Initial Business Response / [redacted] (1000, 5, 2015/08/06) */ Contact Name and Title: Maureen/ [redacted] 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 Consumer Rebuttal / [redacted] (3000, 8, 2015/08/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) We believe as a Corporate Entity, Direct Buy, Incand it affiliated companies are responsible for the actions of its franchiseesWe did not contract for an online shopping serviceAs the franchisor, we believe it is your responsibility to refund us the amount (3506.55) we paid, for a service that was not to our satisfactionThe savings were not equal to or adequate when compared to retail, especially when shipping was added to item at checkoutWe believe this to be a reasonable request since on several occasions we attempted to utilize the SAVINGS through Direct Buy yet to no avail and no lack of effort on our partIn order to display good corporate governance, it is in Direct Buys' best interests, as well as ours to refund the fees and seek reimbursement from the franchise owners
Initial Business Response / [redacted] (1000, 13, 2015/08/14) */ Contact Name and Title: Nicole S [redacted] Relation Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @directbuy.com Thank you for making DirectBuy, Incaware of this matterWe will be contacting the consumer in effort to reach an amicable resolution OFFER: Initial Consumer Rebuttal / [redacted] (3000, 15, 2015/08/18) */ Please see attached copy of emailsI am not in agreement that I am not due the money we have paid to Direct Buy and/or their agentsI feel that the $should be refunded as we were the victims of a fraudulent representationWhy are they considering keeping this money a fair settlement? Final Business Response / [redacted] (4000, 17, 2015/08/25) */ DirectBuy, Incwas not the recipient of the funds the member is referring toThe former franchisee was the recipient of the down payment and the finance company received the member's installment paymentWe will contact Beta Finance Company, Incand request they refund the installment payment back to the credit card the member placed the payment onWe recommend the member contact the former owners of DirectBuy of Columbia, BA, LLC, [redacted] and [redacted] directly for further discussion of the down payment made by the member DirectBuy, Inchas taken immediate steps to provide all members of the Columbia location with all the shopping benefits of their DirectBuy membership, including our exclusive Home Shopping Program and DirectBuy's new, improved website, my.directtbuy.comWe would like the opportunity to provide this member with all the savings benefits available to them with their DirectBuy membership, however we will honor our offer to cancel the membership as described above if that will bring a resolution to this matter
Initial Business Response / [redacted] (1000, 5, 2015/08/11) */ Contact Name and Title: Maureen/Member 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 Consumer Rebuttal / [redacted] (3000, 7, 2015/08/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) According to the company's response on August 11, 2015, they stated that they were to contact us to reach an amicable resolution, which is greatHowever, they did not specify how they were to contact us, which now as of August 17, 2015, six days later, we have not heard from them Final Business Response / [redacted] (4000, 13, 2015/08/26) */ Contact Name and Title: Maureen/Member Relations Resolved OFFER: This complaint has been resolved to member's satisfaction Final Consumer Response / [redacted] (3000, 16, 2015/09/09) */ Hi, my name is [redacted] and I spoke to Maureen in member's relations at DirectBuy the week of Aug 27, I was inform that several forms were to be sent to me by e-mail that myself and husband to signThese forms were to remove the negative collection acctand to cancel the remainder balance owe on the accountWe signed the required documents and faxed them back to Maureen's attention Since, I checked my credit accounts, which the Equifax report, removed the Beta Finance account, however on my Transunion report the Beta Finance remainBut it does report that a hard credit inquire from Beta Finance was removed on 8/27/This is nice, however I would prefer them remove it from all my reports as promisedPlease report this information removal of collection/chargeoff to all three bureau Thank you
Initial Business Response / [redacted] (1000, 5, 2017/03/15) */ Thank you for bringing this complaint to our attentionWe understand the members' disappointment regarding her membershipOn November 21, the member purchased a DirectBuy Signature membership that is only cancellable and refundable within days of signing upThe member reached out to us on 3/8/2017, at that time we communicated that while she was outside of her cancellation period, we would cancel her membership, but would not be able to offer a refund However, in the interest of good consumer relations, we will make a one-time exception to cancel and refund the membershipWe will reach out to the member to explain the cancellation and refund process Initial Consumer Rebuttal / [redacted] (2000, 7, 2017/03/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2017/05/11) */ Thank you for bringing this complaint to our attentionWe make every effort to resolve every complaint with a satisfactory outcome for our membersAlthough the travel voucher the member referenced expired a year ago, we were able to provide the member with a new voucher to be redeemed within a years' timeThis has been explained to himUnfortunately, the member did not purchase travel benefits as he had originally understood but one of our agents has been able to clear that up with him as wellWe value all of our members and I am happy to report that he accepted the new travel certificate as a satisfactory resolution Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/05/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have received a an email from Direct Buy that they are sending me a new travel certificate good for on year If I receive it the second issue will be resolved Still they don't mention anything about the first issueThey said that my membership is good for travel club and direct buy club, and I have signed statement of understanding with meBut I called for travel club they denied and said I have to upgrade my membership to platinum to get all the benefits I am uploading the supporting Documents Regards [redacted] Final Consumer Response / [redacted] (4200, 19, 2017/06/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have a complaint, because Direct Buy sent me a cruise certificate that is only only good for four days with two peopleMy Original certificate was for a seven day cruise I tried to book a cruise for days with the certificate but still the full of price of the cruise was not covered just the base price and I have to pay extra Secondly, my travel club membership ( which I mentioned in my first complaint) was refused by Direct Buy, and they were saying my membership does not include travel benefits Now Directbuy says that it was a mistake from their end my membership includes the travel club they created a duplicate membership ( technical error on their end ) and they have activated my membership with full benefitsI didn't receive full benefits for years and was cheated out of the benefits I paid forPlease find a solution to my issue Thank you, [redacted] Final Business Response / [redacted] (4000, 21, 2017/06/23) */ We offered a travel savings credit as a resolution to this complaintIn no way did that imply that there was a technical error and that a duplicate membership was created nor admission that Mr [redacted] now has a travel membershipI am unclear as to who advised Mr [redacted] regarding this claim because our records do not indicate such conversationWe have made every effort to come to a reasonable resolution with Mr [redacted] As previously indicated, Mr [redacted] did not purchase a travel membershipIf he is able to provide proof of payment for a travel membership or make the decision to upgrade to travel, we can make the appropriate change in our systemThe travel savings credit offer was the original offer given to Mr [redacted] when he first contacted our office regarding his disappointment, in which he declinedWe have since then issued a new certificate to replace his expired certificate and are still willing to issue the [redacted] travel savings credit although he did not purchase travel benefitsWe believe this is a more than reasonable offer and we will not be able to offer any additional compensationThank you for your time and consideration
