she had her next door neighbor come over and install the replacement battery.Upon turning on the computer, a message from the computer's BIOS stated that the computer would not turn on with the type of battery installed.The computer runs fine when plugged in.At least FIVE emails have been sent to this company requesting a refund. No response received. I told them if I did not hear from them by COB today I was filing a complaint with the Revdex.com and the charge with my Amex card was being put into dispute.Desired Settlement: I want my credit card debited for the amount of $27.90 which is the total amount. If this company wants the battery returned, a pre-addressed shipping label will have to be sent to my friend Victoria. They have her address-it is the same address where the battery was shipped to.Once received she will have her neighbor drop it off in the mail or return it in whatever method this company requires.I would like a simple acknowledgement of my numerous emails that this battery received was not adv

Business

Response:

To Whom This May Concern,

We sincerely

apologize for the inconvenience that this may have caused you. We are here to help you in any way possible

but we do see that you have not contacted us since placing the order to alert

us of any issues with the item. Our phone number is listed on the order screen as well as your receipt. We do see that you have a total of 4 orders with us and appreciate your business.

We've went

ahead and emailed you a set of return directions to send the item back to us

for inspection and consequent full refund.

If

you have any questions please feel free to contact our Customer Relations

Department - Monday thru Friday - between the hours of 9am and 4pm

Eastern/Standard at ###-###-#### so that one of our Customer Care Agents can

assist you further.

Review: There was a mix-up with our shipping address to have items we ordered shipped to us. Over the course of 3 weeks and countless hours spent on hold and on the phone with their customer service we have yet to receive our final purchase. After being on hold for 20 minutes waiting to speak with a supervisor I was conferenced in with two other very unhappy customers. There was no supervisor on the phone, just the three of us left confused as to how that happened. After speaking with both of them they too had received the same terrible customer service, long wait times, and no issue resolution. The contact information for one of the people on the call is [redacted] and her phone number is ###-###-####. She too will be filing a claim as this is unacceptable.Desired Settlement: We would like the Polycom 4000 Ip phone that we ordered to be delivered and to not have to deal with this company ever again.

Business

Response:

To Whom This May Concern,

We regret that our customer is not happy with the purchase made with us .. after reviewing the complaint along with the notation history I do see that the customer placed the order via our online shopping cart with the incorrect Shipping Address. Customer contacted us to get the package re-routed to the correct address and we contacted UPS to attempt to have the package rerouted.

This package ended up being Returned To Sender due to UPS not being able to reroute the package and we reshipped the merchandise to the customer using UPS Tracking [redacted].

We are here to help in any way that we can and hope that our customer is happy with the merchandise ordered. If you would like to discuss this further please feel free to contact our Customer Relations Department at 646-367-6141 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:

The company did not address the customer service issue which is the main complaint. The shipping issue was a minor issue in comparison to the extreme wait times, the rude customer service representatives, the fact that I was conferenced in with several other customers and no customer service rep, and the clear avoidance of the real issue. Not to mention one of the items we received was defective and had to be returned and replaced. An order that should have taken less than a week to arrive has now been drug on for almost a month due to disorganization and bad customer service, even with the shipping issue.

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

Sincerely,

Review: I purchased a minn Kota edge trolling motor for $329.99 on February **,2016 and received confirmation my product was ordered and will be shipping. A week later on February **,2016 I received another email stating that trolling motor was no longer available the only one they could off was one for $379.99. Which is a $50 difference I am not willing to pay that because my previous order was for $329.99. When trying to get the company to stand by their product and advertisement all they would offer me is $10 off which still leaves it at $369.99. My issue to begin with was the $50 diff and them not standing by their advertisement. I believe this company is a frud and are scamming people.Desired Settlement: I would like my trolling motor I had purchased for its origanl price of $329.99 not $379.99 I would like a $50 discount

Business

Response:

