Initial Business Response /* (1000, 6, 2016/02/04) */
Contact Name and Title: J. [redacted]
Contact Phone: XXX-XXX-XXXX
The resolution of this order situation is in progress. Items have been sent out to be reupholstered for the consumer. In the interim, rental furniture has been provided for the...
consumer's use at no expense to the consumer. The patience of the consumer is appreciated throughout this process.
OFFER:
see above
Initial Business Response /* (1000, 5, 2016/09/20) */
In her complaint the member references two individual orders which were placed one week apart and received at the warehouse on different dates. The bedframe order the member was picking up at the warehouse, when she saw her desk, was placed...
first.
The member's desk order did arrive at the warehouse prior to the original estimated shipment date, however the warehouse has up to 48 hours to inspect orders prior to contacting the member. Due to the weight of the desk, the delivery company needed to request extra man power, and funds (at no cost to the member) to deliver the item. The process of making the request, and subsequent approval, took several days, which is the reason the member had not been contacted that her desk had arrived at the warehouse.
Once the delivery company received approval for the additional funds for the delivery attempts were made to contact the member. The agent reported difficulty getting through the phone lines, and then on the scheduled delivery day one of the workman became ill and the delivery had to be rescheduled. In order to compensate the member for these inconveniences both the handling and delivery fees were credited back to the member's credit card.
The order has been rescheduled for delivery on September 20. Our system notes show that member wants to cancel. The member (and former DirectBuy employee) has already been compensated for any inconveniences she may have experienced due to the delays with the delivery of her desk. Additional compensation for the legitimate delay of securing additional manpower to make a safe delivery is not warranted.
Initial Consumer Rebuttal /* (3000, 7, 2016/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On 9/13/16, the delivery was schedule for between 2:30 - 4:30. When the delivery did not take place I took the initiative to contact the delivery agent at just before 5:00 pm and was advised that the worker had allegedly suffered heat stroke, this on a day that it was not that hot in Austin. Additionally, no one from the delivery agent made any attempt to contact me to let me know that the delivery would not take place and would need to be rescheduled.
I contacted DirectBuy the next day to report what had happened and was told numerous times that week by DirectBuy personnel that the delivery agent will contact you to schedule the delivery and each time the promised call never happened. Friday afternoon, 9/16/16, I spoke to [redacted] at DirectBuy and advised her that if I was not contacted by the delivery agent by 5:00 that day that I wanted the order cancelled and to be refunded in full for the desk as it was ridiculous that this had not been resolved and enough of my time had been wasted in trying to get this matter addressed. [redacted] called me at approximately 5:30 that afternoon to see if I had been called to schedule delivery, which I had not, at which point she indicated that she understood my frustration as she was equally frustrated and that she would put through my refund.
Late Monday morning, 9/19/16, I was contacted by Elephant Moving (the local delivery agent) and DICTATED TO that they would be delivering the desk the next day; not can we schedule delivery with you or even so much as courteously asking if it would be convenient for me to take delivery the next day, just telling me they were coming. I advised Elephant Moving that I was not accepting delivery as I had already advised DirectBuy that I wanted the order cancelled. I did call [redacted] at DirectBuy and advise her and she expressed understanding and again said she would put the order through for refund but that she had to have her team leaders assistance to process the transaction. [redacted] did call me later in the day to say that her team leader wanted to know if I would accept a [redacted] refund for the desk only (the desk also includes a glass top that is a part of the entire order but charged separately even though when you select the desk it doesn't give you the option to purchase just the desk without the glass top) which amounted to [redacted] I advised [redacted] that the time I had to take off to be available for the failed delivery, the amount of time I had spent trying to get the delivery rescheduled, and the overall frustration I had experienced as a result was worth considerably more than [redacted] so no, I would not accept that offer. She was going to go back to her team leader and get back to me. I have heard nothing more from her or DirectBuy until receiving their response.
Additionally, my being a former DirectBuy employee has absolutely no bearing whatsoever with this matter.
If DirectBuy would like to refund me 50% of the total cost of the desk, including the glass top, or [redacted] and ensure that I will be contacted in a timely manner (within 48 hours of DirectBuy's acceptance of said offer) to schedule the delivery at a time that is convenient for me, I would be agreeable to such a resolution. The desk will still be subject to my inspection at time of delivery for any damage and repair or replacement as appropriate if any damage is found, as would be normal for any purchase.
Final Business Response /* (4000, 13, 2016/10/10) */
A mutually acceptable resolution has been reached with the consumer. The consumer has accepted and is in receipt of the merchandise.
Final Consumer Response /* (2000, 15, 2016/10/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 10, 2016/03/07) */
Contact Name and Title: M. [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@directbuy.com
DirectBuy Inc. conducts proactive retail price comparison studies to ensure that our members experience maximum savings. If a member...
should ever find a lower price from a legitimate, local retailer on an identical item that is currently available from a DirectBuy supplier, even if it's an "advertised special," we will beat it by at least 10% (terms and conditions apply). We have no record of this member ever requesting a price comparison on any item he was interested in purchasing. Since November of 2014 DirectBuy, inc. has been providing members of DirectBuy of Hampton Roads with all their member benefits. The only communication our office received from this member was 4 months after purchasing his DirectBuy membership requesting to cancel, citing financial hardship; this request came well past the 3-day rescission period. While we are not unsympathetic to the member's difficulties, the majority of the membership fees were received by Double Dash, Inc., the club's former owner. DirectBuy, Inc, is willing to provide the member with the portion of the membership fees our office received. If the member is willing to accept this offer please have him contact me directly. Acceptance our offer in no way precludes the member from continuing to seek reimbursement directly from Double Dash, Inc. of any and all fees he believes are owed to him by Double Dash, Inc.
OFFER:
Initial Consumer Rebuttal /* (3000, 12, 2016/03/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would be more please to know the exact amount of the refund that they offered, once we get that information then we will close the case. Thanks
Final Business Response /* (4000, 14, 2016/03/09) */
I have left messages on both numbers the member listed on his complaint requesting he contact me directly for further discussion.
Final Consumer Response /* (2000, 16, 2016/03/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I got a voicemail from Mrs. M. Sanders (XXX)XXX-XXXX on 3/9/16, I called back twice today 3/10/16, left messages, would like to proceed with the business offer, please send the offered refund to my wife Mercedes [redacted] at the address on our record or file. Will try to call Mrs Sanders tomorrow againt.
Initial Business Response /* (1000, 5, 2015/11/04) */
Contact Name and Title: M. [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@directbuy.com
Thank you for bringing this complaint to our attention. We apologize for the delay the member experienced when requesting to cancel the...
travel upgrade to her DirectBuy membership. The travel upgrade has been cancelled and a full refund is being processed back to the member.
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2015/11/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for a partial return payment, but I'm looking for a full refund of 2499. My bank statement is showing only 749 returned as of November 9, 2015. There were 2 payments of 749 and 1750 deducted from my checking account on Oct 2, 2015. I'm expecting the 1750 as well.
Final Business Response /* (4000, 9, 2015/11/09) */
Contact Name and Title: M. [redacted]
The two charges were credited back to the member's account on 11/4/15, however there appears to have been a hang up with one of the credits being processed. This error has been corrected and the member should now see the total refund reflected on her account.
