ComplaintsforDirectBuy

• Initial Complaint

  03/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a recliner 3 months ago and the order was canceled allegedly by the furniture company and I have not received my refund. Direct buy makes you pay in full upfront so they have had my money for months.

  Business response

  04/03/2024

  Thank you for bringing this issue to our attention. We have processed a refund on our end. We ask that the customer allow 2-3 business days for the refund to reflect on their original method of payment. We apologize to the customer for their order experience and any inconvenience it caused. 

• Initial Complaint

  12/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On September 6, 2023, I placed a large order for ********* hardwood flooring through DirectBuy. I was informed that the delivery date would be November 20th. When the delivery date came and went with no flooring, I contacted DirectBuy. I was told that AHF Products flooring never shipped the order because they let their sales certificate expire. I filed a BBB complaint against AHF Products. I just received a response from AHF Products that they never received my payment from DirectBuy and that DirectBuy filed for bankruptcy on October 10th. I feel like I have been lied to by DirectBuy and now, we are left out a lot of money, $18,564.20, with no money in our savings to buy replacement flooring elsewhere. We have a new house that we cannot move into because there is no flooring.

  Business response

  12/28/2023

  Thank you for bringing this issue to our attention. Our team has been in email communication with the consumer and advised the following.  We have requested the cancellation of the order.  Once the cancellation of the order has been confirmed we will process a refund on our end for the customer.  We appreciate the customers patience and apologize for any inconvenience.

  Customer response

  12/28/2023

   I am rejecting this response because: I do not wish to close this complaint until the refund is actually issued. 
  
  
  

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 19, 2022, we purchased 6 replacement Pella fiberglass Impervia Awning Windows with Easy Slide ******************** Opening hardware from Direct Buy in the amount of $10,448.40, using my credit card, plus $5,900 for installation. The windows were delivered on October 19th and installation began on October 22, 2022. Upon completion of the installation, it was determined there was a defect in the manufacturing of the windows. The windows only opened 4.5 inches. The vendor was immediately made aware of the defect and ensured us there was a simple fix. He stated in writing the hardware needed to be changed from limited opening hardware to no limited opening hardware. After repeatedly indicating there was a remedy and four attempts to cure the defect over an eight month period, on July 20,2023 the vendor apologized for the inconvenience and said there was nothing further they could do. The vendor then stated there is no hardware that would allow the windows to open further than 4.5 inches. They also indicated they would not replace the windows because we received the windows we ordered. They then ceased communication with us.

  Business response

  10/18/2023

  Thank you for bringing this issue to our attention.  We are sorry to hear that the consumer is unhappy with the purchase of their windows. After speaking with the vendor about the windows and looking at information provided by them and the consumer, it was found that the windows received are not defective.  The model of windows ordered by the consumer is what was received. If the consumer can provide any documentation where it was communicated that the windows needed to open a specific amount during the ordering process, we will be more than happy to take this information back to the vendor for further assistance. 

  Customer response

  10/21/2023

   I am rejecting this response because:  The documentation we received during the ordering process (see attached) clearly states *********** Opening" Hardware and we received windows with "Limited Opening" hardware as described by the Pro ***** Vendor through Direct Buy (see attached).  
  
  We provided pictures of our 34 plus year old no limited opening windows to the Direct Buy/Pro ***** vendor during the ordering process showing the style of window we wanted to order. After viewing the photos, the Pro ***** vendor stated that these were standard awning windows.    Therefore, we want the windows replaced with no limited opening standard hardware.

  Business response

  10/26/2023

  We are sorry to hear that you are unhappy with our response.  In speaking with the vendor, it was communicated that he was under the assumption that the issue could possibly be limited hardware when the initial issue was mentioned to him.  For this reason, ***** was notified to have a technician come out to inspect the windows and confirm if the wrong hardware had been installed for the windows.  After having the technician inspect the windows, the vendor communicated the following, The customer's expectation was that their Awning Windows would open wider. However, the window is operating as it was designed to. Per page 19 of the ADM for ******** Awning Windows, a unit this size with Easy-Slide Operator hardware would open 16 degrees (5 3/4"). The model of windows ordered by the consumer is what was received. If the consumer can provide any documentation where it was communicated that the windows needed to open a specific amount during the ordering process, we will be more than happy to take this information back to the vendor for further assistance.

