Initial Business Response / [redacted] (1000, 8, 2015/12/02) */ Contact Name and Title: J [redacted] Contact Phone: XXX-XXX-XXXX During communications with the consumer, we have reached a mutually acceptable resolution OFFER: Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/12/02) */ Direct Buy has contacted me and has agreed to pay back my money and end membership and also withdraw all negative credit marks against me! I haven't contacted Revdex.com due to the fact that I'm waiting on their check issued for refund to meI wanted to make sure I receive it before I end the complaint and that it has been resolvedAs of 12/2/15, I have not received refund [redacted] Final Business Response / [redacted] (4000, 13, 2015/12/02) */ Contact Name and Title: J [redacted] The check was mailed to the consumer today OFFER: Final Consumer Response / [redacted] (2000, 15, 2015/12/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) Direct Buy mailed me the check as expected, and they are to wipe my credit clean with them and to the credit bureaus I accept this resolution and wish the negative report against them be resolved thru Revdex.com Thanks, ***
Initial Business Response / [redacted] (1000, 5, 2015/07/30) */ Contact Name and Title: Angie Member Relations Contact Phone: XXX-XXX-XXXX Contact Email: ***@directbuy.com Thank you for making DirectBuy, Inc aware of this matterWe will be contacting the consumer in effort to reach an amicable resolution OFFER: Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/08/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Spoke with Angie in Member Services on 08/03/It was agreed that Direct Buy will pay the remaining balance to Beta Finance to release us from the agreementA signed release form was scanned to Angie on 8/7/
Initial Business Response / [redacted] (1000, 5, 2016/01/13) */ Contact Name and Title: Rebecca [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @gmail.com The individual who filed the complaint against our company is not a DirectBuy member, but a relative of a member who has the same last nameThe complainant misrepresented himself as a member of our club and requested a quote for countertops through a local supplierThis local supplier has a long-standing relationship with DirectBuy of MinneapolPaul and offers our members a discount as a benefit of their membership Quotes are given for the product only and do not include any additional applicable fees such as handling, shipping, freight and/or taxesDirectBuy members are aware that these fees are included in the final price of an item as this information is disclosed during the initial open house tour, as well as the member guide and new member orientationSince the complainant is not a DirectBuy member he was most likely unaware of these additional charges A month after receiving the initial quote the complainant came into the club to place the countertop order, became very upset when he saw the addition of the handling fee, and was verbally abusive to our service staffA manager was called in to explain the added charges and diffuse the situation; however the complainant continued to be rude and unreasonable with both staff membersThe complainant then left the showroom and went directly to our local countertop supplier (who does not sell to the public), and tried to get DirectBuy pricing for the countertopsThe supplier refused and told him they would have to charge him the full retail price if his order was not placed through DirectBuy The complainant then came back to the club the next weekend and demanded to see an owner, none of whom were available as they were attending an offsite eventLater, after learning of the issue the owners offered to reduce the handling fee by $The complainant initially rejected the offer, however later changed his mind and placed the order with the offered discount It was not until this point that we discovered that the complainant was not a DirectBuy memberThe DirectBuy membership agreement makes it very clear that only the member, their household, and dependent children to the age of are granted the right of membership; the complainant does not fall into any of these categoriesThe club owner called the member directly to discuss this violation and the member became rude and condescending DirectBuy of MinneapolPaul does not intend to provide a refund to the complainant for this orderGiven the violation of the membership agreement, the abuse of the membership privileges, the attempt to go around the club to the supplier, the inappropriate behavior towards our staff and franchise owner, it would be well within the rights of the company to not only refuse the sale, but also terminate the membershipWe do not intend to take this action at this time, but request that the member and the complainant operate within the boundaries set forth in the membership agreementIf there is another violation of this sort we will have no choice but to terminate this membership OFFER: Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have paper work that showing them stating it was to take off my mothers name and my father and I will be on the membership together due to our business Also them club member never called and I can show phone records proving she never called me and had a conversationDue to them not getting back to me I went back in days later to talk to the owner she was never there and couple hours later she sent me an email never a callWhen did I ever reject the off? After you sent me your email I purchased the countertops so I could finish my projectAfter walking out of their store the first time I went to their supplier to get my sink back and went to other suppliers around the city to get other estimatesEven with direct buy not knowing how to give correct estimates I went back with them due to the priceIn their statement they stated that the local suppliers does not sell to public which is another statementThey have a store front in the cities and gave me a estimate for countertops as a public customer The club missed represented the price they was going to charge of the countertopsI purchased cabinets from them the month before and with that estimate it clearly showed taxes, handling fees and any other fees that were to be on the bill If they think their owner talked to me about Violating the agreement plus show me your phone records Final Business Response / [redacted] (4000, 9, 2016/01/20) */ Contact Name and Title: Rebecca [redacted] Franchise Owner We have made a good faith effort to service this member despite his numerous violations of his membership agreementAs such, we stand by our previously submitted response OFFER:
Initial Business Response / [redacted] (1000, 5, 2015/09/28) */ Thank you for bringing this complaint to our attentionWe are reviewing the membership and the member's concerns and will provide a final resolution by Friday, October 2, Thank you, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/10/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) Tradeline has been removed from both credit statements and a letter from the AG was sent to my address in resolution of my complaintThank you
Initial Business Response / [redacted] (1000, 5, 2016/01/18) */ Contact Name and Title: M [redacted] Contact Phone: XXXXXXXXXX Contact Email: [redacted] @directbuy.com We have spoken with the member and reached a resolution that is satisfactory to all parties OFFER: Initial Consumer Rebuttal (The consumer indicated he/she ACCEPTED the response from the business.) They were very prompt and courteous and very reasonableI am satisfied with the resolution of my issue
Initial Business Response / [redacted] (1000, 5, 2016/03/08) */ Contact Name and Title: M [redacted] Contact Phone: XXXXXXXXXX Contact Email: [redacted] @directbuy.com Thank you for bringing this complaint to our attentionOur policy has never allowed persons of separate households to purchase a single membershipWhile we not privy to conversations between the member and staff at the club location, we do apologize for any miscommunication that may have occurred regarding this matterFees the member has paid to date were received by the former club owner, Drake Enterprises, LLC, not DirectBuy, IncTherefore, while we are agreeable to cancelling the membership and outstanding financial obligation, we are not able to provide the member a refund of monies paidI have spoken directly with the member and she is agreeable to having the membership cancelled and being relieved of the outstanding financial obligation OFFER:
Initial Business Response / [redacted] (1000, 5, 2017/06/02) */ Member purchased a DirectBuy membership on 5/15/and also signed a Retail Installment Contract for the financing of said membershipDirectly above the member's signature on the Membership Agreement it states: "You agree to pay the price for your membership on the terms above and acknowledge that your membership not cancelable, and your membership fees are not refundable, except as may otherwise be provided by applicable law or disclosed in this agreementPayment for membership is not conditioned on the use of the membership"It also states on the Retail Installment Contract under the Entire Contract section that "No oral promises, representations or statements are part of this contract...." Member made payments towards their Retail Installment Contract and defaulted on the remainderTheir account was charged off on 4/15/and has since been sold to National Financial GroupMember should reach out to National Financial Group going forward at XXX-XXX-XXXX regarding their account as DirectBuy no longer has ownership of this contract Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/06/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) In other words they have sales staff who can say anything to get the sale done and the company allows it? We paid a deposit on a credit card as well as the monthly paymentsWe are requesting a full refundThey hire unscrupulous people to get the job done, they should honor what their employees promised Final Business Response / [redacted] (4000, 9, 2017/06/13) */ As previously mentioned, the Retail Installment Contract states "No oral promises, representations or statements are part of this contract...."This section is to protect both the consumer and the company from any disputes concerning oral promisesWhile we can neither confirm nor deny what was discussed during the sale, it is not our practice to make claims during the sale processFurthermore, regarding the claim of making monthly payments, the consumer made a total of of the agreed upon monthly installmentsDue to them defaulting on their Retail Installment Contract, their account was charged off and sold to National Financial GroupConsumer is advised to reach National Financial Group at XXX-XXX-XXXX as DirectBuy no long has ownership of this contract
