Initial Business Response /* (1000, 5, 2016/07/29) */
The member purchased a year DirectBuy membership on March 18, 2014, from DBHS, LLC dba DirectBuy of Houston South, which was owned by *** *** the recipient of the member's membership feesWhen Mr*** closed the Houston club on May 27,
DirectBuy, Incimmediately took steps to provide the club's members with all their membership benefits through, but not limited to, our Concierge Services
The member first contacted DirectBuy, Incon March 28, to request a refund of her membership citing pricing issuesOur associates worked with the vendor to ensure the member received the best possible pricing, which in this case represented over a *** *** dollar savings; however the member was not satisfiedIn an effort to bring this issue to resolution, DirectBuy, Incoffered the member several options including a pro-rated refund totaling over *** a *** merchandise credit toward a future order, and a free one year membership renewal valued at *** the member rejected all of these offers
We are still willing to provide the above-mentioned offers to bring this matter to closure, however the membership fees were paid directly to *** *** not DirectBuy, IncWhile Mr*** may decide to make the requested refund, we do not feel that a refund from our office is appropriate
Initial Consumer Rebuttal /* (3000, 7, 2016/08/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We were told that Mr.*** *** was bought outSo when they bought out Mr*** they bought out our contract and everyone else's that was with Mr*** *** But they made changes to the contract that we signedI have a copy of the email the offer was not refund of *** *** merchandise creditIt was *** with Release and Assignment of ClaimsThey are again not telling the truthThey refund me our full *** we will be glad to closure this matterSee attached!
Final Consumer Response /* (4200, 11, 2016/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told by a person in the Woodlands that *** was bought out and which was buying other DirectBuysIf you review the emails I forward *** T first response DirectBuy did not do refunds, but offered a one year free renewal which is *** A few weeks later she came back an offer *** merchandise and later increased to *** Few weeks later the *** was offeredWe were told that we would be able to go in and sit with a representative in person to help us make selectionsI tried their Concierge as we were asked and it was a waste of timeHe was supposed to get back to me a the pricing and he never didA month later *** sends me an email saying that someone in Concierge would be getting back to meI had already purchase it from a storeThis is not what I signed up forI want a full refund
Final Business Response /* (4000, 13, 2016/08/05) */
We have no way of knowing what the member was told, or by whom, but the information she received is incorrectAdditionally, it is not DirectBuy, Inc.'s policy to refund membership fees we did not receiveOur associate made every effort to find a reasonable resolution to the member's complaint, even going so far as to offer a pro-rated refund at our costWe believe we have made good faith effort to resolve this complaint, no additional compensation will be offered
Initial Business Response /* (1000, 5, 2016/08/01) */
Thank you for bringing this complaint to our attentionThe members attended a minute presentation at DirectBuy of Cincinnati on August 3, After receiving an explanation of the benefits of a DirectBuy membership, and being given an
opportunity to ask any questions they may have, the members made the decision to purchase a membership, making an initial down payment and financing the remaining balanceThe previous club owners, *** *** were the recipients of the members' membership fees
Our records indicate that the members have not made a purchase to dateWe encourage our members to use their DirectBuy membership and enjoy the associated savings benefits, however the members' financial responsibility for their membership is not based on use of the membership, nor is it a condition for cancellation
The members have been in contact with our Member Relations department regarding this issueIn an effort to bring this matter to resolution the members were offered a *** merchandise credit to be used on their next order, and a year renewal at no cost to themThis is the first notice we have received indicating the members were dissatisfied with their DirectBuy membershipDirectBuy, Incwas not the recipient of the members' membership fees, nor does this complaint warrant a refund form this office, however we are still willing to provide the members with the merchandise credit and free one year renewal as previously offered
Initial Consumer Rebuttal /* (3000, 7, 2016/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
if you see our initial Revdex.com complaint regarding this issueWe were promised verbally in this min presentation that if we were unable to find products we found to be a discounted value or items we needed that this would be a risk free purchase since they guaranteed we would be satisfiedif not they would refund any money for membershipYes we signed the contract and when I realized that was not in writing I contacted the company immediatelyAfter multiple attempts to contact the company we contact the Revdex.comThey immediately sent the letter that I provided Directbuy, placing that verbal agreement in writingI would have stopped paying the month installment if I had know you wouldn't honor that, and that the guarantee was not trueI naively assumed since it was placed in writing it would be acceptable
Final Business Response /* (4000, 9, 2016/08/08) */
DirectBuy, Incwas not a participant in any conversation the member may, or may not have had with the former club staffAny statements made which were not a part of the written contract would have been the sole responsibility of the former club owner, not DirectBuy, IncAdditionally, the Membership Agreement clearly states (page 2, ADDITIONL MATTERS) that the member is not relying on any verbal statements different from those made in the Membership Agreement when purchasing their membership
ADDITIONAL MATTERS: This Membership Agreement, the DirectBuy Membership Guide and Benefit Summary constitute the entire agreement and understanding between usYou agree that in coming to your decision to join DirectBuy, you have not relied on any oral or written statements, representations, agreements, or promises, different from those made in this Membership Agreement, the DirectBuy Membership Guide and the Benefit Summary, and that no such differing oral or written statements, representations, agreements, or promises will have any force or effect
We are still willing to provide the member with the previous offer of a *** merchandise and a free one year membership renewal, however as DirectBuy, Incwas not the recipient of these membership fees, a refund based on this complaint is not warranted from our office
Final Consumer Response /* (4200, 11, 2016/08/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have taken over the business from local market (direct buy)I do not accept this I have in writing that this was offeredThat should be sufficient
Initial Business Response /* (1000, 5, 2015/08/05) */
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 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 Columbia, SCThe decision to close this location was made by the franchisee which was owned by BA, LLC., who was the recipient of the members' membership fee
DirectBuy, Inctook immediate steps to provide all members of the Columbia 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 homeOur 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 have any questions we encourage them to call the Home Shopping toll free number, XXX-XXX-XXXX, and speak directly with an associateWe have also retained a local consolidator, On Time Services, Queen Parkway, West Columbia, SC for receiving of orders that are not able to ship directly to the members' home via UPS
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 217,viewable items, of which more than 195,of these items available to order onlineThis information was made available to DirectBuy of Columbia, SC members via email and on their DirectBuy members' website immediately after the club closed
This member's membership fees were paid directly to Ba, LLC; therefore we do not feel that a refund from our office is warrantedHowever, we look forward to providing them with all their DirectBuy membership service and benefits
OFFER:
As a courtesy, we have offered and applied a $merchandise credit to this member's account
Initial Consumer Rebuttal /* (3000, 7, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not know who BA, LLC is and I have never heard that name or seen that name on any papers that I signedOn the front of the building it said DirectBuy, on all the paperwork that I signed it said DirectBuy and all of the people stated they were with DirectBuyThe major point in me joining was the opportunity to recoup my investment by bringing in new membersThe store closing eliminated any of that possibilityIf you look at the benefits tab in their corporate membership guide which on the back is copyrighted by DirectBuy Incpage membership referrals "The benefits of DirectBuy Club don't stop at unmatched savings, exceptional selection and personalized customer serviceAs a member, it's easy to share DirectBuy Club with your friends and family, and earn big rewards in the process"And then we were handed the form, which we have a copy of with DirectBuy printed right on the top, and the program was explained as to how easy we could make our investment back and still have all the benefits and savings of DirectBuyIt was presented, offered, accepted, explained and back up with documentation from the store and corporate, after which I wrote a check for $for a Platinum MembershipI'm knew through hard work that I could recoup my investment through membership referralDirectBuy Corporation has responsibility to its members and for the franchiseesIf a franchisee is offering something that DirectBuy disagrees with they have a responsibility to correct the problem
Final Consumer Response /* (4200, 11, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You were right I apologize because the membership agreement which was the last sheet that I read and signed, it stated the grant of membership BA, LLC, the independent owner of DirectBuy of Columbia South Carolina hereby grants you the individual signing below a membership in its DirectBuy buying organizationIt further states that in the membership agreement, the DirectBuy membership guide, the benefits summary and travel guide, taking together, spell out the benefits as well as the rules and responsibilities of your direct buy membershipAs part of that membership guide was the member referralThe agreement also states that the signee agrees that they may revoke or suspend your DirectBuy membership if you fail to keep these promises, if you fail to follow the member rules, if you fail to fulfill your membership responsibilities, or if you engage in unacceptable conduct at our club are in dealing with our club staffSo the member has to agree to the promises that we have made to DirectBuy or you will revoke our membership, but direct buy feels no obligation to honor the promises that were given an their memberI feel that you have not kept your promisesSo I'm requesting to revolt my membership and receive my money back
Final Business Response /* (4000, 13, 2015/08/19) */
Contact Name and Title: Maureen/Member Relations
Thank you for bringing the member's rebuttal response to our attentionWe have been in direct contact with the member
OFFER:
Offered to reset the day and allow member to attempt to obtain referralsIf referrals joined DirectBuy, we would refund her membership in full and she would remain an active memberShe would also retain the $merchandise credit previously offeredWe would send her details to follow
Member rejected offer completely
Initial Business Response /* (1000, 5, 2017/08/22) */
