Complaints

• Initial Complaint

  03/31/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  So I contacted the company to confirm they could fulfill the preorder sales prior to making my purchase. They did indeed say they could fulfill it with the date listed for delivery which stated the first week of April. Part of my order was in stock, which was known at the time of my purchase. A representative called to confirm they could ship it in two different shipments, and I said yes. Then asked once again if I was still on schedule to receive the other item on time, and it was confirmed once again. Now theyre saying something totally different, which youll see the attached email and then customer support conversation. Thanks for your help in regards to this complaint!

  Business response

  04/08/2022

  To Whom It May ********************************     First, we would like to thank the customer for shopping with the **********************. Second, we apologize if the customer shopping experience did not go as intended. FactoryOutletStore strives to provide the best service and products available. Upon reviewing the complaint, we launched an immediate review of the customer's order.  
  
        We want to thank the customer for their patience and apologize for any inconveniences caused. The order is on Backorder and we promised the customer that once the item is in stock we will ship it. The customer said he already bought it from elsewhere. For the inconvenience caused, we gave the customer free warranty on the second item he placed with us. We emailed the customer the receipt as a confirmation. 
  
       We thank the customer for shopping with ********************** and reaching out to ensure this does not happen again. If you have any additional questions, please feel free to reach out to ***************************************
  Thank you, 
  
  FactoryOutletStore **************** Department
  
  

  Customer response

  04/11/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  03/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The business has a return/exchange policy for mattresses clearly posted on their website. For the 30 and **0 day in-home trial periods, you can either return the mattress or exchange it. If you choose Option 1 - Return, it says you are refunded the full purchase price, less a $150 pickup/disposal fee. If you choose Option 2 - Exchange, it clearly says "All you will need to pay is the difference in price", there is no mention of a $150 Re-Delivery fee. It also says in a couple other locations, if you're exchanging the mattress for a higher priced one, you only pay the difference.But I've been trying to exchange my mattress for days. Called numerous times and argued with numerous people, Emailed numerous times with the same result, chatted numerous times with the same result. Each time they flat out tell me there is a $150 Re-Delivery fee, which clearly contradicts the policy posted on their website. I even had one of the representatives read it to me word for word and he still denied it!I have attached a PDF document with their return policy and highlighted the appropriate areas. They basically lie to your face over the phone and deny what their policy clearly says. It's the most insulting experience I've ever had with a business and basically fraud.I've also attached a chat transcript that shows their complete denial and what I've been dealing with.For reference, here is the *** to their Return/Exchange Policy and FAQ's: ******************************************************************************

  Business response

  04/08/2022

  To Whom It May ********************************     First, we would like to thank the customer for shopping with the **********************. Second, we apologize if the customer shopping experience did not go as intended. FactoryOutletStore strives to provide the best service and products available. Upon reviewing the complaint, we launched an immediate review of the customer's order.  
  
        We want to thank the customer for their patience and apologize for any inconveniences caused. We tried reaching the customer through call and emails but we are unable to connect with him. Looking forward to talk to the customer and resolve the issue.  
  
       We thank the customer for shopping with **********************. If you have any additional questions, please feel free to reach out to bedteam@factoryoutletstore.com.
  
  
  Thank you, 
  
  FactoryOutletStore ************************* Department

• Initial Complaint

  03/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The date I decided to make this purchase, I researched the site, its return policies, etc. I even called in to the ********************* to inquire of the ad I saw posted on the site BEFORE moving forward with the transaction. March 14, 2022, I called in to the Customer Support line and rep *** answered the call. We spent close to an hour on the phone making sure I would be receiving what I saw posted in the ad. After *** confirmed for me twice that I'd receive the items that were posted as: "INCLUDED in the Box", I decided to move forward with the purchase. After I received the item, I saw that I did NOT receive 2 of the 5 items I had been guaranteed to receive. I called back in and got a different rep who told me he could have me download the manual from the web. He emailed me a link, though I really expected to receive an actual physical manual! I also asked about the traffic receiver cable because I received the standard auto charging cable. He asked that I take photos of what I had received and email them in. He told me then that he was sure that the traffic receiver cable should have been in the box; it may have been a simple mistake. After doing as he asked I waited 3 more days for someone to followup with me. I called back in around the 18th and was on that call about 38mns. That rep kept telling me that she was having to check with the warehouse to see if they had anymore in stock. She asked that I allow someone to follow up with me the following Mon. Well Mon (TODAY) I called in and that rep ***** at first kept trying to tell me that because it was a refurbished item, the receiver had to be purchased separately. I again argued that the ad suggested differently. After going around and around I asked that FOS just refund me my money 100% ! I had been told one storyline after another depending on who answered the call! I am beyond frustrated. They advertised one thing and sold me something else! They tried to get me to buy a new cable or unit!

  Business response

  04/01/2022

  To Whom It May *********** ****************************** ************ *********** *************
  
  First, we would like to thank the customer for shopping with the **********************. Second, we apologize if the customer shopping experience did not go as intended. FactoryOutletStore strives to provide the best service and products available. Upon reviewing the complaint, we launched an immediate review of the customer's order.
  
  
  We want to thank the customer for their patience and apologize for any inconveniences caused. We promised the customer that we will ship the missing item and send the tracking details to her email. We emailed the customer the copy of the receipt.
  
  
  We thank the customer for shopping with ********************** and reaching out to ensure this does not happen again. If you have any additional questions, please feel free to reach out to ***************************************
  
  Thank you,
  
  
  FactoryOutletStore ***************************

*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. ↩