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Deal Divas

Stephanie Hayes, Katie Sanders, Kameel Stanley, & Keyonna Summers

Some retailers get A+ for customer service, some don't

13

January

During the week after Christmas, my youngest sister had the unfortunate task of needing to buy a new pair of jeans -- PRONTO. I say "unfortunate" because a.) trying on jeans stinks, b.) trying on jeans after the holiday gluttony REALLY stinks and c.) trying to FIND jeans in the immediate aftermath of holiday shopping turned out to be nearly impossible.

The jeans selection in her mall chain store of choice was miserably depleted. Which brings me to the point of this little tale from the shopping front. When we asked a sales clerk about when a new shipping might arrive, she gave us the terribly unhelpful answer of, "I don't know."

That response drives me nuts. I realize that stores may not give their employees a definitive head's up about the flow of merchandise. But shouldn't a sales clerk have at least a general idea of her employer's typical habits? Couldn't she at least feign helpfulness, offering a smidgen of hope that, yes, we will get a fresh supply sometime in the next decade?

On Tuesday, the NRF Foundation and American Express announced the top finalists for their annual Customers' Choice Awards, a program that honors retailers who get customer service right.

Here's the list:

1. L.L. Bean

2. Overstock.com

3. Zappos.com

4. Amazon.com

5. QVC

6. Coldwater Creek

7. HSN

8. Lands' End

9. JCPenney

10. Kohl's and Nordstrom (tied)

I can't help but notice that the store with the offending sales clerk did not make the cut. Readers, what do you think of this list? Any retailers you would add or dispute?

Deal Diva Colleen

[Last modified: Thursday, May 20, 2010 5:23pm]

    

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