Complaint Review: Direct Buy

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 rep 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!