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.=====================
NOW TO THE ORIGINAL REPORT THAT WAS FILED =====================
INVESTIGATION: DirectBuy members can feel safe, confident, secure when doing business with Direct Buy. DirectBuy 100% commitment to member satisfaction helping them realize their dreams through exceptional customer experiences, unparalleled savings, service, selection. Commitment to Ripoff Report, benefiting the consumer, assuring them of complete satisfaction and confidence. Merrillville Indiana
*UPDATE: DirectBuy partnered with customer service authority Maritz Corporation to assist in customer feedback, improving policies, procedures. Ripoff Report Verified SafeDirect Buy ripoff, dishonest, no call back, expensive Spokane Washington
Well where do I start??? Joined this company thinking it was going to be the cat's meow to saving money. I am building my home and was talked into doing this "Direct Buy thing".
My first purchase was a bedroom set by Ashley and boy was I saving a lot of money until the shipping and handling came! I saved a woping $250 and had to wait 5 weeks for it to be shipped!
My next adventure was with the cabinets. I had my cabinets designed with Direct Buy and they were very well priced until I added another foot of cabinet heighth and it doubled! The cabinet guy would not return emails or give suggestions. But low and behold I took the cabinet plan to a competitor and they were 10% lower! I was told "was it apples to apples comparison?"
How do you get the exact cabinet from 2 different manufactures? They were the same wood, design, and thickness with the same guides. After speaking with Joe, the director of marketing, he said he was going to do some "investigating" for me and that where members really save is on big ticket items??? Big ticket items??? What is more big ticket than cabinets and bedroom sets :)
I then priced out my appliances. Hmmmm.... I would save a woping $125 and wait 6-8 weeks for shipment. Joe also stated that he would call me back the next day, Friday 11/11 to see if he could get my $$ back for my membership. No Call... Suprise.
I since have left 6 messages for him and for the owner Ron Culley. I left another message today 11/23 for Ron and Gina told me that he would not call me back?? I told he I would come there to talk to him and she said if I came in and demanded to talk to someone, she would call the police??? What a company... Do you think they experience this often??? I would be willing to bet.
If anyone in Spokane or out there for that matter would be willing to start a class action suit.... IM IN!!!!
Ryan
Spokane, Washington
U.S.A.