Anonymous

Sent Wrong & Defective Gas Log

Ordered LP, Sent NAT Gas, amd it was defective missing parts, wrong manual. Sent them numerous photo's and a clearly written schedule of events.

Finally got in touch with someone who gave me a RMA. Sent it back, thery were to send a correct new one....never did.......Will not respond to numerous emails.....cannot get thru on phone, keep getting plced on hold by thier automated system........Been trying to call for over three days. At this point I am trying to at least get my money back. Still will not respond to numerous request for communication.

Dissapointed?.....I give them a -100 rating. Never again.

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Reason of review:
Return, Exchange or Cancellation Policy
Anonymous

Fake company

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Ordered a Pro com heater. After several weeks of nothing I sent several emails and made numerous phone calls to a company that does not exist.

This company is a fraud and rip off. They took my money and I got nothing. I was never able to speak to someone at the number provided on the web sit. I waited on hold for hours at a time, then the phone would be transferred to extension 5001 to where you could leave a message.

I left several messages with no response. You can not speak to anyone nor will anyone respond to your email's you send the company.

I am a US Marshall and have contacted the FBI fraudulent department to investigate this scam. Hopefully they will put this scam out of business and ensure they refund peoples money.

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Loss:
$120
Cons:
  • Fraud fake online company set up to steal your money
Reason of review:
No item and no response. comapany is not real. Stole my money

Preferred solution: Full refund

1 comment
Guest

I have talked with people at the 855 -607-**** and they tell me I should have my refund in 3 to 5 business days. 4 th week now and no refund.

This company is out of Bowling Green, KY 42101 and is also registered in California. I returned a heater

Anonymous

Very Bad

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Haved tried for a week to cancel an order. Called listed number 5 times and never got thru after 20-45 min. Wait time. Sent 5 emails, no response...
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Reason of review:
Return, Exchange or Cancellation Policy
Anonymous
map-marker Canton, Georgia

Non working ventfree gas stove

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Ordered a vent free stove in may2017, received quickly. Left in box awaiting a remodel in September, contractor attempted installation and found a non working pilot light assembly. 9-8-17 called company- nonproblem will send part (30 minute on hold) 9-29-17- called again, can’t find your order, but will send part(40 minute hold) 10-17-17- can’t find record of this, but will send part(25 minute wait) 10-19-17- can’t find record of this but fill out online form with procom heating(38 minute wait) 10-27-17- “working on it” 11-3-17 received email from procom heating with a link to PURCHASE the part 11-21-17- I emailed the “accountant” Has been almost 3 months, they have 549.00 of my money, I have a non working stove. Beware procomheating as well, they are “sister companies” according to their email.
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Loss:
$550
Cons:
  • Will not respond to sale rip off
Reason of review:
Damaged or defective

Preferred solution: Full refund

Anonymous
map-marker Canton, Georgia

Bad customer service.

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Worst customer service ever. Poor communication. I placed an order called them next day morning to hold my order, guess what? They shipped out my order now I have to return the product ending up paying 15% restock fee. I have been trying to call them for 5 days no one answers the phone, sent them two emails they never respond. DO NOT BUY FROM THIS COMPANY!!!
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Anonymous

No one answers emails or phone calls

Our warranty will expire in a few weeks. No one will answer our calls or emails. We have called on several occasions and were kept on hold for so long that we eventually had to hang up. We tried each number prompt and still no answer. Place an order, technical support, all other customer service questions. When we opened our box, there was a broken log. Also, the igniter does not work and the blower motor is extremely noisy. We can’t get help because they won’t respond. They won’t be in business long with this horrible level of customer service.
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Reason of review:
Poor customer service
Saoirse Fpz

Horrible

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I purchased a BTU Propane heater that was defective. I tried to contact them to return item, but they never responded. I purchased the item through Walmart.com and they will not help resolve tne issue. Walmart should step in or discontinue their partnership with Factory Buys Direct.
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Reason of review:
Return, Exchange or Cancellation Policy
Anonymous
map-marker Canton, Georgia

COMPLAINT

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DO NOT ORDER FROM THIS PLACE IF IN FACT IT IS A PLACE THEY DO NOT SEND THEIR ORDERS THEY DO NOT ANSWER THEIR PHONE OR IF THEY DO AFTER AN HOUR THEY HANG UP RIGHT AWAY I PLACED A ORDER AND NEVER GOT A SHIPPING TRACK NUMBER WAITED 10 DAYS I HAVE SENT E MAILS I HAVE MADE TOO *** MANY PHONE CALLS AND HAVE NEVER BEEN ABLE TO GET TO TALK TO ANYBODY SO IF ALL YA'LL WANT TO THROW YOUR MONEY AWAY THIS IS A GOOD PLACE YOU WELL NEVER GET YOUR ORDER ALL THEY DO IS STEAL YOUR MONEY DO NOT ORDER DO NOT ORDER DO NOT ORDER
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Loss:
$119
Reason of review:
Poor customer service

Preferred solution: Full refund

1 comment
Guest

After two and a half hours on phone I finally got a tracking number. We’ll see what happens

Anonymous

Awful

Ordered a vent free heater. Heater came tried to hook up. Could never get it lit. Called FBDirect for return.39 days later got a return email. Sent product back haven't seen a credit or a new product for 60 days now.lip service when I call, they never have any reference to previous calls. Put on hold for 30 minutes multiple times and then they disconnect never to be heard from again. Going on 90 days now. Bad,bad,bad customer service and don't buy a creekside heater.
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Reason of review:
Return, Exchange or Cancellation Policy
1 comment
Guest

I am having the same problem. will be contacting my state attorney generals office, the Attorney general offices of Kentucky an GA. to fill fraud complaints.