Initial Business Response / [redacted] (1000, 5, 2015/11/04) */ Contact Name and Title: M [redacted] Contact Phone: XXXXXXXXXX Contact Email: [redacted] @directbuy.com Thank you for bringing this complaint to our attentionWe apologize for the delay the member experienced when requesting to cancel the travel upgrade to her DirectBuy membershipThe travel upgrade has been cancelled and a full refund is being processed back to the member OFFER: Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for a partial return payment, but I'm looking for a full refund of My bank statement is showing only returned as of November 9, There were payments of and deducted from my checking account on Oct 2, I'm expecting the as well Final Business Response / [redacted] (4000, 9, 2015/11/09) */ Contact Name and Title: M [redacted] The two charges were credited back to the member's account on 11/4/15, however there appears to have been a hang up with one of the credits being processedThis error has been corrected and the member should now see the total refund reflected on her account OFFER: Final Consumer Response / [redacted] (2000, 11, 2015/11/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) Total refund is in the bankThank you Revdex.com and Direct Buy for settling my problem so quickly
Initial Business Response / [redacted] (1000, 5, 2016/08/24) */ Our office has been working directly with the [redacted] ; all of her issues have been resolvedThe [redacted] has indicated that she is satisfied and will notify the Revdex.com Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/08/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business has agreed to replace of the damaged items and I am in agreeance with that, however I stated that I did not have a problem issuing a statement that the complaint was resolved once I received those items and if they were received without any damage or defect Final Business Response / [redacted] (4000, 9, 2016/08/26) */ The replacement items are in route to the distribution center; the member will receive a call next week to schedule a delivery date
Initial Business Response / [redacted] (1000, 5, 2015/07/01) */ Contact Name and Title: Nicole SMember Relation Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @directbuy.com Thank you for bringing this complaint to our attentionWe received a generic communication from this member and have attempted to respond to them directlyWe understand the members' disappointment regarding the closing of their local showroomMost DirectBuy locations are independently owned and operated franchises, as was the case with DirectBuy of SarasotaOn August 13, 2011, the member purchased a DirectBuy membership with a 3-year term and has paid two annual renewals to maintain that membership With the closing of the Sarasota location in April, DirectBuy, Inctook immediate steps to provide all members of that location with the ability to continue to receive all their DirectBuy membership benefits, including access to our exclusive Home Shopping programThis information was made available to DirectBuy of Sarasota members via email and on their DirectBuy members' website immediately after the club closed OFFER: This membership is due to expire August 13, and renewing the membership is optionalWe do not feel that a refund from our office is appropriate, but would be more than happy to provide this member with a complimentary renewal for their inconvenienceWe look forward to providing them with all their DirectBuy membership service and benefits Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) The closing of the local store was unfortunate but giving me one free renewal does not help me if I cannot shop with this companyThier website does not have very many items compared to thier store catalogsAlso they never addressed the fact of thier high sales practices and lying about renweal prices and many other things Final Business Response / [redacted] (4030, 10, 2015/07/14) */ DirectBuy arrived at a court-approved resolution of this member's claim in a class action matter in Hammond, IndianaUnder the class administrator's guidelines, the members had until June 11, to either file a claim or exclude themselves from the SettlementHaving failed to do either, the members are now bound to the settlement resolution, provided DirectBuy with a Release of Claim, and are not eligible to further pursue this claim; therefore, adjustments to their account are not warrantedFor additional information the member can visit the claim's website, www.MembershipClubSettlement.com, or call 1-866-855-
Initial Business Response / [redacted] (1000, 5, 2015/08/11) */ Contact Name and Title: Maureen / Mbr Relations Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @directbuy.com Thank you for making DirectBuy, Inc aware of this matterWe will be contacting the consumer in effort to reach an amicable resolution OFFER:
Initial Business Response / [redacted] (1000, 5, 2016/03/08) */ Contact Name and Title: [redacted] - Legal Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @directbuy.com Thank you for bringing this complaint to our attentionI have confirmed with both our corporate merchandise specialist and the cabinet manufacturer that the member's cabinet issues are being addressed and correctedWe apologize for the unavoidable shipping delay, and would like to offer the member a $merchandise credit to be used on future orders as compensation for any inconvenience this delay may have caused himGiven that the issues with the cabinets are being rectified by the vendor, and the member is being offered $worth of merchandise compensation, a refund of this order is not warranted OFFER: Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/03/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) We take up the offer for the 500$ compensation
Initial Business Response / [redacted] (1000, 5, 2015/05/04) */ Contact Name and Title: [redacted] Owner Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @directbuymsp.com Upon receipt of the consumer's initial request for calls from DirectBuy to cease we confirmed that the calls were not coming from our internal call center, and that the number was on the Federal DNC listWe also contacted our outside call center, MDI, requesting the number be immediately removed from all call listsWhen we received the complaint the consumer filed with your office we again confirmed that the number was on the DNC list, and neither our internal, or external call centers where placing the callsThe number the consumer provided from her caller ID is not a number associated with DirectBuy, or any of or affiliatesWe have been in contact with the consumer and requested she advise us if she receives any more callsWe are also investigating where these calls are originating from and will make every effort to ensure they cease misrepresenting our company OFFER: Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/08/11) */ Contact Name and Title: Maureen / Mbr Relations Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @directbuy.com Thank you for making DirectBuy, Inc aware of this matterWe will be contacting the consumer in effort to reach an amicable resolution OFFER:
Initial Business Response / [redacted] (1000, 5, 2016/09/20) */ In her complaint the member references two individual orders which were placed one week apart and received at the warehouse on different datesThe bedframe order the member was picking up at the warehouse, when she saw her desk, was placed first The member's desk order did arrive at the warehouse prior to the original estimated shipment date, however the warehouse has up to hours to inspect orders prior to contacting the memberDue to the weight of the desk, the delivery company needed to request extra man power, and funds (at no cost to the member) to deliver the itemThe process of making the request, and subsequent approval, took several days, which is the reason the member had not been contacted that her desk had arrived at the warehouse Once the delivery company received approval for the additional funds for the delivery attempts were made to contact the memberThe agent reported difficulty getting through the phone lines, and then on the scheduled delivery day one of the workman became ill and the delivery had to be rescheduledIn order to compensate the member for these inconveniences both the handling and delivery fees were credited back to the member's credit card The order has been rescheduled for delivery on September Our system notes show that member wants to cancelThe member (and former DirectBuy employee) has already been compensated for any inconveniences she may have experienced due to the delays with the delivery of her deskAdditional compensation for the legitimate delay of securing additional manpower to make a safe delivery is not warranted Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) On 9/13/16, the delivery was schedule for between 2:- 4:When the delivery did not take place I took the initiative to contact the delivery agent at just before 5:pm and was advised that the worker had allegedly suffered heat stroke, this on a day that it was not that hot in AustinAdditionally, no one from the delivery agent made any attempt to contact me to let me know that the delivery would not take place and would need to be rescheduled I contacted DirectBuy the next day to report what had happened and was told numerous times that week by DirectBuy personnel that the delivery agent will contact you to schedule the delivery and each time the promised call never happenedFriday afternoon, 9/16/16, I spoke to [redacted] at DirectBuy and advised her that if I was not contacted by the delivery agent by 5:that day that I wanted the order cancelled and to be refunded in full for the desk as it was ridiculous that this had not been resolved and enough of my time had been wasted in trying to get this matter addressed [redacted] called me at