After contact with CONTACT, mail-order catalog pays refund

Now that consumers can order online, one would think that mail-order catalogs would be obsolete. The reality is that mail-order is alive and doing very well. Millions of dollars are changing hands. In most cases, consumers are not having serious problems when ordering from mainstream businesses such as Romans, Sears and Lane Bryant. Yes, you could get the wrong size, wrong color, or an item might be omitted from your order, but rarely is there a money problem.

Unfortunately, this was not the case for CONTACT member Sue Oliveri of Portland. At the beginning of last November, Oliveri sent an order to Teen Scene catalog, located in Hollywood, Calif., and included a check in the amount of $194.90 that included shipping and handling. Sue mentioned that the clothing ordered was just lovely and would be appreciated by her daughters. Sue did relate that she was a little apprehensive since this was her first catalog order with this company, but she wanted to get a head start on her Christmas shopping. In her mind she already had the clothes wrapped and ready to place under the Christmas tree.

About two weeks later, Sue received a letter from Teen Scene that her check lacked 17 cents and would she please remit it so that the merchandise could be shipped in a timely fashion. She sat down and wrote out a check for 17 cents and then went directly to the post office to mail this quickly to expedite her order. At the end of November, Sue was still waiting for the order to arrive. She thought the Thanksgiving holiday may have slowed the delivery.

By Dec. 8 Sue was frantic. She placed a call to the Teen Scene’s Business Relations Department and spoke with “Cynthia”. Cynthia brought up the transaction and then told Sue she owed 17 cents and her order could not be filled until that 17 cents arrived in the mail. Sue explained that she had mailed the 17-cent check on Nov. 15. Cynthia stated that there was no record of them receiving payment. Sue agreed to write another 17-cent check and sent it certified, return receipt requested. The returned receipt came back to her on Dec. 13.

Sadly, Christmas arrived and nothing had been received.

During the week before Christmas, Sue had called the business every other day and each time was told that her order had been shipped. After New Year’s Day arrived and still no order had been received, Sue called Northeast CONTACT to request that we try to get her money returned so that she could buy her daughters some clothes at the clothing stores in Portland.

A CONTACT caseworker wrote a letter to Teen Scene. We provided them the information that Sue had given to us and asked for a refund of $194.90 plus 34 cents within two weeks with notification to Northeast CONTACT of the transaction.

The caseworker went on, “How very sad. These were to be Christmas presents to Sue Oliveri’s daughters. Can you imagine the extent of her disappointment when she was not able to present these items on Christmas Day?

“Now only a full refund is acceptable.”

Three weeks later we received a letter from Teen Scene. The assistant to the president wrote, “We are very sorry we did not send Ms. Oliveri’s order. There was a glitch in our computer system. Would you please send Ms. Oliveri our sincere apology. Enclosed you will find a refund check for $195.24. Please mail it to Ms. Oliveri. Thank you for contacting us.”

We called Sue immediately to tell her that the check was sent to us instead of directly to her and that we would forward it to her immediately. She told us she was so pleased we could get her a refund. “Thank you so much. Where would we be without you?”

Several months later we learned that Teen Scene had filed for bankruptcy.

Consumer Forum is a collaboration of the Bangor Daily News and Northeast CONTACT for Better Business, Inc., Maine’s membership-funded, nonprofit organization. An individual annual membership is $25; business memberships start at $125. For consumer help and information write: Consumer Forum, Bangor Daily News, P.O. Box 1329, Bangor 04402-1329.