Anonymous

Worst customer service EVER!!!

Received incorrect item on 10-18-2017--ordered a Cherry fireplace and received white---contacted Factory Buys Direct 10 minutes after delivery. Spoke with Customer Service t said here is nothing they can do-that I had to submit e-mail explaining detail with a photo of item received...did immediately...two weeks no response sent another e-mail no response than I called they said they would send me a return label and I would have to ship it back. Still waiting and it's 12-17-2017.... I would NEVER order anything from them...so now I still have the white fireplace that I did not order and it cost $800.00.....still waiting for call back and or return e-mail.
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Loss:
$800
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Price reduction

Anonymous

Took my money no product can't get ahold of anyone

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I ordered a portable air conditioner for $280 which they promptly took my money and never sent me. It has been almost 3 months and can't get ahold of anyone. worst experience online ever, I will never shop with them or recommend them again.
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Reason of review:
Order processing issue
Resolved
Lace Amb
map-marker Elmira, New York

Resolved: Terrible company, out a lot of money, no resolution

Factory Buys Direct - Terrible company, out a lot of money, no resolution
Factory Buys Direct - Terrible company, out a lot of money, no resolution - Image 2
Updated by user Jul 15, 2017

Report filed with BBB ....have been corresponding with another customer service rep who continues to promise the issue will be resolved....continue to be missing the mantle....it's never ending!!! I've provided them everything I possibly can....still no resolution!!!

Original review Jul 06, 2017
Ordered a Duluth Forge full size ventless fireplace, antique white finish on 6/5/2017. Received the gas insert on 6/12, mantle missing, have been fighting with them since to find the missing mantle, they blame the freight company.

Supposedly a claim was filed with freight company 6/14.....I've called...can never get anyone to answer phone, emailed and "live chat" with Sean multiple times...he told me freight company had 14 days to respond ....been well over that now...no mantle...emailed again 7/5...no response, no one answering their phones....in all I've probably had 7 correspondence with them and still have no mantle. Told them multiple times I either want the mantle...gas insert is useless without it...or a refund and I will send back gas insert...at their expense...no response or instruction on what to do. Today I filed a claim with BBB....I want to cry at the thought of $950 loss.....will never ever deal with them again!!!

I have learned my lesson!! I'm not rich...I don't have $950 to just throw away....so upsetting!!
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Reason of review:
Order processing issue
Anonymous

Propane wall heater ventlesas

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they will not send a return label on my order...I have requested it 3 times by email like I was suppose to do. will never buy anything again was on hold for 35 minutes each time when trying to call...when answer put on hold again for 10 minutes...sent me back to Walmart who said no factorybuydirect should handle the return through email..it has been 9 days and no reply.. I'm starting a petition for Walmart to drop them as a third part sales thru their website..i can not believe this company rudeness.it seems to me they are trained to be like this. I think they must be having problems,as for me I will never order through them again..
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Loss:
$145
Cons:
  • No customer service
  • Poor customer service
  • Return policy they ignore me
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

Anonymous

Selling Junk Products

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I have called the company a few times and always get put in a queue and have yet to talk to anyone. I have also sent several emails with no responds. I purchased a vent free heater and the blower. The auto ignitor on the heater did not work. No click, no nothing, just dead. The fan in the blower sounds as if it loose. When it starts up, it sounds horrible until it gets up to speed. I trusted this company because I saw it on Sears website and just assumed (no what they say about that) it could be trusted. I really believed they sold me refurbished products. My HVAC tech said the air inlet was also messed up. We were getting fumes on combustion.
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Loss:
$186
Cons:
  • No customer service
Reason of review:
Damaged or defective

Preferred solution: Price reduction

Anonymous

NO CUSTOMER SERVICE - BEWARE

Factory Buys Direct.com Two Hour Cancellation policy is a huge scam! You'll wait on hold for that long trying to talk to someone to cancel your order if you made a mistake in ordering like in my case, or need to make a simple change to your order. Check out all the negative reviews on line with this company and unhappy customers... Their policy after two hours is to ship the item to you anyway and the charge you a 15% restocking fee on the return. I'm hoping that by providing this review I will save others from falls into their trap. Don't buy from this company!!!
View full review
Loss:
$169
Reason of review:
Poor customer service

Preferred solution: Full refund

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