If you are disappointed with the quality of an item or service, you should complain and ask for a refund. Look for proof of purchase and explain to the seller why you are not happy with the product or service provided. If necessary, file a complaint with someone in a higher position by asking the clerk to take you to see your manager. Even if a store doesn't provide refunds, you still have other options. You may be able to request mediation or ask the credit card company for a refund.
Step
Method 1 of 3: File a Complaint to the Place of Business
Step 1. Find out what makes you unhappy
Before making a complaint, find out what makes you unhappy with a product or service. The reason for requesting a refund will determine your entitlement to it.
- Is the product being sold defective? If so, the seller must provide a refund.
- Is the product not the same as advertised? If so, you should get a refund.
- Have you changed your mind? If so, the right to refund depends on the store's policy. In the UK, you have 14 days to return an item purchased online or over the phone for changing your mind.
Step 2. Contact the store
Visit or contact the store by telephone to submit a complaint about the goods or services purchased. If necessary, you can send an email instead of a phone call. Don't procrastinate as some sellers have a refund limit policy (eg 14 days).
- Clarify your complaint. Explain why you are not happy. For example, you could say “This product cannot be turned on.”
- Explain why you want a refund. The seller may try to give you other items, such as shopping coupons, if you don't make it clear.
- Understand that the first person to hear a complaint may not be able to help you. Chances are, he only read the script and has limited authority to issue a refund.
Step 3. File a complaint with someone with a higher position
Ask to speak to the manager if the clerk at the store can't help you. Say to the officer politely “Is there anyone else I can talk to?” Wait patiently for him to call the supervisor and store manager.
- Explain once again that you want a refund and explain why. You must be consistent with the reasons presented. Do not change the complaint submitted.
- When making a complaint, be brief. Stories that are too long will sound suspicious.
- Write down the names of everyone you talk to and write a summary of what they said.
Step 4. Be polite, but firm
You will get the best results if you manage to contain your anger. However, you must remain firm. Tell yourself "I have the right to the best service" and don't let rejection sway you.
- Avoid swearing at an individual or complaining in a store against an item that was purchased at a high price. The staff there will not take the complaint seriously and you may be kicked out by security personnel.
- Take it easy, if necessary. Remember, the employee you first spoke to might want to help, but not have the power.
- If you can, try to show empathy to the person you're talking to on the phone. You could say something like "You must have had a lot of complaints today." The staff will probably be happy and willing to help you further.
- You may fail to get a refund. If so, thank the other person and plan your next steps.
Step 5. Learn your rights
Your rights depend on the law where you purchased the item. Before going any further, you should find out if you are entitled to a refund. Consider the following:
- Does the store have a return policy? This should be clearly stated, either through a sign in the store or proof of purchase. Check to be sure. Some sellers do not allow returns unless the item is defective.
- Does local law allow the seller to provide other services in exchange for a refund? This is a mandatory law in the UK, unless the seller is unable to provide other services or it will take too long and be a pain for the customer.
- Is there a warranty? If so, remove the warranty card and see if the product damage can be covered by the warranty.
- Does your country require a product warranty? In the United States, every product purchased is guaranteed for its functionality. In addition, the product should work as expected if you purchased it for a special purpose.
- Does the seller void the product warranty? For example, he might sell a product "as is". If so, you may not have a right to a refund, depending on applicable law.
- Did the seller lie to you? This is very different from purchasing a defective item or poor service. When someone is lying, they are committing fraud and you can file a lawsuit against the financial loss suffered.
Step 6. Write a complaint letter to the seller
If you can't get help by phone or face-to-face, you can write to the seller. Remember, keep the point short. If you have a right to a refund, mention this in the letter.
- In the United States, the Federal Trade Commission provides sample letters that can be used. The letter can be downloaded at this link:
- In the UK, you can use the sample letter provided by Citizens Advice, which can be downloaded here: https://www.citizensadvice.org.uk/consumer/template-letters/letters/problems-with-services/letter-to- complain-about-the-poor-standard-of-a-service/. This letter is for services or goods purchased after October 1, 2015.
- If you live in another country, remember to include the following information in your letter of complaint: purchase details (date, amount, etc.), reason for disapproval, and your wish (full refund).