To Whom This May Concern,We regret that our customer is not happy with the purchase made with us and sincerely regret the inconvenience that this caused. After reviewing this complaint along with our notation history we do show that our customer purchased a refurbished item with us and our stock has depleted - we are no longer able to source this item. We contacted our customer to alert them of the issue and offered him the option of purchasing the Brand New unit of the same model along with a $10 courtesy discount .. the Brand New unit is $50 more than the Refurbished unit our customer purchased ($40 more with our internal courtesy discount), our customer declined this option. We have since refunded the full purchase price of the order back to our customer and have successfully closed this order. The courtesy offer still remains should our customer choose to accept.If you would like to speak with us directly please feel free to contact our US Based Customer Relations Department at ###-###-#### Monday thru Friday 9am to 4pm Eastern/Standard.Customer Relations Department

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], they did give me back my money, but the reason for the complaint was because I ordered it and they couldn't supply it. I went with another item from a different company and will never again do business with factory outlet store. Because I don't appreciate being deceived, and they were not able to make up the difference of the cost.

Sincerely,

Review: I purchased a 65" Panasonic flat screen TV from Factory Outlet store and it arrived completely broken. The box with the damaged merchandise arrived as they promised and, there was no damage to the exterior of the packaging. I did not open the box for several days after receipt due to the fact that it is a very large TV and I didn’t have time to mount it as I left for a business trip shortly after receipt of the package. Upon opening the package, I inspected the unit itself and there was no externally obvious damage. That being said, as soon as the unit was turned on, it failed to show and image and there were hundreds of cracks across the entirety of the LCD panel. This is consistent with damage to the panel during the manufacturing and assembly process. Upon discovering the damage, I immediately called the vendor and was told that I would receive a shipping label to return the unit for a replacement within a 24-48 hours. When that did not arrive, I called back and was informed that I would need to provide photos of the exterior of the packaging to confirm that it had arrived undamaged. I provided those photos and the vendor confirmed receipt of them by phone. They promised that a shipping label for returning the unit was forthcoming. Several days later I called again because I had not received a label and was informed that they would need me to send photos of the unit itself as well as photos of the damage that was visible when the panel was turned on. I sent those as well and the vendor confirmed receipt of them by phone. Since that time, both the regular customer service reps and several different levels of supervisors have claimed that a return label or replacement unit would be sent to me “within 24-48 hours” but I have still not received one over two months later despite literally dozens of phone calls to them. In each case, they have presented a new excuse or simply claimed that they are still investigating. In many cases, they have simply hung up on me or claimed to be transferring me to a different rep only to have the call “mysteriously” disconnected. It is quite clear at this point that the vendor has no intention of providing a working unit or refund despite my having followed all of there directions and requests throughout the return process. A cursory review of their reputation on websites like [redacted] and yours show that this sort of handling of damaged and incorrectly shipped items is completely common for Factoryoutletstore.com. I am also happy to provide any of the images that I provided to the vendor for you to review.Desired Settlement: While my initial request to the vendor was that they provide a working replacement unit, because they have delayed the exchange process for months, I was forced to purchase a new unit from a different vendor. As such, my current desired outcome is a complete refund.

Business

Response:

To Whom This May Concern,Thank you for ordering with us here at FactoryOutletStore.com We apologize for the

inconvenience that this has caused you and sincerely regret that the merchandise was damaged in transit by our carrier of choice. We will continue to work with our carrier to ensure proper handling/delivery of items in this class.We pride ourselves in excellent Customer Service and have refunded your account the full purchase price of the item and would like to extend a 10% discount on a future order with us.Please feel free to contact our US Based Customer Relations Department at ###-###-#### Monday thru Friday 9am to 4pm Eastern/Standard if you would like to speak with us directly. Again, we sincerely regret we were not able to make you one of our many Happy Customers!Customer Relations Department

Review: Bait and switch and product does not work. Photo of GE Water Filters for sale - product arrived is an off brand "replacement" part. When filter was installed the item failed and did not work properly (does not seal - water everywhere internally). Simply put -product does not work and is not as advertised.Desired Settlement: Refund back purchase price of filters & agree to pay for return shipping.

Business

Response:

To Whom This May Concern:Thank

you for your purchase with us here at the FactoryOutletStore.comWe

sincerely apologize for the inconvenience that this caused you and fully

appreciate this comment .. the item ordered was a replacement - replacement for

the original. As a courtesy we will refund the full purchase price of the item .. please discard the items safely. 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.

