- Report: #185365
Complaint Review: DirectBuy - Gaithersburg Maryland
-
Author Confirmed
Why?
DirectBuy
202 Perry Parkway, Suite 3, Gaithersburg, 20877 Maryland, U.S.A.
Phone:
301-926-1116
Web:
N/A
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
INVESTIGATION: DirectBuy members can feel safe, confident & secure when doing business with Direct Buy. DirectBuy 100% commitment to member satisfaction helping them realize their dreams through exceptional customer experiences & unparalleled savings, service, & selection. Commitment to Rip-off Report Corporate Advocacy Business Remediation & Customer Satisfaction Program, ..A program that benefits the consumer, assures them of complete satisfaction and confidence. Merrillville Indiana*UPDATE: Direct Buy partnered with world-renowned customer service authority Maritz Corporation to assist them in customer feedback & improving policies & procedures. Rip-off Report Verified Safe
*Consumer Comment: Poor customer Service, Disrespectful
*Consumer Comment: Unprofessional and morally reprehensible action
*UPDATE Employee: Decision Policy and FAQ's directly from DirectBuy site
*UPDATE Employee: Decision Policy and FAQ's directly from DirectBuy site
*Consumer Comment: Respect for the retail community-- that's rich!
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.
=====================
NOW TO THE ORIGINAL REPORT THAT WAS FILED
=====================
DirectBuy - Franchise Owner Rock Borschuk, CPA Ripoff
Arrogant deceive forcing customer out of the touring the demo room Gaithersburg Maryland
My Bad Experience at DirectBuy, in Gaithersburg, MD and the Franchise Owner Rick Borschuk, CPA. in Metro Washington area. People be aware of the trap and bad business manner by this buy and whole DirectBuy business.
My wife and I joined the presentation after viewing the TV ad and phone call to make the appointment. They won't tell you the membership fee until at the end of TV (video) presentation. When there was a lady said she could not make decision to pay $4995 for the first two year and $200 for each year thereafter within 8 years. She said she would talk to her close family people to make decision because she did not know that if one does not join the membership at the end of tour (90 min. totally with 45 min. presentation), one would not be allowed to come back to DirectBuy within 5 years! Yes, the same night to make decision or no right to join or visit the DirectBuy in next 5 years! They claimed that you would save $5000 within 10 years of membership easily, even if you just purchase 2 items each year, most of time in the first year.
Then the lady presentor just ask their staff to call the owner in and he instantly request the lady who complained the lack of time and preparation. I tried to explain to Mr. Borschuk that she was not intending to disturbe the presentation, just was asking if she could take another day or have somebody to help her to make decision. Then he suddenly said to me "would you leave here now?" My wife and I felt very upset about his bad manner and arrogance. He just turned me away. My wife and I just purchased a 0.9 milliion house in Rockville, MD a week ago in the first week of shopping houses. We made decision to purchase at the 2nd house we saw. We do not want to waste our time to shop around. We could join the membership the same evening after the tour, because money is not our issue. Our business is running very well in recent years. But just because Mr. Borschuk and his DirectBuy bad business decision/policy that preventing us become their member.
On the way back to home, I told my wife that we were glad to be turned away that saved us money in the long run because we do not have the pressure and needs to purchase more to make the $6000 back within 10 years.
There were about 4 couples and two single females during the presentation. Three couples including us and one female (the lady who was asked to leave the room earlier) left the DirectBuy right away after the confrontation with Mr. Borschuk. Only one couple and one lady went to continue for the tour.
This was my real worst experience in a franchise, ever in my whole life. I am going to talk to any people about my bad experince in DirectBuy today and post it in everywhere I can post just let people not get hooked with directbuy tacit and decive, arrogant manner. DirectBuy shall not exist in the business trying to lure people pay a hefty fee upfront ($5000 within first two years!!!).
Be aware of DirectBuy. Be away Rick Borschuk CPA in Gaithersburg, Maryland DirectBuy!!! Vist your local discount furniture and appliance stores to support local economy.
Allan
Rockville, Maryland
U.S.A.
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.
=====================
NOW TO THE ORIGINAL REPORT THAT WAS FILED
=====================
DirectBuy - Franchise Owner Rock Borschuk, CPA Ripoff
Arrogant deceive forcing customer out of the touring the demo room Gaithersburg Maryland
My Bad Experience at DirectBuy, in Gaithersburg, MD and the Franchise Owner Rick Borschuk, CPA. in Metro Washington area. People be aware of the trap and bad business manner by this buy and whole DirectBuy business.
My wife and I joined the presentation after viewing the TV ad and phone call to make the appointment. They won't tell you the membership fee until at the end of TV (video) presentation. When there was a lady said she could not make decision to pay $4995 for the first two year and $200 for each year thereafter within 8 years. She said she would talk to her close family people to make decision because she did not know that if one does not join the membership at the end of tour (90 min. totally with 45 min. presentation), one would not be allowed to come back to DirectBuy within 5 years! Yes, the same night to make decision or no right to join or visit the DirectBuy in next 5 years! They claimed that you would save $5000 within 10 years of membership easily, even if you just purchase 2 items each year, most of time in the first year.
