If you have a complaint about a purchase you made online, learn how to resolve it with the seller or website. Or get additional help from a federal or state agency.
If you have a complaint about a product you bought online, try to resolve it by contacting the seller or website first.
If contacting the seller or website does not work, file a complaint with:
LAST UPDATED: August 15, 2024
Have a question?
Ask a real person any government-related question for free. They will get you the answer or let you know where to find it.
FAQs
Before contacting the seller, check if they have an official complaints procedure. You can usually find a seller's complaints procedure on their website - make sure you follow it when you complain. It's best to email or write to the seller - you can use a template letter.
How do you professionally complain about a product? ›
Contact the company about your complaint
Explain your problem to the company by calling, web chatting, or sending them a formal complaint letter. Use this sample complaint letter as a guide to help you explain the problem and what you want done to resolve it.
Is it worth filing a complaint with the BBB? ›
Short Answer: Yes, if the business has responded to BBB complaints in the past, it is worth filing a complaint with the BBB since it is free and relatively quick. But note, the BBB cannot force the business to come to an agreement with you since the BBB is not a government agency.
How do I write a complaint letter to online shopping? ›
How to write a Complaint Letter
- State the reason for the letter. Clarify whether your complaint is about a product, service, or something else.
- Provide party details. Give the full name and contact information of the sender and recipient.
- Describe your complaint. ...
- State an acceptable remedy. ...
- Sign and send the letter.
Try to contact the trader
If you can't contact the trader or they won't help, you can then ask your card provider or PayPal. If you paid through a Buy Now Pay Later provider, you should check their website to see if they can help.
What should you do if you have a problem with an online purchase? ›
If you have a complaint about a product you bought online, try to resolve it by contacting the seller or website first. If contacting the seller or website does not work, file a complaint with: Your state's consumer protection office. Your state's attorney general.
Who should you first contact with a consumer complaint? ›
The Better Business Bureau. Go to www.bbb.org, or consult your phone directory for a local office. The District Attorney's Office in your county. Consult your phone directory under "county offices."
How do I send an official complaint? ›
- 1 Address the recipient. To begin your email, address the recipient politely and respectfully. ...
- 2 Outline the fundamental information. ...
- 3 Summarize your experience. ...
- 4 Describe your desired results. ...
- 5 Include attachments. ...
- 6 Sign off professionally. ...
- 7 Edit and proofread. ...
- 8 Get your tone just right.
Information To Include in Your Letter
- Give the basics.
- Tell your story.
- Explain how you want to resolve the problem.
- Describe your next steps.
- Send your complaint letter.
- [Your Mailing Address]
- [Your City, State, Zip Code]
- [Your email address]
Failure to respond to a BBB complaint may have a negative impact on the BBB rating of any business, because being responsive to customer complaints is a core element of both BBB Accreditation Standards and BBB Reporting Standards.
BBB primarily handles complaints relating to marketplace transactions for customers who want a resolution, such as a refund, a repair, or a replacement. This process is free to consumers and businesses.
How much does BBB cost? ›
Yes, there are annual fees that businesses need to pay in order to gain and keep BBB accredited status. The fee is dependent on the number of employees your team has: 1-3 employees: $510. 4-7 employees: $585.
Does filing a complaint with CFPB do anything? ›
Consistent with applicable law, we securely share complaints with other state and federal agencies to, among other things, facilitate: supervision activities, enforcement activities, and. monitor the market for consumer financial products and services.
How do I report a shopping website? ›
How to make a complaint:
- Take a screenshot of the alleged website wherein URL of the said website is clearly visible.
- Lodge a complaint in your nearest Police Station describing complete incidence along with the above mentioned documents.
Here are some tips that might come in handy:
- Respond politely and promptly. ...
- Apologize and resolve the concern. ...
- Never delete posted complaints. ...
- Explain when transferring calls. ...
- Use excellent customer support tools.
Be clear and brief
- Cover all the relevant points but be as brief as you can. ...
- Make it easy to read by using numbered lists and headings to highlight the important issues.
- Give your contact telephone and email details, as well as your address.
How to complain effectively
- act quickly. This gives the organisation an opportunity to try to fix the problem for you.
- keep all evidence of your transaction with the organisation. ...
- any supporting evidence of your complaint.
If the online store has a retail store in your area, can you return online orders to the store? Many retailers offer consumers this convenience. Be sure to ask about the store's policy. Some will allow you to return most, but not all, items to the store.
Call USAGov 
Chat with USAGov 