Initial Business Response / [redacted] (1000, 6, 2016/09/27) */ Thank you for bringing this complaint to our attentionDirectBuy, Incintends to provide the member with a full refund [redacted] of his EMCO order (P.O#XXXX-XXXXXX) [redacted] Director of Franchise Relations and Support, has spoken with the member numerous times; our office has also provided him with the required Release and Assignment of Claims (Release) to signThis Release is standard practice when the corporate office refunds monies we did not receiveThe Release provides our office the means to attempt recovery of the funds from the former franchisee, who was the recipient of the member's payment The Release language is specific, and limited, to this purchase order onlyAll of the terms under the member's original Membership Agreement remain in effectAs soon as the member returns the signed Release to our office we will issue the above-mentioned refund directly to himIf the [redacted] has any additional questions please ask him to contact [redacted] directly at XXX-XXX-XXXX, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/09/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have provided payment in full for the above said purchase orderI am simply asking to have the money forwarded to EMCO so that I may pick up the products identified in the purchase order, or alternatively, have the money refunded to me in fullIn essence I am being coerced into signing a legal document I am not comfortable signingIf I do not sign this document, Direct Buy Incis refusing to provide me with a refundI do not believe I should have to sign such a document simply to have them return money I provided to them six months agoWhy would there be a need to have me sign a document that states: "The member acknowledges that the member may hereafter discover facts different from or in addition to those which the member knows, believes or suspects to be true with respect to the disputeNevertheless, it is the intention of the member to fully, finally and forever settle and release all of the claims released in the agreementThe member assumes the risk of the possible discovery of such additional or different facts and agrees that the release given herein shall be and remain effective in all respects as to the released matters regardless of the discovery of such additional or different facts"..if in fact they were being honest and had nothing to hideTranslated into plain English, they are requesting that I sign a document that states I am fine with them withholding crucial information from me and I am waiving my rights to take action if, at a later date, I find out they have committed an illegal or fraudulent actWhy should I have to sign such a document simply to get the products I already paid for in full months ago? Final Business Response / [redacted] (4000, 15, 2016/10/14) */ DirectBuy has made arrangements with the vendor to generate a new order and pay them directlyThe purpose for taking this action is to alleviate the need for the member to sign a release for the refundAs soon as our office receives confirmation that the new purchase order has processed and the items are available for pick up the member will be notified
Initial Business Response / [redacted] (1000, 5, 2016/11/04) */ We apologize for the inconveniences the member has experienced with this orderAlthough the vendor was instructed to ship the replacement directly to the member's home, it was sent to the warehouseWe have reordered the product, to be shipped directly to the member, and are also providing the member with a full refund on the item Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/11/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I think we should be getting [redacted] discount from the total orderThey messed up twiceWe have been waiting for about six monthWe cant use the table and chairs without the table baseFurniture was suppose to be used during the summerNow its getting cold and the furniture will not be used until next summer Final Business Response / [redacted] (4000, 9, 2016/11/14) */ The member has received [redacted] in compensation on this order (a full refund for the table base, a [redacted] refund on the chair frames, and a free one year membership renewal); no additional compensation will be provided Final Consumer Response / [redacted] (2000, 11, 2016/11/21) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 8, 2016/12/19) */ The items the member received are exactly what was represented in the manufacturer's catalog she selected them from (photos of from the catalog and items received have been provided to the Revdex.com)This vendor does not accept courtesy returns, nor was there any damage or defects on the items delivered to the memberDirectBuy's merchandise manager has agreed to provide the member with a refund and salvage the merchandise only because DirectBuy, Incis accruing storage fees from the time the member refused the order Initial Consumer Rebuttal / [redacted] (2000, 10, 2016/12/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) We accept the agreement from Direct Buy for a prompt and complete refund of all our money [redacted] as this is what we paid for the furniture We appreciate Direct Buy's cooperation as there was no verbal or written documentation regarding a refund policyThe furniture was NOT as represented in the catalogWe would appreciate information as soon as possible regarding when and how we will receive our refund ( a credit to my debit card that purchased the furniture or a check)We regret the inconvenience to Direct Buy but we also have been greatly inconvenienced sleeping on a mattress on the floor since October
Initial Business Response / [redacted] (1000, 5, 2015/06/09) */ Contact Name and Title: Andrew N [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @lrdb.us I spoke with our member on Monday, June 1st after a message was sent to our corporate officeHe had not contacted the Little Rock club directlyThe member has been with DirectBuy since September 12, I explained our new process with the Home Shopping Team and the extra hours of support he would recieveI also explained that all of our local vendors would be accomodating our members and allowing them the same discounts as usualI offered him a $credit towards his next purchase to help get him used to the Home Shopping Team and see how easy it would beHe accepted the $credit and said he would use it the next time he tried to use the club OFFER: Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was contacted, explained to of how easy it was going to beVoices my concerns repeatedly about how I've tried to compare direct buy to some items we bought and we were able to find at a lower price on all of themWas told I should have filled out another form to get a price matchWas told that there was no way out of the contractAfter mins I finally just asked if I could just be let out of the remainder of my contract and was told noSo we hung upAbout mins later I received a call from another part of direct buy and was told they were going to credit some account of mine for tinted and make me a happy memberI told them the only way I would be happy was to be let out of this buying scamWas told there was nothing they could do Final Business Response / [redacted] (4000, 11, 2015/06/26) */ We are attempting to contact the member in an effort to reach an amicable resolution and left a message at his home on 6/24/requesting a call backTo date there has been no responsePlease request the member contact me directly so we can bring this matter to resolution Maureen T [redacted]
