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 =====================
Direct Buy, Mississauga pressure sales method - unexistant service - fraud - lies - Not keeping promises - Dodgy company Mississauga And Barrie Too!!! Ripoff Ontario Canada
Prior to my site visit, I was never told that membership cost is high (over $4000 up front); when visited the site I wanted to think about the offer, was pressured to sign right away, or the offer would be null and void. The sales person really played with my emotions and made lots of promises. So i signed and gavce 900$ up front. I don't think I will ever see that money again. The rest is financed at high rates. If I failed to pay, it will ruin my credit rating. I am really scared of that. I tried on numerous occasions to use mymebership and purchase stuff and in all cases I was unsuccessful!!! 1st time: the DB cost was actually higher than the retailer price! 2nd time: I was unable to bring my friend to help chossing between a "wide variety" due to confidential -secrecy liability (whatever... the clerk was just plain rude, I can undertsand a lot of stuff, but I don't need attitude...) 3rd time: I did not got help and could not meet a clerk for the love of money to order after spending 3 hours looking in catalogues to buy tires, lawnmower and snow blower. 4th time: I actually was able to pass the order, but the clerk made a mistake and I received a phone call 10 days later (not the following day, but actually nearly 2 weeks after paying!!!) that the order was still not processed and that there were extra charge that I should have seen... Though they actually pay a clerk to pass the order. I should have passed the oder myself then!!! They refused to a least apologise for the inconvenience, they told me "we have been growing for the last 34 years and this situation is extremely rare, it is NOT our fault". They agreed to cancel my order BUT I am still waiting for my money back (after a full week... it takes 2 minutes to cancel a Visa purchase...) I filled a complaint through the BBB and I am really upset.
Andrée
Bracebridge, Ontario
Why file a report here? Ripoff Report is a permanent record! Other complaint sites copy our content then remove reports for money.
