Initial Business Response /* (1000, 5, 2015/08/11) */
Contact Name and Title: Maureen/Member Relations
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@directbuy.com
Thank you for making DirectBuy, Inc aware of this matter. We will be contacting the consumer in effort to reach an...
amicable resolution.
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
According to the company's response on August 11, 2015, they stated that they were to contact us to reach an amicable resolution, which is great. However, they did not specify how they were to contact us, which now as of August 17, 2015, six days later, we have not heard from them.
Final Business Response /* (4000, 13, 2015/08/26) */
Contact Name and Title: Maureen/Member Relations
Resolved
OFFER:
This complaint has been resolved to member's satisfaction.
Final Consumer Response /* (3000, 16, 2015/09/09) */
Hi, my name is [redacted] and I spoke to Maureen in member's relations at DirectBuy the week of Aug 27, 2015. I was inform that several forms were to be sent to me by e-mail that myself and husband to sign. These forms were to remove the negative collection acct. and to cancel the remainder balance owe on the account. We signed the required documents and faxed them back to Maureen's attention.
Since, I checked my credit accounts, which the Equifax report, removed the Beta Finance account, however on my Transunion report the Beta Finance remain. But it does report that a hard credit inquire from Beta Finance was removed on 8/27/2015. This is nice, however I would prefer them remove it from all my 3 reports as promised. Please report this information removal of collection/chargeoff to all three bureau.
Thank you
Initial Business Response /* (1000, 5, 2017/06/02) */
Member purchased a DirectBuy membership on 5/15/14 and also signed a Retail Installment Contract for the financing of said membership. Directly above the member's signature on the Membership Agreement it states: "You agree to pay the price for...
your membership on the terms above and acknowledge that your membership not cancelable, and your membership fees are not refundable, except as may otherwise be provided by applicable law or disclosed in this agreement. Payment for membership is not conditioned on the use of the membership". It also states on the Retail Installment Contract under the Entire Contract section that "No oral promises, representations or statements are part of this contract...." Member made 2 payments towards their Retail Installment Contract and defaulted on the remainder. Their account was charged off on 4/15/15 and has since been sold to National Financial Group. Member should reach out to National Financial Group going forward at XXX-XXX-XXXX regarding their account as DirectBuy no longer has ownership of this contract.
Initial Consumer Rebuttal /* (3000, 7, 2017/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In other words they have sales staff who can say anything to get the sale done and the company allows it? We paid a deposit on a credit card as well as the monthly payments. We are requesting a full refund. They hire unscrupulous people to get the job done, they should honor what their employees promised.
Final Business Response /* (4000, 9, 2017/06/13) */
As previously mentioned, the Retail Installment Contract states "No oral promises, representations or statements are part of this contract....". This section is to protect both the consumer and the company from any disputes concerning oral promises. While we can neither confirm nor deny what was discussed during the sale, it is not our practice to make false claims during the sale process. Furthermore, regarding the claim of making monthly payments, the consumer made a total of 2 of the agreed upon 36 monthly installments. Due to them defaulting on their Retail Installment Contract, their account was charged off and sold to National Financial Group. Consumer is advised to reach National Financial Group at XXX-XXX-XXXX as DirectBuy no long has ownership of this contract.
Initial Business Response /* (1000, 10, 2015/08/26) */
Contact Name and Title: Jacklynn [redacted]
Contact Email: [redacted]@directbuy.com
This member was reached by phone today, but was unable to speak at length. Member is willing to have further conversation and will contact us at their earliest...
convenience. We will provide Revdex.com with the results of this future conversation.
OFFER:
Initial Consumer Rebuttal /* (2000, 12, 2015/09/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As of 09/03/2015 we look like a settlement has been made. They have been very understanding of our problem Waiting for final results .
Initial Business Response /* (1000, 12, 2015/08/26) */
Please be advised that resolution with the consumer is in progress. We apologize for the delay in a final response. Thank you for your understanding.
Initial Business Response /* (1000, 5, 2015/11/18) */
Contact Name and Title: Janet [redacted] - Legal
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@directbuy.com
Thank you for bringing this complaint to our attention. We have been in contact with the member and will be providing his...
requested pro-rated refund.
OFFER:
Initial Consumer Rebuttal /* (2000, 7, 2015/11/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It's better than nothing.
Initial Business Response /* (1000, 5, 2015/08/06) */
Contact Name and Title: Maureen/[redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@directbuy.com
Thank you for making DirectBuy, Inc aware of this matter. We will be contacting the consumer in effort to reach an...
amicable resolution.
OFFER:
Initial Consumer Rebuttal /* (3000, 8, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We believe as a Corporate Entity, Direct Buy, Inc. and it affiliated companies are responsible for the actions of its franchisees. We did not contract for an online shopping service. As the franchisor, we believe it is your responsibility to refund us the amount (3506.55) we paid, for a service that was not to our satisfaction. The savings were not equal to or adequate when compared to retail, especially when shipping was added to item at checkout. We believe this to be a reasonable request since on several occasions we attempted to utilize the SAVINGS through Direct Buy yet to no avail and no lack of effort on our part. 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.
Initial Business Response /* (1000, 5, 2017/08/18) */
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 Minneapolis-St. Paul. The decision to close this location was made by the franchisee, who were the recipients of the members' membership fee.
DirectBuy, Inc. took immediate steps to provide all members of the Minneapolis-St. Paul location with the ability to continue receiving all their DirectBuy membership benefits, including access to a cabinet designer that can travel to the member's home to assist with cabinet designs.
This member recently contacted DirectBuy to confirm that their membership could lapse and then be picked up again at a later date. Our agent assured member that they would not have to pay the initial fee again, just a monthly membership fee payment. In the interest of positive consumer relations we would like to offer the consumer a courtesy monthly renewal on their membership whenever they are ready to use it again.
Initial Consumer Rebuttal /* (3000, 7, 2017/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We appreciate the effort to correct the problem. The issue we still have is that we were lied to in order to get us to sign up. Had we been told that we would not have access to the showroom when our membership was "on-hold" we would never have signed up to begin with. I did ask the representative we spoke with if we would still have access to the online catalog since our location had closed and she informed us that we would not have access to anything.
We have not purchased anything in our entire year of membership (as we said we wouldn't) and I am sceptical of the purchasing process now knowing that we had been lied to about the sign up and membership policies.
Bottom line, if the sales rep had been truthful and not used scare tactics, we would never have signed up and therefore we would like a full refund of the money we gave DirectBuy under false pretenses.
Final Business Response /* (4000, 9, 2017/08/22) */
As we have communicated previously we do understand the member's disappointment regarding the closing of his local showroom, however the member through Concierge Shopping, still has access to many of the same benefits typically offered at the local club - from the comfort and convenience of his home. It's the best of both worlds: one-on-one service and ordering expertise, as well as access to products from hundreds of your favorite brand names.
Our knowledgeable Concierge Shopping staff can assist with product selections, acquiring fabric and finish samples, and telephone ordering - as well as help to resolve service or order challenges. You may pay for your purchases placed via telephone by MasterCard, VISA, or Discover through our secured payment link 24 hours a day.
