ComplaintsforFactoryPure

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/31/24 I ordered a generator, generator cover & an extended warranty from Factory Pure Company. I received the generator cover almost immediately. To date, (9/16/24) I have not received the generator. I have had multiple "chats" with representatives on their website and telephone conversations with their representatives. Two weeks ago, I was told that the manufacturer stated that I would have delivery the week of 9/9/24 but as late as today I am being told that they will have to reach back out the manufacturer. I either want my generator delivered or the entire amount of $720.36 credited back to my card as I have no use for the cover that was shipped without the generator.

  

  Business response

  09/20/2024

  This was an unfortunate incident where the manufacturer themselves were dealing with delays in shipping. While we completely understand the frustration, it was at no fault of FactoryPure's and this has since been resolved with a refund on the generator and a refund in process for the cover as it's currently in transit back to us. 

• Initial Complaint

  08/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered an open box scooter from factory pure.Upon receipt it is too short for my legs and oxygen concentrator.I am a 76 year old disabled woman.When I called the company regarding return ****,customer service,told me there was a no return policy.This was never mentioned to me when I placed the order or I would never have made the purchase as I am on extremely limited income social security.I spoke with **** on 8/5 he was looking into resolving the problem,when I called 8/7 he told me he was decision maker,sell it,no return policy.This is fraud,especially to a senior citizen.

  

  Business response

  08/07/2024

  Our Shipping and Return Policy clearly states that we don't allow returns on mobility products or medical devices in general. This policy is available for viewing on our site prior to making any purchase. Furthermore, even if the manufacturer would have made an exception to return, there would be restocking and shipping fees deducted from the refund as the scooter was used. ****** also called in claiming that she needs to speak to the owner of FactoryPure about a personal matter in an attempt to get different answers from different people regarding her request. 

   

  No fraud was made nor attempted by FactoryPure as we simply sold an item to a customer who didn't do the proper amount of research prior to purchase. 

  Customer response

  08/07/2024

  Complaint: 22105857
  
  I am rejecting this response because:The information re warranty and returns was sent as an email after purchase with purchase number.At no time while discussing purchasing this scooter was the fact that it was not returnable ever verbalized to me.Cant imagine what restocking fee could be,open box,place on wear house shelf.Yes I did make a phone call to the *** to inform him if he wasnt aware of this companys practice of elder fraud.This company knowingly charges outrageous shipping and restocking fees to prevent returns.Guilty by omission of verbal information on their policies.

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

• Initial Complaint

  07/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order on line on July 1, 2024. Received confirmation that order had shipped. When checking ***** tracking number for a few days I realized it was sitting in *****************, ** with no further info available. ***** #************. Stated Current location: Unknown I called Factory Pure on 7/8 to inquire and was told they would check into it and call me the next day. No one called. Tracking status did not change.I called Factory Pure again on 7/10 and was told they would call me back the same day and ship me a new one. As of today 7/13/24 no one has called me back. Following was my order:Vevor camping gazxebo tent 12 x 12 6 sided pop up canopy screen for 8 people with storage bag new. $188.99 PLUS a 2-year warranty in the amount of $27.00. Total paid and requesting refund of $233.27

  

  Business response

  07/31/2024

  This was an item that was lost in transit and that had shipped directly from ***** and not us at FactoryPure. When dealing with items lost or delayed in transit, we count on the shipper and their logistics team to provide updates which were delayed. This has been refunded in full as of 7/23. 

• Initial Complaint

  05/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered the ****** Escape 1800, in large part bc of the reviews! the stove came and a few weeks later, when opening it and reading the manual, it was quickly apparent that the stove could be used ONLY as an insert for existing brick fireplace. This should have been all over the details on the website. Reached out to FactoryUNPure to figure out how to return, and....nice reply denying it. Didn't even ask if I was willing to pay for shipping. Just no. I won't be doing business with this company again. Unclear advertising, and unreasonable nonreturnable options. I gave it a 1 star only bc there isnt a zero option. thanks **** with FactoryUNPure!

