FactoryPure
reviews and complaints

FactoryPure is not a store or a warehouse. They're just a company that organizes orders to other companies. They don't ship anything or sell anything, they just accept your order and then place your order with the company that actually sells the item you are trying to buy. Thus adding processing time and hassles if there are any issues with your order.

Save yourself the hassle and order directly from the company that sells the product your looking for. Don't put an unnecessary middleman in between you and your product and it's warranty by ordering through FactoryPure.

This was easy from start to finish. I ordered a log splitter with some hesitancy (Im not inline shopping expert). I preferred to do so over the phone not having dealt with this company previously. They pointed me in the right direction and took my order within the same call. Shipping was quick. The freight company called me the day before and I was able to make arrangements. If only they were all like this, I would not have fear of online shopping! No more manually chopping on my end, very thankful. This was one of the smoothest transactions I have experienced online.

First project to clear low hanging limbs on my new property is done. The mower also works great. It handled our overgrown wet grass with little to no issues. . The bars are a little close to the rider for me being a large rider making reverse a little work. The cutter blowing more to the back would also be nice instead of at the side as I was constantly getting hit with grass cuttings when that side of the mower was facing the wind. Overall it is nice to have improved items, nothing wrong/bad with the unit. Very well done otherwise so far. It would be great to have some kind of gas gauge. FactoryPure delivered the item quickly and without damage.

Five years ago I bought this same Yardmax mower at a home improvement store. People are saying it’s hard to start, and after following the instructions I had a similar issue issue. What took care of it for me was pumping the primer bulb a few more times than the 3x the manual suggests. It starts on first pull every time now. Me and my neighbor have been using this mower for several years with no complaints. FactoryPure was the best price I found so when mine crapped out I purchased through them. Everything was A+ without complaints. Tracking was provided shortly after ordering and the item was at my door 3 days later. Had to make sure it came with a bearing, the first and cheaper replacement I bought used a bushing (bearings are easier to push!) and won’t work on this setup. It’s powerful, reliable and very simple/easy to push. I use premium gas and synthetic oil, and change it every summer. No reliability issues.

We bought a Westinghouse generator last month, and I have finally had time to open the box. Directions are clear and even I was able to put the wheels on and program the remote. There were no steps skipped in the directions, and they assumed that you knew nothing, which was perfect for me. The assembly was very simple and straightforward I ran it about 10 minutes and put it back in the garage. I hope I never need to use - it was purchased in case of hurricanes. Seller was fantastic. Phone and chat support were instant and top-notch. The shipping carrier was easy to work with. I'll be back when I need something else factorypure carries.

I had always been looking for a generator to protect my family from power-outages. After months of back and forth with what model to go with I called FactoryPure. I spoke with Seth (from Texas) who walked me through my choices, but also providing pros/cons to each. Ultimately I found a Generac unit with portability and MASSIVE power. Family and I recently were involved in some power-outages as a result of storms hitting West Little Rock. Luckily I had purchased the generator prior to the storms, and the shipping only took 3 days! We were comfortable during and after the storms. Quality experience all around.

I've ordered a filter replacement over a month ago. they gave me all kind of excuses and every time i spoke with them (at least a half of dozen times) they promised to notify me either by phone or by email. ZERO is the number of communication i got from them. I have been fighting for 2 weeks to get the order canceled and they refuse to do so. They're telling me it's UPS or the supplier, etc. I did not place my order with any of those companies. These guys are just plain AWFUL.

