I would say my experience with them has been mediocre at best. Initial meeting went great, liked Joe and he made purchasing easy. It's after the sale where everything falls apart. Poor communication, delays in shipping and I had to chase and nag to get answers, several issues with cabinets and basically got no assitance in rectifying them. I had to pay my contractor an extra $500 to fix the pull out shelves in my 2 large pantries because they were supposed to have under-mounted slides and came with side slides that worked poorly, bearings falling out and just junk. Asked Joe about this and got no reply. Overall the cabinets are good, solid and decently made but there were definite corners cut in manufacturing, screws missing, slides that didn't work properly that we had to fix ourselves. Cabinets labeled wrong and overall just disappointing. So if you want a good "salesman" Joe is your guy but if you want a good customer service person look elsewhere because you will get less than stellar service if there is even the slightest issue and when you chase for answers be prepared to be treated like you did something wrong. read more

If you're considering purchasing a hot tub, I would advise against visiting Factory Direct in Portsmouth, New Hampshire. My husband and I purchased a hot tub from them over three years ago due to unavailability at our local hot tub store resulting from COVID-19. However, our experience with Factory Direct has been disappointing. The hot tub's heating unit failed within the first year, and we've encountered various leaks, broken headrest pillows, and exterior cracks. Despite numerous attempts to resolve the issues, Factory Direct has been uncooperative. Given the nearly $10,000 we spent, it's frustrating to be unable to use the hot tub. In contrast, I've had a positive experience with Nordic hot tubs, having owned one for 17 and a half years without any issues. read more

Universal Factory Direct - Hot Tub & Pool Near Me - Portsmouth, New Hampshire

If they tell you 2-4 weeks lead time expect it to be more like 4 months and in the meantime don't expect them to respond to your emails, voice mails, phone calls or otherwise. I finally ended up filing a complaint with the NH Better Business Bureau and the Maine Attorney General's Office. The worst customer service I have ever experienced. The cabinets are of decent quality, the price is just fair...you'll find a better experience with one of the box stores. read more

Helpful. Friendly. Flexible. I heard of UFD through a friend who's used them for dozens of projects, and referred me to Jake for a modest kitchen cabinet project. Jake and the UFD team were incredibly helpful in thinking through different cabinet layouts and updating design proposals on the fly as different needs came up. In fact, given the modest nature of this particular kitchen remodel, it speaks volumes to the level of attention to detail UFD provide given there were undoubtedly far more expensive projects they were and could pursue at the time. If you have any experience in working with kitchen remodeling companies you already know the standard formula: buy a design app, find a wholesaler in China, and slap on a markup of 4-5x to cover your swanky retail showroom. For this very reason kitchen kitchen remodel companies run the gamut: from overpriced fly by night companies to churn and burn big box stores selling particle board cabinets stapled together or overpriced name brands paying for big box retail floor space to reach higher end customers who value the name of their cabinet over the name of the company actually getting those cabinets to them affordably and without damage. UFD takes the position that personalized service, support, and humility are the hallmark of a sustainable, local business. If you have stepped inside any of the alternative business models above, you will likely find their approach quite refreshing. In short, as a customer I can feel good about supporting a local business that's been around for 20+ years. That's something that does not happen by accident, but by ensuring customers have both a personalized kitchen design partner, as well as one that just happens to stock a near endless selection of cabinets in a low-overhead, no-frills warehouse. read more

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We picked the first pandemic year to redo our very small condo kitchen ... then found out you couldn't get anything - cabinets, appliances, or installers. This put us in a tight spot, since we're only in Gloucester in the summer, and didn't want to get snowed in just to get a better kitchen. Thanksfully, Joe White made sense out of our plans, ordered the cabinets, and accomplished delivery when he said he would. That and our local carpenter meant that we had a complete kitchen to come back to in the Spring. I only have after pictures, but hopefully you get the idea. Definitely worth the drive. read more

Universal Factory Direct - Hot Tub & Pool Near Me - Portsmouth, New Hampshire

AND the kicker, it's leaking. A brand new, from the factory tub, leaked 15 gallons of water on our new floor. Please, please do not be enticed by the price. Use a reputable company that would have inspected the tub after damaging it instead of dropping it off at your place with well wishes and a prayer. read more

