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 =====================
UCC Total Home, Direct Buy ripoff misleading poor quality merchandise crappy customer service Cranberry Twp Pennsylvania
We joined Ucc in 1999 because we were planning on building a new home within two years. What a mistake!
Yes we did save some money on high end items like a jacuzzi jetted tub, but if something breaks you may as well forget about getting help. We orderd about 8000-10,000$$ worth of merchandise from our center. Many items came in damaged, weeks late (try telling the loan officer and your contractor where the kitchen you ordered 2months ago is??) and sometimes the wrong items are sent to you,and they give you grief about not accepting it.
Our beautiful chandelier has a big crack in it, visible after being hung in our foyer,Who is going to come get it down to be returned?? You bet your butt it won't be Ucc. Our leaded glass fiberglass front door began delaminating within a month of being hung ,It took six months of bitching to ucc to get a company rep to call us,then they wanted us to pay a service charge to come install another one because Ucc took so long to contact them.(by the way I tried to contact the door company,they said all warranty contact must be through Ucc).
The kitchen designer never even came out to the job site to measure,we discovered this days before placing the order. The cabints would not have fit (thank god not after the order was placed) This summer we ordered a front door lock,shortly after we placed the order we were told it had been dicontinued,but a lock arrived with totally wrong serial numbers and we are still trying to get our money back 7 months later!!
To use this service it takes hours of research about the products you want to buy,you must know model#'s and all features to compare prices.If you are not exceptionally organized it ends up being a royal pain to shop there. Our experiences have made us loath to even use our membership. The shipping charge eats up much of the savings and you must pick even large items up yourself(the cost of milliage on a u-haul is not cheap).
They will tell you there are greater savings on high end items which is true ,but if it is defective, there is really no savings; is there?
Week after week while shopping we saw many poor couples being given the sales pitch. Amazingly it never changes, our joke was we knew it by heart.
Be sure you order anything months before you need it as the shipping was unpredictable.
Melissa
Jeannette, Pennsylvania
U.S.A.
Why file a report here? Ripoff Report is a permanent record! Other complaint sites copy our content then remove reports for money.
