DirectBuy Gurnee

We joined DirectBuy almost 2 years ago planning to purchase items for a

major home improvement project which included cabinets. We had priced Omega

cabinets at a couple of locations prior to going into DirectBuy and they did a

preliminary quote which indicated that we would save about $20,000. When all

was said and done, we probably only saved about $5,000 on the cabinets but

what we found is that DirectBuy offers absolutely no assistance in product

selection and service with their vendors, especially when it came to the Omega

cabinet line. (When we were done, the warehouse guy told me I should have

ordered Brookline)

The Omega cabinets had many quality problems and DirectBuy initially refused

to assist us. When we went direct to Omega, they refused to deal with us

claiming that DirectBuy, as the dealer was to provide that service. Our

project was delayed several months because of the runaround we got. We would have

received absolutely no cooperation from DirectBuy had it not been for the

fact that we backed out the entire charge with Visa until the issue was resolved

and filed a complaint with the Better Business Bureau.

We made many other purchases through DirectBuy for the remodeling project

and found that once DirectBuy added on the handling and shipping charges, my

savings was 10% at best. Many items were in fact cheaper and faster for me to

order through other sources. Of course, I was disappointed many times when

DirectBuy did not carry the brand I wanted so I ended up purchasing the item

elsewhere.

I never did purchase appliances through DirectBuy because I was concerned

about after-sale service. The owners suggested a contact with ABT in Chicago

for discount pricing for DirectBuy members. I discovered accidentally that I

was better off going into ABT as a regular consumer - pricing was better.

This is very suspicious to say the least.

There have been times, when I wanted to purchase something and the

color-match information, etc. was not available at the store. This is frustrating

when you spend time driving there, going through all of the books looking for

what you need, then to find out you don't have what you need to order. Again,

there is no assistance so if you expect help and service, this is not for

you. Also, if you are a savvy Internet shopper and live in a large metropolitan

area, you will likely do better without this membership.

Remember, DirectBuy will say they don't have a markup but in fact, most

everything is marked up at least 8% for handling, then you also pay shipping and

tax. I think when people say they saved a lot of money at DirectBuy they are

comparing to retail but I rarely pay retail anyway. I always wait for the

sales and deals so if you are that kind of consumer and expect some service,

then DirectBuy membership is not for you.

DirectBuy is proud of their web site but I think it is cumbersome to use

from the standpoint of searching and comparing products. It is a waste of time

unless you know exactly what you want and then, not everything is on the web

site so you really can't shop from home.

I believe what I experienced at DirectBuy is a reflection of their business

model. They make their money up front with the big membership fee so they

don't need to service their members afterward. DirectBuy is a marketing

organization, not a service organization. I suspect their renewals at 2 years are

extremely low. My membership renewal is due this November and I don't think

it is worth it for me to renew for $200.

Wendy Parr

Long Grove, IL

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