Initial Business Response /* (1000, 5, 2016/12/20) */
Thank you for bringing this complaint to our attentionWe understand Mr***'s disappointment regarding the closing of his local showroomMost DirectBuy locations are independently owned and operated franchises, as was the case with
DirectBuy of MinneapolisThe decision to close this location was made by the franchisee, DDF, Incwhich was owned by *** and *** *** who were the recipients of the initial membership feeDirectBuy, Inctook immediate steps to provide all members of the Bloomington, MN location with the ability to continue to receive all their DirectBuy membership benefits, including access to our exclusive Concierge Shopping programConcierge Shopping allows members to make purchases from DirectBuy vendors, with complete access to catalog and pricing information, from the comfort of their own homeOur associates are available by phone, fax, and email days a week, 7:00am till 9:00pm M-F, 9:00am till 5:00pm Saturday and SundayIf Mr*** has any questions we encourage him to call Concierge Shopping toll free at XXX-XXX-XXXX, and speak directly with an associateOur recently re-launched members-only e-commerce website - my.directbuy.com is also available to Mr***With 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 everWe offer over million products with 260,items available to order onlineThis information was made available to DirectBuy of Minneapolis members via email and on their DirectBuy members' website immediately after the club closedMr***'s membership fees were paid directly to the former franchise therefore we do not feel that a refund from our office is appropriateHowever, we do value this membership and as a courtesy we are willing to extend one free renewal so that Mr*** and his family can continue to enjoy the benefits of being a DirectBuy *** as they have over the last yearsPlease advise if Mr*** accepts our offerThank you
Initial Business Response /* (1000, 10, 2017/05/19) */
Thank you for bringing this complaint to our attentionWe understand the member's disappointment with her membershipWe have explained to the member that we have highly trained Concierge Shopping experts and project coordinators that can
assist the member with her kitchen project from inception to completion, including project scope, timelines, pricing, delivery and installationWe are confident that the member will be pleasantly surprised by the new experiences she will receive by using our new Concierge Shopping services
Resolution Offered: to reinstate membership,a courtesy renewal of the membership, and a merchandise credit
Initial Consumer Rebuttal /* (3000, 12, 2017/05/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your response to my inquiry through the Revdex.comI prefer to have a refund of my 4,dollars and not a merchandise creditOnce my money is refunded my connection with Direct Buy will cease to exist
Final Business Response /* (4000, 14, 2017/05/22) */
On August 7, the member purchased a DirectBuy membership, making a down payment and financing the remaining balance (we would be happy to provide your office with copies of both signed contracts for review)The member defaulted on the note and the account was sent to collections January 19, DirectBuy has not participated in any wrongful actions; however we are sympathetic to the member's concerns regarding her membershipThis member's membership fees were paid directly to BD & Save, Inc.; therefore we do not feel that a refund from our office is appropriateHowever, we would encourage the member to reconsider our original offer of reinstating her membership and a merchandise credit towards a future purchase
Final Consumer Response /* (4200, 16, 2017/05/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If Direct Buy had told my husband and I they did not have kitchens before the loan was signed we would have left and went elsewhereThey advertised they had kitchens on the commercial and also during the tourI felt we were misleadI pay cash money to honor the loan because I did not want my credit messed up and the loan was through Direct BuySigning for the loan is not a dispute my dispute is I paid the loan so why should I be so trusting with them againI do not trust this company to do anything for usWhen they did not get the money they put us in collectionThey did not call and ask what was wrong they did not call to see if we had made any progress in getting a new kitchen and now you are writing to say we defaulted on a loan that we got nothing from because we were lied toNo I do not trust Direct Buy to do anything for me, just give to me what is owed to me
Initial Business Response /* (1000, 10, 2016/05/17) */
Contact Name and Title: M***
Contact Phone: XXXXXXXXXX
Contact Email: ***@directbuy.com
I have attempted to reach the member at the phone number listed on the complaint to discuss a resolution to her complaint; however I have
not been able to reach her, and the outgoing message states that the voice mail has not been set upI called the home number associated with this membership, however the person who answered the phone did not speak EnglishPlease have the member contact me directly so we can work together to resolve her issues
Initial Consumer Rebuttal /* (3000, 12, 2016/05/18) */
When we signed up with club it never said we subject to move we was told that we come in go through the catalogs and they never sent any information about they move from that location and also they said they moved in March why we where notified and just found by going to the location in Columbia md.I just want a refund for being misled about this company they are not honest to it members they months noticed it customers
Final Business Response /* (4000, 20, 2016/05/20) */
The membership fees were payed directly to BD & Save, Inc., not DirectBuy, IncWe are not able to refund monies we did not receiveUGA, the finance company, is a third party financing company, and does not work for DirectBuy, IncThe member is free to contact the former franchisees, *** *** & *** *** directly regarding her refund request, however DirectBuy, Inccan only offer to continue servicing the membership, or cancel the membership and forgive the member's significant outstanding balanceIf she chooses to cancel the membership she will need to contact our office directly
Final Consumer Response /* (2000, 22, 2016/05/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/03/17) */
DirectBuy Travel contacted the consumer and provided a resolution that was acceptable to the consumer
Initial Consumer Rebuttal /* (3000, 7, 2016/03/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm
not sure, I did receive a phone call from *** XXX-XXX-XXXX and we did agree to a resolutionHowever, *** was to call me on Monday 3/or Tues 3/and failed to do soI have since left him Voice mails on 3/and 3/which he has not responded to*** was supposed to call me and tell me how much from my certificate was being applied to my Viking Cruise and was to add a hotel/condo certificate to my accountIt looks like the certificate has been added, but I still don't know how much is being applied to my Viking CruiseHe told me $1XXX-XXXX, but that may be fiction (like to *** I was originally quoted during my sales presentation)
My primary issue with Direct Buy Travel is they don't return calls when the say they will or keep you on hold waiting for a supervisor, who it turns out is not availableThree times during this issue, I've waited for min to over an hour and then I'm told "no Supervisor is available and one will call me"And it just doesn't happen or takes days for them to get around to it
Until I hear from *** or his supervisor, no resolution has been reached
Final Business Response /* (4000, 9, 2016/03/21) */
I spoke with Mr*** and the travel company today and confirmed with both parties that the resolution has been processed
Final Consumer Response /* (2000, 11, 2016/03/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although I've agreed with the proposal, I'm still not very happy with Direct Buy TravelThey misrepresented the value of the certificate they gave me to join which I consider it a lieAnd they were so certain that I was wrong they reviewed the sales tape they use for training purposes, which proved that I was correct
Further, they continually failed to return phone calls when the agreed to and failed to return voice mailsWhat kind of company does that?
I hope you will leave this complaint visible so other people will be able to read about the issues I had with Direct BuyThank you for your assistance
*** M
Initial Business Response /* (1000, 10, 2015/07/31) */
Contact Name and Title: Brandi J/*** ***
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 /* (3000, 12, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I hesitate to accept the response from Direct Buy as I have been attempting to resolve this issue since March (2015) and I have been told repeatedly that they will not cancel the membershipEven after we had the discussion involving the financial institute, Versa, where it was stated the Direct Buy need only approve a reversal of funds for the unused portion of the membershipI have spoken to Brandi and others from Direct Buy in the past and we were unable to resolve this issue
I want to make it clear that we are not seeking reimbursement for what we have paid, nor are we asking for any upgrades to our membershipWe would like to terminate our contract and connection with Direct Buy!
Please note that Brandi has emailed me and spoke with me by phone, so there is no acceptable reason why contact cannot be made
Final Business Response /* (4000, 15, 2015/08/04) */
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 TampaThe decision to close this location was made by the franchisee, DBTA, LLC
DirectBuy, Inctook immediate steps to provide all members of the Tampa location with the ability to continue to receive all their DirectBuy membership benefits, including access to our exclusive Home Shopping programHome Shopping allows members to make purchases from DirectBuy vendors, with complete access to catalog and pricing information, from the comfort of their own home; while still retaining access to use any open DirectBuy location in the US and Canada
Our 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 SundayIf the members haves any questions we encourage them to call the Home Shopping toll free number, 800-647-6733, and speak directly with an associateWe have also retained a local consolidator, MXD, located just miles from the former club location, for receiving of orders that are not able to ship directly to the members' home via UPSMXD receives the order, inspects the contents, and then contacts the member directly to make delivery arrangements
Our recently re-launched members-only e-commerce website -members.directbuy.com is also available to our members from the comfort of their own homeWith better search capabilities, faster load times, improved images and item descriptions, and a more-appealing overall design, the new members.directbuy.com is bigger and better than ever offering over 400,viewable items, of which more than 350,of these items available to order onlineThis information was made available to DirectBuy of Tampa members via email and on their DirectBuy members' website immediately after the club closed
In the interest of good consumer relations, we will make a one-time exception to cancel the membership, per the consumer's requestWe will provide the necessary paperwork to the member to process the request to cancel the remaining portion of the membership and issue a check that will resolve the remaining balance of the financial agreement
Final Consumer Response /* (2000, 17, 2015/08/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have signed and returned the agreement for cancellationI will only revisit this issue if Direct Buy delays in honoring the agreement
Initial Business Response /* (1000, 5, 2017/01/04) */
Thank you for bringing this complaint to our attentionThe consumer's desired resolution has been met as of 12-27-
Initial Consumer Rebuttal /* (3000, 7, 2017/01/07) */
(The consumer indicated he/she DID NOT accept the response from the
business.)
