Here it is several days later and after receiving a confirmation email from ** that my replacement battery was shipped that day, I've received an email from ** in customer service to verify that the battery they were sending me was correct, as it seemed they HAD sent me the correct replacement battery in the first place. I sent a detailed letter in response that there was no way to verify from the picture and I said so, but from the link they sent it seemed to be OK. Then, I asked if it was a rechargeable one as that was part of the problem.
Received ANOTHER email saying that the representative had tried to call me (I don't ever give out my real phone number to keep from it getting placed on caller lists) and was told to return my entire system as it was too hard to handle this by email and I would have to pay 15% restocking fee. (This is in addition to my paying the shipping costs as I've learned from other complaints about this company.) All they have to do is tell me whether or not it's rechargeable. This had to be handled over the phone? After ** told me a few days ago that a new Uniden BT-446 was being shipped to me???
I called customer service and as it turned out, talking to ** who once again told me that they had sent me the correct replacement battery in the first place (OMG!).... Guess ** was wrong after I convinced HIM they had sent me the wrong battery. (I've spent many minutes researching these two different type batteries on the internet.)
After a huge argument with her interrupting me over and over, and my interrupting her interruptions trying to explain my situation to her and asking to send me the new battery, she said that "You don't have to 'cuss'." (I wasn't. I was telling her that I would write a bad review about their company... guess she was trying to impress those around her) and she hung up. During the conversation she told me that I would not have to pay the 15% restocking fee as stated in the email which was sent to me. I told her that I didn't believe her since I've read other reviews about this company and their lies they tell.
BTW, she told me that I've already been sent TWO, TWO! replacement batteries, and "We can't keep sending you new batteries!" Wrong. I've been sent one..... the wrong one. This is the customer service from Factory Outlet. One guy tells you after a big argument (created by the rep) that a new battery is being sent and an email is received to verify this, and before it can be sent, another person in customer service creates a new whole chain of emails to confuse the whole thing and using this as a reason to NOT send the new battery. This is over a $10 to $21 (depending upon which website) battery.
NEW YORK CITY, TEXAS -- I purchased a Lowrance Elite-5 GPS/Fishfinder from these folks, but needed to return it because it was the wrong model. The initial interaction with the customer service department seemed to go well, and I even agreed to suck up the return shipping. However, when I received the requested model for the exchange in the mail it was a totally different model than what I had requested. This time the customer service to get the order straight took 4 phone calls and 45 mins during business hours! Additionally I now have to pay ANOTHER shipping fee to return the 2nd package, so I am out $40 already for shipping cost for a company that advertises "free shipping"!
SYOSSET, CALIFORNIA -- Same as the rest. Bought a Fishfinder for $350, but wanted the GPS combo. Returned the box in the exact condition I received it in that same day and they charged me $60... and that was after I spent $20 to send it back to them. I called their customer service, but all I got was a repeating recording that would not accept any keypad input to get me to the correct department. This appears to be one of those companies that just wants to get money out of your wallet.
They appear to be dishonest people and I do not recommend doing business with them. There are plenty of competing companies out there that do the same thing, but have good return policies and don't have to hide from their customers.
NEW YORK, NEW YORK -- The website posted the Samsung water filter, but when shipping, it shipped another brand. I contacted them for a refund because of misleading information. ** issued the RMA and the return shipping label without letting me know that I would be paying for the shipping. They charged me 15% restock fee and about $17 for the return shipping. ** later stated in the email that they would refund me the restock fee, but never done. They kept pushing to over 90 days then saying that the order was over 3 months, they couldn't do anything with it.
Don't believe on their website, it says that 30 days back guarantee with any reason. Their return policy is that: All returns for a REFUND (returning the phone for a credit) are subject to a 15% restocking fee. All returns for an EXCHANGE (returning an item in exchange for another item) are NOT subject to any restocking fees. FactoryOutletStore does not cover the cost of return shipping for any reason. However, FactoryOutletStore can provide a prepaid return shipping label after an RMA has been issued. Requests for prepaid return shipping labels must be done within 24 hours from receipt of RMA Number.
Stay away from this merchant. At the time, you click complete order, you are losing money. They can send you any product, bad, wrong ones and you still end up losing the money even though it guarantees money back. Liar merchant. I don't know why the government don't step in.
NEW YORK, NEW YORK -- Before purchasing a Garmin GPS, I called the Factory Outlet Store (FOS) to verify that the unit I would be purchasing was a new, not a reconditioned unit. I was assured that the unit was new and proceeded with the purchase.