Wonderful to work with, made choosing & buying cabinets simple, stress free, employees are friendly!! This is the second set of cabinets we have purchased w/Joe!! Highly recommend read more

I am pleased with the quality of some of our cabinets yet others are flimsy. They were ordered 7 months ago with a 7 week delivery date. They were delayed a month which is understandable considering the current environment. However, only part of the order arrived. Months later another few arrived but the base cabinet was broken and the shiplap we paid extra for doesn't line up across the finished back. The inserts ordered never arrived. Today the last piece of the bathroom vanity finally arrived intact. Yet the replacement for the broken island came with no drawer fronts. So after paying almost $20,000 for cabinets, having to deal with broken cabinets, missing parts and pieces, apparently we are now expected to take apart cabinets and rebuild them on our own. I'm extremely disappointed with both the quality and the service. We are still missing pieces as of today. This delayed our kitchen project by 5 months! I was patient because I have a very clear understanding of what the supply chain looks like but this is simple negligence. I do not recommend. I'd love to show a photo of my completed kitchen but unfortunately I cannot. Still waiting. I've requested a discount for all of the delays, missing parts etc and have been offered nothing but compensation for fixing the broken island box. Sadly underwhelmed and still incomplete with have no island leg! Unbelievable. read more

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Find a better business. Put a deposit down for a hottub back in March, delivery kept getting pushed off. We were told our deposit was refundable. After our texts & calls were unanswered we decided not to do business with them. Now being told our deposit is NOT refundable. Shady. And the owner's response was "". RUN AWAY from this place... read more

My experience with this company has been nothing shot of a nightmare. To begin with, Jake is very attentive when first meeting. He seemed to be very knowledgeable and precise during consultation. Once our payment was processed it was like someone flipped the switch and he was the most difficult, incompetent and downright rude person I've dealt with in a very long time. Below I will list all of the errors and expenses Jake and eventually Joe has caused us. 1. During consultation we informed Jake that we already had a 30" farmhouse sink that we purchased. Jake acknowledged this and we trusted his expertise in accommodating this into our design. Jake ordered a 30" sink base. 2. Once cabinets came in 6 weeks later, we realized it is impossible to fit 30" sink into 30" base. After research we realized a 30" needs to sit in minimum of 33" base. We called Jake FIVE times over the course of FOUR days along with emails and ZERO response. I had to then escalate to Joe to get a response. 3 Joe put up a fight and Jake wanted us to "make the sink fit". So unprofessional. After a lot of back and forth and countless days Joe agreed to send us a 33" at their cost. 4. Joe promised expedited shipping and that cabinet will be in our home no later than ten business days. That was June 5. Today I received a call from cabinet makers that our cabinets will not be arriving until JULY 1! 5. We now have lost our $1000 deposit on our countertops because we were set to have installed weeks ago. Along with set backs from electrician and carpenter. Keep in mind, Jake STILL is not answering our calls or emails. We trusted this company will a major renovation and are so upset and honestly angered from all of the time and money lost. What was supposed to be our first major renovation has turned into a total nightmare and Universal Factory Direct is nothing short of disrespectful and unreliable. DO NOT give them your money. Look elsewhere. Once you pay, they will give you the run around and cause nothing but headaches. Shame on you JOE, JAKE and Owners (of which Joe told me we're "out of town" and "impossible" to reach. Sincerely, A deeply unsatisfied customer. read more

For the money, you can't beat these cabinets! I was able to get cabinets AND all new appliances for far less than anyone else would have been for just the cabinets. My order had a couple hiccups (one door came with frosted glass, not clear; a corner unit that was supposed to have a lazy Susan did not), but these things were remedied by Joe and his staff. I would recommend, and definitely use again. read more

Good cabinets at a reasonable price. I had a pretty small kitchen 10x10. I bought a total of 13 cabinets at 3400 delivered to Boston. The price was pretty much half what everyone else was asking. The problems I had were some cabinets came damaged, some had the wrong hinges, some draws were not properly assembled and the wrong toe kicks were sent to me. All these small things caused me delays with install and brand new cabinets shouldn't show up damaged or missing the correct hardware. Overall not a bad experience but could have been a lot better read more

