DirectBuy of Northern Wisconsin

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.

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.

In regards to the customer’s statements: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 false 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 (Members join DirectBuy for the ability to shop and buy at DirectBuy. If a member chooses to do additional research on a product at a retail showroom prior to making a purchasing decision, it is their prerogative.  If a member has decided to make a purchase from within the over 1,000,000 SKU’s we carry, they can and will save money compared to any other authorized dealer(guaranteed via our pricing promise).  Naturally, this context is not suggesting to seek out a product we do not offer). 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 (This is true.   We do ask members’ respect the retail community if they choose to window shop at a retail store).  As we tried using the membership and went back to Direct Buy they never carried anything we wanted to purchase (This is the customer’s choice and no fault of DirectBuy.  DirectBuy carries many products and guarantees a savings on those products.  DirectBuy cannot force members to use their membership.  This does not justify cancelling a membership after the cancellation period has long expired.  We carry over 1,000,000 SKU’s from over 700 brand names.  We feel this is excellent selection.  If someone states they can’t find anything they like within that selection of home improvement and remodeling product choices, we view this as a very rare and uncommon opinion.  We do not feel this constitutes as DirectBuy offering poor selection).  They made it sound like they carried everything, but they didn’t let us know how minimal their product selection really was (Again, we do not feel our selection is minimal and would definitely promote a great selection of products.  We do not claim to carry every product and brand in existence).  We have tried to save money on the following items, but found a bigger savings in the retail world (We suspect the customer is inaccurately defining “savings”.  We feel savings is when you can purchase an item at a lower price than purchasing the same item elsewhere. This is not the case if comparing items of different make and model.  If a member ever finds a like product from another authorized dealer for a similar price, DirectBuy’s Pricing Promise Policy guarantees an additional 10-25% savings to the member.  We cannot be held responsible if a member chooses not to take advantage of this guaranteed savings program.  We have this policy because we cannot control if another retailer decides to move a product by selling it for a price similar to dealer cost.  The policy does not apply when evaluating savings on products which are not the same product) or Direct Buy didn’t carry what we were looking for: 1.       hot tub for our master bath – didn’t have any hot tubs small enough (customer stated they wanted a hot tub as opposed to a whirlpool tub typically used in a bathroom setting.  For hot tubs, we carry models by QCA Spas as small as the Dream Star 2-person (91”x42”x29”D), Navigator (80.5”x56.5”x30”D) and Amethyst+(81”x55”x29.5”D) and others.  All are considered  very small for that industry) 2.    Flooring – Didn’t carry the different size vinyl plank flooring we were interested in.  (we carry hundreds of flooring and carpet options from leading brands in the industry such as Shaw, Mohawk, Armstrong, Bruce, Daltile, US Floors, and many others.  This represents an outstanding selection with many choices for someone building or remodeling).  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 (we are happy to inquire to the factories about a rare size or style.  If we did not return a call we apologize and would like the chance to make that up.  Customer servive is very important to us.  We however, along with any other dealer in the retail world, cannot guarantee we carry every product and brand in the market place today). 3.    Tempur – Pedic mattresses – They don’t carry it. (This is true.  We carry many brands such as Simmons Beautyrest, Sealy, Serta, Comfortaire, Leggett&Platt, Boyd, Natura World, and others.  Although our selection is extensive, we do not carry every brand or claim to). 4.    Carpet – We didn’t care for any of their samples (we carry hundreds, possibly even thousands of carpet choices and are surprised the customer could not find one they liked).   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 (assuming you purchase your products through us, members can save hundreds, even thousands beyond their membership fee compared to what they can purchase those same products for from other authorized dealers).  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 (Each individual makes their own decision if they feel comfortable joining. We encourage guests to bring price comparisons to our open houses when they learn about membership to compare for themselves.  We are happy to show any brands or pricing to prospective members at our open houses prior to joining. If guests feel comfortable with the terms stated in our membership agreement, decide they are willing to commit to using DirectBuy, and are happy with the product selection they’ve seen, they are welcome to purchase a membership.  This is entirely the guest’s choice.  If guests do not feel comfortable joining, they can decline the offering.  We work diligently with our sales and service staffs to train on transparent, honest, and ethical communication and business practices.  We absolutely do not condone misrepresentations of any kind.  Each new member receives a 3 day cooling off period to cancel without penalty in case they change their mind or have buyer’s remorse.  This is clearly stated in large, bold print on page 2 of the membership contract. DirectBuy always honors these requests to rescind promptly.  It also clearly states in bold print directly above where these members signed on page 1 of their contract, “Payment for membership is not conditioned on the use of the membership”.  The members were given a copy of their 2 page membership contract upon joining and had equal opportunity to cancel during their cooling off period is they felt at all uncomfortable with the terms of the contract they entered into).  It was just one more lie on top of all the others.   Again we have earnestly tried to use this membership (we do not feel this member’s ordering history demonstrates attempted use of membership) and they have done nothing but lie to us(At DirectBuy, clear communication is extremely important to us and we work to eliminate any misunderstandings in our communications with members and prospective members.  We do not lie to our customers). Direct Buy is a scam with unconscionable sales people. At DirectBuy, like many companies and businesses, we have a contract which clearly describes the terms of the transaction and agreement made between the company and the customer.  Our business has incurred many costs from this transaction which are not refundable to our business including royalties, marketing costs, overhead expenses and more.  Businesses need to rely on predictable revenue to pay business expenses.  The contract clearly describes the rules of cancellation and refunds.  We cannot cancel the membership outside of the rules of the contract.  DirectBuy is not responsible for cases where a customer opts not to make selections from within our product offering.  Despite all this, DirectBuy in good will, has already offered to make an exception and offer the customer a substantial merchandise credit.

