Usacomplaints.com » Shops, Products, Services » Complaint / Review: DirectBuy - Buyer beware! I wasted thousands of dollars and don t want you to do the same!. #301837

Complaint / Review
DirectBuy
Buyer beware! I wasted thousands of dollars and don't want you to do the same!

Here is my letter giving my experience with "DirectBuy of Lancaster". I sent it to the president/owner, Don Deck, on March 14. He didn't even respond to it. No letter of apology, comment, nothing. It is right up there with my entire frustrating experience. Please judge for yourself and see if you ever want to do business with "DirectBuy of Lancaster":

Dear Mr. Deck,

I am a member of DirectBuy. My member number is xxxxxxx. I joined DirectBuy in 11/05 for $4,500 with 3-year membership through the DirectBuy of Lancaster. This experience has been a total waste of money, complete waste of my valuable time, and total frustration with the so-called customer service at DirectBuy of Lancaster.in fact, my greatest dissatisfaction is with the last item: the so-called customer service. The funny thing was that part of their sales pitch was how the DirectBuy of Lancaster's customer service was ranked in the top of all the DirectBuys. That is very scary!

I thought the price of membership was high but okay, pricing in the catalogues was good, and delivery times of 4-6 weeks acceptable. I was surprised by the amount of Handling Fee on all orders. It states in the Membership Packet that a Handling Fee (if applicable) may apply. I was surprised it was 8% of the $ amount (excluding Shipping). I don't remember hearing that percentage when I was sold the package and the percentage is certainly not specified in the Membership Agreement or Membership Packet materials given to me. However, I see it as an additional way for DirectBuy of Lancaster to make a profit so I am okay with it as long as I get good service and I am still saving money over retail. I also thought the Shipping Cost from the manufacturer to DirectBuy was high, but then I figured again additional markup for DirectBuys bottom line.

It also states on the Purchase Order that Orders must be picked up within 3 days or member will be charged $30 per day per order storage fee. That is not exactly customer-friendly.

Now my experience:

9/27/07 We went to the Show Room, selected items, and placed order for: pool table, bar, pool table accessory kit, cue rack, and game table with chairs. I was told by Shannon, Customer Service Rep, that it takes 4-6 weeks for the delivery once the order was placed. I told Shannon that was okay and it was important to receive the order by Thanksgiving which was 8 weeks away as all our family was visiting. She said that usually orders come in earlier, but we still need to understand it could be 4-6 weeks and that once the actual order is placed she would request an Est. Shipping Date. Fine, so I figure worse case scenario is 6 weeks and then we have 2 weeks for freight to get to Lancaster and have MDM Deliveries deliver it to my house.

9/28/07 Shannon, Customer Service Rep, placed two Purchase Orders because two manufacturers involved. Both Purchase Orders said Est. Shipping Date: 11/9/07. This was 6 weeks. I should have realized this is just what they put on all orders.

10/3/07 Shannon called me. The bar has been discontinued by the manufacturer. The manufacturer offered their replacement bar. The DirectBuy Corporate Office Customer Service was able to show pictures of it. We didn't feel good about this so cancelled this part of the order on 10/4/07. Not a problem.

10/12/07 Shannon called that the pool table accessory kit from the one manufacturer is in and I need to pick up. Okay, that was about 2 weeks, so what does the 4-6 weeks mean? I drove an hour and picked up the accessory kit because I didn't want to be charged a storage fee.

11/6/07 I called Shannon at DirectBuy asking on status of the pool table and game table shipping.in 3 days it will be 6 weeks. What is going on? She would contact the manufacturer and call me tomorrow.

11/7/07 No call, so I called Shannon. She said she sent an email to the manufacturer and no response yet. She'd send another email. I asked why not pick up the phone and call them to get an answer. She said they aren't allowed to do that.

11/8/07 No call from Shannon, so I called the manufacturer. The manufacturer Customer Service person said hold a minute and she'll walk to the warehouse and see status. She came back and said the pool table is ready, do I want it shipped? Was that so hard for Shannon to do on 11/6? I told the manufacturer Customer Service person yes and she said they will get it crated and ready for pickup that day. When I told her the reason I wanted it shipped was to have it in time for Thanksgiving, she said DirectBuy uses UCCD delivery and they can sometimes take a couple of weeks to deliver items as they go up the coast for several delivery stops. She said to be sure to tell your DirectBuy Customer Service person they need to let UCCD delivery know the urgency of this delivery.

11/8/07 I called Shannon and told her that the manufacturer said that the pool table is ready to ship and to tell UCCD delivery about the urgency. Shannon said she would follow-up and call UCCD delivery to ask when they were leaving so they could project when it will arrive at DirectBuy of Lancaster. She would call me tomorrow with this information.

