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 BEWARE!!! GO IF YOU WANT TO PAY $5,800 & BE TREATED LIKE ****, ripoff!! Rochester Hills Michigan

My wife, daughter (10 years old) I attended a DB Open House today. And wasted 2 hours. I NEVER want to relive today!

The sales people were rude, disrespectful and treat you like a 2nd/3rd or even a 4th class citizen.

We will be doing a complete remodel of a home in the next 3-4 months. Tearing down to the studs and rebuilding, we were excited (at 1st)that even with a membership fee, we could say A LOT OF MONEY! We came ready... took money from the savings account...$4000 (we weren't sure how much to take)and ready to spend the day compair etc.

Coffee was spilt (by my wife) when the sales person Kevin was attempting to move my daughter's sweater out of the way so he could see what her T-Shirt said. HELLO, SHE'S A DEVELOPING 10 YR OLD! When my wife seen this, she quickly tried told up her hand and when she did, well...she spilt her coffee.

Our daughters hand was burnt from the hot coffee, and the sales person...all he cared about...wasn't us... it was the carpet.

He ofcouse jumped up when it happened, muttered something hateful, said something about the carpet and walked away to get paper towel.

I walked our daughter to the ladies room and waited; while my wife tried to clean up the table. When he was done with cleaning the carpet, he left and said he said would be right back. WELL... HE NEVER CAME BACK!!

We were there 1/2 hour early. The appointment was for 12:30 and they ask you to come 15 minutes before hand. We showed up at noon, and this happened less then 10 minutes in the door.

HE LEFT US SITTING AT THE TABLE! HE NEVER CAME BACK!! He stood talking to another sales assoicate and tried to hide behind the bookshelves! IGNORING US LIKE WE WEREN'T THERE!

When we stood up and started looking at the displays in the showroom; he finally talked to us, to tell us in an annoyed voice; "Hey, come on...it's starting". Like he was mad we didn't walk out the door.

I still don't know why I stayed! I was just thing of the 2nd house we will be buying (out of state)and we will have to do a complete remodel. 99% down to the studs! Michigan is not the place I or do I want my family to be right now, I want out be for it is too late...

Well, after Lori was done with the presentation..ALL of the other couples sales people were waiting for them...ALL BUT OURS! HE WAS STILL HIDDING IN A CORNER SOMEWHERE!! NO JOKE!! One sales person almost ran my wife over to get to the couple he had before the presentation-his name was Perry. Didn't even say excuse me, just put his hand up in the air, waived to them and said.. Mr. & Mrs.??? I right here for YOU! And I heard him stress the words "FOR YOU"!

Greg, another sales person approached us and told us he would be with us...whenever. WHERE WAS KEVIN?? THAT'S THE $5,800.00 question! Yep, $4,400.00 for the 1st 3 years then...$200 for the next 7 years. That was at least the price today for the group we were in.

DB Mission statement should be: We promise to be rude, treat you like a 4th class citizen, ignore you & avoid you when you come into the showroom! We believe if you really want to save money and buy direct from the manufacture we can treat you anyway we want to, and then stick out our hand for your $5,800.00 on the membership fees.

At this point, that is what the mission statement should be. Just for what my family and I had to go through today. I AHVE NEVER BEEN TREATED SO POORLY!

I am a plant manager, my wife works for the #1 retailer our daughter soccer coach works for our local T.V. station...we have connections, we have connections that have connections!!!

I have also written this location a letter today, and will be mailing it Monday A.M.

Referrals...well... according to the store we were at, they have a banner on the wall...Earn $150 (gift card for Direct Buy) for every member you refer. Well...it is obvious they think they care about the company and the rep they have... let's see!!

Tehy want apostle for the company, an evangelist on the treatment it gives to the member and want member to bring in more members... WORD OF MOUTH IS STILL EVERYTHING!!!!

I want this corrected!!! I want to allow them to correct this. Maybe it is just the boss in me, honestly! I want to present this with the problem and allow them to correct it before...before it is too late!! How, How can the Rochester Hills, MI location correct this.... BY GIVING ME, YES, giving me and my family a membership! It's that simple! There is nothing more that will make me happy!

I have this demand in my letter to them, and I will keep you informed. Who knows...if they really care about the business, and getting members they will want to turn me around and make me a positive experience. I alone would be able bring in 50 to 60 members just from the Rochester Hills,Shelby Township & Macomb MI area.

And if they know the area like they should... this area has money!!! I HAVE CONNECTIONS, I HAVE CONNECTIONS THAT HAVE CONNECTIONS...etc!

I will keep you in touch on this matter also!

Jerry
Davison, Michigan
U.S.A.