Action: Large complaint file for J.D. Marvel

I placed an order with J.D. Marvel Products on Dec. 15. I still have not received the merchandise. On March 3, I received a postcard that stated the order would be shipped shortly. On March 6, I wrote to inform the company that I no longer wanted the merchandise since the order was almost 4 months old and asked it to send me a refund of $18.90. On March 12, I received two postcards stating my new shipping date was March 31. I will greatly appreciate your help; I am tired of the company's inefficiency. Richard Martin

Response: According to a fax we received from J.D. Marvel's customer service department in Champlain, N.Y., your order, #466345, has already been shipped. If, after receiving it, you still want to cancel the order, you are asked to return it along with a note stating that you would like a refund. Be sure to include your name, address, phone number and the order number.

The fax we received also stated that back-order notices were sent in January and February. As long as the notices provided a free way for you to respond to them, the company complied with the law.

If you decide you still want your money back, you can always mark the package "refused" to save on the return postage and hope that your refund will be forthcoming. The alternative would be to follow instructions and include the note. In that case, you will have to pay for the return postage, since the package would have been opened.

Our readers keep Action, and J.D. Marvel, busy. Here are the company's responses to other recent complaints.

Joseph Falbo, the company has no record of your returned merchandise but, based on your certified mail receipt, will issue a refund. For future reference, returning the merchandise by certified mail was good; getting a merchandise return receipt as well would have been even better.

Feryn Clark, your order was to be shipped March 23. We notice from your canceled check that it was ordered June 23, quite a long time ago. Not good, especially, if you were never notified that the shipment would be delayed. Perhaps your three change-of-address notifications never quite made it into the company's system.

Laverne Silkeabakken and Ruth Hilton, your orders should have either arrived or be on the way. Finally, Virginia Higham, you should have your refund check by now.

Since so many of our readers do business with this company, here's what the Better Business Bureau in Buffalo, N.Y., has to say about it:

"J.D. Marvel Products Inc. is a mail-order firm headquartered in Beaconsfield, Quebec, Canada.

"The bureau file contains complaints alleging non-delivery of the product or delay in delivery of the product. Other complaints allege dissatisfaction with the company's service. Specifically, consumers allege that they were unable to reach the company by telephone. The company responds to some complaints by sending the ordered merchandise. The bureau file also contains a pattern of unanswered complaints. This company has an unsatisfactory business performance record with the Better Business Bureau.

"As of February 1999, this bureau is no longer processing complaints against this company. Consumers wishing to file a complaint should send a letter to: Industry Canada Competition Bureau, 50 Victoria St., Hull, Quebec K1A 0C9, Canada."

The complaints Action received against the company are similar to those received by the bureau. The response is often slow, but all are eventually resolved.

Late processing

On Dec. 23, I ordered some Oxiclean after I saw the advertisement on TV. It said it would take 30 days for delivery. My check was cashed on Jan. 2. I have called the customer service number twice and been told that my order would be shipped as soon as possible. When it still did not arrive, I was told to call the corporate headquarters, which I did. I was promised a return call within a day or two. Needless to say, no one called. Thank you in advance for your help. Anna Yeagle

Response: Kitty Uhle with Orange Glo International's corporate consumer relations department in Greenwood Village, Colo., said she tried several times to reach you without success. She apologized for the delay in processing your order. The company has been updating its systems and is still working out some bugs. She said this is no excuse, however, for the poor service you received.

If you have still not received your order, she asked that you call her toll-free at 1-888-694-2532, ext. 318, to request either a reshipment or a refund.

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, (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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