ComplaintsforFactoryOutletStore LLC

Online Retailer

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
10/03/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a microwave from Factory Outlet Store on July 19th 2023, when I received it it took me a few days to open it, but the microwave didnt work (the door wouldnt latch correctly, so the microwave wouldnt run). I got the return label from them on August 3rd, and they received the microwave at their warehouse on August 23rd. This was all good, but now I have called 3 different times, twice in September, and now just today October 2nd 2023, and continue to be told that they are still waiting on something from the warehouse. The first time I called, I was told it should only be a few days, and it has now been more than a month. It seems to me that even with me following up I may never get my money back.
Business response
10/03/2023
Hello ******,

We appreciate your vigilance in bringing this matter to our attention. After thoroughly reviewing the complaint, we have determined that the customer in question has been refunded for the order.

Upon careful examination of the images shared by the customer, it is evident that we received the return by August 23rd, which took some time for us to get it confirmed from the warehouse.

Our records indicate that the customer contacted us on September 12th, during which we communicated the same information. Today, we got the confirmation, and the refund has also been processed.

Today, in response to your email, we attempted to contact the customer once to inform them about the refund. Regrettably, our call went unanswered.

Thank you for your attention to this issue.

Best regards,
*****************************
Customer response
10/08/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
After viewing this complaint, the business in fact refunded my money in less than 24 hours. While I am please to have this done with, I regret that I was only able to get the refund after making a complaint.

Sincerely,

*********************
Initial Complaint
09/29/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was researching a phone to complement our analog system. Went on a chat with an agent from FactoryOutletStore in May 2023. Explained what I was trying to accomplish (adding a ********* handset to our ********* system, with a phone that could connect wirelessly). Was told that there was only one model that was capable of doing the trick, which I ordered, though I challenged the agent about it, as I was somewhat skeptical.While it took more than month to receive it, because ***** allegedly lost it, the (badly used) phone came filthy (had to disinfect it to even touch it), and unsurprisingly, didn't work at all! Could not even turn on!!!Called FactoryOutletStore to start the return on the next day. Got a tracking # from ***** Called them 10 days later to confirm the receipt, which I was told, yes, they did.My mistake now: I discarded the receipt! When the credit never appeared on the credit card, I called the FactoryOutletStore, and someone replied to me that they never received the handset!!!!!!!!! And asking me now to prove that I had sent it, which by now, I could not do anymore!!!Then disputed the charge with the credit card company, who just reported to me that these crooks told them that they never the received the phone, hence denying me the temporary credit!!! Bottom line: Lost maybe 10 hours or so, dealing with this $192 theft from a scam company!!! BEWARE BEFORE ATTEMTPING TO DO BUSINESS WITH THIS COMPANY!!!!
Business response
10/03/2023
Hello ****,

We appreciate your vigilance in bringing this matter to our attention. After thoroughly reviewing the complaint, we determined that the customer was requested to get a return tracking number to track returns with FactoryOutletstore.com.

Our records indicate that the customer contacted us on June 26th, during which we provided return instructions. On August 14th, the customer chatted to get refund information during which we communicated and requested to provide the return tracking number so that we could verify the return with the warehouse and accordingly help with the refund. The customer said that he would call back with the required information. We were awaiting the customer's response for further investigation.

Today, in response to your email, we attempted to contact the customer and suggested getting the return tracking number from the **** Store so that we can look into this matter.

Thank you for your attention to this issue.

Best regards,
*****************************
Customer response
10/04/2023
Better Business Bureau:

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

They are missing the point on purpose! I have discarded the **** receipt after confirming on a call with them that they had received the hone back!!! Asking me to now provide the **** receipt is adding insult to injury! I even went to the *********** yesterday, after receiving a call from the merchant, and the *********** does not keep evidences at all, in spite of me providing them with my bank charges showing the $15 paid to **** to ship the phone back. It just confirmed my belief that it is NOT a company to do business with! Not to mention, how conveniently, they omitted to comment on the terrible experience in the first place (package lost by them, took a month to get, after hours wasted on the phone, filthy beat-up phone that could not even turn on!!!!). If Amazon was managed like that, it would have been bankrupt decades ago. BUYERS, BEWARE. YOU WILL HAVE BEEN WARNED!
In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*************************

Business response
10/23/2023
Hello ****,

Thanks for bringing the return shipping postage refund issue to our attention. Upon getting the return tracking number, we issued a full refund for the order.

We also discovered that the item was returned because it wasn't compatible with their system. Because of this, as per Factory Outlet Store policy, a return shipping label was not offered to the customer as it was an online order, although the customer was advised to contact the manufacturer for technical support. On Oct 10, when we communicated about the full refund, the customer didn't mention anything about the reimbursement of return shipping postage. Today, in response to your email, we attempted to contact the customer, and the refund of return postage is also being issued.

