I went on 11/8/2018 to purchase some anchors to secure the car port that they had installed in 2017. When I contacted the office to return the anchors I was told by the assistant that even though I was willing to pay their "restocking fee and a debit card transaction fee" (which according to bank regulation Z no surcharge can be applied to debit card transactions) the owner refused to refund me. After we had hung up the phone, the owner called me as an "Unknown Number" at 3:56pm 11/13/2018 insulting me telling me that he is going to ruin my life, persecute me and bring me down to the bare minimum. I told him I was going to file a complaint with the BBB because this was not a way to treat customers and he said he didn't care (while use profane language). I told him no where on the receipt did it state that regular orders were nonrefundable; the only stipulation was custom orders were nonrefundable and this was not a custom order as I walked in and picked up the parts that day. There was no asterisk or notation anywhere in front of the item indicating that what I had purchased was a custom order making it not qualified for a refund. I walked into the business to return the anchors, since the owner told me on the phone he would do it, and he continued the argument there calling me a stupid and ignorant millennial who would not understand his language due to the fact that I have a Spanish background. I was charged the debit card transition fee and a restocking fee which I was willing to pay even though there are no signs anywhere (on the receipt or in the business) saying that these fees will be charged. In addition he charged me a "short order fee" because I did not return one of the anchors because I used it. From a total of what was suppose to be an $80 refund, he charged me a 25% restocking fee, $25 short order fee, 2 credit card fees of $3.66 each, and he did not return me the sales tax for the items returned. I would not recommend this business to anyone since this is not the first time they had kept my money for a service they did not provide. I had paid for them once to come to re-anchor my car port, and waited 4 weeks calling them multiple times to try to schedule an appointment but they kept telling me they don't have a schedule available. So I cancelled and had to pay another company to come. The owner refused to refund me in full even though they did not provide me with the service I had paid for or was not even on their schedule for. I decided to give this merchant another chance as fair practice because I was only purchasing parts but I got an angry nasty owner telling me I was wasting his time and money. I don't understand why he was so mad about $80 when his company makes thousands of dollars daily. To the owner of Factory Direct, I hope you learn to treat your customers with respect, learn to calm down and not argue while other customers are present, as well as avoid profiling your customers as an easy way out. read more

Bought metal roofing panels from these guys a few times, never disappointed. They're cheaper than the box stores, they cut your panels to size, they deliver within a few days (last order was next day delivery) and even their delivery charges are less than the big stores . Even though my orders were small ($400-$1000) compared to home builders that probably buy a lot more than an individual home owner i feel like I am an important customer to them; you call them and tell them what you need, they take CC over the phone and within 3 days max you get your stuff - this country needs more businesses like this one that seems to actually care about customer service !!!! read more