It can make you feel faint

To lodge a complaint,

It can weaken your confidence

To have a bad buying experience

But Good results happen with action and restraint.

In publishing “The Shoppers Coach Newsletter” each week it’s my goal to show you ways to shop smarter and avoid places, people and merchants who cause complaints.

But I’ve had many letters from people who neglect to apply a shopping smart principle I’ve suggested. And others who just step into what I call a bad buying experience through no-fault of there own.

A bad buying experience is when you buy a product that doesn’t perform or purchase a service you’re not satisfied with, that’s a bad buying experience. How the store or person you bought it from handles it can make the experience tolerable or disastrous. 

A bad buying experience can still happen to the best of us now and then. If you shop often enough and long enough, you could face a bad buying experience through no-fault of your own.

Here’s a step-by-by step plan to file a complaint that will get action.

First, before you file a complaint make sure you give the store personnel a fair chance at solving the problem. Most reputable stores will make it a point to solve a problem you may have with your purchase and appreciate you brought it to them. Why?

Because it helps them solve it before other customers experience the same problems. Most store owners worth their salt know most customers won’t complain, they’ll just go to a competitor next time or decide to spend their money other places.

Follow these steps to issuing a complaint that gets action.

Ask to speak to a manager: When complaining to management, keep records of your conversation, date and time.

List the name of the person you spoke with and job title.

Note the action the person promised to take.

Were you satisfied with the result? If not go to step 2.

If you can't resolve the problem  at the first level, by talking to the on-site manager, contact the company headquarters by phone. Follow the same procedure as step number one. With this step it always adds an extra punch if you write a letter too, it makes the complaint more concrete and less abstract.

Your complaint letter should state all the facts in a clear and concise manner. Include copies of receipts, sales slips, contracts or agreements of the transaction. Never include originals. You always keep the originals.

Send your letter and other supporting documents by certified mail or at least return receipt requested as proof of delivery.

If you haven’t received satisfaction at this level go to next step.

Contact one more of the following organizations for additional help and information.

• Your Better Business Bureau in the state where the company resides.
• Your state attorney generals consumer division.
• Your local Postmaster (you ordered or it was delivered through the mail.
• Your local television, radio or newspaper consumer actionline or consumer reporter.