approximately 5:that afternoon to see if I had been called to schedule delivery, which I had not, at which point she indicated that she understood my frustration as she was equally frustrated and that she would put through my refund Late Monday morning, 9/19/16, I was contacted by Elephant Moving (the local delivery agent) and DICTATED TO that they would be delivering the desk the next day; not can we schedule delivery with you or even so much as courteously asking if it would be convenient for me to take delivery the next day, just telling me they were comingI advised Elephant Moving that I was not accepting delivery as I had already advised DirectBuy that I wanted the order cancelledI did call [redacted] at DirectBuy and advise her and she expressed understanding and again said she would put the order through for refund but that she had to have her team leaders assistance to process the transaction [redacted] did call me later in the day to say that her team leader wanted to know if I would accept a [redacted] refund for the desk only (the desk also includes a glass top that is a part of the entire order but charged separately even though when you select the desk it doesn't give you the option to purchase just the desk without the glass top) which amounted to [redacted] I advised [redacted] that the time I had to take off to be available for the failed delivery, the amount of time I had spent trying to get the delivery rescheduled, and the overall frustration I had experienced as a result was worth considerably more than [redacted] so no, I would not accept that offerShe was going to go back to her team leader and get back to meI have heard nothing more from her or DirectBuy until receiving their response Additionally, my being a former DirectBuy employee has absolutely no bearing whatsoever with this matter If DirectBuy would like to refund me 50% of the total cost of the desk, including the glass top, or [redacted] and ensure that I will be contacted in a timely manner (within hours of DirectBuy's acceptance of said offer) to schedule the delivery at a time that is convenient for me, I would be agreeable to such a resolutionThe desk will still be subject to my inspection at time of delivery for any damage and repair or replacement as appropriate if any damage is found, as would be for any purchase Final Business Response / [redacted] (4000, 13, 2016/10/10) */ A mutually acceptable resolution has been reached with the consumerThe consumer has accepted and is in receipt of the merchandise Final Consumer Response / [redacted] (2000, 15, 2016/10/13) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 6, 2016/02/01) */ During the course of her membership, this [redacted] purchased orders totaling over $7,900.00; the last order being placed on February 27, The original term of her membership was for months with an option to renew for consecutive years at a guaranteed rateThe [redacted] took renewals, the last being in August of The Bothell DirectBuy location closed on September 26, DirectBuy, Inctook immediate steps to provide all members of this location with the ability to continue receiving all of their DirectBuy membership benefits, including access to our exclusive Home Shopping programHome Shopping allows members to make purchases from DirectBuy vendors offering over million items, with complete access to catalog and pricing information, from the comfort of their own homeOur associates are able to order samples of flooring, carpet, window treatments, and fabric directly from the manufacturer and have them sent directly to the [redacted] 's home at no cost to the [redacted] Home Shopping associates are available by phone, fax, and email days a week, 9:00am till 9:00pm M-F, 9:00am till 5:00pm Saturday and SundayWe have also retained a local consolidator, STI/A-Distribution, located at South 190th Street, Kent Washington for receiving orders that are not able to ship directly to the members' home via UPSSTI/A-Distribution receives orders, inspects contents, and contacts members directly to make delivery arrangementsIn addition, DirectBuy, Inchas contracted with local interior and cabinet designers who are available to work with our members on custom designs in their own homes Our recently re-launched members-only e-commerce website - my.directbuy.com - is also available to the [redacted] from the comfort of her own homeWith better search capabilities, faster load times, improved images and item descriptions, and a more-appealing overall design, the new my.directbuy.com is bigger and better than ever and offers over 130,items available to order onlineThis information was made available to DirectBuy of Seattle members via email and on their DirectBuy members' website immediately after the club closed Although our records do not reflect receiving a renewal payment from this [redacted] since August 2014, in an effort to bring this matter to resolution we are willing to provide the [redacted] with a refund of the last renewal payment received, or provide her with one free one year renewal and reactivate her DirectBuy membership till January 2017, after which she would be required to pay the agreed upon annual renewal feePlease let us know which of these options are selected OFFER: Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/02/07) */ The offer made by Direct Buy is not acceptable The closure of the Direct Buy Showrooms in Seattle (both of them) completely eliminates the terms of use for the membership I purchasedWhen I purchased my membership, the sales person (and location owner) both stated that the Direct Buy website was woefully inadequate, displaying only a small fraction of the products available shopping in the showroomIn my years of having a Direct Buy membership, this has been my experienceWithout access to the catalogs and samples in the showroom, the membership is worthless to meOne of the hard sells of the membership was that many people purchase the membership with the intent to make purchases when a new home is built in the futureYour compromise of using your design consultant is totally inadequate and does not allow access to the products that were the strong-arm selling point of buying a membershipI have not used the membership in the past year, not because I have not purchased some big ticket items, but because each time I checked on an item, it was either not available through Direct Buy or I could purchase the item at a lower price once your shipping and handling fee was tacked on Reimbursement of my $renewal fee for this year is absolutely inadequateThere is no way that I have received my moneys worth for a $5,membership and Direct Buy is no longer maintaining the service that I purchasedIn lieu of this, I am asking for a full refund of my membershipThe only thing your organization offers is service and without a local showroom, you have basically defaulted on your end of our agreement Their position that the $5,is for a year membership is ridiculousIt is an entrance fee for being a [redacted] and you get three years of no additional fees up front, then $a year after thisLike a timeshare where you spend $12,000, then do not pay maintenance fees for the first months, but pay maintenance fees for each year thereafter I have in no way received my money worth on this membership and without a local showroom, I do not have the access to products which was the whole basis of their sell to membersI deserve a refund of my membership fee ads Direct Buy has defaulted on the service level they said they would provide at the time I purchased my membership Please advise next steps as I will take them to court if this is not resolvedThere should be a class action suite against them in Washington as I am certain there are many other members who are not satisfied with their offer of "online" service with a design consultant on the side Finally, I paid my dues in full, which they accepted and send them evidence of this direct payment in my Jan19, e-mail to Maureen in the home officeI am attaching a copy of the evidence I sent to them I would appreciate your quick response as I need to move this process along if they are unwilling to provide the refund [redacted] A [redacted] XXX-XXX-XXXX Final Consumer Response / [redacted] (4200, 12, 2016/02/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The offer made by Direct Buy is not acceptable The closure of the Direct Buy Showrooms in Seattle (both of them) completely eliminates the terms of use for the membership I purchasedWhen I purchased my membership, the sales person (and location owner) both stated that the Direct Buy website was woefully inadequate, displaying only a small fraction of the products available shopping in the showroomIn my years of having a Direct Buy membership, this has been my experienceWithout access to the catalogs and samples in the showroom, the membership is worthless to meOne of the hard sells of the membership was that many people purchase the membership with the intent to make purchases when a new home is built in the futureYour compromise of using your design consultant is totally inadequate and does not allow access to the products that were the strong-arm selling point of buying a membershipI have not used the membership in the past year, not because I have not purchased some big ticket items, but because each time I checked on an item, it was either not available through Direct Buy or I could purchase the item at a lower price once your shipping and handling fee was tacked on Reimbursement of my $renewal fee for this year is absolutely inadequateThere is no way that I have received my moneys worth for a $5,membership and Direct Buy is no longer maintaining the service that I purchasedIn lieu of this, I am asking for a full refund of my membershipThe only thing your organization offers is service and without a local showroom, you have basically defaulted on your end of our agreement Their position that the $5,is for a year membership is ridiculousIt is an entrance fee for being a [redacted] and you get three years of no additional fees up front, then $a year after thisLike a timeshare where you spend $12,000, then do not pay maintenance fees for the first months, but pay maintenance fees for each year thereafterIt is like a timeshare saying you bought into a great resort, but we've closed that down and we can offer you a room at Motel as long as you pay us $a yearCrazy! I have in no way received my money worth on this membership and without a local showroom, I do not have the access to products which was the whole basis of their sell to membersI deserve a refund of my membership fee ads Direct Buy has defaulted on the service level they said they would provide at the time I purchased my membership Please advise next steps as I will take them to court if this is not resolvedThere should be a class action suite against them in Washington as I am certain there are many other members who are not satisfied with their offer of "online" service with a design consultant on the side Finally, I paid my dues in full, which they accepted and send them evidence of this direct payment in my Jan19, e-mail to Maureen in the home officeI am attaching a copy of the evidence I sent to them I would appreciate your quick response as I need to move this process along if they are unwilling to provide the refund [redacted] A [redacted] XXX-XXX-XXXX Final Business Response / [redacted] (4000, 14, 2016/02/17) */ Contact Name and Title: M [redacted] DirectBuy responded to this duplicate rebuttal from the [redacted] on February OFFER:
