Factory Buys Direct
Reviews and Complaints

After you pay, good luck getting your delivery. 40 emails back and forth. Constant run around and broken promises. They have admitted in writing it is there fault my items have not arrived. Promises after promise to retify the problem. All promises broken. Now they are saying I received my items after admitting they stuffed up and think I will just go away. So wrong are they.

I need to order parts for my not a year old fireplace and cannot get through to anyone. I purchased this fireplace on May 17 2021. The Receiver box and or the remote control are not working. I have replaced batteries several times.

It does not turn on and off like it should. I need to get this resolved asap.

Purchased unit online on 11/13/21, received item around 11/19/21. Unpacked item to ensure no damage then set in firebox as I needed a plumber to come run the gas line. Plumber arrived on 12/2, installed gas line and attempted to ignite unit. Does not work. He attempted numerous times without sucess and left. As I was examining the unit I found a small sticker on the side that says "propane only". Unit is advertised as "natural gas". They sent me the wrong type log set. I attempted to contact the company by phone but they do not answer, directing you to fill out a form on their website. I contacted someone by email who asked for the order number and reason for return. After supplying the requested info they have gone dark, not responding to further emails. I noticed on their site that they will not accept returns if merchandise is opened. Not sure how you install and try to ignite a log fire set while still in the box. Buyer beware, rip off company.

Bought a ventless fireplace and blower nearly a month ago and since receiving the fireplace, I have tried numerous times and ways to contact someone. Phone calls are not answered, emails have been ignored and I am at a loss on what else I can do. I can't get someone out here to hook up the fireplace until I have the blower. After reading other reviews on BBB, I am skeptical about how the fireplace will work now. Someone needs to contact me about the item I am missing.

Log #1 broken in two places. Waiting for return ticket for them to inspect. For what I paid it seems like a small request for them to at least send me a replacement log. My heatman tried to make it work by wiring it together so as to save the hassle. Not acceptable! They are not answering my email. Seems only fitting seeing that I accepted a damaged unit in the first place. A replacement log isn't asking much.

Purchased fireplace in December of 2020 and the mantel was damaged. Called the customer service line and it took about 90 minutes to talk to someone. The representative was helpful and sent me a return label for the mantel part.

I sent the part back and that was it...Nothing...No new part..No response..

STAY AWAY FROM THIS COMPANY! FAR AWAY SCUMBAGS!

We placed in order through factory buys direct on January 2nd order number 69256 received on January 8th for a 32, 000 btu ventless gas fireplace for $909.22. The unit was then installed by a professional plumber that followed the installation instructions and was unable to get the unit to lite. We then called customer service at Procom I was on hold for 1 hour 45 minutes before speaking with a male who walked us through troubleshooting for over an hour with no resolution. We were then told that we needed to have the plumber come back out and have him check the gas pressure. He came that evening and it was exactly what we were told by customer service that it needed to be and that still didn't resolve the issue. I called customer service again the next day and waited 2 hours 9 minutes to speak with someone. A lady answered and explained to her that we called yesterday for over an hour about troubleshooting, had the plumber return and still nothing worked so I was told to call back. She asked who I talked to and I said it was a man and I didn't catch his name. She put me on hold for 10 minutes came back in and said I would have spoke to Michael according to the notes and he's the only guy that worked yesterday and she just talked to him and that he would call me back. I said I just waited 2 hours to talk to someone am now I have to wait for a call back. She said well he can't call back if I'm on the phone with you. Waited over an hour for a call back before calling back myself and waiting again for over an hour for him to finally call back. I explained that I talked to him yesterday and that nothing he told the plumber to check and do worked so I was calling back to see about getting a new unit since it was brand new and under warranty. He accused me of lying about calling and that he never talked to me. I said you were the name that the lady told me was on the notes in the account from yesterday when I called and he said that's a lie and she's lying because they don't keep notes and he talks to 100 people a day but I wasn't one of them. I told him that the plumber came and checked the pressure and it was what he told him it needed to be. He then asked me how did he know what pressure it had to be because he never talked to me but then said I should know what the pressure should have been because he told me to ask the plumber what it was. I told him that I just wanted to start the process for getting a new unit since it was under warranty and then he proceeded to accuse me several times that I just wanted something for free, when in fact I didn't want anything for free and I'd be happy to send this back I just wanted one that worked but I wasn't going to pay to send this back. I explained that I was in the middle of remodeling our basement and this was the last thing we needed to get set in before we could finish. He yelled at me and said I shouldn't have waited so long to order it so if there was something wrong I could have had a new one by now. I told him I didn't wait to order it. I ordered it in advance and now we are putting it in and it doesn't work as it should since it's brand new. He told me that I needed to remove the gas train and send it back and they would repair it and send it back fr me to install. I said first of all I'm not a plumber and have no idea how to take it apart and I don't have extra money laying around to have the plumber keep coming back to remove it and then reinstall it. He told me it would take 3-4 weeks before I got it back, I said I didn't have that much time to wait because we can't finish the remodel without this being in. He said so you don't have heat in your house without this? I said no, I need this to finish my basement he again told me that I shouldn't have waited so long to order it and that if this isn't my only source of heat then what's the problem with waiting. I said if I would have been able to buy this at the store and it not have been discontinued, I could have taken it back, told them it didn't work and left with a new one in a matter of minutes no questions asked. He said well then I guess you should take it back to the store. I said what don't you get about what I'm telling you, I bought it through factory buys direct and that's why I'm calling you. I was getting no where and asked to speak with someone above him. He told me that she was at lunch.m, it was 430 in the evening. I said really lunch? Now? He said well I don't tell her when she can take lunch. I said so there's no one else to talk to? He said no he's all I got and I should start being nice if I want to get this worked out. Never in my life have I been talked or swore at when calling customer service for anything. Telling me over and over that the girl I talked to would have never told me he was the only guy working that I would have talked to and I kept saying that's not my problem so take it up with your coworker. When I told him my wife ordered the unit so the order was in her name so when he asked my name he accuse me again of lying that I talked to him yesterday and that maybe she was the one that really called him, which would have been hard fr her to do since she was saving lives for 12 hours at the hospital an then mumbled something about being married to another female. He then proceeded to tell me that all they could do was have me send a picture of the order and the gas train and send it to him and take my credit card information and they would send me a new train and charge my card if I didn't send the old one back since he said again that I was just trying to get something for free. He said that he would send the information to his boss but it would take her 4 days to respond. I spent over an hour listening to Michael degrade me, accuse me of lying, accuse me of wanting something for free even though it's under warranty and be swore at.

