• Report: #219137

Complaint Review: DirectBuy

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  • Submitted: Sat, November 04, 2006
  • Updated: Wed, August 08, 2012

  • Reported By:Raleigh North Carolina
DirectBuy
1327 Miller Rd. Suite F Greenville, South Carolina United States of America

DirectBuy Worse than useless for most consumers Greenville South Carolina

*General Comment: I am a Current Member

*Consumer Comment: Greenville Directbuy-ripoff

*Author of original report: My facts are VERY straight - and quite fairly presented

*Author of original report: My facts are VERY straight - and quite fairly presented

*Consumer Comment: Robert forgot to include the bank interest on that $5800. Figure a total 10-year cost of $7700.

*UPDATE Employee: Get your facts straight

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First of all, DirectBuy does not appear (to me) to be fraudulent, but they do use high-pressure tactics to coerce people into signing a membership contract that "average" consumers will find worse than useless.

DirectBuy promises that, as a club member, you will be able to save a tremendous amount of money on your ordinary and extraordinary purchases - such that you will save many times the cost of club membership. I believe this statement might possibly be true, but only if you plan to spend $10K to $15K each year for the next 10 years on products that are handled by DirectBuy. W

here the DirectBuy operation borders on a ripoff, is that they "force" you to listen for an hour or more to their brainwashing hype about all the money can save and then require you to sign their contract - now or never - without having a chance to sit down and run some numbers for yourself. I am convinced that most people will find, as I did, that the savings just aren't there. If such people sign the DirectBuy contract, they will end up spending thousands of dollars on a club membership that will yield them savings in the hundreds of dollars. Not a good deal for the average consumer, and DirectBuy pulls out all the stops in their efforts to keep you from figuring that out.

Apparently, the cost of a DirectBuy membership varies according to the particular store you deal with. On this Website, I have seen membership fees mentioned as low as $4300. For the store located in Greenville, SC, the membership fee is $5800 over 10 years. The initial fee is $4200, to be paid in installements over the first two years, followed by $200 per year for the next 8 years. I didn't stick around long enough to find out what payment terms are offered for the initial $4200. Once you sign up, you are committed for the full 10 years and the full $5800. (Actually, I think you could probably beat that in a legal challenge, but who wants to get involved in a lawsuit?)

After listening to their sales pitch for an hour or more, you are given a one-time-only opportunity to sign the contract. If you don't sign then and there, you will never be given another chance - or so they say. Most important for DirectBuy is that this tactic does not give you a chance to investigate their numbers and figure out whether or not you actually will be able to realize the savings they have promised you (Note that their contract specifically states their oral promises are non-binding!!).

In the DirectBuy sales pitch, they show you several examples of products you might buy and show you how much of a markup the retail store is making on these items. I'll admit, this is impressive. You listen to this presentation and think, "Wow!! I can save thousands!!". Well, think again.

First of all, the DirectBuy sales pitch is comparing "true" retail prices to the manufacturers' wholesale prices - that is the "bottom line" in the DirectBuy catalogs. The truth is (as I found out), you can find these same products at substantially less than the "true" retail price if you shop around some. Especially if you shop the Internet.

Secondly, what DirectBuy fails to mention in this part of the sales pitch is that many of these items are subject to an 8% club fee. I was never able to get a clear statement about this fee - what it is for and what products are subject to it. I was told that large home appliances are not subject to this fee, but that furniture items are. But again this is all oral, and the DirectBuy contract specifically disavows all oral statements made by their sales staff. All I can state with certaintly is that you can expect the price you actually pay for many items to be 8% greater than the catalog price - the comparison price used in the DirectBuy sales pitch.

Thirdly, you end up paying two transportation charges. The manufacturer ships to the DirectBuy store (which you pay for) and then you pay DirectBuy to deliver to your home. DirectBuy does bring the items into your home (or at least they say they do - non-binding oral promises again!!), and many freight services used by Internet retailers do not. But many local retailers will deliver for free - and even haul off your old items to boot. Bottom line, again you can expect to pay substantially more than the catalog price - the comparison price used in the DirectBuy sales pitch.

