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 - Direct Buy Of North East Atlanta Direct Buy doesnt want your business, just your money Duluth Georgia

Direct Buy has no interest in treating a customer with respect. Why should they? Their tactics insure that you are stuck with them through your contract period. They get a large sum of money, between $4000 - $6000 by location and you are stuck witha contract that lets them do whatever they want.
You can not cancel and order, but they can cancel it
You can not cancel your membership.
You are responsible for any and all delivery of your merchandise, installation, and whatever has to happen to get it from their warehouse to your home.
If you have any problem with them, they are unsympathetic.

Here is an excerpt of a letter written to them that spells out every issue I've had to date. The last issue is still on going and has not been resolved.


On Oct 28, 2008 I purchased three Comfort Research Foof Chairs for the amount of $328.56.
On Nov 3, 2008, I was called to say that there had been a price increase and I would now have to pay an additional $12.02

Direct Buy is the only place I have ever encountered this type of service. No other store would call and tell a customer they had to pay more because the store did not have an updated price list. In fact, I have discussed this very scenario with a manager of Haverty's. They have confirmed what I already thought that they would never dream of calling a costumer with that request.

On April 24, 2009 I made my second purchase, a mattress and box spring set.

On May 22, 2009, I was in the showroom again and asked about the mattress. The order was looked up on the computer and it said the set had arrived on May 19th, three days before. A call to confirm was then made to the back. It was immediately after that that the back called my cell phone to let me know my order was in. The only reason I was called then, is because I was in the showroom asking about it.

On May 22, 2009, I purchased a king sized bed from Riverside Furniture. I paid the full amount, as required by Direct Buy, of $747.36.
On June 2, 2009, I was left a voice mail telling me that the bed was discontinued and I needed to call for a refund or make another selection. When I called for the refund, I was told I needed to either drive to the showroom, or wait for a check. Since I needed the funds to make my bed purchase as I found it elsewhere, in stock, for a comparable price, I drove to the showroom to have my refund credited to my bank account. The employee instead charged an additional $747.36 to my account. I immediately noticed the error and pointed it out. She then refunded me $1494.72. I thought this corrected the error until I returned home and checked my bank account. The mistaken charge of $747.36 was on my account, however the refunded amount was not. At this point, not only am I out the original amount, I'm also out the additional amount. When I called to ask about this, I was told that the refund would take 48 hours. This practice is unacceptable for many reasons, the least of which being that it was an employee mistake and should have been rectified in a more satisfactory process. When I complained, the only solution that was given was to call my bank and see what they would do.

When I called the bank, they said to have Direct Buy call and have the funds reversed. It was a very simply process, all you had to do was identify yourself as a merchant and ask for the charges to be reversed.

At this point, the mistaken charge has been reversed, but I have still not received my refund for the canceled order.

K
Dacula, Georgia
U.S.A.