Tom E.
Thefactoryoutlet.com
I ordered a Minn Kota Ulterra factory refurbished trolling motor that was in stock on March 15th. A few days later I was informed that it was a week away from shipping. Later I was told it was going to be shipped in early April. A few days later I was told that the order was cancelled but a substitute was offered at no additional expense. Calling the factory outlet I was told I would have to pay full price for a new trolling motor. I checked on the website and it stated that my order was in process and I would be notified when a tracking number was received. I called a sales supervisor because of the discrepancy. He told me the order was active, that the Factory Outlet store had little to do with the changes in delivery dates. Watching for notification of a tracking number I saw on April 1st that the order was cancelled. I did receive a notification from the Factory Outlet. This time there was no mention of an alternative trolling motor and no mention of obtaining it with no additional expense. They did refund the charges for the cancellation promptly. The way I see it is that The Factory Outlet does not have the systems in place to assure that when a customer purchases an item that is in stock whether or not it really is in stock or not. They need to improve there customer services.
Response from FactoryOutletStore.com Reviews | Factory Outlet StoreApr 10, 2021
Dear Valued Customer, First, we would like to thank you for shopping with FactoryOutletStore. Second, we would like to apologize that your order experience did not go as expected. Upon receiving your complaint, we launched a full review of the order. Upon investigation, we found that your order was placed on 03/15/2021 for a MinnKota trolling motor. Unfortunately, this motor has been discontinued by the supplier due to supply chain disruption. We also reached out to you on 04/01/2021 by phone but did not get any response. Due to this, we have canceled your order and sent an email regarding the same. We sincerely apologize for any inconvenience this may have caused and share in your frustration. If you have any questions, pls reach out to us at [email protected] or you can also call us on 800-816-0810 at any time from Monday to Friday, 09:00 AM to 05:00 PM EST. Thanks Factory Outlet Store, Customer Relations Department