Customer Service

My husband and I joined Direct Buy of West Springfield, MA about 5 years ago anticipating a major remodel/renovation project on our home, beginning with our kitchen.  Last July the MA store closed abruptly and moved to Rocky Hill/Hartford, CT.  Prior to the closing however we put a huge order in for our kitchen.  I was nervous and we were absolutely PROMISED there would be no problems whatsoever.  To make a very long story shorter, we were lied to.  We received damaged pieces and incorrect parts that were clearly the error of either Direct Buy Hartford or Brookwood Cabinetry.  We have been waiting for 6 months not just for replacement but for ANSWERS.  Good luck getting a phone call back.  I have a very lengthy email log but still no satisfaction. The "manager" is pretty much worthless to talk to. The man from the kitchen department is completely incompetent.  I finally got a call from a woman at DB-Hartford who, again, PROMISED me she would get to the bottom of this horrible mess, and gave me some hope.  Guess what?  She lied, too.  We have been forgotten AGAIN.  The dream kitchen I have waited for is still not finished.  We had to dismiss our carpenters months ago, and we are at wit's end.  I hope this serves as a warning to those about to fall for the Direct Buy hype - once they get your money, they move on to the next sucker.