Member Rhonda Davoe of Auburn sent a letter to Northeast CONTACT expressing her frustration about a recent mail-order purchase. “I think I have been ripped off. I can’t say that I haven’t been warned, as I read your column each Monday it appears in the Bangor Daily News.”

She continued: “I received a lovely looking catalog from Warren Leather Ltd. out of Toronto, Ontario, Canada. I have been in the market for a leather jacket for some time, but could not find one that was in my price range. When I opened the catalog and started paging through it, I saw this beautiful leather jacket. The price was $129.95 plus $11.50 for shipping and handling. This was in U.S. funds. I didn’t think twice. I ordered it in size 16 in the color brown. The ad stated delivery would be upwards of six weeks.

“I wrote a check for the full amount, $141.45 and mailed it on Dec. 14, 2006. The jacket arrived on Feb. 12, 2007. When I took it out of the package, it was even nicer than I imagined. However, the belt was missing and it was one of those jackets that cannot be fashionably worn without the belt. I tried calling the company, but the line was always busy. Finally, I wrote a letter to them, sending it certified, return receipt requested. I enclosed all the paperwork related to the transaction and a photocopy of my canceled check, in the hopes that it would speed along my request for the belt to the jacket.

“When I did not get a reply on the belt, I wrote them a second letter. Since then, I have heard nothing and I am getting very angry. I’ve finally found the coat I’ve wanted for years and I can’t wear it. Would you please contact the business for me?”

A CONTACT caseworker was assigned to the case and she wrote to Warren Leather on behalf of Davoe. She outlined the specifics of the transaction and asked that the belt for the brown leather jacket be sent to Davoe within the next 14 days with notification to Northeast CONTACT. The caseworker enclosed copies of the order form, the page showing the jacket from the catalog and a copy of both sides of the canceled check. The letter was mailed Feb. 20.

On March 7, CONTACT received a telephone call from Solonge Martin, a consumer relations person representing Warren Leather. She apologized for the delay in sending the belt. Martin went on to tell us that the company had experienced computer problems and now everything is straightened out; the belt would be sent the next day.

Three weeks later, when the belt had not arrived, Davoe called her CONTACT caseworker to find out what could be done. We told her we would call the business the next day. We were able to contact Martin immediately. She apologized once more and stated that they were behind in shipping many orders due to the previous computer problems. She asked us to relay to the customer that the belt would be sent out as soon as humanly possible.

On May 8, Davoe called us and said, “Yes! Finally, the belt has arrived and the new jacket is complete. Unfortunately, it is just in time for the warm weather. At least I have it, and come fall I will be able to enjoy the jacket I have always wanted. Thank you so much for not giving up on this. I really appreciate all Northeast CONTACT’s efforts on my behalf.”

We are a volunteer-driven agency and are always looking for new volunteers. Our offices are open 5-9 p.m. Mondays and 9:30 a.m.-4 p.m. Tuesdays and Thursdays. We need people with clerical-secretarial skills as well as caseworker trainees. Helping other people is rewarding. Please write us at Northeast CONTACT, 109 State St., Suite 1, Bangor 04401. Thank you.

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.