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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.
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.
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 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.
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.
The online website and search engine and ordering process is horrendous and of course with no showrooms the only way to conduct business. A few years ago there was an attempt at upgrading the site but nothing changed as far as I can tell. Within the past two years specifically DB’s customer service has become very poor and access to quality products and vendors decreasing. On a rent project I had issues with cabinetry and warping and misaligned doors. Neither I or two separate carpenters could not resolve the matter and ultimately DB was no help. For a year they kept asking for photos and then more and more. It was exhausting. Finally they agreed to replace a warped door and it was never received. The goal was to wear us down and ultimately they did.
We’ve also had an issue with automated shades and they were of no help. We ended up dealing with the manufacturer directly and not some of the issues have been resolved. What is very upsetting and disturbing is the outright lying that’s now taken hold. We had a problem With a leather sofa that apparently had a lifetime warranty. After months and months of “I emailed them and am waiting for a reply” and further emails of “the vendor is asking for such and such information can you provide” with no further word, something seemed off.
I did my own research to discover that THE COMPANY WAS BOUGHT AND THE BUYER SOON WENT OUT OF BUSINESS 3 YEARS AGO AFTER OUR PURCHASE. I was able to track the company’s demise and even called and spoke to the organization that acquired the inventory. I then asked DB who they were talking and emailing to and what numbers they were using. Obsolete and disconnected. What a bold lie, figuring no one would actually check up on them. Unbelievable.
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 was just asked to renew my membership with DirectBuy. I can't renew with such terrible customer service. I don't know if people are overworked, just don't care, or a combination of the two. Bottom line is that is if this is the way things are going with DirectBuy I would not recommend anyone take a membership. It will just be money you are going to lose.
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.
This is truly a misrepresentation of charges at check out and leads the customer to believe they have a certain charge amount; however, they are going to add an additional one third for shipping and handling. You pay an annual fee + paid $5,500 to join. This is a scam. You can get most of these items cheaper on other websites with free shipping and no handling fees. Why have cheaper prices then charge handling and shipping which will equal most website charges. Customer service is of no help!! I cannot see how this is legal to add additional charges later after you only authorized the charges you placed on checkout on their website.
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.
We are totally thrilled to be able to bring our cabinetry back up to perfect working order. We are very satisfied with all of the products and services we have received from DirectBuy. We highly recommend DirectBuy and thank Melinda ** for being an excellent representative of their company. We recommend that you try DirectBuy. You with be happy with the quality of the products offered and the support and service you will be provided.
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.
The company itself has gone through a lot of changes because things are changing. At one time, you were able to go in the office area and they have all their samples. But there was not as many available for you to actually go to. Now, it seems to be more and more online purchases versus going into the showroom and being able to see some of the products or displays, or looking at the catalogs at your own leisure sort of thing.
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.
I get emails that say this is what's on special which I look through. Sometimes I purchase their items on special and go through other things. Still, their website is not great. If I'm looking for something, I have to know the brand in order to look it up. If someone is doing a major remodel or buying a lot of furniture, they will definitely save a lot of money going through Best Buy.
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.
The only thing is they don’t sell fabric anymore and I’d like to get fabric. Also, I understand custom furniture takes time, but it’s been over a month and my items still hasn’t come. It’s a duvet cover and some placemats. There’s no reason that it should take that long. Other than that, I always tell people about DirectBuy. I tell them that they should join if they need a lot of stuff. If they only need a couple of things, it’s not worth it.
We joined DirectBuy when we were buying a bedroom set and found out we could buy it directly from them versus the company we were looking at for substantial savings. We purchased my son’s bedroom set that time and he still has it today. It’s good quality. We bought KitchenAid appliances on the house that we live in now, cabinets on a second level that we remodeled through DirectBuy, an electric fireplace, and we did some woodwork or something through them for some other project.
We recently bought another KitchenAid refrigerator and they sent a bill through their concierge service. I processed the bill and then they processed the payment. When they send the shipment through, it goes through KitchenAid’s parent company which is called Whirlpool. DirectBuy hands it off to Whirlpool and Whirlpool then has everything electronic. They called and said when they were coming to deliver and I couldn’t contact them back. If they show up and I'm not there, they give two more tries. And there's really no way of communicating with them when they show up to deliver it.
