Retailers Called Out for Great/Not So Great Service
Two separate announcements, one by the National Retail Federation (NRF) and another by Consumer Reports, call out retailers for customer service. While the NRF announcement focuses solely on retailers given high marks for excellent service, the Consumer Reports announcement identifies retailers with policies that it sees as unfriendly to customers.
The NRF Foundation/American Express Customers’ Choice survey, which polled nearly 9,400 consumers, named 10 companies that excel at service:
- J.C. Penney
- Lands’ End
Retailers identified by Consumer Reports as being tops in service include:
Bi-Lo was recognized for a double money-back guarantee when an item is returned, regardless of the reason. Others are also known for liberal return policies while some such as Crutchfield are given high marks for customer and technical support.
Retailers not getting great reviews included:
- American Apparel
- The Swiss Colony
Complaints focused on pricing and return policies that the advocacy group suggests requires consumers to beware before transacting business with these merchants.
- Top Ten Retailers For Customer Service Released As Holiday Shopping Gets Underway – National Retail Federation
- American Apparel is naughty, American Express is nice in latest Consumer Reports list – Consumer Reports
Discussion Questions: Can you find commonalities between the companies lauded by both the NRF and Consumer Reports? Which companies would you vote as excelling in the area of service?