Complaints

This profile includes complaints for Factory Buys Direct's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Factory Buys Direct

  660 W Lambert Rd Brea, CA 92821-3139

• 

  factorybuysdirect.com

  2800 griffin dr. bowling green, KY 42101

• 

  factorybuysdirect.com

  2800 griffin dr. bowling green, KY 42101

• 

  factorybuysdirect.com

  2701 Industrial Drive Bowling Green, KY 42101

• 

  factorybuysdirect.com

  2701 Industrial Drive Bowling Green, KY 42101

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/03/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered this unit for my home. Pilot light went out and would not relight. Had a recommended service company come out and checked the unit. The issue is the pilot light would not relight.The service man, recommended by the sender, came and checked the natural gas pressure which was normal. He checked further and the diaphragm for the pilot light failed. This unit was purchased on ******. It should be returnable by Jan 31, 2025, but the company does not have a link on ****** to return the item. I have attempted to call them, but get caught in a recorded loop.I would greatly appreciate anything that BBB could do for me to get a refund for the failed unit.

  Business Response

  Date: 12/11/2024

  To Whom It May Concern: 
  While we may be manufacturer of the unit and would be happy to provide any and all warranty support, we did not directly sell this unit to the customer.  This customer purchased the unit ************************ from ********** (as confirmed by the Amazon order number provided by the consumer), no funds exchanged hands with us.  As such, we do not have the capacity to accept a return or provide refund to this customer.  
  We also show no record of communication attempt to us from this customer, nor did we "recommend" any service person as stated in the customer allegation.  We have a fully staffed customer service team that is available by phone Mon-Fri from 8am to 5pm CST that most certainly is not an automated loop.  
  Should the customer make any attempt to contact us, we will honor our warranty and provide warranty support to the full extent.  If it is a return for refund the customer is after, that must be addressed ************************ with the seller. 

  Thank you, 

  ***** ********************************** Manager 

• Initial Complaint

  Date:11/26/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Factory Buys Direct company.Ordered a bluegrass living vent free natural gas fireplace B300RTN-3-AS off the website which stated in stock for $1049.99 on 11-11-24 They billed my credit card right away. No email confirmation. Had to set up profile on their site to see my order status. Kept saying waiting fulfillment. After a week I called and was told it would be shipped out.... no luck. After 3 calls I finally got the truth that they had no stock.I cancelled the order on 11-18-24, was told refund will be processed right away.....again no emails and no sign of refund. several calls and many lies about refund. 11-26-24 I put a dispute on my credit card. still waiting for resolve........ ************************* will take care of it

• Initial Complaint

  Date:02/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Gas logs were sold to us 10/27/23 from Lowes.com for $279.00 and set up in November and every 5-10 days the pilot would go out. I'd have to schedule the gas company to come out, take off work over 8x's from November to February and we hardly used the system. Most of the time it had no pilot and us waiting for the next visit from the gas company. Every Piedmont visit I thought it was going to be fixed but...wasn't. We went past our 30 days with ***** and were told by them to contact Factory Direct/****** and they should send another one since I proved from the beginning it didn't work. All Piedmont experts stated the system was a lemon. They put these in all the time and this one is not ok. ***** told us to keep them updated on how this went because they didn't want their customers experiencing this. I contacted Factory Buys Direct/Duluth Forge in February 26 and February28. First...they said to turn one k*** under the system and it would be fixed. *********** came again and it worked for 35 minutes and blew out. When I called FBD again I was told I was over the 3 months time but we had a warranty for 1 year. I told them I had a print out of how many visits from gas company and how I thought each time it would be fixed but they would not send me a new system. They (FBD) want me to hire the gas company again to come out and uninstall, mail it to them, have them look at it and return it to me, then have me hire to reinstall...what a nightmare. Any other company would see I tried, had experts check the entire system out and then apologize and send a new set and I return this one or give me a refund. At first I asked for a new system to be sent to me and I'd return theirs in one time (*********** uninstall their lemon and install the second one they should send), they want me to pay more of my own money in *********** to uninstall theirs, mail, and pay/schedule to reinstall and I spent enough. Please help. Now, just refund me my money...help.

  Business Response

  Date: 08/30/2024

  To Whom It May Concern,

   

  We have attempted to contact this consumer via phone on both 8/6/24 and 8/22/24, leaving voicemails each time.  Additionally, we emailed the customer at the provided email address on 8/23/24.  To current date, we have received no communication from the consumer in response to our attempts to speak with him. 

