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 =====================
DirectBuy Misreresentation of capabilities & high pressure tactics Woodbridge Virginia
On March 27, 2009, my wife and I attended a DirectBuy (DB) introduction meeting at the Woodbridge Center to learn if our long-term improvement plans could be met and if it could produce a substantial savings to us by becoming a member. During this initial meeting and other meetings with various DB representatives that day, we laid out our plans for installing hardwood or laminate flooring. We were assured that we could save the membership fee on our flooring purchase, that DB could purchase the correct flooring and trim peices from any flooring manufacturer, that DB could arrange for installation at a substantial savings, and arrange for installation. We were told not to make no deals with the non-|DB suppliers; rather Also during this meeting I asked if DB could provide a cordless electric shaver. We were told that often these small items were available in the store or could be ordered and mailed to the house.
Based on DB's representatives statements. I agreed to sign up for a one-year trial membership at a cost of $1,800 and would extend it to a 3-year term if all that DB representations proved true.
After signing DB's agreement, my wife and I began following DB representatives' directions for obtaining the "free" estimates for installation and materials. The first snag was a demand from the installer for $150 to provide the “free” estimate. The second problem was that DB, without an outside dealer, could obtain the flooring that my wife had told DB she wanted - We learned that DB had no arrangement to directly purchase Formica Brand flooring. Using DB's outside contractor, DB was able to procure the flooring but at a greater price than I later found that I could. During our contact with DB and its representatives we identified several more misrepresentations. Tour representative's made untrue claims as to what DB can purchase directly from any manufacturer at a substantial saving. Next, I learned that free estimates aren't always free. Then I learned that DB does not sell cordless, electric razors as represented at the initial membership meeting.
All-in-all, DB made several misrepresentations as to the benefits of membership Since DB was not forthright in its representations, and since I have been unable to get DB representatives to fulfill their claims as to the advantages of DB membship, I am asking that Direct Buy refund my Membership Fee of $1,800. Since this operaion appears to be a sham, I will bne surprised to see any money returned.
Charles
Locust Grove, Virginia
U.S.A.
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