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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.
Direct Buy is very expensive to join and in the past they stood by their customers. Not anymore!! They offered us $7. Yes $7 on a almost $900 dresser. This company has lost all credibility. They are now a scam. They take your money and you have no recourse. Stay Away! Don't fall for their lies! Jeremy, their "Escalation Specialist" is a joke. We will never order from them again. We are going to be completely gutting our kitchen and buying a lot more furniture, window coverings, appliances, etc. Direct Buy will not be used.
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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.
I contacted HUB Group and NDS and worked directly with them to remedy the situation. Direct Buy was a bystander. My couch which was delivered to a local warehouse was “lost” for 3 weeks, meaning no one at Direct Buy could give me a status as to where exactly it was and when it would be delivered. Sad but they are no longer a 1MM member club (more like 200K) and there is a very good reason why.
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.
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.
DirectBuy author review by ConsumerAffairs Research Team
DirectBuy is a membership online furniture store that uses concierge-style consultants to make sure you find exactly what you’re looking for.
Selection: Shop hundreds of brands for accent, bedroom, home entertainment, home office, infant and living room furniture. Additionally, you can browse multiple brands of appliances, electronics, flooring and more.
Prices: Factory-direct discount prices. Initial membership fee can be put toward the first purchase.
Guarantee: 30-day money-back guarantee on memberships.
DirectBuy Company Information
- Company Name:
- Company Type:
- Year Founded:
- 8450 Broadway
- Postal Code:
- United States
- (219) 979-6799
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