Action: Playing musical chairs with mail-order firm

We saw an ad on TV about a music CD and ordered it May 30 from Cornerstone Promotions. About a week later we received a c.o.d. package in the mail. We paid the $41.10 c.o.d. charge and opened the package. It contained two cassettes that we did not order, and we returned them to Cornerstone Promotions on June 4.

A month later we received the CD that we had paid for by credit card. Cornerstone owes us for the c.o.d. amount of $41.10 that we paid. We have contacted Cornerstone but it says it has not received the cassettes. We hope you can help us resolve this matter. Donald Salmon

Response: Kimberly Roth, senior customer-care associate for Cornerstone Promotions' www.TVmusic4U.com in Vernon Hills, Ill., said the problem is that the company has not received the Instrumental Classics cassettes you returned. Further, it has no proof you did so or even by what means. We reminded her that federal law prohibits a company from sending unordered merchandise and then demanding payment for it, and suggested that since you were entitled to keep the cassettes as a gift, you should be refunded the amount of the c.o.d. To this, Roth replied that the company's records show you placed two orders on the same day for the same music, one as cassettes, one as a CD. In her July 29 letter to you, sent after Action's second letter to the company, Roth said you could call the company's toll-free number, 1-800-331-8507, to advise one of the customer-care associates about the shipping method you used to return the cassettes. She said you never called.

We suggest you call the toll-free number and ask for Roth, since she is familiar with your case. Perhaps you can resolve this in a direct conversation with her. But before you do so, was your credit card ever charged for the CD? If so, we suggest you also write to your credit-card issuer. We doubt it will be able to credit you for the cash you paid for the unordered cassettes, given that any charge would be for the CD you did receive, but it can't hurt to try. Let us know how this turns out.

Missing masseur

I have been getting massages from Heidi Blass for about three years and have been satisfied with her services and senior rates. For the past couple years, she has had no working address, but has come to my home. On April 23, I gave her a check for $125 for five massages in advance. She made an appointment to come May 7 for the first massage, but canceled, citing car problems. As of now, no services have been performed, nor has she contacted me. I have left dozens of phone messages that have not been returned.

I do not have a home address for Heidi. She moves frequently, and she last told me that she moved to Safety Harbor. I would appreciate your help in getting my $125 refunded. Doris Burns

Response: We have had no better luck than you. We forwarded your letter to the address for Blass on file with the Florida Department of Health, which licenses and regulates health care professionals. It was returned "moved left no address." We also left phone messages. They were not returned either. At this point we can only hope that someone reading this might know where to find her.

Orders tracked

Enclosed is a copy of a check for $15.75 I sent to J.D. Marvel Products on Feb. 8 for two pairs of slippers. I have written two letters requesting my order but get no reply. I have also tried to call the company's long-distance number but no one answers. Any help you can give will be appreciated. Dorene Korte

You are not the only reader waiting for merchandise from J.D. Marvel Products. Read on:

I ordered two bracelets with hidden magnets from J.D. Marvel Products on May 28. The cost was $17.95 and my check was cashed. The bracelets came with a money-back guarantee, but this is of no use to me if I can't even get the merchandise. I would sincerely appreciate your looking into this for me. Sonia Humphrey

Response: J.D. Marvel Products advised us your bracelets were shipped on July 22, so we certainly hope you have them by now. As for the slippers, they were originally sent March 25, but probably lost in the mail. Replacement slippers are on their way.

-- Action solves problems and gets answers for you. If you have a question, or your own attempts to resolve a consumer complaint have failed, write Times Action, P.O. Box 1121, St. Petersburg, FL 33731, or call your Action number, (727) 893-8171, or, outside of Pinellas, toll-free 1-800-333-7505, ext. 8171, to leave a recorded request.

Requests will be accepted only by mail or voice mail; calls cannot be returned. We will not be responsible for personal documents, so please send only photocopies. If your complaint concerns merchandise ordered by mail, we need copies of both sides of your canceled check.

We may require additional information or prefer to reply by mail; therefore, readers must provide a full mailing address, including ZIP code. Names of letter writers will not be omitted except in unusual circumstances. Letters may be edited for length and clarity.

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