OFFER:
Final Consumer Response /* (2000, 11, 2015/11/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Total refund is in the bank. Thank you Revdex.com and Direct Buy for settling my problem so quickly.
Initial Business Response /* (1000, 8, 2016/12/19) */
The items the member received are exactly what was represented in the manufacturer's catalog she selected them from (photos of from the catalog and items received have been provided to the Revdex.com). This vendor does not accept...
courtesy returns, nor was there any damage or defects on the items delivered to the member. DirectBuy's merchandise manager has agreed to provide the member with a refund and salvage the merchandise only because DirectBuy, Inc. is accruing storage fees from the time the member refused the order.
Initial Consumer Rebuttal /* (2000, 10, 2016/12/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We accept the agreement from Direct Buy for a prompt and complete refund of all our money [redacted] as this is what we paid for the furniture.
We appreciate Direct Buy's cooperation as there was no verbal or written documentation regarding a refund policy. The furniture was NOT as represented in the catalog. We would appreciate information
as soon as possible regarding when and how we will receive our refund ( a credit to my debit card that purchased the furniture or a check). We regret the inconvenience to Direct Buy but we also have been greatly inconvenienced sleeping on a mattress on the floor since October 30.
Initial Business Response /* (1000, 5, 2016/09/20) */
We apologize for the delays the member experienced with the warehouse and the receipt of his table base. The manufacturer has taken responsibility for sending the incorrect colored base and has already provided the member with a 25% refund; a...
replacement base has also been ordered. Due to manufacturing production times, which are outside of DirectBuy's control, the shipping date for the replacement is September 23.
Since becoming a DirectBuy member in 1998 this member has placed 69 orders totaling over [redacted] He also chose to renew his membership 12 times. It would appear that his overall DirectBuy member experience, and the savings benefits associated with his DirectBuy membership, have been positive. This membership expires on November 30, 2016. In an effort to maintain a positive consumer relationship DirectBuy, Inc. is providing this member with a one year free renewal (a [redacted] value), bringing the expiration date to November 30, 2017.
Initial Consumer Rebuttal /* (2000, 7, 2016/09/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/01/13) */
Contact Name and Title: Rebecca [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@gmail.com
The individual who filed the complaint against our company is not a DirectBuy member, but a relative of a member who has the same last...
name. The complainant misrepresented himself as a member of our club and requested a quote for countertops through a local supplier. This local supplier has a long-standing relationship with DirectBuy of Minneapolis-St Paul and offers our members a discount as a benefit of their membership.
Quotes are given for the product only and do not include any additional applicable fees such as handling, shipping, freight and/or taxes. DirectBuy members are aware that these fees are included in the final price of an item as this information is disclosed during the initial open house tour, as well as the member guide and new member orientation. Since the complainant is not a DirectBuy member he was most likely unaware of these additional charges.
A month after receiving the initial quote the complainant came into the club to place the countertop order, became very upset when he saw the addition of the handling fee, and was verbally abusive to our service staff. A manager was called in to explain the added charges and diffuse the situation; however the complainant continued to be rude and unreasonable with both staff members. The complainant then left the showroom and went directly to our local countertop supplier (who does not sell to the public), and tried to get DirectBuy pricing for the countertops. The supplier refused and told him they would have to charge him the full retail price if his order was not placed through DirectBuy.
The complainant then came back to the club the next weekend and demanded to see an owner, none of whom were available as they were attending an offsite event. Later, after learning of the issue the owners offered to reduce the handling fee by $100.00. The complainant initially rejected the offer, however later changed his mind and placed the order with the offered discount.
It was not until this point that we discovered that the complainant was not a DirectBuy member. The DirectBuy membership agreement makes it very clear that only the member, their household, and dependent children to the age of 23 are granted the right of membership; the complainant does not fall into any of these categories. The club owner called the member directly to discuss this violation and the member became rude and condescending.
DirectBuy of Minneapolis-St Paul does not intend to provide a refund to the complainant for this order. Given the violation of the membership agreement, the abuse of the membership privileges, the attempt to go around the club to the supplier, the inappropriate behavior towards our staff and franchise owner, it would be well within the rights of the company to not only refuse the sale, but also terminate the membership. We do not intend to take this action at this time, but request that the member and the complainant operate within the boundaries set forth in the membership agreement. If there is another violation of this sort we will have no choice but to terminate this membership.
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2016/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have paper work that showing them stating it was to take off my mothers name and my father and I will be on the membership together due to our business.
Also them club member never called and I can show phone records proving she never called me and had a conversation. Due to them not getting back to me I went back in 5 days later to talk to the owner she was never there and couple hours later she sent me an email never a call. When did I ever reject the 100 off? After you sent me your email I purchased the countertops so I could finish my project. After walking out of their store the first time I went to their supplier to get my sink back and went to other suppliers around the city to get other estimates. Even with direct buy not knowing how to give correct estimates I went back with them due to the price. In their statement they stated that the local suppliers does not sell to public which is another false statement. They have a store front in the cities and gave me a estimate for countertops as a public customer
The club missed represented the price they was going to charge of the countertops. I purchased cabinets from them the month before and with that estimate it clearly showed taxes, handling fees and any other fees that were to be on the bill.
If they think their owner talked to me about Violating the agreement plus show me your phone records.
Final Business Response /* (4000, 9, 2016/01/20) */
Contact Name and Title: Rebecca [redacted] Franchise Owner
We have made a good faith effort to service this member despite his numerous violations of his membership agreement. As such, we stand by our previously submitted response.
OFFER:
Initial Business Response /* (1000, 5, 2017/08/08) */
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 Broward County. The decision to close this location was made by the franchisee, Broward County, who were the recipients of the members' membership fee.
DirectBuy, Inc. took immediate steps to provide all members of the Broward County location with the ability to continue receiving all their DirectBuy membership benefits, including access to our exclusive Concierge program. Concierge allows members to make purchases from DirectBuy vendors and receive catalog and pricing information from the comfort of their own home. We even have Interior Designers and Cabinet Designers that can travel to this member's home to assist him.
The member contacted DirectBuy in September of 2016 with his concerns about the club closure. At that time DirectBuy refunded him his renewal payment and provided him with two years of courtesy renewals. This member's membership fees were paid directly to Broward County, therefore we do not feel that a refund from our office is appropriate. Also, the member has access to a 90 minute Free In-Home Design Consultation, as there are designers available in his area currently.In addition to the renewals previously given, we would also like to offer the member a [redacted] merchandise credit to use with our Concierge services.
Initial Consumer Rebuttal /* (2000, 7, 2017/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
What choice do I have? My girlfriend is convinced that we will make our money back in savings on tile and cabinetry. I'm not, but she's in charge of our renovation project. Thank you, Revdex.com, for what you do for is like me.
Initial Business Response /* (1000, 5, 2015/05/04) */
Contact Name and Title: [redacted] Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@directbuymsp.com
Upon receipt of the consumer's initial request for calls from DirectBuy to cease we confirmed that the calls were not coming from...
our internal call center, and that the number was on the Federal DNC list. We also contacted our outside call center, MDI, requesting the number be immediately removed from all call lists. When we received the complaint the consumer filed with your office we again confirmed that the number was on the DNC list, and neither our internal, or external call centers where placing the calls. The number the consumer provided from her caller ID is not a number associated with DirectBuy, or any of or affiliates. We have been in contact with the consumer and requested she advise us if she receives any more calls. We are also investigating where these calls are originating from and will make every effort to ensure they cease misrepresenting our company.