The Whirlpool situation is less than desirable because they called on a weekend and I tried to get back in touch with them. Then DirectBuy has a hard time getting in touch with them. They read off a number to you and if you don’t get it correctly or if they’re speaking slowly, it’s okay. But they speak fast or soft or the communication’s not a good connection and you don’t know what number they’re talking about and then they can’t find your order. Then they just show up and you better be there. So, that’s less than desirable.
The thing that kinda bothers us is when we joined back in 2005, we had to pay nearly $2,000. Now, the membership is like $200. Why did I have to pay so much back then and so little now? Also, they used to have local stores and that made it a lot better because you had the in-store advantage of being able to see the products. Now, everything's online and it's more difficult because if you’re gonna buy it online and spend a lot of money on it, you wanna make sure you know what you’re getting. Just a picture online and a couple of reviews don’t tell you what you need to know.
I’ve tried to communicate with DirectBuy when I’ve had concerns and they’ve made some adjustments. There has been some change from last year so that’s good. Also, they fixed the delivery problem. There used to be a stack of charges. If you order something and want it delivered, then it was like one price was for the delivery to your driveway, another price for the delivery into your house, a third price for delivery into your house to a specific room, and another price for delivery into your house to a specific room and unbox it. They don’t have that anymore. Now, they bring it into your house, set it wherever you want, and they take the packaging away.
We've been DirectBuy members for a long time. We do a lot of construction and we were also planning on doing renovations to our own home. When I first went in for the presentation, we really thought that they could get us better prices than what I was getting. So, we signed up and we didn’t use it except for stupid things for a long time like knives and pillows because nothing that I was pricing out through DirectBuy was cheaper than what I could get for myself. So, for years, we were very unhappy with it, but we had already paid for it. Once DirectBuy got sold, we noticed that pricing was getting better, so I ended up getting two appliances from DirectBuy in the past year.
This year, I actually bought a stove and a refrigerator. Their quality is awesome. The pillows were mediocre while the knives were pretty icky. There's one brand that DirectBuy has a lot of when it comes to silverware and knives. That brand was not very good at all. My knives started rusting within the first year and I'd only used them twice.
Now, they're doing the 10% match and all that little matching, and that was a great addition to the program. It was very convenient. With the concierge when it came to my stove and refrigerator, it was awesome. When it came to the tiles, they could never match what I can get it for. So, we never bought the tile when I was inquiring about any of that. But as far as the appliances, doing the matching one is 10%, and that helped out greatly.
Over the two years I have been with DirectBuy, I have bought a bunch of tile for a house that I'm building as well as leather sofas. I have also bought bedroom furniture and recliners. Purchasing is relatively good. However, sometimes my order gets delayed. One time, my daughter was trying to order and she just gave up and cancelled it after six months that Direct Buy kept putting her off.
Another time, my son bought office furniture and when DirectBuy delivered it, the drawer was locked on the dresser. It took them three or four months to be able to resolve that problem so we could use the stuff right. Also, delivery can be a nightmare. When I call the delivery people, no one answers their phone. It keeps taking me to their voice mail and then their system would say that there is no room in their mailbox to leave a message.
I call the 800-number and still no one answers. Just this week, I was calling my target person at DirectBuy, Elizabeth, to try to help me to get a hold of somebody. 15 minutes ago, I got a computer message that says, “Your Wayfair delivery is ready.” But I don’t know this Wayfair delivery. I'm just presuming that order is for the four recliners that I have coming in which I ordered back in November. DirectBuy's computer call told me to pick a day for delivery and I said "Thursday". The system then tells me "thank you" and I'm done. It would be nice to have some idea of what time the delivery people are coming.
In January, the delivery people came to bring the recliners and they said: "here they all are". They thought there were two recliners in the boxes they brought. I told them there was no way there were two in there. We opened the boxes and there was only one recliner which I thought was ridiculous. They said "Oh, okay. Well, somebody screwed up.” This is a big problem. Also, with some stuff that I've purchased such as the things for the tile work, the things couldn't be used. So, I go back to see if I could return them. I picked those items up in Pittsburgh and the DirectBuy store doesn't wanna take them back after 30 days. So, I'm stuck and I end up dealing with their policies. I'm better off dealing through a supplier. Despite these issues, there are some things that I'm very happy with being with DirectBuy. On some items, I've gotten good deals.