Initial Business Response / [redacted] (1000, 8, 2016/02/19) */ Contact Name and Title: M [redacted] Contact Phone: XXXXXXXXXX Contact Email: [redacted] @directbuy.com DirectBuy, Inc.'s cabinet designer has made two attempts to speak with the member to resolve this complaintA message was left on the member's home number on February 9th requesting a call back; a follemail was sent February 17th to the email address we have on file under her membershipTo date the member has not responded OFFER:
Initial Business Response / [redacted] (1000, 5, 2016/04/04) */ We worked with consumer and reached a mutually acceptable resolution Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/04/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) We are pleased that Direct Buy took our complaint seriously and agreed to refund our initial investment We are satisfied with this remedy
Initial Business Response / [redacted] (1000, 5, 2017/08/08) */ Thank you for bringing this complaint to our attentionWe 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 Broward CountyThe decision to close this location was made by the franchisee, Broward County, who were the recipients of the members' membership fee DirectBuy, Inctook immediate steps to provide all members of the Broward County location with the ability to continue receiving all their DirectBuy membership benefits, including access to our exclusive Concierge programConcierge allows members to make purchases from DirectBuy vendors and receive catalog and pricing information from the comfort of their own homeWe even have Interior Designers and Cabinet Designers that can travel to this member's home to assist him The member contacted DirectBuy in September of with his concerns about the club closureAt that time DirectBuy refunded him his renewal payment and provided him with two years of courtesy renewalsThis member's membership fees were paid directly to Broward County, therefore we do not feel that a refund from our office is appropriateAlso, the member has access to a minute Free In-Home Design Consultation, as there are designers available in his area currently.In addition to the renewals previously given, we would also like to offer the member a [redacted] merchandise credit to use with our Concierge services Initial Consumer Rebuttal / [redacted] (2000, 7, 2017/08/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) What choice do I have? My girlfriend is convinced that we will make our money back in savings on tile and cabinetryI'm not, but she's in charge of our renovation projectThank you, Revdex.com, for what you do for is like me
Initial Business Response / [redacted] (1000, 5, 2016/01/08) */ Contact Name and Title: Janet [redacted] - Legal Contact Phone: XXXXXXXXXX Contact Email: [redacted] @directbuy.com Thank you for bringing this complaint to our attention. Upon notice of the member's dissatisfaction with their purchase, the... merchandise service representative immediately contacted the vendor to initiate the return process. Merchandise returns are subject to the vendor's approval, which was the case in this matter. The vendor not only extended a courtesy return to the member, they also did not pass on their typical restocking fee charge. However, the original or return shipping fees would not be refunded by the vendor. Member was notified of vendor's conditions and proceeded with the return. DirectBuy, Inc. split the cost of the return shipping fees with the member and refunded the order in question with the exception of the original shipping fee; member is in receipt of this refund. DirectBuy, Inc.'s top priority is member satisfaction. So upon further review and as a onetime exception, we are agreeable to refund to the member, at our expense, the original shipping fees. OFFER: Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I had to contact the DirectBuy service rep. Two days in a row Dec.3 & 4th AND CALL them to get a response. ____________________________ Final Business Response / [redacted] (4000, 10, 2016/01/13) */ Contact Name and Title: Janet [redacted] - Legal Original shipping fees to be refunded to the member. OFFER: Final Consumer Response / [redacted] (4200, 12, 2016/01/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) How does this improve DirectBuy's sales, return processing or marketing service? I want this complaint and information on file so others will know the truth of their service, and treatment of their members on record
Initial Business Response / [redacted] (1000, 5, 2015/07/02) */ Contact Name and Title: [redacted] J/Member Relations Contact Phone: XXX-XXX-XXXX Contact Email: [email protected] 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, 7, 2015/07/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the response from the businessI feel the company did the right thing Thanks Revdex.com for everything
Initial Business Response / [redacted] (1000, 10, 2016/03/07) */ Contact Name and Title: M [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @directbuy.com DirectBuy Incconducts proactive retail price comparison studies to ensure that our members experience maximum savingsIf a member should ever find a lower price from a legitimate, local retailer on an identical item that is currently available from a DirectBuy supplier, even if it's an "advertised special," we will beat it by at least 10% (terms and conditions apply)We have no record of this member ever requesting a price comparison on any item he was interested in purchasingSince November of DirectBuy, inchas been providing members of DirectBuy of Hampton Roads with all their member benefitsThe only communication our office received from this member was months after purchasing his DirectBuy membership requesting to cancel, citing financial hardship; this request came well past the 3-day rescission periodWhile we are not unsympathetic to the member's difficulties, the majority of the membership fees were received by Double Dash, Inc., the club's former ownerDirectBuy, Inc, is willing to provide the member with the portion of the membership fees our office receivedIf the member is willing to accept this offer please have him contact me directlyAcceptance our offer in no way precludes the member from continuing to seek reimbursement directly from Double Dash, Incof any and all fees he believes are owed to him by Double Dash, Inc OFFER: Initial Consumer Rebuttal / [redacted] (3000, 12, 2016/03/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would be more please to know the exact amount of the refund that they offered, once we get that information then we will close the caseThanks Final Business Response / [redacted] (4000, 14, 2016/03/09) */ I have left messages on both numbers the member listed on his complaint requesting he contact me directly for further discussion Final Consumer Response / [redacted] (2000, 16, 2016/03/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I got a voicemail from MrsMSanders (XXX)XXX-XXXX on 3/9/16, I called back twice today 3/10/16, left messages, would like to proceed with the business offer, please send the offered refund to my wife Mercedes [redacted] at the address on our record or fileWill try to call Mrs Sanders tomorrow againt
