Complaint Review: Direct Buy - Wappingers Falls New York

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 scam, rip off, cheated Wappingers Falls New York

To whom it may concern,

In June 2004 my husband and I bought our first home after remodeling a condo. We saw a commercial for direct buy soon after. In 2005 we went in there with our infant daughter, at the time it was in Fishkill, NY. We planned on re-doing our new home. Much like the stories described we were forced to either buy that day or never.

We actually weren't even too upset about that. When we had money to remodel our home we went to the center. There was a person sitting outside next to some things. The place had burned down. At that time we asked for a refund and were told no. We asked if our membership could be extended since the $4,500 we paid only covered the first 3 years, then it's $169 a year for the next seven years, then at ten years you have to pay half the full current market price again. They were shut down for over a year but still forced us to pay for the time since we could technically buy online. At that time only a fraction of the items were available online.

We were also given a $50 gift certificate for paying in full the first day. We were not allowed to use this online and now were told it expired. Since we couldn't use it online and the center was closed we were just basically out of luck.

We owned a delivery company at the time we purchased our membership. The man who sold it to us lead us to believe that we would be placed on a list for members to choose from to set up deliveries and installations. After we were members we were told that this is done by the warehouse guy and we would not be able to. Had we known this we never would have spent that amount of money. We thought that in addition to getting a great savings we would increase our business. Our main client was Rockaway Bedding so now that they have filed for bankruptcy we have had to also.

Since our local center burned down when they did rebuild they had only a skeleton number of products on site and out of date books. We were told the owners could not possibly be expected to spend even more money after their financial hardship. We complained that this was not what we singed up for and were told that they didn't expect it either.

I'm not trying to sound cruel but it's not our problem. We paid for something that we couldn't use do to no fault of our own. To add insult to injury we just had to pay another fee since three years have gone by. During that time they were not available half of it and since then have not had the type of selection they initially had.

It was bad enough being railroaded into signing up but we were stupid enough to sign up. Since they were not able to keep up their contractual obligation our money should have been refunded. Now we have to keep paying to try and recover some of our money. Oh, I forgot to mention that they didn't tell us about the 5% they add to the price and the ridiculous shipping fees both to the center and then to your home after it's arrival. They are much higher then anything comparable. We had considered buying bamboo flooring from them. The shipping fees increased the price buy 48% and that was only to the center, not our home.

Sincerely,

Kim

I was originally ripped off in Fishkill but the center is now in Wappingers Falls, NY

Kim

Duchess County, New York

U.S.A.