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 Calgary Alberta Misleading statments to sell membership Calgary Alberta
"With out Prejudice"
We attended a Direct Buy seminar by invitation. After the initial presentation we sat with a hired sales person to get us to sign up. I voiced my concerns regarding the services that Direct Buy provided and in actual fact all they did was an intermidate service. We were in the stages of an renovation and indicated that our daughter was the individual who would be getting the benifit of the savings on the product and she would be present in the ordering. (No problem the sales person says) I also voiced the concern I had in ordering product like a fireplace insert which required specific knowledge in the ordering, size, gas requirements, combustion requirement to fit to our code requirement, etc. As I do not have this expertise can their people help in this area. We were given a list of Direct Buy preffered list of people who can do this and were reasured that all these issues would be handled. I was still reluctant but swayed by their sales person that my concerns would be looked after. We signed up. The next day I try get onto the web site to view options. Cannot access, back and forth with them for over a week and still problems. I than call their suggested Plumbing Co. Left numerous messages. Not ONE phone call in return. We left for an extended vacation. On return, I try to get in touch with the same supplier, same response , No Answer. Go back and visit the show room. Looking for the supliers of direct vent fireplaces. Need help. No one in the store knows anything all they are are order takers. Again the front girl gives me a list of suppliers. Same Company still on the List, I call them again, leave messages No answer and any returned calls. My wife goes to order window blinds. No one at the showroom knows anything. Cannot take samples out to match our wood windows , Question how do we know what to order if we can't match colours? After some heated discussioin and $100 depoist for colour samples my wife leaves and comes home. Direct Buys resonse , We cannot get and pricing , you have to make an appointment with our supplier agent and there is a One week wait. My wife calls Costco, represntative over next day, measures windows and gives us a price. We buy from Costco. These are a few situations which we had. I had a meeting with there Sales manager went over our situation and demanded our membership fee back because we were led to beleive certain things when we signed, they did not provide the service as promised and they falsey represented Direct Buy to us . They would not refund our membership Fee and basically indicating indicated tuff luck, but you should continue to order the product and get value and savings. What a crock of Bull shit. They are a total rip off.
Larry
Calgary, Alberta
Canada
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