Rip-off Report Investigation:
EDitor’s UPDATE: Positive Rating and Recognition has been given to
DirectBuy for its Commitment to Excellence in customer service.
Rip-off Report’s investigation of DirectBuy uncovers an ongoing commitment to total client satisfaction. This means that clients can expect the company will always work towards finding a mutually satisfactory resolution to any complaints or concerns in the past, present or future. DirectBuy pledges to help members and guests realize their dreams through exceptional customer experiences and unparalleled savings, service, and selection.
The Rip-Off Report Investigation revealed a demonstrated commitment by DirectBuy to providing excellent customer service and resolving customer issues. They achieve this through several means, including a recent partnership with customer service experts to actively survey their members and guests and make changes that improve their processes and ensure a uniform exceptional experience for every customer. To address the most common concerns, DirectBuy recently started offering free trial memberships at participating club locations, as well as additional tiers and terms of membership to meet a broader range of household budgets.
The Investigation also showed that DirectBuy members are renewing their memberships at record rates, indicating members are still very satisfied with the value they receive through DirectBuy’s home furnishings and home improvement products and services. DirectBuy is one of the largest consumer buying clubs of its kind, and we are convinced they are dedicated to using feedback from customers to continually improve their policies and procedures.
One DirectBuy executive explained about their many changes stating, “We have a team of service support specialists available specifically to address concerns from members and guests who visit Rip-Off Report. We want to ensure that their experiences with DirectBuy are positive, whether they join or not." Should you require this assistance, please contact them at
DirectBuyHELP@directbuy.com Provide your name, the date of your issue, and the name of the location you visited. If you are a member, please include your member number if available.
Given DirectBuy’s commitment to excellent customer service, they were alarmed by some of the complaints lodged with Rip-off Report. Rip-off Report found that most complaints about DirectBuy were made by non-members who were critical of the cost of membership and the policy that a decision about membership must be made the same day of the open house visit. The policy is there to protect the manufacturers. It ensures their confidential pricing cannot be used by non-members to negotiate better deals with retail stores, thereby protecting the best possible pricing to members. The policy has not changed, but as stated above, new tiers and terms of membership are being offered at participating club locations
DIRECT BUY recognizes that complaints posted on Rip-off Report (true or not) are issues that need to be addressed and if handled correctly can be valuable learning opportunities. With the feedback generated by Rip-off Report’s Investigation DirectBuy has made the necessary organizational changes to allow their members a more streamlined approach to problem resolution and a total overall commitment to customer experience. As one senior executive stated, “We have learned that even the most committed companies can make mistakes, but if you really pay attention, you can learn from them. We’ve adjusted policies to please both members and manufacturers, and we hope that anyone who has further suggestions on how we can improve our services will contact us with their ideas.”
In summary, after our investigation, which included discussions with DirectBuy Senior Management, Rip-off Report is convinced that the company has been and is committed to quality delivery of services resulting in total client satisfaction.
Read about DirectBuy .. see their websites and the services they have to offer.
Read more about DirectBuy’s Commitment to Excellence and Total Consumer Satisfaction and why consumers should feel safe, confident and secure when doing business with a member of Rip-off Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program. ..yes, a long name for a program that does a lot for both consumers and businesses alike.
Read about Rip-off Report Corporate Advocacy Business Remediation & Customer Satisfaction Program,..A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. this program works.
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NOW TO THE ORIGINAL REPORT THAT WAS FILED
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DirectBuy Deceitful, Uncomfortable Sales Approach; Rude & Tactless Peoria Arizona
I've heard the radio ads and seen the TV ads, so I thought I'd finally check this place out since I just bought a house.
The appointment was set over the phone. From the moment I walked into the place I felt a little uneasy. As you've probably learned from other postings, a small group of us is corralled into a room for the presentation. There's a little bit of one on one small talk before they get underway...existing members are seen shopping around the floor, browsing catalogs. All's rosy and civil, for now...
I must say the sales guy was rather effective at first--not over-the-top, not cheesy, and definitely not a rookie. We were instructed to hold all questions until the end, which is fine...unless of course, the sales rep neglects to even invite us to ask any! Luckily a few of us spoke up. The presentation lasted about an hour with 2-3 brief videos featuring testimonials.
You'd think DirectBuy was a nobrainer option for any variety of consumer, no matter the income-level, owner/renter, in the market/not in the market, savvy/hapless, etc. They portray retailers out to be hopeless, overpriced operations (irony?) then throw out some canned disclaimer: "It's not our job to disparage John Doe Retail Co., but..."
In an effort to keep this report brief, I'll highlight my 2 biggest complaints with this sorry excuse for a legit business:
#1--> They think they're letting you in on some highly classified consumer secret, which is the main reason for the Now Or Never sign-up requirement. The secret they for some reason think nobody knows is this: retailers mark up prices to make a profit. Hello?!! Is this not obvious to anyone who's ever paid a nickel for anything?? I learned this at age 4 when I bought a gumball at the gumball-machine!! Their reasoning is that you'll take your newly-acquired insider knowledge and use it as leverage the next time you shop retail (i.e. you'll see a TV you like and remark to the retailer that you know they paid far less for it from the manufacturer and are turning around and selling it for a profit). So instead, you pay a membership fee for the 'privilege' to bypass the retail middleman and save money. Seems like a simple concept, but it's executed in a truly shameful manner by DirectBuy.
#2--> Following the presentation, the group is broken up and you are assigned to an idividual salesman to complete the membership contract. At this point, we already know the price ($5,350 for 3 yrs., $200 per yr after that). It is at this stage of the tour where things get scary. If you for any reason object to the membership price, the process, the service, or just 'need a minute to think it over', they make you out to be some kind of idiot for not realizing the immediate benefits of their ridiculous program. I was pressed for time and didn't feel like dropping 5 grand just to shut this guy up. There's also a finance option where you put of minimum of $535 down and pay the balance over 36 months @ 17.75%. What a joke. Anyway, i'm not letting this place waste any more of my time buy writing more about how you should STAY AWAY.
I am now prouder than ever to shop retail. So what if the retailer makes a little bit of money. DirectBuy isn't exclusive, practical, or even tactful in their pursuit of business. Yes, they may work for some people, but those who have even a minimal amount of judgement will think twice when faced with the chance to join these clowns.
Over and out, glad I walked away (laughing).
Gerry xxxxxxxxx
Phoenix, Arizona
U.S.A.
CLICK here to see why Rip-off Report, as a matter of policy, deleted either a phone number, link or e-mail address from this Report.