Thank you for bringing this complaint to our attentionWe understand that you are concerned about the shipping fees offsetting the savings you would experienceThe fees enable members to receive below market freight, timely delivery and
inspection of all merchandise to ensure first-quality condition
We can assure you that the savings you'll experience over the lifetime of your membership outweigh the costs of shipping and handling fees - mostly because these fees do not adversely affect the savings you'll experienceIf you can find products at a similar or lower cost, including shipping costs, we do have our Savings Guarantee in placeThis guarantees a percentage of savings over what is offered from outside retailers
We hope this helps to alleviate your concerns, although we are not able to waive the shipping fees associated with orders placed through DirectBuy, in the interest of positive consumer relations, we would like to offer the consumer complimentary enhanced home deliveries and a courtesy renewal
Initial Consumer Rebuttal /* (3000, 12, 2017/09/11) */
Again what I signed up for was a showroom in RI where I could look at catalogs have salespeople help me and a warehouse to receive merchandise like a light bulb that I could pick up and not have to pay delivery fees from the company of purchase to a warehouse in Massachusetts which is miles from RI and further pay delivery fees with this company to deliver itThis is not what I contracted for, paying over *** dollars and hundreds of dollars a year in renewal feesIf this had been the case initially I can assure you I would not have signed upWhat you are offering is not enoughI need to have a better resolution and I want people to be aware of what you are doing
Final Business Response /* (4000, 14, 2017/09/15) */
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 Rhode IslandThe decision to close this location was made by the franchisee, DB Rhode Island, LLC, who were the recipients of the members' membership fee
DirectBuy took immediate steps to provide all members of the Rhode Island location with the ability to continue receiving all their DirectBuy membership benefits, including access to our Concierge programConcierge allows members to make purchases from DirectBuy vendors and receive catalog and pricing information from the comfort of their own homeOur vendor's catalogs are easily accessed from our DirectBuy website
Our Concierge agents are available to assist members with product searches, price quotes, and acquiring samples of fabrics, wood finishes, and flooring, all of which can be sent directly to the member's homeIn addition, members have access to cabinet design servicesConcierge can be reached by phone, fax, and email days a week, 9:00am - 9:00pm M-F, 9:00am - 5:00pm Saturday and SundayIf members have any questions, we encourage them to call the Concierge toll free number, XXX-XXX-XXXX, and speak directly with an agent
In the interest of positive consumer relations, we would like to add to our previous offer an additional courtesy renewalIn total the member would receive two courtesy renewals and two complimentary enhanced home deliveriesWe look forward to providing them with all their DirectBuy membership service and benefits in the near future
Initial Business Response /* (1000, 7, 2016/06/17) */
Contact Name and Title: ** ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@directbuy.com
DirectBuy, Incwas not the recipient of this member's membership fees, yet we have continued to provide the member with all the benefits of
his membershipAlthough a refund from our office is not warranted, I sent a resolution offer, via email, directly to the memberAs soon as the member provides a response I will go forward with the resolution offered
Initial Consumer Rebuttal /* (2000, 9, 2016/06/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Ms*** made me an offer and I acceptedI have sent her the requested documents
Initial Business Response /* (1000, 5, 2016/09/19) */
Contact Name and Title: ** ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@directbuy.com
On October 9, the member purchased a year DirectBuy membership by making a down payment and financing the balance with a third party
finance companyWe 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
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)
DirectBuy, Inctook immediate steps to provide all members of the Lenexa location with the ability to continue receiving all of 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 members' homesOur 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 Sunday
Although DirectBuy, Incis continuing to provide this member with all his DirectBuy savings benefits, in an effort to maintain positive consumer relations we are willing to cancel this membership and forgive the remaining financial obligation; no refund of fees already paid will be madeWe will contact the member directly, via the email address provided in his complaint, regarding the official cancellation paperworkOnce this has been completed the membership will be cancelled and we will notify Beta Finance Company, Inc., and request they send the member confirmation that his account has been closed with a ** balance
Initial Business Response /* (1000, 5, 2015/07/29) */
Contact Name and Title: J***
Contact Email: ***@directbuy.com
Thank you for the opportunity to address this ***'s concerns
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 Pricing Promise information can be found by the member on the DirectBuy members' website
DirectBuy, Inchas taken immediate steps to provide all members of the Greenville 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 homeOur 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 her/him to call the Home Shopping toll free number, 800-647-6733, and speak directly with an associateWe have also retained a local consolidator located just miles from the member's home, for receiving of orders that are not able to ship directly to their home via UPSThe consolidator receives the order, inspects the contents, and then contacts the member directly to make delivery arrangements
OFFER:
We look forward to assisting our member with future inquiries and orders and offer a $merchandise credit to purchase merchandise using our Home Shopping serviceWe are also happy to extend their membership for an additional year at no charge to them to provide additional time to take advantage of the benefits of their membership
Initial Consumer Rebuttal /* (3000, 7, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have paid over $so far to Direct Buy with out ordering one single thingBy the time the contract is up, we will have paid them over $There has not been one single item that we could use for our new house that would have saved us money when you calculate how much you would have to purchase to recoup any portion of the membershipI have yet to have a phone call back to discuss cancelling the membershipAll I get are emails with adsWe do not find anything beneficial in trying to call someone at this company that will address our concernsWhen you read the horror stories from other people dealing with Direct Buy its scaryWe just want it cancelled, nothing more
Initial Business Response /* (1000, 5, 2015/06/29) */
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 Business Response /* (1000, 5, 2015/10/12) */
Thank you for bringing this complaint to our attention. We understand the members' disappointment regarding the closing of their local showroom. Most DirectBuy locations are independently owned and operated franchises, as was the case with...
DirectBuy of Fort Myers. The decision to close this location was made by the franchisee, DBFM, LLC, which was owned by Jerry Letendre, who was the recipient of the Banes' membership fee.
DirectBuy, Inc. took immediate steps to provide all members of the Fort Myers location with the ability to continue to receive all their DirectBuy membership benefits, including access to our exclusive Home Shopping program. Home Shopping allows members to make purchases from all DirectBuy, Inc.'s corporate vendors (over 700 U.S. vendors offering over a million items to our members), with complete access to catalog and pricing information, from the comfort of their own home.
Our associates are available by phone, fax, and email 7 days a week, 9:00am till 9:00pm M-F, 9:00am till 9:00pm Saturday and Sunday. All DirectBuy locations are catalog only showrooms, our Home Shopping associates are able to offer the members all the shopping benefits they would have received at the Fort Myers location, including custom kitchen and bath design. If the members have any questions about the Home Shopping program we encourage them to call the Home Shopping toll free number, XXX-XXX-XXXX, and speak directly with an associate.
We have also retained a local consolidator, Ron's Delivery Service, located at XXXX-X Bruner Lane, Fort Meyers, for receiving of orders that are not able to ship directly to the members' home via UPS. Ron's Delivery Service receives the order, inspects the contents, and then contacts the [redacted] directly to make delivery arrangements.
Our recently re-launched members-only e-commerce website -my.directbuy.com is also available to the members from the comfort of their own home. With 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 and offers over 130,000 items available to order online. This information was made available to DirectBuy of Fort Myers members via email and on their DirectBuy members' website immediately after the club closed.
Our records show that the members have used their DirectBuy membership to purchase over
$2,400 worth of merchandise since they became members, with the most recent order being place on July 26, 2015. DirectBuy, Inc. did not receive the membership fees associated with the members' membership, therefore we do not feel a refund from our office is warranted; however we would like to offer them a $200.00 merchandise credit toward a future DirectBuy order.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I got the letter with DirectBuy's response and am surprised how simple it appears for responsible parties to avoid honoring any liability by simply sending you a predominantly canned response that they are not responsible. I am 100% not satisfied with the response. I can send you a copy of my contract with DBFM and it clearly states on it that the purpose is to benefit DirectBuy Inc. If that is the case, then DirectBuy Inc. DID in fact enjoy access to the proceeds of at least part of my membership fees. If that is not the case, then I now have grounds to file fraud charges agains DBFM or the officers thereof, for stating as much in their contract, which will be my next task depending on the resolution of this issue. Additionally, it is common knowledge that the nature of a relationship between a franchisor (DirectBuy Inc.) and a franchisee (DBFM) requires that franchisees pay the franchisor substantial fees for use of their name, logos, work processes and brand recognition so DirectBuy Inc.'s claim that they received no money from my transaction with THEIR franchise would be laughable if it were not so insulting and a clear attempt to avoid providing any fair remuneration.
I also see that DirectBuy's letter dazzles those unfamiliar with the reality of their services by claiming that there are so many products and options available to us as members through their "recently re-launched members-only e-commerce website - with better search capabilities, faster load times, improved images and item descriptions, and a more appealing overall design" which is " bigger and better then ever with over 130,000 items available online, " from the comfort of our own home". This letter is so full of smoke and mirrors it sounds as if they are trying to sell YOU a membership as they defend themselves from my claims. They can put all the sales pitchy adjectives in their letter that they want but what they say is not really how it is. Even if it were remotely as convenient as they claim, that does not negate the fact that an online shopping portal with only 130,000 of the "over a million items" I paid for access to IS NOT WHAT I CONTRACTED AND PAID FOR NO MATTER HOW COMFORTABLE MY HOME IS. It is entirely IRRELEVANT to my claim.
