Larry C.

I bought a Samsung Galaxy S4 cell phone from Factory outlet store. Their website promised that the unlocked phone would work at near 4G speeds in the USA. After receiving the phone, I was unable to get it to operate at high speed. I was disappointed, and called them to discuss. I had long wait times on the phone, and was disconnected a few times, but I did finally talk to someone that suggested that I send it back for an exchange to a phone that would work properly. I got the information that I needed to return the phone on an exchange, figuring that the phone was defective. I shipped it back to them.

Further conversation with Samsung told me that this model phone was manufactured for use in South America and wouldn't function fully in the USA. On the day that my phone was to arrive at their offices, I called back again. Once again having long wait times and getting disconnected a few times. I was told that they didn't have a different model phone to send to me. I asked for a refund. They said that they would charge me a restocking fee. I insisted that this wasn't my fault, because their website had promised it would operate properly in the USA.

Eventually I spoke to a supervisor, who told me that I would get a full refund. 10 days later, the full refund (no credit taken for shipping or anything else) was posted to my credit card.

Although I was disappointed with the phone that I received, they made good on their refund.