Initial Business Response / [redacted] (1000, 5, 2017/08/18) */ Thank you for bringing this complaint to our attentionWe 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 Minneapolis-StPaulThe decision to close this location was made by the franchisee, who were the recipients of the members' membership fee DirectBuy, Inctook immediate steps to provide all members of the Minneapolis-StPaul location with the ability to continue receiving all their DirectBuy membership benefits, including access to a cabinet designer that can travel to the member's home to assist with cabinet designs This member recently contacted DirectBuy to confirm that their membership could lapse and then be picked up again at a later dateOur agent assured member that they would not have to pay the initial fee again, just a monthly membership fee paymentIn the interest of positive consumer relations we would like to offer the consumer a courtesy monthly renewal on their membership whenever they are ready to use it again Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/08/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) We appreciate the effort to correct the problemThe issue we still have is that we were lied to in order to get us to sign upHad we been told that we would not have access to the showroom when our membership was "on-hold" we would never have signed up to begin withI did ask the representative we spoke with if we would still have access to the online catalog since our location had closed and she informed us that we would not have access to anything We have not purchased anything in our entire year of membership (as we said we wouldn't) and I am sceptical of the purchasing process now knowing that we had been lied to about the sign up and membership policies Bottom line, if the sales rep had been truthful and not used scare tactics, we would never have signed up and therefore we would like a full refund of the money we gave DirectBuy under pretenses Final Business Response / [redacted] (4000, 9, 2017/08/22) */ As we have communicated previously we do understand the member's disappointment regarding the closing of his local showroom, however the member through Concierge Shopping, still has access to many of the same benefits typically offered at the local club - from the comfort and convenience of his homeIt's the best of both worlds: one-on-one service and ordering expertise, as well as access to products from hundreds of your favorite brand names Our knowledgeable Concierge Shopping staff can assist with product selections, acquiring fabric and finish samples, and telephone ordering - as well as help to resolve service or order challengesYou may pay for your purchases placed via telephone by MasterCard, VISA, or Discover through our secured payment link hours a day The Concierge Shopping Team is available Monday thru Friday from 7:00am to 9:00pm Central Standard Time and on Saturday & Sundays from 9:00am to 5:00pm Central Standard TimeWe're here to help when you need us, whether by email, phone, or fax While we can't offer any refund options at this time, due to the membership only being refundable within the first days of the membership,in the interest of positive consumer relations we would like to offer the consumer (3) courtesy monthly renewals on their membership whenever they are ready to use it again and a [redacted] merchandise credit to use on their first order placed through Concierge Shopping
Initial Business Response /* (1000, 5, 2016/12/02) */
Thank you for bringing this to our attentionMost DirectBuy locations were independently owned and operated franchises, as was the case with DirectBuy of MinneapolisThe decision to close this location was made by the franchisee, DDF, Inc.,
which was owned by *** and *** *** who were the recipients of the initial membership feeDue to the mentioned DirectBuy location being closed as of May 1, 2014, the corporate office is unable to confirm what may have been verbally agreed upon, nor are we able to provide a refundAs a resolution, and because DirectBuy, Incdoes strongly value the membership and relationship with the consumer, we would like to extend one free renewalIn the complaint the consumer mentioned pricing issues; DirectBuy, Incconducts proactive retail price comparison studies to ensure that our members experience maximum savingsIf a member should ever find a lower price from a legitimate, local retailer on an identical item that is currently available from a DirectBuy supplier, even if it's an "advertised special," we will beat it by at least 10% (terms and conditions apply)I am confident that the consumer will have a pleasant experience working with our Concierge Shopping departmentWe have specialized agents readily available who can help the consumer find the best price for the products they may be looking for
Initial Business Response /* (1000, 5, 2016/12/08) */
Thank you for bringing this complaint to our attention
On October 12, 2013, the consumer purchased a DirectBuy membership from an independently owned and operated franchise, DDF, Inc., dba DirectBuy of MinneapolisDirectBuy of Minneapolis
was owned by *** and *** *** who were the recipients of the consumer's membership fee; in the *** sold their franchise to new ownersThe subsequent owner closed October 29, The Savings Guarantee letter signed by the *** was an agreement between the Fossands and the consumer, it did not reflect a DirectBuy, Incpolicy or the terms of the consumer's Membership Agreement
We apologize for the consumer's experience in that the Fossands are not available to respond to the "Guarantee" agreement they gave to the consumerThe consumer has presented his estimate of money he didn't save in the three years of this membership to the subsequent owner and DirectBuy IncDirectBuy, Incdid not receive the consumer's membership fee, therefore a refund from this office is not warrantedHowever, we do value the consumer's membership and are reactivating the membership for one year, a value of *** at no cost to the consumerThe new expiration date for the membership will be 12/22/
If the consumer has any questions about the membership or requires assistance with an order, he can contact our Concierge Shopping ServiceConcierge associates will assist him with selecting items, provide pricing (and samples if required), and place the order for himConcierge Shopping is available by calling XXX-XXX-XXXX, or emailing ***@directbuy.com, M-F 9:am-9:pm CST and Saturday and Sunday 9:am - 5:pm CST
Initial Consumer Rebuttal /* (3000, 7, 2016/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The extended membership does not reflect the *** which we feel is the minimum due usThe new owners purchased the prior owners's clients and therefore their contractsWe would accept three years reactivation to cover the the dollar figure due usIf the new owners are only willing to offer year reactivated at *** we would expect the remaining balance of *** as a credit to our account, to be spent on future purchases during that year
Final Consumer Response /* (2000, 11, 2016/12/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We will try to recoup the *** over the next yearWe would appreciate somethng in writing from Direct Buy to reflect the renewed memebership through OCT
Final Business Response /* (4000, 9, 2016/12/12) */
The free renewal to the consumer was not meant to reflect the *** Its intention was to provide the consumer a renewal year at no cost to them and the opportunity to save *** more or less, depending on the amount of their purchasesAs stated in our prior response, the owner who made the agreement with the consumer is no longer in business
Initial Business Response /* (1000, 5, 2016/03/14) */
The member purchased a membership on June 20, from an independently owned and operated franchiseThe member made a down payment and financed the balance of his membership fee with a third party finance company not affiliated with
DirectBuy, IncWhile we are sympathetic to the member's recent financial difficulties, we do not have access to the accounts associated with the member's remaining financial obligationOur recommendation is for the member to contact the financing company named on his Retail Installment Contract to discuss his options
Initial Consumer Rebuttal /* (2000, 7, 2016/03/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
if there is nothing that can be done by the company then there is nothing that can be doneBut their franchisees are making a bad name for their company with their bully tactics and unclear practices
