Factory Outlet Store
reviews and complaints

On December 17, 2015, I ordered a battery for my Samsung Galaxy S3 mini cell phone, providing all the information. I received the battery but found it was too long to fit in my phone so contacted them and received a form to fill out with the returned battery. On the form, I indicated I would like to exchange it for a correctly sized battery. However I heard nothing and when I contacted them was told my credit card had been credited; sure enough a credit was on my account. However, they charged ME a fee even though they made the error in size and also didn't bother to send me the correct battery. Will never do business with this company every again.

I purchased filters several months ago and when I decided to use one it did not fit. I contacted FactoryOutletStore customer service and asked for my order number, but they said I need to verify my email address first. I never received the verification email, so I could not even get into my own order history. I called again and was told that they’ll call me back later. It has been more than three hours and I have tried calling them more than 5 times, nothing. So I am guessing they are not going to do anything. I will never order from this company again!

I ordered a $159.99 Lazy Lagoon float for my four sons several days before leaving for our lakeside vacation. With the wonderful 3-5 day shipping we would definitely receive it in time. Instead we were shipped a $19.99 life line rescue line. I called regarding the company's error and 10 days, 14 calls and a vacation later I have 4 very disappointed sons and a rescue life line that cost me $159.99.
Steer clear of this company and spread the word.

I recently purchased what I thought to be Samsung OEM Water Filters for my refrigerator. With a Name like FACTORYOUTLETSTORE and the fact that they only represented the OEM part numbers and did not disclose that they really were selling the generic brand, I thought I was getting real OEM Samsung parts.

Other online sellers CLEARLY indicated through part number AND description that they were selling the generic brand and comments on those sites from buyers often indicated problems like leaks, which is why I wanted the OEM product.

I was dismayed when opening the box that they had sold me generic brand filters and at a much higher cost than available elsewhere. Now they will not respond to my email asking for a full refund. Their normal policy on refunds is to keep 15% plus the shipping.

In my opinion, this company intentionally misrepresents product to make one believe they are selling OEM. BEWARE! Order somewhere else that is straightforward and honest.

I ordered a package of AquaSense filters made by KitchenAid (a reputable company whose products are trusted) from FactoryOutletStore.com, but got the "compatible" filters by Spaceflex International LLC (whose trademark filing is CANCELLATION TERMINATED). KitchenAid's tubes have black text and purple design on white background, exactly as shown on Factory outlet store website, but the Spaceflex's tubes have white text on blue and green colour, and the tubes are smaller. Clearly, FactoryOutletStore.com uses the pictures of KitchenAid's filters to sell bad Spaceflex's filters.

When I phoned the customer service to ask about this, the representative simply hung up on me.

This company uses false publicity to sell bad products. Once they got your money, they cut you off so you have no way to talk to them.

I ordered a home phone from them and received it on the July 21st, 2015. I went online to their website to enter the information for a return. It says that once you enter your return info you can print out a return shipping label. The website would not allow me to do that so on July 22, 2015 I called the 800 number and requested the return label. I was returning the product because the charger they sent to me would not attach to the base so the phone could not be charged, therefore it would not work. I was told on 7/22/15 that I would receive the label in my email the following day. I did not receive the label but a return exchange form with no shipping info on it. I called FSO.com again on 7/24/15. I was told this time that it takes 48 hours for the label to be generated, and that if I did not want to wait for it they would give me a credit of $8.00 for the shipping. I informed them I wanted the label because it would cost more than $8 to ship. I contacted them again on 7/27/15 and 7/28/15. No label was ever sent to me and every time they told me that I had to wait 48 hrs for the label to be sent. I waited 5 days. I finally sent the item back, at my expense ($14), on 7/27/15. They received the item on 7/30/15, verified thru USPS not FOS.com. I have received no credit.http://panasonic.factoryoutletstore.com/Account/MyAccountOrderDetails.aspx?order_number=FOS5345307E

Purchased a set of walkie talkies in july. 2 of the 4 had problems and was told we had to ship the whole item back (our cost) to be reviewed and replaced or refunded.

I followed up in August, They said warehouse is still working on
followed up end of septemener (Now two months later) and was told that they have no receipt of the return. I then provided proof of delivery and then that informed me that they would put in an investigation that would take 24-48 hours.

