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Don't Do It!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

I did a TON of research before I bit the bullet and paid their VERY high membership fee.
After spending close to $20,000, I ended up receiving several e-mails from different people letting me know that this item or that item was no longer available and to make a different selection. I did, and 2 weeks later found out that item wasn't available either. For other items, I was given a replacement option that was not even close to the same item. Several items that actually were available, were not in stock, so their estimated delivery was 3-4 months out.
I placed my full order on May 21st-(bedroom sets, dining table and chairs, sofas and chairs, tables, washer and dryer, dressers, bunk beds, mattresses, etc) today, June 19th the only item I have received is the Washer and Dryer and no one has even contacted me to schedule delivery for any other item.
I spoke with Drew from the escalations department; I wanted to cancel my remaining items that haven't shipped, and get my membership refunded. She was completely unwilling to help or understand. She just kept saying "you're past your 30 days to cancel, and there is no one else you can talk to about it." Even though, I was not even notified until after 30 days that the items weren't available or they were delayed.
She even said they couldn't tell which items had shipped, and every manufacturer would have to be contacted separately.
The worst part, I even asked the sales representative before I purchased my membership, if it would be possible to coordinate the delivery for all the items, and he said "he was sure they could, just use the concierge service". This was a LIE! I can't even get furniture items before 3 months, or items fulfilled that aren't discontinued. At this point, coordinated delivery was the least of my concerns, but that was flat out a lie. The sales guys will tell you anything to get you to buy.
I even asked Drew in the escalations department; “would you really prefer I leave my negative experience on the review websites as opposed to just refunding the membership fee?”
She said “I hope you wouldn't do that, but you are past the 30 days so we will not be refunding your fee”.
Don't fall victim like me. If you are looking to furnish a house, go to a local furniture store, pay a little extra, make a deal with them and get your house furnished in a timely manner; you will save yourself SOOOOOO much hassle, disappointment, stress, etc. Direct Buy savings is not worth your mental health through the process!

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Not Honoring Their Contract. Won't Refund Money Due!!!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

JACKSONVILLE, FLORIDA -- On Thursday July 16, 2015 my husband (Gerald) and I went to DirectBuy at 9454 Philips Hwy Ste 1, Jacksonville, FL 32256 at 6:00 P.M. to listen to **'s sales speech. After talking with another salesperson name ** we decided to buy one of their packages with the understanding that we could use some vacation credits towards our cruise that we were using at the end of the year. We gave a deposit (check #**) for $1,375.00 (cleared on Monday July 20, 2015) and finance the other $3,615.00.

After we got home and had a chance to talk with Benny on Saturday July 18, 2015 from the travel agency with DirectBuy we found out we could not use the vacation credits. We realize the package was not for us. I looked over our contract and noticed that we had 3 business days to cancel for a full refund and you would receive a full refund within 10 days. We could either deliver or certified mail a written notice.

On Sunday July 19, 2015 we hand delivered a handwritten letter and our contract to DirectBuy at 9454 Philips Hwy Ste. 1, Jacksonville, Fl. 32256 at 11:00 A.M. and handed it to ** the receptionist at the front desk. At the time we asked for ** or ** but she said neither were available. On Friday 24, 2015 I received a letter from Beta Finance – Welcome Letter. I called them and they confirmed that my contract was canceled on Thursday July 23, 2015. My 10 days for my full refund was up back on Tuesday July 28, 2015.

My husband (Gerald) called on Wednesday July 29, 2015. ** was very rude to him and ask him what made him think he was getting a refund. And again ** and ** was not available and she would have them call him. Still waiting. On Thursday July 30, 2015, both my husband and I called and only ** would talk to us. Friday July 31, 2015 my husband finally got thru to ** and he apologize and said the check was processed and we should receive it by Tuesday August 4, 2015 and he will call just to make sure we have received it. No call. No Check.