I can assure the customer that this won't happen again and we have put strict measures in place to prevent it. I recognize this was an inconvenience, and I'd like to regain customer trust. I've processed a Check for $15 in addition to your total refund. Don't hesitate to contact us if you are still waiting to see that in 7 - 10 business days. Factory Outlet Store appreciates your business, and we hope to continue serving you moving forward.

Thank you for your attention to this issue.

Best regards,
*****************************
Customer response
10/25/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Thank you for your assistance in making the Business to finally do the right thing!
Sincerely,

*************************
Initial Complaint
09/28/2023
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Order says delivered and I have not received package. I tried contacting them directly with no response.
Business response
10/03/2023
Hello *******,

We appreciate your vigilance in bringing this matter to our attention. After thoroughly reviewing the complaint, we have determined that the customer in question has not placed any orders with ***********************

Upon careful examination of the images shared by the customer, it is evident that they may have placed an order through a third-party entity that we have no affiliation whatsoever. There wasn't any contact concerning this order.

Today, in response to your email, we contacted the customer. We advised them to reach out to their bank for further investigation into the matter.

Thank you for your attention to this issue.

Best regards,
*****************************
Customer response
10/12/2023
Better Business Bureau:

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

Sincerely,

*******************
Initial Complaint
08/14/2023
Complaint Type:
Service or Repair Issues
Status:
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.
i ordered a product on 6/25 and was told it would take ***** days to arrive. was given a tracking number. after 50 days i check the tracking and it says delivered to somewhere in a town an hour from me. emailed five times in last two days and no response. just want my money back.
Business response
08/17/2023
Hello *****,

We appreciate your vigilance in bringing this matter to our attention. After thoroughly reviewing the complaint, we have determined that the customer in question has not placed any orders with FactoryOutletstore.com.

Upon careful examination of the images shared by the customer, it is evident that they may have placed an order through a third-party entity that we have no affiliation whatsoever.

Our records indicate that the customer contacted us on August 11th, during which we communicated the same information to them. We advised them to reach out to their bank for further investigation into the matter.

Today, in response to your email, we attempted to contact the customer once again. Regrettably, our call went unanswered.

Thank you for your attention to this issue.

Best regards,
*****************************
Initial Complaint
07/25/2023
Complaint Type:
Product Issues
Status:
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.
I keep getting annoying spam emails from FACTORYSTOREOUTLET.COM (FactoryOutletStore ********************************** saying I have a "credit" and trying to ********. This is not true. I have never used or purchased from this "business" and I do not open any of the email links contained within these spam emails but I continuously have to delete them. They need to stop sending me this spam!!
Business response
07/27/2023
To Whom It May ***************** ************* ******* *** **** ************ ************* *************
First, we would like to thank the customer for shopping with the **********************. Second, we apologize if the customer shopping experience did not go as intended. FactoryOutletStore strives to provide the best service and products available. Upon reviewing the complaint, we launched an immediate review of the customer's order.

As soon as we received the concern from the customer, we called the customer and informed that we have already removed his email address from the system and in future he will not receive any emails from the us.

We thank the customer for shopping with ********************** and reaching out to ensure this does not happen again. If you have any additional questions, please feel free to reach out to ******************************************.

Thank you,
FactoryOutletStore ***************************
Initial Complaint
07/20/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
tried several times to unsubscribe emails from all factoryoutletstore. They now send me several emails per day. When I blocked them they switch addresses so I have block several sent from factoryoutletstore addresses each day I sent messages to their so call help center to no avail.After getting dozens per week I may have cussed at them which caused even more emails Not sure what to do.
Business response
07/21/2023
To Whom It May **************************** First, we would like to thank the customer for shopping with the **********************. Second, we apologize if the customer shopping experience did not go as intended. FactoryOutletStore strives to provide the best service and products available. Upon reviewing the complaint, we launched an immediate review of the customer's order.

As soon as we received the concern from the customer, we called the customer and informed that we have already removed his email address from the system and in future he will not receive any emails from the us.

We thank the customer for shopping with ********************** and reaching out to ensure this does not happen again. If you have any additional questions, please feel free to reach out to ******************************************.

Thank you,
FactoryOutletStore ***************************
Customer response
07/21/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. Assuming the emails from factoryoutletstore stop.