I called back 4 day s later- they then told me that it takes 2-4 working days

I then called back a week later. Was forwarded to a managers' voicemail

called back., was transferred to another manager that is now "excalating the stituation" to the warehouse.
I toid him over two months is no longer acceptable and If he is unable to solve the problem I would like to speak to someone above him---
Then he informs me that we have a bad connection and he cannot hear me...

and hangs up!

I purchased a Rhino 2500 Roof Rack System. During the installation process, it appeared that one of the boxes that contained the crossbars was missing three rubber buffer strips (#M626). I called the Factory Outlet support number and after being on hold for 15-20 minutes (although being told at the outset that my call-answering wait time would be 1 minute) I was told by the service rep that there was no such part as it did not appear on his list of packing items accompanying the shipment. I pointed out that it was the first item on the inventory list on Page 3 of the instructions manual, and also made note of the fact that a second box (containing the second crossbar) included the three rubber buffer strips needed for the assembly of that component. After some delay, I was told that it was not possible to ship me just the buffer strips. Rather, I would have to return the entire shipment (comprised of four boxes of various components). Upon receipt of my return shipment, the Factory Outlet would then re-ship the order.In my past experience as both a sales and marketing executive of many years, such a remedy to a problem that was not of the customer's making would have been easily classified as "unresponsive"; if one of my own support people had given it, I would also have termed it "stupid" as the only result it could guarantee (which it did on my part) was a dissatisfied customer. That aside, the lack of support by the Factory Outlet's customer "support" continued: when I informed the rep that I no longer had the boxes in which the various components were shipped (they were inadvertently thrown out the morning I unpacked everything) I was told that the Factory Outlet could then not accept my return. "They must be shipped back in the original packaging." So we -- the "support" rep and I were at a standstill: him unwilling to budge, I having no option but to get over it. My only recourse, I was told, was to try to call Rhino directly to see if they could help. (This recommendation does raise the question as to the value-add provided by the Factory Outlet, but someone else who might actually care at this point can address that.) I asked if he had a contact number within the US as the instruction booklet listed but a single contact point which -- inconveniently -- was located in Australia. (I am in the US.) I was simply told that he had no contact information at all; that "maybe" I could find something on Google. (Again, the question of value-add raises its head...)I ended up tracking down a Rhino contact based in Colorado. Upon speaking to the service rep -- Angela (I did not catch her last name, but she is one of the most helpful customer service reps I have ever encountered) -- my problem was resolved in less than 90 seconds. I would add that that included the wait-time for my call to be answered, except for the fact that there was no wait time at all. On top of that, when I offered to pay for the three strips (I calculated that the cost of the three strips could not possibly exceed the value of the time I had wasted with the Factory Outlet support number, and so regardless of the cost of the rubber strips it would be a deal if ever there was one), Angela very kindly declined my offer and stated she would just ship them to me, no charge.This has been my first experience with Factory Outlet. It shall also be my last. There are too many other businesses out there willing to put substance behind their website's "customer support" shingle to waste time with an entity that has no concern about coming across as a take-the-money and-run outfit.Thanks for letting me rant. I feel much better. (But I still will not try the Factory Outlet again.)

This mystery company offered a Norelco 8800 for $199.95, a great price. Only problem is they have no such razor and tied up my money from June 10th until I cancelled the order on August 3rd. They repeatedly said it wasn't available anywhere, but they would get me one in two to three weeks. After cancelling the order I went and found it at Best Buy and Bed, Bath, and Beyond. They promised delivery in two to three weeks. Missed both fathers day and my fathers birthday. Very disappointed. The phone service is horrible. After being on hold for thirty minutes they automatically shuttle you to voice mail to leave a message. They still haven't called back. After three attempts and hours on hold a person came on who refused to give me his last name or the name of a manager. They won't even give you the company name. It's a scam and shame they are allowed to do business in this country. Avoid them at all cost.

