Complaint Review: Direct Buy - Plesanton California

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 [email protected] 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 what money you save will be paid for in frustration Pleasanton California

We became members in Pleasanton Ca.and ordered a Kitchenaid fridge. Three weeks after it was supposed to arrive we got a call from the delivery company telling us to be home at such and such a time, which meant taking time off work. Fine no big deal. But they never arrived. No call from them to reschedule, nada. so I called direct buy to see if we could get some help since the delivery service company had'nt left a phone number to reach them with. Direct buy said they would look into it. Two weeks later i called again asking the same question and was given a shipping order number and a phone mumber. Called the delivery company and they had never heard of us, our order, or Direct Buy. Finally, three numbers and two hours later reached someone at Kitchenaid in Florida who was able to sort this out. So, basically, we wrote a check to Direct buy for the appliance, and then found ourselves having to do the customer service work ourselves just to make sure we would get the $2800 fridge we paid for... since then everything we have ordered has either been weeks or months past the expected delivery date, the wrong order, or an incomplete order. We are still waiting for screens for a large window order that we purchased last october.....and it doesn't seem to matter who I talk to or how many times I call. Although when I reach them, which seems to only occur when I drive the 5o miles to their building, they always say the same B.S.: "we're on it".

The money we saved, with the items we've purchased, I would have happily paid some other company just to have someone in our corner if something goes wrong, like it did!

It's my belief that essentially what Direct Buy has done is remove the middleman/customer rep/sales person from the equation. Their work ended the day our membership check cleared. Who knows if our screens will ever come, who knows, but if there is a class action suit in their future, and I'm sure there will be, I'll be the first to sign on.

Christopher ****

crockett, California

U.S.A.