   

  Due to the consumers unresponsiveness, we are unable to move forward with providing any further or additional resolution.

   

  Thank you,

• Initial Complaint

  Date:12/23/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered this unit on November 8th and received shortly after. The pilot light continues to go out. This is a primary heat source replacement for our old insert. Now we are suffering in the winter cold until we can come up with a resolution. We had ****** Gas connect everything on the insert we didnt touch a thing. The room has plenty of ventilation as we thought that *** have been the initial problem. We cant adjust for temperature in the house as well due to pilot light going out all the time.

  Business Response

  Date: 08/26/2024

  To Whom It May Concern,

   

  We are able to confirm the customer purchase, but find no record of contact for the customer to us at any point regarding any issue with the unit so that we could support the consumer under warranty.  It seems as though the customer moved ************************ to a ******************** complaint, as even in the body of his complaint he does not mention making contact with us.  We have attempted to contact the customer and left voicemails for him on 8/6/24 at the phone number provided and to current date have not received anything communication back from the customer.  

   

  Due to no customer response or initial contact, we are unable to provide warranty support.

   

  Thank you,

• Initial Complaint

  Date:12/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May ******* at the Better Business Bureau,I am writing to file a formal complaint against Factory Buys Direct due to unresolved issues with their return process and inadequate customer service. Despite my repeated attempts to address the issue directly with the company, there has been a notable lack of effective communication and appropriate action on their part.Summary of the Complaint:1.Initial Contact for Return: My initial contact with Factory Buys Direct was on November 22, 2023, to request a return label for a purchase. Over the subsequent three weeks, I made four separate calls to their customer service regarding this ***************** from ***************** In each of these interactions, I was assured of a prompt resolution. Particularly, during a call on December 5, 2023, I was informed that a carrier would pick up the item on December 8, 2023.3.Lack of Follow-Through: As of December 8, 2023, I have not received any update or confirmation regarding the carrier pickup, nor have I received the return label as initially promised.4.Impact of Service Failure: This situation has significantly affected my ability to return the product within a reasonable timeframe, causing considerable inconvenience and distress.Resolution Sought:In light of these ongoing issues, I am seeking the BBBs intervention to help facilitate a resolution. My objective is to obtain a timely and definitive response from Factory Buys Direct, including the immediate provision of a return label and a confirmed pickup date for the item.I trust that the BBB will give this matter the attention it warrants and assist in reaching a fair and prompt resolution.

  Business Response

  Date: 09/16/2024

  To Whom It May Concern,

   

  This customer purchased their unit on 9/1/23.  We did not hear from the customer until 10/4/23 during which interaction the customer requested parts shipments for a cap and seal that was missing, which we did send out to him that same day via tracking number 9405511206209999844962.  At the time of that call, the customer was already outside of the ****** return window and still did not make mention of any request for return for refund.  We have fulfilled the requests that we received from this customer that were within the return policies and warranties that apply to his purchase.

   

  Thank you,

• Initial Complaint

  Date:05/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a fireplace that does not work. They refuse ro refund or replace. Lots of email communication. They refuse to resolve.

  Business Response

  Date: 05/25/2023

  Hello,

  We apologize for any issues in reference to the product or return process. We will have a representative reach out for additional information so we can better assist.

  Thanks!

  Customer Answer

  Date: 05/25/2023

  they have sent several general emails for months on months. 

  I want them to resolve the issue Here. 

  Business Response

  Date: 08/19/2024

  To Whom It May Concern,

   

  We made contact with this customer recently in an effort to reach a mutually agreeable resolution and the customer agreed to move forward with a rework of her unit. The ticket number for her rework is RMA# *****.  We provided a prepaid shipping label to the customer on 8/8/24, its tracking number is 9405511206210642750028.

   

   

  Thank you,

• Initial Complaint

  Date:01/05/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mother placed on order for "Duluth Forge Ventless ************* Log Set - 24 in. ********* Split Oak - Remote Control". It arrived with a missing gas port plug.Dec. 3 - We received the gas log insert.Dec. 6 - Contacted support about missing part and was told they would ship ASAP. Dec. 16 - Contacted support and was told hadn't shipped yet.Dec. 21 - Contacted support and was told it was processed Dec. 20.Dec. 29 - No part. Requested tracking or return/refund information. - No response.Jan. 4 - Emailed wanting an update. - No response We are now beyond the 30 day return window. We have no part and no response on how to return the unit. I realize it's the holiday season, but this level of customer service is appalling.

