"Do not do business with this company! I was also told a dyson was in stock and I would receive it within 15 business days. On the 1oth day I was informed dyson cancelled thier last order due to a shortage but they would be getting them in june. Said they had not been given a date by dyson. I finally called Dyson myself and was told they were out and would be shipping on 6/22/09 and the company was aware of this. Now this shouldn't have mattered since I was ASSURED the item was in stock in FD's warehouse. I then demanded an immediate credit and let them know I had researched the horrible reviews and the BBB review of them and did not want any problems. I was sent an email that day with a "transaction number" as proof it had been processed yet it did not show in my account.After 4 days of emailing and calling them I finally had my bank call them. The next day my credit was there. I feel fortunate I rec'd it at all after what I read here. I submitted a complaint with the BBB of New Jersey and am contacting Dyson also. I suggest anyone else who has been mislead (read scammed) by them do the same."
"I ordered my dc25 animal ball from factory direct superstore on May 12th via online ordering. I was told it would take 14 to 16 business days delivery after a few days processing time. After sufficient time, I e-mailed to inquire on the status of my order. I received no communication, so I called. I was told they would "look into it" and contact me in 2 to 3 days. Surprisingly, they couldn't even give me a tracking number. After not being contacted I called again and was told I would receive it on Thursday June 4th. When this didn't happen, I called again. Again, I was told they would "look into it" and contact me back. I called back on June 9th and could still not even get a tracking number. I was told I would receive my vacuum the 24th or after. I insisted they make this right and ship it overnight. They refused to accomodate my request. I was then told I would be "allowed" to cancel my order if I'd like. I did so happily! I called bestvacuum.com and was told my unit would be shipped that day and I would receive it in no less than 3 business days. I hope they don't disappoint, but I was amazed at the difference in customer care. I am telling everyone I know to NEVER order ANYTHING from factorydirectsuperstore.com! I have never had such a dissatisfying experience in my life as I did dealing with them!"
"I am sick to my stomach. I didn't find this site until it was too late. I placed my order May 16, 2009 and have not yet received the Dyson I have been drooling after for the last 5 years. Like many others, I've started my first round of emails to them this week and have had no reply, not even an autoresponse. I'm still hoping every day (like a kid waiting for Christmas) that my order will arrive before I give up and start the process of contacting my credit card company. I really just want my vacuum and since they've had MY money for a month now, it's really not too much to ask. Thank you all for your input. At least I know what I'm up against. I wish I were a website guru or something and could hack into their website and put a permanent "DON'T DO IT" in bright red letters across their home page to save others from this experience. The 2 or 3 entries stating they DID actually get their vacuum gave me a glimmer of hope but for all I know the company wrote those reviews. I will copy and paste this web address into my next email to them just in case they aren't aware (as if) of the crappy reputation they built. Thanks again. "
"Factory Direct is a total amisrepresentation of how internet vendors should operate. The reason they DO NOT provide tracking numbers is, most of the time, the product is not in stock. To obtain an "F" rating on the BBB website actually takes a concerted effort.
TO Ptoddy - you were spot on with your review -I should know.
- bernie
"
"Like everyone here I got sucked into this bad deal. Some points to remember;
When you contact your CC company to contest the charge make sure you inform them of the following;
You did not know prior to the charge taking place that there would be no refund recourse,no order cancellation, that the shipping time is 16 business days, that there will be no tracking number provided and that you will be unable to effectively contact the company via email or phone to get any customer service.
Refer them to this site as proof of your contesting the charge. Inform them that the company states it will charge you a restock fee if you contest the charge and refuse the item upon arrival.
As for charging a restock fee; after you have contested a charge for non delivery, factorydirect is not allowed to add ANY fees to your CC until the disputed charge is settled.
Since failure to deliver with in a reasonable amount of time after stated delivery date is the most common contested charge with CC companies, and one they back you on, you will simply need to contest the restock fee to have it removed.
The end result being you get all your money back and can buy the item with a reputable company and Factorydirect is left with the cost of getting it’s product returned to them and back on the shelf.
The short version: Tell your CC Company everything that happened and refer them to this site. Your CC Company will do the rest.
Alice"
"Ordered on April 5th, 2009. Waited the 14 days without product delivery. Called and e-mailed 5 times requesting item or I would cancel. Customer service stated item is on back order and would arrive shortly. I waited an additional 14 days with still no product and called again. Customer Service Manager stated as per web site YOU CANNOT CANCEL ANY ORDER, not even if they fail to send. They said even if you attempt charge back they will still ship whenever it comes in no matter how long it takes. Now get this you also cannot refuse shipment from UPS or they will charge a re-stocking fee. Now i waited over a month with no product, Customer service stated they did not have product on property and were awaiting a shipment, I e-mailed and called to cancel order prior to shipping or even them having it in stock and they will not cancel. They state they will charge a re-stock fee is you do not allow shipment. Now if you cancel prior to shipping and prior to them even having on their property what exactly are they re-stocking. I was able to initiate the process to refund my money with my charge card however I am sure they will still try to get a re-stocking fee. Very Very bad customer service and be smart and never do business with this company. "
"Do not do business with these people. They are totally unresponsive to even the easiest questions like where is my order and why did it not arrive as stated. After your order does not arrive and you send them an e-mail to find out why, all they do is reiterate the delivery policy and thank you very much. The problem is if the order is already late the reiteration of their policy is of course totally useless.
