ComplaintsforFactoryOutletStore LLC
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Complaint Details
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Initial Complaint
10/12/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I made a transaction on october 7, 2022. Order number: ************. I purchased a garmin *********** with a ********** transducer. In the description is clearly states "replaced by *********** with ********** transducer." When i received the package it had the ********** transducer. I called and complained and they said that it doesn't come with the 56 that is an upgrade. I showed them that it clearly said the 54 is replaced by the 56 and they didn't care. I found the gps with the ********** for about $50 less but ordered it from them for more because of the ********** transducer. I would of had it the next day from the other place too. I tried to compromise with them and asked if they would at least price match the other place and was told no. They are false advertising and not honoring what they are advertising. I would like to either exchange the ********** for the ********** or price match and refund the differenceBusiness response
10/13/2022
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.
We want to thank the customer for their patience and apologize for any inconveniences caused. We have issued the customer 3 years protection plan for $47.00 and also we gave a discount of $25.00 on the product. We have emailed the customer's receipt as proof as well.
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 **************** DepartmentInitial Complaint
09/26/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I keep getting promotional email messages from this vendor. I am unable to unsubscribe.Business response
09/26/2022
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.
We have unsubscribed the email address of the customer and will not receive any future correspondence from Factory Outlet Store. We apologized for any inconveniences caused to the customer.
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 contact us at ************** or email us on ***************************************
Thank you,
FactoryOutletStore **************** DepartmentCustomer response
09/28/2022
Better Business Bureau:
This is the second time that I attempted to resolve this issue via the BBB. Their response is identical to the response that I received in the previous complaint. However, 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
09/08/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
On June 1, 2022 I placed an order for two of their items. I received the order with no problems. Soon after they would ocassionally send me emails concerning different offers. When receiving these email I would immediately un-scribe since I am no longer interested in buying any of their products. This has happened about four or five times since my June 1 order. They keep ignoring my request to un-scribe. The latest was this past Monday, September 5. Through the chat option I specifically stated that I was no longer interested in purchasing any of their products and to stop sending me emails of any sort. I also stated that I had previously un-scribed from previous emails they sent. Later that evening I again received an email from this company as if to say "we don't care". Again yesterday, Sept. 7, I received another email from these people. I consider this to be harassment. I have, nor do I want, to order anything from these people.Customer response
09/10/2022
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
08/29/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
In early July, 2022 I ordered some water filters from **********************. When the package arrived the bag that I presume contained the water filters was torn open and instead of my order, a pair of shoes were placed in the box. I contacted ********************** by phone and described the issue. They requested that I send photos in an email explaining what happened and I did as I was asked. I requested a refund in the email and a way to return the shoes. I did not hear any reply so after about a week I contacted my financial institution, Navy ********************* and filed a dispute. I was refunded the money by my bank, however, FactoryOutletStore continues to pursue payment from me, though I have a receipt of payment submitted. The refund I received was from my bank, not them. I have explained the situation to them but they continue to pursue payment. I believe that this company is in error and I want this matter resolved.Customer response
08/29/2022
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.********************** notified me via phone that they have fully resolved the issue on their end and they will be issuing a refund to my bank and I will have no further issues. I wish to close this complaint.
Sincerely,
*********************
Initial Complaint
06/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a Garmin Zumo XT *** in March 2022 that stopped working after two months. I contacted the customer service at ********************** for a remedy. It was agreed upon that I only needed to send the *** alone back for a replacement. and was sent an RMA form on 29 May 2022. On June 8 I asked about it and was told I needed to send the contents of the box in which were not the agreed-upon terms. A supervisor then called me and said there had been a mistake/misunderstanding and no, I did not need to send in the other contents, she would just pull a unit from the warehouse and send me which would take about a week. A little over a week went by and I again contacted them for an update. I was told they were still waiting and to contact again in 1-2 business days. On or around 6/24, I told them to either send me a unit as promised or send my defective unit back in order for me to obtain warranty service from the manufacturer Garmin. I have yet to receive either.Business response
06/29/2022
To Whom It May **************************** we would like to thank the customer for shopping with Serta **********************. Secondly, we do apologize if the customer's shopping experience did not go as intended. Factory Outlet Store strives to provide the best service and products available. Upon reviewing the complaint, we launched an immediate review of the customer's order and below are the details on the same.
