DirectBuy Reviews

I've been a member of DirectBuy for over 20 years. In the last few years it has steadily gone downhill. Prices are not great when you factor in shipping and handling. Orders NEVER come on time. I've had things arrive over 6 months late. I just cancelled my last order that was due to arrive early July. Now they tell me end of September but no guarantee. They absolutely do not care. I will never order again and will not renew my membership.

Not even a one star company. We felt pressured into signing during the sales presentation and were not clearly informed that we had a limited period to cancel the contract. Had we fully understood our cancellation rights and had time to think about the decision, we would not have joined. Looking back, we regret joining and do not believe the membership provided. Pressured into signing during the sales presentation and were not clearly informed that we had a limited period to cancel the contract. Had we fully understood our cancellation rights and had time to think about the decision, we would not have joined. Looking back, we regret this purchase and do not believe the membership provided the value that was promised. We paid and was stuck with over $6000 to pay off in membership.

I recently ordered a recliner 5 months ago because I have stage 4 cancer for comfort. When I first started Direct Buy around 15 years ago. Everything was great but I recently ordered this recliner 5 months ago, the customer service was horrible. Been waiting on this chair to make my life easier. If you are sick and ordering from Direct Buy, I highly would recommend that you don't do this. Horrible customer service.

I have been a Direct Buy member for at least 20 years. It was great when they had showrooms and you could actually shop through the catalogs. In 2015 I used DB almost exclusively to renovate a casita into a VRBO property. From appliances, granite, fixtures, furniture, door handles, outdoor furniture…everything. It was a great experience and I saved thousands of dollars. Then the showrooms closed. Then it was sold. Then vendors, great vendors, started dropping like flies! I am officially done with this company. Last year I ordered two nightstands that took months to arrive. They were Hooker Furniture bachelor chests. Retail for over $2500.00. Direct buy was half but with all the fees, shipping and delivery they were $1700.00 a piece.

Bought Fieldstone cabinets thru Directbuy, due to poor workmanship and little or no quality check prior to cabinets being sent out, I had stain runs and chips/scratches. Fieldstone and Directnbuy sent pieces and expect me to be a master cabinet builder to remove and replace mounting boards/cabinet hinges myself. Also, their replacement parts are a different shade of stain so the cabinets are two tone in color

I would not join. They are promising significantly reduced prices, but they don't tell you about the shipping costs/freight charges. We ordered two chairs from Ashley Furniture through Direct Buy over 2 years ago. They told us initially 6 months on the order. Then they told us another 6 months. We are over 1.5 years waiting on the product. Direct Buy says they are on backorder. We called the local Ashley Furniture Store.... they said they could have them at our house in 10 days. No leadership will return a call. DO NOT JOIN. They used to be great BUT NOT ANYMORE.

Updated on 12/21/2023: This is to give an update on the review I already left. DirectBuy responded to my inquiries about my large hardwood flooring order. DirectBuy lied to me and told me that Armstrong Flooring never shipped my order because they let their sales certificate expire. I filed a complaint against Armstrong (AHF Products) with the Better Business Bureau. I just received a response that Armstrong never received the payment for my order from DirectBuy and that DirectBuy has filed for bankruptcy. We now have no flooring for our new house and we are out almost $19,000. DO NOT order anything from DirectBuy, most likely you won't receive it!

I recently ordered a new fridge from Directbuy. I was promised a delivery date only after I placed the order. I placed the order but I am still waiting for any information regarding a delivery date. Originally I was told up to 6-8 weeks but was told there are some in stock so it should be quick. I am currently 12 days in and I have zero information regarding my purchase. We needed a new fridge when my 7 year old fridge died and needed to be replaced. We are currently using our camping cooler to get by. Every single retailer offers a delivery date even before I place the order.

I recently had the pleasure of ordering custom blinds through DirectBuy's concierge service, and I must say, the experience was remarkably easy. The level of personalized service and efficiency provided by the concierge associate was exceptional and exceeded my expectations. From the moment I initiated contact, DirectBuy was attentive and responsive. They understood my need for custom blinds and offered a variety of options that catered to my specific requirements in terms of style, material, and dimensions. Their expertise and knowledge in the area were evident, making the selection process much simpler than I anticipated.

I've been a member of DirectBuy for around 12 years. I didn't have a problem with them in the beginning. Customer service went above & beyond to help when they closed the location near me right after I joined. Now, it's a different story. I ordered a sofa & loveseat in October of 2021 & still have not recieved it. I could barely get a return email before reporting them to BBB. After reporting them twice, they did offer a small discount since it had been almost a year since I ordered. I get an email almost monthly saying the shipping date has been pushed back one more month. I have spent a fortune on this membership & yearly renewal fees. If I get a refund now, I'll have to pay more for the furniture & will have lost a small fortune I've given this company. Do not waste your time & money on DirectBuy. This company is absolutely pathetic now.