I wish I had read all of these complaints on Complaintsboard.com before I made an online purchase from FactoryOutletStore.com I bought a supposedly factory rebuilt Polycom Soundpoint Pro Desk Phone. It arrived incomplete and non-functional. It even still had many little bits of food in the handset microphone. Before I ordered the phone I called to make sure that it was actually rebuilt by POLYCOM - and I was told by the phone agent that it was. I seriously doubt that now, since the "0" button didn't even work.
I did call and get a return authorization and I returned the phone (actually cleaner than when I received it) but they held back about 20% of my original charge. I've since appealed this to my credit card company, who has for now given me a full refund and they are taking the complaint to the vendor.
Frankly - I paid a PREMIUM to buy this phone from this vendor, because they represented it as FACTORY REBUILT. I would recommend NOT ever buying anything from this company. By the way - they never even sent an online confirmation or receipt for the purchase. I know that they have my email, because they did email a shipping acknowledgement. AVOID this online vendor! I would have been better off buying a used phone off ebay or amazon.com that was running about 1/3 the price.

I placed an order with this company on 5/5/13. My credit card was charged on 5/6/13. I expected my order delivered by the end of that week because the company isn't that far from me. They contacted me to verify my shipping address because they can't deliver to the PO Box where I get my mail, the item is much too large for the PO to handle, but since their order form doesn't provide two lines for the address, you can't provide the same address for both billing and shipping. This verification took several days and countless phone calls including many, many hours on hold, because they kept claiming that one thing or another was wrong. Finally they agreed to ship the product, on 5/9. It is now 5/21 and still nothing has been delivered. My credit card company even offered to pay for expedited shipping because the item is urgently needed for health reasons, but they refused to use an expedited shipping method, claiming it was not available. Well, the courier they used, Pilot, does in fact offer expedited shipping. Pilot supposedly picked up the item from the drop-shipper (Panasonic) on 5/11. I received tracking info on 5/14. The "estimated delivery date" given with this tracking number is 5/17. They are now telling me to expect delivery on 5/15. I'll believe it when I see it - if I live that long... And, judging by the other reviews here, if the product actually turns out to be new, as it was advertised to be, I'll be very surprised.

The "customer service" at FactoryOutletStore.com is the worst I've ever experienced. Their phone system often drops calls that have been holding, and their left hand doesn't know what their right hand is doing. I got shuffled from one "supervisor" to another and told a different story by each one. Promises made and broken is all I have so far for me $1, 200 investment.

I PURCHASED AN AMPLIFIED PHONE FOR MY ELDERLY MOTHER AND WAS SHIPPED AN OBVIOULSY USED AND DEFECTIVE ITEM. I REPLACED THE BATTERIES AT MY EXPENSE BUT THAT DIDN'T RESOLVE THE ISSUE SO I SENT THE PRODUCT BACK REQUESTING A FULL CREDIT. I ALSO HAD TO PAY TO SHIP IT BACK. INSTEAD OF RECEIVING A CREDIT, THEY SHIPPED A REPLACEMENT WHICH I DID NOT REQUEST AND NOW THEY WONT REFUND MY MONEY UNLESS I SHIP IT TO BACK THEM AGAIN AT MY EXPENSE. THIS COMPAMY IS A FRAUD AND SHOULD NOT BE ALLOWED TO DO BUSINESS .

Received and returned watch without opening the box due to mistaken multiple purchase. Of the $500.00 paid, FOS returned only $417.00 in refund claiming "restocking and shipping fees applied." Clever ruse. I'm fairly certain this was in the "small print" somewhere in the ordering process. My solution is to advertize their obvious scam to any of you who are uninitiated and who may be considering a purchase from them. I recommend taking your business elsewhere.

WORST customer service I have ever received! The item I bought (a underground fence collar for a dog) was sent with the wrong battery (a 9-volt instead of the correct battery which would cost ~$20), which could have been easily fixed. After calling customer service they told me that I would have to send the item back at my cost to have the same item with the correct battery sent to me. After 2 lengthy conversations with customer service (rude and not knowledgeable at all), I was told that I would get a $5 credit to my account to cover shipping. This never happened. Save yourself some time and money and order through a different site. Their customer service is ridiculous, and the prices are not that great. I will not be ordering from them again, even if I could save a few dollars by doing so.

I purchased a GPS from Factoryoutletstore.com, 34 34th Street, Brooklyn, NY, August, 2012. The merchandise arrived defective with loose parts rattling in the unit. I was given a run-around between Factoryoutlet and Magellan, including a 15% charge for return. I contacted my credit card company which reversed the charges and notified the vendor who had until 9-13-12 to settle the dispute. Vendor failed to do so. Instead, they turned it over to Transworld Systems, a collection agency. I responded in writing to the first of three collection notices on October 24, 2012. I explained to them the merchandise was defective on arrival. My credit card company informed me I had no obligation to return defective merchandise and that I could dispose of it after 9-13-12. I have not disposed of the item but refuse to ship it back. I informed them the merchandise was available to be picked up. They ignored my response to contest the debt and only continue to send harassing collection notices.