Let me give you an example of how this new service compares to the one we paid for. One of the items we bough was a poker table. I sifted through 5 or 6 books in the showroom with pictures of 20 different tables before he saw one that I liked the most and ordered it. We looked at the table options online and still to this day, there is only 1 poker table available. Perhaps he would have access the same 20 tables by calling the customer service number for purchasing assistance but then what? Are we supposed to ask the customer service rep to describe each of them and hope that the image in our head of the table they described is accurate? The only way this would be of any use is if you already know exactly what table model number (or any other manufacturer's product part number) you want and you are just calling to see if they have it but that is more like sourcing than shopping. This a stupid and completely impractical way to 'shop' would you not agree? Nothing about it is convenient no mater how comfortable our chair is where we are calling from.
This is not an isolated incident as you may have seen from the other similar complaints on DirectBuy of Fort Myers's Revdex.com page that were closed as "resolved". If they can refund other members in my situation then why not me as well? Why am I the exception? Does their refund of other customers not show there is some liability here or why would they refund anyone's money? Just look up all the complaints online, there is no shortage of them. This company is dirty and without scruples and someone needs to go after them and protect us consumers. I wish I had read all the complaints about them before signing an agreement but they tell you that if you don't sign that day that you will never be able to join them again later.
Final Business Response /* (4000, 9, 2015/10/27) */
Contact Name and Title: M. [redacted]
Cancellation and refund requests are handled on an individual basis, as the circumstances of each situation is unique. In this instance all of the membership benefits are still available to the member through our Home Shopping Program and my.directbuy.com. These two services provide members with access to all DirectBuy corporate vendors and the items they offer.
DirectBuy locations are catalog only showrooms, no inventory or stock merchandise is available to inspect. Samples available to members at a club location are also available to members via Home Shopping. Our associates can send fabric, flooring, and window treatments samples directly to the member's home. Home Shopping associates are also available to work one-on-one with members, researching items they are interest in and meet the member's specifications. Associates assist members with viewing items on the manufacturer's website and can also provide them with pages from the manufacturer's catalog to review. The number of online items the member refers to does not take into consideration the tens of thousands of items available through Home Shopping. In addition, local designers are available to come to the member's home for cabinet, kitchen, and interior design.
As the franchisor, DirectBuy, Inc. received a royalty portion of this member's membership fees; the former franchisee, DBFM, LLC was the recipient of the remaining balance. In an effort to bring this matter to resolution DirectBuy, Inc. is willing to cancel the membership and refund the member with the portion of the fees we received. The member would need to contact DBFM, LLC directly for any additional refund.
OFFER:
If the member prefers to remain a DirectBuy member we are still willing to provide the previously offered $200.00 merchandise credit toward a future offer. If he chooses to go forward with the cancellation and receive a refund of the royalty amount received please have the member contact me directly.
Initial Business Response /* (1000, 5, 2015/07/13) */
Contact Name and Title: Nicole S. [redacted] Relation
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@directbuy.com
Thank you for bringing this complaint to our attention. We understand the members' disappointment regarding the...
closing of their local showroom. Most DirectBuy locations are independently owned and operated franchises, as was the case with DirectBuy of Richmond. The decision to close this location was made by the franchisee, DBRV, LLC, which was owned by Rand Falbaum, Jerry Letendre, and Marty Kent, who were the recipients of the members' membership fee.
DirectBuy, Inc. has taken immediate steps to provide all members of the Richmond location with the ability to continue to receive their DirectBuy membership benefits, including access to our exclusive Home Shopping program. Home Shopping allows members to make purchases from DirectBuy vendors, with complete access to catalog and pricing information, from the comfort of their own home. Our associates are available by phone, fax, and email 7 days a week, 9:00am till 9:00pm M-F, 9:00am till 5:00pm Saturday and Sunday. If the members have any questions we encourage them to call the Home Shopping toll free number, 800-647-6733, and speak directly with an associate.
We have also retained a local consolidator, STI/Professional Moving & Storage, located at 2209 Station Road, Richmond, VA, for receiving of orders that are not able to ship directly to the members' home via UPS. STI/Professional Moving & Storage 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 the members from the comfort of their own home. With 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 and offers over 130,000 items available to order online. This information was made available to DirectBuy of Richmond members via email and on their DirectBuy members' website immediately after the club closed.
OFFER:
The member's membership fees were paid directly to [redacted] and [redacted] While they may decide to make the requested refund, we do not feel that a refund from our office is appropriate. However, in the interest of promoting positive consumer relations; we have already offered this member and documented a $500 merchandise credit to be used toward a future DirectBuy order.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We believe that corporate entities are responsible for the actions of franchisees. In order to display good corporate governance, it is in Direct Buys' best interests, as well as ours to refund the fees and seek reimbursement from the franchise owners. This response is the first we have even seen of the names of the owners, and we still haven't been provided the address or telephone numbers we requested last month. We did not contract for an online shopping service.
Final Consumer Response /* (2000, 9, 2015/07/21) */
Ms. Anciani-Dutt,
Reference Complaint ID#: 26061612; Business Name: DirectBuy, Inc.
The response from the company to issue a refund was exactly what we had hoped for. Thank you for your assistance and the complaint can be closed as Satisfied.
Sincerely and with thanks to all,
[redacted] and [redacted]
Initial Business Response /* (1000, 5, 2015/05/12) */
Contact Name and Title: [redacted] - [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]@DirectBuy.com
Thank you for bringing this complaint to our attention. We understand the member's disappointment with the difficulties...
she has had with the website. We continue to make strides in updating our member website experience and have an IT Support Team available to assist them.
OFFER:
We have taken the liberty of giving this member a complimentary upgrade from the Term Non-Renewable membership to a Gold Renewable membership and a complimentary extension to May 30, 2016. We look forward to providing this member with all the DirectBuy membership service and benefits.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Just so Direct Buy fully understands, it was not simply the issues with the website but also the lack of a local club. The website just added insult to injury as it never works correctly and it is the only means to now access the club that I paid for.
All I am asking for is an extension on the expiration from the time the club went out of service locally until now. If I am reading the resolution offer correctly, Direct Buy is providing a complimentary extension of my account for 1 year regardless of my decision to upgrade to a Gold renewable membership? If that is the case then yes, I accept this offer. I am not sure I want to upgrade as my experience so far has not been positive. Please get back to me with the details of the resolution.
Initial Business Response /* (1000, 4, 2015/06/24) */
All complains needs to be directed to DirectBuy Corporate in Merrillville Indiana,
We went out of business and I am no longer the contact person
Sent from my iPhone
Initial Consumer Rebuttal /* (3000, 6, 2015/06/24) */
(The...
consumer indicated he/she DID NOT accept the response from the business.)
They go out of business regularly, that's how they operate. They open up take a bunch of memberships then close down and move somewhere else. These memberships cost between $4000 and $5000 so they are really raking in the money then closing. Please pass my complaint to the head office in in Merrillville Indiana
Final Consumer Response /* (2000, 18, 2015/07/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am only accepting it because they are waiving my annual $200 fee which is due 7/20. I still do not like the arrangement and loss of the show room because it reduces what is available to shop for.
Accepted
OFFER:
In the interest of positive consumer relations we would like to offer the consumer a courtesy renewal on their membership, as well as a $300 merchandise credit towards their next Home Shopping purchase; we look forward to providing them with all their DirectBuy membership service and benefits in the near future.
Final Business Response /* (1000, 16, 2015/07/01) */
Contact Name and Title: Kia
Contact Phone: 877.285.4901
Contact Email: [redacted]@directbuy.com
Thank you for bringing this complaint to our attention. We understand the members' disappointment regarding the closing of their local showroom. Most DirectBuy locations are independently owned and operated franchises, as was the case with DirectBuy of Fort Myers. The decision to close this location was made by the franchisee, DBFM, LLC., who were the recipients of the members' membership fee.
DirectBuy, Inc. took immediate steps to provide all members of the Fort Myers location with the ability to continue receiving all their DirectBuy membership benefits, including access to our exclusive Home Shopping program. Home Shopping allows members to make purchases from DirectBuy vendors and receive catalog and pricing information from the comfort of their own home. Members also have access to all DirectBuy locations in the US and Canada.
Our Home Shopping Agents are available to assist members with product searches, price quotes, and acquiring samples of fabrics, wood finishes, and flooring, all of which can be sent directly to the member's home. In addition, members of Home Shopping have access to cabinet design services. Home Shopping can be reached by phone, fax, and email 7 days a week, 9:00am - 9:00pm M-F, 9:00am - 5:00pm Saturday and Sunday. If members have any questions, we encourage them to call the Home Shopping toll free number, XXX-XXX-XXXX, and speak directly with an agent.