OFFER:
Initial Consumer Rebuttal /* (2000, 7, 2015/05/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/06/29) */
Contact Name and Title: Brandi J/[redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@directbuy.com
Thank you for making DirectBuy, Inc aware of this matter. We will be contacting the consumer in effort to reach an...
amicable resolution.
OFFER:
Initial Consumer Rebuttal /* (2000, 8, 2015/07/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accepted the solution from DirectBuy, Inc. They are going to pay off my membership fee and canceling my contract.
Initial Business Response /* (1000, 15, 2016/06/21) */
Thank you for bringing this complaint to our attention. The member purchased a 24 month DirectBuy membership on March 26, 2014, with the option to renew for a third year.
DirectBuy of Fort Myers adhered to all Florida State regulations...
regarding cancellation periods, the club's cancellation policy was clearly disclosed on the Membership Agreement. DirectBuy memberships are not conditioned on use. While we encourage all of our members to use their membership and realize their savings benefits, it is ultimately the members' decision whether or not to make purchases. When the Fort Myers club closed on June 20, 2015, DirectBuy, Inc. immediately provided the Fort Myers' members with our Concierge/Home Shopping Services, which provides members with all the savings and shopping benefits of their local club. The first contact this member had with our office was on June 13, 2016, one year after the club closed and well past the 3-day cancellation period. At that time the member was offered a free one year renewal; the member declined the offer. The former franchisee, DBFM, LLC not DirectBuy, Inc. was the recipient of this member's membership fees. While a refund from our office is not warranted, we are still willing to provide the member with a one year renewal at no cost, with full access to our Concierge Service.
Initial Consumer Rebuttal /* (3000, 17, 2016/06/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To begin with, our membership agreement was signed March 15, 2014, not March 26, 2014. So your information you have on file is incorrect. We are not trying to cancel our membership! The fact that we did not use the club membership is not the real issue! The issue is that you closed your Fort Myers showroom on June 20, 2015 with a little less than a year to go on our membership and forcing us to use your Concierge/Home Shopping Services, that we did not sign up for. We signed an agreement to use your club showroom to make purchases not use a computer or your concierge to make purchases. That's why we never purchased anything from your company. Your company denied us the right to use your club showroom to make our purchases. Our membership agreement clearly states under CONFIDENTALITY AND PROPER MEMBER CONDUCT, "All DirectBuy pricing information is strictly confidential, and you therefore agree to use the confidential pricing information in our vendor's catalogs ONLY INSIDE THE CLUB. This is clearly a breach of contract on your part. A corporate entity should be responsible for all of it's franchisees and therefore we expect a refund of our club membership of [redacted] We have also contacted the Florida Attorney General about the conduct of your company and your business practices.
.
Final Business Response /* (4000, 19, 2016/06/28) */
The decision to close DirectBuy of Fort Myers was made by the former owners of that location, [redacted] and [redacted] who were the recipients of the member's membership fees. The Membership Agreement includes several statements in which the member agrees not to disclose the confidential vendor price lists, whether found in the club's catalogs, DirectBuy's member website, or the Inspired Catalog (which is delivered to members via USPS), outside of the club. The Membership Agreement does not state that the only place the member will benefit from these prices is limited to the club location.
The Grant of Membership section of the Membership Agreement states "DBFM. LLC, the independent owner of DirectBuy of Fort Myers ("we" or "the club"), hereby grants to you, the individuals signing below, ("you" or "members") a Membership in its DirectBuy buying organization." DirectBuy, Inc.'s Concierge Service is a part of the buying organization the member joined, and can provide the member with all the savings benefits offered at the Fort Myers location.
This membership expired on April 1, 2016; the member chose not to renew for the optional third year. DirectBuy of Fort Myers closed on June 20, 2015, yet the member did not contact our office to express any dissatisfaction with his membership until June 13, 2016, one year after his local location closed, and almost 2 months after his membership expired. We stand by our offer to re-activate this membership for one year at no cost to the member, however a refund of fees DirectBuy, Inc. did not receive is not warranted by this complaint.
We are in receipt of the complaint the member filed with the Florida Department of Agriculture & Consumer Services, and will provide a copy of this complaint in our response to their office.
Initial Business Response /* (1000, 5, 2016/02/03) */
Contact Name and Title: J. [redacted]
Contact Phone: XXX-XXX-XXXX
Consumer indicated she will likely receive the needed parts today.
OFFER:
Needed parts provided.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/06) */
(The consumer...
indicated he/she DID NOT accept the response from the business.)
Today February 6th 2015 parts needed has NOT been provided.
Final Consumer Response /* (3000, 16, 2016/03/03) */
In response to my complaint against directbuy/ Liberty furniture I would like to reopen this case. I received a partial delivery and was promised the order would be completed two weeks ago Still waiting. I'm strongly considering legal counsel. Help!!!!!
Final Business Response /* (4000, 18, 2016/03/04) */
Contact Name and Title: J. [redacted]
An item was erroneously returned, but is currently at the warehouse awaiting delivery. Additional parts should arrive via FedEx on 3/7/16 at the consumer's home.
OFFER:
Warehouse will contact consumer today as they have now received the correct phone number. A manager contacted consumer and provided all information and consumer was given the manager's phone number to call should there be any further delay. We apologize for any inconvenience.
Initial Business Response /* (1000, 5, 2017/01/27) */
The member purchased her membership from an independently owned and operated franchise. The franchisee set the price of the membership, and was the recipient of the membership fees. DirectBuy, Inc., offered to provide the member with [redacted]...
even though we did not receive these funds.
In addition, DirectBuy Inc. conducts proactive retail price comparison studies to ensure that our members experience maximum savings. If 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 [redacted] (terms and conditions apply).
We are still willing to provide the member with the [redacted] refund previously offered, however the member will need to continue working with our Member Relations associate to complete the paper work and finalize the refund.
Initial Consumer Rebuttal /* (3000, 7, 2017/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Our agreement was with Direct Buy. Their internal problems do not concern me nor should it be my problem. As far as im concerned Direct Buy way overcharged me and the exact same product is under [redacted] I was want a full refund. Trying to keep [redacted] is a rip off. Please let me know if Revdex.com can get me a full refund.
Final Consumer Response /* (4200, 16, 2017/02/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I agree that we are closer to a settlement - we are still out of [redacted] not knowing if Direct Buy will close doors or not in the next 5 months? We were members back in Cincinnati around 30 years ago. Being a loyal customer and regardless of in house technical terms such as term or subscription membership (choice of membership was not offered to us - the fact still remains that the amount we were charged was 7 x more for the exact same product), the program/product has not changed. We have in good faith paid the money and Direct Buy pulls the rug from under us - which is really not fair and we feel we are being penalized for signing up with Direct Buy.
What would Direct buy lose in offering us the premier membership for 2 years? We have been loyal customers and are willing to continue the relationship but Direct but needs to work with us and offer us something where we feel we made a good choice doing business with Direct Buy.
I'm sure Direct Buy can accommodate us. I'm happy to contact Direct Buy directly. Once the folks at Direct Buy gets the approval from management to switch us to the premier package - let me know who I should contact and at what number to finalize this. Alternatively, you can email me at [redacted]@yahoo.com. Once finalized, we are happy to close this Revdex.com file satisfactorily..thank you for working with us!!
