DirectBuy

Great customer service. David pina did an excellent job finding an answer to my question. Will use direct buy again

When we joined in 2003 you actually saved a lot of money, no more pricing is not that less than you would pay a store and once you pay them their handling charge you actually pay more! Don't join!

I ordered a sofa in March of 2021 and am yet to receive my order. I have been very patient as i felt that these are difficult times with COVID. However, they said ta first that they sent it to my old address. Then they said that they have redirected the order. SInce then they have been saying that the order has a damage, the power pack is missing, only half the Oder is available etc etc. I asked them to cancel the order and they refuse to do so, saying that the order has already shipped. I call them and they refuse to give me a proper response. The person in charge of my order is always unavailable and the person who attends the phone knows nothing about an 8000 dollar sofa. I have been a member since 2003 and have used them for a lot of my furniture and other things. However, I am sorry to say that I will never recommend them to anyone else furthermore. They have become a fraudulent and incompetent company

I am completing a home remodel and Direct Buy has been very helpful. Today I called to check on the status of my order and Mike called the manufacturer and got an ETA. By the afternoon I had a shipping notification with a tracking number. Thank you Mike and Direct Buy!

I talked to Mike about the delivery dates for my order. He researched the manufacturer and gave me the information that I needed. Mike was very professional and very helpful.

The past couple of years I have been extremely disappointed in the delivery of service. The people on the phones, all but one have been quite lovely to deal with, however it does not solve my issues. This would be an extremely long rant if i dived into detail, so I'll try and keep this short. Most recent issues, still unresolved: PROBLEM 1. Ordered a freezer in April as ours Died. ETA was end of March no freezer several calls in was told repeatedly no freezer till at least NOVEMBER! Did I mention, I have no freezer. And that No Company was able to provide a freezer. Found one that I could get locally. WOW suddenly this freezer has been delivered at the end of May when we tried to cancel the order. It is now the end of June with no answer as to returning this freezer!
PROBLEM 2: Ordered deck furniture with an ETA of June 3rd. Hadn't heard anything, so during one of my Many calls to Directbuy of Central Alberta, I inquired about the deck furniture. It was discovered it was at the warehouse. We did not receive any notification. I checked my junk mail, my emails, deleted and active... NOTHING. Ok, lets move on... I was provided a contact number to make arrangements for pickup... no One answered the several attempts throughout the days! So I called Directbuy back... I could arrange to pickup Tuesday through Friday 10am to 3pm? Seriously? So I would now need to take a day off work to pick up OR I could pay $94.50 for delivery... luckily it ended up being one box as they were going to charge me $150 'cause initially it was coded as 4 boxes. It has now been 1 week since I paid for this service and NO ONE has contacted me to make delivery arrangements! Through all of this I was constantly told someone will get back to me within 24 to 48hours (email/phone)... NOT ONCE have I received followup email or phone call... I have ended calling them after about 3-4 days each time. Only to be told its COVID. I work in an industry that has slowed things down due to volumes and people working from home, so if it will take longer than normal, the expectation is set up front... Dealing with Directbuy has been a nightmare. As of June 30,2021 both issues remain outstanding!
I won't even begin to discuss other issues. If you want to challenge your patience purchase a membership... otherwise I would recommend saving your money and sanity and shop at your community stores.

UPDATE: July 13,2021. Still unresolved! Instead I received an email stating my Ashley furniture order is now ready for PICKUP! Seriously?

I had to call yet again... to find out if their has been any updates to our freezer issue. Apparently we are stuck with a 2nd freezer and potentially extra warehouse storage fees!

I still haven't heard from the manager.

My wife and I went to a seminar designed to bolster the Directbuy membership. They will tell you that you have to buy "stuff" anyway so why not get a discount and cut out the middle man by joining there "exclusive" club. We paid $5000 to become members for 10 years with no payments. We did not realize until after we had paid the $5000 and became members that they don't have discounts on everything you want to buy. They only have discounts on predominately high end "stuff". Stuff that usually exceeds what we want to spend on the particular item we are shopping for. We wanted to buy blinds for all the windows in our house. Naturally we went to direct by to purchase the blinds and when we priced them out the blinds that they sell were beyond our budget. Not to mention the fact that when we were trying to price out the blinds with Directbuy the customer service response to questions and their lack of returning phone calls was absolutely unacceptable for the amount of money that we paid to become members. Since becoming members we have only made three purchases through direct buy. Yes we saved money on the things that we bought had we tried to buy them somewhere else. But the bottom line is we paid $5000 to become a member. I don't ever see us recapturing that money in the savings that we were told could be recaptured in a few years. The membership is nothing short of snake oil. I wouldn't recommend it to anyone. It may appeal to the demographic of people with an income of a quarter of $1 million a year but that is not us. We could have used that $5000. We have said that to ourselves time and time again since. If you do decide to become a member of this buyers club don't anticipate recapturing your money anytime soon unless you buy a lot of "stuff".

When I purchased my DirectBuy membership, we were told that with the $5000 membership you would get all your products at manufacturers wholesale cost and DirectBuy may charge a handling fee on certain things. That's definitely not the case now. I was looking at purchasing a steam generator and a treadmill. The treadmill (Bowflex 22) was priced $500 higher than the manufacturers retail website. Most places were selling it at $700 lower than DirectBuys price. I called and asked about it. They researched pricing and came back a little less than the advertised sellers. I ended up buying one elsewhere, still $200 cheaper than DirectBuy's new lower price.
The steam generator was priced a little less than other retailers and DirectBuy did come back with a quote that was even a little lower, but that shouldn't be happening. They are absolutely not selling things at the manufacturers wholesale cost. If you question their high pricing, they'll research competition, lower theirs to beat the competition by a little bit. But any retailer will do that. They also charged me $520 shipping for something that should've been about $50-$100. If you don't question their pricing, you're getting screwed.

While DirectBuy may not have the lowest prices on everything, the few things that I have found have been great. Last year I bought two ceiling fans for our spare rooms (formerly kids rooms), and they were 10-15% below what I could find out there. Will definitely be going back for other home stuff.