We have retained a local consolidator, [redacted]'s [redacted] XXXX-X [redacted] Fort Myers, FL, 33912, for receiving of orders that are not able to ship directly to the members' home via UPS. [redacted]'s [redacted] receives and inspects orders, 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 home. With 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 400,000 viewable items, of which more than 180,000 of these items available to order online. This information was made available to DirectBuy of Fort Myers members via email and on their DirectBuy members' website immediately after the club closed.
This member's membership fees were paid directly to DBFM, therefore we do not feel that a refund from our office is appropriate.
OFFER:
In the interest of positive consumer relations we would like to offer the consumer a courtesy renewal on their membership, as well as a $300 merchandise credit towards their next Home Shopping purchase; we look forward to providing them with all their DirectBuy membership service and benefits in the near future.
Initial Business Response /* (1000, 5, 2015/09/08) */
Contact Name and Title: Kip [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@rhfsrevices.com
We have reviewed the Mr. & Mrs. [redacted]'s account and are willing to cancel their membership and provide the member with a pro-rated refund in...
the amount of $2,700.00, which represents approximately 2/3 of the membership fee. DirectBuy, Inc. is providing their exclusive Home Shopping Program to all DirectBuy of New Orleans members. Because the member continues to have access to the savings benefits of their membership through this program we do not feel a full refund is warranted. If the member signed a Retail Installment Contract with a third party finance company that agreement remains in effect and member is responsible for any amount still due. Please have the member contact me directly in order to complete the cancellation and pro-rated refund process.
Kip [redacted]
XXX-XXX-XXXX
[redacted]@rhfservices.com
OFFER:
Initial Business Response /* (1000, 5, 2016/06/07) */
The original term of this membership was 24 months, after which she had the option to renew annually for 8 consecutive years. The member took 3 renewals; her membership then expired on January 3, 2012. The member contacted our office on June 2,...
2016 requesting to re-activate her membership. She was offered a [redacted] discount on a one year renewal fee, as well as waiving the previous 3 year renewal fees. Although her local club has closed, DirectBuy, Inc. is servicing members of DirectBuy of Metro Washington NW through our corporate Concierge Service. Our associates are able to provide her with all the benefits and savings that she enjoyed at her club in the privacy of her own home. DirectBuy memberships are not conditioned on use. We encourage our members to use their memberships and enjoy the associated savings, however her choice to not make any purchases does not warrant refunding the membership fee, which was paid to the former franchise owner. We are still willing to honor the above-mentioned offer made to the member; waive the past renewal fees and offer a [redacted] discount for a one year renewal. Please have the member contact our Member Care Department if she would like to take advantage of this offer.
Initial Consumer Rebuttal /* (3000, 7, 2016/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello Sir,
Greetings of the day!
The explanation which Direct Buy provided is not completely true. We did visit several times to their Perry Park store located in Gaithersburg. I felt that after I became a Direct Buy [redacted] and paid their fees, they were more interested paying attention towards the new invited visitors who had come to take a tour and we (I and my husband) were completely neglected in the shop. Except one time, most of the time they did not have what we wanted in the store. The contractors we selected were not available, and the items which we chose could not arrive according to our desired schedule. When we wanted to consult a specialist for our window treatment, we waited for two hours and then we found out that he couldn't come for some reasons. Even in 2012, when membership was revived, I did not get the Washer/Dryer which and a wedding gift which I wanted to purchase.
In brief, after becoming a [redacted], we felt that we were trapped. We did not get a desired service form the employees of the Gaithersburg branch office in Maryland. I can show you the record that our house was damaged severely with the heavy rain in 2010 and my basement was flooded with 6 feet of water.
We completely renovated the entire basement installing all walls, doors, electric panel and new appliances:(HVAC, Water heater, Air conditioner, and a new roof). I feel that all [redacted] membership was completely wasted. Now, after these many years, when I want to buy some building material (to build a new wooden deck (they don't carry any deck material for wooden deck). However, they do have porcelain tiles which I would like to use, but they want me to pay the renewal fees. They have not even provided the basic service of informing us that they are completely moving out and closing all the stores from MARYLAND. There is absolutely no information from them. I will be glad if they could justify at least [redacted] worth of their services in past 10 years. Unfortunately due to my deteriorating health condition, I was unable to take earlier action. Now, I am willing to present all documents of my health conditions and yearly medical treatment, but they ended up with just [redacted] discount. Last week I requested a Direct Buy employee to take my health situation into her kind consideration and allow me to buy those tiles for 1000sqare feet backyard patio (which could have been my first big purchase from them, (in past 10 years) but she did not want to change a bit and show any empathy or a basic human value towards a sick human being. I am a scientist and work in the fields of clinical research for AIDS. I am a cancer survivor and routinely going through the prevention treatment. If money is their only interest and there is no human value attached to it, then I am not interested in having any connection with them. They could have checked the records of my membership, and shown some basic consideration into my first time big purchase from their wholesale providers. I am sorry but their rudeness was very hurtful and that has forced me to file a complaint against them.
Thanks,
**
Final Consumer Response /* (4200, 11, 2016/06/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
No, now it is of no use in accepting this proposal. If they would have offered this option when I wanted to buy the tiles and wooden deck material for my backyard patio, I might have accepted it. Ten days ago I already purchased patio tiles from the local tile store for my 700 square feet backyard patio area and 800sq. feet of wooden deck material. They have removed all local stores and centers from Maryland area. My current health condition doesn't make me comfortable sitting in the car more than 30 minutes. So for me to drive to near by state to their store is almost not practical. I will appreciate if they return my membership money of $ [redacted] which I really use for my outstanding medical expenses. They must have earned lots of interest on my $ [redacted] during past ten years. I will truly appreciate if I could get my membership money back and officially discontinue my membership with "Direct Buy.
Thank you for your kind consideration. I will appreciate your quick response. Vthak
Final Business Response /* (4000, 13, 2016/06/21) */
We stand by our previous resolution offer.
Initial Business Response /* (1000, 5, 2016/03/08) */
Contact Name and Title: M. [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@directbuy.com
Thank you for bringing this complaint to our attention. Our policy has never allowed persons of separate households to purchase a single...
membership. While we not privy to conversations between the member and staff at the club location, we do apologize for any miscommunication that may have occurred regarding this matter. Fees the member has paid to date were received by the former club owner, Drake Enterprises, LLC, not DirectBuy, Inc. Therefore, while we are agreeable to cancelling the membership and outstanding financial obligation, we are not able to provide the member a refund of monies paid. I have spoken directly with the member and she is agreeable to having the membership cancelled and being relieved of the outstanding financial obligation.
OFFER:
Initial Business Response /* (1000, 5, 2015/09/28) */
Thank you for bringing this complaint to our attention. We are reviewing the membership and the member's concerns and will provide a final resolution by Friday, October 2, 2015
Thank you,
[redacted]
Initial Consumer Rebuttal /* (2000, 9,...
2015/10/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Tradeline has been removed from both credit statements and a letter from the AG was sent to my address in resolution of my complaint. Thank you.
Initial Business Response /* (1000, 5, 2016/04/04) */
We worked with consumer and reached a mutually acceptable resolution.
Initial Consumer Rebuttal /* (2000, 7, 2016/04/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We are pleased that Direct Buy took our...
complaint seriously and agreed to refund our initial investment.
We are satisfied with this remedy.
Initial Business Response /* (1000, 10, 2015/09/03) */
Contact Name and Title: Janet [redacted] - Legal
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@directbuy.com
Thank you for bringing this complaint to our attention and we apologize for the delay in our response. We have been in contact...
with the member and will be providing a pro-rated refund at his request.
OFFER:
We will be providing a pro-rated refund at his request.
Initial Business Response /* (1000, 5, 2017/12/20) */
Thank you for bringing this complaint to our attention and allowing us an opportunity to resolve this matter. After reviewing the file, we see this member signed a contract with a former independently owned and operated franchise in which it was...
agreed upon that the membership could be renewed for (9) consecutive years at a rate of $99 per year. Nowhere in the agreement signed does it state that after (9) years of renewals a lifetime membership would be issued. The franchise has since closed and we cannot honor any oral promises made outside the terms of the contract. The member is seeking a total refund of $990. Although we cannot honor the request, as a good faith effort we are prepared to offer (3) courtesy renewals as well as a $500 merchandise credit for a total value of $1,397. Should the member accept our offer, we would happily apply the credits to her membership. Thank you.
Initial Consumer Rebuttal /* (3000, 7, 2017/12/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the offer because I have been very unhappy doing business with Direct Buy from the beginning, feel like their marketing does not live up to what they say, and do not wish to continue a relationship with them. I would like something for 10 wasted years.
Final Business Response /* (4000, 9, 2017/12/21) */
We apologize that the member feels the way she does regarding her interactions with a former franchise. DirectBuy has done a great deal to revamp our business model, including closing the club locations that gave our brand a bad reputation. We would love the opportunity to show the member the new DirectBuy which is why we extended the offer of (3) free renewals with a $500 merchandise credit. We believe this is a fair offer and our position remains the same.
