FactoryOutletStore

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Thank you for returning the $62 shipping fees. You mention that I received an order confirmation which I did. When I opened the email all I saw was the amount that your phone order taker had quoted me. I did not scroll down to see the unexpected additional charges because, I didn't expect them. I called your company to find out how my on-line order would be shipped and if a signature would be required on delivery. I was urged to place my order over the phone because I would receive it faster. Your order taker and I discussed the free shipping and in fact she told me it would be sent ** Postal Service and a signature would not be required on delivery. She confirmed the amount I would be charged-  I agree mistakes happen. What disappoints me the most is the way I was treated by your supervisor after the sale when I called to try and rectify the situation. I talked to her three times but called many times before It got to that point. I was hung up on three additional times before actually talking with her. Her attitude was very disrespectful all three times. She wouldn't even listen to or acknowledge that possibly a mistake had been made.  
It's to bad your supervisor didn't go through the order like you did and realize that possibly a mistake was made. I [redacted] your company after the third conversation. I found that literally hundreds of customers had complained of treatment like mine. Some say they had been "ripped off", "received used merchandise when they ordered new" and had multiple other reasons for complaining. I realized that the experience I had with your company was maybe typical? Either way, I will not be using Factory Outlet Store in the future. With social media the way it is today, word travels fast. One dissatisfied customer can tell literally thousands of friends and thousands of their friends in a matter of hours. I realize SEO is important and you pay a lot to have your company listed a the top of [redacted] search. The next time these friends I mention are looking for a laptop battery like me or other item you sell, I wonder how many will remember my experience when they see Factory Outlet Store at the top and skip down to the next on the [redacted] list? Was it really worth making me go through all this effort to collect a mere $62.00?
Thanks again for returning the funds to my credit card account.
Sincerely,
[redacted]

Thank you for ordering with us here at the FactoryOutletStore.  We apologize for the inconvenience that this has caused you.Unfortunately, the item purchased went on a Temporary Backorder due to the popularity of the item and we sincerely apologize that the item was not available. ...

The Backorder on the item has since been extended – regrettably, we were not able to fill your order.  Your order was refunded the full purchase price with [redacted] Transaction ID [redacted].If you would like to contact us at your convenience please feel free to call ###-###-#### Monday thru Friday 9am to 4pm Eastern/Standard and we will be more than happy to assist.

MESSAGE FROM THE Revdex.com:1. Did you receive the returned item from the consumer?   Yes - it was logged on 9/*/152. When should the consumer expect to receive the refund?  Customer previously refunded on 9/*/153. How will she be refunded (credit card, check, etc)?  Back to the original source of payment4. Provide us with a copy of your policy regarding who will pay return shipping.[redacted]Return Policya. There are no returns on your mattress order. All sales are final. We accommodate our customers by offering a 120 night comfort exchange policy. b. Canceling your mattress order after 24 hours will result in a $150 cancellation fee. (There is no cancellation fee if you cancel your mattress order within 24 hours.)c. Accessories that are unopened, sealed in original packaging & not used can be returned for a full refund or credit, less the shipping costs.d. Accessories that are opened & used cannot be returned, for health & safety reasons.

Greetings [redacted],We do not have that order number in our system.  If you are a customer of FactoryOutletStore please provide the correct order number so that we can research the issue.If you have any questions or need help please feel free to contact our US Based Customer...

Relations Department at ###-###-#### Monday thru Friday 9am to 4pm Eastern/Standard.Thank you.Customer Relations Department###-###-####

To Whom This May Concern,We sincerely apologize for the inconvenience that this caused you and fully appreciate this comment .. the item ordered was a replacement - replacement for the original.   We take care in showing that we are "An Independent Retailer Of...

Consumer Products" so that our customers would know we are not the Manufacturer themselves. As a courtesy we have refunded the full purchase price of the item.  Please feel free to discard the items at your convenience.If there is anything we can do for you please feel free to contact our US Based Customer Relations Department - Monday thru Friday - 9am until 5pm Eastern/Standard at [redacted] for any assistance needed.

We show that refund was made 9/**.  Please contact your bank as to how long it will be before a refund is visible in your account. If you have any additional questions or would like to speak with us directly please contact our US Based Customer Relations Department at ###-###-#### Monday thru Friday 9am to 4pm Eastern/Standard.Customer Relations Department

We would be more than happy to give our customer a discount on the merchandise purchased as we are not able to revive a Manufacturer's Coupon.If you have any questions and/or comments please feel free to contact our US Based Customer Relations Department at ###-###-#### Monday thru Friday 9am to 4pm Eastern/Standard.Customer Relations Department###-###-####

To Whom This May Concern,
We sincerely regret that our customer was not happy with the purchase made with us.
After reviewing this complaint along with our notation history we do show that our customer placed the order using [redacted] CheckOut .. this checkout option is secure and we are...

not able to change any information received thru this Check Out.  We regret the miscommunication that has occurred and would be more than happy to help our customer with any information needed to retrieve the package from the original address received thru the [redacted] Checkout in-order to return for a refund.Please feel free to contact our US Based Customer Relations Department at ###-###-#### Monday thru Friday 9am to 4pm Eastern/Standard.
Customer Relations Department