DR Power GP3500iO It started on the second tug. I ran it for 3 hours and during that time I connected my refrigerator and a fan to it. Both ran just fine. I bought the inverter generator to run the refrigerator, a box fan, the TV and wi-fi during a power outage. I can also run my 1200 watt microwave but I will use it after disconnecting the refrigerator. They might work at the same time but I am watching the amperage as well as the wattage to ensure no overload.

i wish i would of read all these negative reviews before ordering this is the worst experience i had with a company this is my 1st review ever on anything. people do not order from here i promise you if anything goes wrong with your order they will not take care of you this place should be shut down.i simple wanna return a generator cord and they are giving me the run around i can only imagine if its something big ..please order from else where . they are not customer friendly

Ordered a $5,000 generator from FactoryPure but they used a cheap shipper so it arrived with severe shipping damage to the rear panel, which isn't easily replaced (other panels were damaged too). Notified FactoryPure immediately and they gave only excuses for two months but neither picked up the generator nor provided a refund. Finally disputed the credit card charge. FactoryPure's phone support hasn't been helpful but they answer their phone, which is why this isn't one-star.

Very disappointed with my customer experience. Ordered my Duramax XP13000EH, got a Duramax XP13000E instead in an effort to resolve the issue contacted Factory Pure. Cameron the customer rep stated that I ordered the wrong one but would work to resolve the issue. He contacted me through email and stated through email that for 300.00 additional dollars I would get the generator I wanted, a day later that turned to 400 dollars. I am now stuck with a gasoline generator that I know I did not order.

They say fast shipping, same day or next day but that's a lie. We ordered on the 15th it shipped 5 days later, the shipping said it would be here on the 28th, but that was also lie. Now it is scheduled to be delivered for the 4th of next month. If we want to cancel there are fees, if we want to change anything to help it get here faster, there are more fees. Would never recommend this *** haven't even got our purchase yet to say what the quality of their products are but so far there is nothing positive to be said about this company.

My experience with Factory Pure was fantastic. I contacted them concerning their poor ratings with the ComplaintsBoard.com. I soon after received a phone call to discuss the matter and the specifics of my possible order. After a lengthy phone conversation, I placed an order with them. I was told it could take a full week to receive my purchase but he said he would immediately call the warehouse to get my order in. I received it within 3 working days, well before I was leaving on my trip. I would not be afraid to recommend Factory Pure to anyone based on my experience.

I purchased two *** generators with *** help. He had enough knowledge respectively on what I needed to run at my household after a lengthy conversation. I do need to tell folks you have to have to do your homework on these generators and plan before buying. I also purchased two 50 amp cords and two 50 amp power inlet boxes from ***. He was also knowledgeable. I have since installed one of the plugs and started the generator crossed my fingers and smiled it worked. Hot wives love cool air conditioning! Thank you *** & *** for your patience and having knowledge of the products I needed.

GREAT Bought 2 100W Mono panels. They arrived quicker that published. Well packaged, very tough and secure. Plugged them in to my MPPT and they took right off. Early in morning ( 7:30), panels gave out 160W to start and went to 166W by 8:00am. Besides the product working great, it was very easy to get my questions answered by tech. dept. Back and forth e-mails were fast and to the point. I am still waiting for the competition to return my question about their panel. Too late, I have WindyNations now. Purchase some Y connectors and a Fuse Holder for the panels and they too came fast and work great.

ABOUT FACTORY PURE COMPANY ( BUYER BEWARE ) OF THIS COMPANY THEY SOLD ME A UNUSEABLE PRODUCT ( A GERERATOR) THAT IS UNUSEABLE AT MY HOME BECAUSE IT REQUIRES A LARGER NATURAL GAS LINE THEN MOST HOMES HAVE AND THAT I HAVE AND I DID NOT FIND OUT ABOUT IT TILL AFTER THE ORDER WAS PLACED AND I HAVE ( NEVER SEEN IT) TO THIS DAY, AND KEPT OVER $500.00 OF MY MONEY AS SO CALLED RESTOCKING FEE'S AND SHIPPING FEE'S IT MUST BE HOW THEY MAKE THERE MONEY. THERE ARE LOTS OF OTHER GOOD COMPANYS OUT THERE TO ORDER FROM BUT NOT THIS COMPANY. (BUYER BEWARE I AM A 100% SERVICE CONNECTED DISABLED VIETNAM VETERAN 80 YEARS OF AGE THAT THEY TOOK ADVANTAGE OF)

