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.
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.
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.
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:
Many consumers and businesses use dispute resolution programs — mediation and arbitration — as an alternative to going to court. Some businesses require consumers to arbitrate their disputes and waive their right to go to court. Check your contract or product packaging for details.
Some programs are free. Others charge a flat fee, or a rate based on your ability to pay.
The following organizations can help you find a program near you:
(Your Address) (Name of Contact Person) Dear (Contact Person): On (date), I purchased (or had repaired) a (name of the product with the serial or model number or service performed). I made this purchase at (location, date, and other important details of the transaction). Unfortunately, your product (or service) has not performed well (or the service was inadequate) because (state the problem). Therefore, to resolve the problem, I would appreciate your (state the specific action you want). Enclosed are copies (copies, not originals) of my records (receipts, guarantees, warranties, cancelled checks, contracts, model and serial numbers, and any other documents). I look forward to your reply and a resolution to my problem and will wait (set a time limit) before seeking third-party assistance. Please contact me at the above address or by phone (home or office numbers with area codes). Sincerely, Your Name |
The FTC works for the consumer to prevent fraudulent, deceptive, and unfair business practices in the marketplace and to provide information to help consumers spot, stop, and avoid them. To file a complaint or to get free information on consumer issues, visit ftc.gov or call toll-free, 1-877-FTC-HELP (1-877-382-4357); TTY: 1-866-653-4261. The FTC enters consumer complaints into the Consumer Sentinel Network, a secure online database and investigative tool used by hundreds of civil and criminal law enforcement agencies in the U.S. and abroad.