Sincerely,

***********************
Initial Complaint
05/09/2023
Complaint Type:
Delivery Issues
Status:
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.
On 4-15-2023 I ordered buy one get one free Freestyle rocker lawn chairs with 300 lb capacity from Factory Outlet Shop online. Order #***************. I paid $39.96 for the items and $9.99 for shipping for a total of $49.95. On 5-8-2023 I received an item from a business names ****** (which I have had no dealings with) and tracking on my original item purchased showed that this was the item that had been delivered. Instead of the lawn chairs I ordered I had received a piece of cloth. I had to read the shipping label that was under another label in order to find out that the item received was a silk scarf. The email on the website to contact them cannot be reached and all other contact information on the site is in a different language. How can I receive a refund?
Business response
05/09/2023
To Whom It May ************************* customer complaint is for the company called Factory Outlet Shop online and we are FactoryOutletStore.com. The customer ordered the Freestye rocker lawn chairs which we do not sell on our websites.

If you have any additional questions, please feel free to reach out to ******************************************.

Thank you,
FactoryOutletStore ***************************
Initial Complaint
04/25/2023
Complaint Type:
Product Issues
Status:
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.
I BOUGHT A MOTOR GUIDE PRO TOUR TROLLING MOTOR FROM FACTORY OUTLET STORE ONLINE ON JAN.19,2023.DID NOT INNITSTALL MOTOR UNTIL 1ST WEEK OF APRIL,TROLLING MOTOR IS DEFECTIVE,1ST LOWER UNI,T MAKING GRINDING NOISE RIGHT OUT OF BOX,SPOT LOCK DOESNT WORK,SPEED CONTROL IS NOT WORKING CORRECTLY.WE ARE VERY UPSET ABOUT,THIS AND CALLED FACTORY OUTSIDE,ASKED FOR A REFUND OF ***** AND WAS TOLD NO ,THIS WAS A BRAND NEW TROLLING MOTOR.WE DO NOT WANT A REPLACEMENT OR A REPAIRED MOTOR.THANK YOU
Business response
04/25/2023
To Whom It May *********************************** we would like to thank the customer for shopping with the **********************. Second, we apologize if the customer shopping experience did not go as intended. FactoryOutletStore strives to provide the best service and products available. Upon reviewing the complaint, we launched an immediate review of the customer's order.

We want to thank the customer for their patience and apologize for any inconveniences caused by receiving the defective product. This order was placed on 01/19/2023 for the Motor ********************* The customer called us and explained the issue. The customer mentioned that she opened the motor a week back and installed it in the boat. As per the return policy, the customer can return the product within 30 days from the date of delivery, we also give a 10 days grace **** for the return. Th customer called us after 3 months to return the item for a full refund. The product is under 2 years manufactuer warranty, we requested the customer to contact the manufactuere. The customer said she called the manufactuer for refund so they refered her to Factory Outlet Store. Explained the customer the refund is not possible as its over *********************************************************************** repair.

We thank the customer for shopping with ********************** and reaching out to ensure this does not happen again. If you have any additional questions, please feel free to reach out to ******************************************.

Thank you,
FactoryOutletStore **************** Department
Initial Complaint
03/15/2023
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I never received the ordered products. They told me they delivered but my mail carrier never received the package to deliver. I contacted them to tell them my products never arrived and they did not respond.
Business response
03/21/2023
To Whom It May ************************** we would like to thank the customer for shopping with the **********************. Second, we apologize if the customer shopping experience did not go as intended. FactoryOutletStore strives to provide the best service and products available. Upon reviewing the complaint, we launched an immediate review of the customer's order.

We tried to find the order number with the customer details but unfortunately we cannot locate the order number. We also tried to reach the customer on the phone number provided but reached voice mail. The attachment which the customer had provided us shows a different shipping method uses which Factory outlet store do not use it. On the attachment its shows the purchase was done through the Outletsdeal.store which is not our company.

We would request the customer to provide us with the order details if the purchase is made with **********************

If you have any additional questions, please feel free to reach out to ******************************************.

Thank you,
FactoryOutletStore **************** Department

Customer response
03/21/2023
Better Business Bureau:

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

Sincerely,

*********************
Initial Complaint
02/13/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Never received order or response when inquiring
Business response
02/16/2023
To Whom It May ************************** we would like to thank the customer for shopping with the **********************. Second, we apologize if the customer shopping experience did not go as intended. FactoryOutletStore strives to provide the best service and products available. Upon reviewing the complaint, we launched an immediate review of the customer's order.

We want to thank the customer for their patience and apologize for any inconveniences caused. We want the mor details on the customers order number to further assist customer on the order.

We thank the customer for shopping with **********************. If you have any additional questions, please feel free to reach out to ******************************************.

Thank you,
FactoryOutletStore **************** Department

Customer response
02/16/2023
Better Business Bureau:

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

Sincerely,

*****************************

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

Cookies on BBB.org

ComplaintsforFactoryOutletStore LLC

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Business response

Customer response

Business response

Business response

Business response

Customer response

Business response

Customer response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary