ComplaintsforJoe's Factory Outlet

• Initial Complaint

  09/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered lawnmower from this company, it came damaged, they sent new seat to fix that issue after unwrapping more noticed the tire was completely deflated. I have called and left voicemails and emailed all numerous times they refuse to contact me back. I want a new tire but I also need it replaced, I do not know how to change a tire on a lawn mower.

  Business response

  09/16/2024

  Hello,

         Thank you for contacting us regarding your purchase and I Will be glad to look into this for you. I see that your item was delivered and you had called in regarding a damaged seat. We then shipped out a entire new seat to you which was shipped via *** and delivered on 8/7/24. The tracking number is 1Z26Y30R0398418967. We have no records on your account of any calls regarding your tire issue. However, not to worry. Please call us at ************ and our staff will be glad to get a replacement tire out to you.

• Initial Complaint

  08/28/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Order was placed on 7/18/2024 for a snow blower, the item showed that it was shipped on 7/19....after waiting several weeks I contacted the company and was emailing sjm marketplace back and forth trying to get an update on the order, they finally gave me a tracking number and told me to contact ***** who was the shipper, I called ***** and they informed me that on July 22nd they contacted joes factory outlet to tell them that the snowblower was not shipped out on the trailer that they picked up, I then contacted joes several times and they said that they were opening an investigation, after another week went by I called again and they said that they were marking the item as lost and we would receive a refund to the credit card that was used to place the order, here it Is another week later and still no refund...I would like to not take legal action against this company but I feel that is what it is going to come to.

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a riding lawnmower through Walmart. Unfortunately I was physically unable to.use the mower & arranged with the seller to return it. The mower was picked up from my home on 6/17. Allowing for shipping & restocking fee I am owed approximately $1200. I have called twice 7/15 & 8/14. In July I was told it would be taken care of, today I had to leave a message. That call was about 4 hours ago & has not been returned.

• Initial Complaint

  10/04/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Bought a **** built tb30 lawnmower. It was received with a dead battery. It was tested at 2 stores and ******(employee of Joes factory) told us to ********** zone and purchase a new battery. ****** told us to email the receipt and they would reimburse the amount of the battery $72.75. After putting on the new battery it still would not work. ****** said they would pick it up and give a full refund. Unfortunately we did not receive the refund for the battery. Joes factory has the lawnmower and a new battery. And our $72.75 . Ps the credit card does show a credit. Cant believe you send an item with a dead battery!!

  Business response

  10/05/2023

  The customer contacted us when they received the machine and opened a claim regarding the battery. We informed the customer that they can get another battery and we will reimburse them for the cost. The customer contacted us again stating that they purchased another battery and the item still does not work. We then put a return for the item to come back to us as the customer states he did everything and it won't start. When we received the item back we were able to start the unit right away without any repair or diagnostic to the machine. We presented our finding to the customer and they then informed us that they just wanted to return the item and that there was nothing wrong with the unit all together. We gladly offer a full refund on the purchase however we will not be able to give them any credit for the battery and they misrepresented the fact that it was not working when in fact it was in good working condition.

  Customer response

  10/05/2023

  
  Complaint: 20695595
  
  I am rejecting this response because:
  
  The whole issue of the refund of the $72.75 for the battery was a separate item out of my pocket to replace the original battery that was dead. ****** told me to go and purchase a new battery which he said sometimes dies because of sitting in the warehouse.I wanted the lawnmower but it never started.  He told me he would refund the battery with the receipt which we emailed to him twice. He promised and now he is giving a different story. How can you  pay $2021 for a lawnmower and $72.75 for a battery that the customer put out and not be reimbursed for it . They told us to get the battery!!!
  
  Regards,
  
  ***********************

• Initial Complaint

  08/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This company sold me a refurbished lawn mower via a ******* website Order 2000112-07915601 and the lawn mower does not work. Unfortunatley, I live hundreds of miles away from Joe's Factory Outlet and am not allowed to return the lawn mower to a nearby ******* store. I have to return the lawn mower through ***** which is extremely difficult. The lawn mower is heavy, I no longer have the box, I have to pay out-of-pocket for the return, and the mower is filled with gasoline and oil. In addition, someone name ********************************* at ***'s contacted via email me to inquire how I was attempting to start the lawn mower. I answered ************************** question, but had some questions of my own which they have now refused to answer and are totally ignoring my emails. I have call the store for assistance to no avail and regret trusting ******* website for allowing ***'s Factory Oulet to sell faulty/non-working equipment and making it extremely difficult to return their products. I ordered a lawn mower from Joe's Factory Outlet online and am now stuck with a brand new lawn mower that I received dead on arrival (DOA). This company is refusing to resolve my issue, refusing to answer my questions, and are falt out not being helpful at all. I am seeking a full billing adjustment/refund or replacement immediatley.