Factory pure sent me a scooter that had been dropped. There is a big hole in the box and the scooter is broken and doesn't work. Factory Pure has refused to send me a replacement scooter, even telling me to send a picture of the broken part so I can fix it. This scooter has been dropped and could be broken 100 different ways. The purchase was made on April 14, 2022. As of June 21, 2022, I have not received a shipping label for the return of this broken machine. I made the purchase thru Zip, and Zip has continued to try to get my credit card to pay for this machine until a permanent block was placed against them by my credit card. Don't do business with this company.

My sister purchased an EV mini rider mobility scooter from Factory Pure. She purchased an additional 2 year warranty over the factory warranty. When we found the product unacceptable the company refused to honor the repair or replace clause in the warranty. Instead, they referred us to *** in Florida, where FP got the scooter. The gentleman we corresponded with in Florida was Robert S. He had me try several tests to see if we could pinpoint anything. After each test, either Robert or Adrian (FP) had an excuse to cover their product's defect. Meanwhile, miles are being put on the scooter. Now, if we want to return the scooter we have to pay shipping (both ways) and they'll inspect the product and subtract the usage from the purchase price which means my sister will only receive about 10-15% of the purchase price ($1000+). My sister was hoping to make my life easier with this purchase. Instead, all we have gotten is more stress in our daily life. Gaby K., consumer

This company is a joke. I ordered a $1100 generator only to take it out of the box and find out it doesn't work. I reached out to factory pure explaining my issue and they explained their return policy. Rightfully so I was angry to be stuck with a generator that didn't work 2 days prior to a vacation I had planned on taking with my 3 little boys in an area with no electricity. The customer service rep. I was connected with told me he didn't care for my response to his email and childishly told me he was no longer interested in helping me. Multiple times capilizing words, trying to reiterate things he had said as if I wasn't capable of understanding. I have worked years in customer service, I have been called every name under the sun during those periods (which I never did to this individual) and I have never responded in such a matter. It is true that customer service is dead especially when dealing with this company. Oh and did I mention this individual is a manager in customer service and told me this could complaint could not be escalated any further. Buy a product in store and save yourself the headache of dealing with companies like this, who are unwilling to assist when they sell you a product that doesn't work.

I ordered the portable generator on June 29th. It arrived on July 14th. The free shipping included lift gate service, so the generator crate was delivered directly to my garage. The instructions for assembly were clear. Assembly consisted of attaching the wheels, the handle, and installing the battery. I was surprised to find that the engine already had oil, and two additional quarts of oil were provided. I charged the battery overnight, before attempting to start the engine next day. The electronic ignition started the engine on the first try. A voltmeter check of the outlets verified that the generator was producing voltage and I verified that the generator would power my table saw and other equipment. The hour meter indicated that that the refurbished unit had already been run 38.7 hours, but the unit looks to be in nearly new condition. However, the fuel gauge see through plastic is a little scuffed up. But it still works. Overall, I am so far pleased with the purchase. The unit came with warranty information, but no warranty card to register with Generac. So I tried registering on line. But the serial number was not recognized. I eventually emailed FactoyPure regarding the issue. They contacted Generac to correct the issue. So I would recommend FactoyPure as a reliable source.

Please see attached doc for details..

Factory pure withdrew $1135.54 from my account, for a generator I never received. I was in limbo for 9 weeks, and now when I call to resolve my issue, I can only get an answering service not the actual company to speak with.

In March I purchased a new 22kw Generator from FactoryPure. I was told this was a brand new unit. What I received was a 3 year old unit, old inventory, and was never told. I contacted PayPal, how I paid for the generator, they reviewed the case and Factory Pure will refund my purchase but will not pay for the cost of shipping to return it.. The seller should be responsible for the cost of return shipping since they were deceptive in selling me this old unit instead of a new 0ne which I thought I was purchasing. FactoryPure new exactly what they were doing and basically lied to me...