Someone we knew recommended that we look into DirectBuy 5 or 6 years ago, and we moved forward from there. We remodel homes so we were interested in seeing if we could use them to supply things like appliances and cabinetry, and those types of things that are typically expensive. Most of the time, it’s fairly easy to find the products but it’s a little more challenging every once in a while.
The website is where I do most of my purchasing, and it’s better than it used to be but it still could use some improvements to make it a little easier to find things. The filters could narrow down to depending on what types of items one is looking for. Searching for a light fixture, if I make it 5,000 of them, I can’t really sort through 5,000. I should be able to adjust the price to my price point and that filters some out. But in certain categories, it still leaves a lot of item. Other than that, there's no negative quality-wise in anything that we’ve bought and I’ve been very happy with every purchase we’ve made.
Carla has been a great help every time I have a question about an order. She is an awesome employee! I ordered a gift membership but did not receive the card in the mail after several weeks. I inquired on Thursday, Carla worked with her team and I the card delivered on Monday with a note that UPS had damaged the first card and it was returned to Direct Buy. I appreciate the great service I get form Carla.
We have placed several orders in the last week for some bathroom fixtures and plumbing items. There were some issues related to back orders. There were delays which were going to hold up our project. Judy was very helpful as well as Bree in getting information, getting us follow up. Judy in particular was very prompt, helpful and kind on the phone. I greatly appreciate her help as within 24 hours we were able to get all the information we needed, change our order, canceled prior order and complete the order for a device that will arrive in time to keep our project on time. Thank you.
Any large items such as any furniture are handled through a flawed delivery system. Expect delays and a high likelihood the item arrives damaged. I have been a member for 20 years since the days of the catalog showroom. Smaller items that ship via traditional carriers such as UPS or FEDEx usually arrive efficiently. (Such as light fixtures, decor pieces.) I have purchased many items especially in the last 5 years. The online order process is good, selection is good if you are willing to invest a lot of time in research. However, the delivery system is inefficient: expect delays and damaged items frequently.
The customer service reps are very nice however they have little to no real leverage with the delivery department. The result is you call a person who seems sympathetic to the problem but the system is such they have no real way to fix your problem when an item is delayed or arrives damaged. It negates any price savings benefits in time spent in frustration and lack of used of the item you need for your home.
Thank you for sharing your feedback about your DirectBuy membership. We appreciate all the feedback we receive from members and are committed to turning your experience into a positive one moving forward. We would love to contact you directly to discuss any problems that you had with your membership in the past and how we can assist you with your future projects and purchasing needs.
Crystal was extremely professional and VERY patient and helpful throughout the process of designing and ordering the cabinets for our kitchen. She responded in a timely manner whenever there were questions and helped to steer us in the right direction to make intelligent decisions. Thank you, Crystal, you truly do your job well.
I was doing some major upgrades at my house and I decided becoming a DirectBuy member would be a good investment. I had a break-in membership for a while. I was a member for about four years and I was gone for about five years, and then I rejoined recently. So far, everything I've ordered worked out great. I'm satisfied with the quality of products and I like getting good discount on most items. Through the website is the primary way of selecting items but their website stinks. It doesn't have good search capabilities. I ended up going to someplace else. I was hoping after I've been gone for so long that it would have come in to the 21st century but it hadn't. It's still as bad as it ever was. They really need to invest in upgrading that because I'll probably buy more if I can search easier.
The concierge service is a big improvement over doing everything yourself, and the pricing is very good. I've been with DirectBuy for about 13 years now. A friend of mine had joined DirectBuy after they built their house. When I was building my house, he suggested it and said, “Look, if you want anything, we’ll just order it.” There was a local Buffalo office, so we wanted to check it out. It was worth it for us to invest in DirectBuy at the time because we were building our house and it was a good choice. When we built our house that year, 2007, we pretty much bought everything we could possibly buy through DirectBuy and their connections. They actually had local connections, too, for contractor pricing on local vendors that I was already familiar with, so that was nice. Also, we saved about $80,000 when we built our house.
Barbara ** served me today. She was excellent! Very professional and helpful. I was surprised that she knew so much about the Palliser products and was able to answer my questions. Also appreciated that she made sure that the 10% discount was included.
DirectBuy Company Information
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- 8450 Broadway
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- United States
- (219) 979-6799
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