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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:
I have had problems with Tiger Direct. Getting rebates was like trying to guess the Combination to Fort Knox.
Never used them again after that.
I do agree that some companies are worse/better than others and the idea of Naughty/Nice list has some merit. However, I use caution when considering these lists. Sometimes you have a bad experience with a company, while others have positive experiences... is the company good or bad? Kind of like asking "is my ex-wife a nice gal or a douche?" ... well, it depends on who you ask. Some people think the boss is a jerk, others love the boss... the thing is, both people are probably right.
Does anyone agree with Automatic Opt-in after cancellation or suspension with an monthly billing account? No? Then watch out for Verizon
Kohls policy is so bad for the co. a year ago they ended up outsourcing all of their returns to a third party. Now it costs them even more. But everybody loves their policy.
Regarding the Forever 21 ding, it would be nice if consumers didn't order clothing online, wear them, and then try to get a full monetary refund. It happens. People order clothing, wear them, party in them, sweat in them, do whatever in them, and then a day later they try to "return" the item. Sorry. Retailers like Forever 21 and many, many, many others are now saying the free ride is over. Get used to it. If you want to beg or steal, grovel elsewhere. If you don't know what your true size is, go to the brick and mortar and try it on.
Speaking only for my household, here are a few, off the top of my head, in no
particular order, your mileage may vary:
The Good:
-Amazon
-FedEx
-Nordstrum
-Apple
-BMW
-Williams and Sonoma
-Paul Newman products
-Whole Foods
-Publix
-Consumer Reports (except for the spam and the Subaru recommendation)
-Excedrin
-Vizio tvs
-Restoration Hardware
-Lands End
-Target
-Costco
-St John's Apparel
The Bad & Ugly:
-Tiger Direct
-Ebay
-UPS
-Subaru Outback and my local Subaru Dealer
-Gibson Guitar Company
-Guitar Centers
-Comcast
-Harry and David
-Kroger
-Harris Teeter
-Bank of America
-Home Depot
-Emily's List
-Sherwin Williams Paint
My nice list: Costco, Apple, Honda, and Amazon.
My nasty list: Chase, Wells Fargo, Dell, and just about any airline.
Consumer Reports. They have made it to the "You Suck" list for their steadily declining quality of reviews, especially on complicated items. I no longer trust their auto reviews, since they've been so prone to recommending cars that have serious flaws. And their reviews of things like outdoor power equipment are now officially an unfunny joke. Their reviews for tractors and generators, both of which appeared in the last year were little more than a recitation of the blather from the manufacturers' sales literature. Back in The Old Days they'd actually test these things, but now they just take some pictures and look at them while accepting whatever the manufacturer says. You'd think that for generators they'd want to test things like "does it meet full capacity in 120F ambient?" "What is the 0-full load frequency and voltage stability?" And so on. They had nothing like this. They couldn't even be bothered to tell the readers what kind of transmissions were in the tractors they "reviewed", much less discuss the wisdom of particular choices. They've really gone to hell in the last five years and when my subscription ends, that's it for them.
CR's reviews are next to worthless. In the past, they listed features with details on the effectiveness of the features, for each item. It is true that their reporting is a reiteration of the sales hype. The ratings can be so inaccurate as to make me wonder if they are not servicing the manufacturer rather than the subscribers. They no longer provide technical knowledge ~ I've found that reading the members' remarks provides the most useful information, especially should an expert contribute. CR doesn't learn ~ members' remarks should make CR feel ashamed at the product they've produced ~ but they don't get it. At least CR provides brand history charting, only this too has been generalized. What happened to the original Consumer Reports?
I used to not like Kohl's. Thought they were very overpriced. Then about a month ago I needed some new fleece for the winter, and I found they had a 20% off everything deal going on. Made an order for several items, but both of the sweatshirts I bought were too big. Not a problem - just took them to the store for an instant refund, and I was able to re-order the same items in the right size with the same discount, even though the promotion had ended the week before. It's that kind of service that will keep me coming back for more.
The $100 CARRY-ON fee of Spirit Airlines is both ways-$200 I paid for a small bag. Plus no free snacks,not even a cup of coffee or tea,plus a $5 charge if you don't run your boarding pass ahead of time,plus a charge if you request a certain seat such as window or aisle.
Moral- Do not fly Spirit.
TicketMaster definitely belongs on the naughty list. In fact, I'm so pissed off I will NEVER deal with the firm again. They charged me twice for two tickets to see the same show. The first time I went on line it was only to see what seats were available at what prices, but I simply left their site and never concluded the purchase. I returned a week later and completed all the steps to conclude the purchase of two tickets. They claim that their protocols were followed and that my first inquiry was a concluded purchase ... pure B.S., and in spite of American Express doing everything it could to convince TicketMaster otherwise, I was charged (and had to eat) an expensive, double charge. SHAME ON THEM!!!
home depot does not hook up a gas range unless you buy anew gas line for 55.00. You cant use your existing gas line.
That one I get because you're retaining them to do a service which could result in a liability. By requiring you to use a new part, they can reduce that liability- possibly saving your life in the process. $55.00 is pretty cheap insurance, all things considered....
As an environmentalist, I'd like you to take a look at Amazon Kindle prices. Why should Kindle prices be MORE than paperback? One would think Amazon would encourage electronic version - particularly since Kindles are now so inexpensive and versus iPads etc, have a longer "shelf life".
Pity there isn't a consumer reports for services- like, oh, cable, phone, power, water- now, wouldn't that be an eye-opener?
FeO2; You printed tmy thoughts exactly. Consumers (the entire population) is shadowed and scrutinized by the the questionable credit score companies without accountibility or scrutiny But why are we surprised. They are the big banks tool, repalcing local due diligence.
There must be a collective and accurate corporation scoring site or agency. The new agency in DC is a start, but we need more, much more
You took the thoughts right out of my thoughts. We are shadowed and held hostage by the credit score agencies, but the large corporations seem to escape all scutiny