I am submitting this review/complaint of the Factory Outlet Store to warn others about this companies deceptive business practices. I recently purchased a battery for my Lenovo ThinkPad Edge E530 laptop. It was advertised at the Factory Outlook Store as an "Original Manufacturer" battery and actually had a picture of my specific battery on the website. I went ahead and ordered it on good faith expecting to receive an original battery from Lenovo. I received a third party battery which was not the original Lenovo battery as advertised and not even close to the one pictured. To add insult to injury, a third party battery is useless for a Lenovo laptop since the software will not allow it to be charged. I asked Factory Outlet Stores about this and they informed me that they did not stock original batteries and that my only recourse was to return the battery and be subject to return shipping and be charged a 15% re-stocking fee. I feel that unsuspecting customers should be aware of a company with these types of business practices. They should have clearly stated on their website (along with a real picture of the item!) that it was in fact a third party battery! Placing a picture of an original battery and stating that it was a Lenovo battery was deceptive and appears to be their business model in order to lure customers to purchase from them. Buyer Beware!!!!

I recent purchased a GPS navigation system fory trucking company and was informed it would ship within 1 to 3 days. I placed my order on the [redacted] of March and still have not received my item. I called the 1800 number several times each day and received lie after lie that it had been shipped. After calling again today which is the [redacted] a technician stated it had not yet been shipped. I asked to speak with a manager three times during this process on separate days and never received a call back or a resolution. This company has cost me hundreds of dollars each day that my truck is not on the road. Do not order from this company because all you will get is the run around and lied to.

Had questions about an online advertised product. When I called they we not knowledgeable of the product, and told me false information. After calling back they retracted what was said previously. Upon placing my order of said product stated as "in stock" I got an email later that day saying it was on back order and would be longer to get product. A week later I get another email that my order was cancelled due to product being unavailable. False advertising and unknowledgeable people. Waste of my time.

To Whom This May Concern,
We regret the problems that this caused our customer and are working with USPS on the customer's behalf to find the location of the package as we do not show it was successfully delivered.   Once the item is found we will be able to process the...

EXCHANGE as previously agreed.  This process usually takes 7 to 10 business days and customer can contact USPS Directly as they were the initiating party.
Unfortunately, we are not able to process an exchange until the package is successfully delivered and inspected.
If you would like to discuss this matter further please feel free to contact our Customer Relations Department at ###-###-#### Monday thru Friday 9am to 5pm Eastern.

To Whom This May Concern,
We sincerely
apologize for the inconvenience that this may have caused you.
Our customer was charged only $149.95 for the item in question - once the initial item was returned we only charged $69.00...

(with the initial $80.95 already collected to total the new item cost of $149.99.  No further refund/charge is due at this time.
We
would be more than happy to help in any way that we can on your future purchase
.. please feel free to contact our Customer Relations Department - Monday thru
Friday - 9am until 4pm Eastern/Standard at [redacted] for any assistance
needed.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

All merchandise can be returned for full refund - please package all items up as securely as possible and return to our address:
[redacted]
[redacted]
[redacted]
Once we get the item(s) back we will refund the full purchase price of the return.
Customer Relations Department

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
 
Hello,
Thank you very much for your assistance in this matter.
I finally recieved an email response from Factory Outlet Store today (see attached) with a tracking number, BUT no shipping label.
They need to email the actual label I can place on the box, instead of just the tracking number.
 
Thank you
Sincerely,
[redacted]

Thank you
for your purchase with us here at the FactoryOutletStore.com
 We sincerely
apologize for the inconvenience that this may have caused you.  We are here to help you in any way possible and have researched your order to find that your item has been sitting for far too long without a resolution.  We've went ahead and shipped you another item as a replacement and it will be there on Wednesday 3/*/14 - if you have any problems please contact our Customer Relations Department at ###-###-#### Monday thru Friday 9am to 4pm Eastern/Standard.
Again, we sincerely apologize for the length of time that this has taken and will make sure that this does not happen in this manner again.

To Whom This May Concern,
[redacted] has stated that the package was successfully delivered.  As a courtesy we will refund the full purchase price of the order.
Customer Relations Department

To Whom This May Concern,
We regret that our customer was not happy with the purchase made with us.
Unfortunately, we are not able to
refund more than collected and again apologize for any inconveniences
that this may have caused.
If you would like to discuss this case
further please feel free to contact our Customer Relations Department
Monday thru Friday 9am to 4pm Eastern/Standard at [redacted].[redacted]

To Whom This May Concern,We regret that you are not happy with the purchase made with us and sincerely apologize for the situation.After reviewing this complaint along with our notation history we do see that the phone and headset do not match and you also did not retain the...

Manufacturer's packaging.  We will have a PrePaid shipping label emailed to you for the return of the [redacted] Headset that does not match and will refund the purchase price LESS THE NO BOX FEE ONLY!If you have any questions and/or comments please feel free to contact our US Based Customer Relations Department at ###-###-#### Monday thru Friday 9am to 4pm Eastern/Standard.