I purchased a generator from this company back in December. Prior to to receiving it I canceled my order. I put the order on my PayPal credit. I canceled it on December 21. I was told I will be charged restocking fee plus shipping. My order was just under $800. My issue is that I have yet to be refunded for the purchase. I have have called numerous times asking about my refund. I keep getting the same excuse that the factory hasn't issued it yet. I have had to make a payment on my PayPal account for something I don't have. I have become very frustrated. My reason for canceling was because I ran into some financial difficulties. But I am dealing with the same difficulties had I purchased it. All I get from Factory Pure is a total run around. All I am asking is to give me my refund. Hopefully ComplaintsBoard.com can get better results than I have been. It should in no way take over a month to refund me.

I purchased a generator from FactoryPure early last year. I even purchased the 5 yr extended warranty from them to ensure that my investment would be protected. When the unit arrived it fired right up without an issue, great! On our first camping trip it died within the first 15 minutes of use. I contacted FactoryPure and they had me reach out to the manufacturer. I did and they sent me to their repair center in my local, when I arrived there I found out it had been shut down for over 1 year, that should have been a red flag. I then went and found my own generator repair man and paid out of my own pocket. I contacted FactoryPure and asked for them to help get my genny repaired. They told me I had to contact the warranty company. What? The unit is covered by a three year manufacturer warranty. Why deal with someone else when you should be handling it. I eventually got a part I had been asking for, for 8 months, still didn't fix it, UNBELIEVABLE!

Factory Pure will not post my review even though I am a verified purchaser. I even received an email link to write a review. I wrote a negative review based off the product itself, when i submitted it, it did not appear on the "Reviews" section of product. Its been 5-6 weeks and my review is still not on there. I've tried to review multiple times, and they will not post it up because it is a negative review. The product i purchased was a Halo Carbon e-board. I read the great reviews on it so i purchased it. Now im starting to think this website hides or doesnt allow negative reviews. If I had access to honest reviews, i would've never purchased this product. I later received an email from a *** of Factory pure asking me if i had any questions or concerns, and how i was enjoying my product, urging me to contact him if i needed anything. I gave him this very same complaint, and what do you know, he did'nt send a response. This company hides negative reviews in order to boost sales.

Order a generator on 8/5 and was told by CS rep that delivery would occur in 2-4 day. I immediately didn't trust that information and found on their website that they would ship in 2-4 day. Big difference. Called and spoke to another CS rep to cancel order (this occurred on Monday, 8/10 @ 9:56 am EST). This rep said he took care of it but could provide no confirmation. The next day a 3rd party contacted me to schedule delivery. I informed this person that I had cancelled the order. On 8/12 I was charged for the generator and received a tracking number. I (again) called Factory Pure (8/13 at 3:34 pm EST) to express my concern and was told I would have to wait to refuse the delivery before I would receive my refund. When I told the rep I would like to escalate this issue she stated "I'll let *** know but I'm telling you he will never call you back." I asked her to clarify and she stated she often escalates issues to *** but he never replies to the customer. I inquired as to who ***'s boss is and she stated "*** but that's ***'s best friend." As of 8/17 I have received no refund nor have I received a product (I do not want the product).

I purchased a power washer thru factory pure on 7/10 I was fully aware that this was a refurbished model But, it came with all the attachments such as the wand, nozzles, hose, oil, and spray gun. I received the united yesterday on 7/20 and once I unboxed the unit I notice that the nozzles were missing there was no oil and the unit looked like the employees united it for months and then decided to sell it there was also no hardware to attach the handle. I contacted factory pure immediate upon me finding the items missing their response was to send an email to Simpson the manufacture. I proceeded to ask them for a phone number so I can call and see if I can get these items shipped out immediately. I called the manufacture in our discussion the representative told me the items were NOT in stock and they will be back in stock in 3 to 4 weeks then they would be shipped out. I reached back out to factory pure spoke with *** told him the situation told them I could not wait for 3 to 4 weeks since I use the product for my business I offered to go purchase the parts with an adjustment to my account $55 to offset the cost for the nozzles, oil, and the hardware which is reasonable but, the countered with $25 not acceptable..