Initial Business Response /* (1000, 5, 2016/07/29) */
The member purchased a year DirectBuy membership on March 18, 2014, from DBHS, LLC dba DirectBuy of Houston South, which was owned by *** *** the recipient of the member's membership feesWhen Mr*** closed the Houston club on May 27,
DirectBuy, Incimmediately took steps to provide the club's members with all their membership benefits through, but not limited to, our Concierge Services
The member first contacted DirectBuy, Incon March 28, to request a refund of her membership citing pricing issuesOur associates worked with the vendor to ensure the member received the best possible pricing, which in this case represented over a *** *** dollar savings; however the member was not satisfiedIn an effort to bring this issue to resolution, DirectBuy, Incoffered the member several options including a pro-rated refund totaling over *** a *** merchandise credit toward a future order, and a free one year membership renewal valued at *** the member rejected all of these offers
We are still willing to provide the above-mentioned offers to bring this matter to closure, however the membership fees were paid directly to *** *** not DirectBuy, IncWhile Mr*** may decide to make the requested refund, we do not feel that a refund from our office is appropriate
Initial Consumer Rebuttal /* (3000, 7, 2016/08/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We were told that Mr.*** *** was bought outSo when they bought out Mr*** they bought out our contract and everyone else's that was with Mr*** *** But they made changes to the contract that we signedI have a copy of the email the offer was not refund of *** *** merchandise creditIt was *** with Release and Assignment of ClaimsThey are again not telling the truthThey refund me our full *** we will be glad to closure this matterSee attached!
Final Consumer Response /* (4200, 11, 2016/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told by a person in the Woodlands that *** was bought out and which was buying other DirectBuysIf you review the emails I forward *** T first response DirectBuy did not do refunds, but offered a one year free renewal which is *** A few weeks later she came back an offer *** merchandise and later increased to *** Few weeks later the *** was offeredWe were told that we would be able to go in and sit with a representative in person to help us make selectionsI tried their Concierge as we were asked and it was a waste of timeHe was supposed to get back to me a the pricing and he never didA month later *** sends me an email saying that someone in Concierge would be getting back to meI had already purchase it from a storeThis is not what I signed up forI want a full refund
Final Business Response /* (4000, 13, 2016/08/05) */
We have no way of knowing what the member was told, or by whom, but the information she received is incorrectAdditionally, it is not DirectBuy, Inc.'s policy to refund membership fees we did not receiveOur associate made every effort to find a reasonable resolution to the member's complaint, even going so far as to offer a pro-rated refund at our costWe believe we have made good faith effort to resolve this complaint, no additional compensation will be offered
Initial Business Response /* (1000, 5, 2016/08/01) */
Thank you for bringing this complaint to our attentionThe members attended a minute presentation at DirectBuy of Cincinnati on August 3, After receiving an explanation of the benefits of a DirectBuy membership, and being given an
opportunity to ask any questions they may have, the members made the decision to purchase a membership, making an initial down payment and financing the remaining balanceThe previous club owners, *** *** were the recipients of the members' membership fees
Our records indicate that the members have not made a purchase to dateWe encourage our members to use their DirectBuy membership and enjoy the associated savings benefits, however the members' financial responsibility for their membership is not based on use of the membership, nor is it a condition for cancellation
The members have been in contact with our Member Relations department regarding this issueIn an effort to bring this matter to resolution the members were offered a *** merchandise credit to be used on their next order, and a year renewal at no cost to themThis is the first notice we have received indicating the members were dissatisfied with their DirectBuy membershipDirectBuy, Incwas not the recipient of the members' membership fees, nor does this complaint warrant a refund form this office, however we are still willing to provide the members with the merchandise credit and free one year renewal as previously offered
Initial Consumer Rebuttal /* (3000, 7, 2016/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
if you see our initial Revdex.com complaint regarding this issueWe were promised verbally in this min presentation that if we were unable to find products we found to be a discounted value or items we needed that this would be a risk free purchase since they guaranteed we would be satisfiedif not they would refund any money for membershipYes we signed the contract and when I realized that was not in writing I contacted the company immediatelyAfter multiple attempts to contact the company we contact the Revdex.comThey immediately sent the letter that I provided Directbuy, placing that verbal agreement in writingI would have stopped paying the month installment if I had know you wouldn't honor that, and that the guarantee was not trueI naively assumed since it was placed in writing it would be acceptable
Final Business Response /* (4000, 9, 2016/08/08) */
DirectBuy, Incwas not a participant in any conversation the member may, or may not have had with the former club staffAny statements made which were not a part of the written contract would have been the sole responsibility of the former club owner, not DirectBuy, IncAdditionally, the Membership Agreement clearly states (page 2, ADDITIONL MATTERS) that the member is not relying on any verbal statements different from those made in the Membership Agreement when purchasing their membership
ADDITIONAL MATTERS: This Membership Agreement, the DirectBuy Membership Guide and Benefit Summary constitute the entire agreement and understanding between usYou agree that in coming to your decision to join DirectBuy, you have not relied on any oral or written statements, representations, agreements, or promises, different from those made in this Membership Agreement, the DirectBuy Membership Guide and the Benefit Summary, and that no such differing oral or written statements, representations, agreements, or promises will have any force or effect
We are still willing to provide the member with the previous offer of a *** merchandise and a free one year membership renewal, however as DirectBuy, Incwas not the recipient of these membership fees, a refund based on this complaint is not warranted from our office
Final Consumer Response /* (4200, 11, 2016/08/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have taken over the business from local market (direct buy)I do not accept this I have in writing that this was offeredThat should be sufficient
Initial Business Response /* (1000, 5, 2015/08/05) */
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 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 Columbia, SCThe decision to close this location was made by the franchisee which was owned by BA, LLC., who was the recipient of the members' membership fee
DirectBuy, Inctook immediate steps to provide all members of the Columbia 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 homeOur 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 have any questions we encourage them to call the Home Shopping toll free number, XXX-XXX-XXXX, and speak directly with an associateWe have also retained a local consolidator, On Time Services, Queen Parkway, West Columbia, SC for receiving of orders that are not able to ship directly to the members' home via UPS
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 217,viewable items, of which more than 195,of these items available to order onlineThis information was made available to DirectBuy of Columbia, SC members via email and on their DirectBuy members' website immediately after the club closed
This member's membership fees were paid directly to Ba, LLC; therefore we do not feel that a refund from our office is warrantedHowever, we look forward to providing them with all their DirectBuy membership service and benefits
OFFER:
As a courtesy, we have offered and applied a $merchandise credit to this member's account
Initial Consumer Rebuttal /* (3000, 7, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not know who BA, LLC is and I have never heard that name or seen that name on any papers that I signedOn the front of the building it said DirectBuy, on all the paperwork that I signed it said DirectBuy and all of the people stated they were with DirectBuyThe major point in me joining was the opportunity to recoup my investment by bringing in new membersThe store closing eliminated any of that possibilityIf you look at the benefits tab in their corporate membership guide which on the back is copyrighted by DirectBuy Incpage membership referrals "The benefits of DirectBuy Club don't stop at unmatched savings, exceptional selection and personalized customer serviceAs a member, it's easy to share DirectBuy Club with your friends and family, and earn big rewards in the process"And then we were handed the form, which we have a copy of with DirectBuy printed right on the top, and the program was explained as to how easy we could make our investment back and still have all the benefits and savings of DirectBuyIt was presented, offered, accepted, explained and back up with documentation from the store and corporate, after which I wrote a check for $for a Platinum MembershipI'm knew through hard work that I could recoup my investment through membership referralDirectBuy Corporation has responsibility to its members and for the franchiseesIf a franchisee is offering something that DirectBuy disagrees with they have a responsibility to correct the problem
Final Consumer Response /* (4200, 11, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You were right I apologize because the membership agreement which was the last sheet that I read and signed, it stated the grant of membership BA, LLC, the independent owner of DirectBuy of Columbia South Carolina hereby grants you the individual signing below a membership in its DirectBuy buying organizationIt further states that in the membership agreement, the DirectBuy membership guide, the benefits summary and travel guide, taking together, spell out the benefits as well as the rules and responsibilities of your direct buy membershipAs part of that membership guide was the member referralThe agreement also states that the signee agrees that they may revoke or suspend your DirectBuy membership if you fail to keep these promises, if you fail to follow the member rules, if you fail to fulfill your membership responsibilities, or if you engage in unacceptable conduct at our club are in dealing with our club staffSo the member has to agree to the promises that we have made to DirectBuy or you will revoke our membership, but direct buy feels no obligation to honor the promises that were given an their memberI feel that you have not kept your promisesSo I'm requesting to revolt my membership and receive my money back
Final Business Response /* (4000, 13, 2015/08/19) */
Contact Name and Title: Maureen/Member Relations
Thank you for bringing the member's rebuttal response to our attentionWe have been in direct contact with the member
OFFER:
Offered to reset the day and allow member to attempt to obtain referralsIf referrals joined DirectBuy, we would refund her membership in full and she would remain an active memberShe would also retain the $merchandise credit previously offeredWe would send her details to follow
Member rejected offer completely
Initial Business Response /* (1000, 5, 2017/08/22) */
