ComplaintsforFactory Direct Hobbies
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This institution sells your private information to scammers. The institution REQUIRES a phone number to purchase. It was christmas and I didn't think anything of it. As soon as I purchased I started getting spam and phishing text messages. Up to 20 a night, all from different spoofed out-of-country numbers. They all contained the same ridiculous and clickbaity taglines and links. Their website does not have any options for modifying or deleting an account, which is set up automatically at purchase and cannot be opted out of.Business response
01/26/2023
Hi *****,
So sorry to hear about your troubles regarding the spammy texts. We don't sell any customer information to anyone, for any reason, ever. While the texts may have begun after your order with us, it wasn't as a result of ordering with us. We require phone numbers because often there are questions we need to ask customers regarding fulfillment and availability -- often emails end up in spam folders. Again, sorry for your troubles, but this isn't our fault. Best of luck.
*******************
Owner
Factory Direct HobbiesInitial Complaint
09/20/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered an HO scale building on August 31, 2022. Per the Factory Direct Hobbies website, my order was confirmed. I reached out to Factory Direct Hobbies on September 13th asking what the tracking number was for my order. Per their website, if I hadn't received a tracking number within 5 days to email them and ask them to investigate, which is what I did. I again reached out to Factory Direct Hobbies on September 17, 2022 to ask what the status of my order was. The response I received was: Thanks for your email! For faster service and many instant answers, visit us at factorydirecthobbies.com and click the gold chat bubble in the lower right corner!Our email response time is slower, typically 5-7 BUSINESS DAYS. All of our customers' inquiries are important to us, and we answer emails in the order in which they are received.Our office hours are MONDAY-FRIDAY, 9am-5pm ET. Our small but hard-working team spends weekends at home with our families. We appreciate your patience. As of today, September 19, 2022, I have heard nothing from anyone at Factory Direct HobbiesInitial Complaint
09/09/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
On August 29th, 2022, I placed an order from Factory Direct Hobbies (order number is ******) worth approximately $630, but now nearly two weeks later I still have not received any confirmation or shipping information regarding my order. I have tried numerous times to reach out to the business to inquire about the delay by phone and by email and have yet to receive a response in any way. They have made no effort whatsoever to contact me and inform me as to the cause of the delay, and I am fed up with waiting for confirmation that my order has shipped; it never usually takes them this long to fulfill an order and i am at a loss for words.Initial Complaint
03/18/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Unable to contact business. They are unable to be reached by phone. They have not responded to email. They have not replied to messages in the gold Chat Bubble, which they advertised a response "under 3 hours." However, they're quick to take your product reservations and orders. At the bottom of the Factory Direct Trains website, under "Accessibility", I followed ALL of their contact methods without success.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
BBB Rating & Accreditation
This business is not BBB AccreditedCustomer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
4 total complaints in the last 3 years.
0 complaints closed in the last 12 months.