"Purchased a tv wall mount and it didn’t fit the back of my tv. Went back 2 weeks later only to ask for a store credit not a full refund and because it was 7 days past their policy of returns. The store manager flatly said nope not my problem that’s our policy. Well in today’s world, customer service should be every company’s first priority. Obviously it’s not for factory direct. I will never shop at factory direct again and will make sure I tell people how bad their customer service is and to not shop there. Factory direct only cares about your purchase and dollars today and obviously not future ones. DONT SHOP AT FACTORY DIRECT SAVE YOUR MONEY AND GO TO A REAL COMPANY THAT CARES ABOUT MAKING THE CUSTOMER HAPPY. Every other company out there seems to get it, guess factory direct just doesn’t care. "

"Bought a refurb, wasted money on a warranty because you can't use the manufacturer's support site. Instead, FD need you to bring the computer into a store miles away, then they send it away for an unspecified amount of time and offer no replacement.

So, warranties are essentially useless unless you're happy to travel long distances and don't need your laptop, while my expensive product is failing after less than a year. They offered no help over the phone and refused to even recommend somewhere that might help.

Awful, awful experience."

"Two days ago I went to get deep fryer1.2 kg for $99 as it in the flyer but they said it's different code!! So it's $139 and no extended warranty.
When I saw their Facebook post said to people it's $99 and they do extended warranty I commented it's not true , factory direct blocked me ."

"I bought a samsung galaxy a5 from there and have had no problems since, display was not scratch and phone was in mint condition. staff was warm and friendly. the only complaint i have is that it came with a asus charger (idk why) but it charges fine either way"

"i bought a samsung j3 phone for my son, i was asked if i wanted extended warranty with this item for only 10% of the total cost of the product. i figured for $18 do it. i asked what it covered, and i was told everything under the sun from cracked screens to defective hardware. The sales rep #4103 at Scarborough store even said to me and i quote " you can purposely break the phone and we will give you a new one!" Well now that it has a cracked screen, which yes happened because it was dropped, i"m told sorry nothing we can do, its physical damage.
learned a valuable lesson. GET IT IN WRITING!"

"Factory Direct is a small distribution chain in a large logistics company with the Canadian Head Office in Toronto. I learned this when I purchases approx. $1,000 worth of Christmas presents in NOV on-line, which was to be picked up in the NEPEAN location. The company lost the package, neither head office nor the store would own the problems, I had to go out and purchase additional presents for my children DEC 23, because nothing ever arrived. In January, through a detailed paper trail, I proved that I had paid for products never delivered. Factory Direct 'Customer Service' assisted in finding the shipment only at that point (note AFTER CHRISTMAS). I told them I didn't need the items anymore and they agreed to refund the money, I drove to the store in Nepean went through the shipment with the Manager and returned the majority of the items. The manager 'Bruce' told me, after doing approx. 45 min of paperwork, that Head Office would credit my account in a couple days. 3 weeks later I was still waiting, once again pulling out all the documentation and arguing with head office to get my refund. For the $100 I saved shopping at Factory Direct, I spent well over 40 hours arguing with them to my goods, my money and stressed because they were ruining what I thought would be a wonderful Christmas. NEVER SHOP WITH THEM! SAVE YOURSELF THE MISERY."

"I purchased a mattress and was told by salesman that delivery would be in a week or two, more than likely a week. I was told that someone should be calling me within 48 hours to set up delivery. Three phone calls and over a week later someone finally called and left a message to call her. After 3 phone calls they finally scheduled delivery, but I was then told that they would not remove the old mattress from the room, but if I offered them a tip they would put it on the patio for me. So for $45.00 to deliver a "mattress" I still had to pay an additional fee (tip) just for them to put it on my patio. Do not waste your time going there. They are very dishonest people. "

"I came in to exchange a product. The sign at the front of store says to go to aisle 7! I go to aisle 7 to wait in a big line up. Finally it's my turn! The 1st associate offers me a store credit or i can look for something in the store. I went and got something for the exchange and went back to aisle 7 as was instructed by that associate. Waited again in a big line up. My turn finally comes and the 2nd associate circles the item im exchanging and tells me to go to the cash register line up now to get the other products in exchange! I asked if i have to wait again and very rudely he answers its sunday and its busy plus i havent had a break yet! I am sorry to say this but i really think factory direct needs to work on their exchange products services better make a more efficient system for people exchanging products and im sure this can be beneficial for both your business, your staff and especially for your customers! It is not the customer's problem if your staff hasnt had a break or not! And a customer should not have to wait over and over for an exchange! Please work on your customer service area!"

"I bought an I-phone online, which was supposed to be delivered the following week. The purchase was completed, fully processed, and I got a confirmation e-mail with my receipt. Some days past the accorded delivery date and nothing. I contacted factory direct to find out why the Iphone had not yet been delivered. I was told that they had sent me an e-mail but did not get a reply (what else was there to say?!), so the cancelled my order. However, I still had to wait for the refund to be processed and this messed up my credit availability, for which I could not buy another phone during the month I most needed it for my business... I don't know how they stay in business with such terrible customer service!!! "

"All staff are happy to assist you. Manager literally bends over backwards to assist customers who have a problem with a product. They don't do refunds people! Its clearly stated at the register. Both in writing and by the cashier. Managers however will always do whatever it takes in regards to store credit/exchange/upgrade of the item. Even test everything thoroughly to ensure no future problems. A++ service. Always shop here!"

"I just wanted to say thank you to the warehouse personnel at Factory Direct for taking the extra time to get my items. It may have taking 2 weeks but it was well worth the wait. I have always and will continue to be your loyal customer. Love your stores and website."

"Absolutely ridiculous you have to pay double the shipping if you want to return an item! No compassion from customer service. No alternatives. No help what so ever except. "PLACE ANOTHER ORDER & GET CHARGED ANOTHER SHIPPING FEE"

First time buyer and last time buyer!

"

"bought indoor bike trainer tried it once did not care for it at all .put it back in original packing .just the way thay sent it to me.tried to get refund ,thats were the problem happend. they have the worst return policy you can think of .have to pay to return which was more then half what i paid for it. then they charge you a 20 % restocking fee and thats if they give you your money back ,they try to give you a reduced creit for your item .they are very rude on the phone. do your self a favor dont use this company. the worst now i have read the reviews ,i wish i had read them before i made my order with this so called company .WHAT A JOKE!!!"

"Never ever buy anything from.factory direct(rexdale) . Worst service worst product. Worse to worst employees and useless manager and management. "

"Really nothing nice to say. DONT INVEST IN THEIR MACS!!!! Only one guy seems to know his stuff in that establishment. Once you buy warranty and need to use it, they tell you what is DOES NOT cover, and that you aren't allowed to make any exchanges. Have not/will not recommend store! Couldn't believe most computers damaged upon arrival to store had to go through many boxes! Shame..."