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INVESTIGATION: DirectBuy members can feel safe, confident & secure when doing business with Direct Buy. DirectBuy 100% commitment to member satisfaction helping them realize their dreams through exceptional customer experiences & unparalleled savings, service, & selection. Commitment to Rip-off Report Corporate Advocacy Business Remediation & Customer Satisfaction Program, ..A program that benefits the consumer, assures them of complete satisfaction and confidence. 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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DirectBuy UCC TotalHome United Consumers Club ripoff $3500 membership fee min + 6% on all purchases, former employee MajorCities Nationwide
I worked at a DirectBuy franchise for over a year. I got tired of all the lies and saw too many good people ripped off. I was just a customer service person and didn't sell many memberships. The one I worked at charged $2500 when I started (plus $200 a year thereafter) just for the membership. After a few months they started charging $3500. After ten years they can raise the price to whatever they want. All franchises charge different fees and this one was the cheapest. They would lie to people and say they didn't make anything off the purchases, but secretly charged 6% for a handling fee. The selection is limited and prices are close to most good sale prices. Things like Home appliances and electronics were usually cheaper in retail stores during sales. It says in the contract you can't use it for business purposes to resell anything, but they catered to mostly home building contractors. The average wait for an order is 3 weeks, unless it comes damaged, then you can expect to wait 3 months. The only way you can really "save" is if you are ordering alot of furniture every year. The furniture prices was about the only thing that wasn't a lie. No refunds after 5 business days. Save your money. Shopping from catalogs sucks anyway. Do you have any idea what the shipping charge on a bigscreen tv is? Almost as much as the cost of the tv itself. Plus 6%! And they tax the shipping charges which IS illegal.
FormerEmployee
Boise, Idaho
U.S.A.
8 Updates & Rebuttals
Delilah
Ft Lauderdale,Florida,
U.S.A.
I certainly have not been scammed - saving a good amount
#9Consumer Comment
Fri, July 31, 2009
We saved so much money on our home renovation project using Direct Buy. I think the hardest part of the process was choosing from the vast catalog of products.
Mary
Detroit,Michigan,
U.S.A.
Agree with Boise Idaho that Direct Buy is bad news
#9Consumer Comment
Fri, July 27, 2007
My spouse and I were roped into a "special viewing" event at Direct Buy in Austin TX when they were supposedly giving away a BBQ as a raffle prize through the Home and Garden show. One had to visit the showroom to qualify for the drawing.
We figured, well lets check it out. One has to go to the Direct Buy on a specific date and time to a small sectioned off area and watch a video. One is limited to only viewing a small collection of catalogs where you get to see these well over inflated prices. Which it might be OK if one is buying a couple hundred faucets, but the average homeowner does not really save that much to offset the couple thousand dollars just to be a member and then to continue to be a member a few hundred dollars a year. We did not join and we are glad.
The whole sales pitch was a total turn off. You could not take any brochure outside the building and YES they try to strong arm one into believing that the offer is only good for today, and one will not be given the opportunity ever to join after that day.
If the company is legitimately trying to attract people to waste thousands on a membership, they are doing a poor job by intimidating people with high pressure tactic selling. The local news station even profiled Direct Buy on the news about consumer complaints.
How much merchandise would the average homeowner have to purchase in order to offset the cost of membership? A whole lot of of stuff! Our sales pitch person could only allow certain catalogs to be seen by potential members, which immediately threw up a red flag with us. Then we started to look around the room and we felt that the people were like staged actors pretending to buy things from the catalog to promote the "hey look how many people are in here buying stuff" syndrome so one feels they need to be a part of this too.
My spouse worked at a huge television manufacturing place. The Direct Buy prices were still way over what the normal consumer would purchase at retail. Because technology changes so quickly, electronics have an extremely small price margin. One is better off waiting for a good sale at the local appliance store, where extended warranties and better return/exchange policies are in place.
Overall, the whole operation just seemed to be a shoddy setup that looked like they could just close their doors and leave in less than ten minutes. They don't care if they close their doors, becasue they already have your money.