The Concierge Shopping Team is available Monday thru Friday from 7:00am to 9:00pm Central Standard Time and on Saturday & Sundays from 9:00am to 5:00pm Central Standard Time. We're here to help when you need us, whether by email, phone, or fax.
While we can't offer any refund options at this time, due to the membership only being refundable within the first 90 days of the membership,in the interest of positive consumer relations we would like to offer the consumer (3) courtesy monthly renewals on their membership whenever they are ready to use it again and a [redacted] merchandise credit to use on their first order placed through Concierge Shopping.
Initial Business Response /* (1000, 17, 2015/06/12) */
Contact Name and Title: Valerie, [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@directbuy.com
Please accept our apology for not responding sooner. It was an oversight and we have every intention of reaching out to the...
consumer, our member, to resolve this issue.
OFFER:
Initial Business Response /* (1000, 5, 2015/07/01) */
Contact Name and Title: Nicole S. Member Relation
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@directbuy.com
Thank you for bringing this complaint to our attention. We received a generic communication from this member and have...
attempted to respond to them directly. 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 Sarasota. On August 13, 2011, the member purchased a DirectBuy membership with a 3-year term and has paid two annual renewals to maintain that membership.
With the closing of the Sarasota location in April, DirectBuy, Inc. took immediate steps to provide all members of that location with the ability to continue to receive all their DirectBuy membership benefits, including access
to our exclusive Home Shopping program. This information was made available to DirectBuy of Sarasota members via email and on their DirectBuy members' website immediately after the club closed.
OFFER:
This membership is due to expire August 13, 2015 and renewing the membership is optional. We do not feel that a refund from our office is appropriate, but would be more than happy to provide this member with a complimentary renewal for their inconvenience. We look forward to providing them with all their DirectBuy membership service and benefits.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The closing of the local store was unfortunate but giving me one free renewal does not help me if I cannot shop with this company. Thier website does not have very many items compared to thier store catalogs. Also they never addressed the fact of thier high sales practices and lying about renweal prices and many other things.
Final Business Response /* (4030, 10, 2015/07/14) */
DirectBuy arrived at a court-approved resolution of this member's claim in a class action matter in Hammond, Indiana. Under the class administrator's guidelines, the members had until June 11, 2013 to either file a claim or exclude themselves from the Settlement. Having failed to do either, the members are now bound to the settlement resolution, provided DirectBuy with a Release of Claim, and are not eligible to further pursue this claim; therefore, adjustments to their account are not warranted. For additional information the member can visit the claim's website, www.MembershipClubSettlement.com, or call 1-866-855-9790.
Initial Business Response /* (1000, 5, 2016/01/18) */
Contact Name and Title: M. [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@directbuy.com
We have spoken with the member and reached a resolution that is satisfactory to all parties.
OFFER:
Initial Consumer Rebuttal /*...
(2000, 7, 2016/01/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They were very prompt and courteous and very reasonable. I am satisfied with the resolution of my issue.
Initial Business Response /* (1000, 5, 2017/03/15) */
Thank you for bringing this complaint to our attention. We understand the members' disappointment regarding her membership. On November 21, 2016 the member purchased a DirectBuy Signature membership that is only cancellable and refundable...
within 90 days of signing up. The member reached out to us on 3/8/2017, at that time we communicated that while she was outside of her cancellation period, we would cancel her membership, but would not be able to offer a refund.
However, in the interest of good consumer relations, we will make a one-time exception to cancel and refund the membership. We will reach out to the member to explain the cancellation and refund process.
Initial Consumer Rebuttal /* (2000, 7, 2017/03/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 6, 2016/02/01) */
During the course of her membership, this [redacted] purchased 24 orders totaling over $7,900.00; the last order being placed on February 27, 2014. The original term of her membership was for 36 months with an option to renew for 7 consecutive years...
at a guaranteed rate. The [redacted] took 3 renewals, the last being in August of 2014.
The Bothell DirectBuy location closed on September 26, 2015. DirectBuy, Inc. took immediate steps to provide all members of this location with the ability to continue receiving all of their DirectBuy membership benefits, including access to our exclusive Home Shopping program. Home Shopping allows members to make purchases from 700 DirectBuy vendors offering over 1 million items, with complete access to catalog and pricing information, from the comfort of their own home. Our associates are able to order samples of flooring, carpet, window treatments, and fabric directly from the manufacturer and have them sent directly to the [redacted]'s home at no cost to the [redacted].
Home Shopping associates are available by phone, fax, and email 7 days a week, 9:00am till 9:00pm M-F, 9:00am till 5:00pm Saturday and Sunday. We have also retained a local consolidator, STI/A-1 Distribution, located at 6846 South 190th Street, Kent Washington for receiving orders that are not able to ship directly to the members' home via UPS. STI/A-1 Distribution receives orders, inspects contents, and contacts members directly to make delivery arrangements. In addition, DirectBuy, Inc. has contracted with local interior and cabinet designers who are available to work with our members on custom designs in their own homes.
Our recently re-launched members-only e-commerce website - my.directbuy.com - is also available to the [redacted] from the comfort of her own home. With better search capabilities, faster load times, improved images and item descriptions, and a more-appealing overall design, the new my.directbuy.com is bigger and better than ever and offers over 130,000 items available to order online. This information was made available to DirectBuy of Seattle members via email and on their DirectBuy members' website immediately after the club closed.
Although our records do not reflect receiving a renewal payment from this [redacted] since August 2014, in an effort to bring this matter to resolution we are willing to provide the [redacted] with a refund of the last renewal payment received, or provide her with one free one year renewal and reactivate her DirectBuy membership till January 2017, after which she would be required to pay the agreed upon annual renewal fee. Please let us know which of these options are selected.
OFFER:
Initial Consumer Rebuttal /* (3000, 8, 2016/02/07) */
The offer made by Direct Buy is not acceptable.
The closure of the Direct Buy Showrooms in Seattle (both of them) completely eliminates the terms of use for the membership I purchased. When I purchased my membership, the sales person (and location owner) both stated that the Direct Buy website was woefully inadequate, displaying only a small fraction of the products available shopping in the showroom. In my years of having a Direct Buy membership, this has been my experience. Without access to the catalogs and samples in the showroom, the membership is worthless to me. One of the hard sells of the membership was that many people purchase the membership with the intent to make purchases when a new home is built in the future. Your compromise of using your design consultant is totally inadequate and does not allow access to the products that were the strong-arm selling point of buying a membership. I have not used the membership in the past year, not because I have not purchased some big ticket items, but because each time I checked on an item, it was either not available through Direct Buy or I could purchase the item at a lower price once your shipping and handling fee was tacked on.
Reimbursement of my $200 renewal fee for this year is absolutely inadequate. There is no way that I have received my moneys worth for a $5,600 membership and Direct Buy is no longer maintaining the service that I purchased. In lieu of this, I am asking for a full refund of my membership. The only thing your organization offers is service and without a local showroom, you have basically defaulted on your end of our agreement.
Their position that the $5,600 is for a 3 year membership is ridiculous. It is an entrance fee for being a [redacted] and you get three years of no additional fees up front, then $200 a year after this. Like a timeshare where you spend $12,000, then do not pay maintenance fees for the first 18 months, but pay maintenance fees for each year thereafter.
I have in no way received my money worth on this membership and without a local showroom, I do not have the access to products which was the whole basis of their sell to members. I deserve a refund of my membership fee ads Direct Buy has defaulted on the service level they said they would provide at the time I purchased my membership.
Please advise next steps as I will take them to court if this is not resolved. There should be a class action suite against them in Washington as I am certain there are many other members who are not satisfied with their offer of "online" service with a design consultant on the side.
Finally, I paid my dues in full, which they accepted and send them evidence of this direct payment in my Jan. 19, 2016 e-mail to Maureen in the home office. I am attaching a copy of the evidence I sent to them.
I would appreciate your quick response as I need to move this process along if they are unwilling to provide the refund.
[redacted] A. [redacted]
XXX-XXX-XXXX
Final Consumer Response /* (4200, 12, 2016/02/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The offer made by Direct Buy is not acceptable.
The closure of the Direct Buy Showrooms in Seattle (both of them) completely eliminates the terms of use for the membership I purchased. When I purchased my membership, the sales person (and location owner) both stated that the Direct Buy website was woefully inadequate, displaying only a small fraction of the products available shopping in the showroom. In my years of having a Direct Buy membership, this has been my experience. Without access to the catalogs and samples in the showroom, the membership is worthless to me. One of the hard sells of the membership was that many people purchase the membership with the intent to make purchases when a new home is built in the future. Your compromise of using your design consultant is totally inadequate and does not allow access to the products that were the strong-arm selling point of buying a membership. I have not used the membership in the past year, not because I have not purchased some big ticket items, but because each time I checked on an item, it was either not available through Direct Buy or I could purchase the item at a lower price once your shipping and handling fee was tacked on.
Reimbursement of my $200 renewal fee for this year is absolutely inadequate. There is no way that I have received my moneys worth for a $5,600 membership and Direct Buy is no longer maintaining the service that I purchased. In lieu of this, I am asking for a full refund of my membership. The only thing your organization offers is service and without a local showroom, you have basically defaulted on your end of our agreement.
Their position that the $5,600 is for a 3 year membership is ridiculous. It is an entrance fee for being a [redacted] and you get three years of no additional fees up front, then $200 a year after this. Like a timeshare where you spend $12,000, then do not pay maintenance fees for the first 18 months, but pay maintenance fees for each year thereafter. It is like a timeshare saying you bought into a great resort, but we've closed that down and we can offer you a room at Motel 6 as long as you pay us $200 a year. Crazy!
I have in no way received my money worth on this membership and without a local showroom, I do not have the access to products which was the whole basis of their sell to members. I deserve a refund of my membership fee ads Direct Buy has defaulted on the service level they said they would provide at the time I purchased my membership.
Please advise next steps as I will take them to court if this is not resolved. There should be a class action suite against them in Washington as I am certain there are many other members who are not satisfied with their offer of "online" service with a design consultant on the side.
Finally, I paid my dues in full, which they accepted and send them evidence of this direct payment in my Jan. 19, 2016 e-mail to Maureen in the home office. I am attaching a copy of the evidence I sent to them.
I would appreciate your quick response as I need to move this process along if they are unwilling to provide the refund.
[redacted] A. [redacted]
XXX-XXX-XXXX
Final Business Response /* (4000, 14, 2016/02/17) */
Contact Name and Title: M. [redacted]
DirectBuy responded to this duplicate rebuttal from the [redacted] on February 8.
OFFER:
Initial Business Response /* (1000, 5, 2016/01/08) */
Contact Name and Title: Janet [redacted] - Legal
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@directbuy.com
Thank you for bringing this complaint to our attention. Upon notice of the member's dissatisfaction with their purchase, the...
merchandise service representative immediately contacted the vendor to initiate the return process. Merchandise returns are subject to the vendor's approval, which was the case in this matter. The vendor not only extended a courtesy return to the member, they also did not pass on their typical restocking fee charge. However, the original or return shipping fees would not be refunded by the vendor. Member was notified of vendor's conditions and proceeded with the return. DirectBuy, Inc. split the cost of the return shipping fees with the member and refunded the order in question with the exception of the original shipping fee; member is in receipt of this refund.
DirectBuy, Inc.'s top priority is member satisfaction. So upon further review and as a onetime exception, we are agreeable to refund to the member, at our expense, the original shipping fees.
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2016/01/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I had to contact the DirectBuy service rep. Two days in a row Dec.3 & 4th AND CALL them to get a response.
____________________________
Final Business Response /* (4000, 10, 2016/01/13) */
Contact Name and Title: Janet [redacted] - Legal
Original shipping fees to be refunded to the member.
OFFER:
Final Consumer Response /* (4200, 12, 2016/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
How does this improve DirectBuy's sales, return processing or marketing service?
I want this complaint and information on file so others will know the truth of their service, and treatment of their members on record
Initial Business Response /* (1000, 5, 2017/01/11) */
The member purchased a 3 year term membership on January 25, 2014 from DirectBuy of Northern Wisconsin, an independently owned and operated franchise, who was the recipient of her membership fees. At the end of the 3 years the member has the...
option to renew annually for 7 consecutive years at a set renewal rate.
DirectBuy memberships are not contingent on use; although we encourage our members to take full advantage of all the savings benefits their DirectBuy membership provides. A member's decision not to make purchases is not a valid reason for a refund of the membership fees. DirectBuy does adhere to a 3 day cancellation policy, which is clearly disclosed on the Membership Agreement. The member's request to cancel her membership is well past the 3 day rescission period.
DirectBuy Inc. provides our members with hundreds of manufacturers offering upwards of a million items to choose from. We also conduct 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).
Our Member Service associate has offered to provide this member with 2 free annual renewals (a [redacted] value) and a [redacted] merchandise credit toward a future order. We are still willing to provide her with these offers, however a refund from this office is not warranted.
Initial Business Response /* (1000, 5, 2015/06/09) */
Contact Name and Title: Andrew N[redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@lrdb.us
I spoke with our member on Monday, June 1st after a message was sent
to our corporate office. He had not contacted the Little Rock club...
directly. The member has been with DirectBuy since September 12, 2014.
I explained our new process with the Home Shopping Team and the extra
hours of support he would recieve. I also explained that all of our
local vendors would be accomodating our members and allowing them the
same discounts as usual. I offered him a $100 credit towards his next
purchase to help get him used to the Home Shopping Team and see how easy
it would be. He accepted the $100 credit and said he would use it the
next time he tried to use the club
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2015/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was contacted, explained to of how easy it was going to be. Voices my concerns repeatedly about how I've tried to compare direct buy to some items we bought and we were able to find at a lower price on all of them. Was told I should have filled out another form to get a price match. Was told that there was no way out of the contract. After 30 mins I finally just asked if I could just be let out of the remainder of my contract and was told no. So we hung up. About 15 mins later I received a call from another part of direct buy and was told they were going to credit some account of mine for 100.00 tinted and make me a happy member. I told them the only way I would be happy was to be let out of this buying scam. Was told there was nothing they could do.
Final Business Response /* (4000, 11, 2015/06/26) */
We are attempting to contact the member in an effort to reach an amicable resolution and left a message at his home on 6/24/2015 requesting a call back. To date there has been no response. Please request the member contact me directly so we can bring this matter to resolution.
Initial Business Response /* (1000, 5, 2016/11/29) */
We spoke with the member, who stated that she received the order the same day she had filed the complaint. She attempted to recall the complaint, but was not able to. It is our understanding that the matter is resolved.
Initial Consumer...
Rebuttal /* (2000, 7, 2016/12/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Order has arrived after filling the complaint. Thanks.
Initial Business Response /* (1000, 5, 2015/11/06) */
Contact Name and Title: M. [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@directbuy.com
Thank you for bringing this complaint to our attention. We understand the member's disappointment regarding the closing of his local...
showroom. Most DirectBuy locations are independently owned and operated franchises, as was the case with DirectBuy of Columbia SC. The decision to close this location was made by the franchisee, 3 Ba, LLC, which was owned by Bryan and Barbara [redacted] who were the recipients of the member's membership fee.
DirectBuy, Inc. has taken 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 program. Home Shopping allows members to make purchases from over 700 DirectBuy corporate vendors, with complete access to catalog and pricing information, from the comfort of their own home. In addition to personal support, Home Shopping associates are able to send select samples directly to members' homes. 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 member has any questions we encourage him to call the Home Shopping toll free number, 800-647-6733, and speak directly with an associate.
We have also retained a local consolidator, On Time Services, 120 Queen Parkway, West Columbia, SC, for receiving of orders that are not able to ship directly to the members' home via UPS. On time Services 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, my.directbuy.com, is also available to the member from the comfort of his own home. With better search capabilities, faster load times, improved images and item descriptions, and a more-appealing overall design, the new my.directbuy.com is bigger and better than ever, offering over 130,000 items available to order online. This information was made available to DirectBuy of Columbia SC members via email and on their DirectBuy members' website immediately after the club closed.
The member had full access to his club for over one year, yet our records indicate that he did not make any purchases; nor do we have any documentation of the member ever contacting DirectBuy, Inc. to express dissatisfaction with his membership prior to our receiving this complaint. The member's membership fees were paid directly to Bryan and Barbara [redacted] while the Keller's may decide to make the requested refund, we do not feel that a refund from our office is appropriate. We would like to offer the member a $200 merchandise credit to be used on a future order placed through my.directbuy.com, or our Home Shopping Service.
OFFER:
Initial Business Response /* (1000, 13, 2015/08/14) */
Contact Name and Title: Nicole S. [redacted] Relation
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@directbuy.com
Thank you for making DirectBuy, Inc. aware of this matter. We will be contacting the consumer in effort to reach an...
amicable resolution.
OFFER:
Initial Consumer Rebuttal /* (3000, 15, 2015/08/18) */
Please see attached copy of emails. I am not in agreement that I am not due the money we have paid to Direct Buy and/or their agents. I feel that the $784.91 should be refunded as we were the victims of a fraudulent representation. Why are they considering keeping this money a fair settlement?
Final Business Response /* (4000, 17, 2015/08/25) */
DirectBuy, Inc. was not the recipient of the funds the member is referring to. The former franchisee was the recipient of the down payment and the finance company received the member's installment payment. We will contact Beta Finance Company, Inc. and request they refund the installment payment back to the credit card the member placed the payment on. We recommend the member contact the former owners of DirectBuy of Columbia, 3 BA, LLC, [redacted] and [redacted] directly for further discussion of the down payment made by the member.
DirectBuy, Inc. has taken immediate steps to provide all members of the Columbia location with all the shopping benefits of their DirectBuy membership, including our exclusive Home Shopping Program and DirectBuy's new, improved website, my.directtbuy.com. We would like the opportunity to provide this member with all the savings benefits available to them with their DirectBuy membership, however we will honor our offer to cancel the membership as described above if that will bring a resolution to this matter.
Initial Business Response /* (1000, 5, 2015/07/02) */
Contact Name and Title: [redacted] J/Member Relations
Contact Phone: XXX-XXX-XXXX
Contact Email: [email protected]
Thank you for making DirectBuy, Inc aware of this matter. We will be contacting the consumer in effort to reach an...
amicable resolution.
OFFER:
Initial Consumer Rebuttal /* (2000, 7, 2015/07/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response from the business. I feel the company did the right thing.
Thanks Revdex.com for everything.
Initial Business Response /* (1000, 5, 2016/08/05) */
The consumer signed a three-year membership agreement on May 19, 2012 with [redacted] Companies, LLC and paid that entity for the membership. Any special agreements between the consumer and said entity have apparently not been documented. [redacted]...
sold the business to another franchisee who was not obligated (no proof of agreement) by the verbal agreement. However, the new owner did offer a free renewal, which member received, along with an amount of credit to apply to future handling fees. The club was open until November 2014. Since that time, members of that location have been provided service by the DirectBuy Concierge Service located at the corporate office. We would like to provide the service and savings that the member anticipated at the showroom. We do not feel that a refund is warranted from this office.
Initial Consumer Rebuttal /* (3000, 7, 2016/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We signed the contract only because we were told that A) we weren't going to be held to a timeframe for the membership until we reached a savings amount equal to the cost of membership, B) if we did not sign on that day we would NOT have the opportunity to at a later date, and C) we would have the store local to us to purchase and pick up items since any items that require a large truck could not be shipped to us due to our location, and shipping often cost so much that it would be cheaper for us to purchase though other companies. It was an extremely high pressure sale. We had no notification that the store was to close. After we found out that our local store closed, we were offered a credit of [redacted] however when we attempted to use it for a purchase, it barely covered the cost of shipping. We also found the item priced cheaper at another store with free store pick up. We are not going to purchase items at a higher cost through DirectBuy just for the sake of using a membership and credit. Ultimately, our experience with DirectBuy's "concierge" service has been difficult at best, and has not offered any true savings considering additional costs are outrageously high. We were charged [redacted] for a "savings club" that we have not been able to find a single way to save.
Final Business Response /* (4000, 9, 2016/08/17) */
Notice of the closing of the club was sent to the primary email address as provided on the consumer's Membership Agreement. Notice was sent on or about November 8, 2014. The closing occurred 2-1/2 years into their three year membership. No orders were placed with the club while it was open. Our Concierge Service was available immediately upon closure of the club. The current location of the receiving warehouse is 34 miles from the consumer's home, whereas the club was located 32 miles from the consumer's home. As stated previously, we do not feel that a refund is warranted from this office, however, we are willing to offer another free one year renewal upon request and we would be pleased to assist the consumer through our Concierge Service.
Final Consumer Response /* (2000, 11, 2016/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We never received an email, and given how unreliable emails can be between being undelivered, lost in spam etc, I feel that a more reliable method of notification should have been used. The location of the receiving warehouse may have been an oversight on my part, I was unaware we would be able to pick up from that location. We tried multiple times to place orders through the club, however were never successful due to lack of assistance and when we did receive help, the prices were much higher than other retailers. We attempted to do a price match on two occasions and our request was either ignored or not processed. After calling several times with a response of being promised a return call, then never getting one, we purchased from the other retailer. I am now aware that the clubs run basically as separate entities, in which the main direct buy company does not take responsibility for being that it is a franchise. I am hoping that dealing directly with the company from here on out, we will have a better experience.
Initial Business Response /* (1000, 5, 2015/08/11) */
Contact Name and Title: Maureen/Member Relations
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@directbuy.com
Thank you for making DirectBuy, Inc aware of this matter. We will be contacting the consumer in effort to reach an...
amicable resolution.
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
According to the company's response on August 11, 2015, they stated that they were to contact us to reach an amicable resolution, which is great. However, they did not specify how they were to contact us, which now as of August 17, 2015, six days later, we have not heard from them.
Final Business Response /* (4000, 13, 2015/08/26) */
Contact Name and Title: Maureen/Member Relations
Resolved
OFFER:
This complaint has been resolved to member's satisfaction.
Final Consumer Response /* (3000, 16, 2015/09/09) */
Hi, my name is [redacted] and I spoke to Maureen in member's relations at DirectBuy the week of Aug 27, 2015. I was inform that several forms were to be sent to me by e-mail that myself and husband to sign. These forms were to remove the negative collection acct. and to cancel the remainder balance owe on the account. We signed the required documents and faxed them back to Maureen's attention.
Since, I checked my credit accounts, which the Equifax report, removed the Beta Finance account, however on my Transunion report the Beta Finance remain. But it does report that a hard credit inquire from Beta Finance was removed on 8/27/2015. This is nice, however I would prefer them remove it from all my 3 reports as promised. Please report this information removal of collection/chargeoff to all three bureau.
Thank you
Initial Business Response /* (1000, 5, 2017/06/02) */
Member purchased a DirectBuy membership on 5/15/14 and also signed a Retail Installment Contract for the financing of said membership. Directly above the member's signature on the Membership Agreement it states: "You agree to pay the price for...
your membership on the terms above and acknowledge that your membership not cancelable, and your membership fees are not refundable, except as may otherwise be provided by applicable law or disclosed in this agreement. Payment for membership is not conditioned on the use of the membership". It also states on the Retail Installment Contract under the Entire Contract section that "No oral promises, representations or statements are part of this contract...." Member made 2 payments towards their Retail Installment Contract and defaulted on the remainder. Their account was charged off on 4/15/15 and has since been sold to National Financial Group. Member should reach out to National Financial Group going forward at XXX-XXX-XXXX regarding their account as DirectBuy no longer has ownership of this contract.
Initial Consumer Rebuttal /* (3000, 7, 2017/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In other words they have sales staff who can say anything to get the sale done and the company allows it? We paid a deposit on a credit card as well as the monthly payments. We are requesting a full refund. They hire unscrupulous people to get the job done, they should honor what their employees promised.
Final Business Response /* (4000, 9, 2017/06/13) */
As previously mentioned, the Retail Installment Contract states "No oral promises, representations or statements are part of this contract....". This section is to protect both the consumer and the company from any disputes concerning oral promises. While we can neither confirm nor deny what was discussed during the sale, it is not our practice to make false claims during the sale process. Furthermore, regarding the claim of making monthly payments, the consumer made a total of 2 of the agreed upon 36 monthly installments. Due to them defaulting on their Retail Installment Contract, their account was charged off and sold to National Financial Group. Consumer is advised to reach National Financial Group at XXX-XXX-XXXX as DirectBuy no long has ownership of this contract.
Initial Business Response /* (1000, 10, 2015/08/26) */
Contact Name and Title: Jacklynn [redacted]
Contact Email: [redacted]@directbuy.com
This member was reached by phone today, but was unable to speak at length. Member is willing to have further conversation and will contact us at their earliest...
convenience. We will provide Revdex.com with the results of this future conversation.
OFFER:
Initial Consumer Rebuttal /* (2000, 12, 2015/09/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As of 09/03/2015 we look like a settlement has been made. They have been very understanding of our problem Waiting for final results .
Initial Business Response /* (1000, 12, 2015/08/26) */
Please be advised that resolution with the consumer is in progress. We apologize for the delay in a final response. Thank you for your understanding.
Initial Business Response /* (1000, 5, 2015/11/18) */
Contact Name and Title: Janet [redacted] - Legal
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@directbuy.com
Thank you for bringing this complaint to our attention. We have been in contact with the member and will be providing his...
requested pro-rated refund.
OFFER:
Initial Consumer Rebuttal /* (2000, 7, 2015/11/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It's better than nothing.
Initial Business Response /* (1000, 5, 2015/08/06) */
Contact Name and Title: Maureen/[redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@directbuy.com
Thank you for making DirectBuy, Inc aware of this matter. We will be contacting the consumer in effort to reach an...
amicable resolution.
OFFER:
Initial Consumer Rebuttal /* (3000, 8, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We believe as a Corporate Entity, Direct Buy, Inc. and it affiliated companies are responsible for the actions of its franchisees. We did not contract for an online shopping service. As the franchisor, we believe it is your responsibility to refund us the amount (3506.55) we paid, for a service that was not to our satisfaction. The savings were not equal to or adequate when compared to retail, especially when shipping was added to item at checkout. We believe this to be a reasonable request since on several occasions we attempted to utilize the SAVINGS through Direct Buy yet to no avail and no lack of effort on our part. 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.
Initial Business Response /* (1000, 5, 2017/08/18) */
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 Minneapolis-St. Paul. The decision to close this location was made by the franchisee, who were the recipients of the members' membership fee.
DirectBuy, Inc. took immediate steps to provide all members of the Minneapolis-St. Paul location with the ability to continue receiving all their DirectBuy membership benefits, including access to a cabinet designer that can travel to the member's home to assist with cabinet designs.
This member recently contacted DirectBuy to confirm that their membership could lapse and then be picked up again at a later date. Our agent assured member that they would not have to pay the initial fee again, just a monthly membership fee payment. In the interest of positive consumer relations we would like to offer the consumer a courtesy monthly renewal on their membership whenever they are ready to use it again.
Initial Consumer Rebuttal /* (3000, 7, 2017/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We appreciate the effort to correct the problem. The issue we still have is that we were lied to in order to get us to sign up. Had we been told that we would not have access to the showroom when our membership was "on-hold" we would never have signed up to begin with. I did ask the representative we spoke with if we would still have access to the online catalog since our location had closed and she informed us that we would not have access to anything.
We have not purchased anything in our entire year of membership (as we said we wouldn't) and I am sceptical of the purchasing process now knowing that we had been lied to about the sign up and membership policies.
Bottom line, if the sales rep had been truthful and not used scare tactics, we would never have signed up and therefore we would like a full refund of the money we gave DirectBuy under false pretenses.
Final Business Response /* (4000, 9, 2017/08/22) */
As we have communicated previously we do understand the member's disappointment regarding the closing of his local showroom, however the member through Concierge Shopping, still has access to many of the same benefits typically offered at the local club - from the comfort and convenience of his home. It's the best of both worlds: one-on-one service and ordering expertise, as well as access to products from hundreds of your favorite brand names.
Our knowledgeable Concierge Shopping staff can assist with product selections, acquiring fabric and finish samples, and telephone ordering - as well as help to resolve service or order challenges. You may pay for your purchases placed via telephone by MasterCard, VISA, or Discover through our secured payment link 24 hours a day.
The Concierge Shopping Team is available Monday thru Friday from 7:00am to 9:00pm Central Standard Time and on Saturday & Sundays from 9:00am to 5:00pm Central Standard Time. We're here to help when you need us, whether by email, phone, or fax.
While we can't offer any refund options at this time, due to the membership only being refundable within the first 90 days of the membership,in the interest of positive consumer relations we would like to offer the consumer (3) courtesy monthly renewals on their membership whenever they are ready to use it again and a [redacted] merchandise credit to use on their first order placed through Concierge Shopping.
Initial Business Response /* (1000, 17, 2015/06/12) */
Contact Name and Title: Valerie, [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@directbuy.com
Please accept our apology for not responding sooner. It was an oversight and we have every intention of reaching out to the...
consumer, our member, to resolve this issue.
OFFER:
Initial Business Response /* (1000, 5, 2015/07/01) */
Contact Name and Title: Nicole S. Member Relation
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@directbuy.com
Thank you for bringing this complaint to our attention. We received a generic communication from this member and have...
attempted to respond to them directly. 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 Sarasota. On August 13, 2011, the member purchased a DirectBuy membership with a 3-year term and has paid two annual renewals to maintain that membership.
With the closing of the Sarasota location in April, DirectBuy, Inc. took immediate steps to provide all members of that location with the ability to continue to receive all their DirectBuy membership benefits, including access
to our exclusive Home Shopping program. This information was made available to DirectBuy of Sarasota members via email and on their DirectBuy members' website immediately after the club closed.
OFFER:
This membership is due to expire August 13, 2015 and renewing the membership is optional. We do not feel that a refund from our office is appropriate, but would be more than happy to provide this member with a complimentary renewal for their inconvenience. We look forward to providing them with all their DirectBuy membership service and benefits.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The closing of the local store was unfortunate but giving me one free renewal does not help me if I cannot shop with this company. Thier website does not have very many items compared to thier store catalogs. Also they never addressed the fact of thier high sales practices and lying about renweal prices and many other things.
Final Business Response /* (4030, 10, 2015/07/14) */
DirectBuy arrived at a court-approved resolution of this member's claim in a class action matter in Hammond, Indiana. Under the class administrator's guidelines, the members had until June 11, 2013 to either file a claim or exclude themselves from the Settlement. Having failed to do either, the members are now bound to the settlement resolution, provided DirectBuy with a Release of Claim, and are not eligible to further pursue this claim; therefore, adjustments to their account are not warranted. For additional information the member can visit the claim's website, www.MembershipClubSettlement.com, or call 1-866-855-9790.
Initial Business Response /* (1000, 5, 2016/01/18) */
Contact Name and Title: M. [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@directbuy.com
We have spoken with the member and reached a resolution that is satisfactory to all parties.
OFFER:
Initial Consumer Rebuttal /*...
(2000, 7, 2016/01/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They were very prompt and courteous and very reasonable. I am satisfied with the resolution of my issue.
Initial Business Response /* (1000, 5, 2017/03/15) */
Thank you for bringing this complaint to our attention. We understand the members' disappointment regarding her membership. On November 21, 2016 the member purchased a DirectBuy Signature membership that is only cancellable and refundable...
within 90 days of signing up. The member reached out to us on 3/8/2017, at that time we communicated that while she was outside of her cancellation period, we would cancel her membership, but would not be able to offer a refund.
However, in the interest of good consumer relations, we will make a one-time exception to cancel and refund the membership. We will reach out to the member to explain the cancellation and refund process.
Initial Consumer Rebuttal /* (2000, 7, 2017/03/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 6, 2016/02/01) */
During the course of her membership, this [redacted] purchased 24 orders totaling over $7,900.00; the last order being placed on February 27, 2014. The original term of her membership was for 36 months with an option to renew for 7 consecutive years...
at a guaranteed rate. The [redacted] took 3 renewals, the last being in August of 2014.
The Bothell DirectBuy location closed on September 26, 2015. DirectBuy, Inc. took immediate steps to provide all members of this location with the ability to continue receiving all of their DirectBuy membership benefits, including access to our exclusive Home Shopping program. Home Shopping allows members to make purchases from 700 DirectBuy vendors offering over 1 million items, with complete access to catalog and pricing information, from the comfort of their own home. Our associates are able to order samples of flooring, carpet, window treatments, and fabric directly from the manufacturer and have them sent directly to the [redacted]'s home at no cost to the [redacted].
Home Shopping associates are available by phone, fax, and email 7 days a week, 9:00am till 9:00pm M-F, 9:00am till 5:00pm Saturday and Sunday. We have also retained a local consolidator, STI/A-1 Distribution, located at 6846 South 190th Street, Kent Washington for receiving orders that are not able to ship directly to the members' home via UPS. STI/A-1 Distribution receives orders, inspects contents, and contacts members directly to make delivery arrangements. In addition, DirectBuy, Inc. has contracted with local interior and cabinet designers who are available to work with our members on custom designs in their own homes.
Our recently re-launched members-only e-commerce website - my.directbuy.com - is also available to the [redacted] from the comfort of her own home. With better search capabilities, faster load times, improved images and item descriptions, and a more-appealing overall design, the new my.directbuy.com is bigger and better than ever and offers over 130,000 items available to order online. This information was made available to DirectBuy of Seattle members via email and on their DirectBuy members' website immediately after the club closed.
Although our records do not reflect receiving a renewal payment from this [redacted] since August 2014, in an effort to bring this matter to resolution we are willing to provide the [redacted] with a refund of the last renewal payment received, or provide her with one free one year renewal and reactivate her DirectBuy membership till January 2017, after which she would be required to pay the agreed upon annual renewal fee. Please let us know which of these options are selected.
OFFER:
Initial Consumer Rebuttal /* (3000, 8, 2016/02/07) */
The offer made by Direct Buy is not acceptable.
The closure of the Direct Buy Showrooms in Seattle (both of them) completely eliminates the terms of use for the membership I purchased. When I purchased my membership, the sales person (and location owner) both stated that the Direct Buy website was woefully inadequate, displaying only a small fraction of the products available shopping in the showroom. In my years of having a Direct Buy membership, this has been my experience. Without access to the catalogs and samples in the showroom, the membership is worthless to me. One of the hard sells of the membership was that many people purchase the membership with the intent to make purchases when a new home is built in the future. Your compromise of using your design consultant is totally inadequate and does not allow access to the products that were the strong-arm selling point of buying a membership. I have not used the membership in the past year, not because I have not purchased some big ticket items, but because each time I checked on an item, it was either not available through Direct Buy or I could purchase the item at a lower price once your shipping and handling fee was tacked on.
Reimbursement of my $200 renewal fee for this year is absolutely inadequate. There is no way that I have received my moneys worth for a $5,600 membership and Direct Buy is no longer maintaining the service that I purchased. In lieu of this, I am asking for a full refund of my membership. The only thing your organization offers is service and without a local showroom, you have basically defaulted on your end of our agreement.
Their position that the $5,600 is for a 3 year membership is ridiculous. It is an entrance fee for being a [redacted] and you get three years of no additional fees up front, then $200 a year after this. Like a timeshare where you spend $12,000, then do not pay maintenance fees for the first 18 months, but pay maintenance fees for each year thereafter.
I have in no way received my money worth on this membership and without a local showroom, I do not have the access to products which was the whole basis of their sell to members. I deserve a refund of my membership fee ads Direct Buy has defaulted on the service level they said they would provide at the time I purchased my membership.
Please advise next steps as I will take them to court if this is not resolved. There should be a class action suite against them in Washington as I am certain there are many other members who are not satisfied with their offer of "online" service with a design consultant on the side.
Finally, I paid my dues in full, which they accepted and send them evidence of this direct payment in my Jan. 19, 2016 e-mail to Maureen in the home office. I am attaching a copy of the evidence I sent to them.
I would appreciate your quick response as I need to move this process along if they are unwilling to provide the refund.
[redacted] A. [redacted]
XXX-XXX-XXXX
Final Consumer Response /* (4200, 12, 2016/02/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The offer made by Direct Buy is not acceptable.
The closure of the Direct Buy Showrooms in Seattle (both of them) completely eliminates the terms of use for the membership I purchased. When I purchased my membership, the sales person (and location owner) both stated that the Direct Buy website was woefully inadequate, displaying only a small fraction of the products available shopping in the showroom. In my years of having a Direct Buy membership, this has been my experience. Without access to the catalogs and samples in the showroom, the membership is worthless to me. One of the hard sells of the membership was that many people purchase the membership with the intent to make purchases when a new home is built in the future. Your compromise of using your design consultant is totally inadequate and does not allow access to the products that were the strong-arm selling point of buying a membership. I have not used the membership in the past year, not because I have not purchased some big ticket items, but because each time I checked on an item, it was either not available through Direct Buy or I could purchase the item at a lower price once your shipping and handling fee was tacked on.
Reimbursement of my $200 renewal fee for this year is absolutely inadequate. There is no way that I have received my moneys worth for a $5,600 membership and Direct Buy is no longer maintaining the service that I purchased. In lieu of this, I am asking for a full refund of my membership. The only thing your organization offers is service and without a local showroom, you have basically defaulted on your end of our agreement.
Their position that the $5,600 is for a 3 year membership is ridiculous. It is an entrance fee for being a [redacted] and you get three years of no additional fees up front, then $200 a year after this. Like a timeshare where you spend $12,000, then do not pay maintenance fees for the first 18 months, but pay maintenance fees for each year thereafter. It is like a timeshare saying you bought into a great resort, but we've closed that down and we can offer you a room at Motel 6 as long as you pay us $200 a year. Crazy!
I have in no way received my money worth on this membership and without a local showroom, I do not have the access to products which was the whole basis of their sell to members. I deserve a refund of my membership fee ads Direct Buy has defaulted on the service level they said they would provide at the time I purchased my membership.
Please advise next steps as I will take them to court if this is not resolved. There should be a class action suite against them in Washington as I am certain there are many other members who are not satisfied with their offer of "online" service with a design consultant on the side.
Finally, I paid my dues in full, which they accepted and send them evidence of this direct payment in my Jan. 19, 2016 e-mail to Maureen in the home office. I am attaching a copy of the evidence I sent to them.
I would appreciate your quick response as I need to move this process along if they are unwilling to provide the refund.
[redacted] A. [redacted]
XXX-XXX-XXXX
Final Business Response /* (4000, 14, 2016/02/17) */
Contact Name and Title: M. [redacted]
DirectBuy responded to this duplicate rebuttal from the [redacted] on February 8.
OFFER:
Initial Business Response /* (1000, 5, 2016/01/08) */
Contact Name and Title: Janet [redacted] - Legal
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@directbuy.com
Thank you for bringing this complaint to our attention. Upon notice of the member's dissatisfaction with their purchase, the...
merchandise service representative immediately contacted the vendor to initiate the return process. Merchandise returns are subject to the vendor's approval, which was the case in this matter. The vendor not only extended a courtesy return to the member, they also did not pass on their typical restocking fee charge. However, the original or return shipping fees would not be refunded by the vendor. Member was notified of vendor's conditions and proceeded with the return. DirectBuy, Inc. split the cost of the return shipping fees with the member and refunded the order in question with the exception of the original shipping fee; member is in receipt of this refund.
DirectBuy, Inc.'s top priority is member satisfaction. So upon further review and as a onetime exception, we are agreeable to refund to the member, at our expense, the original shipping fees.
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2016/01/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I had to contact the DirectBuy service rep. Two days in a row Dec.3 & 4th AND CALL them to get a response.
____________________________
Final Business Response /* (4000, 10, 2016/01/13) */
Contact Name and Title: Janet [redacted] - Legal
Original shipping fees to be refunded to the member.
OFFER:
Final Consumer Response /* (4200, 12, 2016/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
How does this improve DirectBuy's sales, return processing or marketing service?
I want this complaint and information on file so others will know the truth of their service, and treatment of their members on record
Initial Business Response /* (1000, 5, 2017/01/11) */
The member purchased a 3 year term membership on January 25, 2014 from DirectBuy of Northern Wisconsin, an independently owned and operated franchise, who was the recipient of her membership fees. At the end of the 3 years the member has the...
option to renew annually for 7 consecutive years at a set renewal rate.
DirectBuy memberships are not contingent on use; although we encourage our members to take full advantage of all the savings benefits their DirectBuy membership provides. A member's decision not to make purchases is not a valid reason for a refund of the membership fees. DirectBuy does adhere to a 3 day cancellation policy, which is clearly disclosed on the Membership Agreement. The member's request to cancel her membership is well past the 3 day rescission period.
DirectBuy Inc. provides our members with hundreds of manufacturers offering upwards of a million items to choose from. We also conduct 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).
Our Member Service associate has offered to provide this member with 2 free annual renewals (a [redacted] value) and a [redacted] merchandise credit toward a future order. We are still willing to provide her with these offers, however a refund from this office is not warranted.
Initial Business Response /* (1000, 5, 2015/06/09) */
Contact Name and Title: Andrew N[redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@lrdb.us
I spoke with our member on Monday, June 1st after a message was sent
to our corporate office. He had not contacted the Little Rock club...
directly. The member has been with DirectBuy since September 12, 2014.
I explained our new process with the Home Shopping Team and the extra
hours of support he would recieve. I also explained that all of our
local vendors would be accomodating our members and allowing them the
same discounts as usual. I offered him a $100 credit towards his next
purchase to help get him used to the Home Shopping Team and see how easy
it would be. He accepted the $100 credit and said he would use it the
next time he tried to use the club
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2015/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was contacted, explained to of how easy it was going to be. Voices my concerns repeatedly about how I've tried to compare direct buy to some items we bought and we were able to find at a lower price on all of them. Was told I should have filled out another form to get a price match. Was told that there was no way out of the contract. After 30 mins I finally just asked if I could just be let out of the remainder of my contract and was told no. So we hung up. About 15 mins later I received a call from another part of direct buy and was told they were going to credit some account of mine for 100.00 tinted and make me a happy member. I told them the only way I would be happy was to be let out of this buying scam. Was told there was nothing they could do.
Final Business Response /* (4000, 11, 2015/06/26) */
We are attempting to contact the member in an effort to reach an amicable resolution and left a message at his home on 6/24/2015 requesting a call back. To date there has been no response. Please request the member contact me directly so we can bring this matter to resolution.
Maureen T**
877.285.4901
Initial Business Response /* (1000, 5, 2016/11/29) */
We spoke with the member, who stated that she received the order the same day she had filed the complaint. She attempted to recall the complaint, but was not able to. It is our understanding that the matter is resolved.
Initial Consumer...
Rebuttal /* (2000, 7, 2016/12/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Order has arrived after filling the complaint. Thanks.
Initial Business Response /* (1000, 5, 2015/11/06) */
Contact Name and Title: M. [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@directbuy.com
Thank you for bringing this complaint to our attention. We understand the member's disappointment regarding the closing of his local...
showroom. Most DirectBuy locations are independently owned and operated franchises, as was the case with DirectBuy of Columbia SC. The decision to close this location was made by the franchisee, 3 Ba, LLC, which was owned by Bryan and Barbara [redacted] who were the recipients of the member's membership fee.
DirectBuy, Inc. has taken 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 program. Home Shopping allows members to make purchases from over 700 DirectBuy corporate vendors, with complete access to catalog and pricing information, from the comfort of their own home. In addition to personal support, Home Shopping associates are able to send select samples directly to members' homes. 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 member has any questions we encourage him to call the Home Shopping toll free number, 800-647-6733, and speak directly with an associate.
We have also retained a local consolidator, On Time Services, 120 Queen Parkway, West Columbia, SC, for receiving of orders that are not able to ship directly to the members' home via UPS. On time Services 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, my.directbuy.com, is also available to the member from the comfort of his own home. With better search capabilities, faster load times, improved images and item descriptions, and a more-appealing overall design, the new my.directbuy.com is bigger and better than ever, offering over 130,000 items available to order online. This information was made available to DirectBuy of Columbia SC members via email and on their DirectBuy members' website immediately after the club closed.
The member had full access to his club for over one year, yet our records indicate that he did not make any purchases; nor do we have any documentation of the member ever contacting DirectBuy, Inc. to express dissatisfaction with his membership prior to our receiving this complaint. The member's membership fees were paid directly to Bryan and Barbara [redacted] while the Keller's may decide to make the requested refund, we do not feel that a refund from our office is appropriate. We would like to offer the member a $200 merchandise credit to be used on a future order placed through my.directbuy.com, or our Home Shopping Service.
OFFER:
Initial Business Response /* (1000, 13, 2015/08/14) */
Contact Name and Title: Nicole S. [redacted] Relation
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@directbuy.com
Thank you for making DirectBuy, Inc. aware of this matter. We will be contacting the consumer in effort to reach an...
amicable resolution.
OFFER:
Initial Consumer Rebuttal /* (3000, 15, 2015/08/18) */
Please see attached copy of emails. I am not in agreement that I am not due the money we have paid to Direct Buy and/or their agents. I feel that the $784.91 should be refunded as we were the victims of a fraudulent representation. Why are they considering keeping this money a fair settlement?
Final Business Response /* (4000, 17, 2015/08/25) */
DirectBuy, Inc. was not the recipient of the funds the member is referring to. The former franchisee was the recipient of the down payment and the finance company received the member's installment payment. We will contact Beta Finance Company, Inc. and request they refund the installment payment back to the credit card the member placed the payment on. We recommend the member contact the former owners of DirectBuy of Columbia, 3 BA, LLC, [redacted] and [redacted] directly for further discussion of the down payment made by the member.
DirectBuy, Inc. has taken immediate steps to provide all members of the Columbia location with all the shopping benefits of their DirectBuy membership, including our exclusive Home Shopping Program and DirectBuy's new, improved website, my.directtbuy.com. We would like the opportunity to provide this member with all the savings benefits available to them with their DirectBuy membership, however we will honor our offer to cancel the membership as described above if that will bring a resolution to this matter.
Initial Business Response /* (1000, 5, 2015/07/02) */
Contact Name and Title: [redacted] J/Member Relations
Contact Phone: XXX-XXX-XXXX
Contact Email: [email protected]
Thank you for making DirectBuy, Inc aware of this matter. We will be contacting the consumer in effort to reach an...
amicable resolution.
OFFER:
Initial Consumer Rebuttal /* (2000, 7, 2015/07/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response from the business. I feel the company did the right thing.
Thanks Revdex.com for everything.
Initial Business Response /* (1000, 5, 2016/08/05) */
The consumer signed a three-year membership agreement on May 19, 2012 with [redacted] Companies, LLC and paid that entity for the membership. Any special agreements between the consumer and said entity have apparently not been documented. [redacted]...
sold the business to another franchisee who was not obligated (no proof of agreement) by the verbal agreement. However, the new owner did offer a free renewal, which member received, along with an amount of credit to apply to future handling fees. The club was open until November 2014. Since that time, members of that location have been provided service by the DirectBuy Concierge Service located at the corporate office. We would like to provide the service and savings that the member anticipated at the showroom. We do not feel that a refund is warranted from this office.
Initial Consumer Rebuttal /* (3000, 7, 2016/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We signed the contract only because we were told that A) we weren't going to be held to a timeframe for the membership until we reached a savings amount equal to the cost of membership, B) if we did not sign on that day we would NOT have the opportunity to at a later date, and C) we would have the store local to us to purchase and pick up items since any items that require a large truck could not be shipped to us due to our location, and shipping often cost so much that it would be cheaper for us to purchase though other companies. It was an extremely high pressure sale. We had no notification that the store was to close. After we found out that our local store closed, we were offered a credit of [redacted] however when we attempted to use it for a purchase, it barely covered the cost of shipping. We also found the item priced cheaper at another store with free store pick up. We are not going to purchase items at a higher cost through DirectBuy just for the sake of using a membership and credit. Ultimately, our experience with DirectBuy's "concierge" service has been difficult at best, and has not offered any true savings considering additional costs are outrageously high. We were charged [redacted] for a "savings club" that we have not been able to find a single way to save.
Final Business Response /* (4000, 9, 2016/08/17) */
Notice of the closing of the club was sent to the primary email address as provided on the consumer's Membership Agreement. Notice was sent on or about November 8, 2014. The closing occurred 2-1/2 years into their three year membership. No orders were placed with the club while it was open. Our Concierge Service was available immediately upon closure of the club. The current location of the receiving warehouse is 34 miles from the consumer's home, whereas the club was located 32 miles from the consumer's home. As stated previously, we do not feel that a refund is warranted from this office, however, we are willing to offer another free one year renewal upon request and we would be pleased to assist the consumer through our Concierge Service.
Final Consumer Response /* (2000, 11, 2016/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We never received an email, and given how unreliable emails can be between being undelivered, lost in spam etc, I feel that a more reliable method of notification should have been used. The location of the receiving warehouse may have been an oversight on my part, I was unaware we would be able to pick up from that location. We tried multiple times to place orders through the club, however were never successful due to lack of assistance and when we did receive help, the prices were much higher than other retailers. We attempted to do a price match on two occasions and our request was either ignored or not processed. After calling several times with a response of being promised a return call, then never getting one, we purchased from the other retailer. I am now aware that the clubs run basically as separate entities, in which the main direct buy company does not take responsibility for being that it is a franchise. I am hoping that dealing directly with the company from here on out, we will have a better experience.