Factory Direct

Customer service is terrible! Good luck finding a staff member. Heaven forbid you ask a cashier for anything other than a price! Picking up online orders can be a hassle. Luckily, I haven't had any issues with products from this location. I wish the company hadn't closed the Cambridge location... much better staff. Sometimes I even have my mom pick items up at the Hamilton location - just to avoid Kitchener.

I went here recently do pick up a brand new TV and as it was not brand-new forsake it was still a very good price for the condition that it was in. Staff here are very understanding and I'm glad to know that I can't have a purchase you again as there was many friends that gentleman by the name of room Lin I believe he was a very helpful manager and the other staff were very helpful and helping me with all my questions and concerns. Recommend to anyone that wants a decent deal

Great experience. Had an issue that Jenn solved. I can't remember the guys name at the back, but he too was very helpful. Thanks! Will repeat business here.

Staff was great in helping me get my item to the counter and then the car.. The only issue I had was I wasn't asked if I wanted the warranty for my item so I missed out on purchasing that.

This business refused to give my completely purchased phone. I am a disabled woman who saved everything for an Emerg phone. I asked for assistance and was humiliated by management when I was mocked for misleading information given to me. I do not recommend this company. They do not care. Only offer money in store because because everything breaks. Took me 4 tv's to get one that worked. I am asking for compensation of some sort. Being mocked and humiliated in front of a full store when I disclosed my disability ailments I was dismissed and treated emotionally unexcusable. DO NOT USE THIS COMPANY UNLESS YOU WANT TO LOSE YOUR MONEY. Thank you everyone for reading my testimonial. Chow!

Amazing place to shop for new and refurbished items. Definitely my first choice for anything I may need. Will always check their website and see if they have anything I might be interested in buying. Staff are very friendly and very helpful. Location has plenty of free parking.

Was in to purchase a tv wall mount. The product was located in a spot the did not have the right product tag associated with it. The mount price and sku was nowhere to be seen in this area. Thus the sales associate rang in the item and it was $5 more than the item in the spot where we grabbed it. The sales person and manager would not honour the $5 difference, so they lost us as a customer. We will be buying a mount from the large online retailer instead. Won’t be back to this store for a while, as they are not very customer focused.

I bought a portable ac here. Really good price and it worked great! The staff were quite helpful too.

Would not recommend at all. I purchased two humidifiers for my home, brought them home and found that one of them was missing pieces on the water tank. The humidifier cannot be used without these pieces, so I went back to the store to exchange the one for a different one. When entering the store, I went to the front counter and waited approximately 5 minutes for the cashier to finish with another customer. I was then directed to the back counter for the exchange despite being the only one in the store. No big deal. So I walk to the back counter, wait patiently for about 15 minutes for someone to come help me exchange the item, but no one came. The front desk cashier wasn't busy serving anyone, and didn't call for someone else to meet me there. After a few more minutes, I left the humidifier with the missing pieces on the back counter and took a new one off the shelf. I went to the front desk and explained that no one had come to help so - I wanted to leave the one I returned at the back and leave with the new one. The cashier said that's fine after giving me a confused look. I brought my second humidifier home only to find it's also missing pieces (different pieces). I was unable to check the contents of the box due to lots of Factory Refurbished" tape all over it. I called the store and explained what happened and asked if they can ship me a replacement as I had already driven 30 plus minutes each way four times. The worker on the phone said that they couldn't and proceeded to get upset with me once I explained the front desk worker said I could leave the first humidifier on the back desk and leave with the new one. He stated that's not how their exchange process works and blamed me for the issue. I explained that it was not my concern as the customer that their staff didn't know proper procedures. I ended up going to Factory Direct in Brantford to do the exchange a second time where I opened the box and ensured all parts were there. Overall Factory Direct Kitchener gets a 0/10 in every category. The item itself was defective twice

Will never purchase again. Their products have 30 day warranties, which is clearly disclosed on their receipt. After my garden hose burst after 71 days, I was refused any sort of support. If you want cheap quality at a cheap price shop here. If you want anything to last more than a month, shop elsewhere.