Direct Buy of Washington North

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
The owner as he rightly said, was not privy to the conversation, nonetheless the assumption was made that we had a misunderstanding and that we were not misled.
We asked if we could cancel if we were not happy, we were told yes, we could cancel membership at any timeThe day cancellation was never mentioned
We did not have a minute tour of the storeWe were in the store for about just over minutesWe watched a video presentation of people talking about savings, asked questions and then signed the contractThe showroom floor basically surrounded us, and so we were able to see most of the samples from where we sat at the table to signWe did not have a tourWe did ask questions, one of which was if we could cancel at any time., and the response was yes Correct, we did ask questions and made the decision to purchase membership based partly on the information that we could cancel membership at any time We were also told that if we left the showroom without purchasing membership on that day, we would never be invited to direct buy again.
At the contract signing there was absolutely no discussion about shipping and handling feesThese fees were only discussed at the ORIENTATION after the contract signingThis was when we became aware of them - after signing the contractWe also understood that items were available for online purchases and was told that we could get any assistance we needed when making such purchasesHowever, when we sought such assistance it was unsatisfactory In respect to the days included in the contract, this was not on the page where we signed .It was later seen in the very last paragraph on the back of the contract where no signature was needed Even so, in response to the question whether we could cancel at any time, we were told we could We were misled, whether intentionally or unintentionally and so we need to cal membershipThank you
Regards,
*** / *** ***/***

From: [redacted] Date: Tue, May 27, at 3:PMSubject: RE: Your complaint has been receivedTo: [email protected]
Please remove this compliant. The issue has been resolved with Direct Buy. Thank you for your help in the matter
[redacted]

With the member voluntarily joining some moths ago and this particular franchise closing its doors last month I am unable to refund any monies that the company has spent on her behalf. I will however put forth a request to cancel her membership

Thank you for bringing this
complaint to our attention. [redacted] and [redacted] attended a 90 minute Open
House Tour at DirectBuy of Gaithersburg on September 21, 2014. After receiving
an explanation of the benefits of a DirectBuy membership, taking a personal
tour of our showroom, and given the opportunity to ask any questions they may
have, they made the decision to purchase a membership by making a down payment
and financing the balance of the membership fee.
DirectBuy of Gaithersburg respects and adheres to all
Maryland State statutes; our 3 day cancellation policy is clearly stated on the
membership contract, which [redacted] and [redacted] signed and were given a copy
of, along with the New Member Guide and the Retail Installment Contract. I
cannot comment on what was said between the members and our sales manager, Mike
Clements, as I was not privy to their conversation, however Mike has been with
DirectBuy for 11 years and is fully aware of the 3 day cancellation policy. We
apologize for any misunderstanding, but we assure you that no one intentionally
mislead either [redacted] or [redacted] regarding their right to cancel.
Shipping and handling fees are discussed during the tour
presentation and as well as in the New Member Guide. We encourage all new
members to attend a new member orientation and this information is reviewed
then as well.  Our staff is available to
assist members with their orders and our new improved website, members.directbuy.com,
offers our members over 200,000 items to view and price; over 150,000 of these
items are available for online ordering from the convenience of their own home.
We apologize if our staff neglected to provide [redacted] and [redacted] with
the level of service they expected and we intend to address this matter with
them internally.
I would be happy to
meet with [redacted] and [redacted] to discuss any questions they may have and
to assist them in realizing the significant savings available to them as a
DirectBuy member. DirectBuy of Gaithersburg has not failed to provide [redacted]
and [redacted] with the benefits outlined in their Membership Agreement, and
as such we do not feel this complaint warrants a cancellation of their
membership.
Stacy H[redacted], Owner
DirectBuy of Gaithersburg