This is a long tale, but all statements are necessary to get the full effect of our nightmare purchase from acfactorystore.com!
We contacted acfactorystore.com in mid September looking for a specific mini split heat pump system (Mitsubishi Hyper Heat.) The company "had" the system we wanted and we agreed on purchasing for $6190 which was charged to our AMEX card. We were told the system would ship the next day (a Friday) and that we would receive confirmation of shipping the next day.
We called the next day and told that the system would not be shipped as they had "discovered" that shipping (which was to be included in the price) would be an additional $320. As the website advertises free shipping on orders over $500, we were not happy with the sudden additional charge.
We finally agreed to pay for the additional shipping as the system was very difficult to find and we were tired of going from company to company to find the system we wanted. I asked the merchant to cancel the charge and that we would then re-initiate the purchase, but this time it would reflect the price of the unit with the additional $320 shipping cost. I was contacted by the vendor and told that he did not cancel the first order, but would do so once we had re-ordered... They did not want to give up the initial charge until they were assured of the new charge.
We were told that the system we ordered had been reserved for us (they "had" 2 in stock) and would ship the following Monday... We were to receive a tracking number the following day. When we did not hear from the company with a tracking number on the following Tuesday, I called acfactorystore.com and was told that they had sold both units and would not be able to get me a system for a couple of weeks.
At this point, I attempted to cancel the order, but was asked to please be patient, the system was on it's way to the warehouse. I was told that they were "a big company and could get anything we wanted."
A week later, I found that my AMEX card had been charged for the amount of $6510.75 for the system, though it hadn't shipped, nor arrived at the warehouse. I had expected a pre-authorization, but not a charge before shipment! I then contacted acfactorystore and demanded that my card be credited. I was told that they could not credit my account as the funds had been necessary to get the unit shipped to the warehouse from Mitsubishi.
Not at all happy about the charge, my wife and I then decided that it was AMEX's problem and that we were protected by the use of the credit card. We were prepared to wait and see if acfactorystore would deliver.
Three weeks after ordering (and paying) we were told by Nick (the owner, and only person who answers the phone) that our order was at the warehouse. He was headed there to personally make sure the system was properly packaged for shipping and would see it shipped without issue.
We received the system (approximately 4 weeks after ordering) only to find that one piece of 2-piece system had been damaged. It had been shipped "on-end" on the pallet which was contrary to all markings on the box for proper shipment. Thinking about this later, it occurred to me that if Nick had personally packed the units on the pallet, he was responsible for the damage that occurred.
We had the FedEx driver make a note of the damage, then called acfactorystore. We told nick that the shipment had come, but was damaged in shipping and that we would contact FedEx and file a damage claim.
We filed the damage claim with FedEx and they were very helpful in expediting the claim. However, I got a call from Fedex the following day stating that there was a note that there was damage to the box noted on the bill of lading when the item was shipped. FedEx was denying the claim.
I called acfactorystore and told Nick that FedEx had denied the claim due to damage prior to shipment. I sent him photos of the damaged unit. He refused to take responsibility for the damaged unit It was at this point we filed a dispute of charges against acfactorystore.com with AMEX.
Once Nick was notified of the dispute of charges, he took action, contacted FedEx and somehow got them to accept responsibility for the damaged unit (I've no idea how!) We received a check for $1750 from FedEx for replacement of the damaged unit. At this point, we canceled our dispute of charges against acfactorystore.com.
We still needed a replacement for the damaged unit we received from acfactorystore.com. We checked multiple sites, but acfactorystore was, by far, the best price. We ordered a second unit from acfactorystore and was told it would ship out the next day... Again, Nick would personally go to the warehouse and make sure that THIS unit would go out undamaged.
In contacting Nick the following day, my wife was told that he was unable to ship the unit because he was too busy dealing with cleaning up our dispute of charges with AMEX. He at this point verbally attacked my wife over the phone, questioning her character. I was so angry at this point that I sent him notification that this second order was to be canceled immediately and that we wanted no further dealings with acfactorystore.com.
Two days later, my wife had contacted Nick to make sure the order had been canceled. He said that we were to cancel the order "on our end." As this made no sense to us (how does a buyer cancel a charge against a credit card?) we filed a second dispute of charges with AMEX. Nick finally credited our account 3-1/2 weeks later.
We finally had our money freed up so could proceed with purchasing a replacement for the damaged unit. We purchased the replacement locally and were happy to be done with acfactorystore.com.
We had the 2 piece system installed the following week in mid November, 2 months after ordering the system from acfactorystore.com. When the installer was finished and went to fire up the new system, it became clear that the second piece of equipment from acfactorystore.com was defective... It would not start!
I, one last time contacted acfactorystore.com and demanded that they take the system back. A week went by before I received an email stating that he would not take the unit back, but would send a replacement part once I filled out the appropriate paperwork. As I am unwilling to ever do any business of any kind with this company again, I contacted Mitsubishi directly and am now trying to resolve the issue with the manufacturer.
We are now going on 11 weeks since ordering a heating system from acfactorystore.com. We have invested close to $8500 in purchasing the system, purchasing installation accessories, having it installed, and having an expensive diagnostic service call. We still have nothing working at this point.
I would not with the aggravation and many nights of sleeplessness I have experienced due to this vendor on anyone! He takes your money and only credits your account under threats from your credit card company. For $6510.75 acfactorystore.com will deliver to you faulty and damaged merchandise... The 2-2/4 months of wasted time, aggravation, and high blood pressure are free!
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