Monday August 3, 2015 I called DirectBuy's corporate headquarters and they have tried to get the owner of the franchise to resolve this matter. But all they have done is responded their email is with an email apologizing to them and saying it's being processed. My problem is nobody will call us. And they are not honoring their contract. It has been one lie after another. Starting from the first phone stating that we were getting at least a free 2 night vacation. That was not true because you have to pay $12.00 just to be able to get the paper to make the reservation and then another $30.00 - $50.00 when you make reservations.

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This Place Is a Rip Off. Don't Even Go to Their Presentation. The Free Gifts Are Even Worthless.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

BLOOMINGTON, MINNESOTA -- They sell memberships that supposedly allow you to buy items directly from the manufacturer. But when you go to buy items the selection is small and the prices are either no better or higher than what you could get if you look around. Most items have a long lead time and are not able to be returned. The long lead time is due to the fact that there is no distribution center. Remember that they do not sell anything they are just taking your money and allowing you to contact their group of manufacturers.

I went to their group sales presentation and we were promised a $100 dining card. And a vacation package. Both of these really have no value. The dining club card lets you use the $100 to buy discounts at different restaurants, but you can get the same or better deals by just finding a coupon. Some of the deal that you buy with the card are the same that are available for just going to the restaurant. The vacation card is also a scam. You must pay fees up front to even start the arrangement process. Don't waste your money, just go online and buy from someone that you can get a refund from if things don't work out.

Anyway. I bought a very overpriced membership. Knowing that I have 3 days to cancel the contract. I charged it on my credit card, knowing that I could dispute it if need be. I went home and started to look at things I could buy through their club website. Most things I looked at were cheaper and available immediately somewhere else. Remember that some of their items you must pay shipping for. I can do better that that on my own.

The next day I canceled my membership in person. I was uncomfortable with the way they had no forms to cancel, just write on this blank paper that you wish to cancel your membership. This sounded too easy for them to say that they never got any paperwork from me. So I had the employee write void across my contract and sign and date it and give me a copy. 13 days later I'm still waiting for the refund on my credit card. The owner tells me that their credit card machine is broken and they are waiting for a new one. I just put a hold on the charge with my credit card company. Don't even waste your time at this place.

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Horrible Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MERRILLVILLE, INDIANA -- Customer service was significantly lacking. After completing order on 3/11, we were contacted on 3/14 to tell us the bed frame was no longer available but we could change to regular king. After confirming to do so, we were told they would "try" to make sure the mattress order was updated as well.

When attempting to get updates as to where our furniture order was, the website offered no assistance, so we attempted to contact Chelsea who refused to call us back after multiple requests to do so. We finally received an update via email that it should arrive on 4/1. When we received no communication by 4/6, we called only to find out that only half of our order had arrived and that the rest should arrive by the next week. Again, received no proactive communication and had to chase it down ourselves.

Finally got a call on 4/8 that our furniture had arrived but that one of the pieces was damaged. Had to again call Chelsea multiple times without a return call until eventually we spoke with her manager who assured us that our final piece would be delivered as soon as possible. Finally received an email from Chelsea telling us that our piece would arrive by 5/2. This is 8 weeks which is outside of the 4-6 weeks "max" delivery time and we have received no compensation to date for this horrible experience. However, EVERY single delivery person has been amazing!!! THEY know customer service...DirectBuy does not.

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Worst Experience
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

Ten years ago I joined and there was savings on many things needed. I am not sure what happened over the years, whether it was DirectBuy that changed or the vendors that did not like their concept, but now I do not even use it. Their wesite sucks. The search engine really does not help narrow down what we are looking for. After all the hardship of finding the right product in their site or with an agent, the price difference from other vendors ia not that great. Delivery charges are ridiculously high.
Their customer service is aweful. Turn around time is 24hrs but, you will never find right answers and they do not seems to know what the answers.

DirectBuy has some guarantee % (15-20 or so) if you submit the lower price via screenshot. But honestly, with their wait time for delivery, it is not worth it. I would have to buy thousands of dollars to make up for the few hundred renewal fee each year. Do not buy a new membership. I will be dropping my renewal this year.

