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
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 poor quality of furniture, broken furniture and will not repair or replace items Tampa Florida
You must pay $4000.00 up front to join Direct Buy.You are supposed to get the same quality furniture that is sold in the stores. Instead they send the seconds,the poorest quality, and the broken pieces.
I recieved a love seat that was broken underneath, a couch where the wicker pieces were cracked and now the wicker reeds are breaking off.
My dining room table that has a leaf was sent with one piece of glass to fit the table when it seats six. When the leaf is in the glass top obvious does not fit a table for eight. Also the leaf does not fit this table. It is unusable. It was made for another table.
When they do return my call which is about 1 in 20 calls they say they are going to do something about it but they never do.
I ordered this in May and they lost it enroute. I recieved this furniture in September. It is garanteed to be here in 60-90 days.
J.d.
Dunnellon, Florida
U.S.A.
11 Updates & Rebuttals
Dmodela
NJ,New Jersey,
U.S.A.
No problems shipping
#12Consumer Comment
Fri, July 31, 2009
We've ordered living room, dining room, and bedroom furniture all on different occasions from Direct Buy and nothing has ever come in broken or damaged. The one time one of our orders were delayed, a representative called us right away. Even though it was the manufacturer's fault, the rep did five us the reason why and apologized for the inconvenience. We are very satisfied with our membership with DirectBuy
Chris
New Brighton,Pennsylvania,
U.S.A.
Benefits of Direct Buy.
#12Consumer Suggestion
Sat, January 27, 2007
I was also suspicious when DirectBuy employees would not give me any information before I joined and reacted negatively when I inquired. I asked for just one example of a price that I could compare to store prices, but they couldn't give me anything.
As I was building a house at the time, I thought any discount that I could get would be good so I joined.
I found that the steep cost of membership, $4,000+, paid for itself at least two times over. Plumbing fixtures and furniture were from %50-%80 the cost of the same fixtures, (same maker, same model number,) as those at Lowes and the Home Depot.
This makes sense, as I was paying the same prices that those stores were paying. However, that $4,000+ membership fee is not going to pay for itself unless you know you will be buying over $10,000 worth of merchandise in the next year.
Unfortunately, Direct Buy seems to have an agreement with their suppliers that they will be shady and evasive, and often flat-out rude, if a prospective customer asks how good their prices are. They have taken their agreement not to disclose prices much too far, and most of their employees are tired of explaining why they can't give out a price list.
They should target their advertising at contractors and people building new homes, but unfortunately that is not a large enough market so they feel the need to trick people into joining with unreasonable promises. For instance, some of their suppliers are used to dealing with large stores only, so you don't get individual attention for returns and such. They seem accustomed to dealing with large retail stores, who don't care if a replacement product arrives in a month or six months.
Mark
Lake Worth,Florida,
U.S.A.
It has worked for me
#12Consumer Comment
Fri, January 19, 2007
I have been a member of Direct buy formally United Consumers club for well over 10 year and have saves 1000.00s of dollars with them i will give you a few examples most recent is new coffee tables and end tables i want to a local store that advetizes wholesale pricing and the use the same catalog and Direct buy and just like Direct buy i can order them and save money.
While i was there i found a cocktail table in clearence that i realy liked for 550.00 i would have to order the matching end tables for 300.00 each for a total of 1150.00 i then when to the Direct buy store and orded the same set from the same maufacture for 760.00 delivered a 390.00 savings and they came in 3 weeks.
I have many other examples over the years the bigest one time savings was on wood flooring 2500.00 off the best price from Home Depot. Those look at electronic and appliences i agree i realy dont see a big savinds there unless i am looking very high end that are not carried the the big box stores.
Mark
Lake Worth,Florida,
U.S.A.
It has worked for me
#12Consumer Comment
Fri, January 19, 2007
I have been a member of Direct buy formally United Consumers club for well over 10 year and have saves 1000.00s of dollars with them i will give you a few examples most recent is new coffee tables and end tables i want to a local store that advetizes wholesale pricing and the use the same catalog and Direct buy and just like Direct buy i can order them and save money.
While i was there i found a cocktail table in clearence that i realy liked for 550.00 i would have to order the matching end tables for 300.00 each for a total of 1150.00 i then when to the Direct buy store and orded the same set from the same maufacture for 760.00 delivered a 390.00 savings and they came in 3 weeks.