We have been with this company for about 12 years. Hadn't ordered in quite a few years but purchased a new house and needed new furniture. The delivery company delivered our dresser to the house, but refused to bring their truck up the driveway. It is quite a long distance to the house. They carried it upstairs and hurriedly walked out. Had my son "sigh" on a phone that the item was delivered. On the small phone screen there was nothing else written. My son went up and took the cardboard off the dresser and it was damaged. I now know why the delivery people were in such a hurry to leave.

I’ve been a member of DirectBuy since 2011. I’ve several reviews from long time members and we all seem to be having the same experience. Selection has substantially declined and service is horrendous. In 2022 I bought a couch and a buffet both at decent discounts. The deliveries were subcontracted to NDS (National Delivery Service), which incidentally is now part of HUB Group. I paid for “white glove service” which means they deliver it to inside your home, to your room of choice, set it up, and remove packing materials. NDS subcontracted to some fly by night trucking company who left my 225lb buffet in the lobby of my building, never called me to inform me they were in the building and never got a signature on the delivery. I had to do all the work to get my buffet installed in my apartment.

Ordered 4 piece bedroom furniture Aug 3, 2021 and our last piece is at their Calgary warehouse now...Aug 17/22. We’ve been to Calgary twice now (6 hour round trip ea time) to pick up the furniture and the furniture has been either damaged or missing each time. It’s so very frustrating as you can never talk to anyone of authority at DB that can make some decisions and emails don’t get answered for weeks on end. This one night stand has been ordered 3 times now! I’ve been dealing with DB for over a year about this furniture and you’d think someone would have the courtesy to get back to me so we can discuss who's going to pay for this delivery, because I’m not making another 6hr trip! Still waiting for someone to phone or email about this! Unbelievable!

We have been members for about 20 years. Early on the stores were great, the service was great and the prices were REALLY great. Seems like the new owner is cashing in on the Brand. We ordered a new range in March 2021 - after 6 estimated delivery dates - we cancelled - got our money back (which they did not guarantee) and got a new one delivered in two days - at close to the same price. Broadly the selection is much reduced and prices now are about Amazon. For the first time in 20 years we will not be renewing.

Do not purchase anything from DirectBuy (DB), especially large purchases. Their sub-contracted vendors are the cheapest, lowest quality they can find so DB can keep more profits. I purchased thousands of dollars of flooring, was forced to pay hundreds of dollars to use their shipper, and this inept company in western Virginia [NonStopDelivery (NSD)] damaged almost 1/4 of my order...The boxes fell off the truck because they were not packed in shrink wrapped pallets like I was told they would be and the planks chipped. Now, no one from DB is resolving my complaint. Consumer Affairs, you need to alert consumers that BOTH of these shoddy companies should NEVER be used.

We joined DB back in 2004. Several of my family and friends joined based upon our experience. Then DB closed its brick and mortar and went into bankruptcy. They have been going downhill ever since. We continue our membership because the annual fee isn't that much and we occasionally find something at a good price. Most of the items are not really discounted anymore, but some of the luxury furnishing are still less expensive. Their customer service is horrible. So, hopefully you don't have any problems with your order. If you do, expect them to take weeks to resolve it, keep you in the dark throughout the process, and never return your calls.

I am writing this to protect other people from becoming an other victim of Directbuy. This company is a scam. Don’t waste your time and money with them. I paid $5000.00 for my membership but when I realized that I was actually paying more when buying from them than from retailers I canceled my membership. Of course they didn’t give me my money back. They are liars that will rob your money.

DirectBuy are bunch of liars, cheaters, stealers with high power tactics to sign up their customers in membership and charge you $ 5000 like Timeshare business... Once signed up their membership, they blackmail you if membership is cancelled as they threaten to ruin our credit history... We never bought anything from their any of their so called store as we felt their business practices were unethical, unprofessional and illegitimates... We strongly suggest that Canada/USA regulatory authorities should look into DirectBuy business practices and bring them to justice as they have ripped lots of innocent people of their hard earned money..!!

I've been a member of DirectBuy since 2015. This year, we decided to remodel a few bathrooms in our home and to also replace some furniture. We placed several orders for items from different vendors through the DirectBuy website. My dissatisfaction is with the estimated delivery date that DirectBuy publishes after you place an order, the lack of transparency around this information, the lack of systems in place to keep this date updated, and the poor customer service experience when expressing my frustration.

