The long and short of mail-order clothing

Somerset County resident Luella Chase sent a letter to the office of Northeast CONTACT. “You helped me last year when I wrote you for some advice. I followed your recommendations and avoided a court case. Shortly thereafter we mailed you a check to become members of your fine organization.

“Now I’ve come up against another consumer-related problem. There is a clothing catalog company named The Long and Short of Things located in Cleveland, Ohio. They specialize in clothing for very short and very tall people. I am 4 feet 10 inches tall and have great difficulty in finding clothing that will fit me properly. The clothes in this catalog were not only my size, but also very stylish.

“I ordered an attractive robin-egg blue suit, two tank tops, one blue, the other tan, two pair of blue jeans, and two camp shirts, also in blue and tan. Enclosed is a copy of the order blank with the sizes listed. The total order was $187.99, which included shipping, with guaranteed delivery within 30 days.

“After 30 days my order had still not arrived. After 60 days I was still waiting. I called the company and spoke to ‘Margo,’ who told me she could only take orders. If I wished to complain, I needed to write a letter to customer relations. There was no telephone number available. This is customer relations?

“I was not to be brushed off so quickly and pressed Margo for some assistance and satisfaction without delay. She put me on hold and researched my order. When she returned, she said, ‘Our computer shows we received your order 60 days ago and that we shipped your order two weeks ago. My supervisor told me that we will put a trace on the shipment.

“One week later I received a Long and Short of Things package which contained my camp shirts and tank tops but no jeans or suit? I would appreciate it if Northeast CONTACT could help me in getting these items before the year 2010. My level of frustration is far greater than I can describe.”

A Northeast CONTACT caseworker wrote to the president and chief operating officer of the company. We stated the problem and mentioned how long Ms. Chase had been waiting for her completed order. We indicated that Ms. Chase had received only a partial order.

“We are requesting that you send our client the remainder of her order without delay. We are enclosing a copy of her original order and we have highlighted the two items that have not been received to date. If you are unable to fill the order, please send a refund in the amount of $103, the cost of the items not received. The items or the refund must be received within the next 14 days, with notification to our agency of the transaction.”

We received a call from Luella Chase within two weeks. “Your caseworker has gotten some results! The jeans have arrived and fit well. Additionally, the blue suit is on back order. I really need the suit for a wedding in four weeks.”

We recontacted the company and pressed the point of providing a refund without delay if the merchandise could not be provided. Ten days later the caseworker received a telephone call from our client. “The suit has arrived and looks lovely. I will look fantastic at the upcoming wedding. Thank you so much for all your assistance.”

Consumer Forum is a collaboration of the Bangor Daily News and Northeast CONTACT, Maine’s membership-funded nonprofit consumer organization. Individual membership costs $25; business rates start at $125 (0-10 employees). For help and information write: Consumer Forum, Bangor Daily News, P.O. Box 1329, Bangor 04402-1329.