How to complain
Nothing ruins an evening at the newest chi chi restaurant faster than bad service. First the waiter ignores you, then food arrives cold and it isn't even what you ordered! And what about that airline that bumps you from your flight and doesn't apologize for the inconvenience. Have you ever been:
- ripped off
- sold a bad product
- treated rudely by a salesperson
- denied service
We bet you've experienced all of the above. But what to do about it? Whether you want your money back or just need to vent, there are a few things to know about effective complaining.
Rule #1
Ask for what you want
Whether you complain in person, in writing or by phone, the most important rule to remember is to be clear on what it will take for you to forgive that incompetent mechanic or that darned hairdresser. Is it a refund? A replacement? A simple apology?
Rule #2
Make sure you're within your rights
Have you checked out the merchant's return policy? Are you still within the return period time period specified in the store or on the receipt? Do you still have the receipt? Is the product still under warranty? Even if you don't have your receipt you still might be able to make an effective complaint - it just might alter the way you go about it!
3 Ways to Complain:
In Person
Complaining in person can be difficult for many of us. Who likes to make a scene? Our tempers flare, we're afraid or nervous about embarrassing ourselves in public. And the words often don't come out right. But when done properly, complaining in person is not only effective, it's empowering! Here's what to do:
- Introduce yourself It's always good to personalize matters. Makes you seem like a mature, real person and then there's more chance of getting what you want.
- Be calm and friendly. There's no point in making everyone defensive right off the bat.
- Tell the salesperson, bank teller, mechanic, etc. why you're unhappy. Sometimes this is all you need to do. Try to at least give them the benefit of the doubt that they'll want to fix things as soon as you've pointed out what's wrong.
- Ask to speak to the Manager. Once you've given the salesperson the chance to fix the problem (and they don't or can't) it's time to move on up the chain of command. If you're really angry about the way you've been treated, wait until you get home and have calmed down before picking up the phone. This gives you to time to formulate your argument.
- Outline the situation, why you think it's wrong and how it affected you. For example: "I picked up my dry cleaning yesterday and when I got it home I realized there was a huge, dark spot on the front of my dress. I told the clerk that spot wasn't here before, but she doesn't believe me. First of all, it's impossible for her to know that and second, I'm positive that spot wasn't there. The implication that I'm lying is unfair. This is a real problem for me because I need to wear this dress to a wedding tomorrow."
By Phone
Lodging a complaint by phone might be your least effective option. We find that too many store clerks and even managers take complaints less seriously this way. It's less personable when you don't meet face to face. But if this is all you've got time for it's better than nothing. Remember the above points plus the following:
- When the Manager gets on the phone, ask if he/she has a few minutes.
- Get the Manager's name (this always makes them pay closer attention).
- Inquire as to whether you should make an appointment to come in to the store or if the matter can be dealt with over the phone.
- If you have to leave a message, get the person's name that takes the message or ask when is the best time to call back.
By Letter
When a complaint in person or on the phone doesn't resolve your dispute, it's time to up the ante. The next step is to write a letter. A formal complaint like this tells the merchant you mean business and it's also a record that you did make a complaint (in case you ever have to go to court!). Before you begin, make sure you're complaining to the right person and company. If your problem is with a particular product that's available in hundreds of stores -- say your steamed about some expensive pantyhose that snagged while you were getting dressed -- your complaint will be a lot more effective if you write to the manufacturer, instead of the store where you made the purchase -- most companies list an address and 1-800 number on their packaging. Address your letter to the president and send a copy to the company's head of Consumer Relations. An effective letter of complaint should be brief (no more than a page to a page and a half), typewritten if possible and should include the following information:
- Your name, address and phone number
- A statement informing the merchant of why you're unhappy with a product or service (if it's a product be sure to include model and serial numbers. If it's a service, provide dates and names of clerks/salespeople involved).
- An explanation of what you've already done to try to resolve the dispute
- A statement about what you want the merchant to do about your complaint (your money back, a replacement, a store credit and apology, etc.)
- An indication of when you expect to receive a response.
Don't forget to include copies (don't send originals) of your receipts and keep a copy of your letter for your records.
If All Else Fails…
If your deadline has come and gone, it's time to contact a consumer agency.
BBB
Better Business Bureaus exist to improve relations between consumers and merchants. But remember they don't have the authority to force a business to resolve a complaint. Most will, however, contact the merchant and try to negotiate a solution. (Go to www.bbb.org and search for your city)
Industry Trade Organizations
Lots of merchants belong to local or national trade associations. They'll provide the same help as the BBB. It's also another place to record a complaint.
Federal Agencies
While most federal agencies don't handle individual consumer complaints, if yours involves a defective product that could harm others (like a toy or a car) it might be worth contacting the appropriate agency. At the end of the day, if you still don't get the refund, replacement or apology you expected, keep in mind that if you followed the guidelines here your efforts won't go unnoticed. Your complaints will be on record with the consumer agencies you contacted. At the very least, someone else will be forewarned!
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