Lesson learned. Do not purchase anything, ever from factoryoutletstore.com Their customer service is the absolute worst. Their employees lie. They are a “google trusted store”. DO NOT LET THAT FOOL YOU! They lied to Google also. I ordered a new headset for work. I received email confirmations regarding my headset, INCLUDING PICTURES of the headset I ordered. (identical to the one I have. I KNOW my equipment.) | I received an email stating it had shipped. Again, with the picture of the headset I ordered. When it arrived, it was NOT the headset I ordered. It was not even remotely similar. I immediately contacted them. I was advised that it WAS the headset I ordered, I let the woman know that in fact it was NOT. I asked them to please send a replacement and I would return this one. They wanted to charge me 15% stocking fee and shipping. AND make me pay for another headset to get one right away. I went several rounds with her. Got nowhere. She was extremely rude. Trying to tell me she was “helping me” when in fact all she was trying to do was help herself/the company, to more of my funds. | I told her I didn’t get what I paid for and it was their error and I was not going to pay a penalty for her error. At one point she yelled at me and said Look I’m trying to help you. Let me explain what I’ll do for you. I said fine, Explain. She starts apologizing. (ok we are good so far) She tells me that they will send me a Fed Ex label to return the other item. (still ok so far) And then she says they can get me the correct headset out right away. (and again we are with her, I”m on board) then it comes: all you have to do is provide your credit card information so we can charge you for the headset. (AND WE”RE OFF THE TRAIN OF AGREEABLE) I asked her what part of I already paid for it and didn’t get it don’t you understand? I told her I was done. I would handle it through my bank and get all of my money back. | While I was on the phone with her, my husband called them and demanded a manager. The manager then said that I was advised that a replacement headset was purchased as they no longer carried the one I ordered. Really? Because I wouldn’t notice that? And all the confirmation emails I received, had a picture and the model number of the one I actually ordered? But I’m confused. RIGHT! Bait & Switch. Plain and simple. | I started the dispute process with my bank. And in the meantime, remembered the email I got from Google, stating if I had any issues, to contact them and they would make it right. Eventually after much back and forth, they agreed to Google that I would get a FULL refund. I have it in writing. I send the headset back with their Fed Ex label they provided. Today, I see that they have processed a refund. $15 short. They lied. To me. To Google. I’m not finished with them yet. I’m getting it all back. I’ve contacted my card company and Google. And I am going to plaster warning reviews everywhere I can. | In all of this, I also found in my research they are not an authorized Plantronics dealer.