Have you ever heard the temr "buyer's remorse?" Well, my wife and I are suffering a huge case of that because of problems we are having with Direct Buy.
We remodeled our kitchen and went to Direct Buy to purchase a new stove and over the range microwave. We were sent to some catalogs to search out what we wanted. When we saw what we wanted, we filled out a purchase form and took it to the customer service desk. They took our order form and told us that after they input the information into their computer they would come and get us so we could pay. After about 15 minutes (they weren't busy at all) we went back to the desk and asked if it was ready. The lady said it was being input and pointed to the girl who was working on it. We walked over by her but did not interrupt. She had the order catalog and our order form.
When our stove and microwave arrived, we drove 85 miles to pick it up at their warehouse. At the warehouse they cut open each box just to show us that no glass had been broken during transport. When we got home we left the two items in our garage until the kitchen back splash tile work was completed. When we opened the box with the microwave we discovered that it was a stand alone counter top microwave. We immediately called Direct Buy to see if we could exchange it for the correct item. The order form had a model number, and the description on the order form was "Gallery Series 2.0 cu. ft. Over the Range Mocrowave." They said they would look at their copy of the order form and when they did, it matched ours.
They said they would consult the company's catalog to see what it said. They called back to say that the item number was correct, but that we had mistakenly written "Over the Range Microwave," that that number corresponded to the built-in model. I said that when they were comparing the model number on the order form they should also have compared the description of the item and caught that. They said they don't do that , they just check the model number. I asked how often this kind of thing happens and was answered with silence. If they know that there is a "no return policy" they should make every effort to make sure that the model number and the item description are the SAME, don't you think?
I asked if I could return the Microwave and replace it with the correct one, paying any additional costs for the correct one. They told me they do not do returns. I said, "It is not a "return", it is an "exchange. I don't want my money back, I just want the right unit." She said they would call the company (frigidaire, a subsidiary of Electrolux) and see if they would make an exception and call me back. Five days later they still had not called me back so I called them. Demetrius, the girl who was handling my case, said that the company does not do returns. Again I protested that this was an exchange, not a simple return. She said we were welcome to come back and buy another microwave that was an over the range type, but that we had to keep the one they sent.
I called Electrolux Customer Service and was told that my concern was handled by another office but that they could not and would not give me that number. Jay said, "You will have to have Direct Buy call for you." I told him that they did not call and would not call Electrolux, He said he was sorry that he could do nothing. I kept researching to get a number where I could get some satisfaction on our issue. And then EUREKA, I found the Ripoff Report site where I read a complaint against Electrolux from a man who bought a washer that he had a problem with. In his correspondence with the company he got a different customer service telephone number. I called it and described my problem. They said, "Return the unit to the store and exchange it," and then gave me the address and telephone number of a local store that sells that product. They gave me a case number to take to the dealer to complete the transaction.
The main point here is this. If you have a problem with something you purchase from Direct Buy, you can abe assured that they will do NOTHING to help you achieve satisfaction, no matter how logical and fair your request it. They blame you for any problems and refuse help. If you are smart you will not become a Direct Buy member and will tell all of your friends to avoid them like the plague.