Northeast COMBAT received a letter from Ethel Warner of Bath who related that she had sent an order to Direct Leatherware Inc. of Tacoma, Wash. The merchandise she ordered was a brown leather handbag in a diamond pattern. Enclosed with the order was a check in the amount of $94.50 which included postage and handling.

Warner wrote, “I waited six weeks for the handbag to arrive and when it didn’t, I called their toll-free number. I was told that the toll-free number was only for ordering. I was given a customer service number which I called.

She continued, “I spoke with Sally Crowley, customer service representative, and, after explaining my plight, I was told there must have been a mistake made in shippiong. The handbag would be sent to me within the next seven days.

“I waited 21 days for the handbag,” Warner wrote. “This made me very upset. I called the customer relations number again. This time I spoke with Marge White who told me the same story Sally Crowley had related. It was then that I realized the business had a pat answer for all customers who call them.

“I told Ms. White that if I did not receive the handbag within the next 14 days (giving them the benefit of the doubt), I would be contacting Northeast COMBAT.

“Well, here I am. Can you assist me in getting me either the handbag or a refund in full?”

A COMBAT caseworker contacted Direct Leatherware by mail explaining the problem Ethel Warner was having and stating that we were requesting that they send her either the brown leather handbag in a diamond pattern or a refund in the amount of $94.50 within the next 14 days, with notification to COMBAT of the transaction. Otherwise we would have to take further measures to obtain the merchandise or a refund.

Six days later Warner wrote to us, “I can’t believe you got results immediately when all I got was the runaround from the business. My handbag was delivered this morning. I asked the courier to wawit a minute as I wanted to check to make sure the handbag was the correct one. It was, and I might add, even more lovely than I expected.

“Thank you so much for contacting the business for me. Your voice has been heard.”

Consumer Forum is a collaborative effort of the Bangor Daily News and Northeast COMBAT. Send your questions to Consumer Forum, Bangor Daily News, P.O. Box 1329, Bangor 04402-1329. COMBAT is a membership organization with basic dues of $10 a year. For membership information write to the above address. Please enclose a large, stamped, self-addressed envelope.