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Report: #187218

Complaint Review: Direct Buy - Gurnee Illinois

  • Submitted:
  • Updated:
  • Reported By: Racine Wisconsin
  • Direct Buy 905 Lakeside Drive #7 Gurnee, Illinois 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

*Consumer Suggestion: I know what you mean

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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.

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NOW TO THE ORIGINAL REPORT THAT WAS FILED
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Direct Buy ripoff, scam, Gurnee Illinois

I saw a commercial for Direct Buy (a membership to buy household products for wholesale prices) on TV so attened a free Open House for Direct Buy in Gurnee, IL (3/23/06). The Open House was 2 hours long and we were told that if we did not buy, we would not be eligible to buy again for 7 years. Our salesman was rude & pushy and could not give us any prices for over 4 items that we requested prices for. But, we bought the service anyway. We put down $1800 and were to pay the remaining $3600 over the next 3 years (plus an annual fee).

During the 2 hour open house, they give you all the rules. 1 of the rules is that you're not allowed to shop competition -- probably so you do not realize how much diret buy is screwing you over.

The next week on April 2nd, we drove down from Racine, WI to Gurnee, IL to buy Frigidaire Stainless steel appliances (The professional series) and carpet for a new 2-unit rental property we own. We had priced the appliances a few months prior so we knew what the retail stores were charging. Keep in mind that when buying retail, you can negotiate, and they often include free delivery & setup, etc. We proceeded to look up the 4 appliances in the Frigidaire catalog.

Each of the 4 appliances was more expensive than we were quoted retail (without negotiating or beating down the price). And definitely without the $5400 Direct Buy membership fee attached. We decided this was not a big deal, there was still plenty else we could benefit from buying at a wholesale price.

So, we went and looked at carpeting. At this time, a salesperson had started to help us out with selections. I told her the carpet was for a rental property & I wanted the cheapest indoor carpet they had (color, texture wasn't important).

When I couldn't find a sample to match a price listing in one of the magazines, she told me that they did not carry every single product the manufacurer carried (in this example, Shaw carpet). She proceeded to tell me I should drive all the way to Milwaukee, WI (an hour north) to buy my carpet there. Or, I could pick out the carpet there (see & touch it) and then drive another hour back to Gurnee to order the carpet. She was irritated that I was not prepared to buy carpet without touching or seeing it. She said people do it all the time...

Everyday of the week to come, I either e-mailed or left messages for someone to call me back. Thursday, April 6th, the owner's husband called me back. I told him how unhappy I was with the pricing, the customer service, and the overall company. He basically told me that I signed a contract and he was not going to work anything out with me. I even suggested that he keep my first year's $1800, or that I would be open to another compromise. I did not want to pay $5400 for a service I was never going to use.

Tammy
Racine, Wisconsin
U.S.A.

This report was posted on Ripoff Report on 04/18/2006 08:57 AM and is a permanent record located here: https://www.ripoffreport.com/reports/direct-buy/gurnee-illinois-60031/investigation-directbuy-members-can-feel-safe-confident-secure-when-doing-business-wit-187218. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 Consumer Suggestion

I know what you mean

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

POSTED: Thursday, April 20, 2006
I received an invitation to attend a Direct Buy "open house" but I did some reseach first to see what others had to say about them. After reading I canceled my appointment and told them that I was nolonger interested. They don't take "no" for an answer. I had phone calls multiple times a day with messages after each one telling me that I needed to reschedule my tour. I finally rescheduled to get them to stop calling. I went to the open house and proceeded to look around before the presentation started. I got told that I needed to sit in my seat because they were going to explain everything I needed to know during the presentation. I thought it was an open house...wrong...only open to what they wanted you to see. During the presentation they made everyone sign contracts, I am a paralegal so I read my contracts throughly...it was an agreement to become a memeber. When I brough this to the attention of a staff memeber and the rest of the people in the open house heard, the sales person told me that it was an intent agreement....WHAT?? I informed everyone in the open house that this was a binding contract to join DB and I told the salesman off right there infront of everyone then I left. They are a scam!!!!!!!!
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