I made a mistake of using this site to order a Panasonic phone. I can not find out the status of my order or get someone in customer service that speaks english.

DO NOT USE THIS SITE - IT IS A RIP OFF. THEY ARE $#@&%.

The return cord enclosed was ordered from your web site. I ordered it by looking up the shaver model and ordering the corresponding cord. The part number appearing on your shipping envelope is WES8228K7658. This corresponds to the part number for this same razor ES8249 as it appears on Amazon. I have included the printout from Amazon but it is the same part number which appears on several other web sites.
No part number appears anywhere on what you sent -- I determined the part number from what appears on the outside of the mailing envelope. I have no way of knowing that what you sent is what I ordered
There is only one problem -- the part which you sent does not fit into the charger for ES8249. This means that either:
1. You sent me a replacement cord other than WES8228K7658; or
2. Panasonic is publishing the wrong replacement cord part number.
I suspect #2, but it does not really matter. What does matter is that I ordered a replacement cord for the charging station for Razor ES8249 and it is the wrong cord.
In exchange for this clear error, and for the privilege of buying the cord from the Factory Outlet Store, I get the joy of:
1. Spending the time to get this issue straightened out;
2. Paying return postal charges;
3. Paying a 15% restocking charge.
This is outrageous. You should adopt the Amazon model of returning the item shipped in error, no questions asked, full refund. This is your problem and not mine.

Ordered a Garmin Edge 500 Bundle with Heart Rate Monitor and Cadence. The heart rate monitor strap didn't work so I asked to return it for an exchange. I put a small x on the heart rate strap before I shipped it back (at my expense of course). They told me they exchanged it for a new one. I got it back today and it was the same one with the x that I sent back to them and it still didn't work. I called customer service, and I use that term loosely, and they told me to send the whole package back (at my expense) and they would send me a new one...like I believe that! I asked to return the whole thing for a refund and they told me that a 15% fee would be charged plus I have to pay return shipping. The 15% fee on $340.00 is a whopping $51.00 and the shipping is $10.00. I can buy a new heart rate monitor strap from a reputable business for less than $45.00...so that is what I did. I don't see how this company stays in business. I informed them that I was going to write a detailed review about the terrible service but that didn't seem to faze him. After reading all of the bad reviews about them I guess he figured one more wasn't going to make any difference. Stay away from this bunch.

Like other reviews their customer service is terrible to non-existent. Ordered a 4.3 GPS and clicked on accessories which brought up 6 or 8 other items. Ordered a dash mount and carrying case, assuming they were for this item, but both were for smaller units and unusable. When called and told them of their mistake the only recourse was to send it back and reorder, but no one knew what I was to reorder. Not only did they want me to pay shipping to return but a 15% restocking fee that was not even mentioned on their site say 30 days to return. Stay away from this vendor, they are very misleading and unprofessional.

I have purchase Panasonic rechargeable Batteries; The Batteries shown on the Web Site showed the Panasonic Logo; I have received Batteries that are generic with no Manufacturer Label! I called the Customer Service Department and they agreed to return the Merchandise; the received Email/Form, however, indicated a policy of 15% Processing fee and shipping Cost deduction; I called the Customer Service Department again to protested their Policy; the response was to transfer me to another Line; It was an Answering Machine stating "to call another time!." The referring CS representative stated that I have reached the Sales Department and they do not handle CS returns; this is the same Department which handled my first Complaint!.

I have decided to write a review on the Web site; of course, my review was not published; I have read one review that stated the following,
"Best Preferred
Written By: Hannah
Every time the battery of my KX-TG6433T cordless phone needs a replacement, I prefer to buy only the Panasonic HHR-4DPA NiMH AAA Battery."
The above comment clearly provide the impression that a Buyer is purchasing a Panasonic Brand Name and not a generic Made; I firmly believe this company is engaged in false advertisement and in your face fraud upon the Public; I hope Panasonic take legal Action against this Web Site. Providing the impression that a Consumer is getting a Brand Name while showing the Panasonic Logo and getting a generic merchandise is fraud.