Factory Plus

Purchase a 65inch LG G4 OLED TV , was a little concerned buying online - but the service was great, Marcelo looked after me , delivery was only $60, Tv was advertised with carton damage , it arrived promptly and worked Beautifully, very happy with my purchase and the service from Factory Plus Campbelltown. Matt

Extremely disappointed with my experience at LG Factory Plus Thomastown during a laptop purchase. From the start, I felt completely disregarded as a customer. I had to wait 3 weeks for my refund with no proactive update from the store. I personally chased them up, and when that led nowhere, I even contacted their main branch directly — only to… Read more

have my concerns completely disregarded there as well. On top of that, I was given false information multiple times, with promises that were never kept. This level of dishonesty and poor service is unacceptable, and I would not recommend this store to anyone considering a purchase.

Bought an LG dishwasher, the cutlery basket was damaged and they agreed to replace. However as time as gone on it had appeared the machine had an internal roach issue with many small roaches observed to come from the machine, tried spraying and… Read more

dealing with it ourselves but we can resolve it without pulling it apart and ruining the integrity of the product. Tried reaching out to customer service and they were unwilling to help acknowledge the issue. We have never had these kind of bugs before and they are literally nowhere else but the dishwasher. I personally witnessed the orange grove factory and saw the way the products were stored it is likely that many of their products would have the same issues I would not recommend ever purchasing from this company. Yuck!

Do NOT trust them! I ordered a router that was listed as 'in stock', after repeated calls to see when it would be sent, despite them having marked it 'completed' (and their diversionary promises to call me back, which they never did) I have gotten… Read more

to the point, 2 weeks later, where I will be reporting them to both consumer affairs and my bank if it isn't sent today (as they promised on my 3rd call to them!)

Follow Up Post: It finally arrived today for me to discover it was falsely advertised by the seller. The photo and description was of a non-Telstra AW1000, new, in a 'damaged box'. what turned up was a second hand Telstra router (still with the Telstra SIM in it!!!), no manuals, still locked to Telstra! Naturally I have demanded a full refund and if it isn't given promptly I will be raising it with consumer affairs.

Followup 2: They eventually sent me a return label and refunded the monies (and also apologised for not checking the item)

AVOID THEM unless you want to buy something that last for a short period - that is assuming they honour their own warranty! I bought a LG TV from them after repeated assurances that it was ONLY carton damage and NOT seconds. I paid extra for that… Read more

assurance. In 4 Years the panel completely stopped working. I contacted LG to complain as they usually cover or replace if a main part like the panel fails within 5 or even 8 years. After checking the serial number they said it was refurbished and as such they will not replace the panel. When I contacted Factory Plus with the information, they simply said their warranty is only for a year and they are not responsible. I learned my lesson the hard way. I wish I read more reviews first.

Had a great experience at Campbelltown Factory Plus. Nicole was absolutely lovely—friendly, patient, and genuinely helpful. She made choosing the right washing machine so easy, and I never felt rushed or pressured. Really happy with the service, and I'd gladly go back."

I cannot speak highly enough for Marcelo from the Factory Plus store in Campbelltown. I found Marcelo to be extremely knowledgeable, helpful, obliging and very professional. My experience with him was exceptionally positive and pleasant and I would not hesitate to recommend Marcelo to anyone wanting to purchase household goods at an affordable… Read more

price. I can guarantee that he will treat you with utmost respect and he will definitely go out of his way to please his customers, nothing is ever too much trouble for him. You will certainly receive good, honest service with a smile from this gentleman Keep up the great work Marcelo! Thanking You, Kind Regards, Donna Keller ( Hamlyn Terrace NSW)

Realised our fridge was dying on 22/12 and only cooling to 11degC. Found a 847L LG and bought it, but realistically did not expect delivery until after Christmas. However, Dave and Marcello from the Campbelltown store came through for us and worked a miracle. The new fridge arrived at our place in the Blue Mountains at 8am Christmas Eve. 4 hours later and it is running well and our food is safe. Thank you soooo much!

If I could leave a minus star I would. There absolute liars and thieves. They tell you they’re brand new only damaged box or a scratch and current model. My waging machine and dryers broke a years after use. They said they were Brad new only a transit scratch etc….theyre all refurbished,not brand new at all! Mine were 5 years old!!!! At the timeI… Read more

bought them!!! a technician asked me how long have you had this I did one year he said they’re 2020 models! I felt sick! Stay away at all costs.. they take the serial numbers off so you can’t check but they left one in the drum on mine and it’s actually a 2019 model..they say they take them Off because LG make them But it’s so you can’t check when it was built so they can sell you one 6 or 7 years old

Terrible service! Our fridge broke after owning it for 3 years, I reached out via email. Got no response, called and spoke to a service representative who said they’d be in touch within 24-48 hours. Multiple follow up calls, 6 days later when I threatened to contact ACCC they miraculously had a repair quote for me with a technician available the… Read more

following week - completely unacceptable. They advised they “made multiple attempts to contact me and could I review my contact number”. They had my number and email correct and I had no missed calls or emails (junk, spam or otherwise). Do not use them.

