E-mail updates
Follow on Twitter
Subscribe to RSSSanta’s not the only one with a list. Consumer Reports released its annual “Naughty & Nice” list today, a way to highlight company policies and practices that deserve cheers or jeers.
The list is based on suggestions from the magazine’s staff as well as Facebook fans. The 100 nominees were whittled down to 10 naughty and 10 nice.
Tod Marks, Consumer Reports’ senior editor, says the companies on the naughty list have “hidden or tricky fees, fine print or generally unfriendly practices.” Those on the nice list “went the extra mile” to make sure their customers were happy patrons.
Consumer Reports stresses that this list is not an evaluation or rating of a company. It’s a thumbs up or down on a specific policy or practice.
“We have companies that we like a lot when we rate them, but they make the naughty list, and vice versa,” Marks explained.
In preparing this year’s Naughty & Nice list, Marks read a lot of the comments posted on the Consumer Reports Facebook page. He told me he noticed a lot of angst and aggravation.
“People are really ticked off because they don’t feel they have a voice,” he said. “When they want to get information or complain about something, they can’t get a live human being on the phone or they’re kept on hold for an inordinate amount of time. They feel like their complaints are falling on deaf ears."
Here are some of the companies that made the Nice list:
- Honda got a shout out for putting rearview cameras – a safety feature normally reserved for high-end vehicles – on most of its 2013 models. The cameras are now standard on all Honda trucks and SUVs, as well as the top-selling Accord and Civic.
- Publix, one of the top-rated supermarket chains in Consumer Reports surveys, won praise for its policy of giving customers an item for free if the scanned price at checkout is more than the shelf price or advertised price. Years ago, this was common practice at many supermarkets.
Many of the companies won praise for their generous return policy.
- OXO guarantees all its ergonomically-designed housewares. If you are not completely satisfied, return it for a refund or replacement.
- Safeway promises “fresh and delicious” produce every time. If you don’t like that mushy melon or bruised apple, bring it back for a refund or replacement.
- Red Wing Shoe Company offers an unconditional 30-day comfort guarantee. If you don’t like the way those shoes feel, bring them back for a refund or exchange, no questions asked.
- Nordstrom got a tip of the hat for its free shipping and free returns on all orders.
- Kohl’s made the list for its “No Questions Asked – Hassle-Free” return policy for all purchases, whether online or in-store. There is no time limit. The editors say such a generous policy is uncommon for middle-of-the road retailers.
Here are some of the companies on the Naughty list:
- Spirit Airlines offers super-low prices, but it landed here for its new fee – as much as $100 – for carry-on bags that won’t fit under the seat and must be stowed in the overhead bins. “That’s more than you would pay for a checked bag!” Marks exclaimed. The carry-on fee depends on when you let the airline know you’ll need the over-head bin space: in advance, at the airport or at the gate.
- Ticketmaster was cited for charging customers $2.50 per order to print their tickets at home. The editors said that charge is “especially hard to justify” since Ticketmaster will mail those same tickets for free if you book far enough in advance. The company says tickets are sent out a leisurely 10 to 14 days after purchase.
- Forever 21, the apparel store, got dinged for its return policy. If you return an online order to a retail location you can only exchange the item or get a store credit. But if you mail it back, you can get a refund. “It would be nice if the policy was consistent all around,” Marks said.
- CompUSA was called out for automatically adding a “free” download for antivirus software to some purchases. Consumer Reports shopped the site and found that it was not made clear this free subscription only lasted six months. If it wasn’t cancelled before then, there would be a charge of $49.99. “We have a pet peeve about those freebies that are automatically added to orders that force people to unclick the item so it’s not added to the shopping cart,” Marks explained.
- Tiger Direct.com got slammed for its restocking policy which is “vague” and has one of the highest penalty fees around. Among other things, Tiger Direct requires returned items to be in the same condition as when sold and in the original packaging. The company says all returns “will be inspected and products found to be non-conforming will be rejected or subject to a restocking fee” of up to 25 percent at the company’s sole discretion. It’s not clear what triggers that maximum fee.
