ComplaintsforFactoryPure

• Initial Complaint

  03/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I canceled the order when unit did not arrive as promised. It showed up one month later. I offered to ship the unit back if Factory Pure would pick up the shipping cost. They turned it over to a collection agency who also has heard my story of discontent .The unit is still sitting on my shop floor in the original box. It is about time for me to charge F P for taking the space that I sorely need.Please Help At this point my credit card stopped payment. I told the collection agency I would not pay a ***** to FP for there poor or lack of any customer service.

  

  Business response

  03/08/2024

  ************** first contacted FactoryPure on 11/20/2023 saying that he canceled this order and that he needs to send the unit back to us for a full refund. This unit was delivered by *** on 10/26/2023 via tracking number 1Z9X30090364565080.  We have zero record of him attempting to cancel this order either by phone, text, email or our chat service. Additionally, our policy does not allow for the return of small engine items which was relayed to him and is available for viewing on our website prior to purchasing within our Shipping and Return Policy. Even when an exception is allowed (it was in this case), the return shipping would be the customer's responsibility to which he refused to pay so this case was closed on our end.

   

  Any further communication regarding the collection notice received will need to be handled directly through that channel. 

• Initial Complaint

  12/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I got a pellet insert stove on 12/8/ 23 it would not fit in my original location I called and talked to ***** he told me to send pictures of the item packed up i did it was never taken out of the box I told him i needed to order another one from them that would fit he told me that there may be a shipping charge to send it back I told him i would pay that not a restocking charge he said he would talk to Comfort Built to see if there is a restocking charge I told him i never got any return policy's from them when i bought the stove I told him since i was going to buy another one from them there should not be a restocking charge I talk to a guy on 12/11/23 i think his name was **** not sure He told me they would wave the restocking charge they would make an exception but you would have to pay for shipping which was around $400.00 i agreed since i was buying another one Then i talked to ***** on 12/11/23 he said there would be a restocking charge I told him i will not pay for this This is not right I think this is the way they make there extra monies In Comfort Built return policy there is no restocking charge stated if returned in ********************************************************************************************************************************************************** a complaint to them Factory Pure has had in the past 3 years 36 complaints and in the past 12 months 18 complaints on your site waiting to here back from ***** Thank You again *******************************

  

  Business response

  12/20/2023

  There was a misunderstanding regarding the fees involved with this order. While the customer did make a mistake during the ordering process, we were able to get him taken care of and has since been provided instructions to exchange for the unit he needs. 

• Initial Complaint

  11/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ordered grow tents from them,ups said they delivered them but never showed,after a year and a half of back and forth calls to ***** and ** shipping company neither the tents nor money was refunded,ups did however send a claim form the shipping company in **,the shipper was in *****,needless to say nothing happened but the lose of ******

  

  Business response

  11/30/2023

  According to our records, the manufacturer processed out ************ to this customer 12/2022. That was the last we had heard until nearly a year later on 11/14/2023 when the customer called in to our support team looking for an update. We've let him know that due to the time that has passed, there's nothing we're able to do as we were under the impression that replacements had been sent. 

• Initial Complaint

  11/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  DATE: MARCH 17TH, 2023, AMOUNT $2277.75,WANTED COAL AND WOOD STOVE, (SENT COAL ONLY) , WANT REFUND-DIDN'T GET WHAT I WANTED AND I EXPLAINED WHAT I WANTED, WHEN GOT STOVE DIDN'T INSTALLED RIGHT AWAY CAUSE IT WASN'T COLD YET SO HAD NO IDEA WHAT I GOT, NO RESOLUTION RESOLVED , WOULD REALLY WANT A FULL REFUND, THANK YOU IF THIS COULD BE RESOLVED!THEY HAD SAID I COULD BURN WOOD AND COAL ON STOVE SAYS ONLY COAL! NOT WHAT I WANTED AT ALL!

  

  Business response

  11/14/2023

  This is the first time we're hearing about any issue with this customer's order. We have the product clearly listed in the title as a coal stove so I'm not sure how he may have seen anything different. Beyond that, as the customer mentioned, the order was placed in March of this year so there are no options at this point to have it picked up for a return as the manufacturer's policy as well as FactoryPure's, does not allow returns beyond 30 days of purchase. We recommend inspecting products immediately not only for damage but also to confirm they received the correct item. From our records, I can see we processed the correct item he ordered and and delivered it to the customer without issue. 

