Complaints

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.

• Initial Complaint

  Date:06/05/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Complaint Regarding Misleading "Free Shipping" Advertising and Bait-and-Switch Tactics by ************************** I am writing to formally file a complaint against ************************** for engaging in misleading and deceptive sales practices related to shipping charges. Specifically, FactoryPure prominently advertises "Free Shipping" on product listings across their websiteincluding in banners and product images themselves. However, once an order is placed, the company contacts the customer after the fact to impose an additional shipping fee, contradicting what was advertised at the time of *********** our case, we selected and purchased an item that was explicitly labeled with "Free Shipping" both in the product description, and emailed order confirmation. We proceeded with the order based on that clear representation. Shortly after submitting the order, we were contacted by FactoryPure and informed that the item would not ship unless we paid a $400 additional shipping fee. This is a classic bait-and-switch tactic and is not only unethical, but potentially violates FTC guidelines on deceptive advertising.Upon researching the issue further, I discovered that multiple other customers have reported similar experiences with FactoryPure. A pattern has emerged in online reviews and forums describing:Products falsely labeled as having free shipping Post-order outreach demanding unexpected shipping payments Lack of transparency about fees during the checkout process Unresponsiveness or dismissiveness when customers question the charges These tactics are misleading, erode consumer trust, and may constitute fraudulent business practices. If a company displays Free Shipping at the point of sale, that offer should be honoredperiod. Retroactively tacking on additional charges after an order is placed is deceptive and predatory.I urge the appropriate agencies to investigate this matter and hold FactoryPure accountable for its misleading advertising and sales tactics.

  

  Business Response

  Date: 06/10/2025

  We offer free shipping on our air-cooled generators only and not liquid-cooled units. If there was a notice of free shipping on one of our liquid-cooled models then it was by mistake and has since been corrected. Every LC should have a specific banner next to it saying "shipping info" and not "free shipping". We apologize for the mistake in this instance but there's no sort of deceptive practices happening at FactoryPure. 

  Customer Answer

  Date: 06/10/2025

  Complaint: 23429223
  
  I am rejecting this response because: this was not the response provided by your sales team as shown in the attached email from ****** of FactoryPure. She blamed it on location. We have all of the necessary equipment onsite to remove the generator from the truck or it could have been delivered to one of our business addresses.

  She blamed the additional $400 fee on location, not equipment type. Instead of canceling the order, you should have honored the transaction and corrected it on your site for any transactions moving forward.

  
  Regards,
  *****

  

  Business Response

  Date: 06/25/2025

  Our previous response had no mention of equipment or your ability to unload at the requested address. We were simply explaining where the shipping charge had come from which was indeed based on your delivery location as mentioned by Angel. 

  Customer Answer

  Date: 06/25/2025

  Complaint: 23429223
  
  I am rejecting this response because: this still does not justify FactoryPure attempting to extract an additional $400 from me when their website, specifically the page where the product was listed, along with checkout, does not state there could be a shipping fee even though youre misleading customers that shipping will be free for this specific product.

  Regards,
  *****

• Initial Complaint

  Date:05/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Bought a steam press for my clothes. Had the same one prior lasted over 5 years. This one stopped working (no steam) and burnt my clothes. Contacted the company to have it fixed. Sent it to them incurring shipping costs of $143. Company has repaired it but wants me to pay to have it shipped back. Original cost of $275 + tax. I shouldnt have to pay additional shipping on a faulty product that should be at the companys expense for it being defective

  

  Business Response

  Date: 06/05/2025

  FactoryPure is an authorized reseller for each and every product we carry which covers dozens and dozens of different brands/manufacturers. When it comes to warranty issues, customers work directly with manufacturers for support and repair which, at times, puts shipping costs on the customer. We have no control over their policy for repair under their warranty. 

• Initial Complaint

  Date:01/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Purchased Generac 14kw Standby Generator on 12/20/24 for $4,574.75. Received on 12/27 and it was damaged. Talked with Factory Pure on that day, received a claim # ******. Sent pictures of damage by email per the directions. Box showed no damage, but Generator did. (pictures attached). Was informed that they would send parts to repair the damage. I talked with Factory Pure multiple times and they kept saying that the parts where on the way. Still no parts. Factory Pure said they would come and pick up the damaged generator. Waiting again.Everyone I talked with at Factory Pure has always been very polite and helpful, but I'm getting no action.

