Anyone who orders something off the Internet, TV or from a catalog usually expects to pay some sort of shipping and handling fee unless, of course, there’s a special promotion.
But did you ever get charged three or four shipping fees when everything you ordered was sent in one package?
“I’ve ordered many things off the TV before and never had this problem before,” said Blanche Mayer, 81, of Southgate, Mich. She spotted a product called WaxVac on TV that promised to replace cotton swabs and gently suction dirt and wax from her ears. Mayer figured the cost with shipping would be less than $25. Instead, the product that was supposed to clean her ears ended up cleaning out her wallet. She was talked into ordering more accessories. And she was charged $83.90, including all those unexpected shipping fees.
“Each item that was purchased was charged postage and handling,” Mayer said. She rattled off two fees at $4.99 and two others that were $13.98.
All told, we’re talking about $38 in fees for items that cost Mayer about $8 to ship back to the company.
Consumer complaints about “shop-at-home and catalog sales” ranked No. 4 on the Federal Trade Commission’s Top 10 complaint list. The top complaint was identity theft, followed by debt collection complaints and then complaints about banks and lenders ranked No. 3.
In the past, I’ve heard other consumers complain about skin care products that had more shipping charges on each item – even though all the products came in the same box.
But quite frankly, as someone who helped elderly parents for many years, I’ll admit I quickly lose patience with products or procedures that add one more minute of confusion or heartache for the elderly. They just don’t need it.
David Torok, director of planning and information at the Federal Trade Commission, said a wide range of complaints falls into that shop-at-home category.
Types of complaints: All the costs aren’t disclosed, the product is never delivered, or the guarantee isn’t much of a guarantee.
But shipping and handling fees can be a trouble spot, too, particularly on health care products.
Some “free” trial offers have ended up as “fee” trials – or deals that unexpectedly generate more fees by automatically signing you up for recurring shipments or services.
The trick here: Make sure you read each line of your credit card bill every month.
The FTC has noted that some dishonest businesses often hide the terms and conditions of their offers in very small type or use pre-checked sign-up boxes as the default setting online.
Some companies may put conditions on returns and cancellations that are so strict it could be next to impossible to stop the deliveries and the billing.
ISSUES WITH PRODUCT TREND
Mayer’s bill notes that WaxVac can be returned for a full refund within 30 days of receipt. But here’s the trick in the wording on that statement – the refund is “less applicable postage and handling.”
Sure, they’ve got you for nearly $38 even if you ask for a refund – once they’ve added several nonrefundable shipping and handling charges to one order that arrives in the same package.
Product Trend has received a series of complaints from consumers who have contacted the Better Business Bureau. The BBB lists WaxVac as one of the alternative business names. Other business names or products from Product Trend include Stretch Genie, Wraptastic, Furniture Fix and Comfy Cushion. Product Trend has a D rating on the Better Business Bureau’s grading scale of A-plus to F. See bbb.org. The low rating is attributed to the length of time it has taken to resolve complaints, two complaints that were not resolved and the fact there were 281 complaints overall.
A representative from Product Trend did not comment on the fees or the Better Business Bureau report or Mayer’s case. The most recent comment from a representative was that the company had “requested the recording of the call” to review it.
Kathryn Lampron, legal affairs manager for Hampton Direct in Williston, Vt., said in an email that she needed an opportunity to review that call before she could fully address my concerns.
“I’ve also requested a copy of the invoice that the customer received to review how the charges were broken out and ensure that the invoice coincides with what was ordered over the phone,” she wrote in the email. She noted that it can take the third-party call center as long as 10 days to provide call recordings.
TAKE ACTION
Many experts recommend that consumers who are upset with practices at any company take action. Complain. Ask for refunds.
Talk to the company first to try to resolve the dispute. Be persistent – even if someone says you agreed to some fine print that you never spotted.
Mayer contacted her credit card issuer to dispute the charges and she said she’s thankful that her bank is working with her. The FTC’s Torok said some credit card issuers are more willing to deal with a dispute – if they’ve had a lot of complaints about a specific company. But consumer advocates note that speaking up can help when trying to get your money back.
Companies that have shaky practices are betting that consumers will just shrug off the loss – or possibly be too embarrassed to make their beef public.
How to avoid shopping Mistakes
• Before you buy something online or elsewhere, check reviews online. But also be cautious about what you read online.
The Federal Trade Commission notes that some scammers have been known to set up specialty sites that sell a particular type of product. But comments on those sites can be full of glowing reviews from shills who are compensated for their posts. It is also possible that negative reviews can be deleted.
• Contact the Federal Trade Commission at ftc.gov to understand your rights or file a complaint.
• Some consumers find success by posting complaints on Facebook, using Twitter to complain or filing complaints directly with the Better Business Bureau. See bbb.org.
• Keep paperwork and correspondence with a merchant, save emails, take notes on the phone, and make copies of warranties and confirmation of orders and delivery dates. Don’t procrastinate; file a complaint with the merchant or a dispute with the credit card company as soon as possible.
Susan Tompor is the personal finance columnist for the Detroit Free Press. She can be reached at stompor@freepress.com.
JOIN THE DISCUSSION | Register here
We welcome comments. Please keep them civil, short and to the point. ALL CAPS, spam, obscene, profane, abusive and off topic comments will be deleted. Repeat offenders will be blocked. Thanks for taking part — and abiding by these simple rules. A thorough explanation of rules of conduct can be found in our Terms of Service. If you have any questions, including why your comment may not be showing immediately after you submit it, be sure to visit the commenting FAQ.