I then called factory buys direct to speak with them about the issues I just had with Michael and the gal put me on hold and came back on and said she just spoke with her boss and after she took my information about getting a new unit she would have me speak with Amanda because this isn't the first time they've had complaints like this with Michael. Once I got transferred to Amanda and told her the story, I found out that they are sister companies and that she was the person he told me was on lunch at 430 and takes 4 days to respond back to and email. She told me that she can't stand new messages in her inbox and she responds instantly. I again told her that I wanted this taken care of before the warranty was up because the way the last couple days had gone with Michael and at the rate this was going and how shady they were I was worried they would drag this out and they would make it so it fell out of the warranty period. She assured me that t was all documented and that she would get it taken care of. She told me that the president was out until Monday so she wasn't sure if they could get an approval for them to send me a new one and when I got that I could send the one one back vs waiting to this one to be repaired. Within a day we were sent and email asking for credit card information incase we didn't send the defective part back. Filled out the form and sent it back right away. This was January 20th. Amanda who repeatedly said she responded to emails right away had not responded to 3. They told us the card authorization for $.01 didn't go through and that we wrote down the wrong card and needed to resend it. We checked the form and it was all correct but instead filled out a new form with a different card number so now you have 2 of my credit card numbers and I still don't have anyone responding to emails that a new part has been sent. So today 2/8 I called and she said yes that went through 3 days ago but the order/authorization to ship hasn't been sent but they will get that going now since I called. I have repeatedly told them that I don't feel comfortable installing a new gas train and shouldn't have to keep paying a plumber to come out and I'm not going to do it myself and risk my house blowing up with my wife and 3 kids here and their only response was then I just needed to pay the plumber. No I should have had a unit that works right the first time sent to me, one that's been tested in the factory before being sent out. This is by far the most unprofessional company I have ever dealt with and if I had an employee talk to a customer like that they would have been fired on the spot. I asked Amanda to go back and listen to the tapes and she said they don't record calls but she'll start listening to his calls and in a few days talk to him about this complaint so he didn't know that was me. I told her I don't care if you tell him it was me because it was that awful and would never want someone else to be talked to or treated so awful.

So after calling again tonight and waiting over and hour and sending Amanda a fourth email she finally said she would get me a tracking number "in a few days". I don't want a tracking number, I don't want to pay the plumber again to come remove the defective part and installed the new one and hope it works. After reading all the other terrible complaints and them sounding all to familiar, I want you to pay to have the whole thing shipped back, and I want a full refund immediately so I can find another company to buy from. I will copy and paste this and post it everywhere I possibly can so warn other people to stay away from Procom and Factory Buys Direct.