Review: I placed an order online at factoryoutletstore.com on 7/*/2015 order # [redacted] I have never received the item and when I called the 800# on 7/**/2015 on the email receipt, the number was out of service. I sent an email but have not received a response. I checked my credit card acct online and the charge posted on 7/**/2015. I did file a dispute with the credit card company. The product was Pacsafe Slingsafe 75 GII-Cypress charge $48.95 it is a purse. email address [redacted]Desired Settlement: I would be satisfied with delivery of the product or refund of the money.

Business

Response:

To Whom This May Concern,We regret that you are not happy with the purchase made with us. After reviewing the complaint along with our Order History we do show that your order went on a temporary back order and was not charged until the item was available to ship on 7/**/2015. Please review your email as we emailed you a copy of your receipt along with the tracking information for the location of your enroute package.If you have any questions please feel free to contact our US Based Customer Relations Department at ###-###-#### Monday thru Friday 9am to 4pm Eastnern/Standard.Customer Relations Department

Review: Sometime prior to June [redacted], 2015, I ordered a cell phone replacement battery from this Co., for Samsung cell phone battery, mod: AA553446BA, serial #[redacted]. Payment was made by my [redacted] credit card ([redacted]) and my card was debited on June **, 2015 for $18.90. The battery was shipped to me and when I installed it in my phone, the phone showed "no battery" which meant the battery was no good. It wouldn't take a charge. I installed my old battery back in the phone and everything worked fine. I sent the battery back to Factory Outlet stores the same day I received it, with a note to send me a good battery or refund my money. I have called them once in early July, and they make like they never received the battery back. To- date, it is July **, 2015, and I have not received the satisfaction of a good battery or a credit back to my credit card from this company.Desired Settlement: I would either like a good battery back from this Company, or for them to refund my money. I can't imagine that there aren't other numerous customers experiencing the same problem with this company.

Business

Response:

To Whom This May Concern,We regret that our customer is not happy with the purchase made with us and have refunded the full purchase price of the item back to the original source of collections.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.Customer Relations Department

Review: I ordered and paid for a motor guide trolling motor on 3-**-15. Amount of 839.99 the order no is [redacted] the ref no is [redacted]. I received this ups on 4-*-15 damaged. I have emailed pictures twice. I have 4 emails from them telling me they are sorry and will process in 24-48 hours. These emails are dated 4-*, 4-**, 4-** & 4-**. I have called multiple times and received bogus information. They claim they cannt find my order, next time they are processing the refund, today after being transfered multiple times they say in 10 days. Most the time I struggle understanding the cutomer service agents. I want and need my money back. I have proof from ups the damaged trolling motor was received back to them on 4-**-15. This company keeps saying they will call me back. Nobody calls, please help me get my refund back. Please!!Desired Settlement: My full refund of $839.99 as soon as possible

Business

Response:

Thank you for your purchase with us at FactoryOutletStore. We regret that our carrier of choice damaged the package.Upon reviewing your order we do see that this order was previously refunded the full purchase price.Please contact our Customer Relations Department - Monday thru Friday - 9am until 4pm Eastern/Standard at ###-###-#### as soon as possible so that we maybe able to rectify the situation.