Although I appreciate DirectBuys' consideration of a refund, it is my sincere belief that their response is intentionally inaccurateThe desired resolution was not met as of December 27, nor has it been met to date due to DirectBuys' decision to partially refund *** of the *** that was paid in total and requested as full refund; a difference of *** In fact, DirectBuys' response to the Arizona Revdex.com, which is attached for your convenience, indicates "a full refund has been issued," which is not true
In addition, relative to the medical documentation that DirectBuy allegedly did not receive, a copy was included in the previous set of attachments that accompanied the initial compliant along with its accompanying email message to *** ***
As a result of (a) not receiving the courtesy of a reply to that email message; (b) multiple phone calls that yielded excessively long hold times, (c) excessive transfers to numerous representatives on any given day, (d) several unreturned voice messages (when the reason for my calls were stated); and (e) absolutely no progress with or results from DirectBuy over the course of several months, I was hopeful of gifting the other reservation to someone else to avoid devu (i.e., intentional lack of communication, poor customer service, as well as undisclosed terms and conditions prior to purchase) with DirectBuy
When the request for a simple name change was also problematic and ultimately denied, I contacted my physician, explained the situation, and requested another medical note due to relapse and reoccurrence of the same condition that prevented fulfilling the initial reservationIn addition, it is paramount to denote that (1) both reservations were made during the same call, and (2) the medical excuse for the other travel reservation was not attached to the initial complaint since it was not and (obviously) could not be shared with DirectBuy for reasons previously mentioned
Furthermore, DirectBuys' emails (previously attached) that ignited the initial refund request, coupled with their response to the Arizona Revdex.com, the presence or absence of any documentation (medical or otherwise) precludes the company's own commission to issue a refund for the two resort reservations particularly due to their inability to upgrade the membership in the absence of a signed agreementTherefore, not only am I entitled to, but I am also still in expectancy of the remaining refund of ***
Final Business Response /* (4000, 10, 2017/01/17) */
The member's issue with DirectBuy Travel has been resolved by DirectBuy TravelAccording to DirectBuy Travel, they refunded the member for the reservations on January 10, Thank you
Final Consumer Response /* (2000, 13, 2017/01/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As of January 30, 2017, the reservation credits appear on my accountsThank you Revdex.com for your assistance in resolving this matter
Initial Business Response /* (1000, 8, 2015/08/28) */
Contact Name and Title: ***/Member Relations
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@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 Business Response /* (1000, 5, 2016/10/14) */
We apologize for any miscommunication that may have occurred between our office and the former franchise regarding this issueI have requested a copy of the original complaint and resolution the member referred toAs soon as we can verify the
details we will honor what was previously agreed upon and refund the member any fees she may have paid after the resolution of her former complaint was accepted
Initial Consumer Rebuttal /* (3000, 9, 2016/10/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no resolution yet as her message is a proposal and request for more informationAttached is the original compliant and resolution that was never carried out
Final Business Response /* (4000, 17, 2016/10/21) */
I will contact Beta and request they send written notification that the account has been closed with a $balanceIf there are any future issues please feel free to contact us directly at XXX-XXX-XXXX, ext***
Final Consumer Response /* (2000, 19, 2016/10/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank youI have received proof that the contract is closedI appreciate your help in this matter and I will consider this matter closedI am satisfied that this issue is resolved
Initial Business Response /* (1000, 25, 2015/05/22) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@directbuy.com
We have been trying to communicate with the consumer to explain how the Home Shopping service is more than just online shopping and to
come to a resolutionWe have called and emailed and have receivced no response thus farWe will continue to reach out
OFFER:
Initial Consumer Rebuttal /* (3000, 27, 2015/05/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have called the business back on multiple occasions with no responseWe were promised that we would be given access to an online service that had more products than what we currently have and we have never received this serviceWe have a very hard time reaching the business as is evidenced by the back and forth phone calls both myself and the business have made reference toThe service we signed a contract for is no longer available to us, we feel the business has breached the contract and we will accept nothing less than cancellation of the contract with the business paying for the balance due on our contract since they have already received the funds from the finance company
Final Consumer Response /* (2000, 30, 2015/05/28) */
Business resolved the issue on 5/27/by allowing us to cancel our membership and will pay the remaining balance due to the finance company
Initial Business Response /* (1000, 5, 2016/12/16) */
Thank you for bringing this complaint to our attentionWe apologize to the member for the length of time in this order situation, the inaccurate price and the inability of vendor to ship in the anticipated time frameIn communications with the
member, he was reminded of the disclaimers regarding price and product availability by vendor and was offered a 50/split of the additional funds due on the merchandiseThis offer was declined and the member purchased elsewhereThe amount already paid toward the order will be refundedMrMis a valued member of yearsWe wish to retain him as a member and are happy to provide the free renewal he has requested which extends his membership to 5/
Initial Consumer Rebuttal /* (3000, 7, 2016/12/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The resolution offered by Directbuy is not acceptable
This is not an issue of inability of the vendor to ship in the anticipated timeframe as the product was readily availableIf Directbuy can prove to me that the vendor was not able to ship and this is not a matter of changing vendors or issues caused by Directbuy's business practices and existing relationships, then I would review those documents and take that into consideration for the resolution
To add to my original complaint and further inconvenience, later in the day after I filed complaint, Directbuy delivered through Fedex without any notification, the product I orderedFedex left it by the garage and my wife had to bring a 90+ lb oversized box into the house and into the basementLater in the day I received a message from Carol *** stating that the water heater had been delivered and that I need to put it back outside for Fedex to pick up on Monday morningHad Directbuy communicated that a water heater was shipping to me at the original price I paid, I could have canceled the alternative one I ordered and this would have been resolved without involving a complaint and the Revdex.com
To recap, I had to wait weeks to receive a water heater, had to pay $over what Directbuy quoted and charged me and now I have had to deal with handling and caring for the water heater they shipped to me without notice and still have not received an acceptable offer to resolve thisMy credit card has not been refunded either
I encourage the representative from Directbuy to consider this from my perspective and respond back with a fair and reasonable offer rather than being dismissive to my concerns or using disclaimers that are not relevant
Final Business Response /* (4000, 9, 2016/12/29) */
Our customer service team reached out to the consumer today and came to a mutually acceptable resolutionThe credit to his credit card was processed today as well
Final Consumer Response /* (2000, 11, 2016/12/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the phone call from Directbuy and the effort to find a mutually agreeable resolution
Initial Business Response /* (1000, 5, 2016/01/25) */
Contact Name and Title: M***
Contact Phone: XXXXXXXXXX
Contact Email: ***@directbuy.com
On December 12, the member attended a ninety-minute tour presentation at DirectBuy of Silicon ValleyAfter receiving an explanation of
the benefits of a DirectBuy membership, taking a personal tour of our showroom, and being given the opportunity to ask any questions he may have had, he made the decision to become a member
Membership cards are sent directly to members from the corporate office in Merrillville, IndianaI apologize for the delay the member experienced with receiving his cards, however he had complete access to the club and the ability to place orders as soon as he joined
DirectBuy provides our members with vendors, offering over a million productsWhile we can't guarantee that every item a vendor carries will be available to order, we feel confident, given the opportunity, that our staff would have been able to assist this member with locating the items he was searching for within his price point
DirectBuy locations are catalog only showrooms, with limited space for samples such as flooring and carpetWe are able to order samples directly from vendors such as Shaw and Mohawk for delivery to the member's homeWe also offer numerous vendors with hundreds of home improvement items such as kitchen appliances and plumbing fixtures to meet our members' needs
Additionally, 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)
The cabinet designer fee the member referred to covers the cost of the designer's time and customized drawingsIf the member goes forward with the cabinet order this fee is deducted from the order totalWhile pre-made retail cabinets may not fit the member's kitchen layout, cabinets ordered from the designer's specifications most certainly would
DirectBuy of Silicon Valley respects and adheres to all California statutes regarding cancellation periodsThe member's request to cancel his membership was made well past the day rescission periodWe do not feel this complaint warrants the cancellation or refund of this membership, however we would like to offer the member a $merchandise credit to be used on a future order placed through his DirectBuy membershipWe also encourage the member to schedule a time convenient to him to attend a new member orientation to learn how to search catalogs, place orders, and enjoy all the benefits of his membership
Mark ***
DirectBuy of Silicon Valley
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2016/01/28) */
DirectBuy's response is not acceptableThe salesman did tell us we could not use the services of DirectBuy before we received our membership cardsThe salesman said we would save enough money on our kitchen remodel to pay for the membershipHowever, the representative we spoke to after we received our cards (well past the hour cancellation period) said DirectBuy could not provide the cabinets to fit our kitchen designWe have since ordered pre made cabinets from a local cabinet shop that fit our design exactlyIf you don't believe DirectBuy is deceitful in its business practices, take a look at the hundreds of complaints on the webI should have done that myself before I signed up, but my trusting nature caused me to believe the salesman was not misleading usThat was a mistake I hope others do not makeI have not used any of the services that DirectBuy claims to offer, therefore I believe I am entitled to a complete refund of the membership feeI did indeed sign the contract agreeing to the terms of membership, however I did so as a result of the misleading representations of the salesman
*** ***
Final Business Response /* (4000, 9, 2016/02/05) */
Contact Name and Title: Mark *** Owner
Our relationship with the member is a contractual oneContrary to his assertions, we have not violated any provisions in our agreement with himPlease see our each of his claims, and following are our responses to each of those
The salesman did tell us we could not use the services of DirectBuy before we received our membership cards
The member had immediate access to our showroom that day, as well as the next day we were openIn fact, on the day of enrollment, he and his wife each signed a document (FINAL CHECKLIST) that we have learned addresses any miscommunications that can occur during the enrollment processSpecifically, #clarifies with no ambiguity, that the showroom is available to new members immediatelyIf there was any aspect of this document that was a concern to Mr***, he could simply have reversed the transaction at that timeThis document can be faxed or emailed if requested
The salesman said we would save enough money on our kitchen remodel to pay for the membership
