DirectBuy

As an example, we decided to purchase a new dining room set from Legacy Classic, and placed the order on July 6th of this year. The estimated delivery date provided by DirectBuy was for Monday, October 4th. On 10/3, I decided to call DirectBuy as I had not received a call to inform me the time for the delivery. The DirectBuy representative informed me that they did not have any updated information in their system, and would need to contact the vendor, and that a response would be provided to me within 48 business hours. I understood as I was calling on a Sunday and was not expecting a response until at least Wednesday. That day, 10/6, I received an email from a rep saying that they had reached out to the vendor for an update and would contact me as soon as they had one.

The next day, I replied back and expressed my displeasure in that I still had not received an update, it was already 4 days after the estimated delivery date, and the system still didn't show an updated date. I also expressed that I shouldn't have to contact DirectBuy to inquire about a missed delivery date - there should be systems and processes that keep this information updated to set the proper expectation with the customer!

Unfortunately, not to my surprise, I didn't even receive a response from the representative acknowledging anything I was expressing. On Saturday, 10/9, I again called in to see if there was any update in the system, which I was informed there was not. Again I was told that someone would reach out to me within 48 hours. On Monday, 10/11, a Merchandise Specialist contacted via email and told me she had reached out to the vendor to get an update on my order. I replied back and again expressed the same that I had to the previous rep, and that I also wanted to speak with someone higher to escalate this issue. This brings me to today, Wednesday, 10/13, and I have not received a response from anyone yet, acknowledging or providing me someone I could speak to higher in authority at DirectBuy to escalate the issue.

I typically don't write reviews, positive or negative, and I probably wouldn't have if this was the only occasion in which this occurred. But this has happened at least a few times already this year where I have to constantly check-in and play phone tag and send messages via email to get an update on my orders. DirectBuy is constantly missing on their estimated delivery dates, and I understand, they are estimates, but at least they should keep the consumer updated and acknowledge their communications. If anyone is considering joining DirectBuy, I would say don't do it. It will be a lot more frustration than it's worth, and the savings aren't that significant after you add up all the delivery, handling, and freight fees.

During this time my subscription had expired, I received no less than six phone calls from DB asking me about my renewal and when I would be doing it. I stated we were working through issues that could affect my renewal. After credit was finally received for cancelled order I went through with a two year renewal which I'm sorry I ever did. Example of pricing- I requested pricing on some very high end grill items. When I finally received the pricing weeks later and after follow up emails from me. I was once again able to purchase items cheaper on the street and this was without even adding the now infamous DB fees.

Example #3- Let's give them a chance and say it's a fluke. We want to order two ottomans for patio. We get ahold of the concierge service and ask pricing. We get base quote for items which was more than fair deal. We then ask for complete quote which means let's add the fees on. Well lo and behold we can now by it local on the street for the same price. Why because of shipping fees, first is the $40 guarantee shipping rate fee then there is the $140 shipping fee. We see the warehouse is only 10 miles from our location.

We ask to waive the fees and I can pick it up in person. Reply, "Oh this warehouse doesn't allow this". I then ask about drop ship from manufacture, "Oh we can't do that". I ask about forced delivery and not being able to pick it up this time it's a Covid issue. DB use to allow and had pick up when they owned the the B&M locations, when they closed them it was then pick up at warehouses that would change and move all over my state. Now they are forcing delivery as only way. Just another DIRECT BUY SCAM! Don't make the mistake, run if anybody even mentions this name.

We also ordered a table, stools, a beverage fridge and a microwave in January. Every item gets delayed after the stated deliver date. At this point, not one item is here or even scheduled to arrive before April and the fridge was just delayed till June 18th. Our Reno’s will be completed before our merchandise arrives. 2 years ago we ordered a Samsung range and it took 4 months to get here. Which means, if you really need it, pay the little extra and shop local. It appears that COVID is the only excuse there is and that big companies like Samsung and GE are making DirectBuy their last priority. I can pick up all those items locally in days.

While I am taking the time to write this review I might as well give fair warning that we bought into Direct Buy travel and although our original contract did not say it expired, Direct Buy changed their program and cancelled the only benefits we signed up for, the quarterly specials - it didn’t matter that our contract did not expire, they just cancelled it and offered us a new deal for $4000.00 more. My daughter got it right, “Well mom, looks like Direct Buy is firing you. They don’t want customers like you anymore." I have seen other reviews that say, the deals are good if you can stand the customer service but not even that is true anymore.