Knowing Your Rights When Things Go Wrong
A guide to what should happen when you've been injured or inconvenienced.
Damaged Goods
Situation: The 10 wineglasses you ordered finally arrived―in about 150 jagged pieces.
What should happen: Once you report the problem (call the company's 800 customer-service number right away), most large retailers will offer
to deliver replacements for any damaged glasses. In some cases, they'll also arrange for the delivery service to pick up the
damaged goods.
If you're getting the runaround: File a claim with the shipper (UPS, for example). If it doesn't remedy the problem, take up the issue with your credit-card
company. Your liability shouldn't exceed $50; most credit cards will reimburse customers for the cost of any damage above
that.
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