Lessons to be learned
Tod Marks has been watching retail practices for decades, so he doesn’t expect companies to change their policies based on the magazine’s Naughty & Nice list. He does hope it encourages people to be better consumers.
“If nothing else, this exercise will show people how important it is to read the fine print and understand that companies do have very divergent policies,” he said. “It makes sense to understand them and be an informed shopper before you make the purchase."
Read the complete list of Consumer Reports Naughty & Nice List 2012
Herb Weisbaum is The ConsumerMan. Follow him on Facebook and Twitter or visit The ConsumerMan website.
Leave a Comment:
And CR gets on the nawty list for relentlessly asking its subscribers for further donations throughout the year, in addition to asking for renewal subscription six months in advance. I have considered dropping my subscription for this reason alone.
Because they have NO advertisers and accept NO payments. They are non-biased and YOU are paying them to stay that way so you can trust what they publish. More companies should have this kind of integrity.
I agree with both posters. I find the incessant begging to be annoying - and in fact even got into it with one of their phone solicitors when they called my house the day after a major hurricane dropped a tree on my roof. But, because they are not beholden to advertisers, they are free to speak the truth. An unlike many other ratings magazines, CR goes out and buys the products in the stores the same way you and I would. Many other mags have the companies send them free products for rating, which of course allows the companies to ensure the product is free of defects and is inspected more closely than what is typically provided to the consumer.
Yes, Brian, I am aware of their non-profit, unbiased-reporting status. Still, they constantly ask for mo' money, mo' money. It is annoying. And, so, you want more companies to be like this so we have even more solicitations? I have been a member for 15 or more years. It wasn't always like this.
so, Brian...subscribe to the on-line CR ! It's much better...
I like the online service and I do still like CR, even with the fees. If it wasn't worth it, I'd drop them. But I still think it is worth every penny.
Subscribe online version and make sure they don't have your real phone number.
CR forgot to add BoA to the list of sleazy money grubbing bank that nickel and dime consumers to death.
I dropped mine for this reason...
I agree, annoying frequency of fund-raising. Another irritation: strong environmentalist membership on their board and staff leads to too many green-driven judgements regardless of other factors. The kind of thinking that got us those stupid twist bulbs. Marginal electric consumption benefits with shorter than advertised life and disposal problems!
I would add lifeinc.today.com to the 'naughty list' for giving me a link from their article, that when I click it, then and ONLY then do I discover I must be a subscriber to CR to see the list alluded to in the Today article. Maybe that's the plan, CR pays this website to send people their way to gain subscribers????
Marine00, thank you for pointing out what i have been trying to tell all my friends and family. Those "eco-bulbs" are a gigantic rip off and are more of a burden on the environment than regular bulbs. They cost up to 8x more, last well under 1/2 as long and they are as bright as a photographers dark room. Every single person I've known who has used them has had to replace them consistently much faster than regular bulbs. They end up in landfills ten times faster. They are junk.
I'm glad they stuck Spirit Airlines on the naughty list. $100 for carry-on bags???
I could provide a long list of the "naughty" side of Spirit Airlines, but I'm sure anyone who flies them already knows all the issues. I quit flying them after years of tolerating one slam after another.
No matter what the company, it seems many forget that we are the reason they continue to do business. They are in it for the profitability of what ever they sell or do, and we obviously want or need the product or service. The customer is not always right, but by the same token neither are they. It is a shame that many companies just consider profit when they should be more aware that with social media people communicate either satisfaction or ire with any company. Granted, flying is something we depend on air lines to provide, but they do not have the right to hold our baggage hostage. "Terms and conditions" are just another way to say "What ever" as far as customer satisfaction is concerned. I deal with local stores and merchants I trust. Better to get off your behind and shop than to complain about buying "sight unseen" with an online vendor. Every city has a local network station that employs a "watchdog", and they can be very effective in making unfair practices known. No one knows what is going on if we don't get the word out. Squeaky wheel gets the grease still works!
TAJ, not quite all. In a manner of speaking, I'm in the aviation "industry" though not employ by an airline. HOWEVER, SWA--Southwest Airlines--has as their corporate priorities: 1) Make the employees happy; which leads to 2) keep the customers happy; which leads to 3) keep customers coming back. SWA is the MOST HEAVILY UNIONIZED airline in the country, yet it hasn't faced the endless bankruptcy problems the have plagued UAL, AAL, and DAL.