According to the notes that were taken during the conversation with the members on December 12th, in response to a question from our sales associate about how much value the members saw in becoming a member, they replied that they would have savings above the group estimate of $27,over a year periodOur notes do not get in to detail as to "how much" aboveAdditionally, our notes indicate that they anticipated spending in excess of $26,just on their kitchenThese are numbers that communicate to us that the prospective member has enough purchases to get value out of the membership in excess of what they paid for the membershipIf a customer later changes their mind about the scope of a project which results in them spending less than originally thought, that is their prerogativeBut to imply that we mislead them about our savings is falseWe have no control over what a member intends to spend on a projectWe only know that at the time of purchasing the membership, they represented to us that they were spending in excess of what was needed to justify the investment in the membership
However, the representative we spoke to after we received our cards (well past the hour cancellation period) said DirectBuy could not provide the cabinets to fit our kitchen design
Regarding the cancellation period, as detailed above, the members had access to our showroom on the day they joined, and were welcome to come shopping immediatelyRegarding cabinetry that "fit" their kitchen, they called one of our cabinetry designers to setup an appointment for 1/7/While the designer did not have a customary 1-hour appointment time available that day, she did offer to meet with them on 1/7/to get a sense of their project and to obtain the design that they had which she could quote for them later that weekThe members did show up on the 7th and met with our designer, and in that brief encounter there was a conversation about a specific cabinet that was 27" wide in their kitchenOur designer communicated to them that in the pre-made cabinet brand that we sell (versus custom made), that specific size for that specific type of cabinet, was available in 24" and in 30"There was no time given to laying out the entire space given the standard sized cabinetry as the member lost interest in the conversation after this "issue" was discussedAccording to our cabinet designer, the entire interaction was less than minutesIn a standard minute design meeting (which we do not charge for) we would evaluate the entire space and make recommendations based on functionality and budgetNone of that occurred as the members did not pursue itIt is important to note that we offer our customers over a dozen different brands of cabinetry from pre-made to fully customWhile there are understandably fewer choices in a pre-made product, virtually any design can be accomplished by minor layout revisionsWe were never given the opportunity to explore that, nor discuss budgetary requirements
We have since ordered pre made cabinets from a local cabinet shop that fit our design exactly
Ok
If you don't believe DirectBuy is deceitful in its business practices, take a look at the hundreds of complaints on the webI should have done that myself before I signed up, but my trusting nature caused me to believe the salesman was not misleading usThat was a mistake I hope others do not make
DirectBuy has been in business for over years with locations across the US and CanadaLike all businesses, we try to fully satisfy every customerRealistically, that is not possibleWe address all complaints and that is one reason we have maintained an A+ rating with the Revdex.com for many yearsPerhaps the "hundreds of complaints" were from consumers similar to this member who, rather than reaching out to the business to resolve his concerns either in person or over the phone, chose to secretly contact his credit card company and have them dispute the charge with no notice to usWhen our service manager reached out to him the day we received the notice from the credit card company, he was not interested in meeting to resolve his disputeIt is ironic that the member learned about DirectBuy coincidentallyThey told us that they ran into someone in a park and began discussing their remodeling projectApparently, that individual was a DirectBuy member who encouraged them to come to the showroom and check us out given the scope of their projectAlso note that Home Depot has thousands upon thousands of complaintsThat does not make them a bad business, nor does it imply that they mislead their customer
I have not used any of the services that DirectBuy claims to offer, therefore I believe I am entitled to a complete refund of the membership feeI did indeed sign the contract agreeing to the terms of membership, however I did so as a result of the misleading representations of the salesman
As previously stated, contrary to the members claims of misrepresentation, he was presented with and signed both a Membership Agreement as well as the "FINAL CHECKLIST" that contradict his claimsWe have no control over the extent that a member uses their membership, and the agreement we mutually signed is not contingent upon use
Like any business, we want our customers to be happyAs always, I am willing to meet with the member in our showroom to discuss his concerns face to face
OFFER:
We are willing to meet the member in our showroom to discuss his concerns in person
Final Consumer Response /* (3000, 16, 2016/03/22) */
Revdex.com CASE#: XXXXXXXX
The owner of the Mountain View DirectBuy, Mr *** has his talking points down patHe must be well practicedHe repeats his assertion that we could have shopped on the day we signed the contract and denies our statement that the salesman said we would have to wait until we got our membership cards to shopOn our way out, the receptionist said the store would be closed for two weeksThe salesman also promised us we would save enough money on our remodel to pay for the membership feeAfter we received our membership cards and the store reopened, we visited the store to find items for the kitchen remodel, flooring and carpetHowever we could not find one item we could useWe left the store realizing we had been scammedIt was after the visit to the store that we decided to make every effort possible to get our money backI believe the delaying actions were a deliberate attempt to keep us from knowing we had been scammed until after the hour cancellation period had passedIf we knew within the hour time limit that we had been deceived, we certainly would have cancelled the contract
The contract clearly states that signing the contract indemnifies DirectBuy from any misleading statementsI believed that statement was referring to actions of vendors, not the misleading statements of a dishonest salesmanThe fact that the statement is in the contract appears to be an effort to prevent customers from making the claims I am making
Mr *** compares his business with Home Depot, however there is no comparisonHome Depot does make the same claim of deep discounts as DirectBuyHome Depot does not require a $7,fee to shop there and then refuse to refund that fee when customers learn of their deceptive business practicesHis facts about our visit to his store was not accurate either; we spent about forty five minutes in the store conversing with two different representatives as well as looking at samples and catalogsAlso, our dog was not in the car waiting to go the vet
It is clear in my mind (and apparently in the minds of many others) that the business practices of DirectBuy are purposefully deceptive and dishonestIf I were wrong, the New York Attorney General would not have reached a settlement with DirectBuy for $500,for their business practicesThe extraordinary number of complaints from across the United States and Canada define the shady business practices of this company
There is no rational justification (except for greed) for not refunding every penny we paid for promised services, but could not find at DirectBuyMr*** offer of a $merchandise credit is not sincereWe are of the opinion that we have been defrauded from the beginning and are very distrustful of DirectBuy's business practicesWe have not used any service at DirectBuy and will not in the future for the reasons I have stated
*** ***
Initial Business Response /* (1000, 6, 2016/02/04) */
Contact Name and Title: J***
Contact Phone: XXX-XXX-XXXX
Consumer received a replacement unit in December
OFFER:
Initial Business Response /* (1000, 5, 2016/12/02) */
Thank you for bringing this to our attentionDirectBuy, Incstrives daily to make the most current vendor updates readily available to our membersOur vendors make the final decision in product offerings to DirectBuy membersIf the member is
interested in an item that is not available through their membership, we offer access to our Concierge Shopping team; who is on standby with extended hours to assist in finding any and all comparable productsAccording to our records, the consumer's complaint in regards to the Grohe products have been resolvedWe, as a company, will continue to dedicate our time and efforts in providing the best customer experience possibleWe are unable to agree to the terms of the consumer's desired resolution; however, we encourage the consumer to contact Concierge Shopping at X-XXX-XXX-XXXX for assistance regarding product availability
Initial Consumer Rebuttal /* (3000, 7, 2016/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There still has been no resolution as to the deceptive practices of which vendors are availableThey issued a PO for a lighting fixture from Elan LightingThey cancelled the PO without any notification or explanationIn another example, Drexel Heritage was listed on their website as a vendorI submitted a request for a price quote on several Drexel Heritage productsI have not received any acknowledgement whatsoever as to my pricing request, and now the vendor is mysteriously missing from their websiteThis is bait and switch
Final Business Response /* (4000, 20, 2017/01/27) */
We want to resolve this complaint and come to a final resolutionOur company adamantly denies any illegal activityThe consumer has multiple open orders with us and we greatly appreciate her businessAs stated before, we value this membershipWe are willing to issue an *** credit that would expire on 1/27/in addition to the month membership extension that has already been implementedThe credit is offered for the issues with the Elan Lighting purchase orderThere was a purchase order created for Elan Lighting and we were unable to fulfill the order; therefore, we have no problem issuing a credit for thatWhen the member accepts this offer the credit will be issuedWe are not able to issue a credit for the Drexel Heritage issue because a purchase order was never created for that vendorOur Concierge Shopping department has attempted to contact the consumer to provide more suggestions of vendors who offer custom designs, in hopes that the member can design a dining set that suits her likingIf she decides to move forward with the custom design options, our Concierge agents are standing by
Final Consumer Response /* (2000, 23, 2017/01/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/07/21) */
Contact Name and Title: Maureen / Member Relation
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@directbuy.com
Thank you for bringing this complaint to our attentionWe have already been in contact with the member regarding this
matter and have made an offer of resolutionWe understand the member's disappointment regarding the closing of their local showroomMost DirectBuy locations are independently owned and operated franchises, as was the case with DirectBuy of RichmondThe decision to close this location was made by the franchisee which was owned by DBRV, LLC, who were the recipients of the member's membership fee
DirectBuy, Inctook immediate steps to provide all members of the Richmond location with the ability to continue to receive all their DirectBuy membership benefitsAll DirectBuy locations are catalog only showrooms; there is no physical stock for members to viewThese same catalogs are available through Home Shopping; associates are also able to send fabric and flooring samples directly to the member's home
The member purchased a membership in the DirectBuy buying organization, not an individual location (Grant of Membership, section of the Membership Agreement)The privileges associated with this membership entitle the member to buy directly from the manufacturer, or their authorized dealer, at discounted pricesThese privileges are still available to the member through the DirectBuy, IncHome Shopping program and website
Since membership benefits have not been discontinued, a refund of membership fees and/or cancellation is not warranted by our officeHowever, we stand by our original offer of a $merchandise creditWe look forward in providing our member with all their DirectBuy membership service and benefits
OFFER:
$merchandise credit
Initial Consumer Rebuttal /* (3000, 7, 2015/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1."All DirectBuy locations are catalog only showrooms; there is no physical stock for members to view." - I have a letter of them selling a physical showroom to come view products
2.I did not ask for a refund of membership fees, only cancellation moving forwardI am not seeking money spent
"DirectBuy, Inctook immediate steps to provide all members of the Richmond location with the ability to continue to receive all their DirectBuy membership benefits." - My benefits have changedI requested the link to the discount car buying service I had before and was advised through email and phone conversation that it was a Richmond practice and no longer available
4.In explaining their position they continue to mention fabric samples being sentDo they plan to send a sample refrigerator? Do I have to pay for the shipping of that refrigerator for viewing? If I don't like it will I have to pay to send it back?