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, 2013.  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 $490 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, 2014.  Please remove any Revdex.com complaint as this issue has now been resolved.

Hello [redacted],
 
First off, I want to offer my sympathies to your family.  It is extremely difficult to lose someone special in your family, and none more difficult than your Mother.  God bless your family during this difficult time.  
 
As far as this situation, I disagree entirely with the claims made in the complaint.  We did not, nor do we ever, manipulate the guests who come in to learn about our service.  Every day we have guests who choose on their own free will to enroll as members and those who choose not to.  We do have policies which protect our suppliers, our members, and the retail community.  If guests do not agree or feel comfortable with our policies, they do not move forward with membership.  Each guest makes their own choice to join or not, and that decision is their action to be accountable for.  
 
When members voluntarily choose to enter into a contract for membership with DirectBuy, DirectBuy as well as the member is bound by the terms of that contract.  The contract clearly communicates (in bold in fact), that it is not conditioned upon use of the membership and that there is a standard 3 day right to cancel, and thereafter the contract is not cancellable.  Each person has the opportunity to read the contract prior to signing it, and most do.  It is a very simple contract which can be read and understood in only a few minutes.  If a person does not read it prior to signing it, they can that evening.  Or the next day, or the next day.  If they do not, that is the responsibility of the individual, not DirectBuy.  
 
In regards to the phone call, the staff was not mean, did not hang up on [redacted], and in fact offered the option to delay payment further to help with the situation.  She could have simply sent it to collections, but did not, and tried to help within the realm of the agreement. 
 
These are the facts.
 
Despite these facts, out of good will, I have decided to allow Tom and [redacted] to cancel their contract providing they complete the following conditions.  I want all our members to be happy, and in this instance, I simply feel it's the right thing to do.
 
1)  Close the complaint with the Revdex.com as being happy and resolved.
 
2)  Sign a letter I will draft stating that we are allowing you to cancel, despite being outside the 3 day right to do so, and in exchange we are parting as friends and you will not speak poorly about DirectBuy to others in the future.
 
3) As would be the case with any cancellation (even within the 3 days), you return the membership folder including the pink copies of the agreements and all materials within the folder that you received when you joined.
 
If you agree to these conditions, we will be happy to cancel the membership and part as friends.
 
[redacted]

Both parties have reached an agreement on this issue. Consider 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.
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 false 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:1.    hot tub for our master bath – didn’t have any hot tubs small enough2.    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.3.    Tempur – Pedic mattresses – They don’t carry it.4.    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 us. Direct Buy is a scam with unconscionable sales people.
Regards,
[redacted]

