Nine Keys to Lodging Effective Consumer Complaints
If you feel cheated by a company for poor service or a faulty product, you have no shortage of ways to complain. In addition to the company itself, government bodies, and nonprofits dedicated to consumer protection, websites that feature consumer complaints can bring attention to your plight–and get the response you want. Here's some expert advice on how best to complain.
1) Do your research to prevent problems. "[Consumer complaint] sites are great for doing research before a big purchase," says James Hood, editor of ConsumerAffairs.com. Websites like Hood's post consumer experiences and usually allow users to search by company name.
2) Contact the company first. Whether on the phone or in person, ask to speak to the manager on duty, says Greg Brummer, general manager of Planet Feedback [http://www.planetfeedback.com/]. "You'll get the most effective resolution if you deal with the person right in front of you," he adds.
3) Threaten to cancel the payment through your credit card. "[Companies] hate that," says Ben Popken, editor of Consumerist.com. Not only do companies lose the sale, but they often have to pay fees to the credit card companies.
4) Write to the head of the company. "A [chief executive officer] doesn't like to hear a consumer complaint," says Linda Sherry, director of national priorities for Consumer Action, a nonprofit consumer group. Be sure you have documented your interaction with the company so you can effectively explain the problem and your actions, she adds.
5) Be honest. Susan Grant, vice president for public policy for the National Consumer League, warns against embellishing your complaint to make it sound more serious than it is, which can undermine your case against the company. "Just tell your story in a logical, matter-of-fact way," she says.
6) Contact your local Better Business Bureau. The bureaus, which are funded by member companies, work with individual consumers and companies to resolve disputes.
7) Complain in an online forum. Dozens of websites allow consumers to post complaints about companies, and sometimes they generate public outrage. But even people who run these websites suggest using them only as a last resort. "We might not post your story if you haven't made any effort on your own part," says Popken.
8) Contact your local government groups. While complaining publicly might be emotionally satisfying, it won't force an unethical company to change its policies. "Folks still need to [complain] the old-fashioned way," says Jean Ann Fox, director of consumer protection at the Consumer Federation of America. Lodging a complaint with the Federal Trade Commission, your state's attorney general, or local consumer protection offices can help enforcement agencies investigate unfair practices and change regulations, Fox says.
9) Learn more. The government website www.consumeraction.gov provides detailed instructions on protecting yourself as a consumer and offers a free handbook on the subject.
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