DirectBuy

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.

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# **

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 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 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.

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.