The $offer wasn't for me exclusivelyThat offer was made before the complaintSo for them to say they offered a resolution is untrue
"All DirectBuy locations are catalog only showrooms; there is no physical stock for members to view." That was a quote and a oneThere was physical stock for members to view in RichmondThere were beds, carpets, windows, hardwood floors etcI saw the different windows and purchased the one I thought was the bestNoI didn't purchase the one on the floorYou don't do that in most stores, but I did see what I wantedThere were refrigerators alsoI wouldn't purchase one on line
Initial Business Response /* (1000, 5, 2016/10/04) */
This situation has been resolved to the member's satisfaction
Initial Consumer Rebuttal /* (2000, 8, 2016/10/12) */
DirectBuy has agreed to work with us to resolve this matterWe would like to close out this complaint
Thank you
Initial Business Response /* (1000, 7, 2016/02/04) */
Hi ***,
Our records show that the club emailed our Member Relations department on 11/6/stating that the below named member was refundedOn or about 11/25/the Naperville location ceased operations, therefore I'm assuming this is
probably why there was an oversite to respond to this old Revdex.com complaintPlease close on your end
Best Regards,
***
Initial Business Response /* (1000, 5, 2016/02/04) */
Contact Name and Title: Janet *** - Legal
Contact Phone: XXXXXXXXXX
Contact Email: ***@directbuy.com
Thank you for bringing this complaint to our attentionWe have reached out to the consumer and have resolved this complaint to
their satisfaction
OFFER:
Initial Business Response /* (1000, 5, 2016/08/30) */
Thank you for bringing this complaint to our attentionWe understand the member's disappointment regarding the closing of his local showroomMost DirectBuy locations are independently owned and operated franchises, as was the case with
DirectBuy of Greater Kansas CityThe decision to close this location was made by the franchisee, Direct Plus, LLC, which was owned by *** *** and *** *** who were the recipients of the member's membership fee
DirectBuy, Inctook immediate steps to provide all members of the Lenexa location with the ability to continue to receive all their DirectBuy membership benefits, including access to our exclusive Concierge ShoppingConcierge Shopping allows members to make purchases from over DirectBuy vendors, with complete access to catalog and pricing information, from the comfort of their own homeConcierge associates are also able to ship samples, such as flooring, fabric, tile, etc., directly to the member's home
Our 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 SundayIf the member has any questions we encourage him to call the Concierge Shopping toll free number, XXX-XXX-XXXX, and speak directly with an associate
We have also retained a local consolidator, STI/All Points - XXXXXX *** *** Drive, Kansas City, KS - for receiving orders that are not able to ship directly to the member's home via UPSSTI/All Points receives and inspects orders, then contacts the member directly to make delivery arrangementsAdditionally, we have contracted with local cabinet, interior designers, and installers who will schedule appointments with the member, in the member's home, to work personally with them on designs
Our recently re-launched members-only e-commerce website - my.directbuy.com is also available to the member from the comfort of his own homeWith better search capabilities, faster load times, improved images and item descriptions, and a more-appealing overall design, the new *** is bigger and better than ever, offering over 250,items which can be viewed online, more than 230,of those items are available to order onlineThis information was made available to DirectBuy of Greater Kansas City members via email and on their DirectBuy members' website immediately after the club closed
Our records show that this *** placed orders totaling over *** since becoming a DirectBuy memberWith the services made available to him through our Concierge Shopping, the member will be able to continue enjoying all the savings benefits his DirectBuy membership
This member's membership fees were paid directly to *** *** and *** *** While they may decide to make the requested refund, we do not feel that a refund from our office is appropriate
Initial Consumer Rebuttal /* (3000, 12, 2016/10/19) */
Why is this case just closed after receiving the response back from Direct BuyNo we are not satisfied with this answer and still believe we should have some type of compensation for closing a store that we had agreed to be our business formatIt is a breach of contract that they can take away our agreement and not have any repercussionsPlease explain here
Final Business Response /* (4000, 14, 2016/10/21) */
When he joined DirectBuy the member was granted a membership into the DirectBuy buying organization; his membership was not limited to a specific location (see Grant of Membership section on Membership Agreement)All of his membership benefits continue to be available to him through DirectBuy, IncIn an effort to promote positive consumer relations we are willing to offer him a *** merchandise credit on a future order placed with his DirectBuy membership, however no additional compensation is warranted
Initial Business Response /* (1000, 5, 2015/09/01) */
Contact Name and Title: Brandi J./*** Relation
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 /* (3000, 8, 2015/09/09) */
Subject: Refund Request from Direct Buy - Membership # ***
Following is brought to your kind notice
I live here in Windsor, ONCanada
I am a *** of Direct Buy since
I have been paying my yearly subscription regularly
Direct Buy has moved from Windsor, ONTo London, ONThis is
It is not appropriate and feasible to do shopping in London, ON
I had requested the Direct Buy to cancel my membership and refund Fees
There is no response from Direct Buy
I request you to please intervene and help me get my money back
Thanks miles away from here
my Basic Membership
*** ***
A copy of the letter written to Direct Buy is enclosed for your ref
My Dear ***
I got all your renewal reminders,
I had taken this membership as the DirectBuy show room was located here in WindsorNow this showroom has been moved to London, ONwhich is quite a distance from hereI donot think it is reasonable to continue with this membership
Thus, I shall request you to please cancel my membership and, refund my basic Subscription Fee,
I shall be thankful to you
Final Business Response /* (4030, 13, 2015/09/09) */
Thank you for bringing this complaint to our attentionWe understand the ***'s disappointment regarding the closing of their local showroom in December Most DirectBuy locations are independently owned and operated franchises, as was the case with DirectBuy of WindsorThe decision to close this location was made by the franchisees, who were the recipients of the members' membership fee
DirectBuy, Inctook immediate steps to provide all members of the Windsor location with the ability to continue to receive all their DirectBuy membership benefits at DirectBuy of LondonAs a convenience to those members that had a longer trip as a result of the transition, members were given the ability to process their orders from start to finish outside of the center from the comfort of their own home by calling and emailing DirectBuy of London
This ***'s membership fees were paid directly to the franchisee of DirectBuy of Windsor in February The *** chose to pay optional renewals and his membership expired in April Therefore, we do not feel that a refund from our office is appropriate
Initial Business Response /* (1000, 21, 2015/08/13) */
Contact Name and Title: Brandi J./Member Relation
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 /* (2000, 24, 2015/08/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Direct buy to refund $of the membership fee
Initial Business Response /* (1000, 5, 2016/12/20) */
Thank you for bringing this complaint to our attentionWe understand Mr***'s disappointment regarding the closing of his local showroomMost DirectBuy locations are independently owned and operated franchises, as was the case with
DirectBuy of MinneapolisThe decision to close this location was made by the franchisee, DDF, Incwhich was owned by *** and *** *** who were the recipients of the initial membership feeDirectBuy, Inctook immediate steps to provide all members of the Bloomington, MN location with the ability to continue to receive all their DirectBuy membership benefits, including access to our exclusive Concierge Shopping programConcierge Shopping allows members to make purchases from DirectBuy vendors, with complete access to catalog and pricing information, from the comfort of their own homeOur associates are available by phone, fax, and email days a week, 7:00am till 9:00pm M-F, 9:00am till 5:00pm Saturday and SundayIf Mr*** has any questions we encourage him to call Concierge Shopping toll free at XXX-XXX-XXXX, and speak directly with an associateOur recently re-launched members-only e-commerce website - my.directbuy.com is also available to Mr***With 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 everWe offer over million products with 260,items available to order onlineThis information was made available to DirectBuy of Minneapolis members via email and on their DirectBuy members' website immediately after the club closedMr***'s membership fees were paid directly to the former franchise therefore we do not feel that a refund from our office is appropriateHowever, we do value this membership and as a courtesy we are willing to extend one free renewal so that Mr*** and his family can continue to enjoy the benefits of being a DirectBuy *** as they have over the last yearsPlease advise if Mr*** accepts our offerThank you
Initial Business Response /* (1000, 10, 2017/05/19) */
Thank you for bringing this complaint to our attentionWe understand the member's disappointment with her membershipWe have explained to the member that we have highly trained Concierge Shopping experts and project coordinators that can