Initial Business Response / [redacted] (1000, 5, 2015/09/08) */ Contact Name and Title: Kip [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @rhfsrevices.com We have reviewed the Mr& Mrs***'s account and are willing to cancel their membership and provide the member with a pro-rated refund in the amount of $2,700.00, which represents approximately 2/of the membership feeDirectBuy, Incis providing their exclusive Home Shopping Program to all DirectBuy of New Orleans membersBecause the member continues to have access to the savings benefits of their membership through this program we do not feel a full refund is warrantedIf the member signed a Retail Installment Contract with a third party finance company that agreement remains in effect and member is responsible for any amount still duePlease have the member contact me directly in order to complete the cancellation and pro-rated refund process Kip [redacted] XXX-XXX-XXXX [redacted] @rhfservices.com OFFER:
Initial Business Response / [redacted] (1000, 5, 2016/03/04) */ Contact Name and Title: M [redacted] Contact Phone: XXX-XXX-XXXX Copies of the signed Membership Agreement (Agreement) and Retail Installment Contract (RIC), both signed by the member, are being mailed out to him (address provide on the complaint form)The member has not provided DirectBuy, Incwith court documentation stating his name should be removed from the membership; however removal of his name from the membership does not relieve him from the financial obligation he incurred when entering into the RICIf the court order states that the member's spouse is solely responsible for the financial obligation we will contact the finance company and advise them of thisAs the primary signature on both the Agreement and RIC, the member's former spouse may also contact DirectBuy, Inc, and the finance company directly, and provide the required court documentation to have the member's name removed from the account and the associated financial obligation OFFER: Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I maintain that I did not open or sign on an account with my ex-wifeThis was done without my knowledge as I did not know about it until I saw it on my credit reportI will send them the divorce papers Final Consumer Response / [redacted] (3000, 13, 2016/03/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I would like to review the documents that Direct Buy says it has sent to me that show proof that I signed for this accountI continue to maintain that I did not sign anything and that if my name is on this it was done without my permissionAgain, I had no knowledge of this account until I saw it listed on my credit report and have never received any correspondence from either Direct Buy nor a collection company acting in their nameIs there an address where my attorney can send copies of the divorce decree? Final Business Response / [redacted] (4000, 16, 2016/03/08) */ Contact Name and Title: M [redacted] Copies of the signed Membership Agreement and Retail Installment Contract have been emailed to the member (email consumer provided on the Revdex.com complaint form), as well as to the Dispute Resolution Services of the Revdex.com for their review OFFER:
Initial Business Response / [redacted] (1000, 5, 2016/06/07) */ The original term of this membership was months, after which she had the option to renew annually for consecutive yearsThe member took renewals; her membership then expired on January 3, The member contacted our office on June 2, requesting to re-activate her membershipShe was offered a [redacted] discount on a one year renewal fee, as well as waiving the previous year renewal feesAlthough her local club has closed, DirectBuy, Incis servicing members of DirectBuy of Metro Washington NW through our corporate Concierge ServiceOur associates are able to provide her with all the benefits and savings that she enjoyed at her club in the privacy of her own homeDirectBuy memberships are not conditioned on useWe encourage our members to use their memberships and enjoy the associated savings, however her choice to not make any purchases does not warrant refunding the membership fee, which was paid to the former franchise ownerWe are still willing to honor the above-mentioned offer made to the member; waive the past renewal fees and offer a [redacted] discount for a one year renewalPlease have the member contact our Member Care Department if she would like to take advantage of this offer Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/06/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello Sir, Greetings of the day! The explanation which Direct Buy provided is not completely trueWe did visit several times to their Perry Park store located in GaithersburgI felt that after I became a Direct Buy [redacted] and paid their fees, they were more interested paying attention towards the new invited visitors who had come to take a tour and we (I and my husband) were completely neglected in the shopExcept one time, most of the time they did not have what we wanted in the storeThe contractors we selected were not available, and the items which we chose could not arrive according to our desired scheduleWhen we wanted to consult a specialist for our window treatment, we waited for two hours and then we found out that he couldn't come for some reasonsEven in 2012, when membership was revived, I did not get the Washer/Dryer which and a wedding gift which I wanted to purchase In brief, after becoming a [redacted] , we felt that we were trappedWe did not get a desired service form the employees of the Gaithersburg branch office in MarylandI can show you the record that our house was damaged severely with the heavy rain in and my basement was flooded with feet of water We completely renovated the entire basement installing all walls, doors, electric panel and new appliances:(HVAC, Water heater, Air conditioner, and a new roof)I feel that all [redacted] membership was completely wastedNow, after these many years, when I want to buy some building material (to build a new wooden deck (they don't carry any deck material for wooden deck)However, they do have porcelain tiles which I would like to use, but they want me to pay the renewal feesThey have not even provided the basic service of informing us that they are completely moving out and closing all the stores from MARYLANDThere is absolutely no information from themI will be glad if they could justify at least [redacted] worth of their services in past yearsUnfortunately due to my deteriorating health condition, I was unable to take earlier actionNow, I am willing to present all documents of my health conditions and yearly medical treatment, but they ended up with just [redacted] discountLast week I requested a Direct Buy employee to take my health situation into her kind consideration and allow me to buy those tiles for 1000sqare feet backyard patio (which could have been my first big purchase from them, (in past years) but she did not want to change a bit and show any empathy or a basic human value towards a sick human beingI am a scientist and work in the fields of clinical research for AIDSI am a cancer survivor and routinely going through the prevention treatmentIf money is their only interest and there is no human value attached to it, then I am not interested in having any connection with themThey could have checked the records of my membership, and shown some basic consideration into my first time big purchase from their wholesale providersI am sorry but their rudeness was very hurtful and that has forced me to file a complaint against them Thanks, [redacted] Final Consumer Response / [redacted] (4200, 11, 2016/06/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, No, now it is of no use in accepting this proposalIf they would have offered this option when I wanted to buy the tiles and wooden deck material for my backyard patio, I might have accepted itTen days ago I already purchased patio tiles from the local tile store for my square feet backyard patio area and 800sqfeet of wooden deck materialThey have removed all local stores and centers from Maryland areaMy current health condition doesn't make me comfortable sitting in the car more than minutesSo for me to drive to near by state to their store is almost not practicalI will appreciate if they return my membership money of $ [redacted] which I really use for my outstanding medical expensesThey must have earned lots of interest on my $ [redacted] during past ten yearsI will truly appreciate if I could get my membership money back and officially discontinue my membership with "Direct Buy Thank you for your kind considerationI will appreciate your quick responseVthak Final Business Response / [redacted] (4000, 13, 2016/06/21) */ We stand by our previous resolution offer
Initial Business Response / [redacted] (1000, 5, 2015/11/18) */ Contact Name and Title: Janet [redacted] - Legal Contact Phone: XXXXXXXXXX Contact Email: [redacted] @directbuy.com Thank you for bringing this complaint to our attentionWe have been in contact with the member and will be providing his requested pro-rated refund OFFER: Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) It's better than nothing