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5 Months and Still Waiting, Orders Lost, Orders Incomplete
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

FLORIDA -- We ordered few carpets, 4 came and last one they insist it was left on our door. It is a gated community and no way they can leave it at the door without notification. Yamazaki order consisted set of pasta set which received but 45 piece set never arrived (5 months now). Palecek order for $5800.00 we are still waiting (5 months also). Now they claim that they send me $600.00 check because few pieces was canceled and we never received that check or notification for canceled pieces.

I'm a member since 2007 and never had a problem when they had the Davie store where we could go choose from catalogs, deal with real people, and any problem handled immediately. After closing that warehouse everything went downhill!!! They can not handle orders, follow up with problems, ignore or do not tell the truth. We are extremely disappointed with new structure of DirectBuy.

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Mediocre Everything
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

I paid the initial $240 to join and then $39 per month after that. Initially I was excited at the thought of saving money. However, once I started really looking into the prices, they were basically at retail price with the shipping dates being anywhere from 1-6 weeks.

On top of the not special pricing, they provided very standard and boring furniture pieces and I'm not personally a fan. So, of course by the time I think to cancel the 90 day cancellation window has passed and $240 membership cost plus the $90 additional in monthly fees are gone. At least they're refunding last month. That's a small consolation prize. Just not my taste and not my style. A costly mistake that won't happen again.

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Rip Off
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

TULSA, OKLAHOMA -- I am VERY disappointed with DirectBuy. When I researched the products offered, the product reviews are only so so and I have found better quality for equal or better prices on everything I have looked for. The "coordination" of my project has been a joke. I have to make several calls to reach anyone and then I might get a small response and then nothing. I feel like it is up to me to coordinate and all they do is look up a VERY FEW items for me to look at.

I was very excited to join, since we were planning to build a new home. I expected to save a lot of money and have a bonus of someone help design my kitchen. When we joined there was a store in Tulsa and soon it was closed and I found out everything is done online and by email and phone. The cabinets for the kitchen I had the exact same experience as with other products. All of the appliances I wanted are no longer available.

The companies they had listed are withdrawing from DirectBuy. When I emailed to set up the "free" cabinet design, found out not free at all unless you buy the cabinets they come up with. I found the same quality for $5,000 less and of course, my deposit has gone bye-bye. This has ended up being a HUGE waste of money and time. First time "shame on you". Second time was "shame on me". There will not be a 3rd time.

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Merchandise Delivered With Damage/ Indentations Not Acknowledged
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

GAITHERSBURG, MARYLAND -- High end chairs with IMO transportation nicks I wouldn't accept. Brought in "expert" who said same. DB wrote email to mfg saying customer won't accept. Are the nicks defects or characteristic of wood as if mfg wouldn't get paid unless it was characteristic.

Meanwhile I never claimed mfg did anything wrong. Mfg says characteristic while Company says it doesn't sell chairs with these nicks. DB won't put in a transportation damage claim. With the extra fees, small discount and what appears to be intentional dishonesty (I was told this is always the mfg response to these nicks) DB is not worth the annual fee much less the membership fee. I should have purchased chairs directly from Co.

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DirectBuy Membership Cost
By -

I recently joined DirectBuy after reading all the warnings about joining. I thought I could beat the odds because I recently purchased an old house that I am totally renovating. I have saved but nowhere near the level promised or expected.

Here's the deal with DirectBuy. The only real savings you will see is on appliances. I recently bought 7 appliances - all GE profile. Fridge (PGS1PJXSS), wall oven (PCT916SMSS), microwave with trim kit (JEB186SCNSS), Electric cook top (JCP346SMSS), dishwasher (GLD8312PSS), warming drawer (PTD915SMSS)....Total price $7066 taxes included. Retail, these might be around $14000... but you might decrease this to about $9K if you catch the sales or go to a store like TASCO or Appliance Canada.

So at least on paper, I got the membership fee back, but I spent days on end going back and forth between DirectBuy and retail stores. I am a bargain hunter so I didn't mind this so much, but if you value your time this is costly. In fact, if I were to put a cost to my time, I spent retail.