I would like to thank Crystal, in the Escalations department. Crystal is an outstanding employee. Crystal went over and above to help me with these orders. I would give her more than the highest rating score. Crystal was not the first person I talk to about these orders. I called a lot.

I have been with DirectBuy for over 10 years. I used to be able to go to a store in Gurnee, IL to check prices on things. So I knew what the wholesale price was. Now their prices are not wholesale anymore. They are most of the time higher than retail. I would not recommend joining DirectBuy anymore. They have been sued for being a scam, they lost to the tune of $500,000, and now they are trying to get it back by selling retail, instead of wholesale. The refrigerator I was looking at was $1844.00 on Direct Buy, and $1797 at Lowes, $1699.00 at Home Depot. Go buy retail, and save the Direct Buy yearly fee.

I have been a member since 2007 and for the first few years I was an avid supporter of DB. Once they started closing brick & mortar that was the end. Pricing has been better in the open market once you add all the DB fees, orders go unfulfilled and now shipping is a new way of profit for DB. Example of orders that go unfulfilled- I placed an order for a $800 sound bar which had a retail rice of over $1000. in October of 2020, I received four shipping delays on the item only after I emailed them every time first. The final delay caused me to cancel the order because the new shipping date was now going to be end of May 2021. Seven months later the price on street was now the same so I cancelled.

In January 2021 we ordered 4 tables, a sectional sofa, 2 chairs and 6 barstools. 2 months later, we have received the tables, 1 with damaged leg that DirectBuy has not provided resolution. The barstools had to be cancelled due to DirectBuy not being able to define a delivery date. Originally 4-6 weeks turned into 3 months, turned into "we don't know". The sectional sofa and chairs originally had a delivery of March 17th, with a new expected delivery date of May 30th. Will not place another order with DirectBuy and I would recommend that nobody else does either.

At one time, we referred customers to Direct Buy monthly. Our recent experience has been nothing but frustration. When contacting concierge, no one has an answer, they promise to call back but no one does (twice in past 3 months). We are planning kitchen renovation and could not use DB. The rep called us once to connect originally and never initiated another call. After two months, we have four cupboard doors sent to us but no design or quote to for compare with other vendors. They couldn’t even give us an estimate.

We were have an exasperating experience with our order for an entire kitchen of appliances. We were given a date for delivery and it was changed four times! Finally we had to cancel the Direct Buy appliances and we requested a refund on our membership. After about 12 calls, often people were supposed to call us back and did not. Crystal helped us in one call. She was professional and you are lucky to have her! She took care of all our needs. After she refunded our appliances, she refunded our membership. She even continued our membership through August, since we had a long history of being a member of DB. After Crystal helped us, we may reconsider and rejoin in the future! Stephen ** Member# **

We joined DB in 2009. At best it has been a mediocre experience. They claim “wholesale prices” which On occasion is true BUT after adding the “handling” and shipping fees you may be able to find the same item cheaper elsewhere. With a bit of wrangling you can get them to lower the quote, but it ends up being a lot of work between emailing back and forth and providing your Backup documentation. In general we have ultimately saved money but we’ve also have rehabbed 3 homes in that time. Unless you plan to do something similar with an investment that n the hundreds of thousands don’t consider it. DB closed its showrooms and filed for CH 11 which was no surprise.

Crystal helped me out with an issue with an incorrect item. She was ALWAYS courteous and polite and went out of her way to fix the issue. She always followed up with me and did not give up until the issue was resolved. Amazing customer service Crystal. Thank you:)

I've been a DirectBuy customer for a few years. Watched them close their local catalogue centers. I have saved money on purchases through including office furniture, appliances and a couch. Some items I purchased needed warranty work. DirectBuy sent me instructions on how to ship my items directly to the manufacturer. When the repairs were complete, DirectBuy sent the items to the wrong address. So my repaired item has been sitting in a warehouse for two months. DirectBuy states they are working on getting it to me. The delivery company is saying they have no change orders from DirectBuy and cannot ship the item till DirectBuy pays for it. In the meantime, DirectBuy does not answer emails and phone calls get nowhere. I requested to speak to anyone in a supervisor or management role. Amazingly, no one can put any of those people on the phone.

I had purchased numerous lights on DirectBuy website. Every time I checked out the they would charge the price of the item + tax with statement of ZERO shipping charge + Zero service charge. Now I noticed that they adjust the amount charge the next day or so to almost ONE THIRD of the charges. I called and asked how they can add onto the charges, and they state they apologize, but they do not know the shipping charge till know zip code. I informed them that many sites have a zip code shipping calculator on their check out site, but still, why do they still state ZERO for delivery charge when they are going to add it later, as well as, a handling charge. They NEVER indicate on checkout that there will be additional charges.