Initial Business Response / [redacted] (1000, 8, 2015/12/02) */ Contact Name and Title: J [redacted] Contact Phone: XXX-XXX-XXXX During communications with the consumer, we have reached a mutually acceptable resolution OFFER: Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/12/02) */ Direct Buy has contacted me and has agreed to pay back my money and end membership and also withdraw all negative credit marks against me! I haven't contacted Revdex.com due to the fact that I'm waiting on their check issued for refund to meI wanted to make sure I receive it before I end the complaint and that it has been resolvedAs of 12/2/15, I have not received refund [redacted] Final Business Response / [redacted] (4000, 13, 2015/12/02) */ Contact Name and Title: J [redacted] The check was mailed to the consumer today OFFER: Final Consumer Response / [redacted] (2000, 15, 2015/12/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) Direct Buy mailed me the check as expected, and they are to wipe my credit clean with them and to the credit bureaus I accept this resolution and wish the negative report against them be resolved thru Revdex.com Thanks, ***
Initial Business Response / [redacted] (1000, 5, 2015/07/30) */ Contact Name and Title: Angie Member Relations Contact Phone: XXX-XXX-XXXX Contact Email: ***@directbuy.com Thank you for making DirectBuy, Inc aware of this matterWe will be contacting the consumer in effort to reach an amicable resolution OFFER: Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/08/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Spoke with Angie in Member Services on 08/03/It was agreed that Direct Buy will pay the remaining balance to Beta Finance to release us from the agreementA signed release form was scanned to Angie on 8/7/
Initial Business Response / [redacted] (1000, 5, 2016/01/13) */ Contact Name and Title: Rebecca [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @gmail.com The individual who filed the complaint against our company is not a DirectBuy member, but a relative of a member who has the same last nameThe complainant misrepresented himself as a member of our club and requested a quote for countertops through a local supplierThis local supplier has a long-standing relationship with DirectBuy of MinneapolPaul and offers our members a discount as a benefit of their membership Quotes are given for the product only and do not include any additional applicable fees such as handling, shipping, freight and/or taxesDirectBuy members are aware that these fees are included in the final price of an item as this information is disclosed during the initial open house tour, as well as the member guide and new member orientationSince the complainant is not a DirectBuy member he was most likely unaware of these additional charges A month after receiving the initial quote the complainant came into the club to place the countertop order, became very upset when he saw the addition of the handling fee, and was verbally abusive to our service staffA manager was called in to explain the added charges and diffuse the situation; however the complainant continued to be rude and unreasonable with both staff membersThe complainant then left the showroom and went directly to our local countertop supplier (who does not sell to the public), and tried to get DirectBuy pricing for the countertopsThe supplier refused and told him they would have to charge him the full retail price if his order was not placed through DirectBuy The complainant then came back to the club the next weekend and demanded to see an owner, none of whom were available as they were attending an offsite eventLater, after learning of the issue the owners offered to reduce the handling fee by $The complainant initially rejected the offer, however later changed his mind and placed the order with the offered discount It was not until this point that we discovered that the complainant was not a DirectBuy memberThe DirectBuy membership agreement makes it very clear that only the member, their household, and dependent children to the age of are granted the right of membership; the complainant does not fall into any of these categoriesThe club owner called the member directly to discuss this violation and the member became rude and condescending DirectBuy of MinneapolPaul does not intend to provide a refund to the complainant for this orderGiven the violation of the membership agreement, the abuse of the membership privileges, the attempt to go around the club to the supplier, the inappropriate behavior towards our staff and franchise owner, it would be well within the rights of the company to not only refuse the sale, but also terminate the membershipWe do not intend to take this action at this time, but request that the member and the complainant operate within the boundaries set forth in the membership agreementIf there is another violation of this sort we will have no choice but to terminate this membership OFFER: Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have paper work that showing them stating it was to take off my mothers name and my father and I will be on the membership together due to our business Also them club member never called and I can show phone records proving she never called me and had a conversationDue to them not getting back to me I went back in days later to talk to the owner she was never there and couple hours later she sent me an email never a callWhen did I ever reject the off? After you sent me your email I purchased the countertops so I could finish my projectAfter walking out of their store the first time I went to their supplier to get my sink back and went to other suppliers around the city to get other estimatesEven with direct buy not knowing how to give correct estimates I went back with them due to the priceIn their statement they stated that the local suppliers does not sell to public which is another statementThey have a store front in the cities and gave me a estimate for countertops as a public customer The club missed represented the price they was going to charge of the countertopsI purchased cabinets from them the month before and with that estimate it clearly showed taxes, handling fees and any other fees that were to be on the bill If they think their owner talked to me about Violating the agreement plus show me your phone records Final Business Response / [redacted] (4000, 9, 2016/01/20) */ Contact Name and Title: Rebecca [redacted] Franchise Owner We have made a good faith effort to service this member despite his numerous violations of his membership agreementAs such, we stand by our previously submitted response OFFER:
Initial Business Response / [redacted] (1000, 5, 2015/09/28) */ Thank you for bringing this complaint to our attentionWe are reviewing the membership and the member's concerns and will provide a final resolution by Friday, October 2, Thank you, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/10/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) Tradeline has been removed from both credit statements and a letter from the AG was sent to my address in resolution of my complaintThank you
Initial Business Response / [redacted] (1000, 5, 2016/01/18) */ Contact Name and Title: M [redacted] Contact Phone: XXXXXXXXXX Contact Email: [redacted] @directbuy.com We have spoken with the member and reached a resolution that is satisfactory to all parties OFFER: Initial Consumer Rebuttal (The consumer indicated he/she ACCEPTED the response from the business.) They were very prompt and courteous and very reasonableI am satisfied with the resolution of my issue
Initial Business Response / [redacted] (1000, 5, 2016/03/08) */ Contact Name and Title: M [redacted] Contact Phone: XXXXXXXXXX Contact Email: [redacted] @directbuy.com Thank you for bringing this complaint to our attentionOur policy has never allowed persons of separate households to purchase a single membershipWhile we not privy to conversations between the member and staff at the club location, we do apologize for any miscommunication that may have occurred regarding this matterFees the member has paid to date were received by the former club owner, Drake Enterprises, LLC, not DirectBuy, IncTherefore, while we are agreeable to cancelling the membership and outstanding financial obligation, we are not able to provide the member a refund of monies paidI have spoken directly with the member and she is agreeable to having the membership cancelled and being relieved of the outstanding financial obligation OFFER:
Initial Business Response / [redacted] (1000, 5, 2017/06/02) */ Member purchased a DirectBuy membership on 5/15/and also signed a Retail Installment Contract for the financing of said membershipDirectly above the member's signature on the Membership Agreement it states: "You agree to pay the price for your membership on the terms above and acknowledge that your membership not cancelable, and your membership fees are not refundable, except as may otherwise be provided by applicable law or disclosed in this agreementPayment for membership is not conditioned on the use of the membership"It also states on the Retail Installment Contract under the Entire Contract section that "No oral promises, representations or statements are part of this contract...." Member made payments towards their Retail Installment Contract and defaulted on the remainderTheir account was charged off on 4/15/and has since been sold to National Financial GroupMember should reach out to National Financial Group going forward at XXX-XXX-XXXX regarding their account as DirectBuy no longer has ownership of this contract Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/06/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) In other words they have sales staff who can say anything to get the sale done and the company allows it? We paid a deposit on a credit card as well as the monthly paymentsWe are requesting a full refundThey hire unscrupulous people to get the job done, they should honor what their employees promised Final Business Response / [redacted] (4000, 9, 2017/06/13) */ As previously mentioned, the Retail Installment Contract states "No oral promises, representations or statements are part of this contract...."This section is to protect both the consumer and the company from any disputes concerning oral promisesWhile we can neither confirm nor deny what was discussed during the sale, it is not our practice to make claims during the sale processFurthermore, regarding the claim of making monthly payments, the consumer made a total of of the agreed upon monthly installmentsDue to them defaulting on their Retail Installment Contract, their account was charged off and sold to National Financial GroupConsumer is advised to reach National Financial Group at XXX-XXX-XXXX as DirectBuy no long has ownership of this contract