  Customer response

  11/14/2023

  Complaint: 20856442
  
  I am rejecting this response because:
  
  Regards,
  
  ***************************

• Initial Complaint

  11/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a generator at 7:59 am on October 25 2023. Was told it was guaranteed 3 day shipping. It didn't ship till 5 days later. I paid $550.00. A shipping company sent an email and and text message saying it wasn't going to be delivered for another week on November 8th. Which is today. We called and complained and just told them to cancel it. They said they can't and we would have to pay fees. We said fine but they're not getting a good review. Found out today they canceled our order and sent it back. It's Nov 8th the day it's supposed to be delivered. They didn't even tell us. It's still in the system as being sent. The delivery service said our account is closed. My husband called factory pure and they said they canceled our order because we were going to give them a bad review. What kind of business does that. Not to mention I need my money back. They're basically stealing from me at this point. Please shut them down so more people aren't being taken advantage of

  

  Business response

  11/10/2023

  This customer purchased online on his own and was never guaranteed any shipping date as we don't advertise anything on our site with guarantees in regards to processing and shipping times. This customer was very difficult to work with as he was combative with our employees when he called in and making threats to leave bad reviews anywhere he could and tell everyone not to do business with us. Since we did nothing wrong during this transaction and didn't feel like we deserved this, as a small business - we made the decision to cancel his order. He's already been refunded in full at this time. 

  Customer response

  11/10/2023

  Complaint: 20842888
  
  I am rejecting this response because:

  This business is lying. They have on their page that they ship in 1 to 3 days. You can literally see it. We asked to cancel because it was taking way longer than advertised. He said well you'll have to pay to ship it back. I said well then don't cancel it. This company ended up canceling it themselves on the day it was supposed to be delivered a week after we talked. Didn't communicate that to us at all. The shipping company had to tell us. He then told us it's illegal in ***** to leave a bad review. He also tried to keep my money for the generator being sent back. I didn't send it back they did. I do not appreciate them threatening me and taking my money because they are a bad business. People are allowed to give reviews based on their company. If they did what they promised it wouldn't be an issue. Then they had the nerve to basically steal from me. Kept my money and took the generator back. This is not a business. And I've been reading other bad reviews from the bbb on them as well. This is not how you treat customers from a small business. Don't advertise what you are not able to and threaten the customers that call you out on it. 
  
  Regards,
  
  ***************************

  

  Business response

  11/27/2023

  Nothing we seem to say is giving insight to the customer so we're unsure what else to provide at this point. It's been mentioned multiple times how our policy works and why we took the action we did. This customer has been refunded in full 11/9 and there is nothing else to discuss. Documentation has been provided to the BBB as well. 

• Initial Complaint

  10/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a wood stove for about $2000 on October 4. It was supposed to arrive soon after but the shipping company called to say they needed a smaller truck. No item ever arrived. The company is refusing to issue a refund claiming item was delivered.

  

  Business response

  11/07/2023

  We weren't notified of any issue with this order until the customer emailed ** letting us know he never got it. I responded asking for more detail so I can get together with the manufacturer who shipped the unit. While waiting on a response from the manufacturer for further details, we received word from our accounting team that the customer filed a dispute/chargeback. At this time there is no further information to provide as this has been taken over by our accounting team who is currently communicating with the customer's financial institution regarding the dispute. 

• Initial Complaint

  10/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On October 8, 2023, our family ordered a foldable electric scooter for my ailing 85-year-old mother in law from online retailer Factory Pure. On October 9, 2023, Factory Pure fulfillment staff called us to let us know that our transaction had raised "flags" but would not explain what those were. We could not tell why the complete and factual inforamtion provided in the online order was not respected and honored. We asked to speak with a compliance manager. That request was refused, and we were hung up on. We called again and again asked to speak with a compliance manager. We were told in retaliation that our order was being canceled. The contract for purchase created online was not carried out by Factory Pure, and Califronia consumer protections were not adhered to when we were asked probing questions and retaliated against when we asked to speak with a compliance manager. My 85-year-old mother is victimized, as she needs the scooter. We followed all requirements to the letter. Kindly investigate.

  

  Business response

  11/06/2023

  When this customer placed their order online with us, it did indeed raise "flags" that we see common with fraudulent orders. We use a fraud protection company/software that gives us brief insight into the level of risk involved and what steps they suggest to take with the order. For this order, we needed the customer to verify their shipping address and what was ordered to which they refused immediately and were clearly unhappy with this process. The call ended shortly after that but they later called in, again, not allowing us to verify the order by having them simply confirm their address and what they ordered. Due to us not being able to verify this order, it had to be canceled. 