[redacted]
Final Business Response /* (4000, 18, 2017/02/13) */
We feel we have made numerous attempts to resolve this complaint and are not able to offer the member any more compensation than what has already been offered.
Initial Business Response /* (1000, 5, 2016/02/16) */
Contact Name and Title: [redacted] - Legal
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@directbuy.com
Thank you for bringing this complaint to our attention as we are aware of the consumer's concerns regarding their membership...
benefits. DirectBuy, Inc. requested and has been granted an Order of Dismissal with Prejudice from the Lee County Justice Court in Texas with regards to their claim; hence the consumer cannot bring this claim back to court.
The members purchased a membership in the DirectBuy buying organization. The privileges associated with this membership entitle the member to buy directly from the manufacturer, or their authorized dealer, at discounted prices. These privileges are still available to the member through the personal service of the DirectBuy, Inc. Concierge Shopping program and the member's website.
The consumer chose to stop making payments on their financial obligation two months after signing their contract. Additionally, they have been refunded in full for the two orders referenced in their Revdex.com complaint and awarded an additional [redacted] merchandise credit to be used towards their next order. Since payment for membership is not conditioned on the use of the membership, a refund of membership fees is not warranted by our company.
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2016/02/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We were very misrepresented and not shown the back page of the contract during the representation concerning arbitration. Since they have our money and have done nothing to earn the money I am still requesting our money back. Unless they are unethical there should be no problem with our request. Please print this response so that other customers do not get burned like we did.
Final Business Response /* (4000, 30, 2016/03/11) */
We have provided the member with all the documentation that he has requested. We stand by our previous response(s) and offer.
Final Consumer Response /* (2000, 44, 2016/03/31) */
Initial Business Response /* (1000, 5, 2017/05/11) */
Thank you for bringing this complaint to our attention. We make every effort to resolve every complaint with a satisfactory outcome for our members. Although the travel voucher the member referenced expired a year ago, we were able to provide...
the member with a new voucher to be redeemed within a years' time. This has been explained to him. Unfortunately, the member did not purchase travel benefits as he had originally understood but one of our agents has been able to clear that up with him as well. We value all of our members and I am happy to report that he accepted the new travel certificate as a satisfactory resolution.
Initial Consumer Rebuttal /* (3000, 7, 2017/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have received a an email from Direct Buy that they are sending me a new travel certificate good for on year If I receive it the second issue will be resolved.
Still they don't mention anything about the first issue. They said that my membership is good for travel club and direct buy club, and I have signed statement of understanding with me. But I called for travel club they denied and said I have to upgrade my membership to platinum to get all the benefits.
I am uploading the supporting Documents.
Regards
[redacted]
Final Consumer Response /* (4200, 19, 2017/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have a complaint, because Direct Buy sent me a cruise certificate that is only only good for four days with two people. My Original certificate was for a seven day cruise.
I tried to book a cruise for 4 days with the certificate but still the full of price of the cruise was not covered just the base price and I have to pay extra.
Secondly, my travel club membership ( which I mentioned in my first complaint) was refused by Direct Buy, and they were saying my membership does not include travel benefits . Now Directbuy says that it was a mistake from their end my membership includes the travel club they created a duplicate membership ( technical error on their end ) and they have activated my membership with full benefits. I didn't receive full benefits for 2 years and was cheated out of the benefits I paid for. Please find a solution to my issue.
Thank you, [redacted]
Final Business Response /* (4000, 21, 2017/06/23) */
We offered a travel savings credit as a resolution to this complaint. In no way did that imply that there was a technical error and that a duplicate membership was created nor admission that Mr. [redacted] now has a travel membership. I am unclear as to who advised Mr. [redacted] regarding this claim because our records do not indicate such conversation. We have made every effort to come to a reasonable resolution with Mr. [redacted]. As previously indicated, Mr. [redacted] did not purchase a travel membership. If he is able to provide proof of payment for a travel membership or make the decision to upgrade to travel, we can make the appropriate change in our system. The travel savings credit offer was the original offer given to Mr. [redacted] when he first contacted our office regarding his disappointment, in which he declined. We have since then issued a new certificate to replace his expired certificate and are still willing to issue the [redacted] travel savings credit although he did not purchase travel benefits. We believe this is a more than reasonable offer and we will not be able to offer any additional compensation. Thank you for your time and consideration.
Initial Business Response /* (1000, 8, 2016/02/19) */
Contact Name and Title: M. [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@directbuy.com
DirectBuy, Inc.'s cabinet designer has made two attempts to speak with the member to resolve this complaint. A message was left on the...
member's home number on February 9th requesting a call back; a follow-up email was sent February 17th to the email address we have on file under her membership. To date the member has not responded.
OFFER:
Initial Business Response /* (1000, 8, 2015/12/02) */
Contact Name and Title: J. [redacted]
Contact Phone: XXX-XXX-XXXX
During communications with the consumer, we have reached a mutually acceptable resolution.
OFFER:
Initial Consumer Rebuttal /* (3000, 11, 2015/12/02) */
Direct Buy has...
contacted me and has agreed to pay back my money and end membership and also withdraw all negative credit marks against me!
I haven't contacted Revdex.com due to the fact that I'm waiting on their check issued for refund to me. I wanted to make sure I receive it before I end the complaint and that it has been resolved. As of 12/2/15, I have not received refund.
[redacted]
Final Business Response /* (4000, 13, 2015/12/02) */
Contact Name and Title: J. [redacted]
The check was mailed to the consumer today.
OFFER:
Final Consumer Response /* (2000, 15, 2015/12/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Direct Buy mailed me the check as expected, and they are to wipe my credit clean with them and to the credit bureaus.
I accept this resolution and wish the negative report against them be resolved thru Revdex.com.
Thanks,
[redacted]
Initial Business Response /* (1000, 5, 2016/03/08) */
Contact Name and Title: [redacted] - Legal
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@directbuy.com
Thank you for bringing this complaint to our attention. I have confirmed with both our corporate merchandise specialist and the...
cabinet manufacturer that the member's cabinet issues are being addressed and corrected. We apologize for the unavoidable shipping delay, and would like to offer the member a $500.00 merchandise credit to be used on future orders as compensation for any inconvenience this delay may have caused him. Given that the issues with the cabinets are being rectified by the vendor, and the member is being offered $500.00 worth of merchandise compensation, a refund of this order is not warranted.
OFFER:
Initial Consumer Rebuttal /* (2000, 7, 2016/03/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We take up the offer for the 500$ compensation.
Initial Business Response /* (1000, 5, 2015/07/30) */
Contact Name and Title: Angie Member Relations
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@directbuy.com
Thank you for making DirectBuy, Inc aware of this matter. We will be contacting the consumer in effort to reach an amicable...
resolution.
OFFER:
Initial Consumer Rebuttal /* (2000, 8, 2015/08/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Spoke with Angie in Member Services on 08/03/2015. It was agreed that Direct Buy will pay the remaining balance to Beta Finance to release us from the agreement. A signed release form was scanned to Angie on 8/7/2015.
Initial Business Response /* (1000, 5, 2015/08/11) */
Contact Name and Title: Maureen / Mbr Relations
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@directbuy.com
Thank you for making DirectBuy, Inc aware of this matter. We will be contacting the consumer in effort to reach an...