Thank you for bringing this complaint to our attentionWe understand that you are concerned about the shipping fees offsetting the savings you would experienceThe fees enable members to receive below market freight, timely delivery and
inspection of all merchandise to ensure first-quality condition
We can assure you that the savings you'll experience over the lifetime of your membership outweigh the costs of shipping and handling fees - mostly because these fees do not adversely affect the savings you'll experienceIf you can find products at a similar or lower cost, including shipping costs, we do have our Savings Guarantee in placeThis guarantees a percentage of savings over what is offered from outside retailers
We hope this helps to alleviate your concerns, although we are not able to waive the shipping fees associated with orders placed through DirectBuy, in the interest of positive consumer relations, we would like to offer the consumer complimentary enhanced home deliveries and a courtesy renewal
Initial Consumer Rebuttal /* (3000, 12, 2017/09/11) */
Again what I signed up for was a showroom in RI where I could look at catalogs have salespeople help me and a warehouse to receive merchandise like a light bulb that I could pick up and not have to pay delivery fees from the company of purchase to a warehouse in Massachusetts which is miles from RI and further pay delivery fees with this company to deliver itThis is not what I contracted for, paying over *** dollars and hundreds of dollars a year in renewal feesIf this had been the case initially I can assure you I would not have signed upWhat you are offering is not enoughI need to have a better resolution and I want people to be aware of what you are doing
Final Business Response /* (4000, 14, 2017/09/15) */
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 Rhode IslandThe decision to close this location was made by the franchisee, DB Rhode Island, LLC, who were the recipients of the members' membership fee
DirectBuy took immediate steps to provide all members of the Rhode Island location with the ability to continue receiving all their DirectBuy membership benefits, including access to our Concierge programConcierge allows members to make purchases from DirectBuy vendors and receive catalog and pricing information from the comfort of their own homeOur vendor's catalogs are easily accessed from our DirectBuy website
Our Concierge agents are available to assist members with product searches, price quotes, and acquiring samples of fabrics, wood finishes, and flooring, all of which can be sent directly to the member's homeIn addition, members have access to cabinet design servicesConcierge can be reached by phone, fax, and email days a week, 9:00am - 9:00pm M-F, 9:00am - 5:00pm Saturday and SundayIf members have any questions, we encourage them to call the Concierge toll free number, XXX-XXX-XXXX, and speak directly with an agent
In the interest of positive consumer relations, we would like to add to our previous offer an additional courtesy renewalIn total the member would receive two courtesy renewals and two complimentary enhanced home deliveriesWe look forward to providing them with all their DirectBuy membership service and benefits in the near future
Initial Business Response /* (1000, 7, 2016/06/17) */
Contact Name and Title: ** ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@directbuy.com
DirectBuy, Incwas not the recipient of this member's membership fees, yet we have continued to provide the member with all the benefits of
his membershipAlthough a refund from our office is not warranted, I sent a resolution offer, via email, directly to the memberAs soon as the member provides a response I will go forward with the resolution offered
Initial Consumer Rebuttal /* (2000, 9, 2016/06/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Ms*** made me an offer and I acceptedI have sent her the requested documents
Initial Business Response /* (1000, 5, 2016/09/19) */
Contact Name and Title: ** ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@directbuy.com
On October 9, the member purchased a year DirectBuy membership by making a down payment and financing the balance with a third party
finance companyWe 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
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)
DirectBuy, Inctook immediate steps to provide all members of the Lenexa location with the ability to continue receiving all of 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 members' homesOur 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 Sunday
Although DirectBuy, Incis continuing to provide this member with all his DirectBuy savings benefits, in an effort to maintain positive consumer relations we are willing to cancel this membership and forgive the remaining financial obligation; no refund of fees already paid will be madeWe will contact the member directly, via the email address provided in his complaint, regarding the official cancellation paperworkOnce this has been completed the membership will be cancelled and we will notify Beta Finance Company, Inc., and request they send the member confirmation that his account has been closed with a ** balance
Initial Business Response /* (1000, 5, 2015/07/29) */
Contact Name and Title: J***
Contact Email: ***@directbuy.com
Thank you for the opportunity to address this ***'s concerns
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 Pricing Promise information can be found by the member on the DirectBuy members' website
DirectBuy, Inchas taken immediate steps to provide all members of the Greenville 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 homeOur 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 her/him to call the Home Shopping toll free number, 800-647-6733, and speak directly with an associateWe have also retained a local consolidator located just miles from the member's home, for receiving of orders that are not able to ship directly to their home via UPSThe consolidator receives the order, inspects the contents, and then contacts the member directly to make delivery arrangements
OFFER:
We look forward to assisting our member with future inquiries and orders and offer a $merchandise credit to purchase merchandise using our Home Shopping serviceWe are also happy to extend their membership for an additional year at no charge to them to provide additional time to take advantage of the benefits of their membership
Initial Consumer Rebuttal /* (3000, 7, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have paid over $so far to Direct Buy with out ordering one single thingBy the time the contract is up, we will have paid them over $There has not been one single item that we could use for our new house that would have saved us money when you calculate how much you would have to purchase to recoup any portion of the membershipI have yet to have a phone call back to discuss cancelling the membershipAll I get are emails with adsWe do not find anything beneficial in trying to call someone at this company that will address our concernsWhen you read the horror stories from other people dealing with Direct Buy its scaryWe just want it cancelled, nothing more
Initial Business Response /* (1000, 5, 2015/06/29) */
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 Business Response /* (1000, 5, 2015/10/12) */
Thank you for bringing this complaint to our attention. We understand the members' disappointment regarding the closing of their local showroom. Most DirectBuy locations are independently owned and operated franchises, as was the case with...
DirectBuy of Fort Myers. The decision to close this location was made by the franchisee, DBFM, LLC, which was owned by Jerry Letendre, who was the recipient of the Banes' membership fee.
DirectBuy, Inc. took immediate steps to provide all members of the Fort Myers location with the ability to continue to receive all their DirectBuy membership benefits, including access to our exclusive Home Shopping program. Home Shopping allows members to make purchases from all DirectBuy, Inc.'s corporate vendors (over 700 U.S. vendors offering over a million items to our members), with complete access to catalog and pricing information, from the comfort of their own home.
Our associates are available by phone, fax, and email 7 days a week, 9:00am till 9:00pm M-F, 9:00am till 9:00pm Saturday and Sunday. All DirectBuy locations are catalog only showrooms, our Home Shopping associates are able to offer the members all the shopping benefits they would have received at the Fort Myers location, including custom kitchen and bath design. If the members have any questions about the Home Shopping program we encourage them to call the Home Shopping toll free number, XXX-XXX-XXXX, and speak directly with an associate.
We have also retained a local consolidator, Ron's Delivery Service, located at XXXX-X Bruner Lane, Fort Meyers, for receiving of orders that are not able to ship directly to the members' home via UPS. Ron's Delivery Service receives the order, inspects the contents, and then contacts the [redacted] directly to make delivery arrangements.
Our recently re-launched members-only e-commerce website -my.directbuy.com is also available to the members from the comfort of their own home. With 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 and offers over 130,000 items available to order online. This information was made available to DirectBuy of Fort Myers members via email and on their DirectBuy members' website immediately after the club closed.
Our records show that the members have used their DirectBuy membership to purchase over
$2,400 worth of merchandise since they became members, with the most recent order being place on July 26, 2015. DirectBuy, Inc. did not receive the membership fees associated with the members' membership, therefore we do not feel a refund from our office is warranted; however we would like to offer them a $200.00 merchandise credit toward a future DirectBuy order.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I got the letter with DirectBuy's response and am surprised how simple it appears for responsible parties to avoid honoring any liability by simply sending you a predominantly canned response that they are not responsible. I am 100% not satisfied with the response. I can send you a copy of my contract with DBFM and it clearly states on it that the purpose is to benefit DirectBuy Inc. If that is the case, then DirectBuy Inc. DID in fact enjoy access to the proceeds of at least part of my membership fees. If that is not the case, then I now have grounds to file fraud charges agains DBFM or the officers thereof, for stating as much in their contract, which will be my next task depending on the resolution of this issue. Additionally, it is common knowledge that the nature of a relationship between a franchisor (DirectBuy Inc.) and a franchisee (DBFM) requires that franchisees pay the franchisor substantial fees for use of their name, logos, work processes and brand recognition so DirectBuy Inc.'s claim that they received no money from my transaction with THEIR franchise would be laughable if it were not so insulting and a clear attempt to avoid providing any fair remuneration.
I also see that DirectBuy's letter dazzles those unfamiliar with the reality of their services by claiming that there are so many products and options available to us as members through their "recently re-launched members-only e-commerce website - with better search capabilities, faster load times, improved images and item descriptions, and a more appealing overall design" which is " bigger and better then ever with over 130,000 items available online, " from the comfort of our own home". This letter is so full of smoke and mirrors it sounds as if they are trying to sell YOU a membership as they defend themselves from my claims. They can put all the sales pitchy adjectives in their letter that they want but what they say is not really how it is. Even if it were remotely as convenient as they claim, that does not negate the fact that an online shopping portal with only 130,000 of the "over a million items" I paid for access to IS NOT WHAT I CONTRACTED AND PAID FOR NO MATTER HOW COMFORTABLE MY HOME IS. It is entirely IRRELEVANT to my claim.