Is it because they are heavily Unionized? Or perhaps that the company recognizes that the employees have a huge impact on return customers? Both, neither?
I have problems with some aspects of SWA, but rude employees ain't one of 'em.
I love Red Wing shoes, but I don't trust them to take back a pair of work boots that I have used for the past week. It seems the retailers don't know about this policy and end up sticking you with a $250 pair of work boots that feel like nails being driven into the balls of your feet.
Bob 620072
Trust me Bob Red Wing will take care of the problems, we want you to be comfortable in the job you do.
Thanks
Didn't you try them on first?
I'm pretty sure that when CompUSA went bankrupt Tiger Direct bought the name. So you have two entries here from the same people, and considering TD's longtime track record it's no surprise they still tend to be a bit "creative" in customer service.
Yes, Tiger Direct owns the CompUSA brand name. They did the same thing when Circuit City went bankrupt. They're just brand names now, all pointing back to the same company, Systemax.
I don't deal with Tigerdirect any longer, their shipping costs are outrageous. I've found that Newegg.com is MUCH better and if you're not is a big hurry you can wait a bit and usually get what your after with free shipping as well! For cables, tv brackets and the like I've found that Monoprice.com is the best for those items.
TD just plain sucks. There's not a single compelling reason to buy anything from them that you can't get easier/faster at the Egg or even from the Long South American River company.
We've been New Egg customers for years and never a problem. Best prices, fastest shipping, even online help for us know-too-little-about-it customers.
Another company for the nice list, for electronics: Crutchfield. Best customer service, hands down.
Thumbs up to Crutchfield, indeed! Their prices are higher than some, but I would never do business anywhere else. Their service is just outstanding. It seems like if you ever bought something from them you can call for advice about just about anything.
It's not surprising that both CompUSA and Tiger Direct are on the naughty list, they are the same company. Based in Miami, the fraud capitol of the nation, this is just the way business is done in the third-world.
CircuitCity.com, too!
Heh.
It seems that the last link in the article should point to this page for the full 2012 naught or nice list
When I click on either link, I get a "page not found" from Consumer Reports.
Me, too!
.
Where is every one saying Toyota owns them????
Oxo customer service really is great. I had a garbage can break after 5 years of standard use. They very promptly and pleasantly sent a replacement. I now look to purchase Oxo products when shopping for household items.
I guess someone wasn't very happy about being on the naughty list and destroyed the link!
Very risky to buy on-line. I had been considering buying RosettaStone software, but it was out of my budget. Went to their website to discover a half-price sale. I bought. Turns out the Rosetta Stone site had been highjacked and exact copy of the website had been layed over it, only now linked to the company in China. And, because they shipped me the product - a non-working copy, USBank bank would not refund me for my loss.
Very risky to shop online. I purchased software from Rosetta Stone; turns out they had been hacked and an exact copy of the site had been overlayed and linked to a company in China, which shipped me a bogus copy. Both Rosetta Stone and USBank said it was my tough luck.
IF you used a credit card, isn't there a product protection clause?
The very worst are the phone companies. They sell you service but not without a phone so it's retail...right? Everyone should cancel their service for 30 days.....the prices sure would come down! Could we live without it? We could use pay as you go..........Come on you can live without all those apps you didn't have 3 yrs. ago. LOL We lived after A&P, and all the companies we remember from 10 yrs. ago. Happy Thanksgiving everyone.
There should never be a stole cell phone. Without Sprint, Verizon, or ATT activation a stolen cell phone it is nothing but a brick. The fact that they will activate a stole cell phone indicates that they don't care about you. If the cell phone is stolen they should be prosecuted for being an accessory to that theft. That will get them to act like they care even if they don't.
It appears that the more time saving gadgets we have, the less time we have for enjoyment of simple pleasures. Or is it the reverse? Quantity rather than quality.
So glad Ticketmaster made the Naughty list. My tickets to two events this month cost almost double the ticket price due to add-on fees. I also paid a "convenience fee" for using "will call".