Finally, you will have to pay the sales tax applicable to the local store - even if you live out of state (I would have had to pay SC sales tax, even though I live in NC). Most Internet purchases are sales tax free, as long as the retailer does not have a retail outlet in your state. North Carolina collects some of this money through an estimated tax on your yearly state income tax form, but in most cases, you still get a tax break. You end up paying the full amount only if you are scrupulously honest about how much you have purchased out of state - and have kept the records even to know for sure.

The bottom line is this: in the DirectBuy sales pitch, they compare their catalog prices to "true" retail prices to make their deal sound really attractive. The truth is, you will end up paying a lot more than their catalog price and, if you shop carefully, you can purchase the same items elsewhere for a lot less than the retail prices DirectBuy uses for comparison. Your actual savings will be a lot less than their (non-binding!!) oral promises. And DirectBuy will hustle you just as hard as they can to get you to sign their contract before you get a chance to figure that out.

My experience: I stumbled over DirectBuy on the Internet. It sounded good. I called for more information. The DirectBuy representative refused to tell me anything of substance over the phone. I was sent a packet by mail that was equally uninformative, but which did include a "Visitor's Pass" for a visit to the store. Well, I bit, and I made an appointment to go down to Greenville (over 250 miles away). But I was suspicious because they were so obvious about not wanting to give me any real information.

I am planning a thorough renovation of my home and had already more or less picked out the new kitchen appliances I wanted to install. So I did some serious shopping for these appliances and prepared an Excel spreadsheet with the model numbers, vendors, prices and shipping costs for these appliances. The total price for these appliances (all Internet purchases, it turned out) was $8,443.76, including shipping ("threshold" delivery).

After sitting through an hour and fifteen minutes of DirectBuy brainwashing, the sales representative finally got down to a real discussion with me. I insisted that he show me the DirectBuy prices on the appliances I had selected. Without too much reluctance, he agreed. But he read the prices out of the book. I wasn't allowed to see them. In fact, I was not allowed to bring home the paper I wrote the prices on. In any case, the sum of the DirectBuy prices for these appliances was only about $450 less than the quotes I had collected. And that was without any 8% fee, without any shipping and without any tax. I was told (non-binding oral promise!!) that the 8% fee did not apply to appliances such as these. I was told (non-binding oral promise!!) that the manufacturer was offering free shipment to DirectBuy.

So, I would only have to pay the DirectBuy delivery fee and SC sales tax. We did not figure the exact cost of these two items and I did not try to figure how much NC sales tax I would end up paying on the equivalent Internet purchases, but it was clear that the cost of thes appliances purchased from DirectBuy and the Internet vendors I had found would be roughly equal - plus or minus maybe one or two hundred dollars. I could actually end up paying more by purchasing from DirectBuy, especially if the sales representative was "mistaken" about the free shipping and the 8% fee. Non-binding oral promises. No recourse.

The sales representative was quick to point out that the retail markup on large appliances was less than the markup on furniture, kitchen cabinets and such. He promised (non-binding!!) that I would see substantially greater savings on these items. But he also admitted that these items WERE subject to the 8% fee. And I did not have any comparison prices to check. I was told I had to sign a contract then and there - or never have a chance again. I was told that I could not cancel the contract if I later did price comparisons and determined that the promised savings were not there. I got up and left.

So, if you ever think about doing business with DirectBuy, do your homework before you go. Go through your home and total up how much you have spent in the last few years on items that DirectBuy handles, and that you would be prepared to order sight-unseen from a catalog, no returns allowed. Add in any major expenditures you are planning, such as a kitchen renovation. If this total amounts to less than $10K to $15K a year over a 10 year period, don't even bother to make the visit. DirectBuy can't help you.

By the way, DirectBuy handles almost everything you might need in your home except food and toilet paper - and women's clothes. They do handle mem's clothes - at least things like leather jackets - but they seem to feel that women are too hard to please and have to try things on before they buy (no returns allowed!!). They don't necessarily handle every possible brand (they don't handle LG appliances, for example), but their vendor list IS impressive.