  Customer response

  10/26/2023

   I am rejecting this response because: At no time during the ordering process or anytime after that did the Direct Buy/Pro ***** vendor provide any information indicating there were limitations on the window openings nor any ***** documentation that provided the specifications mentioned above concerning the easy slide operator and the size of our windows.  We were never shown page 19 of any manual.  The Pro ***** vendor provided the first quote which included the awning style windows in vinyl with the fold away crank hardware.  We indicated we wanted Pella's new Easy Slide operator technology instead of the fold away crank.  The Pro ***** vendor indicated this technology was only available in their fiberglass windows which were more expensive.  He then provided a second quote which included the Impervia Fiberglass windows with the Easy Slide Operator hardware.  This quote increased the price by $2391 for the six awning windows (excluding other fees).  Again, the ****** ***/Pro ***** vendor never mentioned any limitations to the window opening based on the Easy Slide Operator technology during the ordering process nor anytime after.  Today is the first time anyone mentioned any documentation describing limitations to the window opening.  The Pro ***** vendor had a responsibility during the ordering process to provide us the specifications/limitations of the Easy Slide ******************* Opening hardware if there were differences from the Fold Away **************** Opening hardware.  By not providing this information, he removed our choice to evaluate the limitations and make the best decision for the type of windows that work best for our home. We would not have chosen the Easy Slide Operator Technology if we would have know during the ordering process that this technology created limitations on the window opening.

  Therefore, we want the window replaced.

   

  
  
  

  
  

  Business response

  10/31/2023

  During the order process, we require all specifications to be provided by the customer, including the preference for window opening configurations, to be able to effectively provide all required information regarding these functions.   After looking at all the information provided by the customer and information provided from the vendor, we dont see where the customer provided any details confirming that the opening of the windows was a necessity for the vendor to properly provide and direct them to more suitable options. We again apologize for the customer being unhappy with the windows, but all the information thats been provided confirms that the model of windows ordered by the consumer is what was received. If the consumer can provide any documentation where it was communicated that the windows needed to open a specific amount during the ordering process, we will be more than happy to take this information back to the vendor for further assistance.

  Customer response

  11/06/2023

   I am rejecting this response because:  It is apparent that Direct Buy and the Pro ***** vendor, ***********************, will not accept accountability for their error during the ordering process.  Therefore, we will not continue with conversations about this matter through the BBB.  We are proceeding with legal actions against all companies involved. 

  Respectfully, **** and ****************************

  
  
  

  
  

• Initial Complaint

  08/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  RUN FROM THIS BUSINESS> We have been members for YEARS !!! SPENT thousands of $$$ with them. They cannot get any worse than they are now. Purchased Coffee table, end table, TV console and console with 3 stools. Bought AND PAID FOR BACK IN FEBRUARY 23. Did not recieve until first week in June '23 when we were out of town. Housesitter signed for shipment which ws garage delivery. All boxes seemed fine - nothing that would require immediate opening. When we retd home a couple of days later, we opened to find that the contents of 3 of the 4 cartons were damaged.Immediately contacted DB, sent photos of all damage. Then it started....There is 27 + emails between us, them asking us for photos over and over again, labels, descriptions, you name it. All just to say that the mfgr wont replace anyting but the coffee table!! I bought NEW FURNITURE AND THEY WANT ME TO TAKE A CONCESSION INSTEAD OF JUST REPLACING IT!!! I explained I dont want this garbage - just send me new pieces and they can have these back. They will not do. I am disputing the charges now with the credit card company. OHHHH - now that made them mad. How dare me! Now their emails are a bit more rough - mad that I would consider that, almost threatening that they wont help me in any way now that I have decided (after 27+ emails with photos and six weeks) to contact the credit card company to dispute.STAY AWAY FROM THESE PEOPLE. They act like youre shaking them down when you want WHAT YOU PAID FOR!I want my money back or new pieces. And I wont give up until I get that. I paid for - PREPAID FOR - these pieces - NEW PIECES> $ *******+ so How dare them. Get my money back or new furniture to me.

  Business response

  08/07/2023

  Thank you for bringing this issue to our attention. Our team has been in email communication with the consumer. We communicated that we have to follow the vendor's policies  when it comes to returns, as DirectBuy does not have  return policy.  We have offered to replace one of the damaged pieces via the vendor's warranty and a 30% concession to keep the remaining items as is.  The consumer has since disputed the charges with her credit card company.  We advised that until the chargeback Is resolved with the credit card company, we cannot assist further towards resolution.  

  Customer response

  08/08/2023

   I am rejecting this response because:

  I dont want 30% off !!!   I just want the new furniture, which is what I bought, but not what I received. 

  This is not fair.  No matter what, damaged furniture should not be an acceptable form of resolve! 

  I cannot get that chairside table and the ** console fixed for the $255.42 they want to give me.

  Isn't there another way???   I am hard pressed to believe that everyone accepts damaged furniture and then

  just accepts an amount that isn't enough to even get the pieces fixed.