Buyer beware on this one. NEVER fall for high pressure sales tactics. If it sounds too good to be true it probably is. Remember Direct Buy is in business to make themseleves money NOT make you money.
Go invest the couple thousand dollars on the stock market instead and make yourself some money then go buy whatever you want, where ever you want.
Direct Buy is not a Texas friendly business either.
Mary
Detroit,Michigan,
U.S.A.
Agree with Boise Idaho that Direct Buy is bad news
#9Consumer Comment
Fri, July 27, 2007
My spouse and I were roped into a "special viewing" event at Direct Buy in Austin TX when they were supposedly giving away a BBQ as a raffle prize through the Home and Garden show. One had to visit the showroom to qualify for the drawing.
We figured, well lets check it out. One has to go to the Direct Buy on a specific date and time to a small sectioned off area and watch a video. One is limited to only viewing a small collection of catalogs where you get to see these well over inflated prices. Which it might be OK if one is buying a couple hundred faucets, but the average homeowner does not really save that much to offset the couple thousand dollars just to be a member and then to continue to be a member a few hundred dollars a year. We did not join and we are glad.
The whole sales pitch was a total turn off. You could not take any brochure outside the building and YES they try to strong arm one into believing that the offer is only good for today, and one will not be given the opportunity ever to join after that day.
If the company is legitimately trying to attract people to waste thousands on a membership, they are doing a poor job by intimidating people with high pressure tactic selling. The local news station even profiled Direct Buy on the news about consumer complaints.
How much merchandise would the average homeowner have to purchase in order to offset the cost of membership? A whole lot of of stuff! Our sales pitch person could only allow certain catalogs to be seen by potential members, which immediately threw up a red flag with us. Then we started to look around the room and we felt that the people were like staged actors pretending to buy things from the catalog to promote the "hey look how many people are in here buying stuff" syndrome so one feels they need to be a part of this too.
My spouse worked at a huge television manufacturing place. The Direct Buy prices were still way over what the normal consumer would purchase at retail. Because technology changes so quickly, electronics have an extremely small price margin. One is better off waiting for a good sale at the local appliance store, where extended warranties and better return/exchange policies are in place.
Overall, the whole operation just seemed to be a shoddy setup that looked like they could just close their doors and leave in less than ten minutes. They don't care if they close their doors, becasue they already have your money.
Buyer beware on this one. NEVER fall for high pressure sales tactics. If it sounds too good to be true it probably is. Remember Direct Buy is in business to make themseleves money NOT make you money.
Go invest the couple thousand dollars on the stock market instead and make yourself some money then go buy whatever you want, where ever you want.
Direct Buy is not a Texas friendly business either.
Lance
Boise,Idaho,
U.S.A.
"if you can't say anything nice, then keep it yourself"
#9Author of original report
Thu, July 26, 2007
Are you retarded? You call yourself Truth? You think just because you say nice things about the company that it's the truth? Your little speech is the same BS we were taught to say. Can you think for yourself or had an original thought lately? Way to follow the script. I left the company because I got a degree and did not have to rip people off anymore. Once you figure out that there are better jobs out there than ripping people off then I'm sure you will do the same.
I said in my report that I did not write "many" contracts. I don't know how big your franchise was, but the one in Boise was very small. I had to memorize the script like everyone else and knew all the facets of every department. I know what people were charged for membership because I wrote "some" contract memberships. I also took the complaints from the previous members. The only reason most people even used their membership was because they paid so much for it and could not get a refund.
Do you seriously think that people enjoy ordering out of catalogs? I took the orders from the customers, I was the one charging them that extra 6% and shipping. That's how I know how much they were being charged! In many cases we weren't sure what the exact shipping charges would be and charged them 15%. Once we got the freight bill we would refund the difference. That is the only way they get a refund for shipping.
Out of the 300 members I worked with only two of them said they did NOT feel ripped off. Everyone else hated that place. They especially hated having to wait three-six week for their orders to get shipped there and then have to rent a truck to move it from our showroom to their house.
For those of you who want the real truth, all you have to do is go into the showroom during the day and ask the members there what they really think of the place. Ever wondered why all the presentations are only at night when no real members are around?