When the unit arrived, the warranty card indicated that the unit was reconditioned. I called FOS, and was told that I should have received a new unit. The FOS representative told me to return the unit, at my cost, and a new unit would be sent to me. I indicated that since they made the mistake, return shipping arrangements and payment should by made by them. They refused, and I filed a complaint with my credit card card company, American Express. American Express and I spent much time trying to resolve this matter, and were stonewalled by FOS. I finally received a full credit for the unit from AMEX, and they are still pursuing the matter with FOS.
The Factory Outlet Store is extremely disreputable, engages in bait-and-switch tactics, and knows how to work the system to cheat customers. Avoid this company at any cost. If you are planning to purchase consumer electronics, consider Amazon.com or Costco.com. Both companies provide excellent customer service. Also, the AMEX customer service assistance proved has made me a committed American Express customer. Check several related "Complaint" websites to fully determine the extent of the Factory Outlet Store's deceptive and dishonest sales practices.
Received TRU9488-3-R last Friday (corded phone with 3 handsets). Two of the three handsets don't charge and one of the three batteries I was sent was broken. I emailed the problem and was sent the wrong battery. Called customer service talking, to **, who was unable to comprehend that the replacement green fully charged battery that "replaces CPH-488B" was not the same battery that came with the phone (white rechargeable Model BT-446). He tried to tell me it was the same battery. It's not. One cost $21 (per their website)... the cost of my reordering a replacement; the other costs $2.93 (the replacement).
I explained that the battery that was provided with the handsets took 20 hours of charging before use, and that once the "already fully-charged" battery ran down months down the road (and beyond the 30 day warranty), I wasn't sure it would be able to be recharged as that was one of the problems I was having with the handsets and thought that perhaps the battery may be the problem, but need to attempt to recharge it before that can be determined. He seemed too intelligent to NOT comprehend the problem and raised his voice while telling me he "couldn't understand" my problem. I told him to just send me a new and correct battery.
He ended the conversation saying this would be the last replacement battery they could send me as if it's MY FAULT they sent me one with the wires broken and the wrong one to replace it! I will not be doing business with this company again. I also get a "fax" sound when answering from either the base or the handsets. I think I've been sent faulty products they don't want to back up. Don't do business with this company!
I ordered a Garmin Forerunner 50 from this site - Free shipping. I was concerned if it would show me distance run if it didn't have GPS. My receipt from the store says "Brand New GPS". I also called to verify that it would show me distance run and the employee who was clearly just reading off the same website I am looking at said "Yes, it will show you distance run." He clearly knew nothing about the product. The Forerunner 50 will show you distance run if you buy the foot pod separately and calibrate. So, after talking to another runner, I decided to cancel my order and order the 205. But, when I called they said I would have to wait until I got it and then exchange it.
At this point I was thinking I would return it b/c I didn't like dealing with the company with uninformed employees. But, I discovered there would be a 15% restocking fee. Now, I'm annoyed further. So, I suck it up and decide I will exchange it for a more expensive 205. I call again and am told for an exchange there is no fee and they will include a shipping label to mail it back. I confirm the shipping label is coming in the email with the exchange form. NOPE!
So I call again and they transfer me to processing who says no, I have to pay to ship it back. Basically the people working the phones are uninformed and will tell you what you want to hear to get you off the phone. I will not order from this company again!
BROOKLYN, NEW YORK -- I ordered a New Uniden phone set from FactoryOutletStore.com on Sept. 13th and was shipped Refurbished set. When I called to get the right phones that I had paid for, they told me I would be charged again for the phones and be reimbursed when I received the New phones. I then told them to just credit my card. They said fine and they would give me up to $10 back on shipping. My card was finally credited on Oct. 5th the purchase price less $30.49 for shipping and handling.
I called back today and they finally credited the balance. It still cost me $15.00 to ship the phones back, they refused to reimburse me for any shipping. This entire order was handled poorly and would not recommend do business with them.
First ordered a wireless fence - the salesperson was not correct in how it worked. I had a hard time resolving it and finally a manager agreed to an exchange. They sent me two wire rolls I did not order and could not use. No receipt with new shipment. No credit to my card for difference. I had to call two times to get a receipt and got put on hold, then disconnected. Finally was sent to a manager but had to leave a voicemail. It has been over a week with no callback. Poor service and what looks like lost money. If you call them and tell them you want to complain to a manager I think you will see what I mean.
I ordered a $159.99 Lazy Lagoon float for my four sons several days before leaving for our lakeside vacation. With the wonderful 3-5 day shipping we would definitely receive it in time. Instead, we were shipped a $19.99 life line rescue line. I called regarding the company's error and 10 days, 14 calls and a vacation later I have 4 very disappointed sons and a rescue life line that cost me $159.99. Steer clear of this company and spread the word.