The customer had placed the order on March 13, 2022 and it was for the *****Zumo XT. The *** stopped working for some reason, the customer had approached us via chat and we send the return form for an exchange. The customer informed that he cannot send the accessories back as it was installed already. The agent asked the customer to send the *** alone back to us. The Wearhouse received the *** back, however the item was on backorder. We really appreciate the patience of the customer as he waited this long for the item to be in stock. We received the stock and we shipped the *** to the customer. We called the customer and did informed about the tracking details and said he will get the *** very soon. The customer was happy to know this. Once again we apologize for the delay.
We want to thank the customer for their patience and apologize for any inconveniences caused.
We thank the customer for shopping with **********************. If you have any additional questions, please feel free to reach out to ***************************************
Thank you,
FactoryOutletStore **************** Department
Tell us why here...Initial Complaint
05/16/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Order never arrived, but they charged the credit card for the order. It had been in "Waiting Fulfillment" status for over a month - but they took the money on April 12 - with no delivery. Order is still in the same "Waiting Fulfillment".They did not respond to Email/Contact us forms for refund. I sent multiple contact request through their website.Live Chat always was closed: "No Agents available at this time" - regardless of what time you try.Was on hold with the phone for over an hour - without being passed to a customer service person.Still can't get my request for a refund to get answered. Please return my money. Order #*****Customer response
05/17/2022
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. If the money is not refunded in the 3-5 days that they say they would do -- then I will revisit this with BBB. Thank you so much for your attention and assistance.
Sincerely,
*******************
Initial Complaint
05/09/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This retailer refuses to stand behind their 120 comfort guarantee on a mattress, which is stated IN WRITING on the original receipt received at the time of purchase. Instead they claim it was only a 30 day guarantee and provided a different, never before seen, receipt AFTER my claim was made, well within the original 120 days (but after 30 days). Now I am stuck with a mattress I cannot sleep on!Business response
05/10/2022
To Whom It May *************** ****************************** ************ *********** *************
Firstly, we would like to thank the customer for shopping with Serta **********************. Secondly, we do apologize if the customer's shopping experience did not go as intended. Factory Outlet Store strives to provide the best service and products available. Upon reviewing the complaint, we launched an immediate review of the customer's order and below are the details on the same.
The customer had placed the order on Aug 6, 2021 and the order was delivered on Sep 4, 2021. The mattress on the order is a part of the Perfect Sleeper series from Serta and has 30 nights in home trial policy which ended on the 03/10/2021. The customer connected with us on Jan 17 ***** requesting for an exchange on the order. The customer was then explained about the mattress having 30 nights in home trial, customer claimed he had a 120 nights policy and even if it was, he still was out of the 120 nights which was informed per policy.
We want to thank the customer for their patience and apologize for any inconveniences caused, however we will not be able to make any exceptions 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 ***************************Customer response
05/11/2022
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:Attached is the entire history of my interactions with both the merchant, and then the 3rd party payment processing company, ****** Credit. This history indicates my first contact with the merchant on 10/26/21 (well within the 120 days) and NOT as the merchant is claiming.
Thanks,
*********************
************
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************
Business response
06/16/2022
To Whom It May *********** ****************************** ************ *********** *************
As previously stated, the customer purchased his bed on 8/6/2021. The bed was delivered on 9/4/2021. The customer opened a chargeback on 10/29/2021. The customer opened this chargeback due to a delay with the carrier shipping the free accessory package that came with his purchase. We disputed the chargeback with proof that the accessory package was shipped. At this time, the customer never informed us of his bed being too firm. ****** found the chargeback in our favor since we did ship the accessory package. Then on 1/17/2022, the customer informed us of his bed being too firm and wanted a comfort exchange. This request came 135 days after the delivery date. Our comfort exchange policy is only for 120 days. Since the customer contacted us outside the ******* period to report the issue, we cannot process an exchange. If the customer is still unhappy with his mattress, he can open up a warranty claim with the manufacturer. ******************************************
Thank you,
FactoryOutletStore.comInitial Complaint
04/29/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a headset online via the companies website. I contacted the business 6 times stating that I NEVER received my merchandise and each time I was told to allow an additional 3-5 days. I explained I am told that each time I call. I was then told that an investigation was opened with the carrierstill never received my headset that was ordered Order# ************ Reference# ******** Ordered 12/30/2021 And shipped via FED EX Online ship date was 1/3/2022 Tracking# ******************** I ordered the Blueparrott B450-XT Gen 2 headset Product Total: $134.99 Tax (*****%): $10.80 Shipping: $0.00 Total Charged: $145.79 Total Credit Issued:$0.00 Grand Total: $145.79 Please help. Its a national pandemic and I dont have $145.79 to just throw away. I have done just about everything to try to get my money back. I never received any product. I want a full refund of my money paid 5 months later and still no product and no money refunded.Business response
04/29/2022
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 have processed a full refund to the customer. The customer was very happy with the service. We emailed the customer the receipt as proof as well.