I don't know who the president of this company is but if he knows this stuff is going on from all the comments posted to the BBB and continues to run the business like this, it's a real shame and should be embarrassed.

Current update as of today is that the wires on the unit itself appears as though they were not pushed into the plug so there's no connection. I am now being told that I was getting a whole new unit this morning. Now I'm being told that can't happen and I need to now replace the receiver and the wire and that has to be sent to me. I was also told that I was going to be getting a shipping label sent to this morning so I can return the gas train before I'm charged but I have yet to receive that as well and my 5th day is up on Monday and you are closed all weekend as of 4:30 today and that's in an hour and 45 minutes.

This is again by far the worst customer service I have ever heard of. It would have been much cheaper and easier and way better customer service to have just sent me a new fireplace 32 days ago when I first started calling about it not working after taken it out of the box, like I could have done if the store would have continued to sell your products, but I can see why they don't after the experience I've had and read the hundreds of BBB reviews and complaints. This is absolutely insane that this company is comfortable with asking their customers to remove and reinstall something that could easily be done wrong and blow up a whole house. And what does this do for the warranty on this if it's been taken a part and not put back together by the factory or a license professional? 

I don't want this unit, I don't want to remake it with "new" parts you want to keep sending me to install. I WANT MY MONEY BACK AND I WANT A SHIPPING LABEL TO SEND ALL THIS BACK TO YOU ASAP. If whoever reads this can't help me then please get me in touch with Kyle Pasiuk ASAP.

Duluth Forge Dual Fuel Ventless Gas Fireplace - 26, 000 BTU, Remote Control, Antique White Finish, SKU: 170105

ORDER # 68933

Fireplace insert Model # FDF300R
SN BG180003809

Ordered 12/16/20
Arrived in two weeks (happy with shipment speed)

Problem is unable to turn pilot light on and turn on main burners. Licenses contractor installed unit and troubleshot unit for 6 hours. Determined it was a part in the fireplace.

I have called several times and have probably spent 8-10 hours on hold waiting for human response. I have sent two unanswered emails to customer support. I am at my limit with options without spending more money when this unit is perfectly within WARRANTY POLICY!

If not resolved I will not buy another product from this company!

Purchased a Duluth Forge Ventless log set with remote in August 2020. The remote was damaged in shipment due to poor packaging. Contacted Factory Buys Direct and reported the damaged item and requested a replacement remote. They requested a photo of the damage remote be sent to them via e-mail which I did. Contacted them again to following up a few days later and they said they would pass along the follow up. E-mailed the first part of October to check status and still no response.

Purchased 7/29/18 and was not hooked up with gas until October 2018. The stove stopped working on Sunday November 25 2018. Emergency situation, ONG was call and declared the stove not working and the logs contaminated. The gas was shut off. I notified factory buys direct and was sent five things to answer about the stove, then take pictures and that was not good enough...some internal picture of some part. Then ship the stove, then ship the stove back without the logs, then just the part returned, then the stove...all at my expense. I have already had a professional ONG Tech and supervisor out and say the stove is not working ( at my expense. )Then another tech at my expense take pictures and make sure it is disconnected from the wall. All this and I do not trust a relatively new stove being repaired or this company. It will cost more to send it with the other expenses than repairing the stove. And Now I AM STILL COLD.

4/4/18 ordered this fireplace for 499.99. On 4/7/18 fireplace arrived, opened and realized front doors damaged. 4/8/18 got online to contact customer service and realized price dropped 100.00. I contacted customer service about damage to doors and price drop and for 2 weeks and several calls I was lied to and was promised a resolution the next day. Terrible customer service.

Order #49269 November 6th, 2017 and
Order #49184 November 4th, 2017

This order is marked as Manual Verification Required since Nov 6th, 2017

2 x Fan Blower For Cedar Ridge Hearth Gas Space Heaters

Did not receive items and wish to cancel order and have a refund. Sent 2 emails and contacted company by phone. No word from company and no way to cancel order and be refunded.

Purchased a new Heater on 3/4/2017 order #43712 and they shipped the wrong item. The heater was sent back and as of 4/14/2017 I still have not received a refund. I keep getting excuses from customer service. I have read many complaints about Factory Buys Direct on the sites of the Better Business Bureau and pissedconsumer.com . They are leaving me with no choice but to file a charge back dispute with my credit card. I want a full refund with NO shipping deductions. Not my fault they sent the wrong item.