Initial Business Response / [redacted] (1000, 5, 2015/08/06) */ Contact Name and Title: Maureen/ [redacted] 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 Consumer Rebuttal / [redacted] (3000, 8, 2015/08/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) We believe as a Corporate Entity, Direct Buy, Incand it affiliated companies are responsible for the actions of its franchiseesWe did not contract for an online shopping serviceAs the franchisor, we believe it is your responsibility to refund us the amount (3506.55) we paid, for a service that was not to our satisfactionThe savings were not equal to or adequate when compared to retail, especially when shipping was added to item at checkoutWe believe this to be a reasonable request since on several occasions we attempted to utilize the SAVINGS through Direct Buy yet to no avail and no lack of effort on our partIn order to display good corporate governance, it is in Direct Buys' best interests, as well as ours to refund the fees and seek reimbursement from the franchise owners
Initial Business Response / [redacted] (1000, 13, 2015/08/14) */ Contact Name and Title: Nicole S [redacted] Relation Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @directbuy.com Thank you for making DirectBuy, Incaware of this matterWe will be contacting the consumer in effort to reach an amicable resolution OFFER: Initial Consumer Rebuttal / [redacted] (3000, 15, 2015/08/18) */ Please see attached copy of emailsI am not in agreement that I am not due the money we have paid to Direct Buy and/or their agentsI feel that the $should be refunded as we were the victims of a fraudulent representationWhy are they considering keeping this money a fair settlement? Final Business Response / [redacted] (4000, 17, 2015/08/25) */ DirectBuy, Incwas not the recipient of the funds the member is referring toThe former franchisee was the recipient of the down payment and the finance company received the member's installment paymentWe will contact Beta Finance Company, Incand request they refund the installment payment back to the credit card the member placed the payment onWe recommend the member contact the former owners of DirectBuy of Columbia, BA, LLC, [redacted] and [redacted] directly for further discussion of the down payment made by the member DirectBuy, Inchas taken immediate steps to provide all members of the Columbia location with all the shopping benefits of their DirectBuy membership, including our exclusive Home Shopping Program and DirectBuy's new, improved website, my.directtbuy.comWe would like the opportunity to provide this member with all the savings benefits available to them with their DirectBuy membership, however we will honor our offer to cancel the membership as described above if that will bring a resolution to this matter
Initial Business Response / [redacted] (1000, 5, 2015/08/11) */ Contact Name and Title: Maureen/Member 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 Consumer Rebuttal / [redacted] (3000, 7, 2015/08/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) According to the company's response on August 11, 2015, they stated that they were to contact us to reach an amicable resolution, which is greatHowever, they did not specify how they were to contact us, which now as of August 17, 2015, six days later, we have not heard from them Final Business Response / [redacted] (4000, 13, 2015/08/26) */ Contact Name and Title: Maureen/Member Relations Resolved OFFER: This complaint has been resolved to member's satisfaction Final Consumer Response / [redacted] (3000, 16, 2015/09/09) */ Hi, my name is [redacted] and I spoke to Maureen in member's relations at DirectBuy the week of Aug 27, I was inform that several forms were to be sent to me by e-mail that myself and husband to signThese forms were to remove the negative collection acctand to cancel the remainder balance owe on the accountWe signed the required documents and faxed them back to Maureen's attention Since, I checked my credit accounts, which the Equifax report, removed the Beta Finance account, however on my Transunion report the Beta Finance remainBut it does report that a hard credit inquire from Beta Finance was removed on 8/27/This is nice, however I would prefer them remove it from all my reports as promisedPlease report this information removal of collection/chargeoff to all three bureau Thank you
Initial Business Response / [redacted] (1000, 5, 2017/03/15) */ Thank you for bringing this complaint to our attentionWe understand the members' disappointment regarding her membershipOn November 21, the member purchased a DirectBuy Signature membership that is only cancellable and refundable within days of signing upThe member reached out to us on 3/8/2017, at that time we communicated that while she was outside of her cancellation period, we would cancel her membership, but would not be able to offer a refund However, in the interest of good consumer relations, we will make a one-time exception to cancel and refund the membershipWe will reach out to the member to explain the cancellation and refund process Initial Consumer Rebuttal / [redacted] (2000, 7, 2017/03/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2017/05/11) */ Thank you for bringing this complaint to our attentionWe make every effort to resolve every complaint with a satisfactory outcome for our membersAlthough the travel voucher the member referenced expired a year ago, we were able to provide the member with a new voucher to be redeemed within a years' timeThis has been explained to himUnfortunately, the member did not purchase travel benefits as he had originally understood but one of our agents has been able to clear that up with him as wellWe value all of our members and I am happy to report that he accepted the new travel certificate as a satisfactory resolution Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/05/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have received a an email from Direct Buy that they are sending me a new travel certificate good for on year If I receive it the second issue will be resolved Still they don't mention anything about the first issueThey said that my membership is good for travel club and direct buy club, and I have signed statement of understanding with meBut I called for travel club they denied and said I have to upgrade my membership to platinum to get all the benefits I am uploading the supporting Documents Regards [redacted] Final Consumer Response / [redacted] (4200, 19, 2017/06/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have a complaint, because Direct Buy sent me a cruise certificate that is only only good for four days with two peopleMy Original certificate was for a seven day cruise I tried to book a cruise for days with the certificate but still the full of price of the cruise was not covered just the base price and I have to pay extra Secondly, my travel club membership ( which I mentioned in my first complaint) was refused by Direct Buy, and they were saying my membership does not include travel benefits Now Directbuy says that it was a mistake from their end my membership includes the travel club they created a duplicate membership ( technical error on their end ) and they have activated my membership with full benefitsI didn't receive full benefits for years and was cheated out of the benefits I paid forPlease find a solution to my issue Thank you, [redacted] Final Business Response / [redacted] (4000, 21, 2017/06/23) */ We offered a travel savings credit as a resolution to this complaintIn no way did that imply that there was a technical error and that a duplicate membership was created nor admission that Mr [redacted] now has a travel membershipI am unclear as to who advised Mr [redacted] regarding this claim because our records do not indicate such conversationWe have made every effort to come to a reasonable resolution with Mr [redacted] As previously indicated, Mr [redacted] did not purchase a travel membershipIf he is able to provide proof of payment for a travel membership or make the decision to upgrade to travel, we can make the appropriate change in our systemThe travel savings credit offer was the original offer given to Mr [redacted] when he first contacted our office regarding his disappointment, in which he declinedWe have since then issued a new certificate to replace his expired certificate and are still willing to issue the [redacted] travel savings credit although he did not purchase travel benefitsWe believe this is a more than reasonable offer and we will not be able to offer any additional compensationThank you for your time and consideration
