SPECIAL UPDATE: April 13 2011: DirectBuy remains committed to increased customer satisfaction and has improved their business practices over the years to better serve their customers. DirectBuy is truly dedicated to making sure their customers are satisfied and that any complaints which do arise are addressed promptly and fairly.
To date, DirectBuy has made good faith efforts to resolve all complaints reported on Rip-off Report. Based on our experience, the member business has proven to be among the top members of the Rip-off Report Corporate Advocacy Business Remediation and Customer Satisfaction Program as a Verified Safe Business™.
Over time and since becoming a member, DirectBuy has remained actively engaged and improving the way they address customer service complaints. As an active and current member of the Rip-off Report Corporate Advocacy Business Remediation and Customer Satisfaction Program we are happy to report that now more than ever DirectBuy remains committed to improving customer satisfaction.
Remember, no company or individual can ever satisfy 100% of the people 100% of the time. There are no products or services that will always be perfect for everyone and even the best companies will receive complaints from time to time. However, by participating in the Corporate Advocacy Program, the member business has made a commitment to working with its customers to resolve complaints quickly and fairly whenever possible.
Please keep in mind that as a consumer you have some responsibilities as well. Success has many definitions that based on your past experiences, current situation and your perceived expectations. Success with any product or service is always based on the proper application and understanding. The fastest car will not run if you never turn the engine on. Look at how you used the product or service that was provided in relation with the instructions that you received. The Corporate Advocacy Business Remediation and Customer Satisfaction Program will help you get your voice heard but please be prepared with documentation and fair representation of your concern, also have an idea of how the company can fix your concern. Can they offer additional services, extend warranties, offer a fair refund or just get you talking with someone that can help. ..let them know and let us know!
*Any consumer not receiving satisfaction from a member of the Corporate Advocacy Program should email us at editor@ripoffreport.com
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 - Savvy Buyer DBA DirectBuy Of Eatontown, UCC Total Home Improvement Unfair business practice, unconsciousable act to sell membership and would not allow us to cancel membership with refund. They are dishonest and have high membership fees that cannot be recouped. RIPOFF Eatontown New Jersey
We wanted to rescind our membership contract due to the business engaging in "unfair practices" and "unconscionable acts". They would not return our calls. After researching consumer complaints on the internet we feel the membership would not meet our expectations.
We sent a written letter to cancel the membership. We wanted a refund for the initial $500 deposit plus cancel the credit installment plans on the remaining balance of $4000. A total of $4500 for the membership. The owner informed us that we had 24 hours to cancel with a refund.
We left a voice messages and spoke to Ana, office manager and were given negative feedback. We contacted Consumer Affairs and discovered two complaints were filed in January 2005 and April 2004. We submitted a complaint to Consumer Affairs and are awaiting the outcome.
Notes taken from the visitor appointment:
We were given 24 hour cancellation by Elvis Kendricks, General Manager. However, since it was verbal it was not legal.
We were told about the high quality of Starwood and other kitchen cabinet brands but none are listed in their website.
We could not log on to the website in their showroom, in order to see how prices are listed in the web for members only.
We were told Little Falls, NJ has the complete kitchen cabinets showroom but none is listed on the Directbuy website for such location.
We were told Introductory and Discontinued products are offered in their magazine. So it appears these items are no longer offered to the public because of quality issues or low demand.
Delivery of large item goods to Eatontown showroom would mean paying extra fee for home delivery. This appears to be extra shipping costs to the consumer. We could not understand why packages were already opened in the warehouse prior to consumer receiving the goods. We were told that items cannot be refunded once purchased (discontinued items). No product warranties were given. All these factors make it difficult to recoup costs on old discontinued items that are outdated.
They claim that 88% of members have renewed their contract.
We could prove that was a true statement because we could not see the membership roster or ask for a referral from the member list. We wanted to know about the experiences of existing members with DirectBuy but were not given the opportunity.
The contract says delivery times cannot be guaranteed. It appears that maybe manufacturer's incentive not to deliver goods on time if items were at lowest cost.
We were told that kitchen cabinets are solid wood as opposed to press board. Same scenario told by Lowes, Home Depot and others selling cabinets.
We were not given temporary login to the website after the initial membership deposit.
We were not given access to their product catalogs in the showrooms as they were closed on Sunday and Monday.
We were told that 95% of online data is outdated because of updates.
We were not given time to think over the contract or to see actual prices of a cabinet we wished to purchase.
Other individuals that came to the appointment were told that had a chance to win something with a winning key. Others were contacted by telemarketing phone call. We saw the ad in APPress newspaper that we could purchase products up to 85% of retail price.
We were told that the business was there for 18 years - checked with Chamber of Commerce and they only signed up with them last year. Previous name of business was UCC
Total Home Improvement.
Directbuy was listed as UCC in Eatontown and at a different location in Eatontown. The name on the contract was also different, SavvyBuyer Inc.
We found out later that two refunds and complaints were given in May 2004 and Jan 2005.
Their website is deceptive because of following reasons:
no list of name brands
no list of prices
no list of other costs like shipping, tax, delivery
Kitchen cabinet website does not offer much info:
It defines "Great savings" by member's opinion and not actual prices.
Kitchen website has only information on Kitchen Design, Kitchen Finishes, Everything Kitchen, Great Savings but no real information about the actual product and price list.
http://www.directpatiofurniture.com/resources.aspx
http://www.directpatiofurniture.com/site_map.aspx
The claim to offer best prices on granite,silestone and
corian. We saw an ad for granite at the same price they offered, $49/sq. feet.
We saw a catalog for Armstrong windows in the showroom but were not given the opportunity to review the catalog.
Salesperson said Senior citizens would not benefit because they have less purchases to recoup cost. This would be considered age discrimination because some of their visitors were senior citizens.
We were told to purchase the membership not only for the kitchen cabinets but for the whole package. For example, claims of 10-15% discount from car purchases but no list was given of actual prices. Many places already offer the same discount.
At any time the company can sale our contract to another business. Transfer of business would mean transfering the business to another owner which they have done in the past through business name changes - UCC Total Home Improvement, DirectBuy and now SavvyBuyer, Inc.
Their website was incomplete because it did not acknowledge the web company that created the website. They offered general information about creating a kitchen but no specific information on costs.
We were totally wrong in purchasing a membership with them and would like some recourse. Hopefully, this will educate others and avoid them from having the same experience.
Regretful
eatontown, New Jersey
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.