  Business response

  08/29/2023

  Hello,

  The customer notified us that they are having an issue with the item that they purchased. A free return label has been sent to the customer and the item can be returned free of charge using the return label that was provided.
  

  Customer response

  08/29/2023

  
  Complaint: 20535899
  
  I am rejecting this response because:  Joe's Factory Outlet stopped communicating with me after they offered a free ***** label.  Joe's Factory Outlet failed to answer my question(s).  I inquired if I could return the item the dead lawn mower to a nearby ******* store or if they could send me a box.  I contacted Joe's Factory Outlet on August 25.  They responded with return label offer.  I contacted them again on August 26th about box needing a box or If I could return at *******.  NO RESPONSE  I sent another email on August *********************************************** possible return to a ******* store.  NO RESPONSE  Joe's Factory Outlet only responding today 8/29/23, becuase I contact the BBB.  ************ is the worst in providing outstanding customer service.  They sold me a non-working "refurbished" item.  The lawn mower arrived dead on arrival.  It was a refurbished item anyway.  I have extreme buyers remorse and this store has cause me undue strees in attempting to resolve my issue with them for lack of communication and throughly making sure I had what I needed for a smooth return.  

  In addition, the lawn mower in filled with gasoline and oil.  ***** will NOT return or allow any flamable items to be return so Joe's Factory Outlet is full of c*** They did not explain how to empty the lawn mower in preparation for a return.  They only offered a label and then decided not to be bothered with anymore. Joe's Factory Outlet failed to answer my questions regarding a box, possible return to a ******* store, and or how to empty the non-working lawn mower for a smooth shipping return via *****.  

  Regards,
  
  *****************************

  Business response

  08/30/2023

  After looking into this matter I do see that we responded to each time you had E-mail our customer service team. Please make sure that our E-mails are not ending up in your spam folder.

  As we mentioned before you can return the item using the pre-paid mailing label. With-in regard to taking it to ******* to return that would be at *******'s discretion as they may not accept this returned to the be brought back to the store.

  You can find all the steps on how to drain the gas and oil in the owners manual.
  

  Customer response

  10/04/2023

  
  Complaint: 20535899
  
  I am rejecting this response because:
  

  I returned an item over a month ago and Joe's Factory Outlet did not issue a refund.

  
  

  
  
  
  Regards,
  
  *****************************

  Business response

  10/05/2023

  The order has already been refunded in full

• Initial Complaint

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a $3100 electric ride on lawn mower that worked for 1hr! . It’s faulty .I want an exchange or a new one . Period . I only received 1key to the mower as well . Total bad experience.

  Business response

  05/22/2023

  We have contacted the customer and resolved a technical issue with the machine.

• Initial Complaint

  06/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a lawnmower online from Joe's factory outlet and it has never been delivered. When I call they give me the run around and refuse to give me a refund. I believe they they are a fraudulent company or is scamming people out of money

  Business response

  06/22/2022

  Hello,

     The item was package and shipped from our facility on 5/23/22 and picked via ***** Freight carrier. The item is currently in transit to the customer and is scheduled to be delivered on Friday 6/24/22. We are seeing delays from many carriers due to worker shortage and unfortunately that is beyond our control.

   

  We have been in constant contact with the customer and have updated them on a regular basis.

   

  Thank you so much for being so patient and understanding.
  

   

• Initial Complaint

  04/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  February the 23rd I purchased a leaf back from this company and it broke down maybe a week or two weeks later I returned to merchandise for a new machine which the customer kept telling me that was going to be shipped out for two weeks and I kept calling and calling and she kept saying the same thing there I called her and I just told her that I was just cancel the order I don't want the new machine so someone made a credit that I purchased the same machine on April 6th from that company throttle because I did not make any purchases of that machine again once I return and they asking me for payment for machine that I don't have and the only box I get is they working on it's been almost 2 months all I want the money account credit back to my account whoever is making a fraudulent purchase on my account to stop from that company

  Business response

  05/16/2022

  The customer purchased an item from us thru ******** Upon the customer returning the item a full refund was issued back to the customers account. Since the purchase was done and processed thru ******* we do not at any point see the customer credit card number or any other financial info as its all handled by *******

  
  

*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. ↩