How to Resolve a Consumer Complaint, Part One
February 18, 2021
Topping the list of consumer complaints are products that don't work and services that are performed inadequately. Businesses complain about rude, demanding consumers; consumers complain that businesses say that the customer is king but refuse to treat the customer like royalty. Often the problem is a lack of communication. Consumers may not know how to complain clearly and effectively, and businesses may not realize how easy it is to resolve most complaints. As a consumer, you can't control how the business will respond to your complaint, but you can learn to complain effectively, thus increasing the odds that your complaints about goods or services will be quickly resolved to your satisfaction.
Consumers are protected by many consumer rights laws, both at the federal and the state level. It's a good idea to familiarize yourself with these laws and your rights under them before pursuing a consumer complaint. For on-line information about federal consumer protection laws, see the current edition of the Consumer Action Handbook, available at the United States General Services Administration website .
Talk to the right person--soon
Complaining to the right person is essential if you want your complaint resolved quickly and satisfactorily. Many people make the mistake of starting at the top, or the bottom, or in the wrong department altogether, instead of beginning with the person who has the power to resolve the complaint easily. This usually is the case when the consumer is overemotional or presents his or her case to the first available person, rather than the person who can actually help. But who is that person? In most cases, it's a manager of some sort--the department manager, assistant manager, supervisor, store manager, restaurant manager, or customer service manager. It's usually easy to get the name of the person who has the power to handle your complaint by asking this question: "Are you able to help me resolve a problem I'm having with ..., or should I speak to someone else?" Then, insist on speaking to that person. If he or she is unavailable, then write down his or her name, phone number, and address, so that you can contact the person at your convenience, unless your complaint needs to be remedied immediately. If this is the case, ask to speak to someone higher up in the company who can help you.
When should you complain?
Complain soon after the problem occurs. If you don't, you risk not being taken seriously. After all, if you keep your broken iron for two months, you'll have a hard time convincing the store that it wasn't working when you bought it. In addition, if you don't complain soon, you may give up your legal right to complain. For instance, if you pay for an item with a credit card and notice you've been overcharged when you get your next statement, you must complain to your creditor within 60 days after the bill containing the error was mailed to you if you want your creditor to investigate the charge. In addition, some stores have refund or exchange policies that limit the amount of time you have to return or exchange an item. Wait longer than that and you may have a tough time resolving your complaint.
If you're too angry or upset to lodge a complaint rationally, consider walking away. In most cases, you can always lodge the complaint later, as long as you don't wait too long. For instance, if the ticket line at the theater was so long that you missed the first 20 minutes of the movie, there's no reason you have to miss the next 20 minutes (or risk being thrown out altogether) yelling at the ticket seller. Instead, watch the movie and call the theater manager the next day and explain the situation. Ask him or her to give you a free pass to another movie.
How should you complain?
Start by complaining in person or by phone. It should become clear during your conversation whether you will be able to resolve your complaint without further discussion. If it seems likely that resolving your complaint will be complicated or will take some time, write a letter immediately. Keep copies of your correspondence, and write down the names and phone numbers of all individuals you speak to. No matter how you complain, you should be prepared to present your case clearly. Stick to the facts and try to remain calm and unemotional. If necessary, be prepared to support your complaint with facts and written documents, such as receipts, warranties, repair orders, or the names of individuals you've previously spoken with, what they said, and when. Make it clear what action you want taken and when. If you're discussing your complaint in person or over the phone, never end the conversation without getting a firm commitment from the person you are dealing with. If he or she will be calling you back, on what date? If he or she needs to look into the problem further, then when can you expect an answer? If he or she refuses to help you at all, then who can?