I have many other examples over the years the bigest one time savings was on wood flooring 2500.00 off the best price from Home Depot. Those look at electronic and appliences i agree i realy dont see a big savinds there unless i am looking very high end that are not carried the the big box stores.
Mark
Lake Worth,Florida,
U.S.A.
It has worked for me
#12Consumer Comment
Fri, January 19, 2007
I have been a member of Direct buy formally United Consumers club for well over 10 year and have saves 1000.00s of dollars with them i will give you a few examples most recent is new coffee tables and end tables i want to a local store that advetizes wholesale pricing and the use the same catalog and Direct buy and just like Direct buy i can order them and save money.
While i was there i found a cocktail table in clearence that i realy liked for 550.00 i would have to order the matching end tables for 300.00 each for a total of 1150.00 i then when to the Direct buy store and orded the same set from the same maufacture for 760.00 delivered a 390.00 savings and they came in 3 weeks.
I have many other examples over the years the bigest one time savings was on wood flooring 2500.00 off the best price from Home Depot. Those look at electronic and appliences i agree i realy dont see a big savinds there unless i am looking very high end that are not carried the the big box stores.
Thomas
Anderson,South Carolina,
U.S.A.
Your idea-free post is a waste of bandwidth, Cory of San Antonio
#12Consumer Comment
Sat, December 09, 2006
Cory, if you cannot post something useful to the OP then don't post anything. Your posts make you look like an idea-free idiot.
Larry
Jacksonville,Florida,
U.S.A.
Never Trust anybody...
#12Consumer Comment
Sat, December 09, 2006
...who promises you "special insider" anything. It's a sure sign it's a rip off.
They target largely successful and affluent people, the kind who are less likely to complain when they get scammed because they are embarrassed and somehow think it's their fault.
It's the case that proves the point, never trust an infomercial.
Thomas
Anderson,South Carolina,
U.S.A.
Hey, Steve, details, details, details....
#12Consumer Comment
Fri, December 08, 2006
We had a power surge and computer latchup glitch in transmission so Direct was Best.
I corrected the transmission.
1. Most "Direct Buy Complainers" seem to imply that the prices at Direct Buy are only a little lower that the prices charged for 'comparable' goods at certain other competing stores.
2. Now if these other competing stores CAN sell for similar prices as Direct Buy and yet still have the profit margins required to remain in business but without charging a $4000 up front fee, then why can't Direct Buy ALSO make similar profit margins on their sales?
3. Should we conclude that, given Direct Buy's captive customer base resulting from their $4000 up front fee, Direct Buy is really an organization of idiots too stuck on stupid to reach out for that extra profit that is easily within their grasp?
4. If the answer to (3) is YES, then OP and all other " Direct Buy Complainers" simply have no hope because they seem to expect logical behavior from Direct Buy, and idiots stuck on stupid seldom demonstrate logically thoughtful actions.
Cory
San Antonio,Texas,
U.S.A.
I'd Be Careful About
#12Consumer Comment
Fri, December 08, 2006
Who's calling who an idiot when you can't get the company right. It makes you look like an, well we'll just leave it at that.
Steve
Bradenton,Florida,
U.S.A.
Thomas, it was DIRECT BUY, not Best Buy
#12Consumer Suggestion
Fri, December 08, 2006
I don't see where Best Buy came into the picture.
The OP was complaining about DIRECT BUY, which is a warehouse membership buying club.
Thomas
Anderson,South Carolina,
U.S.A.
Let's think about the possibility of idiots stuck on stupid ....
#12Consumer Comment
Fri, December 08, 2006
1. Most "Best Buy Complainers" seem to imply that the prices at Best Buy are only a little lower that the prices charged for 'comparable' goods at certain other competing stores.
2. Now if these other competing stores CAN sell for similar prices as Best Buy and yet still have the profit margins required to remain in business but without charging a $4000 up front fee, then why can't Best Buy ALSO make similar profit margins on their sales?
3. Should we conclude that, given Best Buy's captive customer base resulting from their $4000 up front fee, Best Buy is really an organization of idiots too stuck on stupid to reach out for that extra profit that is easily within their grasp?
4. If the answer to (3) is YES, then OP and all other "Best Buy Complainers" simply have no hope because they seem to expect logical behavior from Best Buy, and idiots stuck on stupid seldom demonstrate logically thoughtful actions.