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 - Franchise Owner Rock Borschuk, CPA Ripoff
Arrogant deceive forcing customer out of the touring the demo room Gaithersburg Maryland
My Bad Experience at DirectBuy, in Gaithersburg, MD and the Franchise Owner Rick Borschuk, CPA. in Metro Washington area. People be aware of the trap and bad business manner by this buy and whole DirectBuy business.
My wife and I joined the presentation after viewing the TV ad and phone call to make the appointment. They won't tell you the membership fee until at the end of TV (video) presentation. When there was a lady said she could not make decision to pay $4995 for the first two year and $200 for each year thereafter within 8 years. She said she would talk to her close family people to make decision because she did not know that if one does not join the membership at the end of tour (90 min. totally with 45 min. presentation), one would not be allowed to come back to DirectBuy within 5 years! Yes, the same night to make decision or no right to join or visit the DirectBuy in next 5 years! They claimed that you would save $5000 within 10 years of membership easily, even if you just purchase 2 items each year, most of time in the first year.
Then the lady presentor just ask their staff to call the owner in and he instantly request the lady who complained the lack of time and preparation. I tried to explain to Mr. Borschuk that she was not intending to disturbe the presentation, just was asking if she could take another day or have somebody to help her to make decision. Then he suddenly said to me "would you leave here now?" My wife and I felt very upset about his bad manner and arrogance. He just turned me away. My wife and I just purchased a 0.9 milliion house in Rockville, MD a week ago in the first week of shopping houses. We made decision to purchase at the 2nd house we saw. We do not want to waste our time to shop around. We could join the membership the same evening after the tour, because money is not our issue. Our business is running very well in recent years. But just because Mr. Borschuk and his DirectBuy bad business decision/policy that preventing us become their member.
On the way back to home, I told my wife that we were glad to be turned away that saved us money in the long run because we do not have the pressure and needs to purchase more to make the $6000 back within 10 years.
There were about 4 couples and two single females during the presentation. Three couples including us and one female (the lady who was asked to leave the room earlier) left the DirectBuy right away after the confrontation with Mr. Borschuk. Only one couple and one lady went to continue for the tour.
This was my real worst experience in a franchise, ever in my whole life. I am going to talk to any people about my bad experince in DirectBuy today and post it in everywhere I can post just let people not get hooked with directbuy tacit and decive, arrogant manner. DirectBuy shall not exist in the business trying to lure people pay a hefty fee upfront ($5000 within first two years!!!).
Be aware of DirectBuy. Be away Rick Borschuk CPA in Gaithersburg, Maryland DirectBuy!!! Vist your local discount furniture and appliance stores to support local economy.
Allan
Rockville, Maryland
U.S.A.
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