Initial Business Response /* (1000, 6, 2016/02/04) */
Contact Name and Title: J. [redacted]
Contact Phone: XXX-XXX-XXXX
The resolution of this order situation is in progress. Items have been sent out to be reupholstered for the consumer. In the interim, rental furniture has been provided for the...
consumer's use at no expense to the consumer. The patience of the consumer is appreciated throughout this process.
OFFER:
see above
Initial Business Response /* (1000, 5, 2016/09/20) */
In her complaint the member references two individual orders which were placed one week apart and received at the warehouse on different dates. The bedframe order the member was picking up at the warehouse, when she saw her desk, was placed...
first.
The member's desk order did arrive at the warehouse prior to the original estimated shipment date, however the warehouse has up to 48 hours to inspect orders prior to contacting the member. Due to the weight of the desk, the delivery company needed to request extra man power, and funds (at no cost to the member) to deliver the item. The process of making the request, and subsequent approval, took several days, which is the reason the member had not been contacted that her desk had arrived at the warehouse.
Once the delivery company received approval for the additional funds for the delivery attempts were made to contact the member. The agent reported difficulty getting through the phone lines, and then on the scheduled delivery day one of the workman became ill and the delivery had to be rescheduled. In order to compensate the member for these inconveniences both the handling and delivery fees were credited back to the member's credit card.
The order has been rescheduled for delivery on September 20. Our system notes show that member wants to cancel. The member (and former DirectBuy employee) has already been compensated for any inconveniences she may have experienced due to the delays with the delivery of her desk. Additional compensation for the legitimate delay of securing additional manpower to make a safe delivery is not warranted.
Initial Consumer Rebuttal /* (3000, 7, 2016/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On 9/13/16, the delivery was schedule for between 2:30 - 4:30. When the delivery did not take place I took the initiative to contact the delivery agent at just before 5:00 pm and was advised that the worker had allegedly suffered heat stroke, this on a day that it was not that hot in Austin. Additionally, no one from the delivery agent made any attempt to contact me to let me know that the delivery would not take place and would need to be rescheduled.
I contacted DirectBuy the next day to report what had happened and was told numerous times that week by DirectBuy personnel that the delivery agent will contact you to schedule the delivery and each time the promised call never happened. Friday afternoon, 9/16/16, I spoke to [redacted] at DirectBuy and advised her that if I was not contacted by the delivery agent by 5:00 that day that I wanted the order cancelled and to be refunded in full for the desk as it was ridiculous that this had not been resolved and enough of my time had been wasted in trying to get this matter addressed. [redacted] called me at approximately 5:30 that afternoon to see if I had been called to schedule delivery, which I had not, at which point she indicated that she understood my frustration as she was equally frustrated and that she would put through my refund.
Late Monday morning, 9/19/16, I was contacted by Elephant Moving (the local delivery agent) and DICTATED TO that they would be delivering the desk the next day; not can we schedule delivery with you or even so much as courteously asking if it would be convenient for me to take delivery the next day, just telling me they were coming. I advised Elephant Moving that I was not accepting delivery as I had already advised DirectBuy that I wanted the order cancelled. I did call [redacted] at DirectBuy and advise her and she expressed understanding and again said she would put the order through for refund but that she had to have her team leaders assistance to process the transaction. [redacted] did call me later in the day to say that her team leader wanted to know if I would accept a [redacted] refund for the desk only (the desk also includes a glass top that is a part of the entire order but charged separately even though when you select the desk it doesn't give you the option to purchase just the desk without the glass top) which amounted to [redacted] I advised [redacted] that the time I had to take off to be available for the failed delivery, the amount of time I had spent trying to get the delivery rescheduled, and the overall frustration I had experienced as a result was worth considerably more than [redacted] so no, I would not accept that offer. She was going to go back to her team leader and get back to me. I have heard nothing more from her or DirectBuy until receiving their response.
Additionally, my being a former DirectBuy employee has absolutely no bearing whatsoever with this matter.
If DirectBuy would like to refund me 50% of the total cost of the desk, including the glass top, or [redacted] and ensure that I will be contacted in a timely manner (within 48 hours of DirectBuy's acceptance of said offer) to schedule the delivery at a time that is convenient for me, I would be agreeable to such a resolution. The desk will still be subject to my inspection at time of delivery for any damage and repair or replacement as appropriate if any damage is found, as would be normal for any purchase.
Final Business Response /* (4000, 13, 2016/10/10) */
A mutually acceptable resolution has been reached with the consumer. The consumer has accepted and is in receipt of the merchandise.
Final Consumer Response /* (2000, 15, 2016/10/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 10, 2016/03/07) */
Contact Name and Title: M. [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@directbuy.com
DirectBuy Inc. conducts proactive retail price comparison studies to ensure that our members experience maximum savings. If a member...
should ever find a lower price from a legitimate, local retailer on an identical item that is currently available from a DirectBuy supplier, even if it's an "advertised special," we will beat it by at least 10% (terms and conditions apply). We have no record of this member ever requesting a price comparison on any item he was interested in purchasing. Since November of 2014 DirectBuy, inc. has been providing members of DirectBuy of Hampton Roads with all their member benefits. The only communication our office received from this member was 4 months after purchasing his DirectBuy membership requesting to cancel, citing financial hardship; this request came well past the 3-day rescission period. While we are not unsympathetic to the member's difficulties, the majority of the membership fees were received by Double Dash, Inc., the club's former owner. DirectBuy, Inc, is willing to provide the member with the portion of the membership fees our office received. If the member is willing to accept this offer please have him contact me directly. Acceptance our offer in no way precludes the member from continuing to seek reimbursement directly from Double Dash, Inc. of any and all fees he believes are owed to him by Double Dash, Inc.
OFFER:
Initial Consumer Rebuttal /* (3000, 12, 2016/03/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would be more please to know the exact amount of the refund that they offered, once we get that information then we will close the case. Thanks
Final Business Response /* (4000, 14, 2016/03/09) */
I have left messages on both numbers the member listed on his complaint requesting he contact me directly for further discussion.
Final Consumer Response /* (2000, 16, 2016/03/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I got a voicemail from Mrs. M. Sanders (XXX)XXX-XXXX on 3/9/16, I called back twice today 3/10/16, left messages, would like to proceed with the business offer, please send the offered refund to my wife Mercedes [redacted] at the address on our record or file. Will try to call Mrs Sanders tomorrow againt.
Initial Business Response /* (1000, 5, 2015/11/04) */
Contact Name and Title: M. [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@directbuy.com
Thank you for bringing this complaint to our attention. We apologize for the delay the member experienced when requesting to cancel the...
travel upgrade to her DirectBuy membership. The travel upgrade has been cancelled and a full refund is being processed back to the member.
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2015/11/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for a partial return payment, but I'm looking for a full refund of 2499. My bank statement is showing only 749 returned as of November 9, 2015. There were 2 payments of 749 and 1750 deducted from my checking account on Oct 2, 2015. I'm expecting the 1750 as well.
Final Business Response /* (4000, 9, 2015/11/09) */
Contact Name and Title: M. [redacted]
The two charges were credited back to the member's account on 11/4/15, however there appears to have been a hang up with one of the credits being processed. This error has been corrected and the member should now see the total refund reflected on her account.
OFFER:
Final Consumer Response /* (2000, 11, 2015/11/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Total refund is in the bank. Thank you Revdex.com and Direct Buy for settling my problem so quickly.