Initial Business Response / [redacted] (1000, 6, 2016/09/27) */ Thank you for bringing this complaint to our attentionDirectBuy, Incintends to provide the member with a full refund [redacted] of his EMCO order (P.O#XXXX-XXXXXX) [redacted] Director of Franchise Relations and Support, has spoken with the member numerous times; our office has also provided him with the required Release and Assignment of Claims (Release) to signThis Release is standard practice when the corporate office refunds monies we did not receiveThe Release provides our office the means to attempt recovery of the funds from the former franchisee, who was the recipient of the member's payment The Release language is specific, and limited, to this purchase order onlyAll of the terms under the member's original Membership Agreement remain in effectAs soon as the member returns the signed Release to our office we will issue the above-mentioned refund directly to himIf the [redacted] has any additional questions please ask him to contact [redacted] directly at XXX-XXX-XXXX, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/09/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have provided payment in full for the above said purchase orderI am simply asking to have the money forwarded to EMCO so that I may pick up the products identified in the purchase order, or alternatively, have the money refunded to me in fullIn essence I am being coerced into signing a legal document I am not comfortable signingIf I do not sign this document, Direct Buy Incis refusing to provide me with a refundI do not believe I should have to sign such a document simply to have them return money I provided to them six months agoWhy would there be a need to have me sign a document that states: "The member acknowledges that the member may hereafter discover facts different from or in addition to those which the member knows, believes or suspects to be true with respect to the disputeNevertheless, it is the intention of the member to fully, finally and forever settle and release all of the claims released in the agreementThe member assumes the risk of the possible discovery of such additional or different facts and agrees that the release given herein shall be and remain effective in all respects as to the released matters regardless of the discovery of such additional or different facts"..if in fact they were being honest and had nothing to hideTranslated into plain English, they are requesting that I sign a document that states I am fine with them withholding crucial information from me and I am waiving my rights to take action if, at a later date, I find out they have committed an illegal or fraudulent actWhy should I have to sign such a document simply to get the products I already paid for in full months ago? Final Business Response / [redacted] (4000, 15, 2016/10/14) */ DirectBuy has made arrangements with the vendor to generate a new order and pay them directlyThe purpose for taking this action is to alleviate the need for the member to sign a release for the refundAs soon as our office receives confirmation that the new purchase order has processed and the items are available for pick up the member will be notified
Initial Business Response / [redacted] (1000, 5, 2016/11/04) */ We apologize for the inconveniences the member has experienced with this orderAlthough the vendor was instructed to ship the replacement directly to the member's home, it was sent to the warehouseWe have reordered the product, to be shipped directly to the member, and are also providing the member with a full refund on the item Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/11/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I think we should be getting [redacted] discount from the total orderThey messed up twiceWe have been waiting for about six monthWe cant use the table and chairs without the table baseFurniture was suppose to be used during the summerNow its getting cold and the furniture will not be used until next summer Final Business Response / [redacted] (4000, 9, 2016/11/14) */ The member has received [redacted] in compensation on this order (a full refund for the table base, a [redacted] refund on the chair frames, and a free one year membership renewal); no additional compensation will be provided Final Consumer Response / [redacted] (2000, 11, 2016/11/21) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 8, 2016/12/19) */ The items the member received are exactly what was represented in the manufacturer's catalog she selected them from (photos of from the catalog and items received have been provided to the Revdex.com)This vendor does not accept courtesy returns, nor was there any damage or defects on the items delivered to the memberDirectBuy's merchandise manager has agreed to provide the member with a refund and salvage the merchandise only because DirectBuy, Incis accruing storage fees from the time the member refused the order Initial Consumer Rebuttal / [redacted] (2000, 10, 2016/12/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) We accept the agreement from Direct Buy for a prompt and complete refund of all our money [redacted] as this is what we paid for the furniture We appreciate Direct Buy's cooperation as there was no verbal or written documentation regarding a refund policyThe furniture was NOT as represented in the catalogWe would appreciate information as soon as possible regarding when and how we will receive our refund ( a credit to my debit card that purchased the furniture or a check)We regret the inconvenience to Direct Buy but we also have been greatly inconvenienced sleeping on a mattress on the floor since October
Initial Business Response / [redacted] (1000, 5, 2015/06/09) */ Contact Name and Title: Andrew N [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @lrdb.us I spoke with our member on Monday, June 1st after a message was sent to our corporate officeHe had not contacted the Little Rock club directlyThe member has been with DirectBuy since September 12, I explained our new process with the Home Shopping Team and the extra hours of support he would recieveI also explained that all of our local vendors would be accomodating our members and allowing them the same discounts as usualI offered him a $credit towards his next purchase to help get him used to the Home Shopping Team and see how easy it would beHe accepted the $credit and said he would use it the next time he tried to use the club OFFER: Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was contacted, explained to of how easy it was going to beVoices my concerns repeatedly about how I've tried to compare direct buy to some items we bought and we were able to find at a lower price on all of themWas told I should have filled out another form to get a price matchWas told that there was no way out of the contractAfter mins I finally just asked if I could just be let out of the remainder of my contract and was told noSo we hung upAbout mins later I received a call from another part of direct buy and was told they were going to credit some account of mine for tinted and make me a happy memberI told them the only way I would be happy was to be let out of this buying scamWas told there was nothing they could do Final Business Response / [redacted] (4000, 11, 2015/06/26) */ We are attempting to contact the member in an effort to reach an amicable resolution and left a message at his home on 6/24/requesting a call backTo date there has been no responsePlease request the member contact me directly so we can bring this matter to resolution Maureen T [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/12/29) */ This complaint was resolved to the mutual satisfaction of the consumer and business
