What Steps Can Consumers Take If A Product Doesn’t Match Its Advertisement?

When a product does not match its advertisement, consumers have several steps they can take to seek remedies and assert their rights.

Steps to Take

Review the Purchase Agreement:

Check any receipts, contracts, or terms of service to understand the return and refund policies associated with the product.

Document the Mismatch:

Collect evidence of the product’s actual performance or features compared to what was advertised. This may include photographs, screenshots of the advertisement, and written descriptions.

Contact the Seller:

Reach out to the retailer or manufacturer directly to express your concerns. Be clear about how the product did not meet the advertised claims and request a resolution, such as a refund or exchange.

Follow Return Policies:

If the seller has a return policy, follow the outlined steps to return the product. Ensure you keep records of all communications and transactions.

File a Complaint:

If the issue is not resolved satisfactorily, consider filing a complaint with consumer protection agencies, such as the Federal Trade Commission (FTC) or your state’s consumer protection office.

Leave Reviews:

Share your experience through online reviews or social media. This can warn other consumers and prompt the company to address the issue more seriously.

Consider Legal Action:

If the financial loss is significant or if the deceptive advertising was widespread, you may consider pursuing legal action. Consulting with a lawyer experienced in consumer protection can provide guidance on this process.

Join a Class Action Lawsuit:

If many consumers are affected by the same misleading advertisement, joining a class action lawsuit may be an option. This can help pool resources and strengthen the case against the company.

Example

If a consumer buys a blender that was advertised as being able to blend ice and frozen fruit but finds it struggles with both, they should document their experience, contact the retailer for a refund, and if unsatisfied, file a complaint with the FTC or consider legal action if necessary.