Review: After placing an online order I called to cancel it 2 hours later (I had found one of the items for almost 1/2 the price elsewhere & no longer wanted the second item). I was told I could cancel the order (and did), but that the first item would be shipped out as the order was processing and there was no way to stop it, but that the second item would not be sent to me as it was from an outside party. I agreed to return the item received only after receiving assurance that I would not have to pay for the return shipping and the phone representative assured me that he would send me a form with which I could return the item and not pay for the return shipping cost. [redacted] did not pick up the first item until 2 hours after I canceled the order on 4/**/14, so the order could have been stopped prior to shipping. I received item on 5/*/14 & the Exchange/Return Form via email and was assured that the link to generate a bar code on it was sufficient to mail it back when I called Customer Service to verify the return process. It did not contain an RMA number or anything that [redacted] would accept for return shipping payment, so I had to pay $40.34 to return the item that cost $58.95. I did receive a refund (in two parts, on 7/** & 7/**). The item was mailed for return on 5/**/14. Despite the order cancellation, I then received the second item on 6/**/14. When I attempted to call Customer Service to return the item, the automated phone system had a long wait & would tell you your queue number only after a while and then it would drop my calls as I got closer to being first in the queue. I finally reached someone in Customer Service on 7/** and was told no one there could help me return the item & resolve my issue and that they would arrange for a [redacted] to call me back a few days later. When I didn't receive a return call, I called back on 7/** and was told the same thing. This happened again on 7/** when I called back to speak with a [redacted]. I never received a return call. After having to deal with a family emergency, traveling and moving my residence, I attempted contacting the company again to return the item. I called on 10/** myself, and then with a conference call with my credit card billing representative and was told no one was there to resolve my issue. We set a time for a [redacted] to call me back on 10/** at 8pm -- I never received a call. I have called again today and been told the exact same thing and when I asked what hours I could reach a [redacted], I was told 10am-4:30pm EST Monday-Friday. I have set yet another appointment to speak to a [redacted] and get this return resolved for an item I never should have received & am unwilling to pay ~$50 to return when I have already paid for the return shipping on the previous item. This company's customer service is appalling.Desired Settlement: Full refund for item and shipping costs including additional shipping cost for the first items return.

Business

Response:

To Whom This May Concern,

We regret that our customer was not happy with the purchase made with us and do show that the order was partially returned and previously partially refunded.

Once all items have been successfully returned we will refund the full purchase price of the order.

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

Customer Relations Department

[redacted] Revdex.com PLEASE NOTE - THIS MESSAGE WILL REPEAT [redacted]

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]

When I finally spoke to a [redacted] at Factory Outlet Store ([redacted] & then [redacted]) yesterday, they only agreed to refund the exact price of the 2nd item to be returned ($109.95). This was the item that was sent to me 1.5 months after the order was placed online and canceled 2 hours later-- it NEVER should have been sent to me. In addition, I was told in the phone call when I canceled the order on 4/**/13, that I would not have to pay for the return shipping of the first item sent to me and that the second item would not be sent at all. Therefore, the company should be responsible for the shipping costs of these two items and should refund me the full remaining balance on the order ($157.03) plus the additional cost for the return shipping of the first item as promised ($40.34). I am therefore due an additional refund of $87.42 (the amount outstanding after the promised $109.95 that the company stated they would refund yesterday).

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

Sincerely,

Consumer

Response:

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

[Your Answer Here]

Per [redacted] Tracking, the item (ID# [redacted]) was returned to the business on 11/*/14. I have not received a refund at this time. The company only agreed to a partial refund for an item that should never have been shipped to me and has not agreed to refund me for the initial shipping costs. I am requesting that I be reimbursed for the full amount I was charged in total (remaining $157.03 --not the item price $109.95 as I have been told I would only be reimbursed for-- and the additional shipping cost of returning the first item which were $40.34).

The partial refund offer from this company for an order that could have been stopped prior to shipping is unacceptable. I require full reimbursement of costs for this order and resulting return costs.

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,

All items have been successfully returned and refunded - please allow 10 to 15 Business Days to receive refund.

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

Customer Relations Department

[redacted] Revdex.com PLEASE NOTE - THIS MESSAGE WILL REPEAT [redacted]

Review: I tried to order walkie talkies from this company for the non-profit I direct in [redacted]. The company sent me emails saying they would NOT process this order because my shipping address did not match with the billing address. (I have this in writing from the company). I called to confirm that the order was cancelled and it was. I then ordered from another company. Then FactoryOutletStore.com shipped anyway. This then began hours upon hours of calls and emails from me to them that went unanswered. They asked me to return items, and said I must pay for shipping and [redacted] confirmed they would NOT charge re-stocking fee. I complained more and only after I shipped on my own they then sent label for shipping. They then charged for re-stocking or other fees unknown. Throughout this process I was proactive with emails, calls, and everything. (I have copies of all.) They FAILED to return emails and calls as they said they would. On some of my calls they said they would not charge for re-stocking; yet they did. Bottom line; I have documentation from them stating they would not deliver. they then did and I ended up paying over $102 for re-stocking I believe. Not to mention hours upon hours of my calls and emails that went unanswered.Desired Settlement: FULL REFUND - I should not have to pay ANY fees for their internal error of shipping this after I have documentation stating they would not.

