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.

=====================
NOW TO THE ORIGINAL REPORT THAT WAS FILED
=====================

Direct Buy - Scottsdale, AZ Contract Cancellation nightmare - never do business with Direct Buy Ripoff Scottsdale Arizona

I attended a Direct Buy information meeting later September 2006, to learn more about membership buying. I am a happy member of CostCo, and I thought this would be similar. I pay an annual fee for CostCo and really like saving money on high-quality products. Direct Buy is not like this - but they will tell you they are.

When I attended the information session for Direct Buy, I had to endure an hour of infomercials to not tell me anything useful or informative. Finally, I am told that the membership fee is $5,000 for the first three years of membership and an annual fee after that. And I have to sign up that night, or NEVER! I do not have $5000 sitting idle to buy nothing. Then I was told about my financing options. I could sign-up for $900 and pay off the remainder of the money over the next three years, then only have the annual membership fee to pay. All of this money paid, would purchase exactly NOTHING, only the opportunity for huge saving on products.

At no point did they review a cancellation policy of any kind. I was told to sign-up for another information session to learn how to place orders. My next session was a week later (so that any normal three day grace cancellation would be over).

At the next information session, I was prepared with specific items that I plan to purchase over the next couple years. After the Direct Buy pricing was applied, then shipping & Handling, and all of the other Direct Buy fees - the products were more expense through Direct Buy than going to the local store and purchasing. Most items take 6-8 weeks for delivery, and damage/return goods must be processed through Direct Buy.

At that point, I could not justify paying $5000 to spend more money on purchased items that I would have to wait 6-8 weeks to receive, than just going to my regular stores and purchasing exactly what I want (to be able to touch it, sit on it, try it on) and have it home that day! I immediately tried to cancel my contract. The contract states that cancellations must be made to the address, no fax number was provided. So I mailed my cancellation notice (certified, return receipt mail) and have not heard from Direct Buy since then. After several weeks of no response I have contacted my credit card company to dispute the charge and filed a compliant with the Better Business Bureau.

Bottom line Do not sign any paperwork with these people. It is better to NEVER be able to sign-up, then to never be able to cancel!

The response from Better Business Bureau is below:
Please provide proof of the return receipt. Also the
cancellation stipulates a 3 business day cancellation.
The member joined on September 28, 2006 and states:
The canceled contract was sent certified mail with return receipt on October 8, 2006.
I will however upon receipt of the certified mail receipt present it to the owners for consideration

Jennifer
Chandler, Arizona
U.S.A.