assist the member with her kitchen project from inception to completion, including project scope, timelines, pricing, delivery and installationWe are confident that the member will be pleasantly surprised by the new experiences she will receive by using our new Concierge Shopping services
Resolution Offered: to reinstate membership,a courtesy renewal of the membership, and a merchandise credit
Initial Consumer Rebuttal /* (3000, 12, 2017/05/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your response to my inquiry through the Revdex.comI prefer to have a refund of my 4,dollars and not a merchandise creditOnce my money is refunded my connection with Direct Buy will cease to exist
Final Business Response /* (4000, 14, 2017/05/22) */
On August 7, the member purchased a DirectBuy membership, making a down payment and financing the remaining balance (we would be happy to provide your office with copies of both signed contracts for review)The member defaulted on the note and the account was sent to collections January 19, DirectBuy has not participated in any wrongful actions; however we are sympathetic to the member's concerns regarding her membershipThis member's membership fees were paid directly to BD & Save, Inc.; therefore we do not feel that a refund from our office is appropriateHowever, we would encourage the member to reconsider our original offer of reinstating her membership and a merchandise credit towards a future purchase
Final Consumer Response /* (4200, 16, 2017/05/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If Direct Buy had told my husband and I they did not have kitchens before the loan was signed we would have left and went elsewhereThey advertised they had kitchens on the commercial and also during the tourI felt we were misleadI pay cash money to honor the loan because I did not want my credit messed up and the loan was through Direct BuySigning for the loan is not a dispute my dispute is I paid the loan so why should I be so trusting with them againI do not trust this company to do anything for usWhen they did not get the money they put us in collectionThey did not call and ask what was wrong they did not call to see if we had made any progress in getting a new kitchen and now you are writing to say we defaulted on a loan that we got nothing from because we were lied toNo I do not trust Direct Buy to do anything for me, just give to me what is owed to me
Initial Business Response /* (1000, 10, 2016/05/17) */
Contact Name and Title: M***
Contact Phone: XXXXXXXXXX
Contact Email: ***@directbuy.com
I have attempted to reach the member at the phone number listed on the complaint to discuss a resolution to her complaint; however I have
not been able to reach her, and the outgoing message states that the voice mail has not been set upI called the home number associated with this membership, however the person who answered the phone did not speak EnglishPlease have the member contact me directly so we can work together to resolve her issues
Initial Consumer Rebuttal /* (3000, 12, 2016/05/18) */
When we signed up with club it never said we subject to move we was told that we come in go through the catalogs and they never sent any information about they move from that location and also they said they moved in March why we where notified and just found by going to the location in Columbia md.I just want a refund for being misled about this company they are not honest to it members they months noticed it customers
Final Business Response /* (4000, 20, 2016/05/20) */
The membership fees were payed directly to BD & Save, Inc., not DirectBuy, IncWe are not able to refund monies we did not receiveUGA, the finance company, is a third party financing company, and does not work for DirectBuy, IncThe member is free to contact the former franchisees, *** *** & *** *** directly regarding her refund request, however DirectBuy, Inccan only offer to continue servicing the membership, or cancel the membership and forgive the member's significant outstanding balanceIf she chooses to cancel the membership she will need to contact our office directly
Final Consumer Response /* (2000, 22, 2016/05/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/03/17) */
DirectBuy Travel contacted the consumer and provided a resolution that was acceptable to the consumer
Initial Consumer Rebuttal /* (3000, 7, 2016/03/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm
not sure, I did receive a phone call from *** XXX-XXX-XXXX and we did agree to a resolutionHowever, *** was to call me on Monday 3/or Tues 3/and failed to do soI have since left him Voice mails on 3/and 3/which he has not responded to*** was supposed to call me and tell me how much from my certificate was being applied to my Viking Cruise and was to add a hotel/condo certificate to my accountIt looks like the certificate has been added, but I still don't know how much is being applied to my Viking CruiseHe told me $1XXX-XXXX, but that may be fiction (like to *** I was originally quoted during my sales presentation)
My primary issue with Direct Buy Travel is they don't return calls when the say they will or keep you on hold waiting for a supervisor, who it turns out is not availableThree times during this issue, I've waited for min to over an hour and then I'm told "no Supervisor is available and one will call me"And it just doesn't happen or takes days for them to get around to it
Until I hear from *** or his supervisor, no resolution has been reached
Final Business Response /* (4000, 9, 2016/03/21) */
I spoke with Mr*** and the travel company today and confirmed with both parties that the resolution has been processed
Final Consumer Response /* (2000, 11, 2016/03/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although I've agreed with the proposal, I'm still not very happy with Direct Buy TravelThey misrepresented the value of the certificate they gave me to join which I consider it a lieAnd they were so certain that I was wrong they reviewed the sales tape they use for training purposes, which proved that I was correct
Further, they continually failed to return phone calls when the agreed to and failed to return voice mailsWhat kind of company does that?
I hope you will leave this complaint visible so other people will be able to read about the issues I had with Direct BuyThank you for your assistance
*** M
Initial Business Response /* (1000, 10, 2015/07/31) */
Contact Name and Title: Brandi J/*** ***
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 /* (3000, 12, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I hesitate to accept the response from Direct Buy as I have been attempting to resolve this issue since March (2015) and I have been told repeatedly that they will not cancel the membershipEven after we had the discussion involving the financial institute, Versa, where it was stated the Direct Buy need only approve a reversal of funds for the unused portion of the membershipI have spoken to Brandi and others from Direct Buy in the past and we were unable to resolve this issue
I want to make it clear that we are not seeking reimbursement for what we have paid, nor are we asking for any upgrades to our membershipWe would like to terminate our contract and connection with Direct Buy!
Please note that Brandi has emailed me and spoke with me by phone, so there is no acceptable reason why contact cannot be made
Final Business Response /* (4000, 15, 2015/08/04) */
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 TampaThe decision to close this location was made by the franchisee, DBTA, LLC
DirectBuy, Inctook immediate steps to provide all members of the Tampa location with the ability to continue to receive all their DirectBuy membership benefits, including access to our exclusive Home Shopping programHome Shopping allows members to make purchases from DirectBuy vendors, with complete access to catalog and pricing information, from the comfort of their own home; while still retaining access to use any open DirectBuy location in the US and Canada
Our 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 SundayIf the members haves any questions we encourage them to call the Home Shopping toll free number, 800-647-6733, and speak directly with an associateWe have also retained a local consolidator, MXD, located just miles from the former club location, for receiving of orders that are not able to ship directly to the members' home via UPSMXD receives the order, inspects the contents, and then contacts the member directly to make delivery arrangements
Our recently re-launched members-only e-commerce website -members.directbuy.com is also available to our members from the comfort of their own homeWith better search capabilities, faster load times, improved images and item descriptions, and a more-appealing overall design, the new members.directbuy.com is bigger and better than ever offering over 400,viewable items, of which more than 350,of these items available to order onlineThis information was made available to DirectBuy of Tampa members via email and on their DirectBuy members' website immediately after the club closed
In the interest of good consumer relations, we will make a one-time exception to cancel the membership, per the consumer's requestWe will provide the necessary paperwork to the member to process the request to cancel the remaining portion of the membership and issue a check that will resolve the remaining balance of the financial agreement
Final Consumer Response /* (2000, 17, 2015/08/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have signed and returned the agreement for cancellationI will only revisit this issue if Direct Buy delays in honoring the agreement
Initial Business Response /* (1000, 5, 2017/01/04) */
Thank you for bringing this complaint to our attentionThe consumer's desired resolution has been met as of 12-27-
Initial Consumer Rebuttal /* (3000, 7, 2017/01/07) */
(The consumer indicated he/she DID NOT accept the response from the
business.)
