Rip-off Report Investigation:
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
Direct Buy High Pressure, Vague, Misleading Woodhaven New York
After nibbling on their well presented advertising carrot, my wife and I decided that our upcomming refurnishing plans might be considerably cheaper if we joined what seemed to be a highly recognized (BBB, Dun & Brad, Fortune 500 Co) (PS,A CHECK THAT NIGHT REVEALED NO SUCH AFFILIATIONS OR RANKINGS AS CLAIMED !!!)buyers co-op. From the first moment,there were red flags.
At every turn there were rules restricting every movement.....who could attend, who MUST attend, even who COULDN'T attend. Couple this with very little, if any, advance info about the programs cost or terms, and it was easy to see why our "Scam Antennas" were at 3/4 mast already. We were unimpressed as we were greeted by a fast and smooth talking salesman, who was equally unimpressed having to try to sell his product to a guy who wore his name tag on his hat and his wife who spilled coffee on her white shirt in the car on the way over.
Maybe it was that,it may have been my wifes obvious disintrest, or maybe it was when my lack of price savvy was exposed when we played "The price is Right" regarding a grandfather clock and pool table, my guesses overshot the actual price by more than double. Whatever the reason, he decided to focus his attention on the other two couples in our group, neither of whom would be prepared for what was to come.
I must admit that my antenna retracted a bit during our visit. As we were shown one product after another, with all the pricing involved, it seemed like a good deal. We had concerns about quality, those were answered immediatly as there were many high quality companies involved. As we neared the end of the tour, 90 minutes into it, my wife and I were actually taking a guess, or establishing a monitary threshhold that we would accept. Again, I was way off the mark, but I don't think anyone in the room was ready for the numbers that followed.
All I remember is some mention of $4300 and than a yearly membership for 7 years thereafter....not much memory of what happened next, my wife says I stopped breathing for about 10 minutes.
Next thing I knew we were sitting at a table waiting for the salesman to give us a "personal" talk. They divided us up VERY QUICKLY before anyone could recover enough to speak, and although there were PLENTY of tables to sit at, we were directed to sit at tables ONLY with a "Reserved" sign on them. The tables were spaced far enough apart the you that if you tried to you couldn't communicate with anyone else unless you had a cell phone. Well, strike that because one of the endless rules was NO CELL PHONES ALLOWED.
Antennas were up again as our salesman came to our table to gauge intrest. I guess my wife asked one of those foolish questions, when she asked if she could look at the brochures to get a guage of what products were offered and at what prices. The answer was a condensending "....if you NEED to."
When she asked the timeframe of our decision,it was explained to us that we weren't allowed a second visit, as they were protecting against people who would use their showroom as a price barometer and run back and forth to retailers with price quotes, the manufactureres would receive complaints from the retailers, and not allow direct purchases in the future. Fair enough, but as a person who spends a few weeks investigating the price and detail of a new cordless phone, I would like a night or two before commiting to spending $6000. The answer was that we had to sign now, or never be allowed to. She asked if we could think about it and CALL, not visit again, so as to eliminate the threat of our price knowledge. This time the answer was about how many people visited the showroom. I interupted and s l o w l y repeated the question, as we didn't ask about people visiting. The response was to hand us off to another salesman.
After all this my wife looked at me and said, "Lets go.
From the time I was home looking at the website, I should have decided it up to a scam. There are SO many red flags,they are VERY good about theit business,as most scam artests are. They do everything with a purpose, a reason, but we went for a look anyway. I can only wonder about the other couples that were still in conversation with these people as we left. They could probably ill afford to lose that much money, as they seemed to be people that were just making ends meet, and were going to fall prey to their talk about how you can do more for your family by joining.
The main purpose of this writting is just to inform all that read it that there is nothing about this deal that smells good, and after reading all of these complaints, I am so glad that we walked away. Hindsight is so clear now that this is a scam, but this afternoon, it wasn't that clear. The funny thing is that I told my wife, that if they weren't so greedy ($6k),and asked for say $2k, I would have given her an argument for signing.
It won't be long before I see them on a "Shame on you" type news report.
Brooklyn, New York