Business

Response:

To Whom This May Concern,

We regret that our customer is not happy with the purchase made with us .. after reviewing the complaint as well as the notation history I do see that we emailed the customer asking for the back of the credit card as well as their State ID - so that we can match up the signatures - before we can ship the order. Customer faxed us back a signed copy of our Authorization Form, California State ID and the back of the card .. the order was then released to the address that was NOT listed as a billing address.

We do see that the customer returned the merchandise and was previously refunded the full purchase price of the return .. customer was not refunded for the Express Shipping as this is a service that once rendered is none refundable.

Customer also disputed with their credit card company and we replied the same and the case was closed in our favor. No further refund is due this customer.

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

Customer Relations Department

Consumer

Response:

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

[Your Answer Here]

1. This business is correct. I did send them a copy of the back of my credit card and other materials they asked for. AFTER that, they informed me by writing in an email (which I still have) that because my addresses still do not match up; that they will NOT process this order. I then called to verify, and a customer service representative said the order was cancelled and there is nothing he can do about it. I then followed up by multiple emails to confirm that went unanswered. Because I had nothing else to go on other then an email and a customer service rep acknowledging this order was cancelled; I then ordered from elsewhere. I got that order from elsewhere and 5 days later received a package from this company. Why? If I have documentation that they would not process my order, then I did everything in my power to make sure that was correct. Then now, they want me to pay for their mistake?

2. Over the next months I tried to resolve this issue personally. I called and emailed hundreds of times (no lies). People on the phone acknowledged that it was their mistake and that I should not have to pay for anything. On separate occasions I was told I would not be charged for (1) shipping, (2) their re-stocking, etc.

3. The sad part is I was ordering walkie talkies for the non-profit I direct for youth in the [redacted] wilderness. Bottom line, this company is stealing money and my time from my organization. they know it, knew it (the hundreds of emails I sent) but decided to find humor in it as I called many, many times, and emailed more; and they NEVER responded. This company knew their mistake, acknowledged it on the few times I actually spent 30-60 minutes waiting on their phone system, then made up stories. Get this one for example; I returned the merchandise as they asked (yup..I had to pay for it). They didn't credit me as they said I would. A month later I called to see why. They said they did not have it. I then contacted the [redacted] and tracked the item. It said that this company had it. When I faxed them documentation proving they have the merchandise, they scrambled then said "well sorry, we cannot refund you until someone in our warehouse signs for it". I was like "what? this is merchandise is in your possession and has been for weeks, and your not refunding me because of some internal issue?" The woman then hung up.

4. I can go on and on, and will in court if I must. But the proof is in the pudding: read any reviews online about this company; they are all negative. They have internal systems that are messed-up; they find pleasure in taking advantage of the customer based on their own internal rules. If this company had any heart and conscious they would at least try to deal with this personally and return calls and emails. I have the documentation from them that shows they will not process this order. They sent me this. I did not create this in my imagination. Do to this documentation everything else occurred; yet they wont own it. This company represents the fleecing of America.

5. The fact that my credit card company (in their words) "favored with them" plays no factor. they also gave the credit card company different and false information. I can re-open that case also if they like? Or why not do the humane thing, take my call, return my call, speak English and look at what you sent to me that shows why I thought this entire transaction was cancelled. Maybe your company can learn from this and make things better for others and all. that's what the good companies do...

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

Sincerely,

Business

Response:

Customer will be refunded within the next 24 to 48hrs for the express shipping charges that were previously rendered as a courtesy.

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 appreciate that the business is going to refund this charge for shipping. If everything they said is correct, this would mean the total amount charged to me will be refunded now. (This does not include the amount that I paid to return the item back to the business; which they sent a shipping label for a week after I already shipped it and many weeks after they said they would send this label.) Regardless, I look forward to the full refund now and I also hope that their statement of "Customer will be refunded in 24-48 hours" is not like every other time they told me they would get back to me in 24-48 hours (as this was a common statement from them that they NEVER followed up with).