Truth
Na,Florida,
U.S.A.
HOLD UP!!
#9UPDATE Employee
Wed, July 25, 2007
I think most of the public knows that when someone is fired or leaves a company that they do not like, they trash talk the company to make it look bad for everyone else to eliminate them from their options and to ruin the company's reputatiuon. I for one understand what it takes for a company to grow and regardless of the hard feelings that an EX-employee may have---they are IRRELEVANT!
I have been an employee of DirectBuy for 2 years and know both the customer service and sales pitch. DirectBuy is in my opinion a GREAT company that DOES provide superior customer service. The LIES that you speak of that the company withholds makes you look foolish and are untrue b/c if you are a customer representative--how would you know what the customers are being charged?? Or what goes on in the showroom between the representative and the customer?? Well, for someone of my caliber that decides to be fair rather than being right will say this about the company.... the sales tax..the customers DO get it back! As long as it IS shipped to them and they do not come to pick it up, DirectBuy refunds them back that percent. The membership fee is something that HAS to be discussed inside the showroom b/c once a rep sees your situation and knows the type of project that you are doing in your home...they more than likely can negociate! If you are doing something big in your home, of course we can accomodate you! That's what we call....DOING BUSINESS!!! We eliminate the middleman and we do make our business a place where our members feel secure and NOT RIPPED OFF!!!
But who am I say anything about the company...why don't all of you readers and debaters come in to your DirectBuy showroom and see for yourself. It costs you nothing and its a valuable opportunity even if you don't become a member. Then you can opinionate on the company. Not everyone's experience is the same. I personally think it is a great experience and check this out...I'm not even a member....yet. Just working here has made me explain these facts to people and you know what?!! I get about 20 members a MONTH b/c they see how great the opportunity is. So instead of degrading the company...why not find out for yourself and make your OWN opinion. And by the way, if you can't say anything nice, then keep it yourself! ENJOY!
Lisa
Woodridge,Illinois,
U.S.A.
Ex Employee in Illinois it is a 8% mark up on all orders
#9UPDATE Employee
Tue, April 24, 2007
I worked at a Direct Buy in Illinois and I agree with the Ex employee from Boise. 8% Handling fee on all purches. If your purchase is in excess of 1000.00, (in some cases people are purchasing 25,000 worth of items at a time) the handling fee alone is outrageous. The fee to join this club is 5600.00 and then 175.00 per year after 10 years. They do police what you buy and why you are buying it. They will cancel your membership if they feel you are abusing it. Such as, if you buy two sets of washers ans dryers they can make you prove to them that you are not purchasing for other "non members". So you pay 5600.00 to then be told how you can spend future money with them.
Brad
Whiteland,Indiana,
U.S.A.
Want to know more?
#9Consumer Comment
Sat, April 21, 2007
Well, Lisa Hart used to be the owner of Hartland (a direct buy type company) My dad was a member. They went out of business and left him high and dry. I went to another company offering a chance to win a Truck. This company was called NSA (National savers). I told them about Hartland and they told me they used to be Hartland and if I would join they would give me a discount. I paid $1200 for the membership like an idoit and they closed the doors a year later. HMMMMM.. Now they have this direct buy company and they swear they are not associated with NSA or Hartland.
BS! They are and I can prove it. I have collected proof and I will take them down one day and hopefully put them in Jail for screwing me and countless others.
Jason
Edina,Minnesota,
U.S.A.
direct buy scam
#9Consumer Comment
Thu, February 02, 2006
My wife and I went to one of the Direct Buy presentations in Minnesota. We were told we had to make a multi-thousand dollar membership buying decision on the spot. I have worked all my life in retail management, and was amazed at the audacity of the Direct Buy scam. The so-called membership people told us we could not join later.
We of course walked out and told our neighbors that Direct Buy is a farce.
Then two weeks later we received a phone call from Direct Buy that we could join after all. I was overwhelmed by their kindness (LOL!!!)
Believe the other postings on this site regarding the sleazy business practices of Direct Buy.