They don't call them TicketBastard for nothing.
TM is by far, THE WORST. I've NEVER had a good experience with them, never. Most recently I spent over $300 on tickets to see Elton John. Between the time I ordered/paid for them and when I went to pick them up, my credit card was lost and replaced. I went to their "convenience location' to pick up my tickets, and they required the card they were purchased with in order to scan the order; even though I had the printed confirmation with name, address, phone number etc and my ID to prove who I was. After about an hour on the phone with TM, the end result was I could rebuy the tickets and they would refund the original purchase AFTER the event (so I'm now out $600 until after the event... UGH.. it was a splurge to get the first $300 worth). They would do nothing else for me. Fortunately, we found the lost card (which had been deactivated when it was replaced) in my daughter's playroom. We went back and scanned it and apparently it worked. What a cluster and an unnecessary bunch of BS to put a customer through... one who had already paid!
What do they think honda adds the camera for FREE ? This is like all the other crap that comes standard on the cars that I can't buy without. More stuff to break just after the warranty is up that they can make profit fixing.
Maybe they should sell all cars with professional drivers only and sell that as a "safety" feature. Too bad nobody can afford a car anymore.
I can, but I'd never buy anything but an American car - no matter how much Consumer Reports touts Hondas and Toyotas.
It's assembled in the USA; not made in the USA. Parts come from all over the world, then they're assembled here.
sam - There's no such thing as an "American Made" car anymore. The most American made car for 2012?
Toyota Avalon @85% American made.
http://www.thestreet.com/story/11603343/11/10-most-american-made-cars-of-2012.html
Most people refer to an American company that has its corporate office (not a US branch) in the USA as well as production sites. Otherwise the business does not support the country with the same taxes as a foreign site of a foreign corp.
Rear view cameras will be required in all cars by 2014. Honda is just jumping ahead. They are already required in Japan, so it probably saves them money to use the same design equipment between the Japanese and American models.
I get ribbed for only driving Hondas, but I'll laugh all the way to the bank. 3 of them now for the past 13 years. Radiator was the only thing to go out after 10 years, which is a plastic item, cost $150.00. Other than brakes and batteries, fluids, and belts, the car is still going strong. My family owned GM products all while growing up. It is sad when you can replace the starter by memory, and you instantly know what an alternator going out sounds like, or a clutch going bad. These things all happened on buicks, hondas, and GMC trucks. Never again.
@chad, I think everyone has different experiences with their cars. i've had zero issues with the GM vehicles I bought, but had lots of problems with the Toyota I once owned. No product is perfect.
I have a 2011 Toyota that has a rear-view camera. It would be very useful if I had small kids, but I don't. I find it useless; sunlight glare wipes out the screen, distortion makes it very difficult to judge distance, and the focal range is too narrow. Not worth the money, unless you have small kids.
Really? The toyota camera is that bad? I have a 2011 Ford with a camera and it has a great view and is aimed downward so the effect of the sun is lessened. Plus it has a cover. The only thing I dislike about it is after driving in the rain on gravel roads it gets dirty and I have to wipe it off before I can use it. Other wise it is great with the lines on it to show depth and the warning sound as objects get closer gets louder and and more urgent.
Notice what they did to washing machines? There is no more 3 load sizes, no more two washer cycles, gentle/regular. Choices go on and on. Nearly $1,000 for a washing machine, computerized. Then we find out the water doesn't fully discharge and causes mold to form. To override the mold, a special detergent is necessary. Hey Fels Naptha, where are you. This is progress.
I'm tired of hearing about how all the crooked things companies do is for "profitablility". They are plenty profitable. The problem is that 10 million a year isn't enough for executives; they want 50 million and likely more, all in an age when workers pay has been stagnant for 10 years. Companies are in business to make those at the top rich and to give the customer and the workers as little as possible.
You forget that most companies have shareholders who have invested their money into the company, hoping for a return on their investment. If they don't show an ROI, then the investments dry up and the company goes away. A stagnant wage is better than no wage when the company folds.
Newsflash: Shareholders are American citizens, some of whom are the same citizens complaining about companies being too focused on profits. We tend to forget that shareholders are real people, our neighbors, you and me, etc. People are greedy.