I look forward to settling this issue and giving this business a better review.

Thank You.

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

Sincerely,

Review: I purchased a cell phone from this company and it barley works with no to little service. On it's web site is clearly states " Money back guaranteed " and "No hassle returns". After making several calls I was told they don't refund only exchanges. I don't want an exchange (already ordered a phone from a more reputable company...I hope); that being said; this company is horrible with already 400 complaints with the Revdex.com (should have done better research). "Goolgle" highly recommended this site as reputable reliable and safe so I went with it. After my problems with lie after lie and horrible customer service I discovered how "BAD" FactoryOutletStores.com is. I went to ResellerRaitings.com and Rippoffreport.com where a number of complaints were made. I also noted quit a few rebuttals from Factoryoutletstore where they did refund ripped off customers including for cell phones. After speaking with a supervisor today and stating all my complaints to her; she claims I will get a call back (something they have not done to this date) and that she will try "her best" to get me a refund. I truly do not believe her and really don't expect a call back as promised because they have not done so to date.Desired Settlement: Just want my money back $185.03

Business

Response:

To Whom This May Concern,

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

Customer placed this order via our online shopping cart and our Return Policy states that the Cell Phones MAY BE RETURNABLE .. this is impart due to Fraudulent Returns:

RETURN POLICY:

You may return or exchange merchandise for any reason within 15 days. There are certain conditions that must be met before any request for refund or exchange can be accepted. Cell Phone Purchase Request for Refund - Items must be returned back in the original sealed, unopened manufacturers packaging within 30 days of the original purchase date. Cell Phone Purchase Request for Replacement - Must meet all standards set forth below. If the standards are not met upon receipt of merchandise, it will result in the merchandise being returned to you at your expense:

Phone must be returned back with all original packaging, accessories & manuals.

Phone must not be damaged due to misuse, abuse or neglect

Phone must have a defect in materials or workmanship

We would suggest that our customer visit our Return Policy for review and then print out the Return Directions .. follow the directions and return the merchandise.

Once the package is returned and inspected our customer will be refunded per our Return Policy.

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

Customer Relations

Consumer

Response:

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

Sincerely,

The company sent me the paper work for a return of the defective phone; weather I get a full refund and how long it will take is yet to be seen. Thank you for all your help and support.

Sincerely,

Kathryn Keegan

Review: I purchased a QTY 2 of a "Brunton Sustain 2" Product # F-SUSTAIN2 from the [redacted] on 10/**/13 for $49.00 each as advertised on their site during their 20-75% off sale. My credit card was billed and my order status was changed to "Processed - Awaiting upload of tracking information", I checked on the morning of 10/** and the Order Status was changed to cancelled. I was not contacted regarding the order cancellation until I inquired through their online support system. I was told by agent [redacted] that the order was cancelled because the item is on back order. I explained that I would prefer to wait for the item to come back in stock as their terms and conditions state: "All orders are processed and shipped within 1-3 business days. In case the product you selected is on backorder, you will receive immediate notification and be given the choice to remain on backorder, substitute the backordered item for another item or cancel the order. " I was not given the choice to remain on back order and was never contacted prior to cancellation. I explained to agent [redacted] that the item is now showing "In-Stock" on their website for a higher price. She said that I could place a new order at the higher price and wait if the item is backordered but they will not honor the sale price I had already purchased the items at. After the conclusion of my online chat with [redacted] I received an email confirmation of order cancellation "Due to the product in your order being either discontinued or not available at this time, we have canceled your order. We do regret any inconvenience this may have caused. " The product continues to be available for sale and listed in-stock on the vendors website.Desired Settlement: I would like the retailer to honor their advertised pricing. I don't believe that the item is on back-order as the agent suggested I re-order at a higher price. The retailer did not follow their own terms and conditions when cancelling the order and continues to list the item for sale and in-stock at a higher price.