  

  Business Response

  Date: 02/03/2025

  The customer reported the damage to us at ********************** and we submitted the claim with the carrier right away. We were attempting to get parts for the customer but since they had a long lead time through the manufacturer, he opted for a refund which is understandable. This was all discussed on 1/24 but the customer had since asked for a discount off the generator in the amount of $2,000 which we could not do and proceeded with picking up the unit. We're unsure why this complaint has been filed as we've been speaking with the customer frequently and providing updates accordingly to get him taken care of. 

• Initial Complaint

  Date:01/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I bought a vevor furnace from them. It was advertised as being able to melt gold, silver and copper. It does not do a good job of that. The silver I melted does not stay hot enough for the metal to pour into my graphite molds. This means its not actually 2k degrees f as advertised. I asked to return the furnace for a refund but was told I cant because its used. I was told via chat that I have to contact Vevor and go through their warranty for a return. I dont want to deal with that hassle. Factorypure can do that themselves with vevor. I contacted the chat the factorypure representative on 1/28/24. The silver i attempted to pour was .999 pure silver. They were two American silver eagles.

  

  Business Response

  Date: 01/29/2025

  We were notified of this issue yesterday and one of our team members is requesting assistance from *****. If a customer claims an item is defective, Vevor would be the ones to authorize a return under warranty and then we can process either a replacement or refund for them. This process is standard across e-commerce sites such as ours and is listed clearly in our Shipping and Return Policy which is available for viewing prior to making any purchase with us. 

   

  Our team is still monitoring for Vevor's response as of this afternoon and will update the customer once we hear back. 

• Initial Complaint

  Date:12/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Bought a new ****** pellet stove that does not work. Try trouble shooting with manufacturer as per the refund policy when they said said they will me the send part that I had to replace. The blower motor on the stove myself and I said that not trouble shooting that's repairing. I'm not a repair tech This has been going on since 12/5

  

  Business Response

  Date: 12/20/2024

  The manufacturer's response was in line with their policy as well as ours at FactoryPure - for any items shipping freight, reasonable troubleshooting steps need to take place under the manufacturer's warranty. When we reached out to ****** Hearth's team to discuss this matter, they said they were trying to explain to the customer how they would set up a local repair for him when he hung up on them. They're currently in the process of getting a date scheduled to have someone go out there and inspect. 

  Customer Answer

  Date: 12/23/2024

  Complaint: 22711275
  
  I am rejecting this response because: they want a 25%  restocking fee . So now trying to  make appointment for a repair tech.
  
  Regards,
  
  ***** *********

  

  Business Response

  Date: 01/09/2025

  The 25% restocking fee and deduction from the customer's refund would have been if the stove had to be sent back to the manufacturer without troubleshooting and repairing. These items cost hundreds of dollars to ship back and forth so that's why they have the policy in place to avoid those fees and have the unit repaired locally. 

• Initial Complaint

  Date:12/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Ordered Safe on November 29 2024. Received a different safe than the one I ordered. Seller has is not returning my money because they say the manufacturer of the safe sent the wrong safe. I did not order from the manufacturer. I ordered from Factory Pure. It is Factory Pure's job to handle the return. Factory Pure processes the credit card and should return my money and arrange for pickup of incorrect safe, if that what they want.

  

  Business Response

  Date: 12/11/2024

  This was a product shipped directly from the manufacturer so we were attempting to have them provide the label since it was a mistake on their end. We don't want to prolong this return any further so FactoryPure will be issuing the return label and authorization to the customer and will deal with ***** on the back end. A return label will be provided shortly. 

• Initial Complaint

  Date:11/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Date of transaction October 22, 2026 Amount paid ****** The product provided Powersmart Push lawnmower I purchased this product on October 22, 2026 and I received a email of my purchase, but didn't receive no information o when it was being shipped. I sent a email to Factory Pure, stating I would like to cancel my order. Since they didn't respond to me by email, that they was shipping my product. So they sent me a email stating that cancelation can only be over the phone. So when I got in touch with Factory pure, they said they would try to ship it back to the company. So whe I got my refund back, it was for ******. I feel that i should have git my full refund of ****** back. It's not my fault that they don't check their emails, but they can send me a email in respond. That's my complaint.

  

  Business Response

  Date: 12/02/2024

  We have our processing times listed on each and ever product page which will give our customers a good idea about shipping windows. We also have our Shipping and Return Policy posted online PRIOR to making any purchase with us which states that any and all cancelations need to be done over the phone, during normal business hours. We have this rule in place for these exact kind of reasons where we have to send cancel requests to the manufacturer if shipped from their facility and not ours. Even with this being in place, one of our team members went ahead and sent the cancel request to **********, asking them to cancel. According to the notes on the order and timeline, the cancel request was submitted too late as it had already been picked up by ***. Once an item has been shipped, shipping and restocking feels will apply as outlined in our Shipping and Return policy. 