  Please advise.

  ***************************

   
  
  

  
  

  Business response

  08/09/2023

  We have been advised by our team that the credit card dispute is still open and pending.  We will be more than happy to discuss other options for resolution, once the credit card dispute has been resolved.  

  Customer response

  08/09/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is only satisfactory to me if they provide me with another option of getting the furniture repaired.  I want furniture that is not broken. I wanted new furniture.  But seeing as they are not a company to provide that any longer, having it repaired by a reputable repairman is acceptable to me in order to move on from this debacle of a purchase. I want them to put in writing that they will have these broken pieces repaired.  When I receive that, I will stop the dispute with the credit card company and get the repairs started.  

  This has been the worst furniture purchase ever with any company we have ever had.  I guaranty it will never happen again.  My time with Direct Buy is over.  I want a statement in writing from them that they will have all damages repaired. 

  Thank you.

• Initial Complaint

  06/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have been a long-time customer, however that will end this year. I have been dealing with the issue of getting the ******* console I ordered in November 2022. I viewed the item in the store and on-line. I loved the chessboard pattern on the doors. The ******* console arrived late in March 2023 without the chessboard pattern on the doors. Not sure how it was missed since the collection has this pattern.If I send the console back, I have nowhere to place the *** I can no longer find the item it in the store.My question is this, how can a company sell a piece of furniture they cannot fulfill or produce? How can DirectBuy accept that, and after 7 months say will pick up the item and give you a refund, however we do not care where your TV will be placed.This has been a 7-month NIGHTMARE for me. I wish I purchased the item in the store!

  Business response

  06/22/2023

  Thank you for bringing this issue to our attention. Our team has been in email and phone communication with the consumer.  We have offered three options for resolution.  We can either have the merchandise picked up and issue a full refund or issue a concession of 50% off merchandise cost to keep the item as is.   We have also presented the consumer with other entertainment consoles from different vendors as options for replacement.   We are currently waiting for the consumer to decide how they wish to proceed.

• Initial Complaint

  06/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In Nov of 2022 I placed an order for furniture with DirectBuy Merchandise totaling approximately $4500. I have been a paying member of DirectBuy for about 20 years. The shipping date for that order was estimated at June 2023. I originally hoped the shipping estimate would be moved up. However, when it became apparent that that was not going to happen, I cancelled the order in early April- April 4. I was told that I would receive a refund to my original credit card used for purchase. To this date (June 7 2023), I have yet to receive my refund. I have spoken to a DirectBuy representative on the phone many times. I have sent and received many emails. I have spoken to a supervisor as well. Still I have not received my money back. They have had my $4500 since November. I continue to be told that they are reaching out to the accounting department. I would like my money back immediately. This seems to be bordering on criminal.

  Business response

  06/08/2023

  Hello,

  Our apologies for the delays with processing your refund.  We show that the refund was processed on 6/7/2023.  We ask that you allow **** business day for the refund to reflect back to your original form of payment. 

  Thank you,

• Initial Complaint

  04/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  - We still have not received the wall oven we ordered and paid IN FULL for all appliances in July 2021. - DirectBuy accidentally cancelled the original order in December 2021 but recreated it in December 2021 due to their error. - This wall oven did have delayed fulfillment, and we understand that and have patiently waited, but this wall oven is listed as "IN-STOCK" on the ********** ****** Website, as well as "in-stock" through various other appliance categories, so it is very confusing as to why 20 months later our order has still not be fulfilled.- Because of the delayed timeline on this order, I can no longer access it and ******* in the online DirecdtBuy order portal, as they only show orders within a 1 year period. - I have had to use old emails to reference the ** number and periodically follow up with DirectBuy on the *** consistently, as I have no way to access this information now and they have not provided me with updates on shipping unless I inquire.- This order has been bumped in delivery numerous times over a 21-month period.- In November 2022, we paid an additional split shipping fee to have the fridge portion of the order fulfilled as we had also waited for over a year for that item as well.- Custom cabinets were ordered to the specification of this wall oven and we have been patiently waiting as we don't want to bear the expense of correcting the cabinets for another wall oven. - This appliance price has also increased substantially since we purchased it, and we are beginning to wonder if our order is being bumped over and over because there is a desire for us to cancel the order due to the new higher price. This is speculation, but given the in-stock status from ********** and various other suppliers coupled with the fact the order has been bumped upwards of 6+ times, this could be plausible.If you would like to see the email thread that shows the accidental cancellation and recreation of the order from December 2021, please advise.

