Factory Direct Filters Reviews

Despite several really bad reviews on this company, I have not experienced any bad customer service nor have the filters I have ordered been anything but great. They are equal in quality to what I have purchased from the Big Box stores as well as Large Chain Retail Variety Stores. I have examined the filters I personally buy to see how the quality & workmanship compare to other brands...and I don't see any difference. I do believe that they need to address these customer complaints and do their best to take immediate corrective action! Ratings GREATLY effect people's decisions on whether or not to even TRY using a company or not.

Just received my 2 - 5” media filters that were supposed to fit my Trane furnace. About 1/4” too tall and had to be forcibly pushed into the furnace tearing some of the filter. Contacted customer service and was told that’s the only size they have and wanted me to go to FedEx and send them back. Sorry your problem not mine. Refused to send me a replacement even after I sent numerous pictures.
Avoid

Last time ordered a 2 pack humidifier filters. this time they gave a superseded number. I ordered and received only 1 filter. I will never order from then again.

Ordered 12 filters in August and after using the last two I had on hand from a previous order, I got two of the new ones from this company. The cardboard was so flimsy it was difficult to install the filters. The sides weren't glued and would pop off. After much work and frustration, I got them to work. Very cheaply made.

Great experience with this company. Ordered online AC filters I couldn’t find anywhere. Received within 3 business days. Perfect fit!

DO NOT EVEN GO TO THEIR WEB PAGE. IF YOU DO EXPECT TO RECEIVE EMAILS EVERY DAY AND IF YOU DELETE ONE ANOTHER IMMEDIATELY POPS UP. I HAVE REQUESTED SEVERAL TIMES THAT THEY STOP SENDING ME THESE EMAILS AND THEY STILL KEEP COMING. UNLESS YOU LIKE NUMEROUS EMAILS FROM THE SAME COMPANY, STAY AWAY FROM THIS OUTFIT.

Ordered my filters on May 27, 2021. On May 28, 2021 they charged my credit card $98.49, but i have never received an email regarding the order, when it would ship, or anything at all. The chat on the website is disabled, that's handy.

Ordered my filters two weeks ago still waiting was charged two weeks ago this company is very irresponsible and doesn’t know what the words Customer Service mean. They suck my mistake.

I needed a replacement filter for my rheem classic 90plus and could not get any answers from rheem or any one else
I went on the factory direct website and had the good fortune of mssg with Miranda G. She knew exactly what I needed and even gave me the product I'd and told me the amt of protection the filter in ? Will give me in comparison to the one I'm currently using. They are lucky to have her there in the chat helping customers and potential customers like me.

Ordered three sets of custom sized filters. Items arrived 4 days after date promised. One of the 3 orders was the wrong size. Attempted to contact the company. However, they do not answer phones on Friday or the weekend. Their chat is also disabled. Emailed them 4 times with no response. Will now dispute the charges for the defective \ useless item.

Ordered 6 MERV-13 filters....got the box from FedEx and noticed that one corner of the box was pretty "pushed in"/damaged... opened it up and the damage made it's way inside the box to every darn filter....they were ALL sufficiently damaged on one complete side...using these filters will NOT provide the air filter needed as they now do not expand to the edge of the filter holder...they are damaged...I have waited, as you requested, SIX days no and still no reply to my two previous emails. I am looking for a refund for the six damaged filters or a shipment that is prepared CORRECTLY so that any shipping abuse will not abuse the product.

Joanne

Ordered filters July 21, 2020. It is now August 19 and no filters yet. Money cleared the bank July 22. Only receiving canned responses asking for five days to respond each time. This was not apparent the first time I ordered. Blaming shipping time on Covid-19????
THIS IS RIDICULOUS

Ordered 6/25. Crickets after weeks of phone calls (had to leave voicemails) and emails (never responded).
Initiated payment cancel after five weeks.
Amazing response! Received the correct order within a week.
Update 7 Sep, 20. The response from the company still doesn't address how my voicemails and website forms were ignored for 6 weeks before canceling the payment. And I didn't follow through with payment cancellation because the order was finally fulfilled. The point was that I was ignored until starting the payment cancellation process.
Caveat Emptor.

I was waiting for more then a week to find out that my order was never shipped. Fast shipping is a lie. I have never been able to find the status of my order online despite of the link in the confirmation e-mail. Stay away.

It took about 3 weeks to receive the order which consisted of three boxes. One of the boxes was crushed by FedEx and the filters destroyed. I called customer disservice and no one answered. I left a message and it was not returned. I wrote two emails and neither was acknowledged. This is not a serious company. Stay away at all costs!



Update 8/9/20

Still waiting! I provided them all of my contact info as well as the order number so they would have no trouble finding all the info they need. I’m sure they’re diligently working it and just haven’t been able to find the time to respond.

Update 8/21/2020

I was finally contacted by a very apologetic customer service rep who immediately placed an order to ship replacement filters which arrived today. The filters seem to be about as good as anyone else’s so I’ll change my rating to four stars but they need to do significant work on timely customer service.