Anyway, back to the homework. Assuming you think you might spend $10K to $15K per year with DirectBuy, make a detailed list of some items you have purchased (or plan to purchase) in several catagories. Do comparison shopping to find the best prices you can for these items, to include shipping and sales tax. Then, during your DirectBuy brainwashing session, insist on making a full comparison between these prices and the total DirectBuy cost (catalog price, plus 8% fee, plus transportation and delivery costs, plus sales tax). My recommendation is that you sign the DirectBuy contract only if all of these numbers indicate that you can save two or three times the $5800 membership fee over the course of 10 years. I am betting you will find you can't save anywhere near that much money by buying through DirectBuy - and that you will end up walking out. Just like I did.

Robert Raleigh, North Carolina
U.S.A.

This report was posted on Ripoff Report on 11/04/2006 07:18 PM and is a permanent record located here: http://www.ripoffreport.com/r/DirectBuy/Greenville-South-Carolina-29607/DirectBuy-Worse-than-useless-for-most-consumers-Greenville-South-Carolina-219137. 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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#1 General Comment

I am a Current Member

AUTHOR: Anne - ()

I can say that yes SOME of their manufacuturer books have a fee, most of them don't. The ones that do are usually higher end products from overseas, but the savings on the product itself can't be beat. You have to learn how to use their system to place an order. If you wanted your membership cancelled that badly you should have showed up in person or wrote a letter and sent it certified - you can't really expect to legally cancel something verbally it should always be in writing. I am a new customer to DirectBuy but we're already saving tons on furniture and other items - plus with the money we're saving by not shopping retail for all our "stuff" we get elsewhere that we now get through DB we hope to be debt free within the year!! 

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#2 Consumer Comment

Greenville Directbuy-ripoff

AUTHOR: ashbug - (United States of America)

I wish I had read this before we went to the Direct Buy Open House.  We were asked to come to the Open House and were in fact read and shown all the money saving prices Direct Buy promises they have.  The owner did our Open House and was quite convincing.  Based on the numbers we saw there we thought it was a great deal.  After talking about it, my fiance and I signed up. 

The next day we received our login information for online purchases.  We excitedly began looking through and realized that we had been taken advantage of.  Like the author of this report we found out that many of the things we had bought recently ended up being cheaper than Directbuy was once they included the tax, 8% handling fee, etc.  We immediately began calling directbuy in order to get out of our contract in the 3 day period.  The owner promised to call us back with an answer and it's been a week since he promised to call.  We have left three more messages and our calls have not been returned.  We are extremely frustrated. 

 I would strongly advise people to not even go to the Open House.  The cost of the membership will take you forever to recoup (if ever).  Shop the internet, look for coupons and sale prices and you'll be better off!!!  Do not join DirectBuy and do not support the Greenville location by even attending the Open House.  It's a ripoff.  I wish I had read this report before we ever attended.  It would have saved us time, money, and frustration.

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#3 Author of original report

My facts are VERY straight - and quite fairly presented

AUTHOR: Robert - (U.S.A.)

Every word in my original report is accurate. The word 'force' was enclosed in quotes to set off the word and identify humorous or colloquial usage. This is standard English practice. Or perhaps you failed English 101? Obviously, the doors were not locked and nobody held a pistol to my head. But, as I made abundantly clear in the text of my report, your options are to sit through the high-pressure, scripted sales presentation - or leave. There is no other way to gather information to allow you to make an informed choice. That is what I meant by 'force'. In written and voice communications prior to your "Open House" visit, DirectBuy is very careful NOT to give you any real information. When you arrive on location and ask questions, the answer is always something like, "Wait for the presentation. If you still have questions, you will have an opportunity to ask them after the presentation." At the presentation, we were asked to hold all questions until the presentation was complete - and then we were hustled out of the room before anyone had a chance to ask any embarrassing questions in front of the entire group. Any questions were handled in private, where the questions - or the lack of straight answers - might sway other prospective suckers. Uh, I mean members.

To me, the real indicator that DirectBuy is a deliberate scam, is their policy that you either sign up on the spot - or you will never get another chance. I can understand that DirectBuy may have signed agreements with suppliers not to publish their prices or allow non-members unlimited access to the prices in-house. But no actual pricing was disclosed in the prepared presentation. I can see no valid reason for DirectBuy to insist that, once you have entered their store and heard the presentation, you sign up now or never. Such a policy is simply a high pressure sales tactic.