I originally purchased JENN-AIR appliances and a week later found out that 3 of them were not in stock or discontinued. So even though my kitchen was designed around JENN-AIR products I had to literally sit there and select new products all the while checking to make sure that they fit with the specs for the kitchen (this took me about 6 hours). Here's another significant problem; although they deal with appliance manufacturers like Kitchen Aid or Jenn-Air, they never have access to the full line of products. So you won't be able to get a wall oven from KitchenAid or a black fridge from Jenn-Air, even though you see it in retail stores.

If you are not buying appliances, don't even bother joining. The best you could hope for is to pay the same money for a slightly better product or a larger variety of products. The one good thing I will say is that if you like upper-end products at the prices you will pay normally, this is the place for you. In many cases, on the products you might really want, you will never see the savings they promise in their advertising. Plus in most cases they slap on an 8% handling fee that brings you right back to retail.

This is a business that is NOT ONLY based on your hard earned $5000.00 but the handling fee. Part of their pitch is to knock retail stores or the big box stores, suggesting that they are ripping you off with their 30 to 60% mark up, but they are a retailer too and a very inefficient one at that.

When I joined, they promised a 63% saving off retail (not a specific brand) on my kitchen. I got 3 quotes prior to joining ($19K, $19K, $25K). Two were from custom cabinet makers, the other from LOWE'S. At Direct Buy they carry 3 brands Cabico, Kitchen Kraft, and Kraft Maid. Cabico was equivalent to the cabinets I wanted. After the kitchen was designed the cost came to $15,700 +designer fee of $1350 + a handling fee of $1200 +installation of $2500 = $20750.

Because I had already paid for the membership and the designer fee....I decided cut back on the kitchen and take out some components and proceeded with the order $12, 700 +designer fee of $1350 + a handling fee of $1000 +installation of $2500 = $17, 550. For all the trouble, the unavailability of the designer, and the delay in the delivery of the kitchen, I should have just gone with one of the other 2 companies.

After complaining about the cost and delays in delivery time and the unfulfilled promises of Direct Buy, the manager and the operations manager started giving me the cold shoulder. I even went in to talk to the operations manager about the delivery time on the cabinets and the recent changes to my appliances, and got a total brush off (she told her customer service representative she has nothing to do with kitchens and that I should speak to the designer).

It's a really small shop so they gossip like nobody's business. So once you make a stink, everyone knows about it or hears you while you do it. At least at Home Depot you complain to a manager they have to listen and they take you seriously. After Direct Buy gets your membership fee you are on your own.

When you pay $5000.00 for a membership you expect superior service…..NOT AT DIRECTBUY. If you complain, they totally just side with one another….they don't even listen to a legitimate concern. They have a price match guarantee, but you will never see it because they carry brands that you rarely see anywhere else. I bought pot lights....the customer service representative misread the order....so I missed her oversight and waited 4 weeks only to find out I got 5 pot lights instead of 30.

When I ran out to Home Depot they had a different brand at a much lower price $8.00 lower. They would not do the price match because the price match has to be done when you submit the order. I wanted hardwood...but found a better deal outside. It's not so much that they didn't have a wide selection of hardwood, but they don't carry all brands and the cost is sometime more than you will get with a sale. Right now I am ahead about $4000.00 and in a better position than most. Nevertheless, I would not recommend going down this road if you are a bargain hunter.

DirectBuy has some of the poorest customer service I have ever experienced. Home Depot may be cheap and common but they assist you and they treat you nicely. Furthermore, the ability to see a product in real life and time, point to it, order it, and have it delivered or picked up the same day is PRICELESS. Make your own minds up.....but consider all I have said in the e-mail.

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DirectBuy Rating:
Star Half star Empty star Empty star Empty star
1.4 out of 5, based on 14 ratings and
33 reviews & complaints.
Contact Information:
DirectBuy
8450 Broadway
Merrillville, IN 46410
1-855-871-7788 (ph)
www.directbuy.com
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