Every order...never once arrive on time...give you a date...and then doesn't arrive... Delayed 2 weeks...then doesn't arrive...delayed again...sure blame COVID...that's the easy thing to do. No wonder this company went outta business already. LAAAAME!

I am surprised that this company is not out of business yet. The complete lack of organization and non-existent customer service makes any purchase both frustrating and painful. Once you are trapped into joining 'The Club' then you tolerate the poor system and services to try to recover your initial outlay. I purchased an Espresso Machine through their online portal. It was suppose to have a 2-4 week delivery. It is now over 2 months and I cannot get an answer on a delivery date. I keep reaching out and cannot get a reply. I guess I will see how long it takes for a refund!!! Yes, prices are good for the limited choices of products they have access to. However, if you shop you can find sale prices online for the same or similar products that are very close....the difference is that the other retailers will communicate and deliver in a timely manner. If you're stuck like me, keep your fingers cross that it will get better.

I have been tracking an item that has been in my City for almost two weeks. I am guaranteed a delivery and it never happens. You must call customer service to track every shipment as your account is NEVER updated online. They delivery dates are just a guess... Shipment is never confirmed... People answering the phone have no idea what they are doing and it takes them weeks to get your refund (if they allow it). I have items in my account that I have had in my possession for over a year and it still says "call for status". The frustration and follow up required are not worth the savings.

We had a DirectBuy membership for a long time, but will not be renewing it. We recently bought an expensive Bosch appliance and it arrived defective right out of the box. DirectBuy did not provide any sort of support or assistance whatsoever. We were told to deal with Bosch, but since it was defective out of the box, Bosch kept directing us back to DirectBuy. Eventually, after several weeks, we were able to reach a resolution through Bosch (although not a very good one). But what was really surprising and disappointing was the lack of concern or even the slightest bit of help from DirectBuy’s end. Any other store - even Walmart - will let you return items that are defective. Meanwhile DirectBuy charges extremely high membership fees and provides zero customer support in exchange.

I have been using DirectBuy and their travel for years. I bought an prepaid for a travel certificate in late May 2019. They have a 1 year expiration. Because when Covid hit I had given no thought to travel. I went online today to find the certificate had expired even though there is still no idea when you will still be able to travel internationally. I contacted them and was told since it was purchased in 2019 they were not going to do anything for me even though it still could not be used. Their response is I should have booked something then let it be cancelled is the only way I could have gotten an extension.

Several years ago we purchased Diamond Cabinetry for our kitchen and laundry room from DirectBuy. We love our cabinets and were totally satisfied with every aspect of our purchase and delivery of them from DirectBuy. Recently, several of the soft close hinges have begun to fail. We contacted DirectBuy via email and received an immediate response from Melinda** of the Cabinet Design Team. Melinda immediately contacted Diamond for us (even though DirectBuy no longer carries their product). Within a short time, we received the hinges.

I've been a DirectBuy member for 20 years and they have quality products. I used to feel that it was easy to find products, and then I used to feel that their prices were better than what you can get in the stores, but over the past five years, I do not. And I think it's very hard on the internet to search for different things and products. My wife said they don’t have good filter. I didn’t use the word DirectBuy, but she knows who I'm talking about. So, she knows that we have so much trouble. I get more competitive pricing. I just don’t think that you get that discounted rate that you used to get. I can go to Lowe’s and when something is on sale here, I get a better price.

We've been members of DirectBuy since 2002. We've purchased appliances, furniture and kitchen cabinets. We've done cabinets on our kitchen, laundry room and bathroom. Everything that we have purchased is of excellent quality. I tend to go into looking at the online catalog and go through things. But sometimes I struggle particularly with items like a couch or chair, where it's in the best interest to be able to know whether you can sit in it. It's not the quality anymore, but now it's whether if it's comfortable. Usually, what I try to do is find out if I was interested in a product, then I try to see who sells it and if it’s a furniture store nearby that sells that product, then it gives you an idea of what you're purchasing.

Response was good but shouldn't have to go thru you to get information that should be on the website in the first place. I had the same question on many more of these items but don't want to go thru this process for each of them. Product dimensions should be on the website.

We've been DirectBuy members for 15 years now. Back then, becoming a member sounded like a good deal. We bought a whole house full of furniture from them. We remodeled a house using their products and furnished a condo using all of their furniture. So the membership has paid off in the long run. However, we used to go into the showroom and look through the stuff and now they don't have that which is disappointing.

About 20 years ago, I was a DirectBuy member, back when they had a showroom. I had a brand new house, and I needed everything. Initially, I had a 10-year membership. We just recently moved and I thought we should become members again. So, I became a member again and I found out about their new system. I purchased furniture, window treatments, appliance, and lighting from them. They've got great quality.