by PissedConsumer1438064 #1438064
After purchasing a set of gas logs I realized I ordered a propane set instead of natural gas I attempted to get in touch with this company to see what my options were. After three days of calling and hours listening to the computer greeting of we will be with you in...
by PissedConsumer1163557 #1163557
bought logs and they didn't work. Tried to call customer service waited nearly an hour to get someone. Then they hungup on me. I finally got a guy and I told him I wanted to return logs for some that would work. He said they didn't do that and wanted to send a part as...
by MiniatureDogoArgentino #14106253.5
Bought $700.00 gas fireplace system. Regulator cracked during install (warranty voided) and tried to get replacement gas logs. Called Procom which is the same company and they gave me an item # that would work so they said. Went online to factory buys direct to order...
Factory Buys Direct - HORRIBLE Experience
Factory Buys Direct
by PissedConsumer1136286 #1136286
Received a ventless gas log set on Oct 17, 2017. We were excited to add this addition to our home.
Upon receiving it, one on the logs were broken. We snapped a photo of the log in the packaging and We immediately contacted FBD through their listed email. No response. After a few days, we contacted their phone number listed.
After being on hold for 48 minutes, the representative assured us a replacement would be sent out with a confirmation email. Nothing ever came. We followed up through email and phone again, received an email stating a replacement would be sent out. After being on hold for 54 minutes and speaking with a representative, the phone call disconnected and no call came back.
The rep already had our information pulled up but never called back. We called back again, waiting on hold for 1 hour 20 min. representative again assured me a replacement would be sent out. Waited another week Still nothing.
Followed up through emails, one response came back repeating the same thing the others have stated. We called back after being on hold for 1 hour and 16 minutes and was transferred to an accountant in California who showed no concern for the situation, transferred me to another accountant with no sympathy to the situation. She assured me that a replacement request would be filed from her location in California to the Bowling Green, KY location and a replacement would be sent out. Another week has past since then and still no confirmation, no replacement.
Followed up again with phone calls and emails. No response.
After 7 phone calls, 15 emails, and over 1 month later NOTHING. BUYER BEWARE!!!!!!!!!!!
by BrilliantMandrill #13069001.3
We purchased a duluth forge ventless gas log set.from .Sears.com, Nov. 2017, from factory buys direct. ..The logs will not work, We had them had them checked out by experts..and propane gas company, .Duluth forge blamed this on sears.com and said they have the money. The...
by PissedConsumer968181 #9681811.0
I have been on hold now for over 20 minutes and the recording periodically interrupts to say my call should be answered in approximately 10 minutes. I ordered a fireplace log set and the ignitor switch does not work. We lit it with a lighter and the remote works fine...
by PissedConsumer1173904 #1173904
Ordered LP, Sent NAT Gas, amd it was defective missing parts, wrong manual. Sent them numerous photo's and a clearly written schedule of events. Finally got in touch with someone who gave me a RMA. Sent it back, thery were to send a correct new one....never...