Making a Clothing Purchase Complaint
What do you do if a permanent press shirt isn't really permanent press, fabric in a garment wears out readily, or colored trim bleeds onto the garment?
Bringing your problem or complaint to the attention of the textiles and clothing industry can result in better merchandising practices and products. Failure to complain can cause you aggravation and unhappiness. The industry cannot learn what consumers want unless they speak up. Consumer interest has brought about changes in how fabrics and garments are made and marketed. As consumers, we have a responsibility to speak up in order to insure desirable merchandise and marketing practices.
Before you complain, ask yourself these questions to make sure you can defend your position:
- Did I abuse the garment in any way?
- Did I wear it as the manufacturer intended?
- Did I follow the care instructions?
Some buyers make unjustified complaints which may only interfere with a company's handling of legitimate complaints. If you have met your responsibilities in the use and care of the garment, you are ready to begin the complaint process.
First, get your facts together.
- What was the date and place of purchase?
- Do you have a copy of the sales slip?
- How often was the garment worn?
- What type of wear did the garment receive?
- What did the directions say on the care label?
- What specific care did you give the garment?
- Why was the garment unsatisfactory?
- What would you like done? (refund, exchange, repaired, etc.)
If you purchased the garment in a local store, present your complaint to the salesperson with whom you did business. If the store is large enough to have a consumer service department, take your complaint or problem there. If you are not satisfied with the responses, ask to see the manager.
Usually a business with a reputation for dealing fairly with its customers will make a fair adjustment. The business has an image to protect and is willing to take responsibility for the products sold.
Contact the manufacturer:
- if you don't know where the garment was purchased
- if you purchased it a distance from home
- if you were unsuccessful in dealing with the local store
Every garment label must tell who the manufacturer is either by name or registered number. If only a company name is given, you may be able to find the address through your local public library. Libraries may have reference books that give names and addresses of company presidents or consumer relation directors. Look for Thomas' Register of Manufacturers or the Standard Directory of Advertisers.
To locate the manufacturer's name and address by registered number (RN or WPL), contact the Federal Trade Commission, 6th and Pennsylvania Ave., N.W., Room 701, Washington, DC 20580. Examples of registered numbers are RN 29962 and WPL 04378.
Write to the manufacturer clearly stating your complaint. A letter makes your complaint a matter of record. State the nature of your problem and what you would like done. Refer to the facts stated earlier. Keep the letter brief. If at all possible, type your letter. If handwritten, make sure your handwriting is easy to read.
Sending the faulty garment along with the letter may bring a quick response. If you do this, be sure to insure the package. Attach your letter to the outside so everything will arrive at the same time.
Be sure to keep copies of any letters you send, as will as insurance receipts, etc. Your letter preserves your rights under the law and it ensures that the manufacturer knows your side of the story. When the company sees your complaint in writing, they know you are serious about your complaint.
Sample Copy of a Complaint Letter
Your
address
City,
State, Zip
Code
Date
Complaint
Department
Company
Name
Street
Address
City,
State, Zip
Code
Dear Sir, or Madam, or To Whom It May Concern:
I am writing about (describe the garment, care information on the label, specific care given to garment and why garment was unsatisfactory).
Unfortunately, this garment has not performed satisfactorily according to the stated care information.
I am looking forward to your reply within the next thirty days explaining what you intend to do about my problem.
Sincerely,
Your
Name
--------------------------------
SOURCE:
Rose
Marie
Tondl,Extension
Clothing
Specialist,
Cooperative
Extension Service,
University
of
Nebraska-Lincoln.
Contact for questions
 |
to Jan Scholl's home page |
Updated 8/19/05