Then the lady presentor just ask their staff to call the owner in and he instantly request the lady who complained the lack of time and preparation. I tried to explain to Mr. Borschuk that she was not intending to disturbe the presentation, just was asking if she could take another day or have somebody to help her to make decision. Then he suddenly said to me "would you leave here now?" My wife and I felt very upset about his bad manner and arrogance. He just turned me away. My wife and I just purchased a 0.9 milliion house in Rockville, MD a week ago in the first week of shopping houses. We made decision to purchase at the 2nd house we saw. We do not want to waste our time to shop around. We could join the membership the same evening after the tour, because money is not our issue. Our business is running very well in recent years. But just because Mr. Borschuk and his DirectBuy bad business decision/policy that preventing us become their member.
On the way back to home, I told my wife that we were glad to be turned away that saved us money in the long run because we do not have the pressure and needs to purchase more to make the $6000 back within 10 years.
There were about 4 couples and two single females during the presentation. Three couples including us and one female (the lady who was asked to leave the room earlier) left the DirectBuy right away after the confrontation with Mr. Borschuk. Only one couple and one lady went to continue for the tour.
This was my real worst experience in a franchise, ever in my whole life. I am going to talk to any people about my bad experince in DirectBuy today and post it in everywhere I can post just let people not get hooked with directbuy tacit and decive, arrogant manner. DirectBuy shall not exist in the business trying to lure people pay a hefty fee upfront ($5000 within first two years!!!).
Be aware of DirectBuy. Be away Rick Borschuk CPA in Gaithersburg, Maryland DirectBuy!!! Vist your local discount furniture and appliance stores to support local economy.
Allan
Rockville, Maryland
U.S.A.
5 Updates & Rebuttals
Mike
Radford,Virginia,
U.S.A.
Respect for the retail community-- that's rich!
#2Consumer Comment
Sun, March 04, 2007
DISrespect of the "retail community" is the central theme in DirectBuy's sales pitcy. They claim all retailers are ripping off consumers thru outrageous markups. They want only one kind of consumer in there-- poorly informed. Most people know for example that no one EVER pays full MSRP for furniture. Anyone with a TV or newspaper must see week after week the furniture stores are always having major discounts for some reason or another. In addition I would imagine you could negotiate the price of a major furniture purchase similar to buying a used car.
Directbuy
Merrillville,Indiana,
U.S.A.
Decision Policy and FAQ's directly from DirectBuy site
#3UPDATE Employee
Sun, March 04, 2007
What is DirectBuy? DirectBuy is private members-only showroom and design center where members can purchase goods without paying retail markup. With more than 130 locations in North America, DirectBuy offers its members access to approximately 700 brand-name manufacturers and authorized suppliers in the U.S. and more than 500 brand-name manufacturers and their authorized suppliers in Canada. What does it mean to buy direct? When you purchase merchandise through DirectBuy, you buy directly from the manufacturers and their authorized suppliers at confidential insider prices, much like retail stores do. Is DirectBuy like a warehouse club? Not at all. Though many of our members also belong to warehouse clubs. At DirectBuy, the product selection is more extensive, featuring thousands of brand-name items found in major department and furniture stores. We also offer members the ability to custom-order furniture and cabinets, as well as arrange for delivery and installation. How do I become a member? Call and make an appointment to attend an Open House. At the Open House, information about the savings, member services and extensive selection of brand-name merchandise is described in great detail, so you can make the most informed decision about whether DirectBuy is right for you. There is no obligation associated with attending the Open House. How long does an Open House last? You should plan to spend about an hour and a half with us. This includes time for you to see everything and to have your questions answered. Do I have to make an appointment? Yes. Our showrooms are open only to members. For a showroom tour, you will need to make a reservation and we will provide you with a Visitor's Pass. Once you're a member, you're welcome to stop in any time. Call 1-800-DirectBuy or visit www.directbuy.com to find a showroom near you. How much is the membership? Membership dues are confidential until you attend an Open House and take a good, honest look at what DirectBuy has to offer and you understand how a DirectBuy membership can work for you. During your first showroom visit, we'll present you with membership options and costs. There are several membership plans available, and pricing depends upon the type and length of membership. Can I become a member of DirectBuy anytime after attending an Open House? We ask for your decision after attending an Open House. This policy is in place out of respect for our members, manufacturers and the retail industry. It prevents consumers from asking traditional retailers to match DirectBuy prices. Why don't you list the names of your manufacturers? DirectBuy carries more than 700 brand-name manufacturers in the U.S. and more than 500 in Canada at insider prices. We ask that current and prospective members not share our prices or information about our manufacturers out of respect for the retail community, which could be pressured by consumers to meet our prices.