Not a great experience with products or customer service. I ordered 2 segway E10 scooters and have had issues with both since I got them. One completely stopped working so it was sent off for roughly 2mths to be fixed. Was told its fixed so I got it back to only have the same issue of it not working at all once again. The other scooters charge… Read more

might last 5, 10, 20 or 30mins after my daughter using it in our street. It can be completely charged and she ride to the end of the street then its flashing red and needs to be chraged again. I continued to ask for assistance and the customer sservice tasks days if not weeks to get back to me. Im now wanting a refund as I believe both products are cr#p. Pretty poor customer service and product

I purchased an LG GF-L570PNL 506L Slim French Door Fridge Non-Plumbed from Factory Seconds. I paid for delivery to Newcastle. Transaction was smooth and delivery service was really excellent. Had great customer interactions with Tracey over email. She sent me clear images of the amount of dents on the front of the fridge and I am very impressed… Read more

with the LG fridge.I had focused in on this model from LG as it fits in the old smaller fridge cavities and has ice and water in the door which does not require plumbing. The fridge is actually taller than I expected so the hinges at the front block the doors of the small cabinet over the fridge hole so I can't use those anymore. I should've measured height as well. Layout of the fridge is not as flexible as some of the LG fridges but it does have a small shelf that can be slid back to have a section for taller items so that's handy. Other than that all your tall things go in the door. So now the negatives. I did enquire as to whether the fridge was a new factory second. I was told it was but that it wasn't covered by LG warranty and the only warranty was a one year back-to-base. I weighed up this as the delivery fee was $150 to Newcastle, any repair would cost me $300 to send the fridge in and get it back home. I went ahead on the basis that my old LG fridge is still going strong after 15 years and has never had an issue. I don't actually believe that this is a new factory second fridge. The fridge had internal marks that make me feel it is a used fridge (lightly used only) which has been returned. This is concerning as that is not a factory second but a fridge that may have had problems. I am hoping that any issues have been repaired and fingers crossed it will be as reliable as LG fridges are. The thing that is very off putting is that the serial numbers have been removed so there is no way to track down what the issue may have been with the fridge. If it was an actual factory second there would be no need to remove the serial numbers however if it was a "repairable write off" it would make sense that the serials are removed. I love a bargain and have no problem buying older outdated models and dented stock and this was very discounted. But in hindsight I may have been better off going to the local HN factory seconds place. I'm sure I would have paid more but I don't think they routinely remove serial numbers.

Purchased product: LG 65" TV worth 1,488$ Purchase Date: October 20, 2025 I am writing this review after seven days of attempting to complete a transaction that has devolved into a case study of poor business practices. Avoid this store unless you are prepared for constant hassle, conflicting information, and zero communication. 1.… Read more

Bait-and-Switch on Fees My purchase was immediately complicated by an attempt at a bait-and-switch.

The website advertised free pickup, but after purchase, I was cold-called and told I would have to pay an extra $100 to pick up the item (a 45-minute drive for me).

When I chose delivery instead, I was quoted $250. I had to provide a screenshot of their own website showing the correct price was $159 before they would accept it. I paid the $159 delivery fee on October 21st.

2. Complete Failure to Deliver or Communicate After paying the delivery fee, all communication ceased.

No Tracking: I still have no tracking number as of today (October 27th), despite being promised one repeatedly.

Non-Responsive: The branch refused to answer calls. I was forced to use WhatsApp, where my urgent questions were met with vague terms like "dispatched shortly."

Missed Promises: I was told a salesman would call me today (Monday) when the stock arrived; that call never came.

3. Forced Refund and Escalation Because the company failed to provide a delivery date, a tracking number, or any proactive communication, I formally demanded a full refund for the TV and the delivery fee.

The store's response was a last-minute, non-committal promise that the TV would arrive in 1-2 days—a promise I cannot trust given the last week of silence and misinformation.

Action Taken: I have demanded a full refund by Wednesday morning. If the money is not received, I will be filing a formal claim with Fair Trading and initiating a credit card chargeback.

Summary: This store took my money and failed to deliver the product or provide basic customer service. Their logistics are non-existent, and their communication is misleading. Do not risk your time or money.

De Longhi heater purchased: Then begins the comedy of errors from Factory plus. A. I had to accept a heater they offered because they sold me one they actually didn’t have B: they sent a heater without the remote. As I clearly investigated and sent a pic to confirm. They argued the remote had been included. They send a courier to collect and I… Read more

pack the heater back up in the box it came in. When I checked on my refund Factory plus send pics of the heater IN A DIFFERENT BOX with the remote loose in the bottom and say I sent back the remote and the heater. Got partial refund and they charged me for freight.