Initial Business Response / [redacted] (1000, 5, 2015/11/04) */ Contact Name and Title: M [redacted] Contact Phone: XXXXXXXXXX Contact Email: [redacted] @directbuy.com Thank you for bringing this complaint to our attentionWe apologize for the delay the member experienced when requesting to cancel the travel upgrade to her DirectBuy membershipThe travel upgrade has been cancelled and a full refund is being processed back to the member OFFER: Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for a partial return payment, but I'm looking for a full refund of My bank statement is showing only returned as of November 9, There were payments of and deducted from my checking account on Oct 2, I'm expecting the as well Final Business Response / [redacted] (4000, 9, 2015/11/09) */ Contact Name and Title: M [redacted] The two charges were credited back to the member's account on 11/4/15, however there appears to have been a hang up with one of the credits being processedThis error has been corrected and the member should now see the total refund reflected on her account OFFER: Final Consumer Response / [redacted] (2000, 11, 2015/11/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) Total refund is in the bankThank you Revdex.com and Direct Buy for settling my problem so quickly
Initial Business Response / [redacted] (1000, 5, 2016/08/24) */ Our office has been working directly with the [redacted] ; all of her issues have been resolvedThe [redacted] has indicated that she is satisfied and will notify the Revdex.com Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/08/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business has agreed to replace of the damaged items and I am in agreeance with that, however I stated that I did not have a problem issuing a statement that the complaint was resolved once I received those items and if they were received without any damage or defect Final Business Response / [redacted] (4000, 9, 2016/08/26) */ The replacement items are in route to the distribution center; the member will receive a call next week to schedule a delivery date
Initial Business Response / [redacted] (1000, 5, 2015/07/01) */ Contact Name and Title: Nicole SMember Relation Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @directbuy.com Thank you for bringing this complaint to our attentionWe received a generic communication from this member and have attempted to respond to them directlyWe understand the members' disappointment regarding the closing of their local showroomMost DirectBuy locations are independently owned and operated franchises, as was the case with DirectBuy of SarasotaOn August 13, 2011, the member purchased a DirectBuy membership with a 3-year term and has paid two annual renewals to maintain that membership With the closing of the Sarasota location in April, DirectBuy, Inctook immediate steps to provide all members of that location with the ability to continue to receive all their DirectBuy membership benefits, including access to our exclusive Home Shopping programThis information was made available to DirectBuy of Sarasota members via email and on their DirectBuy members' website immediately after the club closed OFFER: This membership is due to expire August 13, and renewing the membership is optionalWe do not feel that a refund from our office is appropriate, but would be more than happy to provide this member with a complimentary renewal for their inconvenienceWe look forward to providing them with all their DirectBuy membership service and benefits Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) The closing of the local store was unfortunate but giving me one free renewal does not help me if I cannot shop with this companyThier website does not have very many items compared to thier store catalogsAlso they never addressed the fact of thier high sales practices and lying about renweal prices and many other things Final Business Response / [redacted] (4030, 10, 2015/07/14) */ DirectBuy arrived at a court-approved resolution of this member's claim in a class action matter in Hammond, IndianaUnder the class administrator's guidelines, the members had until June 11, to either file a claim or exclude themselves from the SettlementHaving failed to do either, the members are now bound to the settlement resolution, provided DirectBuy with a Release of Claim, and are not eligible to further pursue this claim; therefore, adjustments to their account are not warrantedFor additional information the member can visit the claim's website, www.MembershipClubSettlement.com, or call 1-866-855-
Initial Business Response / [redacted] (1000, 5, 2015/08/11) */ Contact Name and Title: Maureen / Mbr Relations Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @directbuy.com Thank you for making DirectBuy, Inc aware of this matterWe will be contacting the consumer in effort to reach an amicable resolution OFFER:
Initial Business Response / [redacted] (1000, 5, 2016/03/08) */ Contact Name and Title: [redacted] - Legal Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @directbuy.com Thank you for bringing this complaint to our attentionI have confirmed with both our corporate merchandise specialist and the cabinet manufacturer that the member's cabinet issues are being addressed and correctedWe apologize for the unavoidable shipping delay, and would like to offer the member a $merchandise credit to be used on future orders as compensation for any inconvenience this delay may have caused himGiven that the issues with the cabinets are being rectified by the vendor, and the member is being offered $worth of merchandise compensation, a refund of this order is not warranted OFFER: Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/03/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) We take up the offer for the 500$ compensation
Initial Business Response / [redacted] (1000, 5, 2015/05/04) */ Contact Name and Title: [redacted] Owner Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @directbuymsp.com Upon receipt of the consumer's initial request for calls from DirectBuy to cease we confirmed that the calls were not coming from our internal call center, and that the number was on the Federal DNC listWe also contacted our outside call center, MDI, requesting the number be immediately removed from all call listsWhen we received the complaint the consumer filed with your office we again confirmed that the number was on the DNC list, and neither our internal, or external call centers where placing the callsThe number the consumer provided from her caller ID is not a number associated with DirectBuy, or any of or affiliatesWe have been in contact with the consumer and requested she advise us if she receives any more callsWe are also investigating where these calls are originating from and will make every effort to ensure they cease misrepresenting our company OFFER: Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/08/11) */ Contact Name and Title: Maureen / Mbr Relations Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @directbuy.com Thank you for making DirectBuy, Inc aware of this matterWe will be contacting the consumer in effort to reach an amicable resolution OFFER:
Initial Business Response / [redacted] (1000, 5, 2016/09/20) */ In her complaint the member references two individual orders which were placed one week apart and received at the warehouse on different datesThe bedframe order the member was picking up at the warehouse, when she saw her desk, was placed first The member's desk order did arrive at the warehouse prior to the original estimated shipment date, however the warehouse has up to hours to inspect orders prior to contacting the memberDue to the weight of the desk, the delivery company needed to request extra man power, and funds (at no cost to the member) to deliver the itemThe process of making the request, and subsequent approval, took several days, which is the reason the member had not been contacted that her desk had arrived at the warehouse Once the delivery company received approval for the additional funds for the delivery attempts were made to contact the memberThe agent reported difficulty getting through the phone lines, and then on the scheduled delivery day one of the workman became ill and the delivery had to be rescheduledIn order to compensate the member for these inconveniences both the handling and delivery fees were credited back to the member's credit card The order has been rescheduled for delivery on September Our system notes show that member wants to cancelThe member (and former DirectBuy employee) has already been compensated for any inconveniences she may have experienced due to the delays with the delivery of her deskAdditional compensation for the legitimate delay of securing additional manpower to make a safe delivery is not warranted Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) On 9/13/16, the delivery was schedule for between 2:- 4:When the delivery did not take place I took the initiative to contact the delivery agent at just before 5:pm and was advised that the worker had allegedly suffered heat stroke, this on a day that it was not that hot in AustinAdditionally, no one from the delivery agent made any attempt to contact me to let me know that the delivery would not take place and would need to be rescheduled I contacted DirectBuy the next day to report what had happened and was told numerous times that week by DirectBuy personnel that the delivery agent will contact you to schedule the delivery and each time the promised call never happenedFriday afternoon, 9/16/16, I spoke to [redacted] at DirectBuy and advised her that if I was not contacted by the delivery agent by 5:that day that I wanted the order cancelled and to be refunded in full for the desk as it was ridiculous that this had not been resolved and enough of my time had been wasted in trying to get this matter addressed [redacted] called me at