  Customer Answer

  Date: 12/03/2024

  Complaint: 22587008
  
  I am rejecting this response because:
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:11/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Attached emails verify telephone communication between Factory Pure, U.S, Stove and ***** ****** about 10/17/24 purchase of ****** Hearth AW2020 E-P EPA 2000 ft. wood stove from Factory Pure. Item not a wood burning circulator heater with blower. When I tried to return the stove, Factory Pure, by phone, notified me that a return was not possible even after I offered to pay re-stocking and shipping fees. At time of purchase, there was NOT a NO RETURN notice on any of the products advertised.After no success of a return with Factory Pure, I contacted BREAD Pay, the finance company about the financing placed to make the purchase. Bread, working on my behalf with Factory Pure, expects payments on an item of no use to me. That's $96.38 per month, first payment due November 16, 2024. Bread Pay external ID #******. 10/21/24 email from Bread Payments Buyer Support, Case #*********, ***** *************** resolve this dispute, I'm willing to exchange the wood burning stove for the following product.Ashley Hearth High Performance wood stove, ****** BTU EPA Certified, Model #AW40, $1449.99. This is an old style upright box type cabinet heater with vents and blower. It seems there should be some distinction between a stove and a heater in their ***************** is my hope dispute negotiations are completed soon as weather is changing and I still need a wood heater.Thank you for your attention to this matter.

  

  Business Response

  Date: 11/07/2024

  We have the item they ordered clearly listed as a wood burning stove, along with all the features, specifications and user manual also included on the product page. We also have our shipping and return policy available on our site for viewing prior to any purchase being made. The attached screenshot shows this.

  The notes on the order indicate that someone called 10/21/24 @ 9:44am asking to return the stove. When our representative began explaining our return policy she responded by saying that if we can't help, she'll call US Stove and then hung up on our **** The reason why freight items can't be returned is because of the very high amount of fees that would need to be charged. Freight costs alone average between $150-250 one way so double that, add the restocking fee that US Stove charges (15%) and there's not much left to refund on an item that originally costs $929. We recommend selling the unit locally to recoup their costs for this very reason. 

• Initial Complaint

  Date:11/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Your company is the biggest scam and fraud I have ever seen. I ordered a box tablet originally and they said they dont supply it (take it out of your website if you dont supply it), then they gave me other options not close to the price range or what I wanted but I still chose one paid the extra money since I thought it is going to come with keyboard and pen and since I though it is going to arrive at a date I need but did that happen no. Keyboard was not included worst part there isnt even a uses manual and I paid a lot for this, it much cheaper to get it at BOOX website and ****** that does supply it not only with keyboard and pin but also pin tip. Now that I want to return this they are saying I have to pay a fee. Biggest SCAM ever. As far as I know policys for U.S business his is not allowed they has to be 30day shipment for any product sold. So u *** better check rules and regulation llegally. NEVER BUY FROM HERE YOU WILL REGRET IT. FRAUD AND SCAM FOR RETURN POLICY.

  

  Business Response

  Date: 11/04/2024

  The original issue regarding the out of stock item was accurate - BOOX's (the manufacturer) inventory was inaccurately posted so we offered a different model to the customer. We don't list this item as including a keyboard nor did we ever tell him one would be included. Being upset with our return policy which is posted on our site PRIOR to purchasing is one thing, but calling us scammers and claiming we defrauded you is completely inaccurate. 

• Initial Complaint

  Date:10/15/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I ordered a generator on September 30th and once I realized I was not going to receive it I went to the website and input the information in the Contact Us tab to cancel my order. I did this several times but I did not get a response. After I canceled my order a few days later they took the money from my account. I contacted my bank to file a dispute and I let Factory Pure know that i filed a dispute. they sent me a message today saying they did not know where my package was and they did not know if it shipped but I would not get my refund back and if I did they would take out 20% and other fees. I explained I would take them to court and *** if i have to i have researched many other victims who got scammed by this same company.

  

  Business Response

  Date: 11/01/2024

  FactoryPure does not accept cancelation requests by email for this exact reason - we need to be made aware immediately by phone, during normal business hours (M-F 8am-6pm CT) so orders can be pulled in time. This is outlined in our Shipping and Return Policy which is available for viewing prior to making a purchase.

  The item she ordered is advertised as being shipped directly from the manufacturer so any cancel requests would then need to be forwarded to that team. This order was also placed at the height of hurricane ****** and it's aftermath so processing, transit and response times were delayed. The customer has since received the generator without issue. 

  Customer Answer

  Date: 11/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******** ******