Kathy’s Home & Garden Tips – How to Get Results from Your Complaints

We order so many items online today, even more since we have been sheltering at home. For the most part, problems can be resolved quickly and painlessly with most of our online sellers. But sometimes things do come up that are a little more difficult to fix. For these, we need to remember the three p’s: politeness, persistence, and patience. It can be hard to stay polite but remember, the person on the other end of the line is not the problem. 

First things first: always keep all packaging and paperwork that comes with the original delivery until you are satisfied with the product. After that, save paperwork and any bar codes. Always keep copies of all order confirmations, receipts, warranties, and billing statements. Make a folder on your computer. If you are asked for paperwork, always send copies or scans. Keep copies of everything you are sent regarding the complaint. It’s always wise to take screenshots of online chats as well.

It is best to make your complaint as soon as possible. Do take notes registering the date and time when you are talking to the customer service representative. Jot down any reference numbers given as well as the name of the person you are speaking to. 

Most times this will be as far as it needs to go but in case not, ask them if there is someone else you can speak to or somewhere else to call or write. You can search for company senior customer service reps using the Better Business Bureau website. There is a not for profit group called Elliot Advocacy that can provide contact info for many companies’ senior service reps. They recommend keeping your correspondence brief and to the point. Be professional and offer reasonable solutions. Do not expect an immediate response. Asking for a response in 10 business days is reasonable. Go to www.consumer-action.org for a sample email and letter along with a how-to complain guide. 

If you have not received a satisfactory customer service response, you can complain to your local regulatory or consumer protection agency. Find more info here: www.usa.gov/state-consumer. You can check out local or state licensing boards when dealing with a tradesperson or other licensed professional. To find help with complaint strategies for specific categories of products and services with third-party contact information, check out www.usa.gov/complaints-by-product. 

So when it comes to dealing with product complaints, be persistent but polite and patient when attempting to resolve consumer complaints.

KATHLEEN WEAVER-ZECH AND DEAN’S TEAM CHICAGO