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 lied about the location of a direct buy in the area we are retiring to Rochester Hills Michigan

At the time of our interest in purchasing a Direct Buy membership my husband and I were about to close on property in Northern Michigan where we plan to build our retirement home.

The night of our tour of the Direct Buy in Rochester Hills which is located near our current place of residence, it was shared with the sales person assigned to us that we were about to build a home up north. So our purchase of a membership was contingent on a Direct Buy location near the city we were moving to.

We were told by the sales woman that yes indeed there was a location in the city of Cadilac Michigan, a 50 mile drive from Manistee Michigan where we were building. Our adult daughter and her boyfriend were with us and heard the saleswoman say this to us.

After purchasing the membership for over $4000. plus we find out that there is NO location in Cadilac Michigan. The closest location is a 3 1/2 hour drive from Manistee.

First I called the Direct Buy Corporate Headquarters and was told that I needed to take the matter up with the Rochester Hills Direct Buy.

When I spoke to the wife of the owner of the Rochester Hills Direct Buy she was rude, and said no one would give us that information. In other words I was lying.

I told her the conversation was also heard by my adult daughter and her boyfriend. She said it was only hearsay.

She told me that on the night of our tour we were give a brochure with a listing of all the Direct Buy branches in the state and it was our responsibility to look at the brochure to determine this. She said, "Why would the saleswoman tell us that there was a location in Cadilac when there wasn't one?"

Could it be to make a sale and get a commision? She certainly knew we wanted the membership if a location was close to the city we were retiring to.

The sales woman told us with authority that there was a location in Cadilac Michigan. She didn't say. "I think so but you need to look in the brochure I gave you."

I told the Owner's wife something needs to be done about this. She refused. Said we signed a contract. I was distraught at her uncaring and unyielding attitude. When I put the phone down to tell my husband the bad news, she hung up on me.

I have written the BBB of Michigan about this. The Owner's wife replied with a twisted lying account of conversation we had.

Beware about Direct Buy tours. They are filled with sales pitches and videos to listen to glorifying the perks of a Direct Buy Membership. Then you are left alone to look at their library of catalogs which are confusing to say the least. Each catalog has a different formula for pricing and shipping.

Then the salesperson comes back and puts pressure on you to buy the membership. You are told you will never be asked back if you don't buy the membership that night.

A red flag should have gone up right then.

Also when you order from Direct Buy you have to do it in person. No online sales or orders. That involves a trip to the location followed by another one to pick up the merchandise. They don't deliver to your home. Can you imagine a 3 1/2 hour drive everytime an order is placed and then a return to pick up the merchandise. Especially the number of materials it takes to construct a new home. Impossible.

I also sent a letter to the Direct Buy Corporate Headquarters. They never responded.

Mary ann
troy, Michigan
U.S.A.