  Customer response

  11/06/2023

  Complaint: 20715922
  
  I am rejecting this response because:

  The "response" is non-responsive to the complaint.  When placing the order, the consumer followed all instruction, including any anti-fraud measures advised of.  That was apparently not enough for the company, whose representative called, with no discussion of the reason for the call, for fraud protection or otherwise, and demanded private information, in just the manner that scammers would use.  No consumer who followed ordering instrucitons to the letter should then be called, without introduction or explanation, for the demand of more information.  As a result of this conduct, an 85-year-old consumer was not provided a medically-necessary scooter.  Kindly investigate.   

  Regards,
  
  ***********************

  

  Business response

  11/16/2023

  Our representative clearly identified himself as being from FP and why he was calling. We deal with dozens of cases like this throughout the week and very rarely have someone who is upset that we're simply trying to make sure that their information isn't being used to place fraudulent orders. At this time FactoryPure has no other resolution to offer as this customer did not abide by our policy and has been refunded in full. 

• Initial Complaint

  10/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a generator and was told that it would be delivered on 9/18/23, which I needed by then. The order was delayed and did not arrive until later in 9/19/23 which was too late. I left notes on my house for ***** to return to sender since I was not home to receive it nor use it since it was late. Now they want to charge me 20% restocking fee plus shipping both to my house and back to them. The shipping was free from the beginning. they are totally trying to rip me off. I will have spent more in returning the item than keep the unused, unopened item.

  

  Business response

  10/24/2023

  ************** purchased the generator online and was never promised any delivery date. We have estimated processing times posted clearly on each product page but do not specify delivery dates at that time since that depends on the carrier and customer's location. Estimated delivery dates are only provided through each carrier once registered in their system online for the customer to view. We have no control over transit times and were not notified of ANY issue about the order until the customer had already refused it. 

• Initial Complaint

  09/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 8/18/23 my company placed an online order on Factorypure.com for 2 - Onan generators for a total of $7,936. (Order #*****) On that particular day, on that particular page, it showed 2 were available and ready to ship. We were then told it would be two weeks before we received these. We called again today, 9/18/23 and were told it would be at least October 5th before they would even ship. We were immediately charged the full amount when we placed the order. We called today, as well as used their Live Chat on their web site asking to cancel their order since they did not represent the delivery time accurately. They rudely told us no in both cases. (We kept the chat ticket). This could have immediately been handled by canceling our order and refunding. They instead chose this way....

  

  Business response

  09/21/2023

  We don't advertise any of these generators being available to ship out immediately. They are clearly posted with a 4-8 week lead time. This customer even called in on 9/7 to inquire about a ship date to which we told them 10/5 and there was no issue then. They called back 9/18 asking to cancel the order but it was too late in the processing time to do so. They have since opened a dispute/chargeback so this has been handed off to our accounting and legal team. 

• Initial Complaint

  09/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased a generator for my customer on 8/24. The item has been sitting in a truck an hour from my home since 8/28. The original delivery was 9/7 but never showed up . The delivery changed to 9/14. My customer became angry about not having this installed in a timely manner and demanded a discount. I contacted factory pure and requested they help with this discount. They refuse being very rude. The supervisor ******* talked over me numerous times and wouldn't let the speak to his boss. He then canceled the delivery and had the shipper returned it to them . They now tell me I have to wait till they get it back before they deduct a restock fee and give me a refund. Total scam company.

  Customer response

  09/15/2023

  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,
  
  ***********************

  

  Business response

  09/26/2023

  We received response 9/15 indicating this BBB case has been closed. I'm not sure what response is wanted at this time but the customer filed a paypal dispute. Because of this, communication is bound strictly to email between PayPal and our accounting team. 

  Customer response

  09/26/2023

  Complaint: 20608111
  
  I am rejecting this response because: *********** had held information from PayPal to make it look like the purchased item Is still out for delivery.  They refused to give PayPal the correct tracking number showing the signed and received the item back. 
  
  Regards,
  
  ***********************

  

  Business response

  11/16/2023

  We didn't withhold anything. PayPay had access to the same tracking information we did which can take at least 48 hours to reflect any changes, including units being returned. This is common amongst every freight company we deal with. 

  Customer response

  11/16/2023

  Complaint: 20608111
  
  I am rejecting this response because: Total lie! Factory pure gave them a completely different tracking number than they had for the return.  They tried  withholding about $850.00 for the return however paypal doesn't play that game. ********* arrogance cost the company  a bunch of money .
  
  Regards,
  
  ***********************

*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. ↩