Initial Business Response /* (1000, 8, 2016/12/19) */
The items the member received are exactly what was represented in the manufacturer's catalog she selected them from (photos of from the catalog and items received have been provided to the Revdex.com). This vendor does not accept...
courtesy returns, nor was there any damage or defects on the items delivered to the member. DirectBuy's merchandise manager has agreed to provide the member with a refund and salvage the merchandise only because DirectBuy, Inc. is accruing storage fees from the time the member refused the order.
Initial Consumer Rebuttal /* (2000, 10, 2016/12/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We accept the agreement from Direct Buy for a prompt and complete refund of all our money [redacted] as this is what we paid for the furniture.
We appreciate Direct Buy's cooperation as there was no verbal or written documentation regarding a refund policy. The furniture was NOT as represented in the catalog. We would appreciate information
as soon as possible regarding when and how we will receive our refund ( a credit to my debit card that purchased the furniture or a check). We regret the inconvenience to Direct Buy but we also have been greatly inconvenienced sleeping on a mattress on the floor since October 30.
Initial Business Response /* (1000, 5, 2016/09/20) */
We apologize for the delays the member experienced with the warehouse and the receipt of his table base. The manufacturer has taken responsibility for sending the incorrect colored base and has already provided the member with a 25% refund; a...
replacement base has also been ordered. Due to manufacturing production times, which are outside of DirectBuy's control, the shipping date for the replacement is September 23.
Since becoming a DirectBuy member in 1998 this member has placed 69 orders totaling over [redacted] He also chose to renew his membership 12 times. It would appear that his overall DirectBuy member experience, and the savings benefits associated with his DirectBuy membership, have been positive. This membership expires on November 30, 2016. In an effort to maintain a positive consumer relationship DirectBuy, Inc. is providing this member with a one year free renewal (a [redacted] value), bringing the expiration date to November 30, 2017.
Initial Consumer Rebuttal /* (2000, 7, 2016/09/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/01/13) */
Contact Name and Title: Rebecca [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@gmail.com
The individual who filed the complaint against our company is not a DirectBuy member, but a relative of a member who has the same last...
name. The complainant misrepresented himself as a member of our club and requested a quote for countertops through a local supplier. This local supplier has a long-standing relationship with DirectBuy of Minneapolis-St Paul and offers our members a discount as a benefit of their membership.
Quotes are given for the product only and do not include any additional applicable fees such as handling, shipping, freight and/or taxes. DirectBuy members are aware that these fees are included in the final price of an item as this information is disclosed during the initial open house tour, as well as the member guide and new member orientation. Since the complainant is not a DirectBuy member he was most likely unaware of these additional charges.
A month after receiving the initial quote the complainant came into the club to place the countertop order, became very upset when he saw the addition of the handling fee, and was verbally abusive to our service staff. A manager was called in to explain the added charges and diffuse the situation; however the complainant continued to be rude and unreasonable with both staff members. The complainant then left the showroom and went directly to our local countertop supplier (who does not sell to the public), and tried to get DirectBuy pricing for the countertops. The supplier refused and told him they would have to charge him the full retail price if his order was not placed through DirectBuy.
The complainant then came back to the club the next weekend and demanded to see an owner, none of whom were available as they were attending an offsite event. Later, after learning of the issue the owners offered to reduce the handling fee by $100.00. The complainant initially rejected the offer, however later changed his mind and placed the order with the offered discount.
It was not until this point that we discovered that the complainant was not a DirectBuy member. The DirectBuy membership agreement makes it very clear that only the member, their household, and dependent children to the age of 23 are granted the right of membership; the complainant does not fall into any of these categories. The club owner called the member directly to discuss this violation and the member became rude and condescending.
DirectBuy of Minneapolis-St Paul does not intend to provide a refund to the complainant for this order. Given the violation of the membership agreement, the abuse of the membership privileges, the attempt to go around the club to the supplier, the inappropriate behavior towards our staff and franchise owner, it would be well within the rights of the company to not only refuse the sale, but also terminate the membership. We do not intend to take this action at this time, but request that the member and the complainant operate within the boundaries set forth in the membership agreement. If there is another violation of this sort we will have no choice but to terminate this membership.
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2016/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have paper work that showing them stating it was to take off my mothers name and my father and I will be on the membership together due to our business.
Also them club member never called and I can show phone records proving she never called me and had a conversation. Due to them not getting back to me I went back in 5 days later to talk to the owner she was never there and couple hours later she sent me an email never a call. When did I ever reject the 100 off? After you sent me your email I purchased the countertops so I could finish my project. After walking out of their store the first time I went to their supplier to get my sink back and went to other suppliers around the city to get other estimates. Even with direct buy not knowing how to give correct estimates I went back with them due to the price. In their statement they stated that the local suppliers does not sell to public which is another false statement. They have a store front in the cities and gave me a estimate for countertops as a public customer
The club missed represented the price they was going to charge of the countertops. I purchased cabinets from them the month before and with that estimate it clearly showed taxes, handling fees and any other fees that were to be on the bill.
If they think their owner talked to me about Violating the agreement plus show me your phone records.
Final Business Response /* (4000, 9, 2016/01/20) */
Contact Name and Title: Rebecca [redacted] Franchise Owner
We have made a good faith effort to service this member despite his numerous violations of his membership agreement. As such, we stand by our previously submitted response.
OFFER:
Initial Business Response /* (1000, 5, 2017/08/08) */
s like me.
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 Broward County. The decision to close this location was made by the franchisee, Broward County, who were the recipients of the members' membership fee.
DirectBuy, Inc. took immediate steps to provide all members of the Broward County location with the ability to continue receiving all their DirectBuy membership benefits, including access to our exclusive Concierge program. Concierge allows members to make purchases from DirectBuy vendors and receive catalog and pricing information from the comfort of their own home. We even have Interior Designers and Cabinet Designers that can travel to this member's home to assist him.
The member contacted DirectBuy in September of 2016 with his concerns about the club closure. At that time DirectBuy refunded him his renewal payment and provided him with two years of courtesy renewals. This member's membership fees were paid directly to Broward County, therefore we do not feel that a refund from our office is appropriate. Also, the member has access to a 90 minute Free In-Home Design Consultation, as there are designers available in his area currently.In addition to the renewals previously given, we would also like to offer the member a [redacted] merchandise credit to use with our Concierge services.
Initial Consumer Rebuttal /* (2000, 7, 2017/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
What choice do I have? My girlfriend is convinced that we will make our money back in savings on tile and cabinetry. I'm not, but she's in charge of our renovation project. Thank you, Revdex.com, for what you do for i
Initial Business Response /* (1000, 5, 2015/05/04) */
Contact Name and Title: [redacted] Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@directbuymsp.com
Upon receipt of the consumer's initial request for calls from DirectBuy to cease we confirmed that the calls were not coming from...
our internal call center, and that the number was on the Federal DNC list. We also contacted our outside call center, MDI, requesting the number be immediately removed from all call lists. When we received the complaint the consumer filed with your office we again confirmed that the number was on the DNC list, and neither our internal, or external call centers where placing the calls. The number the consumer provided from her caller ID is not a number associated with DirectBuy, or any of or affiliates. We have been in contact with the consumer and requested she advise us if she receives any more calls. We are also investigating where these calls are originating from and will make every effort to ensure they cease misrepresenting our company.