I'm shocked that Honda is at the top of the nice list as it's always #1 on their recommended list of cars. Coincidence or pay off? I think the latter.
I appreciate the skepticism Sam Adams, but I think there is no connection there. But your comment is worth noting, just in case...
The rearview camera thing is a funny reason for this "nice list" considering a lot of cars have those now, not just Hondas. On the flip side it is worth mentioning that I know several people who can't back up a car without one anymore, or judge distance as well. I get the reason for these cameras, but in my experience they nerf people's driving skills...
Kohls on the nice list? Is this some kind of a joke? Have any of you actually tried to return an item there beyond 30 days after purchase? I have. Either the clerk was a complete imbecile who wasn't aware of the company policy or the company policy is a lie. Either way, customer service was severely lacking that day at Kohl's.
I've returned items past 30 days - no issues. A coworker who worked there a few years ago had a regular customer who would return his little kid's shoes every 6 months and buy a new pair. That's an abuse of their flexibility, but he was never told "No." They also win BIG points with me for having damn near no-exceptions discounts and allowing you to stack discounts (use a coupon on a sale item). JCP was always hell that way - often it seemed 2 items in the whole kid's clothes department were NOT excepted from the sale and those were on another discount so the % off coupon you had was useless.
I just returned two items to Kohls that I had purchased over a year ago and received full credit for both. I purchased them online and returned them via mail. No problems at all.
I agree with Catmom. The discounts are great. Every month or so, they run 30% off sales. Combine that with the item's sale price, free shipping, and Kohls Cash ($10 for every $50 you spend), they're practically paying me. Love it!
Kohl's has always been good to me too. Also, I'd feel guilty asking them to give me a refund for something I had for over 30 days. Sometimes it's the customer's fault, even if the company policy allows for stuff over 30 days.
Billy-
Kohls is by far my favorite retailer. I worked in one for three years and it was a wonderful experience. They have a solid and positive customer base because they are 100% customer focused. As a result, when customers come in to shop they are generally in a good mood which makes it a good experience for shoppers AND employees. They carry good brands at the lowest prices, and have outstanding customer service. When I worked for them I thought they went too far on returns and customers abused the policies. One year a customer returned a big box of Hallmark Christmas ornaments in February because "duh, Christmas is over!" Another returned high-end picnic utensils with food still on them after her daughter's outdoor wedding reception. If it were up to me, I would have called security and had them escorted from the store, but both were given full refunds with a smile.
I bet if they reviewd Honda dealerships the rating wouldn't be so nice. The several that I have dealt with have been a real PITA. I had to get into a yelling match with the lying SOB that sold me my Ridgeline. He had agreed to make several repairs(very minor)to the vehichle as a condition of purchase. When I brought the truck back to get the repairs done, they tried to charge me for them. I had to talk with the manager to get it resolved and even then it took several threats to make it happen. Another dealership had agreed to sell me a vehichle at a certain price. It was very clear during the negotiations that this was a purchase and not a lease. Well, when it was time to sign the docs, they had it down as a lease. I love my Ridge but I'm not sure that I will be giving Honda anymore business due to their shady tactics.
Did you report the dealer to the US corporate office? The dealership manager can cover his ass, but if corporate hears that a dealership is giving the brand a bad name, they will come down on the dealership.
My daughter has owned 2 Honda CR-Vs will not buy anything else.One dealer in Tacoma WA,will never sell her another car or service her car again because a stupid salesman talked down to her like she was stupid. The dealership she likes knows how to treat customers,and will be able to sell her a new car when it is time.She puts a lot of miles on her cars.Catmom1457909 you are right,corporate will come down like a ton of bricks on a dealership that does not give excellent customer service,I have seen it happen,and I have a friend that is in sales at a Honda dealership,he tells the same thing.
These things are overhyped.
Only small percentage of customers returns items. AMong them some are prolific returners. For most buyers it hhas to be really substative issue to return.
Most people have enought ot worry about when shopping and thought of returning rarely enters mind (except some. I have seen women buy dress Friday and wear and return Monday tellig her husband can;t stand it, Oh, well).
