A Portland consumer contacted COMBAT when merchandise she ordered from a mail-order company in California had not arrived after a four-month wait. Her experience demonstrates perfectly how to handle mail-order problems and how we are protected by mail-order regulations.

This Maine lady had ordered a pair of slacks and two pairs of slippers, for which she had sent a personal check for $41.75 in payment. Shortly thereafter her canceled check, endorsed by the company, came in her bank statement.

After not hearing from the company for two months, she sent a registered, return-receipt-requested letter of inquiry. The signed verification of delivery card came back, but still no merchandise or mail from the company. After a total of four months had elapsed, the consumer contacted COMBAT.

A COMBAT dispute resolution specialist wrote the company with a full explanation of what had (and hadn’t) happened to that date. We reminded the company that to wait four months for merchandise is not acceptable because the Federal Trade Commission’s 30-day mail-order regulation clearly states that if merchandise cannot be sent within 30 days, unless a specific alternate delivery schedule is provided, the consumer must be notified and given the choice of waiting the additional time or offered a refund.

Noting that neither step had been taken, we advised the company that it was in direct violation of that law. We gave the company 14 days to send either the merchandise or a refund in the amount of $41.75 with a warning that if they did not respond as instructed, further action would follow.

Seven days later we received a reply from the company: “We have no record of any purchase made by the named consumer. Please send us a copy of her payment check so that we can verify the endorsement.”

The Maine consumer had prudently retained a copy of her order form, the full name and address of the company, copies of her letters to them, and all other documentation including a copy of both sides of the canceled check. She had sent copies of all this information to COMBAT when requesting our help.

We wrote a second letter to the company in which we enclosed a photocopy of the check.

Less than two weeks later, we received a letter from our Portland consumer, who wrote, “I can’t believe it. I received a refund in full from the company. I can’t thank you enough for a job well done.” Well, we could say the same about a job well done. The Maine consumer had done everything right, and that helped immeasurably in bringing a positive resolution.

If you should ever have similar problems with a mail-order company, follow her example. Keep a full and complete record of the transaction. If you don’t receive merchandise within 30 days, send a registered, return-receipt-requested letter of inquiry. If you still get no response, write to “Consumer Forum.” Include copies of all important documents (never originals, please).

Better yet, if you can find items locally, buy from a Maine merchant who doesn’t make you wait 30 days (or four months) for your merchandise. Not only does this keep the cash circulating in our local economy, but if there is a problem with the merchandise you can just drive to the store and get prompt action.

Consumer Forum is a collaborative effort of the Bangor Daily News and Northeast COMBAT. Send questions to Consumer Forum, Bangor Daily News, PO Box 1329, Bangor, Maine 04402-1329. COMBAT is a nonprofit organization with annual dues of $10. For membership information, write to the above address.