They do not provide tracking and you are left totally blind.
Stating that these people are unresponsive is being kind. They are worse than useless."
"Stay away from this company!!! They have an "F" rating from the BBB, which is VERY hard to accomplish. And to the employees of this company who wrote "reviews" posing as consumers (aka "Copeland53", "BigDon", and "aintitaniceday"), you should be ashamed for taking the big payoff. I repeat, stay away from this company! Scam artists!"
"Prices: Good
Promptness: Absolutely HORRIBLE
Dyson DC25 with CCK and mini turbine
Against my better judgement and the load of negative feedback. . .
This etailer is the absolute worst place I have ever done business with. (retail or etail) They outright lied to me from minute one. I scoured the internet for prices and found this to be the best for what I needed / wanted. I emailed them to confirm that my product was available for IMMEDIATE shipment. They asked for my phone info and called back. Sales person confirmed my product was available now. I then placed order online and got immediate confirmation of transaction. I waited the prescribed 10-14 days and then repeatedly tried to contact the customer service - NO ONE ANSWERED - Big surprised there. I finally gave in and left a message. I actually got a callback about 3 days later. The rep asked me what the issue was and after explaining it in detail he told me a shipment was damaged and they had to wait for another shipment. "They tried to contact me", he said. BS - All the transaction info was on the confirmation emails, phone, email, address, etc. Long story short - They shipped the product the day I started complaining about my order. I had actually started the credit card disputed charge - just in case.
DO NOT do business with this outfit. You will be disappointed with the whole process. They just sell and have no interest in your satisfaction or repeat business.
After thinking about the whole process, I can only spectulate they take orders until they reach a certain amount and then get discounts directly from the manufacturer. Hence the long delays, lack of tracking numbers, etc. This company lies to make sales and all should avoid them like the PLAGUE."
"Ordered a Dyson vacuum cleaner with a free accessory package on 3 Jan. Confirmation e-mail said order would arrive within 10-14 business days. Vacuum arrived on 23 Jan (15th business day) and was well worth the price. Problems arose, however, when I attempted to get the shipping status of the accessory package. When I called the 1-***-***-**** number, I was told that the accesory package had been shipped separately. I was also told that "company policy" prohibited release of the UPS tracking number to the customer and if I wanted to speak with customer service I would have to call the "real" customer service center at 1-***-***-****. I called the real customer service center several times. Each time I called I was instructed via a recording to leave my name and number and a customer service rep would "return my call in the order it was received." I have yet to receive a callback as of 4 Feb. On 3 Feb, I went to the www.ups.com website and located the missing accessory package tracking number. When I called the 1-***-***-**** number again and gave them the tracking number, the rep seemed quite irate that I was in possession of this apparently highly classified information. I told him that I wouldn't be coming back for any additional business. I highly recommend you avoid this site like the plague. They are awful."
"Very sharp practices in allowing returns waited to contact me for information when it would have been too late to return the item. They are not customer focused"
"I almost didn't order from this site due to the bad ratings, but decided to anyway since I was using a credit card and had recourse if the order didn't arrive. I saved at least $80 over the cheapest internet price. The order arrived on time and I am pleased with the purchase."
"Do not order from this company. Ordered a Dyson vacuum on 0ct.11th, emailed co. 14 days later saying not rec'vd, they sent me a UPS tracking # showing delivery date Nov,4th, no vacuum on 4th UPS deleted delivery date said vaccum was in transit. Called twice-got snooty response from operator and no email from customer service. Nov 10th had my credit card co. reverse pymt made to Factory Direct! Bet I get a response now! They have 30days to respond to complaint."
"BEWARE- I ordered a dyson vacuum cleaner 9/25/08, today is 10/10/08, so I'm still in the 14 day waiting period. When I call to get the status of the shipping they say it's been shipped on 9/27/08 via UPS but they have a special arrangement with UPS and don't use tracking numbers. -B S- Bernie in customer service is like a politician, he lies. UPS can't operate without tracking numbers. BEWARE"
"I saved ~$100 from this online store, paid $387 for Dyson DC21 compare to $499 retail price. I got my vacuum 10 days after i placed the order or 7 business working days. There is no tracking provided by retailer, kind of weird/scary but obviously something that the they need to consider to improve their customer service"