I purchased a generator from factory pure on the 8/25. The first one they sent was damaged when the delivery company drops it off. So I stops the driver we both take pics. It takes two weeks for them to return to pick up the damaged product. And another week to ship the replacement so about a mouth had went by. I received the replacement, unbox the new one followed all directions to starting up the new generator gave it a test run. So I have a function that I need to use the generator for that day . Get to the job and it wouldn't start anymore. So I lost that contract. Reach out to factory pure and *** is the rep his number is *** that I've felt with and he has gave me the run around the entire time. I also paid for and extended warranty thru factory pure. So he goes on to tell me it's not there fault that it's Lifan product so I'll have to deal with them. And gives me a number to talk with *** which is a rep for Lifan the generator. Her number is ***.ext *. She tells me that it's out of there control because the generator has been used, she couldn't not issue a refund for her product. I explained that the generator has a run time digital timer and it would prove that the generator hasn't ran for more than 15 minutes and it's not starting are anything. And would that not be considered as a manafactory defect. So in long story short I still have a generator that's not working and neither party is taking responsibility. And I don't know what to do I'm out of 1800 dollars. Lost a job.

I purchased a Generac generator that was suppose to be delivered on Thursday, but for whatever reason it was not delivered, nor was I called by the delivering company to explain why. I reached out on Friday, and I was told it was on the back dock and they didn't know why it wasn't delivered. I explain to them that my sister and brother was elderly and I needed it ASAP. They said Monday so I told them I was going to call FactoryPure because they said it would be shipped out the same day and I should get it in a couple of days. When I spoke to the Manager ***, he was very rude so I ask for a refund sense I didn't get the product. He told me I would be charged a shipping fee. I ask why would I be charged a fee, when I didn't get it? I told him I wouldn't agree with that so I hung the phone up. I call back today Monday Jan 18, and I was told he put a stop order on my generator and he will email me. I spoke to the sale lady which I dealt with when I bought the generator. *** is her name and she is very nice, but at this point I would have to wait for *** to email me, which I reached out to on Friday evening to confirm my delivery for today, but I didn't here from him. *** is refusing my calls, and he has me and my money($5736.00) on hold. I was told the owners ( *** and *** would not concern themselves with the matter at hand. I believe as owners they should be concern with how Mr. treat there customers. My brother in law is 89yrs old and has to use oxygen so it imperative that I get a new generator with no problems

On April 27 there was an order placed through FactoryPure. We did our research and found out the company was owned by two brothers and it appeared they had a legitimate business. So we proceeded with our order. Submitted the order for the ***. First we received the incorrect pool, the ***. We emailed them, they sent out the correct one as soon as they could and sent us a pre-paid shipping label to ship back the incorrect one, which we did. The company shipped out the correct pool and it was received by us on May 11. Because of our cool spring, the pool wasn't opened until June 16. We have purchased several of the *** water park products throughout our years of having children, so we knew when we started the water park up that something was wrong, as it wasn't inflating correctly. Low and behold there is a pretty sizeable hole in the seam of the pool that had been patched (or attempted to be). We promptly contacted the company, FactoryPure (as they were the company we had bought the product from). They told us they would contact *** and wanted to know if we wanted a refund or another unit to replace the defective unit. We advised that we would love to have a replacement. After FactoryPure stated they contacted ***, we were told *** said they wouldn't honor replacing it because we had the product over 30 days (we received it 35 days prior to reporting it, but didn't open it until June 16th. We replied back that we purchased a NEW item and not a refurbished item. *** with FactoryPure states that the company was firm with this decision. So we contact the ComplaintsBoard.com because *** is stating they won't assist with this. But we received info back from the ComplaintsBoard.com that *** was never even contacted by FactoryPure about the issue! My wife has tried contacting *** at FactoryPure a few times and a phone call is never returned. So we are filing a complaint about FactoryPure and for their negligence. We kindly request the company to at this point refund our money and we will go to another company for this product so we can wash our hands clean of dealing with this company. We have evidence of said communication back and forth and are ready to provide said information if needed. Thank you for any and all assistance you can provide.