In regards to the customer’s statements: 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 false 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 (Members join DirectBuy for the ability to shop and buy at DirectBuy. If a member chooses to do additional research on a product at a retail showroom prior to making a purchasing decision, it is their prerogative.  If a member has decided to make a purchase from within the over 1,000,000 SKU’s we carry, they can and will save money compared to any other authorized dealer(guaranteed via our pricing promise).  Naturally, this context is not suggesting to seek out a product we do not offer). 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 (This is true.   We do ask members’ respect the retail community if they choose to window shop at a retail store).  As we tried using the membership and went back to Direct Buy they never carried anything we wanted to purchase (This is the customer’s choice and no fault of DirectBuy.  DirectBuy carries many products and guarantees a savings on those products.  DirectBuy cannot force members to use their membership.  This does not justify cancelling a membership after the cancellation period has long expired.  We carry over 1,000,000 SKU’s from over 700 brand names.  We feel this is excellent selection.  If someone states they can’t find anything they like within that selection of home improvement and remodeling product choices, we view this as a very rare and uncommon opinion.  We do not feel this constitutes as DirectBuy offering poor selection).  They made it sound like they carried everything, but they didn’t let us know how minimal their product selection really was (Again, we do not feel our selection is minimal and would definitely promote a great selection of products.  We do not claim to carry every product and brand in existence).  We have tried to save money on the following items, but found a bigger savings in the retail world (We suspect the customer is inaccurately defining “savings”.  We feel savings is when you can purchase an item at a lower price than purchasing the same item elsewhere. This is not the case if comparing items of different make and model.  If a member ever finds a like product from another authorized dealer for a similar price, DirectBuy’s Pricing Promise Policy guarantees an additional 10-25% savings to the member.  We cannot be held responsible if a member chooses not to take advantage of this guaranteed savings program.  We have this policy because we cannot control if another retailer decides to move a product by selling it for a price similar to dealer cost.  The policy does not apply when evaluating savings on products which are not the same product) or Direct Buy didn’t carry what we were looking for: 1.       hot tub for our master bath – didn’t have any hot tubs small enough (customer stated they wanted a hot tub as opposed to a whirlpool tub typically used in a bathroom setting.  For hot tubs, we carry models by QCA Spas as small as the Dream Star 2-person (91”x42”x29”D), Navigator (80.5”x56.5”x30”D) and Amethyst+(81”x55”x29.5”D) and others.  All are considered  very small for that industry) 2.    Flooring – Didn’t carry the different size vinyl plank flooring we were interested in.  (we carry hundreds of flooring and carpet options from leading brands in the industry such as Shaw, Mohawk, Armstrong, Bruce, Daltile, US Floors, and many others.  This represents an outstanding selection with many choices for someone building or remodeling).  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 (we are happy to inquire to the factories about a rare size or style.  If we did not return a call we apologize and would like the chance to make that up.  Customer servive is very important to us.  We however, along with any other dealer in the retail world, cannot guarantee we carry every product and brand in the market place today). 3.    Tempur – Pedic mattresses – They don’t carry it. (This is true.  We carry many brands such as Simmons Beautyrest, Sealy, Serta, Comfortaire, Leggett&Platt, Boyd, Natura World, and others.  Although our selection is extensive, we do not carry every brand or claim to). 4.    Carpet – We didn’t care for any of their samples (we carry hundreds, possibly even thousands of carpet choices and are surprised the customer could not find one they liked).   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 (assuming you purchase your products through us, members can save hundreds, even thousands beyond their membership fee compared to what they can purchase those same products for from other authorized dealers).  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 (Each individual makes their own decision if they feel comfortable joining. We encourage guests to bring price comparisons to our open houses when they learn about membership to compare for themselves.  We are happy to show any brands or pricing to prospective members at our open houses prior to joining. If guests feel comfortable with the terms stated in our membership agreement, decide they are willing to commit to using DirectBuy, and are happy with the product selection they’ve seen, they are welcome to purchase a membership.  This is entirely the guest’s choice.  If guests do not feel comfortable joining, they can decline the offering.  We work diligently with our sales and service staffs to train on transparent, honest, and ethical communication and business practices.  We absolutely do not condone misrepresentations of any kind.  Each new member receives a 3 day cooling off period to cancel without penalty in case they change their mind or have buyer’s remorse.  This is clearly stated in large, bold print on page 2 of the membership contract. DirectBuy always honors these requests to rescind promptly.  It also clearly states in bold print directly above where these members signed on page 1 of their contract, “Payment for membership is not conditioned on the use of the membership”.  The members were given a copy of their 2 page membership contract upon joining and had equal opportunity to cancel during their cooling off period is they felt at all uncomfortable with the terms of the contract they entered into).  It was just one more lie on top of all the others.   Again we have earnestly tried to use this membership (we do not feel this member’s ordering history demonstrates attempted use of membership) and they have done nothing but lie to us(At DirectBuy, clear communication is extremely important to us and we work to eliminate any misunderstandings in our communications with members and prospective members.  We do not lie to our customers). Direct Buy is a scam with unconscionable sales people. At DirectBuy, like many companies and businesses, we have a contract which clearly describes the terms of the transaction and agreement made between the company and the customer.  Our business has incurred many costs from this transaction which are not refundable to our business including royalties, marketing costs, overhead expenses and more.  Businesses need to rely on predictable revenue to pay business expenses.  The contract clearly describes the rules of cancellation and refunds.  We cannot cancel the membership outside of the rules of the contract.  DirectBuy is not responsible for cases where a customer opts not to make selections from within our product offering.  Despite all this, DirectBuy in good will, has already offered to make an exception and offer the customer a substantial merchandise credit.

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 difficult. I left messages telling him I am out of state. He seems to be getting upset that I am not answering. My mother passed over the weekend so I shall be home by the end of the week. In my message to [redacted], I told him I was out of state taking care of my dying mother and asked to be taken off the contract. His messages just keep saying that we need to talk. Does he not understand this is not  good time. 
Regards,
[redacted]

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 1 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.

[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. Thank you for the sympathies. I will mail the folder back and will not talk no more of Direct Buy. But you were not there when  the lady on the phone was disrespectful and hung up on me. 
Regards,
 
[redacted]