If DirectBuy truly offered consumers an attractive purchase opportunity, they would find a way to allow consumers to make some informed cost comparisons, confident that the customers would choose DirectBuy. Perhpas they could allow each prospective member to see the actual prices of 10 items, lifetime, and detail the full fees, delivery costs and sales taxes that apply to the purchases. And make a written quote. But DirectBuy goes out of their way to PREVENT prospective members from doing any real comparison shopping, and they will put nothing in writing that might protect the member. That was another thing that disturbed me. The salesman they assigned to me kept making statements like, "The 8% fee doesn't apply to major appliances." But he would NOT put that in writing and he could not or would not show me any written document where this policy was stated in writing.

I was told explicitly that the contract I was being asked to sign was irrevocable over the full period of the contract, to include the yearly fees. Perhaps that is not the policy at your California location. I can't say. But I can say without any doubt or chance of error, that was the policy stated to me at the Greenville store.

As a final thought, consider the difference between the business model used by DirectBuy and the business model of a local or Internet retailer. DirectBuy makes their money by selling you a membership. They get most of their money up front, and have a contract (that may or may not be enforceable) requiring you to pay them a fixed amount of money over a fixed period of time, whether or not you ever buy a single item through their store. DirectBuy doesn't lose a penny if you never come back in the door. In fact, they are ahead of the game if you never come back, because they won't have to process your orders or deliveries. If you find other, more attractive prices for the items you want to buy, they still have made their money. If you are unhappy with the service or have problems with damaged or defective goods, they still have made their money. They are in business to sell you a membership, NOT to sell you products. Oh sure, you can hurt their business through word of mouth if you are unhappy. Or publish your discontent on websites like Ripoff Report. But a retailer has the same concerns and, in addition, is dependent upon your repeat business for his continued success. Where do you think you will get better service? And from my limited experience with the major appliances I was shopping for, that's where you will get prices that are as good or better as well.
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#4 Author of original report

My facts are VERY straight - and quite fairly presented

AUTHOR: Robert - (U.S.A.)

Every word in my original report is accurate. The word 'force' was enclosed in quotes to set off the word and identify humorous or colloquial usage. This is standard English practice. Or perhaps you failed English 101? Obviously, the doors were not locked and nobody held a pistol to my head. But, as I made abundantly clear in the text of my report, your options are to sit through the high-pressure, scripted sales presentation - or leave. There is no other way to gather information to allow you to make an informed choice. That is what I meant by 'force'. In written and voice communications prior to your "Open House" visit, DirectBuy is very careful NOT to give you any real information. When you arrive on location and ask questions, the answer is always something like, "Wait for the presentation. If you still have questions, you will have an opportunity to ask them after the presentation." At the presentation, we were asked to hold all questions until the presentation was complete - and then we were hustled out of the room before anyone had a chance to ask any embarrassing questions in front of the entire group. Any questions were handled in private, where the questions - or the lack of straight answers - might sway other prospective suckers. Uh, I mean members.

To me, the real indicator that DirectBuy is a deliberate scam, is their policy that you either sign up on the spot - or you will never get another chance. I can understand that DirectBuy may have signed agreements with suppliers not to publish their prices or allow non-members unlimited access to the prices in-house. But no actual pricing was disclosed in the prepared presentation. I can see no valid reason for DirectBuy to insist that, once you have entered their store and heard the presentation, you sign up now or never. Such a policy is simply a high pressure sales tactic.

If DirectBuy truly offered consumers an attractive purchase opportunity, they would find a way to allow consumers to make some informed cost comparisons, confident that the customers would choose DirectBuy. Perhpas they could allow each prospective member to see the actual prices of 10 items, lifetime, and detail the full fees, delivery costs and sales taxes that apply to the purchases. And make a written quote. But DirectBuy goes out of their way to PREVENT prospective members from doing any real comparison shopping, and they will put nothing in writing that might protect the member. That was another thing that disturbed me. The salesman they assigned to me kept making statements like, "The 8% fee doesn't apply to major appliances." But he would NOT put that in writing and he could not or would not show me any written document where this policy was stated in writing.

