No doubt you've purchased a product or service that you weren't happy with. Rather than accepting the situation, take action. After all, businesses want to keep you happy so you'll keep coming back. The Federal Trade Commission suggests these simple strategies for resolving a problem you may have with a product or service. If a retailer didn't deliver as promised or if you feel you've been ripped off, the Federal Trade Commission (FTC) has some tips for you.

Where to Start

Contact the seller. Keep a record of your conversations — who you spoke with and when, and the action promised. If you can't resolve the problem at this level, contact the company headquarters. In some instances, you may have to contact the manufacturer. Many companies have a toll-free telephone number. Look for it on package labeling, or call 1-800-555-1212 for toll-free directory assistance. Management may be grateful for your input; it can help identify problems that are bad for business.

Write a Letter

An effective complaint letter should be clear and concise, and include all the facts. Include copies — not originals — of documents regarding your complaint, such as sales receipts, repair orders, warranties, cancelled checks, contracts, and any correspondence with the company. See the sample letter below.

You may want to send your letter by certified mail, return receipt requested. The extra money this costs pays for your proof that the company got your letter and who signed for it.

And If That Doesn't Work

If your letter doesn't do the trick, contact the following organizations for help, Check your telephone directory for the complete names, addresses, and phone numbers of these offices:

Know Your Rights

By law, retailers - including e-tailers - are required to ship an order within the time stated on their website (or in their ads) or at the time the order is placed. If a company doesn't promise a time, it must ship the order within 30 days after receiving it. And if the company is unable to ship within the promised time, it is required to say so and allow the consumer to agree to the delay or to cancel the order and receive a prompt refund.

Keep Good Records

Be sure and track your purchases. Keep printouts of the web pages where you placed your orders with details about the transaction, including your emails to the retailers and their responses to you, in case you're not satisfied.

Get Satisfaction

If you have an unsatisfactory shopping experience, the best course of action is to contact the retailer. Look for an address to write to or a phone number to call. If you've never heard of the seller, check on its location and reputation with the Better Business Bureau or the state attorney general's office.

If you're dissatisfied with the way the matter is handled, take your business elsewhere in the future. However, it is important to recognize that while some business practices - such as notifying the consumer that the order will be delayed in a less-timely manner than the consumer may like - may be poor customer service - they're not necessarily against the law.

Billing Errors

If you find an error on your credit or charge card statement, you may dispute the charge and withhold payment on the disputed amount while the charge is in dispute. The error might be a charge for the wrong amount, for something you did not accept, or for an item that was not delivered as agreed. Of course, you still must pay any part of the bill that is not in dispute, including finance charges on the undisputed amount.

If you decide to dispute a charge:

The creditor must acknowledge your complaint in writing within 30 days after receiving it, unless the problem has been resolved. The creditor must resolve the dispute within two billing cycles (but not more than 90 days) after receiving your letter.

File a Complaint

In the United States:

If you suspect the business may have broken the law, file a complaint with the Federal Trade Commission. You can call the FTC toll-free at 1-877-FTC-HELP (1-877-382-4357) or file a complaint online at www.ftc.gov.

Cross-Border or International:

On April 24, 2001, responding to the challenges of multinational Internet fraud, and working to enhance consumer protection and consumer confidence in e-commerce, thirteen countries unveiled econsumer.gov, a joint effort to gather and share cross-border e-commerce complaints.

Sample Letter

Sources:  Federal Trade Commission

                 econsumer.gov

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