- Report: #409326
Report - Rebuttal - Arbitrate
Complaint Review: Direct Buy
Direct Buy502 Sunport Lane, Suite 400 In Orlando, Florida Orlando, Florida U.S.A.
INVESTIGATION: DirectBuy members can feel safe, confident & secure when doing business with Direct Buy. DirectBuy 100% commitment to member satisfaction helping them realize their dreams through exceptional customer experiences & unparalleled savings, service, & selection. Commitment to Rip-off Report Corporate Advocacy Business Remediation & Customer Satisfaction Program, ..A program that benefits the consumer, assures them of complete satisfaction and confidence. Merrillville Indiana
*UPDATE: Direct Buy partnered with world-renowned customer service authority Maritz Corporation to assist them in customer feedback & improving policies & procedures. Rip-off Report Verified Safe
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EDitors UPDATE: Positive Rating and Recognition has been given to DirectBuy for its Commitment to Excellence in customer service.
Rip-off Reports 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 DirectBuys 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 DirectBuys 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 Reports 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. Weve 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 DirectBuys 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 Orlando - Coercive Business Practices Against Elderly Persons coercive, Intimidation, Exploitation of Elderly Persons, Contract Law Violation Orlando Florida
My parents were recently held hostage at Direct Buy for over 8 hours, not allowed to go to the bathroom, and then separated into different rooms before they relented to give their captors the 5,000.00 membership fee. They are in their 70s, and were looking for options and alternatives to an upcoming house renovation.
Facts - Direct Buy staff kept them separated against their will, and would not let them speak to one another to discuss their decision.
They were kept at the "showroom" for 8 hours, and not told until sales pressure time the cost of the membership. They were not given the opportunity to make an informed decision. Instead, they were separated into two sales rooms, and were told that they could not speak to one another.
They signed the contract to membership under duress, with the intention of exercising their 72 hour right of recision allowed to them in Florida Statutes Title XXXIII Chapter 559.3903 which governs the specific rights of persons entering into a contract of membership.
They exercised their right of recision within 48 hours by certified mail, well within their right of cancellation. They have not received a refund. This was before thanksgiving 2008. Florida law gives the member full right to that refund within 10 days of notification. It has been 2 months.
Florida Title XLVI Chapter 825.103 section 1 pertains to the criminal act of exploiting an elderly or disabled adult. This statute says exploitation of an elderly person or disabled adult means:
"Knowingly, by deception or intimidation, obtaining or endeavoring to obtain or use, an elderly person's or disabled person's funds, assets, or property with the intent to deprive such individual the use, benefit or possession of the funds by a person who reasonably should know that the elderly person lacks the capacity to consent."
Florida state law defines this as a criminal felony in the third degree punishable by up to 5 years in prison. under chapter 775.082.
Govern yourself accordingly, DirectBuy.
This report was posted on Ripoff Report on 01/07/2009 06:07 PM and is a permanent record located here: http://www.ripoffreport.com/r/Direct-Buy/Orlando-Florida/INVESTIGATION-DirectBuy-members-can-feel-safe-confident-secure-when-doing-business-wit-409326. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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