Consumer Reports Makes Naughty and Nice List
Just in time for the holidays, Consumer Reports has created a Naughty and Nice list. On the list are brands which have nice customer service policies and brands with not so nice customer service policies. Take a look.
Nice:
1 Southwest. Two pieces of checked luggage, no charge. And that includes bulky freight such as golf clubs and skis.
2 L.L.Bean. 100 percent product satisfaction guarantee. Return anything at any time for any reason.
3 Zappos.com. Free shipping and free returns, including prepaid return label.
4 Costco. Open-ended return policy for virtually everything the warehouse retailer sells minus some home electronics, which come with a still-generous 90-day return period.
5 U.S. Cellular. While the FCC is proposing that cell carriers alert consumers who are about to exceed their plans' monthly minutes allotment, which could lead to significant overage charges, this company is already practicing due diligence and giving its customers a heads up.
6 Orvis. For customer service the old-fashioned way, shoppers can call a toll-free number and speak to a human being without wading through an arcane automated menu system. Alternatively, Orvis offers live-chat with support staff, e-mail queries, and a guaranteed response time of two hours or less.
7 Hotels.com. The travel website never charges a fee to cancel or change a room booking. But it's still imperative to check the hotel's specific reservation policy to avoid any penalty imposed by the chain.
8 J&R. The electronics superstore and e-retailer has a straightforward price-match policy without the many caveats and fine-print exclusions of some other merchants: Find it at a lower price at an authorized seller (the exception being a warehouse membership club) and "we will do everything possible to meet or beat that price" via a special telephone hotline. J&R also gives customers 30 days to ask for a price adjustment on existing orders if they unearth a lower price.
9 Walmart. No receipt, no problem. Customers can return most items to a Walmart store for a cash refund (for purchases under $25), a gift card (for purchases over $25), or even exchange. There's one catch: More than three such returns within 45 days requires a manager's approval.
10 Publix. It's no fun being sick, but if you need an antibiotic, the Florida-based supermarket chain will have its pharmacies dispense up to a 14-day supply for some of the most common generic ones free. All you need is a proper prescription.
Naughty:
1 Buy.com. No returns for "oversize" TV sets, defined as any model 27 inches or larger. If you fail to inspect set upon delivery and sign shipper's release, Buy.com says it's your problem and go deal with the manufacturer. Its website also lacks a phone number for customer contact.
2 CompUSA. For imposing unusually punitive restocking fees of "up to 25 percent" of the purchase price on any product the retailer decides doesn't meet its return criteria. Nowhere is it spelled out which specific products are subject to such a fee.
3 Best Buy. Offers a 14-day grace period to return computers, monitors, camcorders, and digital cameras.
4 Spirit Airlines. The carrier, which pioneered "ancillary" fees among domestic airlines, charges for carry-on bags: $30 in advance, $45 at the gate.
5 Verizon Wireless. Doubled to $350 the Early Termination Fee imposed on consumers who cancel their smart-phone contract after the 30-day grace period. Mercifully, Verizon kept the penalty at $175 for consumers with conventional cell phones.
6 Dollar car rental. It's bad enough that companies force you to pay for gas you never use if you choose not to refuel the vehicle yourself. But Dollar is even more penny pinching by demanding customers present a receipt to prove that they filled up the tank within 10 miles of the drop-off location or face a fee to top off the tank and the labor required to do so.
7 SanDisk. If mail-in rebates weren't enough of a headache, SanDisk, which frequently dangles promotional offers for its memory cards, is a big fan of issuing rebates in the form of a gift card. The cards have no cash value and must be redeemed for merchandise. What's wrong with an instant rebate at the register, a practice that the rival company Lexar began based on customer feedback?
8 Macy's. Proving that high shipping fees are not necessarily a thing of the past, the department store chain calculates its freight charges on the dollar amount of the order, not the size and weight of the package. The base fee is $5.95 for orders under $25, to as much as $23.95 for those $300 or more. And that's standard delivery.
9 United Airlines. No one wants to overpay on airfare, but you never really know whether you're getting a rock-bottom price. As peace of mind, United offers customers a low-price guarantee. Find a lower fare on the company's website for the same itinerary you already booked and not only will United give you the lower fare, but also a voucher good for 20 percent off your next purchase. But hold on. If you have a nonrefundable ticket--the type most people buy--and find a cheaper flight, United imposes a $150 "administrative" fee to make the change.
10 DirecTV. The California-based satellite TV firm, which has more than 18.7 million subscribers, has a policy that automatically extends a customer's contract for another 24 months if any new equipment is added. If that policy rubs you the wrong way and you want to cancel your service, the penalty is an early termination fee.