Although I appreciate DirectBuys' consideration of a refund, it is my sincere belief that their response is intentionally inaccurateThe desired resolution was not met as of December 27, nor has it been met to date due to DirectBuys' decision to partially refund *** of the *** that was paid in total and requested as full refund; a difference of *** In fact, DirectBuys' response to the Arizona Revdex.com, which is attached for your convenience, indicates "a full refund has been issued," which is not true
In addition, relative to the medical documentation that DirectBuy allegedly did not receive, a copy was included in the previous set of attachments that accompanied the initial compliant along with its accompanying email message to *** ***
As a result of (a) not receiving the courtesy of a reply to that email message; (b) multiple phone calls that yielded excessively long hold times, (c) excessive transfers to numerous representatives on any given day, (d) several unreturned voice messages (when the reason for my calls were stated); and (e) absolutely no progress with or results from DirectBuy over the course of several months, I was hopeful of gifting the other reservation to someone else to avoid devu (i.e., intentional lack of communication, poor customer service, as well as undisclosed terms and conditions prior to purchase) with DirectBuy
When the request for a simple name change was also problematic and ultimately denied, I contacted my physician, explained the situation, and requested another medical note due to relapse and reoccurrence of the same condition that prevented fulfilling the initial reservationIn addition, it is paramount to denote that (1) both reservations were made during the same call, and (2) the medical excuse for the other travel reservation was not attached to the initial complaint since it was not and (obviously) could not be shared with DirectBuy for reasons previously mentioned
Furthermore, DirectBuys' emails (previously attached) that ignited the initial refund request, coupled with their response to the Arizona Revdex.com, the presence or absence of any documentation (medical or otherwise) precludes the company's own commission to issue a refund for the two resort reservations particularly due to their inability to upgrade the membership in the absence of a signed agreementTherefore, not only am I entitled to, but I am also still in expectancy of the remaining refund of ***
Final Business Response /* (4000, 10, 2017/01/17) */
The member's issue with DirectBuy Travel has been resolved by DirectBuy TravelAccording to DirectBuy Travel, they refunded the member for the reservations on January 10, Thank you
Final Consumer Response /* (2000, 13, 2017/01/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As of January 30, 2017, the reservation credits appear on my accountsThank you Revdex.com for your assistance in resolving this matter
Initial Business Response /* (1000, 8, 2015/08/28) */
Contact Name and Title: ***/Member Relations
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@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 Business Response /* (1000, 5, 2016/10/14) */
We apologize for any miscommunication that may have occurred between our office and the former franchise regarding this issueI have requested a copy of the original complaint and resolution the member referred toAs soon as we can verify the
details we will honor what was previously agreed upon and refund the member any fees she may have paid after the resolution of her former complaint was accepted
Initial Consumer Rebuttal /* (3000, 9, 2016/10/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no resolution yet as her message is a proposal and request for more informationAttached is the original compliant and resolution that was never carried out
Final Business Response /* (4000, 17, 2016/10/21) */
I will contact Beta and request they send written notification that the account has been closed with a $balanceIf there are any future issues please feel free to contact us directly at XXX-XXX-XXXX, ext***
Final Consumer Response /* (2000, 19, 2016/10/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank youI have received proof that the contract is closedI appreciate your help in this matter and I will consider this matter closedI am satisfied that this issue is resolved
Initial Business Response /* (1000, 25, 2015/05/22) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@directbuy.com
We have been trying to communicate with the consumer to explain how the Home Shopping service is more than just online shopping and to
come to a resolutionWe have called and emailed and have receivced no response thus farWe will continue to reach out
OFFER:
Initial Consumer Rebuttal /* (3000, 27, 2015/05/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have called the business back on multiple occasions with no responseWe were promised that we would be given access to an online service that had more products than what we currently have and we have never received this serviceWe have a very hard time reaching the business as is evidenced by the back and forth phone calls both myself and the business have made reference toThe service we signed a contract for is no longer available to us, we feel the business has breached the contract and we will accept nothing less than cancellation of the contract with the business paying for the balance due on our contract since they have already received the funds from the finance company
Final Consumer Response /* (2000, 30, 2015/05/28) */
Business resolved the issue on 5/27/by allowing us to cancel our membership and will pay the remaining balance due to the finance company
Initial Business Response /* (1000, 5, 2016/12/16) */
Thank you for bringing this complaint to our attentionWe apologize to the member for the length of time in this order situation, the inaccurate price and the inability of vendor to ship in the anticipated time frameIn communications with the
member, he was reminded of the disclaimers regarding price and product availability by vendor and was offered a 50/split of the additional funds due on the merchandiseThis offer was declined and the member purchased elsewhereThe amount already paid toward the order will be refundedMrMis a valued member of yearsWe wish to retain him as a member and are happy to provide the free renewal he has requested which extends his membership to 5/
Initial Consumer Rebuttal /* (3000, 7, 2016/12/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The resolution offered by Directbuy is not acceptable
This is not an issue of inability of the vendor to ship in the anticipated timeframe as the product was readily availableIf Directbuy can prove to me that the vendor was not able to ship and this is not a matter of changing vendors or issues caused by Directbuy's business practices and existing relationships, then I would review those documents and take that into consideration for the resolution
To add to my original complaint and further inconvenience, later in the day after I filed complaint, Directbuy delivered through Fedex without any notification, the product I orderedFedex left it by the garage and my wife had to bring a 90+ lb oversized box into the house and into the basementLater in the day I received a message from Carol *** stating that the water heater had been delivered and that I need to put it back outside for Fedex to pick up on Monday morningHad Directbuy communicated that a water heater was shipping to me at the original price I paid, I could have canceled the alternative one I ordered and this would have been resolved without involving a complaint and the Revdex.com
To recap, I had to wait weeks to receive a water heater, had to pay $over what Directbuy quoted and charged me and now I have had to deal with handling and caring for the water heater they shipped to me without notice and still have not received an acceptable offer to resolve thisMy credit card has not been refunded either
I encourage the representative from Directbuy to consider this from my perspective and respond back with a fair and reasonable offer rather than being dismissive to my concerns or using disclaimers that are not relevant
Final Business Response /* (4000, 9, 2016/12/29) */
Our customer service team reached out to the consumer today and came to a mutually acceptable resolutionThe credit to his credit card was processed today as well
Final Consumer Response /* (2000, 11, 2016/12/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the phone call from Directbuy and the effort to find a mutually agreeable resolution
Initial Business Response /* (1000, 5, 2016/01/25) */
Contact Name and Title: M***
Contact Phone: XXXXXXXXXX
Contact Email: ***@directbuy.com
On December 12, the member attended a ninety-minute tour presentation at DirectBuy of Silicon ValleyAfter receiving an explanation of
the benefits of a DirectBuy membership, taking a personal tour of our showroom, and being given the opportunity to ask any questions he may have had, he made the decision to become a member
Membership cards are sent directly to members from the corporate office in Merrillville, IndianaI apologize for the delay the member experienced with receiving his cards, however he had complete access to the club and the ability to place orders as soon as he joined
DirectBuy provides our members with vendors, offering over a million productsWhile we can't guarantee that every item a vendor carries will be available to order, we feel confident, given the opportunity, that our staff would have been able to assist this member with locating the items he was searching for within his price point
DirectBuy locations are catalog only showrooms, with limited space for samples such as flooring and carpetWe are able to order samples directly from vendors such as Shaw and Mohawk for delivery to the member's homeWe also offer numerous vendors with hundreds of home improvement items such as kitchen appliances and plumbing fixtures to meet our members' needs
Additionally, 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)
The cabinet designer fee the member referred to covers the cost of the designer's time and customized drawingsIf the member goes forward with the cabinet order this fee is deducted from the order totalWhile pre-made retail cabinets may not fit the member's kitchen layout, cabinets ordered from the designer's specifications most certainly would
DirectBuy of Silicon Valley respects and adheres to all California statutes regarding cancellation periodsThe member's request to cancel his membership was made well past the day rescission periodWe do not feel this complaint warrants the cancellation or refund of this membership, however we would like to offer the member a $merchandise credit to be used on a future order placed through his DirectBuy membershipWe also encourage the member to schedule a time convenient to him to attend a new member orientation to learn how to search catalogs, place orders, and enjoy all the benefits of his membership
Mark ***
DirectBuy of Silicon Valley
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2016/01/28) */
DirectBuy's response is not acceptableThe salesman did tell us we could not use the services of DirectBuy before we received our membership cardsThe salesman said we would save enough money on our kitchen remodel to pay for the membershipHowever, the representative we spoke to after we received our cards (well past the hour cancellation period) said DirectBuy could not provide the cabinets to fit our kitchen designWe have since ordered pre made cabinets from a local cabinet shop that fit our design exactlyIf you don't believe DirectBuy is deceitful in its business practices, take a look at the hundreds of complaints on the webI should have done that myself before I signed up, but my trusting nature caused me to believe the salesman was not misleading usThat was a mistake I hope others do not makeI have not used any of the services that DirectBuy claims to offer, therefore I believe I am entitled to a complete refund of the membership feeI did indeed sign the contract agreeing to the terms of membership, however I did so as a result of the misleading representations of the salesman
*** ***
Final Business Response /* (4000, 9, 2016/02/05) */
Contact Name and Title: Mark *** Owner
Our relationship with the member is a contractual oneContrary to his assertions, we have not violated any provisions in our agreement with himPlease see our each of his claims, and following are our responses to each of those
The salesman did tell us we could not use the services of DirectBuy before we received our membership cards
The member had immediate access to our showroom that day, as well as the next day we were openIn fact, on the day of enrollment, he and his wife each signed a document (FINAL CHECKLIST) that we have learned addresses any miscommunications that can occur during the enrollment processSpecifically, #clarifies with no ambiguity, that the showroom is available to new members immediatelyIf there was any aspect of this document that was a concern to Mr***, he could simply have reversed the transaction at that timeThis document can be faxed or emailed if requested
The salesman said we would save enough money on our kitchen remodel to pay for the membership