I was told explicitly that the contract I was being asked to sign was irrevocable over the full period of the contract, to include the yearly fees. Perhaps that is not the policy at your California location. I can't say. But I can say without any doubt or chance of error, that was the policy stated to me at the Greenville store.

As a final thought, consider the difference between the business model used by DirectBuy and the business model of a local or Internet retailer. DirectBuy makes their money by selling you a membership. They get most of their money up front, and have a contract (that may or may not be enforceable) requiring you to pay them a fixed amount of money over a fixed period of time, whether or not you ever buy a single item through their store. DirectBuy doesn't lose a penny if you never come back in the door. In fact, they are ahead of the game if you never come back, because they won't have to process your orders or deliveries. If you find other, more attractive prices for the items you want to buy, they still have made their money. If you are unhappy with the service or have problems with damaged or defective goods, they still have made their money. They are in business to sell you a membership, NOT to sell you products. Oh sure, you can hurt their business through word of mouth if you are unhappy. Or publish your discontent on websites like Ripoff Report. But a retailer has the same concerns and, in addition, is dependent upon your repeat business for his continued success. Where do you think you will get better service? And from my limited experience with the major appliances I was shopping for, that's where you will get prices that are as good or better as well.
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#5 Consumer Comment

Robert forgot to include the bank interest on that $5800. Figure a total 10-year cost of $7700.

AUTHOR: Thomas - (U.S.A.)

Since you will pay so much for "joining" DirectBuy you will then feel 'forced' to concentrate your purchases there... which means DirectBuy does not have to 'earn' your business each and every day with reasonable prices and attractive service. They can adopt more of a take-it-or-leave attitude because they already have their profit. The 8% service charges and shipping charges are just more icing on their cake.

I enjoy the "hunt" for finding my best overall deal, and as a key part of that "hunt" I can avail myself of a far greater selection than any one company can ever offer.

The first "rebuttal" is rather long without seeming to contribute much, but this seems normal for people who wish to justify DirectBuy, MLM's, and so forth.
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#6 UPDATE Employee

Get your facts straight

AUTHOR: Backupwhatyousay - (U.S.A.)

First of all, DirectBuy does not "force" anyone to listen to their so-called hype! Visitors are not held hostage and are free to leave any time they wish. The reason perspective members are asked to sign the first day they visit is because the participating manufacturers stipulated this rule as part of their association with DirectBuy. They do not want perspective members to write down a bunch of prices, not join, and then go out to the retail world and try to use this information to bargain with the retailers. These manufacturers still sell to retail establishments and do not want to lose their business. This is why only the members have access to the wholesale pricing and are held to very strict guidelines under their membership. They have no problem giving you a price or two but are not going to let you sit there and scan through tons of books.

You can't tell me that in a ten year period of time you won't spend at least $6,000 on household items for remodeling, gifts, appliances... etc. You will spend at least that much in retail markup. I can give you many testimonials from very satisfied members who saved their membership fee and more in their first purchase. Kitchen cabinets which were quoted at $27,000 in retail were quoted for $13,000 at DirectBuy for the exact same cabinets. Just yesterday I rang up a furniture purchase and the member showed me her pricing from the retail store. She saved over $2,500 on this purchase of living room furniture and couldn't be happier.

Last week a guy was raving about how he saved 60% on his hardwood flooring compared to the quote he received from his neighborhood retailer. A member recently came in with a retailer's carpet quote of $5.85 per sq ft and we had the exact same carpet for $2.49 per sq ft. Of course the larger the purchase the faster you will recoup your membership fee and realize the big savings. You're right, this membership is not for everyone. If they've never spent any money on their home and never plan to than obviously they should not join. It's not for everyone and this is clearly explained at the open house. It would be stupid to join if the only thing you plan to buy in the next ten years is a washer. But be honest, most people over a ten year period spend a considerable amount of money on household related items and would easily benefit from this membership.

