We’ve all observed “as seen on TV” advertisements in stores, newspapers, mail-order catalogs and, of course, on television.

But Northeast COMBAT’s Maine Center for the Public Interest recently received a complaint from a Greenbush consumer who saw a “CHEF’s Catalog” mail-order offer and placed an order … but had yet to receive any merchandise.

Our Maine consumer had placed an order for a tree stump remover and patiently waited for it to arrive. His stumps may have been relieved, but he wasn’t. He also ordered the “famous as seen on TV Power Wash ‘N’ Dry Clean machine.” But several months later his stumps were still there, his dry cleaning was piling up, and UPS was nowhere in sight.

The discouraged consumer finally wrote the company asking “wahzzup?” The company replied politely, but still no products arrived. The stumped consumer decided to contact COMBAT’s Maine Center for the Public Interest, which has helped more than 300,000 Maine households and merchants since 1972.

The Greenbush consumer made an appointment to meet with a COMBAT consumer complaint mediation specialist. Luckily the Greenbush man was well-prepared. He brought his canceled check made out to CHEF’s, a record of what he had ordered, and copies of the advertisement itself. His order totaled $90. Though other items he ordered from CHEF’s had arrived, the stump remover and dry clean machine had not arrived.

The COMBAT volunteer reviewed the documentation and made copies for our files. Then the caseworker wrote to the president-CEO of CHEF’s parent company, Deer Creek Products, to remind him firmly that Federal Trade Commission regulations require that “all merchandise must be sent to the consumer within 30 days of an order.” The COMBAT worker enclosed copies of the Greenbush resident’s documentation.

Soon after, the long-awaited stump remover finally arrived at the Greenbush consumer’s home. The waiting game lingered on a bit for the power dry cleaner, but it also finally arrived.

There are some important lessons to be learned from this consumer’s experience. The first is “buy locally.” Certainly a local hardware or agricultural store would have supplied a stump remover at a fair price. No hassle, no wait, someone local to talk to if you have a problem, and the cash stays in Maine.

Otherwise, the consumer did everything right. He kept good and complete information, which is essential to the satisfactory resolution of consumer disputes. It’s remarkable how many people place orders and don’t even keep the name and address of the company from which they have ordered. The rule? Keep everything until the order arrives and you are totally satisfied.

Finally, the Greenbush resident’s dilemma demonstrated why it is essential to have citizen consumer organizations like COMBAT around to help. Big out-of-state firms tend to ignore an individual consumer. For every person we help, we wonder how many “little guys” are still waiting for their mail-ordered products. When an organization with clout contacts a company, it’s amazing how helpful it can become.

If you have a problem purchasing goods or services, write “Consumer Forum” and COMBAT’s Maine Center for Public Interest. There is no charge for information and assistance, but if we contact a company on your behalf, a reasonable membership fee is required.

Consumer Forum is a collaboration of the Bangor Daily News and Northeast COMBAT/The Maine Center for the Public Interest, Maine’s membership-funded nonprofit consumer organization. For help or to request individual or business membership information write: Consumer Forum, Bangor Daily News, PO Box 1329, Bangor 04402-1329.