Nightmare!

If I could give this business negative 5 stars I would. Avoid this retailer at all costs. Goods are falsely advertised, price increases when enquiring, serial numbers removed off products, refunds policy is never disclosed at time of purchase. There is nothing nice to say about this shop or its sales staff. I had purchased a TV advertised as "NEW… Read more

Carton damaged". Like other seconds shops they come with 12 manufacturers warranty. The TV was in another series box upon inspecting, yet the advertisement is displayed in the appropriate packaging associated with an LG C4 TV and enquiring they tested their luck by increasing the price on facebook marketplace. I had purchased the TV and asked for a refund not even 2 hours later, to be found and hit with a 20% withholding fee for restocking purposes, which the TV was never even shipped was still sitting on floor. Refund policy was never disclosed at time of sale! And not even mentioned on their website 20% charge.

Diving deeper into the situation I had asked for a serial number for the TV to do a warranties check with LG to see if the TV was actually brand new then rather going of face value of their lying staff looking for sale. I was informed "serial numbers get removed from products from LG when they get sent to seconds dealers". After loding and dispute with Fair trading and contacting LG have told me that serial numbers remain on the product for warranty and claims checks. So was lied to by staff.

Over a week and half later of going back and fourth with emails to chase my refund in full with the lidcombe branch. I have to loose $200 out of my refund after spending over $4000.00

Avoid this place at all measures brand new items are not new at all. They are refurbs. Serials numbers are pulled so customers can't do any checks on products and they are happy to go back and forth to keep some sort of amount out on a refund. Unprofessional business and disgusting act on customers. Keep well away and read reviews before doing any online or Instore purchases of items with this company. Go to another seconds dealer.

Unhappy with response to get a product fixed under warranty – I brought an LG fridge freezer paid over $1k in June 2024, my freezer stopped freezing & my food started to thaw, trying to get a response from the technician to come and check the issue is near impossible. He doesn’t call, woman answering the phone keeps saying she talk to the technician and call me back that also never happens, very frustrating… Read more

when Xmas is around the corner & I need my freezer for family Xmas lunch, my fridge/freezer is still under warranty. Now reading all the bad reviews I’m starting to worry about this. Not good plus why is there only 1 technician??????. Furthermore I did have my freezer fixed so far so good hopefully no more issues, funny though 2 people came out as one of them was an interpreter for the technician… if the company is paying for 2 then why not pay for 2 technicians rather than 1 non English & 1 interpreter???????

The worst retailer in the country – Never seen so terrible company. Purchased item online, which says in-stock, with option to pickup from closest store and pay on the spot. Also on printed order number was stated it is good idea to create an account to be able to track. Created account, which says that nothing was ordered. Lidcombe store phone number is not responding at all. I feel lucky I has not paid. Please do not deal with them-absolute waste

Paid for a product they didn’t have and still waiting on a refund – bought a dishwasher online, paid in full including delivery cost. Tried for 2 days to make contact with them to find out when to expect delivery, only to find out they didn’t have any in stock. Asked for a refund, still waiting 2 weeks later. Website is still advertising same dishwasher as in stock. How many people are paying for this non existing produce!

Liars….. DO NOT WASTE YOUR MONEY – There’s a serious lack of transparency with this company, please save yourself the money, and the stress!! One example is that I paid one amount at checkout, but then they said I needed to pay an extra $185 for delivery. If you do give them any money and then have an issue like I did (and almost everyone else here), the people ant every store… Read more

almost NEVER answer the phone. I had to keep calling constantly before someone finally did, and even when they did, they just fobbed me off to someone else!

Customer Service Wonderful – Dave from Campbelltown store was brilliant in helping me find a great fridge. Being delivered next week and I am sure we will be pleased with our purchase. Thanks Dave for the time and effort you took to get it right.

Great service and TV – Factory Plus Campbelltown, Great service, very knowledgeable and helpful staff, especially warehouse manager Mr David W. Recently I bought their TV- LG CS 65" 4K OLED (carton damaged). I asked whether I can unpack this Tv and check everything to be sure there is no damage on it because the carton is damaged. I was very surprised when David said… Read more

go ahead. They pulled out of the box and I checked. Unfortunately, an unexpected fault happened and Tv had to be exchanged. David immediately took the decision and organised everything, two days after that I got a new Tv. It was unexceptional - Those people look after customers!!! One more special thanks to David. I would wish to have a similar experience everywhere Australia!

