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DirectBuyThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for DirectBuy's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 27 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:07/19/2022
Type:Delivery IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Date of transaction: 10/16/21 Amount: $2192.97 Order# ******* PO# ****-007538 Ordered American Drew ********** The expected date changed which was expected due to Covid related issues with manufacturing. Direct buy said it shipped June 14, 2022 and allow for delivery in two weeks, and expect an email for confirmation. We received nothing, called weekly and get the "canned" response "let me call the home delivery agent"-5minute delay "there is no one available there. Would you like a callback or email?" Same response weekly with no response. Seeking delivery or full refund which we have also been told is not possible since item went to delivery. Any help would be appreciated.Business Response
Date: 08/02/2022
Thank you for bringing this issue to our attention. Our team has been in communication with the member. Our team received confirmation from the warehouse that they were able to receive the order in on 7/28/22 and have it checked in and ready to schedule. Our local delivery partner should be reaching out to the member within the next ***** business hours. Our team will be continuing to follow up with the order until we have confirmation that everything was able to be fully delivered.Customer Answer
Date: 08/02/2022
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.Initial Complaint
Date:06/24/2022
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hello, I purchased furniture from DirectBuy (Company Address: ********************************************************* Phone ************) On June 2, 2021. It was purchased under order number HD0405-343109. My Membership # *******. Item W647-60 ************** Stand arrived with a damaged door that was warped and does not close. This piece was not actually delivered till March 24, 2022. I immediately opened a Ticket with them #****************. As of today I have still not received my replacement price.Business Response
Date: 06/30/2022
Thank you for bringing this issue to our attention. Our team has been in communication with the member and was provided an update on 6-24-2022. We currently have a replacement door on order with ******. The door is estimated to ship early July. Our escalations team will provide updates as we receive them from the vendor.Initial Complaint
Date:06/23/2022
Type:Delivery IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered several pieces of furniture from Direct Buy about 18 months ago. It finally came around 10 months after I ordered it and 2 of the pieces were broken. I contacted them that day. I only received one of the replacement pieces last week! When I contacted them that day that the other two pieces were not delivered, they tell me that the "delivery agent" says they were. Well, they were not. I still have two very broken pieces of furniture. I contacted them again and they said they "submitted a ticket". No resolution. No date of delivery for the other two pieces. This is unacceptable.Business Response
Date: 07/01/2022
Our team has been in communication with the member and advised the following. Our Local Delivery partner is not able to locate the replacement chair in their warehouse. Our team has offered to reorder a new chair or process a refund. The member has chosen the refund.Our team will work with our accounting team to get the refund processed as soon as possible.Initial Complaint
Date:06/22/2022
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have a membership with DirectBuy since approximately ****. They had a warehouse in ********, ******* where you could order almost anything you could think of for a reduced price as you were ordering directly from the manufacturer. In 2020 they closed the ******** warehouse but I was still able to order through them using their website. The last 3 items I have ordered through them have come either damaged or having a manufacturer's defect. They replaced 1 of the items I ordered but I am having trouble with with other 2. The main complaint I have as of today, is that they sent me a broken chair and have refused to reorder me another one nor will they send a repair person to fix it. I have had ongoing e-mails and have left messages to no avail. They say the best they can do is to refund me half of the price of the chair less all the shipping and handling fees ($166. 68) I don't feel that it is aboveboard for a company to take payment in full and then refuse to refund or repair a damaged item. I cannot speak to anyone with authority and their call centre seems to be run out of ******. At this point I would like a full refund of $523.25 which is what I paid for the chair plus shipping and handling.Business Response
Date: 06/29/2022
Thank you for bringing this issue to our attention. Our team has been in communication with the member and has advied the following. The member agreed to accept compensation of 50% off the order, which is a refund of $261.62.
Unfortuantely, the member signed for the order at the warehouse as being free and clear of damages. When the member got home, damages were discovered. We had no grounds for a claim against the warehouse since the member signed off on the order.
The refund is currently being processed, once completed our team will again follow up with the member.Customer Answer
Date: 06/30/2022
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.complaint #********. I have heard back from Direct Buy and they have agreed to reimburse me for Half the price of the chair. I have accepted their offer. Not sure if your contacting them made the difference or not, but I thank you for your efforts.
Sent from *************************** (******************)
Initial Complaint
Date:06/14/2022
Type:Delivery IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased bedroom furniture for a guest bedroom in December 2021 for $2,200. The original estimated ship date was March 2022. This date came and went without a delivery. Ive called and spoken to multiple representatives who have not resolved the issue of where and when the furniture will arrive. The newest update is that the furniture is in a warehouse in ******, **. Direct Buy says it is trying to get in touch with a Home Delivery Agent to provide an update. There is a second order of furniture that is not due to arrive until July 2022. At this point, I am not hopeful of receiving ANYTHING that was paid for in December of 2021. The second bedroom suit cost $4376.00.Business Response
Date: 06/20/2022
Our team has been in communication with the member and advised the following. Our Home Delivery team is currently working to get the refund processed due to the merchandise being lost at the warehouse. Both teams are working together to get this processed as soon as possible.
Our escalations team has also offered a $200 merchandise credit to go towards a future order so that we can work to have that better experience. If the member would like this credit to their account,the escalations team would be happy to apply it.Initial Complaint
Date:05/26/2022
Type:Delivery IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Oct 5, 2021*****# ****-353014**** Furniture$ ******** --- Oct 5, 2021*****# ****-353013****** Furniture$ ******** --- I placed these *****s in October of 2021 through Direct Buy & have not received either. I've contacted the company several times & no one will return my phone calls. Usually around 2 weeks after calling I'll get a vague email with a different estimated ship date. Every email pushes it back another month or so. I have checked with ************* still have the furniture I *****ed online, so I know it is still available. The **** ***** says it was delivered to the warehouse in November 2021 & they would contact me to set up delivery soon. I have been beyond patient & as nice as possible but their customer service is practically non existent. 2 weeks ago they emailed saying the ****** ***** was scheduled to ship in ******** would be contacted in 48 hours about the **** *****. I was never contacted. Today I finally received an email saying the ****** ***** is scheduled to ship July 6 & wanted to know if the warehouse has contacted me about the **** *****. It's just been a constant run around & no one will do anything or give me a straight answer.I have all the emails saved, I've asked several times for a return phone call but haven't gotten one. I've been a member of Directbuy for 10+ years, my member #******* I just want to get this furniture, it was a Christmas gift for my mother (last ***** ***** going on 8 months waiting.Business Response
Date: 06/09/2022
Thank you for bringing this issue to our attention. Our team has been in communication with the consumer member for status for these 2 orders.
Order ****-****** Lane **************** We have confirmed with our delivery patner that this is scheduled to be delvered to the member on 6/10/22.
Order ****-****** ********************** member now has a open case with our escalations department for continued follow up that has a ESD of 8/6/22. Our team has communicated to the member and will provide bi-weekly updates on the order, until the order is received.
Customer Answer
Date: 06/11/2022
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.
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