Direct Claim: Protesting Unexpected Charges

As vice president of Rochester Preferred Travel, you are upset with Premier Promos. Premier is a catalog company that provides imprinted promotional products for companies. Your travel service was looking for something special to offer in promoting its cruise ship travel pack- ages. Premier offered free samples of its promotional merchandise, under its "No Surprise" policy.

You thought, What can we lose? So on January 11, you placed a telephone order for a number of samples. These included an insulated lunch sack, a portable power strip in a zippered case, a square-ended barrel bag with fanny pack, as well as a deluxe canvas attaché case and two colors of garment-dyed sweatshirts. All items were supposed to be free. You did think it odd that you were asked for your company's MasterCard number, but Premier promised to bill you only if you kept the samples.

When the items arrived, you were not pleased, and you returned them all on January 21 (you have a postal receipt showing the return). But your February credit card statement showed a charge of $258.20 for the sample items. You called Premier in February and spoke to Virginia, who assured you that a credit would be made on your next statement. However, your March statement showed no credit. You called again and received a similar promise. It's now April and no credit has been made. You realize that this situation is now too complicated for another telephone call, and you decide to write and demand action.

Your Task. Write a claim letter that documents the problem and states the action that you want taken. Add any information you feel is necessary. Address your letter to Ms. Arletta Sandusky, Customer Services, Premier Promos, 2445 Bermiss Road, Valdosta, GA 31602.