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Business Profile

Home Electronics

Factory Direct

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Home Electronics.

Complaints

This profile includes complaints for Factory Direct's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Factory Direct has 30 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Factory Direct

      501 Applewood Cres Concord, ON L4K 4J3

    • Factory Direct

      1138 Victoria St N Kitchener, ON N2B 3C9

    • Factory Direct

      1310 Dundas St E Mississauga, ON L4Y 2C1

    • Factory Direct

      603 Colborne St E Brantford, ON N3S 7S8

    • Factory Direct

      400 Bayfield St Barrie, ON L4M 5A1

    Customer Complaints Summary

    • 11 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/03/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On March 7, 2024 I attempted to buy items from Factory Direct using my Insiders Plus card which has about 100.$ on it. The cashier told me that the company was no longer honouring these cards and the card now was worthless. The store was still open and doing business and no closing date was posted. **** ****** *** ** *** **** *** ****** **** **** *****  If further information is needed- feel free to call and thank you in advance. *** *****

    • Initial Complaint

      Date:04/03/2024

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I bought a vacuum For $171.84 at factory direct on January 18 got it home and it hardly worked , so I took it back about a week later , and they gave me a card witch had $171.84 credit on it . But about a week after that I went to use the card and they told me it was no longer good because factorydirect had claimed bankruptcy . But they were selling stuff to other people in the store . **** *** *** **** ** *** .

    • Initial Complaint

      Date:03/05/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      date may 1 st, item tv , paid $678, returned for credit or replacement, i signed receipt saying it was ok , but technician didnt test it right , so they said i dropped it , never happened, so no refund of any kind i know i signed but it was defective right at store when i bought it but i couldnt see it because the tech only turned it on , the scree did not come on only what language you wanted , so i signed because it came on , so they said i dropped it and they wont except damaged goods, it was never dropped, recepit # *****, because the tech did not do his job correct im out almost $700 for a worthless tv, also when tested the packaging over the screen was not removed so couldnt see it correctly , have been in contact with their support team and they will not do anything ,

    • Initial Complaint

      Date:17/02/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a dehumidifier on September 13th 2022 and after setting it up a month or so after purchase it leaked on the floor within the first 5 minutes of use, so I disconnected it and decided to try to problem solve at a later date. Last night I tried again and I had the same leaking result. I removed the water basket and looked up inside the unit and saw that it was cracked. I contacted the merchant, Factory Direct, last night via email and after several emails today they have refused to exchange, offer store credit or a refund. I have provided photos showing that the unit is still brand new and also offered to take it to the nearest Factory Direct store so they can inspect it, but unfortunately they will not budge and say their return policy is 10 days. The return policy is not indicated on the order confirmation email I received when it was purchased. Transaction date: September 13, 2022 Received item: September 19, 2022 Total cost of the unit was $179.99+HST Item Description: ***** ***** 50-Pint Dehumidifier W/Pump SKU: ****** Business resolution: None, refused all options I presented Order number: *************

    • Initial Complaint

      Date:30/01/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Sold us a defective computer, was defective when tested at pickup, said just needs a windows update and will be fine have 90 days to return. Then when return it say only had 10 days to return for the refund. Unwilling to give a refund counter to what was told.

    • Initial Complaint

      Date:04/11/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On October 23rd I purchased a tv from this location. They tested it in store to look for issues. Upon setup at home I found that a chunk of the screen was missing this being hidden by safety foam that was to only be removed after setup. The following Sunday I attempted to return to learn that there 90 day warranty does not cover physical damage even damage from before purchase. I was given the number for head office and told to call it. After several calls to both there customer service line and there operator line all going unanswered as well as several messages that were not answered in this business week I turn to you in hopes something can be done. I am no longer willing to settle for store credit as I no longer intend on using there stores *** ** ***** ******** ** *********. I would settle for a proper working tv.

    • Initial Complaint

      Date:22/09/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I bought a ******* ***** 55" 4K *** *** Smart Android Tv on 04/08/2022 order: ***************. Also added 3 years warranty on it. I placed it on my tv stand I was watching it normally with no issues. On August 4th I notice some light lines on the top right corner of the screen,* ******** *********. The store's recommendation is to bring the tv to the store to look at it, so I put a blanket on my car so I could carry it with no damage since I don't have space to store the original box for 6 months on my house. The TV has no physical damage outside of it. When I get to the store, the staff helped me to bring the tv inside. When the staff person turned the tv on, the screen showed "cracked" lights all the way down on the screen, but INSIDE, there was no single damage outside. They took the tv to the service "repair" to look at it, but the manager told me upfront that this damage is not covered, and that transportation to the store had damaged the tv. I did nothing to the tv it was just standing on my tv stand why I would carry this tv to the store if I had no issue before? I asked for a recommendation on what to do and the general manager said she could give me a 2-year warranty if I buy a brand new tv, but I already have a 3-year warranty on the tv that is gone and I will use this warranty for nothing since they didn't cover the issue. I am asking for my money back or the same model brand new tv WITH the same warranty terms I have on the first purchase.

    • Initial Complaint

      Date:16/08/2022

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Purchased ****** ** on August 4, 2022. I opted for store pick up to the Orfus Rd location. Delivery date was to be August 8 2022. It's now a week later with still no phone that I'm paying for. I have called the store seversl times and was met with a **** *** it's delayed nothing really can be done. I emailed customer service stating that I'm willing to pick up the phone from any location and no response. ** * **** * ***** *** **** *** **** ** *** ******* ** **** **** *** **** ******

      Business Response

      Date: 16/08/2022

      Order was received at our Orfus Rd. location August 12, 2022 & customer emailed same day. Purchase was picked up August 13, 2022 according to the sales records.

    Factory Direct is NOT a BBB Accredited Business.

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