According to the notes that were taken during the conversation with the members on December 12th, in response to a question from our sales associate about how much value the members saw in becoming a member, they replied that they would have savings above the group estimate of $27,over a year periodOur notes do not get in to detail as to "how much" aboveAdditionally, our notes indicate that they anticipated spending in excess of $26,just on their kitchenThese are numbers that communicate to us that the prospective member has enough purchases to get value out of the membership in excess of what they paid for the membershipIf a customer later changes their mind about the scope of a project which results in them spending less than originally thought, that is their prerogativeBut to imply that we mislead them about our savings is falseWe have no control over what a member intends to spend on a projectWe only know that at the time of purchasing the membership, they represented to us that they were spending in excess of what was needed to justify the investment in the membership
However, the representative we spoke to after we received our cards (well past the hour cancellation period) said DirectBuy could not provide the cabinets to fit our kitchen design
Regarding the cancellation period, as detailed above, the members had access to our showroom on the day they joined, and were welcome to come shopping immediatelyRegarding cabinetry that "fit" their kitchen, they called one of our cabinetry designers to setup an appointment for 1/7/While the designer did not have a customary 1-hour appointment time available that day, she did offer to meet with them on 1/7/to get a sense of their project and to obtain the design that they had which she could quote for them later that weekThe members did show up on the 7th and met with our designer, and in that brief encounter there was a conversation about a specific cabinet that was 27" wide in their kitchenOur designer communicated to them that in the pre-made cabinet brand that we sell (versus custom made), that specific size for that specific type of cabinet, was available in 24" and in 30"There was no time given to laying out the entire space given the standard sized cabinetry as the member lost interest in the conversation after this "issue" was discussedAccording to our cabinet designer, the entire interaction was less than minutesIn a standard minute design meeting (which we do not charge for) we would evaluate the entire space and make recommendations based on functionality and budgetNone of that occurred as the members did not pursue itIt is important to note that we offer our customers over a dozen different brands of cabinetry from pre-made to fully customWhile there are understandably fewer choices in a pre-made product, virtually any design can be accomplished by minor layout revisionsWe were never given the opportunity to explore that, nor discuss budgetary requirements
We have since ordered pre made cabinets from a local cabinet shop that fit our design exactly
Ok
If you don't believe DirectBuy is deceitful in its business practices, take a look at the hundreds of complaints on the webI should have done that myself before I signed up, but my trusting nature caused me to believe the salesman was not misleading usThat was a mistake I hope others do not make
DirectBuy has been in business for over years with locations across the US and CanadaLike all businesses, we try to fully satisfy every customerRealistically, that is not possibleWe address all complaints and that is one reason we have maintained an A+ rating with the Revdex.com for many yearsPerhaps the "hundreds of complaints" were from consumers similar to this member who, rather than reaching out to the business to resolve his concerns either in person or over the phone, chose to secretly contact his credit card company and have them dispute the charge with no notice to usWhen our service manager reached out to him the day we received the notice from the credit card company, he was not interested in meeting to resolve his disputeIt is ironic that the member learned about DirectBuy coincidentallyThey told us that they ran into someone in a park and began discussing their remodeling projectApparently, that individual was a DirectBuy member who encouraged them to come to the showroom and check us out given the scope of their projectAlso note that Home Depot has thousands upon thousands of complaintsThat does not make them a bad business, nor does it imply that they mislead their customer
I have not used any of the services that DirectBuy claims to offer, therefore I believe I am entitled to a complete refund of the membership feeI did indeed sign the contract agreeing to the terms of membership, however I did so as a result of the misleading representations of the salesman
As previously stated, contrary to the members claims of misrepresentation, he was presented with and signed both a Membership Agreement as well as the "FINAL CHECKLIST" that contradict his claimsWe have no control over the extent that a member uses their membership, and the agreement we mutually signed is not contingent upon use
Like any business, we want our customers to be happyAs always, I am willing to meet with the member in our showroom to discuss his concerns face to face
OFFER:
We are willing to meet the member in our showroom to discuss his concerns in person
Final Consumer Response /* (3000, 16, 2016/03/22) */
Revdex.com CASE#: XXXXXXXX
The owner of the Mountain View DirectBuy, Mr *** has his talking points down patHe must be well practicedHe repeats his assertion that we could have shopped on the day we signed the contract and denies our statement that the salesman said we would have to wait until we got our membership cards to shopOn our way out, the receptionist said the store would be closed for two weeksThe salesman also promised us we would save enough money on our remodel to pay for the membership feeAfter we received our membership cards and the store reopened, we visited the store to find items for the kitchen remodel, flooring and carpetHowever we could not find one item we could useWe left the store realizing we had been scammedIt was after the visit to the store that we decided to make every effort possible to get our money backI believe the delaying actions were a deliberate attempt to keep us from knowing we had been scammed until after the hour cancellation period had passedIf we knew within the hour time limit that we had been deceived, we certainly would have cancelled the contract
The contract clearly states that signing the contract indemnifies DirectBuy from any misleading statementsI believed that statement was referring to actions of vendors, not the misleading statements of a dishonest salesmanThe fact that the statement is in the contract appears to be an effort to prevent customers from making the claims I am making
Mr *** compares his business with Home Depot, however there is no comparisonHome Depot does make the same claim of deep discounts as DirectBuyHome Depot does not require a $7,fee to shop there and then refuse to refund that fee when customers learn of their deceptive business practicesHis facts about our visit to his store was not accurate either; we spent about forty five minutes in the store conversing with two different representatives as well as looking at samples and catalogsAlso, our dog was not in the car waiting to go the vet
It is clear in my mind (and apparently in the minds of many others) that the business practices of DirectBuy are purposefully deceptive and dishonestIf I were wrong, the New York Attorney General would not have reached a settlement with DirectBuy for $500,for their business practicesThe extraordinary number of complaints from across the United States and Canada define the shady business practices of this company
There is no rational justification (except for greed) for not refunding every penny we paid for promised services, but could not find at DirectBuyMr*** offer of a $merchandise credit is not sincereWe are of the opinion that we have been defrauded from the beginning and are very distrustful of DirectBuy's business practicesWe have not used any service at DirectBuy and will not in the future for the reasons I have stated
*** ***
Initial Business Response /* (1000, 6, 2016/02/04) */
Contact Name and Title: J***
Contact Phone: XXX-XXX-XXXX
Consumer received a replacement unit in December
OFFER:
Initial Business Response /* (1000, 5, 2016/12/02) */
Thank you for bringing this to our attentionDirectBuy, Incstrives daily to make the most current vendor updates readily available to our membersOur vendors make the final decision in product offerings to DirectBuy membersIf the member is
interested in an item that is not available through their membership, we offer access to our Concierge Shopping team; who is on standby with extended hours to assist in finding any and all comparable productsAccording to our records, the consumer's complaint in regards to the Grohe products have been resolvedWe, as a company, will continue to dedicate our time and efforts in providing the best customer experience possibleWe are unable to agree to the terms of the consumer's desired resolution; however, we encourage the consumer to contact Concierge Shopping at X-XXX-XXX-XXXX for assistance regarding product availability
Initial Consumer Rebuttal /* (3000, 7, 2016/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There still has been no resolution as to the deceptive practices of which vendors are availableThey issued a PO for a lighting fixture from Elan LightingThey cancelled the PO without any notification or explanationIn another example, Drexel Heritage was listed on their website as a vendorI submitted a request for a price quote on several Drexel Heritage productsI have not received any acknowledgement whatsoever as to my pricing request, and now the vendor is mysteriously missing from their websiteThis is bait and switch
Final Business Response /* (4000, 20, 2017/01/27) */
We want to resolve this complaint and come to a final resolutionOur company adamantly denies any illegal activityThe consumer has multiple open orders with us and we greatly appreciate her businessAs stated before, we value this membershipWe are willing to issue an *** credit that would expire on 1/27/in addition to the month membership extension that has already been implementedThe credit is offered for the issues with the Elan Lighting purchase orderThere was a purchase order created for Elan Lighting and we were unable to fulfill the order; therefore, we have no problem issuing a credit for thatWhen the member accepts this offer the credit will be issuedWe are not able to issue a credit for the Drexel Heritage issue because a purchase order was never created for that vendorOur Concierge Shopping department has attempted to contact the consumer to provide more suggestions of vendors who offer custom designs, in hopes that the member can design a dining set that suits her likingIf she decides to move forward with the custom design options, our Concierge agents are standing by
Final Consumer Response /* (2000, 23, 2017/01/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/07/21) */
Contact Name and Title: Maureen / Member Relation
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@directbuy.com
Thank you for bringing this complaint to our attentionWe have already been in contact with the member regarding this
matter and have made an offer of resolutionWe understand the member's disappointment regarding the closing of their local showroomMost DirectBuy locations are independently owned and operated franchises, as was the case with DirectBuy of RichmondThe decision to close this location was made by the franchisee which was owned by DBRV, LLC, who were the recipients of the member's membership fee
DirectBuy, Inctook immediate steps to provide all members of the Richmond location with the ability to continue to receive all their DirectBuy membership benefitsAll DirectBuy locations are catalog only showrooms; there is no physical stock for members to viewThese same catalogs are available through Home Shopping; associates are also able to send fabric and flooring samples directly to the member's home
The member purchased a membership in the DirectBuy buying organization, not an individual location (Grant of Membership, section of the Membership Agreement)The privileges associated with this membership entitle the member to buy directly from the manufacturer, or their authorized dealer, at discounted pricesThese privileges are still available to the member through the DirectBuy, IncHome Shopping program and website
Since membership benefits have not been discontinued, a refund of membership fees and/or cancellation is not warranted by our officeHowever, we stand by our original offer of a $merchandise creditWe look forward in providing our member with all their DirectBuy membership service and benefits
OFFER:
$merchandise credit
Initial Consumer Rebuttal /* (3000, 7, 2015/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1."All DirectBuy locations are catalog only showrooms; there is no physical stock for members to view." - I have a letter of them selling a physical showroom to come view products
2.I did not ask for a refund of membership fees, only cancellation moving forwardI am not seeking money spent
"DirectBuy, Inctook immediate steps to provide all members of the Richmond location with the ability to continue to receive all their DirectBuy membership benefits." - My benefits have changedI requested the link to the discount car buying service I had before and was advised through email and phone conversation that it was a Richmond practice and no longer available
4.In explaining their position they continue to mention fabric samples being sentDo they plan to send a sample refrigerator? Do I have to pay for the shipping of that refrigerator for viewing? If I don't like it will I have to pay to send it back?