Directbuy
Merrillville,Indiana,
U.S.A.
Decision Policy and FAQ's directly from DirectBuy site
#4UPDATE Employee
Sun, March 04, 2007
What is DirectBuy? DirectBuy is private members-only showroom and design center where members can purchase goods without paying retail markup. With more than 130 locations in North America, DirectBuy offers its members access to approximately 700 brand-name manufacturers and authorized suppliers in the U.S. and more than 500 brand-name manufacturers and their authorized suppliers in Canada. What does it mean to buy direct? When you purchase merchandise through DirectBuy, you buy directly from the manufacturers and their authorized suppliers at confidential insider prices, much like retail stores do. Is DirectBuy like a warehouse club? Not at all. Though many of our members also belong to warehouse clubs. At DirectBuy, the product selection is more extensive, featuring thousands of brand-name items found in major department and furniture stores. We also offer members the ability to custom-order furniture and cabinets, as well as arrange for delivery and installation. How do I become a member? Call and make an appointment to attend an Open House. At the Open House, information about the savings, member services and extensive selection of brand-name merchandise is described in great detail, so you can make the most informed decision about whether DirectBuy is right for you. There is no obligation associated with attending the Open House. How long does an Open House last? You should plan to spend about an hour and a half with us. This includes time for you to see everything and to have your questions answered. Do I have to make an appointment? Yes. Our showrooms are open only to members. For a showroom tour, you will need to make a reservation and we will provide you with a Visitor's Pass. Once you're a member, you're welcome to stop in any time. Call 1-800-DirectBuy or visit www.directbuy.com to find a showroom near you. How much is the membership? Membership dues are confidential until you attend an Open House and take a good, honest look at what DirectBuy has to offer and you understand how a DirectBuy membership can work for you. During your first showroom visit, we'll present you with membership options and costs. There are several membership plans available, and pricing depends upon the type and length of membership. Can I become a member of DirectBuy anytime after attending an Open House? We ask for your decision after attending an Open House. This policy is in place out of respect for our members, manufacturers and the retail industry. It prevents consumers from asking traditional retailers to match DirectBuy prices. Why don't you list the names of your manufacturers? DirectBuy carries more than 700 brand-name manufacturers in the U.S. and more than 500 in Canada at insider prices. We ask that current and prospective members not share our prices or information about our manufacturers out of respect for the retail community, which could be pressured by consumers to meet our prices.
MJ
Washington,District of Columbia,
U.S.A.
Unprofessional and morally reprehensible action
#5Consumer Comment
Wed, July 26, 2006
I also applied for a customer service/call center position last week. Went on the interview and was told by Rick that he would like me to start and that I would get a call back in about two weeks to follow up. He obviously changed his mind because yesterday, he had someone named Katy from member services call my home to inform me that they had filled the positions and I would not be hired and thanks for my interest, good luck with my job search. Not an issue - a company has the right to change its mind. THE ISSUE - This individual left this message with my 13-year-old daughter!! My daughter does not have a "grown up" voice and is clearly a child! My daughter, being polite, explained that I was not home and could she take a message. For goodness sake - who in their right mind or with one ounce of integrity, professionalism or a conscience would leave this kind of message with a child - who was VERY upset by this message! Why not just say - "Ask you mother to return my call This is the most outrageous, unprofessional and morally reprehensible action I have encountered in my 23 years as a workforce professional. My daughter calls me in tears on my cell phone and I of course call the company back immediately to demand an explanation and this woman doesn't have the nerve to get back on phone and someone named Gary provides no acceptable explanation or apology, and when I ask to speak with Rick, I am told that he is unavailable and cant talk any further. Likewise Nancy, I am much better off not to have my resume tainted with the likes of this company. God does look out all the time.....And to think, I had five people committed to become members with this company once I came on board....thank goodness that this did not happen. During my interview Rick talked about his teenage daughter....I wonder how he would like it if someone called his home and left this kind of message with his child.
Nancy
Olney,Maryland,
U.S.A.
Poor customer Service, Disrespectful
#6Consumer Comment
Tue, July 18, 2006
I had answered an employment ad and Rick called and left a message to call him to discuss the details of the position. I returned his call four times and left messages and he never returned my calls. Ironically this was a custmer service position and I hoped this was not company standard policy. I had hoped they did not treat their customers in this way. After reading several reports regarding Direct Buy I see this is an issue. In retrospect I suppose I am better off. I have been searching for a long time for employment in the design industry and was initially very dissappointed of course. I do not take a job search lightly as it is my livelyhood. Afterall a 30 second return call to just say never mind or whatever could make a world of difference and let a person get on with what they need to do, right? So thank you for your insight and I am once again reaffirmed GOD is in control and there is a reason for everything.