Once you sign up you ARE NOT committed for the whole ten years. You have the option to pay the yearly renewal. A recent survey revealed that 98% of our customers are very happy with their membership. The 2% that aren't happy are usually not comparing apples to apples when they come to us and say that they can find everything cheaper somewhere else. There are crappy products and there are products of exceptional quality. Unfortunately, some people fail to see the difference. If you weren't allowed to look at any prices how did you come to the conclusion that there are no savings! What are you basing your comment on?

Yes, you can find some products at or even below the wholesale price in other venues, however, this is also clearly stated in the open house and on all of the catalogs which may fall into this category. Also, some products do not harbor a large markup and therefore the savings we are able to pass on will obviously be at a lesser margin. We merely offer these products as a convenience to the members so they can order things they need all under one roof. When retailers buy closeouts, discontinueds and order in mass quantities they are from time to time able to offer these items at a significant savings. But keep in mind these are "loss leaders" and are used to bait the customer into the store so they can steer them to more costlier items where the retailer stands to make a large profit.

The 8% handling fee (not club fee) is mentioned and discussed at three separate and distinct intervals throughout the open house tour. This fee is solely for the protection of the member. The fee goes toward time and effort expended to inspect each and every order when they arrive at the warehouse for pickup. If there are any issues such as damaged product or incorrect orders, DirectBuy handles all of them for the member so their involvement is kept to an absolute minimum. This fee also goes toward any issues which need to be resolved such as damaged items where both the shipper and manufacturer refuse to take responsibility and DirectBuy is left holding the bag. In cases such as this, DirectBuy uses this money to do whatever is necessary to provide a quick and satisfactory resolution for the member.

Large home appliances are not subject to this fee and on most occasions appliances have a very minimal shipping charge if any. Appliances are shipped right to the member's front door and brought into their home, uncrated for inspection and set in place. Oh, and on the subject of shipping charges...........are you not aware that consumers who buy retail always pay these shipping charges too? Retail stores are not eating the freight charges they pay to have the products shipped to them from the manufacturers. These freight charges are added into their markup. Consumers just don't think about this because all they itemize out on your invoice is the furniture price and the tax. DirectBuy itemizes out all charges incurred so you can see exactly what you are paying for. Even with the 8% handling fee and freight you are still saving in most cases, especially on furniture where retail markups are many times up to 70%, a very impressive amount! Most stores charge for delivery so there is not much of an argument there.

The location in which you take possession of the item determines what sales tax you will pay. If you pick up an item at the South Carolina warehouse you will pay their tax. If you have the item shipped to another state and possession is taken there, the local taxes in that state will apply. That is law. It is not based on where you live.

When you purchase an item on the internet, what recourse do you have when the item arrives damaged? I have heard horror stories where people who purchased on the internet received no customer service and were left to fend for themselves. A member can always rely on DirectBuy to help them resolve any issues. Can you go directly to the manufacturer on the internet and order anything you want, in any color, style, pattern or fabric? In retail stores you are limited to what the retailer offers on their floor in the colors and styles they want you to have. Sure, you can place a special order, but just watch how much the price skyrockets! At DirectBuy you can order anything that the manufacturer has in their catalog just the way you want it. No more having to search and search for the right wood finish or patterns. And this is all at wholesale prices. I've seen the savings and satisfaction on member's faces many many times.

The sales representative was right. The retail markup on appliances is quite a bit smaller than that on furniture and cabinetry. That is why the savings are smaller. There have been many times when associates have recommended that our customers might want to consider going elsewhere to purchase certain items when it benefits them. We are not there to rip anyone off. We want them to get the best deal, no matter where it is. I could not sleep at night knowing that I take advantage of hard working families. I take pride in knowing that these families can afford to upgrade to nicer things than they could normally afford and don't have to settle. You do not have to order items sight unseen. You can go to retail stores to see them we just ask that you don't monopolize commissioned salespeoples time knowing that you will not be buying from them.

All in all, from what I have experienced as an employee, DirectBuy provides an incredible opportunity for those who plan to make small or large changes to their homes and over a ten year period. Recouping your membership fee is a breeze and everything purchased after that is cake. For those who "get it" this is a no-brainer. Those narrow minded individuals who won't take time to see the big picture are the real losers.
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