DirectBuy

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.