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 **************** DepartmentInitial Complaint
04/25/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
In an email of March 23, 2022, FactoryOutlet Store.com acknowledged receipt of my order, # ************, for one replacement water filter for Frigidaire ********************* (2 pack), and one replacement air filter for Frigidaire EAF1CB (single pack). I had ordered these identical items at least once before, from FactoryOutlet Store.com and they worked fine in my refrigerator. On this occasion, however, about the time their package arrived, my refrigerator had other issues, became unusable, and had to be replaced. The new refrigerator did not take the same size or same number of filters I had received from FactoryOutlet Store.com, and I went online to see how to return them. I saw that there would be a restocking fee, that they would not accept the return if the package were damaged, and that I had to pay the return postage required for a trackable package. With tax and the company's shipping charge, I had paid them a total of $60.83 by credit card for the items I was returning. Postage with tracking cost me $11.90, when I mailed back all of the unopened items by **** on April 11, 2022. On April 24, 2022 I received an email from my *********** stating that FactoryOutlet Store had refunded me $4.77, I presume for items in the returned package. I've yet to hear anything from the FactoryOutlet Store. I think a refund of $4.77 is rediculous on a $60.83 purchase. I would have been better off throwing their stuff in the trash, rather than spending another $11.90 for postage. And, I had been a previous customer with no problems. I don't know if you can help me recover any of my money, but in any event, I hope you can give them a rating that they will long regret.Business response
04/29/2022
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 have processed a full refund to the customer. The customer was very happy with the service. We emailed the customer the receipt as proof as well.
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 **************** DepartmentCustomer response
05/16/2022
Better Business Bureau:
On April 29, 2022, I sent you the below email, indicating that I would accept the final refund of $30.05, offered by the FactoryOutlet Store, as a satisfactory resolution to my complaint. On May 1, 2022, I was advised by my credit card company that the $30.05 had been posted to my account. That refund, and two others previously posted, was a full refund of the amount I spent with the company for the products I had ordered and returned. I noted in your last correspondence that the case was closed because I had not responded to confirm that the issue had been resolved. I apologize for not corresponding further to let you know the final result, but I wanted to set the record straight that I am fully satisfied with the resolution of the complaint you forwarded on my behalf. I appreciate your efforts, and I hope this can be added to your closed file to show that the matter was finalized favorably, and that I am totally satisfied with the result.
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
04/11/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Purchased a twin pack of LP-E17 camera batteries for my Canon 8Ti on 20Jan2022 from Factory Outlet Store. Website listed the product as brand new, however after the first pair of batteries failed to charge, the store sent me a replacement twin pack. The replacement camera batteries will not charge either. I contacted the store on 11APR2022 and asked for a replacement or refund. They stated that I would have to go back to the manufacturer of the refurbished batteries which is Canon USA. I contacted Canon and they said that they do not manufacture refurbished batteries for my camera. Factory Outlet store is using false advertisement and will not stand behind the products they sell or ***** me a refund.Business response
04/14/2022
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.
We want to thank the customer for their patience and apologize for any inconveniences caused by us.. We have issued the customer a full refund on the product which was not working. Also we emailed the customer a copy of the receipt. The customer has been credited the amount of $42.55.
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 [email protected].
Thank you,
FactoryOutletStore **************** DepartmentCustomer response
04/21/2022
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,
*******************
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Customer Complaints Summary
77 total complaints in the last 3 years.
40 complaints closed in the last 12 months.