OFFER:
Initial Consumer Rebuttal /* (2000, 7, 2015/05/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/06/29) */
Contact Name and Title: Brandi J/[redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@directbuy.com
Thank you for making DirectBuy, Inc aware of this matter. We will be contacting the consumer in effort to reach an...
amicable resolution.
OFFER:
Initial Consumer Rebuttal /* (2000, 8, 2015/07/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accepted the solution from DirectBuy, Inc. They are going to pay off my membership fee and canceling my contract.
Initial Business Response /* (1000, 15, 2016/06/21) */
Thank you for bringing this complaint to our attention. The member purchased a 24 month DirectBuy membership on March 26, 2014, with the option to renew for a third year.
DirectBuy of Fort Myers adhered to all Florida State regulations...
regarding cancellation periods, the club's cancellation policy was clearly disclosed on the Membership Agreement. DirectBuy memberships are not conditioned on use. While we encourage all of our members to use their membership and realize their savings benefits, it is ultimately the members' decision whether or not to make purchases. When the Fort Myers club closed on June 20, 2015, DirectBuy, Inc. immediately provided the Fort Myers' members with our Concierge/Home Shopping Services, which provides members with all the savings and shopping benefits of their local club. The first contact this member had with our office was on June 13, 2016, one year after the club closed and well past the 3-day cancellation period. At that time the member was offered a free one year renewal; the member declined the offer. The former franchisee, DBFM, LLC not DirectBuy, Inc. was the recipient of this member's membership fees. While a refund from our office is not warranted, we are still willing to provide the member with a one year renewal at no cost, with full access to our Concierge Service.
Initial Consumer Rebuttal /* (3000, 17, 2016/06/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To begin with, our membership agreement was signed March 15, 2014, not March 26, 2014. So your information you have on file is incorrect. We are not trying to cancel our membership! The fact that we did not use the club membership is not the real issue! The issue is that you closed your Fort Myers showroom on June 20, 2015 with a little less than a year to go on our membership and forcing us to use your Concierge/Home Shopping Services, that we did not sign up for. We signed an agreement to use your club showroom to make purchases not use a computer or your concierge to make purchases. That's why we never purchased anything from your company. Your company denied us the right to use your club showroom to make our purchases. Our membership agreement clearly states under CONFIDENTALITY AND PROPER MEMBER CONDUCT, "All DirectBuy pricing information is strictly confidential, and you therefore agree to use the confidential pricing information in our vendor's catalogs ONLY INSIDE THE CLUB. This is clearly a breach of contract on your part. A corporate entity should be responsible for all of it's franchisees and therefore we expect a refund of our club membership of [redacted] We have also contacted the Florida Attorney General about the conduct of your company and your business practices.
.
Final Business Response /* (4000, 19, 2016/06/28) */
The decision to close DirectBuy of Fort Myers was made by the former owners of that location, [redacted] and [redacted] who were the recipients of the member's membership fees. The Membership Agreement includes several statements in which the member agrees not to disclose the confidential vendor price lists, whether found in the club's catalogs, DirectBuy's member website, or the Inspired Catalog (which is delivered to members via USPS), outside of the club. The Membership Agreement does not state that the only place the member will benefit from these prices is limited to the club location.
The Grant of Membership section of the Membership Agreement states "DBFM. LLC, the independent owner of DirectBuy of Fort Myers ("we" or "the club"), hereby grants to you, the individuals signing below, ("you" or "members") a Membership in its DirectBuy buying organization." DirectBuy, Inc.'s Concierge Service is a part of the buying organization the member joined, and can provide the member with all the savings benefits offered at the Fort Myers location.
This membership expired on April 1, 2016; the member chose not to renew for the optional third year. DirectBuy of Fort Myers closed on June 20, 2015, yet the member did not contact our office to express any dissatisfaction with his membership until June 13, 2016, one year after his local location closed, and almost 2 months after his membership expired. We stand by our offer to re-activate this membership for one year at no cost to the member, however a refund of fees DirectBuy, Inc. did not receive is not warranted by this complaint.
We are in receipt of the complaint the member filed with the Florida Department of Agriculture & Consumer Services, and will provide a copy of this complaint in our response to their office.
Initial Business Response /* (1000, 5, 2016/02/03) */
Contact Name and Title: J. [redacted]
Contact Phone: XXX-XXX-XXXX
Consumer indicated she will likely receive the needed parts today.
OFFER:
Needed parts provided.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/06) */
(The consumer...
indicated he/she DID NOT accept the response from the business.)
Today February 6th 2015 parts needed has NOT been provided.
Final Consumer Response /* (3000, 16, 2016/03/03) */
In response to my complaint against directbuy/ Liberty furniture I would like to reopen this case. I received a partial delivery and was promised the order would be completed two weeks ago Still waiting. I'm strongly considering legal counsel. Help!!!!!
Final Business Response /* (4000, 18, 2016/03/04) */
Contact Name and Title: J. [redacted]
An item was erroneously returned, but is currently at the warehouse awaiting delivery. Additional parts should arrive via FedEx on 3/7/16 at the consumer's home.
OFFER:
Warehouse will contact consumer today as they have now received the correct phone number. A manager contacted consumer and provided all information and consumer was given the manager's phone number to call should there be any further delay. We apologize for any inconvenience.
Initial Business Response /* (1000, 5, 2017/01/27) */
The member purchased her membership from an independently owned and operated franchise. The franchisee set the price of the membership, and was the recipient of the membership fees. DirectBuy, Inc., offered to provide the member with [redacted]...
even though we did not receive these funds.
In addition, DirectBuy Inc. conducts proactive retail price comparison studies to ensure that our members experience maximum savings. If 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 [redacted] (terms and conditions apply).
We are still willing to provide the member with the [redacted] refund previously offered, however the member will need to continue working with our Member Relations associate to complete the paper work and finalize the refund.
Initial Consumer Rebuttal /* (3000, 7, 2017/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Our agreement was with Direct Buy. Their internal problems do not concern me nor should it be my problem. As far as im concerned Direct Buy way overcharged me and the exact same product is under [redacted] I was want a full refund. Trying to keep [redacted] is a rip off. Please let me know if Revdex.com can get me a full refund.
Final Consumer Response /* (4200, 16, 2017/02/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I agree that we are closer to a settlement - we are still out of [redacted] not knowing if Direct Buy will close doors or not in the next 5 months? We were members back in Cincinnati around 30 years ago. Being a loyal customer and regardless of in house technical terms such as term or subscription membership (choice of membership was not offered to us - the fact still remains that the amount we were charged was 7 x more for the exact same product), the program/product has not changed. We have in good faith paid the money and Direct Buy pulls the rug from under us - which is really not fair and we feel we are being penalized for signing up with Direct Buy.
What would Direct buy lose in offering us the premier membership for 2 years? We have been loyal customers and are willing to continue the relationship but Direct but needs to work with us and offer us something where we feel we made a good choice doing business with Direct Buy.
I'm sure Direct Buy can accommodate us. I'm happy to contact Direct Buy directly. Once the folks at Direct Buy gets the approval from management to switch us to the premier package - let me know who I should contact and at what number to finalize this. Alternatively, you can email me at [redacted]@yahoo.com. Once finalized, we are happy to close this Revdex.com file satisfactorily..thank you for working with us!!