Business

Response:

To Whom This May Concern,

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

After reviewing the complaint along with the notation history I do see that customer purchase an item that went out of stock and will be restocked at a higher price. An email was sent to the customer the morning of 10/** @ 12:13 alerting customer about the change. Customer contacted us 10/** @ 12:20 directly after the email. Unfortunately, we are not able to keep customer on Back Order for the item at the Sale price as we are no longer getting the discounted price from our vendor to enable our customers to get that same price. Our cost is going up with the intake of the new stock once it becomes available to us.

Per our Terms Of Use on our website, we strive to provide accurate and reliable information about our products and services. However, human mistakes do happen and we cannot be responsible for any typographical errors and reserve the right to cancel orders due to such occurrences. In this case [redacted] order was indeed cancelled and all funds refunded to our customer.

We apologize for any inconvienece that this may have caused. 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 at ###-###-####.

Customer Relations Department

Business

Response:

To Whom This May Concern,

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

Unfortunately, we are not able

to keep customer on Back Order for the item at the Sale price as we

are no longer getting the discounted price from our vendor to enable our

customers to get that same price. Our cost is going up with the intake

of the new stock once it becomes available to us.

Per our Terms

Of Use on our website, we strive to provide accurate and reliable

information about our products and services.

However, human mistakes do happen and we cannot be responsible

for any typographical errors and reserve the

right to cancel orders due to such occurrences. In this case [redacted] order was indeed cancelled and all funds refunded to our

customer.

We apologize for any inconvienece that this may have

caused. 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 at ###-###-####.

Customer Relations Department

Consumer

Response:

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

Advertised as replacement battery for Canon LP-E8, picture shows an actual Canon product, received cheap knockoff made in china battery that may or may not work in a Canon camera which it was purchased for. To return the products with the 15% restocking fee plus shipping will cost just as much as tossing the [redacted] into the garbage. Highly upset about the false advertisement and description of the product to purchase

Review: I cant seem to get my refund. I have called several times and they keep saying it in the process and it will be in my account by the end of the day. Its been nearly 2 weeks.Desired Settlement: I would like to receive my refund.

Business

Response:

To Whom This May Concern,We regret that our customer was not happy with the purchase made with us and returned the item for refund.We do show that our customer successfully returned the package and was previously refunded. We were able to send a copy of the receipt to our customer's [redacted] account. Please contact your [redacted] directly to inquire on when our refund would be visible to your account. We would be more than happy to help in anyway that we can .. please feel free to contact our US Based Customer Relations Department at ###-###-#### Monday thru Friday 9am to 4pm Eastern/Standard.

Review: I have requested a refund for my purchase 2 weeks ago, for failure to deliver my mattress set that was expected to arrive TWO months ago. I only called back to confirm when my refund will appear on my credit card. Despite promises of my calls being returned, nobody did. Customer service has transferred me to their promotional sales without my permission, passed my call around, hung up on me and flat out lied to me when they said the department handling my refund will return my call on a Monday. Another of them has confirmed that that department is closed on Mondays.Desired Settlement: I want my money back on my credit card. Pronto.

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 made an order in April for a GPS unit for my boat. TheFactoryOutletStore.com's website listed/presented the item I ordered as new condition. What arrived however was in a clearly worn and open package. The unit was used and not the correct model that I ordered. I even paid for postage to return the incorrect item and I have since gotten the run around from TheFactoryOutletStore.com. They have sent the item back to me, have hung up on me, and acted as if they don't know what is going on for two months now. I have called them no less than 15 times and I emailed them pictures they asked me to take of the item. I even have opened a case through [redacted] as this was suppose to be a [redacted] trusted store purchase and insured. They too have yet to help at this point so I recently disputed the charge through my credit card company. If it comes to it I plan to hire an attorney to pursue the refund I am owed.Desired Settlement: I would like a refund of the full purchase price.

Business

Response:

To Whom This May Concern,We sincerely apologize for the inconvenience that this has caused our customer. After reviewing the complaint along with our notation history we do show that this warehouse error did indeed take much longer than usual to resolve - we sincerely apologize the time frame as well as the condition of the item upon arrival.The order was has been fully refunded today the full purchase price of the item and as a courtesy we would like to offer our customer a 10% discount on their next purchase with us here at the FactoryOutletStore.comIf 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.