11/9/07 No call from Shannon, so I called DirectBuy. Jessica, another Customer Service person there, answered. I explained and asked for Shannon. Jessica put me on hold and came back to say that Shannon was busy with an order right now, but that I should not expect to receive the pool table in time for Thanksgiving and should change my arrangements for the pool table set-up planned for the next week.

When my aggravation level rose, Jessica told me I wasn't suppose to call manufacturers directly (like I was the problem). When I said the reason I called the manufacturer directly was that I was not getting good customer service from DirectBuy, Jessica asked if I wanted to talk to the Manager. I said yes. It was now 6:30 PM, Jessica said the Manager works M-F 9:00 am-5:00 pm, and I would need to call back then. The Showroom Hours are M-F 12:00 pm-8:30 pm and Sat-Sun 10:00 am-4:00 pm. Go figure why the customer service is what it is. I never did receive a call from the Manager saying I heard you're unhappy, etc.

11/29/07 My pool table and game table has arrived at DirectBuy Lancaster! It is now one day short of 9 weeks.

12/3/07 MDM Deliveries delivers the order. MDM Deliveries delivers the majority of the DirectBuy orders. MDM Deliveries opened the boxes and said based on the manufacturer's wrappings around the table it was not inspected when it arrived at DirectBuy Lancaster. It is supposed to be opened and inspected by DirectBuy. MDM Deliveries was upset that proper inspection was not done and marks RTA for all boxes delivered on the delivery sheet as they said it was clear from looking at the wrappings they were not opened and inspected and MDM cannot be held responsible if there are any damages. Also, there is no slate for the pool table! MDM Deliveries calls DirectBuy and leaves message about slate at the DirectBuy warehouse.

12/4/07 I call Shannon. She said she heard the warehouse was already aware of it. They'll call the manufacturer and call me right back. Of course, no call back, so at 3:40 PM I call again. Heather, another Customer Service person, says she'll check on status and transfers me to Liz in the warehouse. Liz gives me her extension and says she has sent an email to manufacturer and will follow-up with a phone call. She should have information by 12/5 and she'll call me. She also said no point in talking with Customer Service people on this going forward as they only read notes entered in the system.

12/5/07 Liz called me back at 11:35 AM. I am shocked, she really called me. The manufacturer said the slate was picked up with the pool table by UCCD delivery. Liz has contacted UCCD delivery and will give them to 12/7 noon to find it, then Liz will elevate the situation to her Manager and will make the manufacturer ship the slate again. DirectBuy will make UCCD delivery pay for everything.

12/7/07 Liz from the warehouse called me, the slate was found by UCCD delivery. However, no delivery date from UCCD delivery. Liz's Manager gave her UCCD deliverys Manager's phone number and Liz will call him directly and will get answer by Monday, 12/10.

12/10/07 Liz called me and said slate will be delivered to DirectBuy Lancaster on 12/13.

12/14/07 Warehouse person called me that the slate was in. To receive the complete order took 11 weeks and 1 day.

12/19/07 I have MDM Deliveries deliver the slate.

My final comments:

Shannon and Jessica at DirectBuy of Lancaster should be fired. They certainly know nothing about Customer Service. I will never place another order with DirectBuy as a result of their lack of responsiveness and promised call backs, attitude, and complete lack of professionalism.

I would rather pay more and receive immediate delivery and good customer service. After I added the 8% Handling Fee, Freight Charges, home delivery charge, and arranging with a pool table retail company to set-up pool table I certainly did not save any money. I've realized that on all the items at DirectBuy, you can find just as good of prices if you're patient and just look around locally.

Liz, DirectBuy of Lancaster warehouse manager, knows her job and what Customer Service means. She said what she would do and did it. She kept me informed. She is a true asset to DirectBuy and should be given a raise.

MDM Deliveries that brought the orders from DirectBuy of Lancaster to my house was great. They were very thorough, careful with handling, and courteous.

I feel due to the ineptness and follow through of DirectBuy of Lancaster's customer service, I should be refunded 50% of my $4,500 membership fee. With that I'll feel that DirectBuy of Lancaster acknowledges their poor service and wants to make it right. If I do not receive satisfaction with this, then I am taking my experience to complaint and vow to personally inform 100 people with my experience and to beware of joining DirectBuy of Lancaster.

Sincerely,

... Never heard a thing from Mr. Deck! I find it amazing and certainly hope potentially buyers read this first before giving them their membership fee!

JohnNew Freedom, Pennsylvania
U.S.A.


Offender: DirectBuy

Country: USA   State: Pennsylvania   City: Lancaster
Address: 1866 Colonial Village Lane
Phone: 7173944588

Category: Shops, Products, Services

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