Let me give you an example of how this new service compares to the one we paid for. One of the items we bough was a poker table. I sifted through 5 or 6 books in the showroom with pictures of 20 different tables before he saw one that I liked the most and ordered it. We looked at the table options online and still to this day, there is only 1 poker table available. Perhaps he would have access the same 20 tables by calling the customer service number for purchasing assistance but then what? Are we supposed to ask the customer service rep to describe each of them and hope that the image in our head of the table they described is accurate? The only way this would be of any use is if you already know exactly what table model number (or any other manufacturer's product part number) you want and you are just calling to see if they have it but that is more like sourcing than shopping. This a stupid and completely impractical way to 'shop' would you not agree? Nothing about it is convenient no mater how comfortable our chair is where we are calling from.
This is not an isolated incident as you may have seen from the other similar complaints on DirectBuy of Fort Myers's Revdex.com page that were closed as "resolved". If they can refund other members in my situation then why not me as well? Why am I the exception? Does their refund of other customers not show there is some liability here or why would they refund anyone's money? Just look up all the complaints online, there is no shortage of them. This company is dirty and without scruples and someone needs to go after them and protect us consumers. I wish I had read all the complaints about them before signing an agreement but they tell you that if you don't sign that day that you will never be able to join them again later.
Final Business Response /* (4000, 9, 2015/10/27) */
Contact Name and Title: M. [redacted]
Cancellation and refund requests are handled on an individual basis, as the circumstances of each situation is unique. In this instance all of the membership benefits are still available to the member through our Home Shopping Program and my.directbuy.com. These two services provide members with access to all DirectBuy corporate vendors and the items they offer.
DirectBuy locations are catalog only showrooms, no inventory or stock merchandise is available to inspect. Samples available to members at a club location are also available to members via Home Shopping. Our associates can send fabric, flooring, and window treatments samples directly to the member's home. Home Shopping associates are also available to work one-on-one with members, researching items they are interest in and meet the member's specifications. Associates assist members with viewing items on the manufacturer's website and can also provide them with pages from the manufacturer's catalog to review. The number of online items the member refers to does not take into consideration the tens of thousands of items available through Home Shopping. In addition, local designers are available to come to the member's home for cabinet, kitchen, and interior design.
As the franchisor, DirectBuy, Inc. received a royalty portion of this member's membership fees; the former franchisee, DBFM, LLC was the recipient of the remaining balance. In an effort to bring this matter to resolution DirectBuy, Inc. is willing to cancel the membership and refund the member with the portion of the fees we received. The member would need to contact DBFM, LLC directly for any additional refund.
OFFER:
If the member prefers to remain a DirectBuy member we are still willing to provide the previously offered $200.00 merchandise credit toward a future offer. If he chooses to go forward with the cancellation and receive a refund of the royalty amount received please have the member contact me directly.
Initial Business Response /* (1000, 5, 2015/07/13) */
Contact Name and Title: Nicole S. [redacted] Relation
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@directbuy.com
Thank you for bringing this complaint to our attention. We understand the members' disappointment regarding the...
closing of their local showroom. Most DirectBuy locations are independently owned and operated franchises, as was the case with DirectBuy of Richmond. The decision to close this location was made by the franchisee, DBRV, LLC, which was owned by Rand Falbaum, Jerry Letendre, and Marty Kent, who were the recipients of the members' membership fee.
DirectBuy, Inc. has taken immediate steps to provide all members of the Richmond location with the ability to continue to receive their DirectBuy membership benefits, including access to our exclusive Home Shopping program. Home Shopping allows members to make purchases from DirectBuy vendors, with complete access to catalog and pricing information, from the comfort of their own home. Our associates are available by phone, fax, and email 7 days a week, 9:00am till 9:00pm M-F, 9:00am till 5:00pm Saturday and Sunday. If the members have any questions we encourage them to call the Home Shopping toll free number, 800-647-6733, and speak directly with an associate.
We have also retained a local consolidator, STI/Professional Moving & Storage, located at 2209 Station Road, Richmond, VA, for receiving of orders that are not able to ship directly to the members' home via UPS. STI/Professional Moving & Storage 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 the members from the comfort of their own home. With 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 and offers over 130,000 items available to order online. This information was made available to DirectBuy of Richmond members via email and on their DirectBuy members' website immediately after the club closed.
OFFER:
The member's membership fees were paid directly to [redacted] and [redacted] While they may decide to make the requested refund, we do not feel that a refund from our office is appropriate. However, in the interest of promoting positive consumer relations; we have already offered this member and documented a $500 merchandise credit to be used toward a future DirectBuy order.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We believe that corporate entities are responsible for the actions of franchisees. In order to display good corporate governance, it is in Direct Buys' best interests, as well as ours to refund the fees and seek reimbursement from the franchise owners. This response is the first we have even seen of the names of the owners, and we still haven't been provided the address or telephone numbers we requested last month. We did not contract for an online shopping service.
Final Consumer Response /* (2000, 9, 2015/07/21) */
Ms. Anciani-Dutt,
Reference Complaint ID#: 26061612; Business Name: DirectBuy, Inc.
The response from the company to issue a refund was exactly what we had hoped for. Thank you for your assistance and the complaint can be closed as Satisfied.
Sincerely and with thanks to all,
[redacted] and [redacted]
Initial Business Response /* (1000, 5, 2015/05/12) */
Contact Name and Title: [redacted] - [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]@DirectBuy.com
Thank you for bringing this complaint to our attention. We understand the member's disappointment with the difficulties...
she has had with the website. We continue to make strides in updating our member website experience and have an IT Support Team available to assist them.
OFFER:
We have taken the liberty of giving this member a complimentary upgrade from the Term Non-Renewable membership to a Gold Renewable membership and a complimentary extension to May 30, 2016. We look forward to providing this member with all the DirectBuy membership service and benefits.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Just so Direct Buy fully understands, it was not simply the issues with the website but also the lack of a local club. The website just added insult to injury as it never works correctly and it is the only means to now access the club that I paid for.
All I am asking for is an extension on the expiration from the time the club went out of service locally until now. If I am reading the resolution offer correctly, Direct Buy is providing a complimentary extension of my account for 1 year regardless of my decision to upgrade to a Gold renewable membership? If that is the case then yes, I accept this offer. I am not sure I want to upgrade as my experience so far has not been positive. Please get back to me with the details of the resolution.
Initial Business Response /* (1000, 4, 2015/06/24) */
All complains needs to be directed to DirectBuy Corporate in Merrillville Indiana,
We went out of business and I am no longer the contact person
Sent from my iPhone
Initial Consumer Rebuttal /* (3000, 6, 2015/06/24) */
(The...
consumer indicated he/she DID NOT accept the response from the business.)
They go out of business regularly, that's how they operate. They open up take a bunch of memberships then close down and move somewhere else. These memberships cost between $4000 and $5000 so they are really raking in the money then closing. Please pass my complaint to the head office in in Merrillville Indiana
Final Consumer Response /* (2000, 18, 2015/07/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am only accepting it because they are waiving my annual $200 fee which is due 7/20. I still do not like the arrangement and loss of the show room because it reduces what is available to shop for.
Accepted
OFFER:
In the interest of positive consumer relations we would like to offer the consumer a courtesy renewal on their membership, as well as a $300 merchandise credit towards their next Home Shopping purchase; we look forward to providing them with all their DirectBuy membership service and benefits in the near future.
Final Business Response /* (1000, 16, 2015/07/01) */
Contact Name and Title: Kia
Contact Phone: 877.285.4901
Contact Email: [redacted]@directbuy.com
Thank you for bringing this complaint to our attention. We understand the members' disappointment regarding the closing of their local showroom. Most DirectBuy locations are independently owned and operated franchises, as was the case with DirectBuy of Fort Myers. The decision to close this location was made by the franchisee, DBFM, LLC., who were the recipients of the members' membership fee.
DirectBuy, Inc. took immediate steps to provide all members of the Fort Myers location with the ability to continue receiving all their DirectBuy membership benefits, including access to our exclusive Home Shopping program. Home Shopping allows members to make purchases from DirectBuy vendors and receive catalog and pricing information from the comfort of their own home. Members also have access to all DirectBuy locations in the US and Canada.
Our Home Shopping Agents are available to assist members with product searches, price quotes, and acquiring samples of fabrics, wood finishes, and flooring, all of which can be sent directly to the member's home. In addition, members of Home Shopping have access to cabinet design services. Home Shopping can be reached by phone, fax, and email 7 days a week, 9:00am - 9:00pm M-F, 9:00am - 5:00pm Saturday and Sunday. If members have any questions, we encourage them to call the Home Shopping toll free number, XXX-XXX-XXXX, and speak directly with an agent.