Initial Business Response / [redacted] (1000, 8, 2016/02/19) */ Contact Name and Title: M [redacted] Contact Phone: XXXXXXXXXX Contact Email: [redacted] @directbuy.com DirectBuy, Inc.'s cabinet designer has made two attempts to speak with the member to resolve this complaintA message was left on the member's home number on February 9th requesting a call back; a follemail was sent February 17th to the email address we have on file under her membershipTo date the member has not responded OFFER:
Initial Business Response / [redacted] (1000, 5, 2016/04/04) */ We worked with consumer and reached a mutually acceptable resolution Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/04/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) We are pleased that Direct Buy took our complaint seriously and agreed to refund our initial investment We are satisfied with this remedy
Initial Business Response / [redacted] (1000, 5, 2017/08/08) */ Thank you for bringing this complaint to our attentionWe 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 Broward CountyThe decision to close this location was made by the franchisee, Broward County, who were the recipients of the members' membership fee DirectBuy, Inctook immediate steps to provide all members of the Broward County location with the ability to continue receiving all their DirectBuy membership benefits, including access to our exclusive Concierge programConcierge allows members to make purchases from DirectBuy vendors and receive catalog and pricing information from the comfort of their own homeWe even have Interior Designers and Cabinet Designers that can travel to this member's home to assist him The member contacted DirectBuy in September of with his concerns about the club closureAt that time DirectBuy refunded him his renewal payment and provided him with two years of courtesy renewalsThis member's membership fees were paid directly to Broward County, therefore we do not feel that a refund from our office is appropriateAlso, the member has access to a minute Free In-Home Design Consultation, as there are designers available in his area currently.In addition to the renewals previously given, we would also like to offer the member a [redacted] merchandise credit to use with our Concierge services Initial Consumer Rebuttal / [redacted] (2000, 7, 2017/08/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) What choice do I have? My girlfriend is convinced that we will make our money back in savings on tile and cabinetryI'm not, but she's in charge of our renovation projectThank you, Revdex.com, for what you do for i
s like me
Initial Business Response / [redacted] (1000, 5, 2016/01/08) */ Contact Name and Title: Janet [redacted] - Legal Contact Phone: XXXXXXXXXX Contact Email: [redacted] @directbuy.com Thank you for bringing this complaint to our attention. Upon notice of the member's dissatisfaction with their purchase, the... merchandise service representative immediately contacted the vendor to initiate the return process. Merchandise returns are subject to the vendor's approval, which was the case in this matter. The vendor not only extended a courtesy return to the member, they also did not pass on their typical restocking fee charge. However, the original or return shipping fees would not be refunded by the vendor. Member was notified of vendor's conditions and proceeded with the return. DirectBuy, Inc. split the cost of the return shipping fees with the member and refunded the order in question with the exception of the original shipping fee; member is in receipt of this refund. DirectBuy, Inc.'s top priority is member satisfaction. So upon further review and as a onetime exception, we are agreeable to refund to the member, at our expense, the original shipping fees. OFFER: Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I had to contact the DirectBuy service rep. Two days in a row Dec.3 & 4th AND CALL them to get a response. ____________________________ Final Business Response / [redacted] (4000, 10, 2016/01/13) */ Contact Name and Title: Janet [redacted] - Legal Original shipping fees to be refunded to the member. OFFER: Final Consumer Response / [redacted] (4200, 12, 2016/01/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) How does this improve DirectBuy's sales, return processing or marketing service? I want this complaint and information on file so others will know the truth of their service, and treatment of their members on record
Initial Business Response / [redacted] (1000, 5, 2015/07/02) */ Contact Name and Title: [redacted] J/Member Relations Contact Phone: XXX-XXX-XXXX Contact Email: [email protected] 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, 7, 2015/07/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the response from the businessI feel the company did the right thing Thanks Revdex.com for everything
Initial Business Response / [redacted] (1000, 10, 2016/03/07) */ Contact Name and Title: M [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @directbuy.com DirectBuy Incconducts proactive retail price comparison studies to ensure that our members experience maximum savingsIf a member should ever find a lower price from a legitimate, local retailer on an identical item that is currently available from a DirectBuy supplier, even if it's an "advertised special," we will beat it by at least 10% (terms and conditions apply)We have no record of this member ever requesting a price comparison on any item he was interested in purchasingSince November of DirectBuy, inchas been providing members of DirectBuy of Hampton Roads with all their member benefitsThe only communication our office received from this member was months after purchasing his DirectBuy membership requesting to cancel, citing financial hardship; this request came well past the 3-day rescission periodWhile we are not unsympathetic to the member's difficulties, the majority of the membership fees were received by Double Dash, Inc., the club's former ownerDirectBuy, Inc, is willing to provide the member with the portion of the membership fees our office receivedIf the member is willing to accept this offer please have him contact me directlyAcceptance our offer in no way precludes the member from continuing to seek reimbursement directly from Double Dash, Incof any and all fees he believes are owed to him by Double Dash, Inc OFFER: Initial Consumer Rebuttal / [redacted] (3000, 12, 2016/03/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would be more please to know the exact amount of the refund that they offered, once we get that information then we will close the caseThanks Final Business Response / [redacted] (4000, 14, 2016/03/09) */ I have left messages on both numbers the member listed on his complaint requesting he contact me directly for further discussion Final Consumer Response / [redacted] (2000, 16, 2016/03/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I got a voicemail from MrsMSanders (XXX)XXX-XXXX on 3/9/16, I called back twice today 3/10/16, left messages, would like to proceed with the business offer, please send the offered refund to my wife Mercedes [redacted] at the address on our record or fileWill try to call Mrs Sanders tomorrow againt
