Complaint Review: Direct Buy

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 OFFERS NO SAVINGS HIGH PRICED SCAM Eatontown New Jersey

I a couple of years ago went to join a direct buy in Eatontown, NJ. Same story high pressure sales no prices shown till after you pay $6,000. Well I of course walked out. They told me I couldnt go to any Direct Buy for 7 years I said I'll take my chances. By the way they contacted me multiple times asking me to come back.

Fast foward to last month October 2008 a good friend of mine went to the same Direct Buy and unfortunately got suckered into paying the $6,000 fee. Had he told me he was going I would have talked him out of it of course. He immediately came over to show me his so called price savings. Today I own a retail Kitchen & Bath Showroom which I only opened in the last year.

First off every Direct Buy price, my cost from my suppliers was much cheaper. Secondly the Direct Buy prices we matched against my Kitchen Cabinet prices. It just so happens 3 of the Direct Buy Brands are also brands I have access to. On all 3 brands if you took my standard non-sale price the cabinets came out to be the same price as if he had bought them from me.

Then you have to add Direct Buy's 6% so called service fee plus freight fees to have the cabinets delivered to your house. Here is exactly how the price broke down: My standard non-sale price $9,000 + in home delivery $250 = Total $9,250 cost to customer for cabinets buying from my store. Direct Buy's so called savings price $8,900 for cabinets + 6% service charge $535 + in home delivery $900 total cost $10,335. for the same exact cabinets.

Now add in the $6,000 he spent and those same cabinets would cost him over $7,000 more then if he bought them from me. After seeing this he called an attorney and tried to get his money back based on "3 day cooling off period rule" but he was told this did not apply to the direct buy contract. Of course he bought his cabinets from me and I gave him 20% off my regular non-sale price (total $7,200).

We also compared prices of other items such as tile and plumbing fixtures and faucets. Out of every item they offer and I have access to there was only one item that was cheaper then what I would sell it for and that was Grohe Faucets, but the lower price only applied to faucets in Chrome if you want Brushed Nickel then the price is much more and of no savings. Here is concrete evidence that Direct Buy is nothing more then a high pressure scam that offers absolutely no savings.

Kurt
Englishtown, New Jersey
U.S.A.

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