DirectBuy 8450 Broadway, Merrillville, IN 46410

"Ms. Tashell Peralta was extremely helpful and very patient. I was making a large purchase sight unseen and she allowed me the space to make my decision over a period of a few weeks. I was so happy to hear her on the line when I called about another purchase today."

"If I could give them a zero I would. I have paid more than Costco pricing on a washer and dryer, not to mention Costco delivers and I have to go pick up at a Direct Buy Warehouse because they don’t deliver. They won’t even give me the price difference or anything to compensate. DO NOT JOIN DIRECT BUY."

"This email was not helpful, besides, I asked for someone to call me back. The refrigerators shown are only 18 and 19 cubic feet. My refrigerator is 25.1 cubic feet. Also, the dimensions of these refrigerators don't match the dimensions of my refrigerator, so these would not fit properly in the space! And lastly, the wait time is 6-8 weeks. I need a refrigerator now!"

"I’ve been a member of Direct Buy since they had brick and mortar showrooms where you had to thumb through catalogs and order in person. Ironically, back then the customer service was better as was the discount. I paid a hefty membership fee up front and pay a decent sum to renew it every year. I was generally pleased up until these past 12 months. I received two items of bedroom furniture that arrived damaged. I refused the one chest of drawers as the damage was extensive. I took delivery on the dresser with the promise from Direct Buy that they would send replacement parts to me. In the meantime, the replacement chest of drawers came damaged. This time it was only two cracks on the drawer fronts so I took delivery with the same promise they would be sending me replacement parts. Over the course of 8 months (they are beyond slow in sending the replacement parts out), ALL of the replacement parts (sent in 5 different shipments over those 8 months) were either broken or the holes on the drawer fronts didn’t match up with the drawers on the furniture in my bedroom. Thanksgiving, Christmas and Easter - guests commented how awful it was that this matter still hadn’t been resolved. After 8 months of this none sense, I called customer service and explained the whole saga. I was told I’d receive a call back in a week as they were slammed, the person that started my claim no longer worked with that vendor, blah blah blah. After another month, I was told the vendor refuses to ship more parts. Feeling totally defeated, I wrote another ling email explaining the hours & hours I’ve wasted trying to get this resolved. I relented and said just pick up the furniture and issue me a refund. The response was laughable! I was told since the return was my choice to return the furniture, there would be a 25% re-stocking fee imposed by the vendor. I didn’t choose to have broken furniture that cost $4K for one dresser, one nightstand and one chest of drawers. All I wanted was for them to send someone to replace the broken pieces since mailing them to me never worked or take the merchandise that arrived damaged from day one back. The vendor in this case is owned by Direct Buy! I wrote a response insisting that my inquiry be bumped up to a supervisor. After hours more of back and forth over several days, they finally said they would send someone to install the replacement parts. (In the meantime they shipped replacement parts to their warehouse or whatever instead of me, but that eventually got worked out). Finally, last month they sent 2 guys to put the replacement parts on. But of course it’s still or resolved today - over one year from the original order date, because the 2 guys said the dresser repair took them longer than the time they were allocated, so they would have to come back to do the chest repair. Of course nobody came back and nobody called. Fast forward to 2 more weeks and another company is set to repair the chest. Confirmed a time window from 1pm to 4pm. Got a call while already at work the same day as the repair was scheduled stating they would be out between 8am and 11am. I’m already at work early as I planned to leave early to sit and wait from 1pm to 2pm. I never agreed to a time change. I even confirmed the original time change the night before. I’m still being given a run around. I still have a broken chest of drawers in June of 2023 that was ordered in April of 2022. And what’s worse is, you can buy this same furniture from the vendor direct for less than through Direct Buy."

"Thank you Barbara Campbell, from Direct Buy Concierge. You have made my day with your help, first getting me coupons which weren't coming up on my computer and secondly for looking into a long running problem we have been having with our special order leather reclining chairs. At last, you were someone who took the time to explain exactly why our order was being delayed and what Direct Buy was doing to correct the problem. Thank you! Thank you!"