Great customer service so far! – Needed some laundry machines fairly urgently today and received very helpful service today in the Rockdale store. My receipt says I was served by Shaymaa... I hope this is correct. She was very professional and helpful and patient whilst I worked out what I needed. Haven't received the products yet as they will be delivered in a couple of days but so far its a thumbs up from me. Thank you Shaymaa

DO NOT BUY FROM THESE SCAMMERS – We bought a dishwasher almost 4 months ago and the 1st dishwasher was faulty and leaking everywhere. We had the same problem when they replaced it with the 2nd and 3rd. After the 3rd machine we ask for a full refund and they refused the entire amount saying that it was not faulty and we changed our minds. Luckily we have documented on video the fault and we are now taking it further. Not worth the savings we thought we would get.

Samsung dual drum washing machine and purchased extended warranty – Purchased a display model dual drum Samsung washing machine. Everything is all good until say a year later the washing machine triggers alarm on blockage on the top drum. Called samsung and can't find a S/N and the try ringing and emailing factoryplus to no response. Just plain dodgy and avoid at all costs and the cost of extended warranty is worthless as no one answers the phone. Should raise the issue with fair work Australia

Appalling. Avoid at all costs – Appalling experience. They generally unresponsive on the phone and email. So when they delivered a broken TV it took weeks till they collected and refunded me. Useless.

This is perfect – I walk in for a tv I come out with smile on my face how happy I was with them nice people inside friendly and nice to talk too I feel it very comfortable and I walk out with beautiful deal Thanks a lot Chayma

What a disgusting disappointing purchase – I received a Blanco Rangehood that I ordered from Factory Plus, initially I was so pleased to find the make and size I needed to fit my kitchen. It was advertised as damaged carton but I assumed the Rangehood would be as new., how wrong could I be., it was a used item, greasy and sticky, dented and damaged., no safety check and no fittings supplied.

why bother seems to be their motto – I have tried to buy an upright freezer online for the past 4 days without success. Tried purchasing online numerous times- can't get past shipping. Tried to do phone order, 1 outlet said, can't do phone purchases, referred me to another outlet that went straight to voice mail 6 times. Left numerous messages re: purchase of a freezer- not one email… Read more

or call back. Tried to phone other outlets- no-one picks up or as one outlet did- kept hanging the phone up. Emailed on 2 occasions-????????-no answer. Finally found someone who answered the phone- no help there either, but told me I was given the wrong information re: phone orders. Very poor service would be an understatement. If you are just outside sydney metro- don't bother. If you are in sydney metro- don't expect good service

Great Product and Excellent Customer Service – I purchased a factory second LG Cordless Handstick with Power Drive Mop from the Factory Plus Albion Park Rail online store. The handstick arrived a few days after I paid for it and discovered some items were missing from the box. I emailed them and three days later the missing items arrived.

Good product but customer service and care is poor – attracted by good products at good prices, purchased an LG UHD TV as 'factory second'. TV arrived in good condition and box was damaged, as advertised. However, freight and insurance was very expensive compared to other online retailers which was only confirmed after placing order. Also, an incompatible remote was included which was reported and a… Read more

replacement promised, but not received.

P.s. - 3 months after purchase noticed a number of issues. 1. WiFi will continually drop out 2. Video keeps freezing both on DTV and Streaming - this is very annoying as it disrupts the flow of everything you watch.

They have largely ignored my request from service and will not purchase from FP again. Very poor product and service for a not insignificant purchase. Steer clear IMO.

Fraud selling . Sold a diff model number to what they advertised and what they printed on invoice – Worst experience . Bought a samsung TV . The actual tv model number is different from what they advertised and what they printed on the invoice . Infact their lidcombe manager said you are looking for a discount thats why you are complaining. He argued doesn’t matter it is still a samsung tv , the model number doesnt matter (complete fraud).… Read more

Advertised a 9 series tv and the actual tv is 7 series. I am going to take them to court and seek good compensation.

Refund arrived eventually – Ordered an LG French Door fridge online at a substantial discount to the cheapest brand new retailer, then realised it was not the fridge I had thought it was. I wanted the door in door feature and the one I had ordered was only the single door. There is only a single digit difference in the model number. Called the Campbelltown store and was… Read more

assured I could change to the one I wanted, but there were none in stock. After a month there was still no fridge and trying to contact them (at any store) was always fraught as they mostly don't answer the phone and you are asked to leave a message. After waiting for more than 2 months with no sign of the fridge being delivered I decided to ask for a refund via email to sales and the Campbelltown store. A number of my emails to request a refund were ignored so I put in a request via PayPal which was to my amazement promptly paid. The prices at FactoryPlus are extremely good if you are happy to accept the odd ding or scratch and when I have managed to speak to someone they have always been courteous and friendly and have also offered alternatives to my chosen fridge. Because they don't know what products are going to be delivered it is a bit of a lottery getting what you want as the website is often out of date. I would suggest anyone wanting a refund who paid using PayPal, go through PayPal as that worked for me.

Factory Plus Lidcombe – I had a very good experience with Jack from Factory Plus Lidcombe with product as advertised and delivered as promised.