  Business Response

  Date: 08/09/2024

  To Whom It May ************** style="color: rgb(34, 34, 34); margin: 0px; font-size: small; font-family: Arial, Helvetica, sans-serif;"> 

  We made contact with this customer in order to come to an agreeable resolution and the customer has accepted our offer for a prepaid gift card for the inconvenience, but also stated that he did ultimately receive his replacement parts after a delayed time. 

   

  Thank you,

  Customer Answer

  Date: 08/09/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:01/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a ventless stove in ****, ** for our home in ******. I had recent back surgery and would be recuperating in our home for several months when the temperature was too low for the comfort of the titanium rods and (24) 2" and (2) 4" screws holding my vertebrae inline. The day we hooked up this Duluth Forge Dual ***************** Stove - Model DF25SMS, TSTAT it worked perfectly. We turned it off for the night not wanting to waste any propane from the pilot light. The next morning we tried to turn it on and the control k*** did not work correctly and would not turn out of the off position. The manual shows this part as #STL **** A so I attempted to contact several sellers as ********** no longer carried the unit. No one would give me any information as how to contact Duluth Forge directly and I searched every website that offered this unit for sale. I am quite cold and uncomfortable and need the unit to work. We didn't install the unit until we knew it would be getting colder so I am not claiming a warranty issue, I am claiming an issue that the part I need, has a number but I can't find the company let alone the part. Please help if you can.

  Business Response

  Date: 09/16/2024

  To Whom It May Concern,

   

  We have made attempts to contact this consumer via phone and have left messages (on 8/5/24) and received no response from the customer.  Our own investigation of the purchase revealed that the purchase was made in March of 2021 and that we never received any direct communication from the customer regarding the purchase.  Our units come with a 1-year warranty and this claim was filed two years after purchase and again, without any communication to us directly. 

   

  As we have not received response from the customer, we find that there is no further support we are able to provide at this time.

   

  Thank you,

• Initial Complaint

  Date:12/14/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Duluth Forge FDF300T Dual Fuel Ventless Fireplace from this company through Amazon. The unit arrived pieces were broke. Paint was all blotchy and uneven. I initially try to get a replacement from the company beginning October 14 here we are December 14 and I have still not received my replacement so I suggested a partial refund considering I paid $900 total. I thought $350 would be fair. Amazon has contacted them as well asking them to get this resolved and they have pretty much ghosted me or they send me messages saying we will get back to you as soon as we get with our team. Basically the unit was junk. My husband had to take the bottom piece apart and put it back together just to be able to put it together. I live in ********. We are in the cold months and they expected me to dismantle the unit send it back to them and then when they could, they would send me a new one. I advised I could not do that. I needed the new one prior to shipping the damaged one back. I did provide pictures to the company and they agreed that they would have their shipping company bring one and I can return the damaged on the same day, still nothing!

  Business Response

  Date: 08/16/2024

  To Whom It May ************** style="color: rgb(34, 34, 34); margin: 0px; font-size: small; font-family: Arial, Helvetica, sans-serif;"> 

  We recently made contact with this customer in order to reach a mutually agreeable resolution.  During that communication, we offered to do a replacement of the damaged mantel.  Ultimately, the customer did decide that it was too much effort to deal with swapping out the mantels now and instead accepted a prepaid gift card from us as an alternative solution. 

   

  Thank you,

  Customer Answer

  Date: 08/16/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:12/11/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order placed Nov 28th for a gas log set, total amount ******. Order number was *****. The gas logs were shipped quickly and did arrive in a timely manner. Boxes were intact with regular level of wear on the outsides from normal contact thru shipper, so I did not open them while carrier was here. The invoice said to open within 48 hours and report damage, so thats what I did. The gas logs were cracked in half and chipped all over on almost every single log. I contacted customer service via email and via phone, 7 days in a row. One person responded once with zero help, and I havent heard anything since. The phone numbers listed on the invoice were also no help. One was no longer in service and then one required an extension. I tried lots of extensions but nothing worked.