I don't even know where to begin. I understand these are trying times, but I also understand how to treat customers with respect. We were guaranteed our cabinets would arrive in 2-3 weeks, and they didn't arrive until a month later. Once they took our money, no one seemed to be able to answer a phone call or an email. Andy, our "salesman", called us two days prior to the original delivery date to again, guarantee the cabinets would be here on-time. Delivery day comes, Andy emailed at 8:30am to say the delivery never came in. We never hear from Andy for the rest of that week, while we continued trying to communicate with him. We tried to call multiple different numbers listed on the website, which led to no where. We finally got in contact with the warehouse manager...and HE proceeds to tell us that our cabinets were never shipped. We were told there was a $75 discrepancy between them and JSI, which led to them "holding" our cabinets. Still no call or email back from Andy at this point. Another 2 weeks go by of no communication, and we finally hear that our cabinets were coming in. Andy told us he'd call us mid-morning on Saturday(our new delivery date), and still, he did not call. Finally, after waiting a month for our "2-3 week delivery", Justice, the DELIVERY DRIVER, called us at noon that day to tell us he was just leaving the shop with our delivery. He shows up, and he is alone, so not sure why we paid $250 for a delivery charge. The back of the box truck had our cabinets in it, not strapped down, no drawers taped shut, no wrapping on the cabinets, nothing in a box. Wasn't quite expecting that for our brand new cabinets. With the amount of the lack of communication we experienced, it came no surprise that the color of the cabinets we ordered was wrong. Apparently the style of cabinet we ordered wasn't available in navy blue for uppers or bases, only for islands. Had this been explained to us a bit more in detail, we would not have purchased these cabinets. We were under the impression the entire time that our cabinets would arrive in a navy blue color that we requested multiple times. Never was it fully explained to us how the styles and accent colors of cabinets correlate. So we tried to work with them to see how they would rectify this situation, and he told us that for an extra 3 grand we could have the other ones shipped to us in 8 weeks with no refund for the other ones. This whole ordeal was not worth our money and time and we are left feeling very unsatisfied with our experience. read more

Don't buy a hot tub from these people unless you want to be taken for a ride. Although the price seems good and it appears to be quality, find someone else who sells these brands if you really want them! I special ordered my tub. 3-4 weeks became 8. Arrived with problems from day 1 and now we can't even get a phone call answered! Handwritten receipt is a joke! Totally unprofessional people. They told us they service them and now refuse to come or even answer the phone. What good is a warranty if you can't get the dealer to actually answer you? This guy is a total con artist! Beware!!! read more

The direct experience started out well enough and we like the product, mostly. However, they have - by far - the worst customer service I have ever dealt with. DO NOT USE THIS COMPANY. My husband and I tried to get more cabinets but you have to call to make an appt. We have now called, emailed, etc. more than 8 times and NO ONE has returned a phone call. I wonder if we bought illegal merchandise. For that reason alone I wouldn't use them. It's a good thing we didn't have a problem. They lost business. read more

The staff was very nice. My only disappointment was that there isn't more variety in colors for their in-house style. It only comes in white. Loved the price, but didn't have the dark grey I was looking for. Hope that changes! read more

This is a long, frustrating story. We purchased a spa in July 2020 and the order was Covid-delayed...not UFD issue, we understand. Finally got the spa in Feb 2021...used it...drained it June and when we refilled for reuse in late Oct we noticed a small leak on our tile floor. (Indoor tub), so called UFD to get them to look it over...obviously still under warranty. I opened the side panel, looked over all connections etc and there was no visible cause for the leak. After many, many communications, calls, texts, email, and a personal visit about halfway through this matter which is now over one month ago...STILL they have not sent a technician to look our spa over, determine the cause of the leak, and then rectify the matter to satisfaction. When we finally are able to communicate directly, it's apologies followed by we'll do this and this....but it doesn't happen. We're still coping with a leaking tub that is under warranty! What good is a warranty? And, what happens when it's out of warranty? Universal Factory Direct is out to make a sale and when that sale has occurred the relationship is over folks. You're on your own. Quite simply put...buyer beware. If they had a shred of honor and pride in their business and product, they would ensure customer satisfaction. They aren't even making an attempt at it. What a mistake purchasing from this business. read more

