| BUYING BY MAIL
Q. How long does a mail-order company have to deliver goods that
I ordered?
A. Under federal law, the goods must be in the mail within thirty
days of your order. If they
aren't, you must at least have received a letter informing you of the
delay and of when to
expect delivery. The seller also has to offer you a refund within one
week if you don't want to
wait any longer. The exception is goods that you understand not to be
available until a certain
time, such as magazines or flower seeds. Many states have laws that protect
you even further
than the federal law.
Q. May the company send substitute goods to me?
A. Yes, but you don't have to accept them. You can send them
back and ask for a refund. If
you keep them, though, you have to pay their usual price, unless the company
offers them for
less. Pick up a pen or the telephone and try to negotiate. Since mail-order
firms depend on
goodwill more than other companies do, a reputable company should be able
to strike an
acceptable deal with you.
Q. What about unordered merchandise I receive in the mail?
A. Federal law requires the sender of an unordered item sent
through the mail to mark the
package "Free Sample." (The law permits charities to send you
Easter Seals, Hanukkah
candles, and the like, and ask for a contribution.) Consumers who receive
unordered
merchandise in the mail should consider it a gift. They have no obligation
to pay for the
merchandise, and they may keep it. Sending you a bill for such merchandise
may be mail
fraud, which is a federal crime. Report such practices, or any harassment
or threats to force
you to pay the bill, to the Postal Service and your state consumer protection
bureau. But first
make sure you, or a family member, didn't actually order the item in question.
Catalog Purchases
Shopping via catalogs, whether printed or on line, has grown tremendously
in the last few
years. It has been a blessing for consumers with little time to browse
in stores. But there are
occasionally some drawbacks, including delays in receiving orders,
uneven customer service,
and inconvenience if repair or replacement is necessary. In addition,
there is a possibility of
fraud, since it's hard to assess the company without seeing a showroom
or salespeople. Try to
find established merchants that have been in business for at least
a few years. Placing an order
for an inexpensive item is a good way to check a company's performance
before investing in
more costly merchandise. Payment by credit card also is highly recommended
- it usually
makes it easier to resolve disputes. |
Q. Does the same rule about unordered goods apply to merchants?
A. A merchant who receives unordered merchandise from a supplier
doesn't have to pay for it,
but the sender must be allowed to arrange for its return. If, however,
the merchant does
something that shows that he or she is willing to buy the merchandise,
such as selling or
displaying it, then the merchant must pay for it.
On-Line Shopping
Much of what has been said above regarding mail and catalog sales
applies to shopping for
merchandise over the Internet – only more so. It is remarkably
easy to put up a slick website
that has nothing real, or nothing legitimate, behind it. Do not assume
that because a merchant
displays an authentic trademark or accepts credit cards that it is
what it seems to be. Nothing
could be easier than copying these marks or arranging for a third
party to act as a credit card
clearing house with little or no accountability. Avoid buying luxury
goods over the Internet
except from established merchants you know from the "real world."
Chances are they are
counterfeits. |
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