INVESTIGATION: DirectBuy commitment 100% member satisfaction. DirectBuy recognizes that complaints posted on Ripoff Report (true or not) are issues that need to be addressed and if handled correctly can be valuable learning opportunities. Merrillville Indiana

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*UPDATE: DirectBuy recognized by Rip-off Report as a safe business service. DirectBuy pledges their commitment to Rip-off Report Corporate Advocacy Program. A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. Direct Buy found to be the largest consumer buying club of its kind. Rip-off Report Verified Safe

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 Unfair, VERY hard sell Jacksonville Florida

Back in Feb. 2008 my husband and I attended a presentation from Direct Buy Jacksonville. We were told that we could only join that day which should have sent off a warning bell but we thought we could save a lot of money on our remodel. We were looking at moving so it was closer to work for my husband and needed to upgrade our home in order to sell it. We thought this would be a great idea.

We were also told that we could do a lot of our shopping at home via the internet. We liked this idea since the showroom was a 40 minute drive from our home. It took almost 10 days to get the log in information to get online. Once we did a lot of the items we looked at had no prices. It said go to showroom for prices. This doesn't make a whole lot of sense since you have to be a member (costing almost 5000.00 to get membership in the first place) and they have to give you the member name and password to sign on. You don't choose your own.
We went back to the showroom and found nothing. We were given the name of someone that does remodeling thru direct buy and since we had to add an addition on the home we purchased in May we gave them a call. Several calls later we still did not get a call from them they were either busy or in meetings and would call back.
I again went to the showroom and told one of the sales people how unhappy I was and wanted my money returned, oh we don't do that after 3 days, it says so in the contract. What a waste of money!

I really tried to use the membership but when I found some wood flooring that was $2.00 cheaper a square foot, I was then hit with shipping fees, and another fee which I can't remember what they called it, but it worked out to being $2.00 MORE then what I had found.
They also don't tell you that it takes 6-10 weeks to get your items!

If there is some way to get our money back I would be very happy but I fear that we have lost that money.

Nancy
Saint Augustine, Florida
U.S.A.