When meeting with Joe, I felt they cared and would be great to work with, however....after spending $7500... The day they were to be delivered, I had to take a day off of work... at 1 pm I received a call that they couldn't make it... this was unacceptable. I asked to be refunded my days pay, of course that was declined. They actually had the nerve to ask if I wanted to pick them up... When they were finally delivered, the delivery team left much to be desired, they dragged cabinets on the pavement, other items for other people were leaned against the truck and fell twice. We have since noticed that cabinet doors are not soft close, and most of all the cabinets don't even fit, cannot fit in the dishwasher. We asked for a sink base that would accommodate a farmhouse sink, knowing at least the top would be cut out, however, it won't work because the doors are too big. The wood is very thin and I am not impressed. They didn't send the spacers that will be needed. We were told we cannot order till Monday, and it will take about a week to even come in meaning my kitchen will be behind another week. This may all seem trivial to some, but their lack of giving a crap is costing me more money. They got their money, and the staff that assembled the cabinets did a fair job at best. the "false" drawers are crooked, seriously look stupid, apparently they have zero quality control or inspection prior to delivery. Trying to reach Joe hasn't worked, however, we are requesting to return everything for a full refund. If we ever hear back I will come back and add to my review read more

I couldn't agree more with the above review. We bought cabinets also. Things were O.K. up until we gave them money. After that, I couldn't reach anyone for over a week. When my order was finally ready it was wrong. Got that squared around. Eventually tried to have a bad cabinet door replaced. This is when things got much worse. It took about a month to talk with someone. I never got my door replaced. To this day I'm still not sure this is a legitimate business. Do not go near these people. You will regret it. Check their B.B.B. rating.....F N. and D. Gagne read more

Recently purchased a South Seas spa from this company. Felt it was a fair price & decent quality hot tub. People seemed easy to deal with. We live almost 3 hours away, but are frequently in that area with the in-laws. My wife looked at the tub one week, we picked it up the following weekend. When picking up the tub we made an appointment to which the 2 owners did not show up for. One of the warehouse people was able to do the paperwork. Upon filling the tub, water started running out. Noticed one of the plugs to the pump was not there. Searched all the paper work & boxes--no plug. Messaged them, told them what happened. Communicated back & forth few times, Once we asked them to send the plug we got complete silence. 24hrs later after few more messages from us they finally responded & said they would send the plug. 10 days later I finally get note from the postmaster requesting payment for the plug. WTF, They sent it COD. ?? Seriously. ?? We now have a hot tub that was supposed to have 3 years parts & labor warranty. I have zero faith any of that will hold true, not to mention if the factory can't instal a plug or at least include it in the tub somewhere, how is the quality on the rest of the tub. Like many of the other negative reviews on here they seem nice until they get your money, then when an issue comes up they disappear. Such a shame too, we are finishing our basement this winter and with the bar area we planned on a row of cabinets. We will NOT consider Universal Factory for those cabinets. Also, my son just signed papers on a house & first task is a new kitchen. We will NOT be getting them from this place either. This is one of the worst companies I've seen as far as service after the sale. Definitely do NOT recommend these people at all. This one one of the true buyer beware type of situation. read more

I tried to get a kitchen cabinet quote from them for over a month without them ever sending me even the roughest of estimates. I sent my drawings with all the measurements to see what they could do and they responded to my emails vaguely and at long intervals. They even asked questions that I'd already answered a few emails back before waiting another few days to respond with another version of "I'm hoping to get to this tomorrow". When I told them I was about to order cabinets somewhere, but was still hoping to hear from them, they ignored my email entirely. I've had friends who had good experiences with them, but apparently they prefer just to receive a list of cabinets. I'll give them two stars since there were two cabinets that were non-standard (though in one of their many replies, they asked if they could price it out using some custom line and when I said yes, they ignored me again for a while). In the end, we ordered fully custom RTA cabinets from Barker Cabinets. It was more money than UFD claims in general (though who knows what they would actually have quoted me), but still less than the Home Depot or local cabinet shop quotes we received (Barker was $8.6k, HD $12K, local $20k, UFD $???). read more

