We've all had our run-ins with bad retailers: the ones who make it a hassle to return merchandise, charge outrageous shipping fees, or have unhelpful service people. And we've all had happy experiences with retailers as well, the kind that earn the best loyal customers for life.
This holiday season, the editors of Consumer Reports have compiled lists of companies that are "naughty" and "nice" in the way they treat their customers. The companies singled out cover some of the best retailers and service providers in the country, and some of the biggest, and there are a few pleasant (and unpleasant) surprises on it. Here are some of the good - and bad - retail boys and girls this year:
Nice
These stores go the extra mile to satisfy customers all year round.
L.L. Bean. The Maine outdoor outfitter and apparel retailer has the most comprehensive satisfaction guarantee in the business: If you're not satisfied at any time, for any reason, you can return what you bought for a full refund.
Costco. The wholesale warehouse chain's return policy is almost as comprehensive as L.L. Bean's - only some home electronics are excluded, and you still have 90 days to return those.
J&R Electronics World. Their lowest-price-match guarantee comes with no strings attached. Only membership warehouse clubs are excluded, and you can ask for a price adjustment within 30 days of your order if you find a lower price.
Walmart. Lost your receipt? You can take it back anyway. Walmart accepts returns of most items without a receipt for even exchange, a cash refund on purchases under $25 or a gift card for purchases over $25. Do this more than three times in 45 days, however, and you'll need a manager's approval.
Orvis. Need to talk to a real live human? Orvis has a toll-free phone number that takes you right to one. The high-end outdoor retailer also offers live online chat with customer service staff and promises to respond to e-mail or phone messages in two hours or less.
Zappos.com. They not only ship your order for free, they let you return it for free - they include a prepaid return label with your merchandise.
Naughty
These retailers deserve a lump of coal for these customer-unfriendly policies:
Best Buy. You only have 14 days to return a computer, monitor, camcorder, or digital camera you buy there.
Buy.com. If you buy an "oversize" TV set - which the online retailer defines as any set with a 27-inch or larger screen - from Buy.com and aren't happy, you're stuck with it - they don't allow returns on these. If you fail to inspect your set upon delivery and sign the shipper's release, then have a problem, the company refers you to the manufacturer. And there's no phone number for customer support to boot.
CompUSA. If you return a product that the company decides doesn't meet its return criteria, it imposes a "restocking fee" of up to 25 percent of the purchase price. Nowhere does the computer retailer spell out which products don't meet the criteria.
Macy's. Try shopping in their stores instead; there's probably one near you. If you shop online or by phone, Macy's calculates the shipping fee based on the dollar amount of your order, not the size or weight of the package. The fee for standard delivery runs from $5.95 for orders under $25 to $23.95 for orders of $300 for more.
Want a nice job this holiday season? Check out RetailGigs.com.
By Sandy Smith
Sandy Smith is an award-winning writer and editor who has spent most of his career in public relations and corporate communications. His work has appeared in The Philadelphia Inquirer, the Philadelphia CityPaper, PGN, and a number of Web sites. Philly-area residents may also recognize him as "MarketStEl" of discussion-board fame. He has been a part of the great reserve army of freelance writers since January 2009 and is actively seeking opportunities wherever they may lie.
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