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If you have a problem with a vendor, your first course of action should be to contact the vendor directly. You may be able to resolve the problem quickly in this way. For example, if you purchased an item that you do not believe matches what was advertised, you could take it back to the store and ask for a refund. If your first attempt at resolving the problem does not lead to a successful result, you should document your problem in writing. This will serve two purposes. It will give the vendor another opportunity to satisfy your concerns before the problem becomes bigger. It will also give you some documentation of the problem, which you will be able to use when you file your online complaint with the BBB.  In your written letter, you should clearly identify the problem and the resolution that you would like. For example, you might say, “I am writing because the Acme Widgets that I bought do not glow in the dark, as the advertising claims. I would like to return them for a full refund.” Summarize your prior efforts to resolve the problem. You should provide the dates and locations of any contacts you made with anyone from the company. For example, you might say, “On October 1, 2016, I returned to the Acme store in Anytown, USA, and I spoke with the manager, Mr. Smith. I asked to return the widgets, but he told me he would not refund my money.” In most cases, if your first effort to resolve the problem was not successful, you are not going to change the result just by putting your concerns in writing. The purpose of the letter is to provide documentation for your BBB complaint. Make sure that you keep a copy of the letter. If possible, you should print and sign the letter, and then save a scanned copy of the letter so you can upload it into your online BBB complaint. The BBB will accept certain types of complaints and will attempt to help you resolve the dispute with the company. However, there are several types of disputes that the BBB will not accept. These disallowed issues include:  Employee/employer disputes Discrimination claims Matters that are/have been litigated/arbitrated Complaints against individuals not engaged in business Issues challenging the validity of local, state, or federal law Complaints against government agencies, including the postal service Matters not related to marketplace issues
Contact the company directly. Make a formal request in writing. Keep a copy of any letter that you send. Understand the limitations of filing a BBB complaint.