Customer ReviewsforFactory Buys Direct

2 years of back and forth with the company over a faulty product. They replaced the part once with a broken part. Will not return calls. Been demanding a refund!

BEWARE DO NOT BUY FROM THIS COMPANY. THEY STATE YOU HAVE 30 DAY RETURN POLICY AND THEY NEVER ANSWER NOT RESPOND TO THE ****** $700 DOWN THE DRAIN. THIS COMPANY NEEDS TO BE SUED FOR ALL THE WRONG THEY HAVE DONE!!!

They really do not deserve a 1 star rating. I am contacting the ******* AG's office to file a complaint Purchased a gas in wall fireplace that does not work properly and you can't talk to anyone about issues.

DO NOT BUY FROM FACTORY BUYS DIRECT!!!I've already ranted to the company and to Amazon. I'll keep it brief here. I ordered a vent less fireplace, and it arrived damaged. I've been emailing back and forth with the company for over SEVEN weeks. They've promised to ship me a replacement ASAP (repeatedly). I'm at a loss for words. They're horrible. Do not believe the positive reviews. They must be fake.

This company is a ripoff. ***************** is nonexistane. They just hang up on you an tell you to use the email form. Worse than that I ordered from Amazon and they took the money, but now they only want to be the arbitor. They told me that if it went more than 48 hours for them to respond or act they would issue a refund. If i did the return the way FBD wanted me to - (return - have unit evaluated and/or repaired-or replaced) it would only cost me approx. $560.00 in additional fees for the plumber to uninstall and reinstall It takes about 48 hours for FBD to respond to an email so I cant see this getting resolved anytime soon. I asked for them to send me an RMA this morning - havent heard a word.I'm escalating this to Amazon to process the return and credit. These people should not be allowed to do busines online. If they would let you post without giving them any stars that is what this rating would be.STAY CLEAR OF THIS COMPANY

This company should not be allowed to be in business. ABSOLUTELY NO CUSTOMER SERVICE! If you have a simple question you cannot speak to anyone. Their 800 number is useless. It tells you to go to a website and send an email. So far the email has not even been answered. The pilot light keeps going out and the remote does not work. This company deserves a negative rating. Not even up to a rating of one star. I would not buy anything they make or have anything to do with. Their product is cheaply made and you have no service.

I should of found this page before purchasing. We have a n. gas fireplace insert with logs that only lasted 1.5 years. Called company because it just shut down, bought the part they said was bad. Didn't help. Bought a log set for replacement, they were the only ones that had one that fit the box. Burner won't work. Tried several times to contact them to no avail. There is no customer service with this company. Sent them several e-mails, nothing. My advice, DO NOT BUY FROM THEM.

I was MISLEAD from Factory Direct ad. It sounded like for ****, shipping, I get this powertool. I then see my card Charges ***** from F.Durect. I call F.Direct. They said, " You signed up for a RAFFLE TICKET, $****, to win a Drill. Then you accepted ***************** that You will be billed MONTHLY 50$ to be in a SWEEPSTAKES!! ...Yes, I was scammed. DO NOT FALL FOR ANY FACTORY DIRECT...ANYTHING!!!

Factory Buy Direct is a rip off company. I ordered my vent free gas log fireplace. The unit won't work and the remote is damaged. I called their number and it's a voicemail that says to email them. I emailed them twice over a 3 week period and still haven't hear back. It's criminal.

I have been trying to work with this company since December 1, 2021 of course by email because you can not talk to a person, about a fireplace that is under warranty and I'm having problems with the receiver and the remote communicating. I have done everything asked in testing this unit. Now I'm being asked to send these parts to them from our only heat source before they will send me replacement parts conveniently their policy changed 3 months ago on this matter is what I was told this morning. The problem was we either froze or burnt up because it would either not turn on or shut off in the middle of the night. So now they want us to manually operate this unit until our replacement parts come in. So I guess we have to take turn sleeping shifts so that we can operate this fireplace in the night. I literally just want a $1200 fireplace that is under warranty fixed so that we have heat. I have paid out of pocket a heat and air person to try to fix it and the one of the parts he said I needed they say they no longer ship out either conveniently. Seems to me they just don't want to honor the warranty that it has. It's very disappointing. I wish I had looked up the * rating last July before ordering the fireplace. ****** learned on my part, I don't want anyone else out there to purchase thinking as I did, they would have a quality product.