I am a home builder and needed some extra cabinets fairly quickly for a home I was completing in Amesbury. I came across this company and thought that I would give them a try as it was a small job. The principals were friendly, and seemed reasonable, but I wish I had never dealt with them. The sample fronts look reasonably well made, but I should have looked more closely at an actual build. There are a lot of ways to cut corners with cabinets. In addition to poor quality, there is no hardware or moldings included so it is really not cheaper. Thankfully I did not do an entire kitchen with them! This company buys shipping containers of cheap cabinets from China and assembles them onsite. They are really flimsy, especially when it comes to rails, walls and hinges. Delivery was also a problem as there is really no customer support after you place an order. It took me three trips there to get the cabinets. I was thankful to get out of there. read more

We wanted to update our Kitchen at our lake house, and not break our budget. Joe White worked with us to develop several layout options which would work for us. Our cabinets arrived as scheduled, and exceeded our quality expectations. They were easy to install, with absolutely no installation issues. Joe is great to work with and the pricing is more than fair, based on the quality of the product. We'll use Universal Direct for our next cabinet project! read more

Excellent service and products! We had an extremely tight schedule and everything that was promised was delivered on time! I can't say enough good things about all of team that works there. We will use them again when we remodel our island home. read more

We shopped around a lot and Universal Factory Direct had the best prices around for really nice cabinets. Joe White was super nice to work with and so very patient with us and our many questions! Go visit them - you won't be disappointed! read more

So last week I purchased a split king tempur-pedic adjustable base with a pair of mattresses to fit the unit. Today less than a week later our new bed was delivered and set up. The units were in very good condition a few bumps and bruises but nothing noticeable once set up. I can not say enough good things about Kevin and his wife who both were instrumental in making us purchase from them. The price was fantastic and over half of what a brand new unit would have cost me. Hopefully the unit will continue to function as is and there will not be any need to utilize the warranty that Kevin gave us, but should the need arise I'll do my best to update this post and let you all know how the staff at universal operates. My guess is they will be fantastic and take care of me and my wife just like they did that first day we met. read more

My wife and I worked with Zoe, one of the designers. We ordered about 20+ of the white shaker cabinets. Great quality (thick plywood, dovetailed, soft closing etc) and awesome customer service. The initial design took a little over an hour and we were able to tweak things and see a 3D layout of the kitchen. We wanted to change some cabinets the day after delivery and they promptly changed them out. Would definitely recommend. read more

We are very happy with our cabinets. Extremely competitive pricing, excellent quality and wonderful service from Joe. Highly recommended!

they screwed up the kitchen design so I couldn't use several cabinets and crown mouldings, returned the unused pieces for a credit but got no results. wonder why theyre so cheap? cabinets are made in china and theyre customer service is nonexistent. good luck with these shady characters read more

I priced out cabinets for a kitchen remodel in my house. Box stores like HD and Lowes were about 9-10k. These guys came in at about 6k. When I got the cabinets I realized why. Just about everything you can imagine was wrong with them. About half the cabinets had scratches on them. About half of them have drawers that are out of square or are out of level when closed. The skins, or end panels for end cabinets were all warped. The stain job was awful. After contacting the company about 6 times, I finally got a reply. Then nothing for quite awhile. Then the person I was originally working with was no longer with the company, and the new person had no idea what was going on, and couldn't really help. I'm still almost two years later waiting for a replacement door for a scratched cabinet. This place was easily the worst place I worked with. I've remodeled my entire house down to the studs, dealt with tons of companies, counter top installers, sheet rocker, electricians, plumbers, siding, roofers, insulation installers, etc. Universal Factory Direct was far and away the worst. Terrible product, terrible customer service, but good prices. You get what you pay for. I wouldn't even consider using them again. Every time I open a crooked drawer, or see a scratched door, my blood pressure rises. DO NOT USE these guys. ZERO STARS read more