approximately 5:that afternoon to see if I had been called to schedule delivery, which I had not, at which point she indicated that she understood my frustration as she was equally frustrated and that she would put through my refund Late Monday morning, 9/19/16, I was contacted by Elephant Moving (the local delivery agent) and DICTATED TO that they would be delivering the desk the next day; not can we schedule delivery with you or even so much as courteously asking if it would be convenient for me to take delivery the next day, just telling me they were comingI advised Elephant Moving that I was not accepting delivery as I had already advised DirectBuy that I wanted the order cancelledI did call [redacted] at DirectBuy and advise her and she expressed understanding and again said she would put the order through for refund but that she had to have her team leaders assistance to process the transaction [redacted] did call me later in the day to say that her team leader wanted to know if I would accept a [redacted] refund for the desk only (the desk also includes a glass top that is a part of the entire order but charged separately even though when you select the desk it doesn't give you the option to purchase just the desk without the glass top) which amounted to [redacted] I advised [redacted] that the time I had to take off to be available for the failed delivery, the amount of time I had spent trying to get the delivery rescheduled, and the overall frustration I had experienced as a result was worth considerably more than [redacted] so no, I would not accept that offerShe was going to go back to her team leader and get back to meI have heard nothing more from her or DirectBuy until receiving their response Additionally, my being a former DirectBuy employee has absolutely no bearing whatsoever with this matter If DirectBuy would like to refund me 50% of the total cost of the desk, including the glass top, or [redacted] and ensure that I will be contacted in a timely manner (within hours of DirectBuy's acceptance of said offer) to schedule the delivery at a time that is convenient for me, I would be agreeable to such a resolutionThe desk will still be subject to my inspection at time of delivery for any damage and repair or replacement as appropriate if any damage is found, as would be for any purchase Final Business Response / [redacted] (4000, 13, 2016/10/10) */ A mutually acceptable resolution has been reached with the consumerThe consumer has accepted and is in receipt of the merchandise Final Consumer Response / [redacted] (2000, 15, 2016/10/13) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 6, 2016/02/01) */ During the course of her membership, this [redacted] purchased orders totaling over $7,900.00; the last order being placed on February 27, The original term of her membership was for months with an option to renew for consecutive years at a guaranteed rateThe [redacted] took renewals, the last being in August of The Bothell DirectBuy location closed on September 26, DirectBuy, Inctook immediate steps to provide all members of this location with the ability to continue receiving all of their DirectBuy membership benefits, including access to our exclusive Home Shopping programHome Shopping allows members to make purchases from DirectBuy vendors offering over million items, with complete access to catalog and pricing information, from the comfort of their own homeOur associates are able to order samples of flooring, carpet, window treatments, and fabric directly from the manufacturer and have them sent directly to the [redacted] 's home at no cost to the [redacted] Home Shopping associates are available by phone, fax, and email days a week, 9:00am till 9:00pm M-F, 9:00am till 5:00pm Saturday and SundayWe have also retained a local consolidator, STI/A-Distribution, located at South 190th Street, Kent Washington for receiving orders that are not able to ship directly to the members' home via UPSSTI/A-Distribution receives orders, inspects contents, and contacts members directly to make delivery arrangementsIn addition, DirectBuy, Inchas contracted with local interior and cabinet designers who are available to work with our members on custom designs in their own homes Our recently re-launched members-only e-commerce website - my.directbuy.com - is also available to the [redacted] from the comfort of her own homeWith better search capabilities, faster load times, improved images and item descriptions, and a more-appealing overall design, the new my.directbuy.com is bigger and better than ever and offers over 130,items available to order onlineThis information was made available to DirectBuy of Seattle members via email and on their DirectBuy members' website immediately after the club closed Although our records do not reflect receiving a renewal payment from this [redacted] since August 2014, in an effort to bring this matter to resolution we are willing to provide the [redacted] with a refund of the last renewal payment received, or provide her with one free one year renewal and reactivate her DirectBuy membership till January 2017, after which she would be required to pay the agreed upon annual renewal feePlease let us know which of these options are selected OFFER: Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/02/07) */ The offer made by Direct Buy is not acceptable The closure of the Direct Buy Showrooms in Seattle (both of them) completely eliminates the terms of use for the membership I purchasedWhen I purchased my membership, the sales person (and location owner) both stated that the Direct Buy website was woefully inadequate, displaying only a small fraction of the products available shopping in the showroomIn my years of having a Direct Buy membership, this has been my experienceWithout access to the catalogs and samples in the showroom, the membership is worthless to meOne of the hard sells of the membership was that many people purchase the membership with the intent to make purchases when a new home is built in the futureYour compromise of using your design consultant is totally inadequate and does not allow access to the products that were the strong-arm selling point of buying a membershipI have not used the membership in the past year, not because I have not purchased some big ticket items, but because each time I checked on an item, it was either not available through Direct Buy or I could purchase the item at a lower price once your shipping and handling fee was tacked on Reimbursement of my $renewal fee for this year is absolutely inadequateThere is no way that I have received my moneys worth for a $5,membership and Direct Buy is no longer maintaining the service that I purchasedIn lieu of this, I am asking for a full refund of my membershipThe only thing your organization offers is service and without a local showroom, you have basically defaulted on your end of our agreement Their position that the $5,is for a year membership is ridiculousIt is an entrance fee for being a [redacted] and you get three years of no additional fees up front, then $a year after thisLike a timeshare where you spend $12,000, then do not pay maintenance fees for the first months, but pay maintenance fees for each year thereafter I have in no way received my money worth on this membership and without a local showroom, I do not have the access to products which was the whole basis of their sell to membersI deserve a refund of my membership fee ads Direct Buy has defaulted on the service level they said they would provide at the time I purchased my membership Please advise next steps as I will take them to court if this is not resolvedThere should be a class action suite against them in Washington as I am certain there are many other members who are not satisfied with their offer of "online" service with a design consultant on the side Finally, I paid my dues in full, which they accepted and send them evidence of this direct payment in my Jan19, e-mail to Maureen in the home officeI am attaching a copy of the evidence I sent to them I would appreciate your quick response as I need to move this process along if they are unwilling to provide the refund [redacted] A [redacted] XXX-XXX-XXXX Final Consumer Response / [redacted] (4200, 12, 2016/02/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The offer made by Direct Buy is not acceptable The closure of the Direct Buy Showrooms in Seattle (both of them) completely eliminates the terms of use for the membership I purchasedWhen I purchased my membership, the sales person (and location owner) both stated that the Direct Buy website was woefully inadequate, displaying only a small fraction of the products available shopping in the showroomIn my years of having a Direct Buy membership, this has been my experienceWithout access to the catalogs and samples in the showroom, the membership is worthless to meOne of the hard sells of the membership was that many people purchase the membership with the intent to make purchases when a new home is built in the futureYour compromise of using your design consultant is totally inadequate and does not allow access to the products that were the strong-arm selling point of buying a membershipI have not used the membership in the past year, not because I have not purchased some big ticket items, but because each time I checked on an item, it was either not available through Direct Buy or I could purchase the item at a lower price once your shipping and handling fee was tacked on Reimbursement of my $renewal fee for this year is absolutely inadequateThere is no way that I have received my moneys worth for a $5,membership and Direct Buy is no longer maintaining the service that I purchasedIn lieu of this, I am asking for a full refund of my membershipThe only thing your organization offers is service and without a local showroom, you have basically defaulted on your end of our agreement Their position that the $5,is for a year membership is ridiculousIt is an entrance fee for being a [redacted] and you get three years of no additional fees up front, then $a year after thisLike a timeshare where you spend $12,000, then do not pay maintenance fees for the first months, but pay maintenance fees for each year thereafterIt is like a timeshare saying you bought into a great resort, but we've closed that down and we can offer you a room at Motel as long as you pay us $a yearCrazy! I have in no way received my money worth on this membership and without a local showroom, I do not have the access to products which was the whole basis of their sell to membersI deserve a refund of my membership fee ads Direct Buy has defaulted on the service level they said they would provide at the time I purchased my membership Please advise next steps as I will take them to court if this is not resolvedThere should be a class action suite against them in Washington as I am certain there are many other members who are not satisfied with their offer of "online" service with a design consultant on the side Finally, I paid my dues in full, which they accepted and send them evidence of this direct payment in my Jan19, e-mail to Maureen in the home officeI am attaching a copy of the evidence I sent to them I would appreciate your quick response as I need to move this process along if they are unwilling to provide the refund [redacted] A [redacted] XXX-XXX-XXXX Final Business Response / [redacted] (4000, 14, 2016/02/17) */ Contact Name and Title: M [redacted] DirectBuy responded to this duplicate rebuttal from the [redacted] on February OFFER:
Initial Business Response / [redacted] (1000, 5, 2015/09/08) */ Contact Name and Title: Kip [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @rhfsrevices.com We have reviewed the Mr& Mrs***'s account and are willing to cancel their membership and provide the member with a pro-rated refund in the amount of $2,700.00, which represents approximately 2/of the membership feeDirectBuy, Incis providing their exclusive Home Shopping Program to all DirectBuy of New Orleans membersBecause the member continues to have access to the savings benefits of their membership through this program we do not feel a full refund is warrantedIf the member signed a Retail Installment Contract with a third party finance company that agreement remains in effect and member is responsible for any amount still duePlease have the member contact me directly in order to complete the cancellation and pro-rated refund process Kip [redacted] XXX-XXX-XXXX [redacted] @rhfservices.com OFFER:
Initial Business Response / [redacted] (1000, 5, 2016/03/04) */ Contact Name and Title: M [redacted] Contact Phone: XXX-XXX-XXXX Copies of the signed Membership Agreement (Agreement) and Retail Installment Contract (RIC), both signed by the member, are being mailed out to him (address provide on the complaint form)The member has not provided DirectBuy, Incwith court documentation stating his name should be removed from the membership; however removal of his name from the membership does not relieve him from the financial obligation he incurred when entering into the RICIf the court order states that the member's spouse is solely responsible for the financial obligation we will contact the finance company and advise them of thisAs the primary signature on both the Agreement and RIC, the member's former spouse may also contact DirectBuy, Inc, and the finance company directly, and provide the required court documentation to have the member's name removed from the account and the associated financial obligation OFFER: Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I maintain that I did not open or sign on an account with my ex-wifeThis was done without my knowledge as I did not know about it until I saw it on my credit reportI will send them the divorce papers Final Consumer Response / [redacted] (3000, 13, 2016/03/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I would like to review the documents that Direct Buy says it has sent to me that show proof that I signed for this accountI continue to maintain that I did not sign anything and that if my name is on this it was done without my permissionAgain, I had no knowledge of this account until I saw it listed on my credit report and have never received any correspondence from either Direct Buy nor a collection company acting in their nameIs there an address where my attorney can send copies of the divorce decree? Final Business Response / [redacted] (4000, 16, 2016/03/08) */ Contact Name and Title: M [redacted] Copies of the signed Membership Agreement and Retail Installment Contract have been emailed to the member (email consumer provided on the Revdex.com complaint form), as well as to the Dispute Resolution Services of the Revdex.com for their review OFFER:
Initial Business Response / [redacted] (1000, 5, 2016/06/07) */ The original term of this membership was months, after which she had the option to renew annually for consecutive yearsThe member took renewals; her membership then expired on January 3, The member contacted our office on June 2, requesting to re-activate her membershipShe was offered a [redacted] discount on a one year renewal fee, as well as waiving the previous year renewal feesAlthough her local club has closed, DirectBuy, Incis servicing members of DirectBuy of Metro Washington NW through our corporate Concierge ServiceOur associates are able to provide her with all the benefits and savings that she enjoyed at her club in the privacy of her own homeDirectBuy memberships are not conditioned on useWe encourage our members to use their memberships and enjoy the associated savings, however her choice to not make any purchases does not warrant refunding the membership fee, which was paid to the former franchise ownerWe are still willing to honor the above-mentioned offer made to the member; waive the past renewal fees and offer a [redacted] discount for a one year renewalPlease have the member contact our Member Care Department if she would like to take advantage of this offer Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/06/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello Sir, Greetings of the day! The explanation which Direct Buy provided is not completely trueWe did visit several times to their Perry Park store located in GaithersburgI felt that after I became a Direct Buy [redacted] and paid their fees, they were more interested paying attention towards the new invited visitors who had come to take a tour and we (I and my husband) were completely neglected in the shopExcept one time, most of the time they did not have what we wanted in the storeThe contractors we selected were not available, and the items which we chose could not arrive according to our desired scheduleWhen we wanted to consult a specialist for our window treatment, we waited for two hours and then we found out that he couldn't come for some reasonsEven in 2012, when membership was revived, I did not get the Washer/Dryer which and a wedding gift which I wanted to purchase In brief, after becoming a [redacted] , we felt that we were trappedWe did not get a desired service form the employees of the Gaithersburg branch office in MarylandI can show you the record that our house was damaged severely with the heavy rain in and my basement was flooded with feet of water We completely renovated the entire basement installing all walls, doors, electric panel and new appliances:(HVAC, Water heater, Air conditioner, and a new roof)I feel that all [redacted] membership was completely wastedNow, after these many years, when I want to buy some building material (to build a new wooden deck (they don't carry any deck material for wooden deck)However, they do have porcelain tiles which I would like to use, but they want me to pay the renewal feesThey have not even provided the basic service of informing us that they are completely moving out and closing all the stores from MARYLANDThere is absolutely no information from themI will be glad if they could justify at least [redacted] worth of their services in past yearsUnfortunately due to my deteriorating health condition, I was unable to take earlier actionNow, I am willing to present all documents of my health conditions and yearly medical treatment, but they ended up with just [redacted] discountLast week I requested a Direct Buy employee to take my health situation into her kind consideration and allow me to buy those tiles for 1000sqare feet backyard patio (which could have been my first big purchase from them, (in past years) but she did not want to change a bit and show any empathy or a basic human value towards a sick human beingI am a scientist and work in the fields of clinical research for AIDSI am a cancer survivor and routinely going through the prevention treatmentIf money is their only interest and there is no human value attached to it, then I am not interested in having any connection with themThey could have checked the records of my membership, and shown some basic consideration into my first time big purchase from their wholesale providersI am sorry but their rudeness was very hurtful and that has forced me to file a complaint against them Thanks, [redacted] Final Consumer Response / [redacted] (4200, 11, 2016/06/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, No, now it is of no use in accepting this proposalIf they would have offered this option when I wanted to buy the tiles and wooden deck material for my backyard patio, I might have accepted itTen days ago I already purchased patio tiles from the local tile store for my square feet backyard patio area and 800sqfeet of wooden deck materialThey have removed all local stores and centers from Maryland areaMy current health condition doesn't make me comfortable sitting in the car more than minutesSo for me to drive to near by state to their store is almost not practicalI will appreciate if they return my membership money of $ [redacted] which I really use for my outstanding medical expensesThey must have earned lots of interest on my $ [redacted] during past ten yearsI will truly appreciate if I could get my membership money back and officially discontinue my membership with "Direct Buy Thank you for your kind considerationI will appreciate your quick responseVthak Final Business Response / [redacted] (4000, 13, 2016/06/21) */ We stand by our previous resolution offer
Initial Business Response / [redacted] (1000, 5, 2015/11/18) */ Contact Name and Title: Janet [redacted] - Legal Contact Phone: XXXXXXXXXX Contact Email: [redacted] @directbuy.com Thank you for bringing this complaint to our attentionWe have been in contact with the member and will be providing his requested pro-rated refund OFFER: Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) It's better than nothing