But those who rarely return items, often procedure is big mountain to climb. At msot department stores holidays return line can stretch hours with couple of slow staffers to manne dthe returns.
There's a subset of people who equate buying something with returning it. Apparently they do a lot of both and expect to be able to return things all the time.
The thrill of buying is like a drug. A high. When the high wears off, you just return the things and buy more and get high again.
I don't claim to understand this mindset because I go years without returning things. Mainly because I fully understand what the hell I am buying before I buy it and there are no surprises. Not even for clothing. My high, if there is one, comes from researching the purchase and knowing what I am getting. I buy to keep.
Anyway, retailers don't sell items for evaluation. That some of them accept returns should be viewed as a darn nice thing to do and cherished, not abused.
Had I known about this review before they compiled their list, I would have nominated Comcast for their poor cable TV package options, for penalizing those of us who choose a very basic service by forcing us to remote through dozens of channels we don't have by choice, and for failing to respond to repeated complaints about same.
I agree........Comcast is the very worst......every single month I have to call and ask why my internet bill it different. Always someone different and always a different excuse.....the worst ever,,,,,,,
I would nominate them for how often the service goes down. We have a nice package, but the internet goes down a lot and sometimes takes awhile to fix. And the tech support is a set of scripts they keep repeating no matter what is wrong.
Comcast is HORRENDOUS! At one point, we signed up for the $99 bundle...and found the discount for the services was never applied to our bill. I called and called, and was told several times, "Our mistake, we will fix it." The next thing I knew, my cable was SHUT OFF, because I hadn't paid the overcharged part of the bill! When I called to grumble at a CSR, I was arrogantly informed that they couldn't give me the bundled price, BECAUSE I WAS BEHIND ON MY BILL!!! I bit the bullet, and paid the darned thing off (which was CRAZY HIGH) and when I called them back to tell them to apply the discount NOW, was told the bundled price was only available TO NEW CUSTOMERS!!! I promptly cancelled all but internet and the $10 basic local package...and get REALLY SNOTTY with them when they try to upsell me to the bundle (every time I have to call them) now. Fool me once, shame on you...
I couldn't agree more. In my entire life Comcast is without a doubt the worst company I have ever had to deal with. Most disturbing is that they are enabled with their "Don't give a damn" attitude. Basically it's, "If you don't like it go somewhere else. Of course the thing is, you can't if you want to stick with cable. The "Dish" alternative is unavailable to most people that live in apartment buildings. This is a textbook example of a monopoly. I have had an on going issue with them for 4 months straight on a billing glitch. One rep actually told me that her first priority was to "make as much money for the stockholders as possible"!!!!!! I asked her if they lose me as a customer would the $220 in question would adversely affect these sacred soles? Response: "It doesn't work like that" Click!! Our local governments have to get involved and make the cable companies accountable for their practices.
I have had bad experiences with Forever 21 so I can vouch for them being on the "naughty" list. I purchased about 6 or 7 items and in the box, they gave me a receipt for returning merchandise via mail. I only liked 1 item and decided to return the other 6, so after paying about $12 in postage to ship the merchandise back to them (they don't offer in-store refunds, at least not in Miami), they decided they wouldn't refund me for the merchandise, even though I had completed the return slip! They gave me 2 options: I could either get it back but pay again for them to ship it (after I paid to ship it to them in the first place), or swallow my shipping costs and have them keep/destroy the merchandise. I chose the latter obviously as I was fed up with spending money and dealing with their crappy customer service, but I was beyond furious that not only did I not get my money back, but I spent money shipping things back in the first place thinking they'd refund them when I could have just kept the stuff and sold it on eBay or given it as a Christmas gift to someone. Why put a return slip if you won't return the never-used, sealed merchandise??! Most unethical company ever. I will never do business with them again, even if they offered me a discount.
TigerDirect and all the other online tech retailers like then need to learn the lesson from Best Buy: be cordial and easy on your customers or LOSE them.
They all should try to do as well as Amazon.com.
amen- amazon is the best retailer on/off line i have ever used. never shop without checking them first- most always end up getting the item from them even after i spent lots of time trying to find a better deal. also, amazon has the best customer service.