  

  Business response

  05/30/2024

  As shown in the screenshot **************** provided as well as the screenshots we're providing now, we have this clearly listed as a wood insert. We also have it listed on our website prior to purchasing that we don't allow returns for items that ship freight such as the wood insert he purchased. 

• Initial Complaint

  04/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased a power unit and was guaranteed delivery within 3-5 days. Went on 9th day and called company for a return of money and return merchandise. Company took the payment out of my account within minutes and now telling me my refund will be penalized and partial payment returned with in 5-10 days. Never received product and now factory pure is falsifying statements and giving excuses to customers and false advertising.

  

  Business response

  04/09/2024

  ******************** purchased an item online by himself that had a posted PROCESSING time of 3-5 business days before shipping. We don't guarantee DELIVERY times as that can depend on the item, customer's location, shipping method etc. 

  When the customer requested to cancel the order, this was already in transit via AAA ****** Transportation so we told them there would be fees to have it turned around. The customer got very upset and threatened legal action against us at this point. They also fabricated details about what they were would on a phone call regarding delivery times. The call was pulled by management and there was no record of us guaranteeing delivery times. 

• Initial Complaint

  03/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I canceled the order when unit did not arrive as promised. It showed up one month later. I offered to ship the unit back if Factory Pure would pick up the shipping cost. They turned it over to a collection agency who also has heard my story of discontent .The unit is still sitting on my shop floor in the original box. It is about time for me to charge F P for taking the space that I sorely need.Please Help At this point my credit card stopped payment. I told the collection agency I would not pay a ***** to FP for there poor or lack of any customer service.

  

  Business response

  03/08/2024

  ************** first contacted FactoryPure on 11/20/2023 saying that he canceled this order and that he needs to send the unit back to us for a full refund. This unit was delivered by *** on 10/26/2023 via tracking number 1Z9X30090364565080.  We have zero record of him attempting to cancel this order either by phone, text, email or our chat service. Additionally, our policy does not allow for the return of small engine items which was relayed to him and is available for viewing on our website prior to purchasing within our Shipping and Return Policy. Even when an exception is allowed (it was in this case), the return shipping would be the customer's responsibility to which he refused to pay so this case was closed on our end.

   

  Any further communication regarding the collection notice received will need to be handled directly through that channel. 

• Initial Complaint

  12/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I got a pellet insert stove on 12/8/ 23 it would not fit in my original location I called and talked to ***** he told me to send pictures of the item packed up i did it was never taken out of the box I told him i needed to order another one from them that would fit he told me that there may be a shipping charge to send it back I told him i would pay that not a restocking charge he said he would talk to Comfort Built to see if there is a restocking charge I told him i never got any return policy's from them when i bought the stove I told him since i was going to buy another one from them there should not be a restocking charge I talk to a guy on 12/11/23 i think his name was **** not sure He told me they would wave the restocking charge they would make an exception but you would have to pay for shipping which was around $400.00 i agreed since i was buying another one Then i talked to ***** on 12/11/23 he said there would be a restocking charge I told him i will not pay for this This is not right I think this is the way they make there extra monies In Comfort Built return policy there is no restocking charge stated if returned in ********************************************************************************************************************************************************** a complaint to them Factory Pure has had in the past 3 years 36 complaints and in the past 12 months 18 complaints on your site waiting to here back from ***** Thank You again *******************************

  

  Business response

  12/20/2023

  There was a misunderstanding regarding the fees involved with this order. While the customer did make a mistake during the ordering process, we were able to get him taken care of and has since been provided instructions to exchange for the unit he needs. 

• Initial Complaint

  11/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ordered grow tents from them,ups said they delivered them but never showed,after a year and a half of back and forth calls to ***** and ** shipping company neither the tents nor money was refunded,ups did however send a claim form the shipping company in **,the shipper was in *****,needless to say nothing happened but the lose of ******

  

  Business response

  11/30/2023

  According to our records, the manufacturer processed out ************ to this customer 12/2022. That was the last we had heard until nearly a year later on 11/14/2023 when the customer called in to our support team looking for an update. We've let him know that due to the time that has passed, there's nothing we're able to do as we were under the impression that replacements had been sent. 