[redacted]
Final Business Response /* (4000, 18, 2017/02/13) */
We feel we have made numerous attempts to resolve this complaint and are not able to offer the member any more compensation than what has already been offered.
Initial Business Response /* (1000, 5, 2016/02/16) */
Contact Name and Title: [redacted] - Legal
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@directbuy.com
Thank you for bringing this complaint to our attention as we are aware of the consumer's concerns regarding their membership...
benefits. DirectBuy, Inc. requested and has been granted an Order of Dismissal with Prejudice from the Lee County Justice Court in Texas with regards to their claim; hence the consumer cannot bring this claim back to court.
The members purchased a membership in the DirectBuy buying organization. The privileges associated with this membership entitle the member to buy directly from the manufacturer, or their authorized dealer, at discounted prices. These privileges are still available to the member through the personal service of the DirectBuy, Inc. Concierge Shopping program and the member's website.
The consumer chose to stop making payments on their financial obligation two months after signing their contract. Additionally, they have been refunded in full for the two orders referenced in their Revdex.com complaint and awarded an additional [redacted] merchandise credit to be used towards their next order. Since payment for membership is not conditioned on the use of the membership, a refund of membership fees is not warranted by our company.
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2016/02/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We were very misrepresented and not shown the back page of the contract during the representation concerning arbitration. Since they have our money and have done nothing to earn the money I am still requesting our money back. Unless they are unethical there should be no problem with our request. Please print this response so that other customers do not get burned like we did.
Final Business Response /* (4000, 30, 2016/03/11) */
We have provided the member with all the documentation that he has requested. We stand by our previous response(s) and offer.
Final Consumer Response /* (2000, 44, 2016/03/31) */
Initial Business Response /* (1000, 5, 2017/05/11) */
Thank you for bringing this complaint to our attention. We make every effort to resolve every complaint with a satisfactory outcome for our members. Although the travel voucher the member referenced expired a year ago, we were able to provide...
the member with a new voucher to be redeemed within a years' time. This has been explained to him. Unfortunately, the member did not purchase travel benefits as he had originally understood but one of our agents has been able to clear that up with him as well. We value all of our members and I am happy to report that he accepted the new travel certificate as a satisfactory resolution.
Initial Consumer Rebuttal /* (3000, 7, 2017/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have received a an email from Direct Buy that they are sending me a new travel certificate good for on year If I receive it the second issue will be resolved.
Still they don't mention anything about the first issue. They said that my membership is good for travel club and direct buy club, and I have signed statement of understanding with me. But I called for travel club they denied and said I have to upgrade my membership to platinum to get all the benefits.
I am uploading the supporting Documents.
Regards
[redacted]
Final Consumer Response /* (4200, 19, 2017/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have a complaint, because Direct Buy sent me a cruise certificate that is only only good for four days with two people. My Original certificate was for a seven day cruise.
I tried to book a cruise for 4 days with the certificate but still the full of price of the cruise was not covered just the base price and I have to pay extra.
Secondly, my travel club membership ( which I mentioned in my first complaint) was refused by Direct Buy, and they were saying my membership does not include travel benefits . Now Directbuy says that it was a mistake from their end my membership includes the travel club they created a duplicate membership ( technical error on their end ) and they have activated my membership with full benefits. I didn't receive full benefits for 2 years and was cheated out of the benefits I paid for. Please find a solution to my issue.
Thank you, [redacted]
Final Business Response /* (4000, 21, 2017/06/23) */
We offered a travel savings credit as a resolution to this complaint. In no way did that imply that there was a technical error and that a duplicate membership was created nor admission that Mr. [redacted] now has a travel membership. I am unclear as to who advised Mr. [redacted] regarding this claim because our records do not indicate such conversation. We have made every effort to come to a reasonable resolution with Mr. [redacted]. As previously indicated, Mr. [redacted] did not purchase a travel membership. If he is able to provide proof of payment for a travel membership or make the decision to upgrade to travel, we can make the appropriate change in our system. The travel savings credit offer was the original offer given to Mr. [redacted] when he first contacted our office regarding his disappointment, in which he declined. We have since then issued a new certificate to replace his expired certificate and are still willing to issue the [redacted] travel savings credit although he did not purchase travel benefits. We believe this is a more than reasonable offer and we will not be able to offer any additional compensation. Thank you for your time and consideration.
Initial Business Response /* (1000, 8, 2016/02/19) */
Contact Name and Title: M. [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@directbuy.com
DirectBuy, Inc.'s cabinet designer has made two attempts to speak with the member to resolve this complaint. A message was left on the...
member's home number on February 9th requesting a call back; a follow-up email was sent February 17th to the email address we have on file under her membership. To date the member has not responded.
OFFER:
Initial Business Response /* (1000, 8, 2015/12/02) */
Contact Name and Title: J. [redacted]
Contact Phone: XXX-XXX-XXXX
During communications with the consumer, we have reached a mutually acceptable resolution.
OFFER:
Initial Consumer Rebuttal /* (3000, 11, 2015/12/02) */
Direct Buy has...
contacted me and has agreed to pay back my money and end membership and also withdraw all negative credit marks against me!
I haven't contacted Revdex.com due to the fact that I'm waiting on their check issued for refund to me. I wanted to make sure I receive it before I end the complaint and that it has been resolved. As of 12/2/15, I have not received refund.
[redacted]
Final Business Response /* (4000, 13, 2015/12/02) */
Contact Name and Title: J. [redacted]
The check was mailed to the consumer today.
OFFER:
Final Consumer Response /* (2000, 15, 2015/12/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Direct Buy mailed me the check as expected, and they are to wipe my credit clean with them and to the credit bureaus.
I accept this resolution and wish the negative report against them be resolved thru Revdex.com.
Thanks,
[redacted]
Initial Business Response /* (1000, 5, 2016/03/08) */
Contact Name and Title: [redacted] - Legal
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@directbuy.com
Thank you for bringing this complaint to our attention. I have confirmed with both our corporate merchandise specialist and the...
cabinet manufacturer that the member's cabinet issues are being addressed and corrected. We apologize for the unavoidable shipping delay, and would like to offer the member a $500.00 merchandise credit to be used on future orders as compensation for any inconvenience this delay may have caused him. Given that the issues with the cabinets are being rectified by the vendor, and the member is being offered $500.00 worth of merchandise compensation, a refund of this order is not warranted.
OFFER:
Initial Consumer Rebuttal /* (2000, 7, 2016/03/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We take up the offer for the 500$ compensation.
Initial Business Response /* (1000, 5, 2015/07/30) */
Contact Name and Title: Angie Member Relations
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@directbuy.com
Thank you for making DirectBuy, Inc aware of this matter. We will be contacting the consumer in effort to reach an amicable...
resolution.
OFFER:
Initial Consumer Rebuttal /* (2000, 8, 2015/08/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Spoke with Angie in Member Services on 08/03/2015. It was agreed that Direct Buy will pay the remaining balance to Beta Finance to release us from the agreement. A signed release form was scanned to Angie on 8/7/2015.
Initial Business Response /* (1000, 5, 2015/08/11) */
Contact Name and Title: Maureen / Mbr Relations
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@directbuy.com
Thank you for making DirectBuy, Inc aware of this matter. We will be contacting the consumer in effort to reach an...
amicable resolution.
OFFER: