DirectBuy of Northern Wisconsin

Both parties have reached an agreement on this issueConsider this case closed Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below No offer was made [redacted] (Direct Buy) has been trying to call me, but seeing that I am out of state it has made it difficultI left messages telling him I am out of stateHe seems to be getting upset that I am not answeringMy mother passed over the weekend so I shall be home by the end of the weekIn my message to ***, I told him I was out of state taking care of my dying mother and asked to be taken off the contractHis messages just keep saying that we need to talkDoes he not understand this is not good time Regards, [redacted]

Although we would dispute several of the facts made in this complaint, we are currently attempting to get in contact with the customer to resolve this issue

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] And [redacted] We now have a better understanding of how DirectBuy does guarantee a savings of 10- 25%, depending on the type of purchase that is offered

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Direct Buy has still not cancelled our membership or returned our membership fee.We have had a phone conversation with Direct Buy after our complaint was issued and was disgusted by the blatant lies.We tried to explain that why we wanted to cancel our membership yet again We have sincerely attempted to use the membership in earnest and soon realized what was presented to us at the sale of the membership was representation.We were told that all we would have to do is find the product we wanted in the retail world and then come buy it from Direct Buy to save hundreds of dollars They even sugar coated the scam by stating Direct Buy asks that we don’t waste any retail salespersons time knowing we would get such a great deal from Direct Buy As we tried using the membership and went back to Direct Buy they never carried anything we wanted to purchase They made it sound like they carried everything, but they didn’t let us know how minimal their product selection really was.We have tried to save money on the following items, but found a bigger savings in the retail world or Direct Buy didn’t carry what we were looking for: hot tub for our master bath – didn’t have any hot tubs small enough Flooring – Didn’t carry the different size vinyl plank flooring we were interested in They also said they would call the manufacturer’s of the floor companies that they did represent to see if they could find some, but they never got back to us Tempur – Pedic mattresses – They don’t carry it Carpet – We didn’t care for any of their samples When we went back to Direct Buy after we bought our membership they now suggested to us we find what we like there first I guess that is so we don’t get so disappointed at their lack of options.At purchase we were also told that there was no way that we would not be able to get our money back in savings because we were building a home, but that was a lie too After trying to use their membership I am not even positive we would get our membership fee back in savings throughout our lifetime.At purchase we were told we had to make our decision right then and there on the spot or we could not come back But when we spoke on the phone after our complaint he then tried to convince me what we were told is that we could come back but not at a discounted price It was just one more lie on top of all the others Again we have earnestly tried to use this membership and they have done nothing but lie to usDirect Buy is a scam with unconscionable sales people Regards, [redacted]

If this gentleman received an incentive offer from us, then we are happy to honor it Please stop by our showroom on Calumet St in Appleton and we will make sure you are taken care of

We did not call the prospect as they stated The prospect called us to schedule an appointment to visit our showroom after receiving a bulk marketing mail piece in the mail (phone recording available upon request) The prospect voluntarily came into our showroom and voluntarily purchased a membership on their own free will on December 28, They were not forced to do anything We at DirectBuy have done absolutely nothing wrong, broken any agreement, or done anything unethical The customer simply wants to cancel their membership and break the contract they signed, outside of the legal opportunity to do so, simply because they have since changed their mind and do not want to take responsibility and live with the consequences of their actions Never the less, DirectBuy has decided to grant their request to cancel the contract, waive any balance due of the membership financing, and not refund the $down payment to cover some of the losses incurred such as royalties and commissions The business owner, [redacted] , communicated this to [redacted] via a telephone call at 12:05pm on Monday, February 3, Please remove any Revdex.com complaint as this issue has now been resolved

At DirectBuy, we stand behind our products, our services, and our guarantee of savings to our members Again, if it is an apples to apples comparison, our policy is we guarantee a 10-25% savings to all members on all over million products we carry We have not yet received any attempt from this member to use this policy Most products are offered at substantial savings to begin with, but this policy is in place for when and if needed, as a security for all members At DirectBuy, we are willing to assist this member with any purchase and resolve this complaint

Revdex.com:
I have spoken with the business via email and we have come to a resolution in the form of cancellation of membership and 50% refund not to be issued until business has received notification from Revdex.com that complaint has been resolved
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** And *** ***
The prices we looked at were "apples to apples", and the prices were the same, and we would get the item right away, not waiting for a week or longerThe sales pitch was high pressure, and its not worth $I work in retail, and I can get the items cheaper than the prices they offerWe just want to cancel our contractWe cannot afford to throw money away for something that has no benefits for usWe also were never told that we only had three days to cancel

Revdex.com:I have spoken with the business via email and we have come to a resolution in the form of cancellation of membership and 50% refund not to be issued until business has received notification from Revdex.com that complaint has been resolved
Regards,
*** ***

DirectBuy members purchase at dealer cost prices, with no hidden retail mawhich results in tremendous savings DirectBuy guarantees savings on every product we carry If a member were to ever find a product DirectBuy carries offered through any other authorized dealer at a similar
or better price than the member receives through DirectBuy, not only does DirectBuy match the price but they offer an additional discount of 10-25% lower to the member This guarantees a savings to members on every product DirectBuy offers This also means that this member is either not informed of this policy, or is not comparing the same product, apples to apples, with the claim they have made We will reach out to the member to see if they have attended a new member orientation yet, and to see if we can resolve this misunderstanding

We are currently reaching out to this customer to work with them towards a resolution.

As of 8/12/16, DirectBuy, Inc (corporate) is handling all member issues.  For all inquiries, please contact DirectBuy, Inc at ###-###-####.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
 
[redacted] And [redacted]
 
 We now have a better understanding of how DirectBuy does guarantee a savings of 10- 25%, depending on the type of purchase that is offered.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response...

made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

DirectBuy, Inc., founded in 1971, is a private buying service with hundreds of thousands of members throughout the U.S. and Canada.  Our members are able to purchase merchandise directly from over 700 manufactures, and their authorized suppliers, (500 in Canada) at manufacturer prices. This...

alternative to traditional retail buying has saved our members thousands of dollars on countless purchases over the last 45 years.DirectBuy, Inc.’s membership agreement is in compliance with all federal, state, and local laws.  Our contracts meet the requirements set out by Wisconsin’s Future Service Plans statute, specifically those requirements contained in W.S.A. 136.02 (7).  On March 28th, 2015, this customer attended a ninety minute tour visit at DirectBuy of Northern Wisconsin, in which they stayed afterwards for a total of an approximate two and a half hour visit exploring the DirectBuy membership opportunity.  After receiving a detailed explanation of the benefits of a DirectBuy membership, been given the opportunity to ask any questions they may have, and see all the brands and prices they desired, they made an informed decision to purchase a DirectBuy membership.  During the presentation, the customers were informed that DirectBuy offers the opportunity to purchase from over 700 brand names and over 1,000,000 SKU’s at DirectBuy’s dealer cost prices, plus shipping and handling without any hidden retail markups associated with traditional retail and internet shopping.  DirectBuy of Northern Wisconsin makes every effort to practice transparent, honest, and ethical Membership Sales and Customer Service.  DirectBuy also employs a pricing promise policy to guarantee a 10-25% savings compared to any other authorized dealer, on any identical product within our product offering.  This does not apply to brands or products not within DirectBuy’s product offering which are not of the identical make and model.  The customers were never denied the ability to purchase a product within DirectBuy’s product offering.  DirectBuy cannot facilitate the purchase of products from brands, vendors, or models we do not carry. DirectBuy does not feel shopping another retailer or brand we do not carry, quantifies as an attempt to use our service.   Once a member has joined, their membership begins immediately and they are welcome to shop at our location and place orders immediately.  Membership cards are not required to begin shopping and we check-in members with a photo ID as an alternative to their membership card at our locations as a daily practice.Due to the fact this customer is beyond nine months outside the cancellation period, DirectBuy of Northern Wisconsin cannot cancel the membership at this time.  DirectBuy has however attempted to satisfy this customer by offering them a very substantial merchandise credit in an effort to improve their experience with our company and resolve this complaint.  In the future, we will make every effort to provide them excellent customer service with future purchases.

DirectBuy has been in business for over 45 years and has franchised locations across the US and Canada.We offer consumers the opportunity to join our membership buying club where as a member, they have access to purchase over 1 million products from over 700 top name brands at dealer pricing plus...

shipping and handling, directly from the manufactures and their authorized suppliers.We were happy to welcome this customer to our DirectBuy family as a new member on December 6, 2014 when they chose to visit our location and join, and want nothing more than to service them, and help them get the most from their membership.We do our very best to always be transparent, honest, and ethical in our sales and service practices.We guarantee our members a savings of 10-30% (based on category) compared to any other authorized dealer of the same product (see directbuy.com/savings-guarantee) on all products we carry.We use this policy on an ongoing basis when necessary, to assure we fulfill our promise of savings to our members.DirectBuy's freight and handling charges are included in the savings comparisons for this policy and of course, we do not guarantee savings on products or brands we don't carry.A comprehensive list of all 700 DirectBuy suppliers is available for members to view from home on our members' website at any time, my.directbuy.com. DirectBuy does not have a relationship with Carrier as a vendor. For HVAC products, DirectBuy carries ComfortAire and Mitsubishi. In addition to the 700 vendors DirectBuy does carry, DirectBuy locations typically have a handful of partnerships with local businesses who've agreed to offer special pricing to members on their installation services and products.Integrity Heating and Cooling of Appleton is a referral partner who offers Carrier and has pledged to give members a discount compared to their non-member retail pricing.This is not represented as a direct supplier relationship, as our 700 corporate vendors are, but yet as a fringe benefit offered as a convenience to members. This is why Integrity's catalog (with the Carrier literature) was found by this customer upon joining on a shelf under the large heading which states "Outside Suppliers".These local businesses have agreed to give special pricing to members in exchange for the business referrals, and this pricing is at their discretion.These transactions are made between the member and local business, not with DirectBuy as it is a referral program. This is offered as a convenience and clearly explained as separate from our DirectBuy suppliers ( as indicated buy the "Outside Suppliers" label on it's designated shelf).We encourage prospects to join our club to buy from the 700 brands we carry and for a variety of purchases over time.Our practice is not to suggest to anyone they should join DirectBuy for a single purchase or that DirectBuy overall has failed if a single brand is not available through DirectBuy. Upon joining, the new member has a legal 3 day cooling off period giving them extra time to review their contract and membership guide, and to cancel their membership with full refund if they change their mind regarding their decision to join.So there are no misunderstandings, all DirectBuy membership terms, cancellation policies, and benefits are clearly described in writing within the membership agreement and membership guide a new member receives.Upon joining, new members are encouraged to come back as soon as possible to have a New Member Orientation where we continue to assist new members on how to best utilize and get the most from their membership.We find it as a best practice to work one-on-one with new members during their first shopping visit to ensure a positive start to their membership and our relationship with the new member. Our records show that this customer scheduled a New Member Orientation for January 17, 2015 but elected not to attend.Our records show that they eventually rescheduled for July 18, 2015 but again, did not attend.Although we cannot cancel the membership as it's over 1 year and 7 months outside the cancellation period, we encourage this customer to visit for a new member orientation and we're here to help with all their DirectBuy shopping needs on purchases which arise now or in the future.In addition, we offer a home shopping concierge team, which is available 7 days/week, to offer additional assistance regarding any question or transaction as well as a mobile app for phones and tablets.Member satisfaction is our #1 goal, and we look forward to assisting this customer with their next purchase to ensure them a positive experience with unparalleled savings and turn their experience around.We are positive that if they utilize DirectBuy, they will realize the tremendous value hundreds of thousands of members have received over the last 45 years.

DirectBuy, Inc., founded in 1971, is a private buying service with hundreds of thousands of members throughout the U.S. and Canada.  Our members are able to purchase merchandise directly from over 700 manufactures, and their authorized suppliers, (500 in...

Canada) at manufacturer prices. This alternative to traditional retail buying has saved our members thousands of dollars on countless purchases over the last 45 years.DirectBuy, Inc.’s membership agreement is in compliance with all federal, state, and local laws.  Our contracts meet the requirements set out by Wisconsin’s Future Service Plans statute, specifically those requirements contained in W.S.A. 136.02 (7).  On March 28th, 2015, this customer attended a ninety minute tour visit at DirectBuy of Northern Wisconsin, in which they stayed afterwards for a total of an approximate two and a half hour visit exploring the DirectBuy membership opportunity.  After receiving a detailed explanation of the benefits of a DirectBuy membership, been given the opportunity to ask any questions they may have, and see all the brands and prices they desired, they made an informed decision to purchase a DirectBuy membership.  During the presentation, the customers were informed that DirectBuy offers the opportunity to purchase from over 700 brand names and over 1,000,000 SKU’s at DirectBuy’s dealer cost prices, plus shipping and handling without any hidden retail markups associated with traditional retail and internet shopping.  DirectBuy of Northern Wisconsin makes every effort to practice transparent, honest, and ethical Membership Sales and Customer Service.  DirectBuy also employs a pricing promise policy to guarantee a 10-25% savings compared to any other authorized dealer, on any identical product within our product offering.  This does not apply to brands or products not within DirectBuy’s product offering which are not of the identical make and model.  The customers were never denied the ability to purchase a product within DirectBuy’s product offering.  DirectBuy cannot facilitate the purchase of products from brands, vendors, or models we do not carry. DirectBuy does not feel shopping another retailer or brand we do not carry, quantifies as an attempt to use our service.   Once a member has joined, their membership begins immediately and they are welcome to shop at our location and place orders immediately.  Membership cards are not required to begin shopping and we check-in members with a photo ID as an alternative to their membership card at our locations as a daily practice.Due to the fact this customer is beyond nine months outside the cancellation period, DirectBuy of Northern Wisconsin cannot cancel the membership at this time.  DirectBuy has however attempted to satisfy this customer by offering them a very substantial merchandise credit in an effort to improve their experience with our company and resolve this complaint.  In the future, we will make every effort to provide them excellent customer service with future purchases.