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 RIP-OFF, ADDED COSTS NOT DISCLOSED, POOR COMMUNICATION AND HORRIBLE CUSTOMER SERVICE Houston Texas
I joined this "Directbuy- purchasing club" thinking it would be a great vehicle to economically refurbish an older home I purchased. When you go out to learn more about the Direct buy deal; you are given hard sell, inaccurate information that does not fully inform you of the total costs involved in your products purchased. I was asked why I wanted to join, where I explained I was looking to remodel my kitchen and eventually other areas of a home I had purchased. You get little assisitance once you have joined to find the merchandise you are buying and have assisitance that can't or won't help. They just sit an look at you with a clueless expression on their face when you ask for help.
Appliance costs end up being equal to or less than other local merchants even though you are told they are 40 to 60% of what retailer's charge, when you factor in shipping cost, and the service costs they charge... it can even be more. I did comparative pricing on appliances I purchased and found better deals elsewhere and on line. Flooring is no deal either...you can do as good at Lowes, Home Depot, with out the added cost of the HIGH COST membership you pay to join. The cost associated with cabinet purchases are not given to you accurately, particularly the installation, which ended costing me 35% more than I was quoted they would be. Once you pay the installer recommended by Direct buy they vanish or will not return calls as you find they have not totally completed the project properly. They consider your project is so minor in their eyes, and too much a waste of time their time that you will not get assistance when needed. Their objective seems to be what else I can sell you, countertops etc… when you say you have that covered then you will find your job goes south quickly. The products arrive damaged and then when you find problems need to be resolved, such damaged cabinets sent out or problems with the finishes being bubbled, you are asked to send photos of the problem which does not photograph well.
Customer service is NON-existent…you must make several calls and follow with extra e-mails to possibly get the “customer service manager” to return your calls. At that point the BS flows…I called to confirm the actual delivery date of my cabinets so I could have my kitchen ready for delivery and installation of the new cabinets with out having to rush my contractors for completion, or be without my kicthen for extra time. I was told they would check and get back to me as the paperwork I was given gave 6 weeks which they say is the turn around time from when I paid for them. They did not give me call back and communication skills are poor, teens answer the phone and the owner/manager is never there or available to take calls. The cabinet actually arrived 3 weeks early than the paperwork stated which I was provided. I had barely started the demolition of the old kitchen, and renovations needed to be ready for the new cabinets. Basically you get excuses, lies and no service at this facility. The owner will NOT return any of your calls "PERIOD" as he believes all IS perfect in customer service land. I assure you it is not, and to ingore a new memeber's calls is totally unprofessional!!! I recommend saving your money, headaches associated with Direct buy from the incompetent management and find your deals on the internet. DIRECTBUY IS A COSTLY, LOOSING PROPOSITION. HANG UP THE PHONE WHEN THEY CALL YOU!!!
MONA
Houston, Texas
U.S.A.
