Complaints · US · Shopping and online retailers
How to complain about a store or online retailer (US)
Contact the seller first, then write to its management if customer service doesn't help. Next, file with your state consumer protection office or state attorney general. Report scams and bad business practices to the FTC at ReportFraud.ftc.gov, though the FTC cannot resolve individual reports. If you paid by credit card, dispute a billing error within 60 days of the bill. Small claims court is the last step.
Complaint routes and time limits checked against official sources on .
First
Complain to the seller
in writing
Wait
See below
or a final response
Then
State consumer protection office
free
Checked
27 Sep 2026
official sources
1. Complain to the seller first
Contact the seller first by phone, chat or a written complaint letter. If customer service doesn't help, write to the company's management. Include: order number, date and price; what went wrong; copies of receipts, warranties and contracts; what you want and by when.
2. How long to wait
There is no fixed waiting period for shops. Give a clear deadline in your letter, then move on.
3. Escalate to State consumer protection office
Set by each state. It is free. usa.gov/state-consumer
4. Escalate to State attorney general
Set by each state. It is free. naag.org/find-my-ag
5. Escalate to FTC ReportFraud
No deadline; the FTC does not resolve individual reports. It is free. reportfraud.ftc.gov
6. Escalate to Small claims court
Each state sets its own dollar limit, filing fee and time limit; check your state or county court website. It can: a judgment ordering the seller to pay. usa.gov/company-product-service-complaints
Who does not handle your complaint
The FTC cannot resolve individual reports; it uses them to investigate and bring cases. Your state consumer protection office or attorney general may help with a single dispute.
Where to escalate and the time limits
Time limits run from the date shown in each row. Keep the final response or deadlock letter, because the ombudsman will ask for it.
| Who | Time limit | Cost |
|---|---|---|
| State consumer protection office | Set by each state. | Free |
| State attorney general | Set by each state. | Free |
| FTC ReportFraud | No deadline; the FTC does not resolve individual reports. | Free |
| Small claims court | Each state sets its own dollar limit, filing fee and time limit; check your state or county court website. | Check their website |
Evidence to keep
Receipts and order confirmations. Warranties and contracts. Photos of the problem. Emails and chat logs with the seller.
Also worth knowing
Paid by credit card? You can dispute a billing error within 60 days of the first bill that showed it (Fair Credit Billing Act).
Also worth knowing
Bought from a seller outside the US? Report it at econsumer.gov.
Guides and definitions
- How to file a CFPB complaint, what happens next and does it work (Guide)
- Regulation E (Regulation E is the US federal rule that limits your liability for unauthorized debit card and electronic transfers to $50 or $500 if you report them in time.)
Complaints about something else
- Bank or credit card (US)
- Loans and credit reports (US)
- Phone, internet and cable (US)
- Airlines (US)
- Utilities (power, gas, water) (US)
- Health insurance (US)
- Landlord or housing (US)
All complaint guides · Get your route with dates and a letter
Common questions
Where do I file a complaint against a company in the US?
Start with the company. If that fails, file with your state consumer protection office or state attorney general, both listed on official directories. You can also tell the Better Business Bureau and report scams to the FTC.
Will the FTC resolve my complaint against a store?
No. The FTC says it cannot resolve individual reports. It shares them with more than 2,000 law enforcers and uses them to bring cases. If an action recovers money, the FTC tries to contact people who lost money.
Can I dispute a credit card charge for a bad purchase?
Yes. Billing errors, including goods not delivered as agreed, must be disputed in writing within 60 days of the first bill that showed them. For quality problems, the purchase must be over $5 and made in your home state or within 100 miles of your billing address, and you must try the seller first.
What if I bought from a seller outside the US?
Report it at econsumer.gov, which takes complaints about purchases from sellers outside the US. Also contact your card issuer quickly if you paid by card, because billing disputes must be made within 60 days of the bill.
Should I take a store to small claims court?
It is the last step if the seller, your state consumer office and your card issuer can't help. Each state sets its own dollar limit, filing fee and time limit, so check your state or county court website before you file.
Sources and assumptions
- General routes from official sources; a scheme may ask for more before it takes your case.
- USAGov: How to file a complaint about a company's products or services (updated 2 July 2026)
- USAGov: Where to file a complaint about an online purchase (updated 13 November 2025)
- USAGov: State consumer protection offices
- National Association of Attorneys General: Find my AG
- Federal Trade Commission: ReportFraud.ftc.gov
Guidance on where to complain, not legal advice.