- When sending letters, ask for official proof of purchase. Keep a copy of the letter for personal records.
Step 7. Contact the product manufacturer
You may need to contact the person who manufactured the product. You can look for the phone number on the product packaging or proof of purchase. You may also need to use the internet to check the number.
Tell the manufacturer what went wrong with the product when you bought it. Then, ask for a full refund
Method 2 of 3: Using Other Methods
Step 1. Cancel the charge to the credit card company you are using
If you paid for the product with a credit or debit card, you can contact the service provider and explain the problem. You may be able to get a “cancellation of the bill.” In practice, canceling a charge will erase a credit card transaction. In general, you must meet the following requirements:
- The bill must have a nominal value of more than IDR 500,000.
- You must purchase the item in the same area as your residence or a maximum distance of 250 km from your mailing address.
- Major credit card issuers will check both conditions above.
- Contact your credit card company (or visit the official website). You will not get a cancellation once the bill has been paid.
Step 2. Consider mediation
The seller may want to mediate. In mediation, you can meet a mediator, which is a neutral party who wants to hear statements from both parties. The mediator does not act as a judge, but only guides the discussion and tries to get both parties to give in.
- If you wish to mediate to resolve a dispute, please mention this in the complaint letter sent to the company.
- The district court's office may provide a mediation program that you can take advantage of. Check the website.
Step 3. Pursue arbitration
Arbitration is like a trial. Each party provides information to the arbitrator rather than to the judge who decides the case. The television series "Judge Judy" includes arbitration even though the cast is dressed as a judge (and has been a judge in real life). The seller may be willing to arbitrate to resolve the dispute.
- Usually, you must sign an arbitration agreement. As part of the agreement, you will need to waive your right to claim and appeal against the arbitral award.
- You may have agreed to arbitrate disputes when purchasing a product or using a service. Check the proof of purchase and other documents you receive. Seek terms of arbitration or dispute resolution.
Step 4. File a simple lawsuit in court
Each state provides simple tort courts to settle small value cases. The maximum limit for a simple lawsuit can vary widely, depending on your area. For example, Alaska has a maximum lawsuit limit of $100,000, while Arkansas (United States0 has a maximum limit of $50,000,000.
- A simple lawsuit is suitable for people who do not have a lawyer. Usually, this process is fairly short and you can use the form provided by the court to file a lawsuit.
- If you are going to file a major lawsuit, you will need to file a lawsuit in a district court. Contact an attorney to discuss your options. Cases in civil courts are longer processes, but you can win more money.
Method 3 of 3: Spreading the Word of Scams
Step 1. File a complaint with the Better Business Bureau
File a complaint with BBB through its branch in the city where the seller operates. You can find the address of the branch by visiting the following BB website: https://www.bbb.org/. Do a search by name of the seller of the product.
- Provide details of the dispute that occurred. BBB will send a copy of your complaint to the seller. Your complaint will also be posted on the BBB website.
- You cannot submit a complaint anonymously. However, you must include your name, address, phone number, and other contact information. For this reason, use polite language when making a complaint.
Step 2. Contact a consumer protection agency
Your city or country may have a consumer protection agency. This agency will examine consumer complaints and enforce consumer protection laws.
- In the United States, you can find the nearest agency through the following website: https://www.usa.gov/state-consumer. Please select your state in the column provided.
- The agency can sue or take legal action against the seller.
Step 3. File a complaint with the prosecutor's office
If someone commits fraud, you should file a complaint with the local prosecutor's office. You can find the phone number online. You can also submit a complaint form online.
- The prosecutor's office will not represent your lawsuit, but they can investigate the business and take legal action if necessary.
- The prosecutor's office also shares information with other law enforcement agencies to find and catch fraudsters.
Step 4. Report the fraud to another government-owned agency
There are many agencies that collect fraudulent information. You should send as many complaints as possible to these agencies. For example, in the United States you can call:
- Federal Trade Commission. You can report fraud through the FTC's Complaint Assistant feature.
- econsumer.gov. You can report international fraud online at the following website:
- IC3. The Internet Crime Complaint Center receives complaints of fraud cases on the internet. The victim or a third party can file the complaint.