  Business response

  05/17/2023

  Hi,

  Your estimated ship date is 5/30/23 for your appliance, which is the update we have received from our vendor. this week. I will have someone begin communication with you until the order is received. We will provide you with a $300 merchandise credit as a good will courtesy for the issues with communication and significant order delay. We value you as our loyal customer. 

• Initial Complaint

  03/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 3/13/23 I placed an order online thru DirectBuy.com for a Universal Furniture Armoire. The next day 3/14/23 I received an email from a customer service person stating that the item I ordered was discontinued. They told me that the order was cancelled and that I would receive a refund in 5-7 business days. On Monday 3/27/23 (2 weeks after I ordered the item) the refund was still not done - this was 10 business days - far longer than their promised timeframe. I called and spoke with someone but received no answer. I was not able to speak with someone in Accounting - the department in charge of the refund. I called again on Tuesday 3/28/23 and again got an answer theyre waiting for Accounting to process. DirectBuy has held over $2500 of my money for over 2 weeks. It shouldve immediately been refunded when they realized that the item was discontinued. How can this be legal?? Also, the discontinued item is still listed on their website which seems very deceptive. They need to get their act together - Ive paid a lot in membership fees over the years - the customer service is terrible.

  Business response

  04/04/2023

   Dear ********,
  We apologize for the confusion surroung the refund for the discontunued order. We do see that the refund was processed on 3/28/23 in the amount of $2542.92. The refund does take 3-5 business days to post. A $50 merchandise credit was also processed as a courtesy. Please let us know if we can be of further assistance.
  Best regards,
  ******** at DirectBuy

• Initial Complaint

  03/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  from this point on all I want to hear from Directbuy is when you are going to get my replacement bracelet I ordered on Order Date: Feb 24, 2023, Online Order #: *******, PO #: ************!! The tracking number provided shows no proof of delivery!!!Herringbone Bracelet1 $ ***** DRB****** DirectBuy provided me with 2 tracking numbers associated with 2 separate orders but only one item was delivered I provided them with video and a picture of the box that was delivered but they refuse to acknoweledge the ***** person never delivered the other item or issue me a refund!!!

  Business response

  03/21/2023

  Dear *****,
  We apologize for the delay you experienced with receiving the replacement order.We are happy to advise that we received notification that you received the replacement bracelet. We do hope that you enjoy the bracelet.
  Best regards,
  ********* at DirectBuy

• Initial Complaint

  03/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  As a member of Direct Buy Travel ID **********, I booked by phone a vacation at ******************** on January 11, 2023. As per the information on the website this resort charge was listed as CAD$886 (still is). On January 12 my **** bill was charged $660.33 in US funds which using the current exchange rate was about $886 ********. All good so far. On January 18th at 6:06 AM I received an email stating that my reservation was confirmed and El Cid ************** is ready to welcome you. Again all is good. On the same day January 18, we received a phone call asking us to call the account office at ************ re: payment . At that time we were told that we owed $225.67 US funds to complete our reservation as the wrong amount had been charged. Your representative ****** said that the $886 was in ******** funds and we owed the difference of $886 and $660.33. This is not correct. However, I agreed to let him charge my **** card the $225.67 US funds as he said the reservation would be cancelled without this additional payment (this did seem threatening). On that day I had no time to check into things. I then tried phoning numerous times to clarify the problem with various representatives. I also sent emails. No satisfactory response. We have paid the difference and gone on this vacation. My complaint is that on the website, both on the resort page listing resort options and descriptions and on our own account page under resort bookings the amount listed on January 11th is definitely $886 CAD. As it appears on our January 12 **** bill ($660.33US converted to $886 CAD)I would like the second charge of $225.67 ** reversed and taken off our **** as I know that the correct amount must be $886 ******** as per both the website and my account resort bookings page. Direct Buy Travel also needs to be clear in regards to the currency being charged on the website. Listed as CAD but charged in US funds is very wrong.

  Business response

  03/21/2023

  Dear ******,
  We do sincerly apologize for the inconvience you expere3inced with your vacation payment. Our Travel team has advised us that a resolution. A refund in the amount of $ ****** has been processed for you. Please allow 6-8 business days for the refund to post. If we can be of further assistance, please let us know.
  Best regards,
  ********* at DirectBuy

  Customer response

  03/23/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

  Also, I appreciate the speed with which this complaint was dealt with both by the BBB and DirectBuy Travel.  The Associate Director phoned and emailed very quickly in an effort to solve the problem. 

  *****************************
  
  Associate to the Office of the President
  Office: ***********************
  
  *****************************************

   

  We now have the refund from DirectBuy Travel for the amount charged in error and supposedly the company IT department is working on clarifying the currency charged as per the website. 

   

  Thank you for your help.  It would not have been solved without your support.   *********************** and ***********************.  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