• Initial Complaint

  11/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  DATE: MARCH 17TH, 2023, AMOUNT $2277.75,WANTED COAL AND WOOD STOVE, (SENT COAL ONLY) , WANT REFUND-DIDN'T GET WHAT I WANTED AND I EXPLAINED WHAT I WANTED, WHEN GOT STOVE DIDN'T INSTALLED RIGHT AWAY CAUSE IT WASN'T COLD YET SO HAD NO IDEA WHAT I GOT, NO RESOLUTION RESOLVED , WOULD REALLY WANT A FULL REFUND, THANK YOU IF THIS COULD BE RESOLVED!THEY HAD SAID I COULD BURN WOOD AND COAL ON STOVE SAYS ONLY COAL! NOT WHAT I WANTED AT ALL!

  

  Business response

  11/14/2023

  This is the first time we're hearing about any issue with this customer's order. We have the product clearly listed in the title as a coal stove so I'm not sure how he may have seen anything different. Beyond that, as the customer mentioned, the order was placed in March of this year so there are no options at this point to have it picked up for a return as the manufacturer's policy as well as FactoryPure's, does not allow returns beyond 30 days of purchase. We recommend inspecting products immediately not only for damage but also to confirm they received the correct item. From our records, I can see we processed the correct item he ordered and and delivered it to the customer without issue. 

  Customer response

  11/14/2023

  Complaint: 20856442
  
  I am rejecting this response because:
  
  Regards,
  
  ***************************

• Initial Complaint

  11/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a generator at 7:59 am on October 25 2023. Was told it was guaranteed 3 day shipping. It didn't ship till 5 days later. I paid $550.00. A shipping company sent an email and and text message saying it wasn't going to be delivered for another week on November 8th. Which is today. We called and complained and just told them to cancel it. They said they can't and we would have to pay fees. We said fine but they're not getting a good review. Found out today they canceled our order and sent it back. It's Nov 8th the day it's supposed to be delivered. They didn't even tell us. It's still in the system as being sent. The delivery service said our account is closed. My husband called factory pure and they said they canceled our order because we were going to give them a bad review. What kind of business does that. Not to mention I need my money back. They're basically stealing from me at this point. Please shut them down so more people aren't being taken advantage of

  

  Business response

  11/10/2023

  This customer purchased online on his own and was never guaranteed any shipping date as we don't advertise anything on our site with guarantees in regards to processing and shipping times. This customer was very difficult to work with as he was combative with our employees when he called in and making threats to leave bad reviews anywhere he could and tell everyone not to do business with us. Since we did nothing wrong during this transaction and didn't feel like we deserved this, as a small business - we made the decision to cancel his order. He's already been refunded in full at this time. 

  Customer response

  11/10/2023

  Complaint: 20842888
  
  I am rejecting this response because:

  This business is lying. They have on their page that they ship in 1 to 3 days. You can literally see it. We asked to cancel because it was taking way longer than advertised. He said well you'll have to pay to ship it back. I said well then don't cancel it. This company ended up canceling it themselves on the day it was supposed to be delivered a week after we talked. Didn't communicate that to us at all. The shipping company had to tell us. He then told us it's illegal in ***** to leave a bad review. He also tried to keep my money for the generator being sent back. I didn't send it back they did. I do not appreciate them threatening me and taking my money because they are a bad business. People are allowed to give reviews based on their company. If they did what they promised it wouldn't be an issue. Then they had the nerve to basically steal from me. Kept my money and took the generator back. This is not a business. And I've been reading other bad reviews from the bbb on them as well. This is not how you treat customers from a small business. Don't advertise what you are not able to and threaten the customers that call you out on it. 
  
  Regards,
  
  ***************************

  

  Business response

  11/27/2023

  Nothing we seem to say is giving insight to the customer so we're unsure what else to provide at this point. It's been mentioned multiple times how our policy works and why we took the action we did. This customer has been refunded in full 11/9 and there is nothing else to discuss. Documentation has been provided to the BBB as well. 

*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. ↩