The $offer wasn't for me exclusivelyThat offer was made before the complaintSo for them to say they offered a resolution is untrue
"All DirectBuy locations are catalog only showrooms; there is no physical stock for members to view." That was a quote and a oneThere was physical stock for members to view in RichmondThere were beds, carpets, windows, hardwood floors etcI saw the different windows and purchased the one I thought was the bestNoI didn't purchase the one on the floorYou don't do that in most stores, but I did see what I wantedThere were refrigerators alsoI wouldn't purchase one on line
Initial Business Response /* (1000, 5, 2016/10/04) */
This situation has been resolved to the member's satisfaction
Initial Consumer Rebuttal /* (2000, 8, 2016/10/12) */
DirectBuy has agreed to work with us to resolve this matterWe would like to close out this complaint
Thank you
Initial Business Response /* (1000, 7, 2016/02/04) */
Hi ***,
Our records show that the club emailed our Member Relations department on 11/6/stating that the below named member was refundedOn or about 11/25/the Naperville location ceased operations, therefore I'm assuming this is
probably why there was an oversite to respond to this old Revdex.com complaintPlease close on your end
Best Regards,
***
Initial Business Response /* (1000, 5, 2016/02/04) */
Contact Name and Title: Janet *** - Legal
Contact Phone: XXXXXXXXXX
Contact Email: ***@directbuy.com
Thank you for bringing this complaint to our attentionWe have reached out to the consumer and have resolved this complaint to
their satisfaction
OFFER:
Initial Business Response /* (1000, 5, 2016/08/30) */
Thank you for bringing this complaint to our attentionWe understand the member's disappointment regarding the closing of his local showroomMost DirectBuy locations are independently owned and operated franchises, as was the case with
DirectBuy of Greater Kansas CityThe decision to close this location was made by the franchisee, Direct Plus, LLC, which was owned by *** *** and *** *** who were the recipients of the member's membership fee
DirectBuy, Inctook immediate steps to provide all members of the Lenexa location with the ability to continue to receive all their DirectBuy membership benefits, including access to our exclusive Concierge ShoppingConcierge Shopping allows members to make purchases from over DirectBuy vendors, with complete access to catalog and pricing information, from the comfort of their own homeConcierge associates are also able to ship samples, such as flooring, fabric, tile, etc., directly to the member's home
Our 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 SundayIf the member has any questions we encourage him to call the Concierge Shopping toll free number, XXX-XXX-XXXX, and speak directly with an associate
We have also retained a local consolidator, STI/All Points - XXXXXX *** *** Drive, Kansas City, KS - for receiving orders that are not able to ship directly to the member's home via UPSSTI/All Points receives and inspects orders, then contacts the member directly to make delivery arrangementsAdditionally, we have contracted with local cabinet, interior designers, and installers who will schedule appointments with the member, in the member's home, to work personally with them on designs
Our recently re-launched members-only e-commerce website - my.directbuy.com is also available to the member from the comfort of his own homeWith better search capabilities, faster load times, improved images and item descriptions, and a more-appealing overall design, the new *** is bigger and better than ever, offering over 250,items which can be viewed online, more than 230,of those items are available to order onlineThis information was made available to DirectBuy of Greater Kansas City members via email and on their DirectBuy members' website immediately after the club closed
Our records show that this *** placed orders totaling over *** since becoming a DirectBuy memberWith the services made available to him through our Concierge Shopping, the member will be able to continue enjoying all the savings benefits his DirectBuy membership
This member's membership fees were paid directly to *** *** and *** *** While they may decide to make the requested refund, we do not feel that a refund from our office is appropriate
Initial Consumer Rebuttal /* (3000, 12, 2016/10/19) */
Why is this case just closed after receiving the response back from Direct BuyNo we are not satisfied with this answer and still believe we should have some type of compensation for closing a store that we had agreed to be our business formatIt is a breach of contract that they can take away our agreement and not have any repercussionsPlease explain here
Final Business Response /* (4000, 14, 2016/10/21) */
When he joined DirectBuy the member was granted a membership into the DirectBuy buying organization; his membership was not limited to a specific location (see Grant of Membership section on Membership Agreement)All of his membership benefits continue to be available to him through DirectBuy, IncIn an effort to promote positive consumer relations we are willing to offer him a *** merchandise credit on a future order placed with his DirectBuy membership, however no additional compensation is warranted
Initial Business Response /* (1000, 5, 2015/09/01) */
Contact Name and Title: Brandi J./*** Relation
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 /* (3000, 8, 2015/09/09) */
Subject: Refund Request from Direct Buy - Membership # ***
Following is brought to your kind notice
I live here in Windsor, ONCanada
I am a *** of Direct Buy since
I have been paying my yearly subscription regularly
Direct Buy has moved from Windsor, ONTo London, ONThis is
It is not appropriate and feasible to do shopping in London, ON
I had requested the Direct Buy to cancel my membership and refund Fees
There is no response from Direct Buy
I request you to please intervene and help me get my money back
Thanks miles away from here
my Basic Membership
*** ***
A copy of the letter written to Direct Buy is enclosed for your ref
My Dear ***
I got all your renewal reminders,
I had taken this membership as the DirectBuy show room was located here in WindsorNow this showroom has been moved to London, ONwhich is quite a distance from hereI donot think it is reasonable to continue with this membership
Thus, I shall request you to please cancel my membership and, refund my basic Subscription Fee,
I shall be thankful to you
Final Business Response /* (4030, 13, 2015/09/09) */
Thank you for bringing this complaint to our attentionWe understand the ***'s disappointment regarding the closing of their local showroom in December Most DirectBuy locations are independently owned and operated franchises, as was the case with DirectBuy of WindsorThe decision to close this location was made by the franchisees, who were the recipients of the members' membership fee
DirectBuy, Inctook immediate steps to provide all members of the Windsor location with the ability to continue to receive all their DirectBuy membership benefits at DirectBuy of LondonAs a convenience to those members that had a longer trip as a result of the transition, members were given the ability to process their orders from start to finish outside of the center from the comfort of their own home by calling and emailing DirectBuy of London
This ***'s membership fees were paid directly to the franchisee of DirectBuy of Windsor in February The *** chose to pay optional renewals and his membership expired in April Therefore, we do not feel that a refund from our office is appropriate
Initial Business Response /* (1000, 21, 2015/08/13) */
Contact Name and Title: Brandi J./Member Relation
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 /* (2000, 24, 2015/08/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Direct buy to refund $of the membership fee