I Ordered Firman 9000/7500 generator on 4 Dec 2020 based on a ship in 2 business days and free delivery to business. A representative reached out to verify my intent of the business address delivery in which i replied yes to the business address. I did not understand at the time, that I had to have equipment at my business in order to receive it, as their verbiage of the business delivery was NOT quite understood b/c it said that I could back my truck to the rear of the 18 wheeler and 2-3 persons could make the transfer. On 7 December , I end up speaking with *** (Partner) and I reiterated the option of 2-3 person truck to truck transfer, he stated that I would half to pay an additional $30 for a trucklift and I did not understand why, stating I purchased the equipment for 2-3 delivery and now its the 7th, *** tells me that FactoryPure does NOT garentee 2-3 day shipping, that was the factory responsibility, I end up paying for the $30 trucklift, since I was dire need of equipment for business. I recieved the genorator on 11 DEC 2020 (again the 2-3 day delivery NOT upheld! I used the generator 11 and 12 December , 0n 13 DEC 2020, I was adding fuel and noticed that the fuel was leaking out as fast as I was adding it, I went to gather something to catch the fuel, I took a video and I sent an email to *** to inform him of the defect in which he quickily replied with the number of *** presumably he was service center owner. ***, told me to check the black piece by unscrewing to bolts and ensuring that the gasket as still in place, but before i did that, I saw the crack on the carburator and sent him the pic, he told ME to keep me going since I was OPEN, to get some JWELD to stop the leak. I called the next day and told him that did not work, I told him of the ONLY one local (10-20 mile) center here in Clarksville. *** set it up and I took the genorator there on 14 DEC 2020, apparentily the entire carbuator needed to be replaced! I picked up the generator on or about 21 DEC 2020 , this time the generator was idling so high and vibrating unlike when I had it and the generator shuts offs. I called *** back at let him know, yes I recorded it! *** tells me to use a screwdriver and tighten a screw on the carburetor to no avail and *** tells me to take it back, he said the center could do this "minor" adjustment. I did so! I picked up the generator AGAIN, on 20 DEC 2020! Generator is STILL not working I took it back to *** POC on 23 DEC 2020 ***, picked up the generator on or about 27 DEC 2020 same thing throttling high, well past 75 decibel and I made the last call to *** stating that Im returning the generator, he told me to get in touch with *** to let him know that I spoke with *** about this decision! I got an email from *** asking for feedback on the generator. I sent several emails as to reply and give information. I sent another email 4 JAN 2021, requesting a reply for information. Mr ***, first response was asking if the generator was working and asking more informaition. 5 JAN 2021, *** was talking with company alledgely and asked for the *** info to clarification. 6 JAN 2021 *** asked if I would accept a new generation, I initially agreed with them acknowledging, I wanted A NEW Working genterator same brand 9000 watt or higher, he replies that i would have to pay the difference of a new generator! I declined the offer and now *** says that I have to pay shipping both ways, and that customers dont understand how returns are expensive and IF the generator is checked out that the defect is "minor" after they will deduct from my refund! So i recieved a broken generator for business Excessive Fuel Leak, and two returns to service center for high throttle, shaking, noise above the 72 Decibel and I the customer that has NOT opened my business, lost two catering events, and loss of income will NOT be made whole of a full refund. Unacceptable. I have vidoes, phone transcripts, and emails to support a company that is NOT in good faith.