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Factory Direct Hobbies

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/18/2024

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This vendor cancelled an order for three Walthers SceneMaster 949-12100 ***********************(R) Route Star Vans - UPS(R) Package Cars - New Style without reason including loss of my a one-time usable discount, and possibly a prepayment. I emailed them June 21, 2024, and July 11, 2024 to ****************************** and to the president to ********************************** without response. My inquiries included asking what happened with the order, why was it cancelled, should I purchase them somewhere else (they were, and may still be, a preorder) and what happened to my one-time discount and any prepayment, as well as whether my preorders were still effective. I have ordered and preordered with them before and just expected some minimal customer service with an answer to my questions instead of being apparently ignored.

    Business Response

    Date: 07/26/2024

    Good morning.  I am the new General Manager for Factory Direct Hobbies (FDH). *** has left the business and is no longer the president which explains the lack of response.

    After researching this complaint, I have found that our team did their job correctly and communicated with the customer.  ***** in customer service received an email at ask@********************** on June 21st from ***** asking about some gondolas but the *** trucks were never mentioned.  Our system also sent an order confirmation email on June 21st to ***** in regard to the shortage from our vendor and ***** was notified about the shortage on June 26th and reached out to a few customers in regards to this item shortage including *****. 

    The attachment shows the communication trail in our system, a copy of the email that was sent to the customer on June 21st with information on his refund, the email that was sent to the customer on June 26th about the shortage/refund, and then the emails on June 26th when we first heard the customer was upset.   

    We pride ourselves in our customer service and communication with our customer.  We hope that this clarifies things from Factory Direct Hobbies and that ***** will continue to shop with us. Thank you for listening to our side of the complaint.

    *********************

    General Manager
    Factory Direct Hobbies

    Customer Answer

    Date: 07/26/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

    Thank you. 

  • Initial Complaint

    Date:01/09/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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

    Date: 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 Hobbies

Factory Direct Hobbies is NOT a BBB Accredited Business.

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