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 dishonest sales pitch, complete rip-off, complete scam Knoxville Tennessee

So my wife and I are looking to buy a foreclosed home and we are intending to completely renovate the home cabinets, floors, fixtures, everything you name it. My wife sees this ad on tv and sends away for information. This packet arrives with some basic information but nothing about terms for membership. A few days later we get a phone call to set up our open house invite.

We arrive and are given the tour with 5 other couples. We are taken to different kitchens that have some high end displays and are told that it would cost $35K to buy this kitchen from someone else but from them we could get it for about $10K. Sounds great. Next we are shown flooring and cabinets and kitchen appliances and there are several rooms with books that have all manufacturers products for us to browse. As members we could buy directly from the manufacturers not retailers who by the way are evil capitalists stealing your money.

We spend about 20 minutes of this when we are ushered into a room where we met Todd the owner/operator. He proceeds to show us some ads from retailers. Now I am in the appliance and video retail business. I know how much these items cost. He quotes a 42" Panasonic Plasma EDTV for about $2499 from what looks like a Best Buy ad. However this price was over a year ago and we have sold this tv for as low as $999 during the holidays, $1199 regular. He also shows us a french door refrigerator by Maytag. Again this price was the price when the model first came out and has now dropped over $200.

What struck me as odd was how hard they pitched the "fact" that retailers were all evil and were your biggest enemy. I sat throught this crap only to find out that at the end of itall it would cost $3,450 for the first 2 years of membership which I could re-new after that for only $200 per year. He did some number mumbo jumbo that based on ten years membership came out to $509 per year. Hey lets go 20 years Todd and make it about $250.

We were told that if we declined their generous offer we would not be allowed to take membership ever. As Todd left the room I turned to my wife and said lets go. Todd watched us get up and walk to the door where he mumbled "sorry he couldn't help us". His two assistants stood at the door as we got into our van and were actually looking at us and laughing. Its only because I promised my wife I wouldn't make a scene that I resisted breaking them in two. As an ex-NYC cop I've taken out bigger and badder than these two.

What I've heard from many people is they offer older model products and never even mentioned the 6% surcharge on all orders. This is a scam 100%. I'll be writing in our local papers my opinion. As an honest business man here in Knoxville I have met and befreinded many important people including a city councilman.
Directbuy has screwed with the wrong man.

Jerry
knoxville, Tennessee
U.S.A.