Initial Business Response / [redacted] (1000, 5, 2017/08/18) */ Thank you for bringing this complaint to our attentionWe 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 Minneapolis-StPaulThe decision to close this location was made by the franchisee, who were the recipients of the members' membership fee DirectBuy, Inctook immediate steps to provide all members of the Minneapolis-StPaul location with the ability to continue receiving all their DirectBuy membership benefits, including access to a cabinet designer that can travel to the member's home to assist with cabinet designs This member recently contacted DirectBuy to confirm that their membership could lapse and then be picked up again at a later dateOur agent assured member that they would not have to pay the initial fee again, just a monthly membership fee paymentIn the interest of positive consumer relations we would like to offer the consumer a courtesy monthly renewal on their membership whenever they are ready to use it again Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/08/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) We appreciate the effort to correct the problemThe issue we still have is that we were lied to in order to get us to sign upHad we been told that we would not have access to the showroom when our membership was "on-hold" we would never have signed up to begin withI did ask the representative we spoke with if we would still have access to the online catalog since our location had closed and she informed us that we would not have access to anything We have not purchased anything in our entire year of membership (as we said we wouldn't) and I am sceptical of the purchasing process now knowing that we had been lied to about the sign up and membership policies Bottom line, if the sales rep had been truthful and not used scare tactics, we would never have signed up and therefore we would like a full refund of the money we gave DirectBuy under pretenses Final Business Response / [redacted] (4000, 9, 2017/08/22) */ As we have communicated previously we do understand the member's disappointment regarding the closing of his local showroom, however the member through Concierge Shopping, still has access to many of the same benefits typically offered at the local club - from the comfort and convenience of his homeIt's the best of both worlds: one-on-one service and ordering expertise, as well as access to products from hundreds of your favorite brand names Our knowledgeable Concierge Shopping staff can assist with product selections, acquiring fabric and finish samples, and telephone ordering - as well as help to resolve service or order challengesYou may pay for your purchases placed via telephone by MasterCard, VISA, or Discover through our secured payment link hours a day The Concierge Shopping Team is available Monday thru Friday from 7:00am to 9:00pm Central Standard Time and on Saturday & Sundays from 9:00am to 5:00pm Central Standard TimeWe're here to help when you need us, whether by email, phone, or fax While we can't offer any refund options at this time, due to the membership only being refundable within the first days of the membership,in the interest of positive consumer relations we would like to offer the consumer (3) courtesy monthly renewals on their membership whenever they are ready to use it again and a [redacted] merchandise credit to use on their first order placed through Concierge Shopping
Initial Business Response /* (1000, 5, 2016/12/02) */
Thank you for bringing this to our attentionMost DirectBuy locations were independently owned and operated franchises, as was the case with DirectBuy of MinneapolisThe decision to close this location was made by the franchisee, DDF, Inc.,
which was owned by *** and *** *** who were the recipients of the initial membership feeDue to the mentioned DirectBuy location being closed as of May 1, 2014, the corporate office is unable to confirm what may have been verbally agreed upon, nor are we able to provide a refundAs a resolution, and because DirectBuy, Incdoes strongly value the membership and relationship with the consumer, we would like to extend one free renewalIn the complaint the consumer mentioned pricing issues; DirectBuy, Incconducts proactive retail price comparison studies to ensure that our members experience maximum savingsIf a member should ever find a lower price from a legitimate, local retailer on an identical item that is currently available from a DirectBuy supplier, even if it's an "advertised special," we will beat it by at least 10% (terms and conditions apply)I am confident that the consumer will have a pleasant experience working with our Concierge Shopping departmentWe have specialized agents readily available who can help the consumer find the best price for the products they may be looking for
Initial Business Response /* (1000, 5, 2016/12/08) */
Thank you for bringing this complaint to our attention
On October 12, 2013, the consumer purchased a DirectBuy membership from an independently owned and operated franchise, DDF, Inc., dba DirectBuy of MinneapolisDirectBuy of Minneapolis
was owned by *** and *** *** who were the recipients of the consumer's membership fee; in the *** sold their franchise to new ownersThe subsequent owner closed October 29, The Savings Guarantee letter signed by the *** was an agreement between the Fossands and the consumer, it did not reflect a DirectBuy, Incpolicy or the terms of the consumer's Membership Agreement
We apologize for the consumer's experience in that the Fossands are not available to respond to the "Guarantee" agreement they gave to the consumerThe consumer has presented his estimate of money he didn't save in the three years of this membership to the subsequent owner and DirectBuy IncDirectBuy, Incdid not receive the consumer's membership fee, therefore a refund from this office is not warrantedHowever, we do value the consumer's membership and are reactivating the membership for one year, a value of *** at no cost to the consumerThe new expiration date for the membership will be 12/22/
If the consumer has any questions about the membership or requires assistance with an order, he can contact our Concierge Shopping ServiceConcierge associates will assist him with selecting items, provide pricing (and samples if required), and place the order for himConcierge Shopping is available by calling XXX-XXX-XXXX, or emailing ***@directbuy.com, M-F 9:am-9:pm CST and Saturday and Sunday 9:am - 5:pm CST
Initial Consumer Rebuttal /* (3000, 7, 2016/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The extended membership does not reflect the *** which we feel is the minimum due usThe new owners purchased the prior owners's clients and therefore their contractsWe would accept three years reactivation to cover the the dollar figure due usIf the new owners are only willing to offer year reactivated at *** we would expect the remaining balance of *** as a credit to our account, to be spent on future purchases during that year
Final Consumer Response /* (2000, 11, 2016/12/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We will try to recoup the *** over the next yearWe would appreciate somethng in writing from Direct Buy to reflect the renewed memebership through OCT
Final Business Response /* (4000, 9, 2016/12/12) */
The free renewal to the consumer was not meant to reflect the *** Its intention was to provide the consumer a renewal year at no cost to them and the opportunity to save *** more or less, depending on the amount of their purchasesAs stated in our prior response, the owner who made the agreement with the consumer is no longer in business
Initial Business Response /* (1000, 5, 2016/03/14) */
The member purchased a membership on June 20, from an independently owned and operated franchiseThe member made a down payment and financed the balance of his membership fee with a third party finance company not affiliated with
DirectBuy, IncWhile we are sympathetic to the member's recent financial difficulties, we do not have access to the accounts associated with the member's remaining financial obligationOur recommendation is for the member to contact the financing company named on his Retail Installment Contract to discuss his options
Initial Consumer Rebuttal /* (2000, 7, 2016/03/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
if there is nothing that can be done by the company then there is nothing that can be doneBut their franchisees are making a bad name for their company with their bully tactics and unclear practices