I want my money back: How to complain effectively

We work hard for our money, so it’s especially upsetting when we carefully budget for our purchases only to find that we’re not getting what we paid for.

Often, we complain at the lowest level but then give up when the problem isn’t resolved.

There are many ways to complain and to get your money back, however, so don’t give up until you’ve tried them all.

Start at the source

First, return to the store or website and talk to a store employee (or live chat a customer service representative on the website). This will resolve most problems. Describe the problem calmly and accurately, and present all documentation. If the employee cannot help you, ask for a supervisor. Document to whom you spoke, the date, and the outcome.

Escalate

Once it becomes clear that your problem won’t be solved at the source, stop wasting your time there. Call the company’s customer service number or access it through the company’s website. Again, if the first person cannot help, ask for a supervisor. Document all conversations here, too. If phone conversations don’t help, write a letter and include copies of your documentation.

Try social media

When direct contact fails, post your complaint on the company’s social media outlets. Often, a company’s social media manger is authorized to help when other employees aren’t, because the company wants to avoid negative comments on its social media accounts.

Get outside help

First, file a complaint with the Attorney General’s office and with Commerce and Insurance. In Tennessee, the websites are: https://www.tn.gov/attorneygeneral/working-for-tennessee/file-a-consumer-complaint.html and https://www.tn.gov/commerce/consumer/file-a-complaint.html . While you’re at it, complain at the federal level as well: https://www.ftccomplaintassistant.gov/#crnt&panel1-1

Second, consider going to local media. Most local TV stations of any size have a consumer “action line,” and these can be very effective when everything else has failed.

Be careful with online purchases

When buying online, stick to established companies such as Amazon, which has a process for settling disputes. Many online sellers are based in foreign countries, and it can be hard to get your money back or to get them to answer you at all.

Put important purchases on a credit card

While it’s important to be careful with credit card spending, put expensive items on your credit card if that option is available to you. If you’re not satisfied with the purchase, you can quickly and easily dispute the charge online with your credit card company. Then, the credit card company will go to bat for you to resolve the dispute, withholding the funds from the seller until the seller proves that they treated you fairly.

You have the right to be treated fairly and to get what you paid for. Be persistent, and you’ll be successful most of the time.