No matter how hard you work to select the perfect gift for holiday giving, sometimes there are problems with quality, an item not being what was advertised, or a defective product. Here are some steps you can take when purchases go awry.
Whether reaching out in person, over the phone, online, or in a letter, keep the tone professional. Although the situation is frustrating or disappointing and it’s tempting to lash out once you reach someone, avoid accusations and threats. Try to be clear and concise so that the person you are communicating with understands the situation and can offer a resolution.
Start by reaching out to the seller. If you are returning the item in person, bring any packaging, price tags, and your sales receipt and any other paperwork with you. Explain the problem. Is it broken, defective, or not what was advertised?
Then explain what you are looking for to resolve the problem. You might want to think ahead of time what you’d like to happen: Do you want a refund or want to exchange the item?
If the item is not defective, there may be a limit on how much time you have to return it. If the return period has expired, you may be offered a store credit or discount on a future purchase. Sometimes a manager has more flexibility and can help resolve the situation, so it can’t hurt to ask.
For larger items that aren’t working, such as home appliances, reach out to the store where they were purchased first. If they don’t have technicians who can make repairs, reach out to the manufacturer. You’ll want to have the serial number of your appliance and any warranties in front of you when you contact them.
When returning online purchases be sure to have your order number and any other documents related to the purchase handy before reaching out to customer service. Check the refund and return policy to find out who is responsible for the cost of shipping the item back.
Whether calling, engaging in an online chat, or communicating by email, keep records of any communication with the retailer. Those records may help you down the line if you need to escalate the matter by getting another party involved or by taking other measures such as legal action.
If you’ve purchased a gift from an online marketplace such as eBay, first reach out to the seller. If they are unable or unwilling to resolve the problem within a reasonable time, file a dispute with eBay, or if you’ve used a different online marketplace, most have dispute resolution mechanisms.
If you have been unable to resolve the problem in person or over the phone with customer service, try sending a letter to office of the president at the company’s headquarters. Outline the problem, explain how the company can resolve it, and set a reasonable time limit for resolution. Send copies, keep your originals, of receipts or invoices, and warranties. Provide the item’s serial number if it has one. Make sure to include your contact information, phone number, email address, and account number, if applicable. Send the letter through certified mail with return receipt requested so that you can confirm it was received.
What should you do if your efforts to resolve the situation on your own are not working? Our Consumer Protection Unit can help with retail or billing disputes. We work with the Massachusetts attorney general’s office on consumer complaints. To get the complaint process started, contact our Greenfield or Northampton office for a paper complaint form or go to the Consumer page on our website, NorthwesternDA.org, for a link to an online complaint form. All complaints are screened by the attorney general’s office and referred to the appropriate agency or program for assistance.
You may want to consider one of these alternatives if the steps above have not resolved the problem to your satisfaction.
■If you paid for the item with a credit card, you may want to file a dispute with your credit card company.
■Research filing in small claims court or seek legal advice regarding filing a lawsuit.
■Some businesses use mediation or arbitration programs as alternatives to going to court. Information about these types of programs is available on the company’s website or may be printed on documents you receive at the time of purchase.
If other measures fail, try reaching out on social media. Your goal is not to blast, degrade, or insult the company, instead to bring your problem to their attention. Companies often have employees who monitor their social media accounts who may be able to help with your situation.
If you believe you have been the victim of a scam or fraud, contact your bank or credit card company to stop payment. Also, report it to the Federal Trade Commission at ReportFraud.ftc.gov or by calling 877-382-4357.
Anita Wilson is the director of the Northwestern District Attorney’s Office Consumer Protection Unit, which is a Local Consumer Program working in cooperation with the Office of the Massachusetts Attorney General.