Complaints

• Initial Complaint

  12/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  12/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  11/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  12/03/2024

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

• Initial Complaint

  11/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  11/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  10/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

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

• Initial Complaint

  10/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On September 30, 2024, my wife (********* *******) and I ordered a Generator from FactoryPure. On Oct. 2, she received an email saying it was shipped, along with a tracking number. Over the next several days, we attempted to get information regarding the status of the shipment. It always said it could not find the number.The shipper was AAA Copper Trans. I contacted them on several occasions. They had no idea what I was talking about. Even could not find the shipment using the address.On Oct. 7, my wife contacted Factory Pure. She was told it takes a couple days sometimes, and the information should be available within the next day. It was not.On Oct. 9, I contacted AAA ****** again. They still cannot find anything. I contacted Factory Pure. I was given some story about how the shipment goes through another shipper where it can't be tracked. Then AAA ****** will get it and deliver it. Now, I have no way of knowing if I even have a shipment on the way. A shipment already paid for!

  

  Business response

  10/28/2024

  We advertise these generators as being manufacturer direct. When this was ordered at the height of hurricane ******, the manufacturer (Generac) was dealing with a very high volume of orders; and still is as ****** followed shortly after. The reason I mention this (and also explained to the customer numerous times) is because when instances like this happen, Generac fills up hundreds of trailers of product and distribute them through break freight terminals near our customers for quick distribution. During a hectic time like that, delays are bound to happen regardless of how they're shipped as these local terminals become overwhelmed especially when encountering power outages, road closures, flooding etc. which also delays the information from showing up online or in their system in general. 

   

  This unit shows delivered to our customer 10/17 according to *** ******** own site. 

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/31/24 I ordered a generator, generator cover & an extended warranty from Factory Pure Company. I received the generator cover almost immediately. To date, (9/16/24) I have not received the generator. I have had multiple "chats" with representatives on their website and telephone conversations with their representatives. Two weeks ago, I was told that the manufacturer stated that I would have delivery the week of 9/9/24 but as late as today I am being told that they will have to reach back out the manufacturer. I either want my generator delivered or the entire amount of $720.36 credited back to my card as I have no use for the cover that was shipped without the generator.

  

  Business response

  09/20/2024

  This was an unfortunate incident where the manufacturer themselves were dealing with delays in shipping. While we completely understand the frustration, it was at no fault of FactoryPure's and this has since been resolved with a refund on the generator and a refund in process for the cover as it's currently in transit back to us. 

• Initial Complaint

  08/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered an open box scooter from factory pure.Upon receipt it is too short for my legs and oxygen concentrator.I am a 76 year old disabled woman.When I called the company regarding return ****,customer service,told me there was a no return policy.This was never mentioned to me when I placed the order or I would never have made the purchase as I am on extremely limited income social security.I spoke with **** on 8/5 he was looking into resolving the problem,when I called 8/7 he told me he was decision maker,sell it,no return policy.This is fraud,especially to a senior citizen.

  

  Business response

  08/07/2024

  Our Shipping and Return Policy clearly states that we don't allow returns on mobility products or medical devices in general. This policy is available for viewing on our site prior to making any purchase. Furthermore, even if the manufacturer would have made an exception to return, there would be restocking and shipping fees deducted from the refund as the scooter was used. ****** also called in claiming that she needs to speak to the owner of FactoryPure about a personal matter in an attempt to get different answers from different people regarding her request. 

   

  No fraud was made nor attempted by FactoryPure as we simply sold an item to a customer who didn't do the proper amount of research prior to purchase. 

  Customer response

  08/07/2024

  Complaint: 22105857
  
  I am rejecting this response because:The information re warranty and returns was sent as an email after purchase with purchase number.At no time while discussing purchasing this scooter was the fact that it was not returnable ever verbalized to me.Cant imagine what restocking fee could be,open box,place on wear house shelf.Yes I did make a phone call to the *** to inform him if he wasnt aware of this companys practice of elder fraud.This company knowingly charges outrageous shipping and restocking fees to prevent returns.Guilty by omission of verbal information on their policies.

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

• Initial Complaint

  07/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order on line on July 1, 2024. Received confirmation that order had shipped. When checking ***** tracking number for a few days I realized it was sitting in *****************, ** with no further info available. ***** #************. Stated Current location: Unknown I called Factory Pure on 7/8 to inquire and was told they would check into it and call me the next day. No one called. Tracking status did not change.I called Factory Pure again on 7/10 and was told they would call me back the same day and ship me a new one. As of today 7/13/24 no one has called me back. Following was my order:Vevor camping gazxebo tent 12 x 12 6 sided pop up canopy screen for 8 people with storage bag new. $188.99 PLUS a 2-year warranty in the amount of $27.00. Total paid and requesting refund of $233.27

  

  Business response

  07/31/2024

  This was an item that was lost in transit and that had shipped directly from ***** and not us at FactoryPure. When dealing with items lost or delayed in transit, we count on the shipper and their logistics team to provide updates which were delayed. This has been refunded in full as of 7/23. 

*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. ↩