We have retained a local consolidator, [redacted]'s [redacted] XXXX-X [redacted] Fort Myers, FL, 33912, for receiving of orders that are not able to ship directly to the members' home via UPS. [redacted]'s [redacted] receives and inspects orders, 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 home. With 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 400,000 viewable items, of which more than 180,000 of these items available to order online. This information was made available to DirectBuy of Fort Myers members via email and on their DirectBuy members' website immediately after the club closed.
This member's membership fees were paid directly to DBFM, therefore we do not feel that a refund from our office is appropriate.
OFFER:
In the interest of positive consumer relations we would like to offer the consumer a courtesy renewal on their membership, as well as a $300 merchandise credit towards their next Home Shopping purchase; we look forward to providing them with all their DirectBuy membership service and benefits in the near future.
Initial Business Response /* (1000, 5, 2015/09/08) */
Contact Name and Title: Kip [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@rhfsrevices.com
We have reviewed the Mr. & Mrs. [redacted]'s account and are willing to cancel their membership and provide the member with a pro-rated refund in...
the amount of $2,700.00, which represents approximately 2/3 of the membership fee. DirectBuy, Inc. is providing their exclusive Home Shopping Program to all DirectBuy of New Orleans members. Because the member continues to have access to the savings benefits of their membership through this program we do not feel a full refund is warranted. If the member signed a Retail Installment Contract with a third party finance company that agreement remains in effect and member is responsible for any amount still due. Please have the member contact me directly in order to complete the cancellation and pro-rated refund process.
Kip [redacted]
XXX-XXX-XXXX
[redacted]@rhfservices.com
OFFER:
Initial Business Response /* (1000, 5, 2016/06/07) */
The original term of this membership was 24 months, after which she had the option to renew annually for 8 consecutive years. The member took 3 renewals; her membership then expired on January 3, 2012. The member contacted our office on June 2,...
2016 requesting to re-activate her membership. She was offered a [redacted] discount on a one year renewal fee, as well as waiving the previous 3 year renewal fees. Although her local club has closed, DirectBuy, Inc. is servicing members of DirectBuy of Metro Washington NW through our corporate Concierge Service. Our associates are able to provide her with all the benefits and savings that she enjoyed at her club in the privacy of her own home. DirectBuy memberships are not conditioned on use. We encourage our members to use their memberships and enjoy the associated savings, however her choice to not make any purchases does not warrant refunding the membership fee, which was paid to the former franchise owner. We are still willing to honor the above-mentioned offer made to the member; waive the past renewal fees and offer a [redacted] discount for a one year renewal. Please have the member contact our Member Care Department if she would like to take advantage of this offer.
Initial Consumer Rebuttal /* (3000, 7, 2016/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello Sir,
Greetings of the day!
The explanation which Direct Buy provided is not completely true. We did visit several times to their Perry Park store located in Gaithersburg. I felt that after I became a Direct Buy [redacted] and paid their fees, they were more interested paying attention towards the new invited visitors who had come to take a tour and we (I and my husband) were completely neglected in the shop. Except one time, most of the time they did not have what we wanted in the store. The contractors we selected were not available, and the items which we chose could not arrive according to our desired schedule. When we wanted to consult a specialist for our window treatment, we waited for two hours and then we found out that he couldn't come for some reasons. Even in 2012, when membership was revived, I did not get the Washer/Dryer which and a wedding gift which I wanted to purchase.
In brief, after becoming a [redacted], we felt that we were trapped. We did not get a desired service form the employees of the Gaithersburg branch office in Maryland. I can show you the record that our house was damaged severely with the heavy rain in 2010 and my basement was flooded with 6 feet of water.
We completely renovated the entire basement installing all walls, doors, electric panel and new appliances:(HVAC, Water heater, Air conditioner, and a new roof). I feel that all [redacted] membership was completely wasted. Now, after these many years, when I want to buy some building material (to build a new wooden deck (they don't carry any deck material for wooden deck). However, they do have porcelain tiles which I would like to use, but they want me to pay the renewal fees. They have not even provided the basic service of informing us that they are completely moving out and closing all the stores from MARYLAND. There is absolutely no information from them. I will be glad if they could justify at least [redacted] worth of their services in past 10 years. Unfortunately due to my deteriorating health condition, I was unable to take earlier action. Now, I am willing to present all documents of my health conditions and yearly medical treatment, but they ended up with just [redacted] discount. Last week I requested a Direct Buy employee to take my health situation into her kind consideration and allow me to buy those tiles for 1000sqare feet backyard patio (which could have been my first big purchase from them, (in past 10 years) but she did not want to change a bit and show any empathy or a basic human value towards a sick human being. I am a scientist and work in the fields of clinical research for AIDS. I am a cancer survivor and routinely going through the prevention treatment. If money is their only interest and there is no human value attached to it, then I am not interested in having any connection with them. They could have checked the records of my membership, and shown some basic consideration into my first time big purchase from their wholesale providers. I am sorry but their rudeness was very hurtful and that has forced me to file a complaint against them.
Thanks,
**
Final Consumer Response /* (4200, 11, 2016/06/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
No, now it is of no use in accepting this proposal. If they would have offered this option when I wanted to buy the tiles and wooden deck material for my backyard patio, I might have accepted it. Ten days ago I already purchased patio tiles from the local tile store for my 700 square feet backyard patio area and 800sq. feet of wooden deck material. They have removed all local stores and centers from Maryland area. My current health condition doesn't make me comfortable sitting in the car more than 30 minutes. So for me to drive to near by state to their store is almost not practical. I will appreciate if they return my membership money of $ [redacted] which I really use for my outstanding medical expenses. They must have earned lots of interest on my $ [redacted] during past ten years. I will truly appreciate if I could get my membership money back and officially discontinue my membership with "Direct Buy.
Thank you for your kind consideration. I will appreciate your quick response. Vthak
Final Business Response /* (4000, 13, 2016/06/21) */
We stand by our previous resolution offer.
Initial Business Response /* (1000, 5, 2016/03/08) */
Contact Name and Title: M. [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@directbuy.com
Thank you for bringing this complaint to our attention. Our policy has never allowed persons of separate households to purchase a single...
membership. While we not privy to conversations between the member and staff at the club location, we do apologize for any miscommunication that may have occurred regarding this matter. Fees the member has paid to date were received by the former club owner, Drake Enterprises, LLC, not DirectBuy, Inc. Therefore, while we are agreeable to cancelling the membership and outstanding financial obligation, we are not able to provide the member a refund of monies paid. I have spoken directly with the member and she is agreeable to having the membership cancelled and being relieved of the outstanding financial obligation.
OFFER:
Initial Business Response /* (1000, 5, 2015/12/29) */
This complaint was resolved to the mutual satisfaction of the consumer and business.
Initial Business Response /* (1000, 5, 2015/09/28) */
Thank you for bringing this complaint to our attention. We are reviewing the membership and the member's concerns and will provide a final resolution by Friday, October 2, 2015
Thank you,
[redacted]
Initial Consumer Rebuttal /* (2000, 9,...
2015/10/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Tradeline has been removed from both credit statements and a letter from the AG was sent to my address in resolution of my complaint. Thank you.
Initial Business Response /* (1000, 5, 2016/04/04) */
We worked with consumer and reached a mutually acceptable resolution.
Initial Consumer Rebuttal /* (2000, 7, 2016/04/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We are pleased that Direct Buy took our...
complaint seriously and agreed to refund our initial investment.
We are satisfied with this remedy.
Initial Business Response /* (1000, 10, 2015/09/03) */
Contact Name and Title: Janet [redacted] - Legal
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@directbuy.com
Thank you for bringing this complaint to our attention and we apologize for the delay in our response. We have been in contact...
with the member and will be providing a pro-rated refund at his request.
OFFER:
We will be providing a pro-rated refund at his request.
Initial Business Response /* (1000, 5, 2017/12/20) */
Thank you for bringing this complaint to our attention and allowing us an opportunity to resolve this matter. After reviewing the file, we see this member signed a contract with a former independently owned and operated franchise in which it was...
agreed upon that the membership could be renewed for (9) consecutive years at a rate of $99 per year. Nowhere in the agreement signed does it state that after (9) years of renewals a lifetime membership would be issued. The franchise has since closed and we cannot honor any oral promises made outside the terms of the contract. The member is seeking a total refund of $990. Although we cannot honor the request, as a good faith effort we are prepared to offer (3) courtesy renewals as well as a $500 merchandise credit for a total value of $1,397. Should the member accept our offer, we would happily apply the credits to her membership. Thank you.
Initial Consumer Rebuttal /* (3000, 7, 2017/12/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the offer because I have been very unhappy doing business with Direct Buy from the beginning, feel like their marketing does not live up to what they say, and do not wish to continue a relationship with them. I would like something for 10 wasted years.
Final Business Response /* (4000, 9, 2017/12/21) */
We apologize that the member feels the way she does regarding her interactions with a former franchise. DirectBuy has done a great deal to revamp our business model, including closing the club locations that gave our brand a bad reputation. We would love the opportunity to show the member the new DirectBuy which is why we extended the offer of (3) free renewals with a $500 merchandise credit. We believe this is a fair offer and our position remains the same.