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Home > Blogs > Here's the Deal > Archives > 2010 > January > 21 > Entry
Which store has the best customer service?
Last week, the National Retail Federation published its fifth annual survey of retailers that offer the best customer service.
The survey, which polled 8,600 consumers, was conducted by consumer marketing intelligence firm BIGresearch in September.
Consumers were asked the open ended question: “Thinking of all the different retail formats (store, catalog, Internet or home shopping), which retailer delivers the best customer service?”
Turns out, for the third straight year, L.L. Bean was the answer for the most.
Here are the top 10:
L.L.Bean
Overstock.com
Zappos.com
Amazon.com
QVC
Coldwater Creek
HSN
Lands’ End
JCPenney
Kohl’s, and Nordstrom (tied)
For the complete list, see the NRF site.
I would have had Kohl’s higher and Walmart lower (it came in at 27th), and I would have put Office Depot and Dorothy Lane Market in there somewhere, but other than that I have no qualms.
What about you?
What area retailer or e-tailer do you think has the best customer service?(poll)
Permalink | Comments (20) | Post your comment | Categories: Consumer interest
Comments
By Nordstrom rocks!
January 21, 2010 5:09 PM | Link to this
Nordstrom is definitely the best. Order online and return for free if you don’t like it. They truly have the most generous return policy around. You can return years later without a receipt! Also Von Maur is great with their free gift wrapping and shipping! Great for gifts!
By Nordstrom and Von Maur
January 21, 2010 5:11 PM | Link to this
Nordstrom has THE best return policy in the nation. Buy online, return with free shipping. Return an item years later with no receipt - and get cash! Von Maur gets a hand from me for tehir free gift wrap and shipping - great for gifts!
By Aunt Birdy
January 21, 2010 11:45 PM | Link to this
Nordstrom is outstanding! Love it, its worth the drive…they make the entire shopping experence a pleasure and returns are always hastle free!
By Reality
January 22, 2010 6:12 AM | Link to this
BEST: Williams Hardware in Urbana! WORST: Any and all Wal Mart stores!
By Shopper
January 22, 2010 7:31 AM | Link to this
I can tell you who I think are the WORST!!! 1 Meijer 2 Wal-Mart
By Londo
January 22, 2010 8:21 AM | Link to this
Fairborn Camera and House of 10,000 picture frames have the best customer service in the Dayton area.
By Tom
January 22, 2010 8:26 AM | Link to this
Cosco, hands down.
By MrDadSir
January 22, 2010 8:50 AM | Link to this
I am in agreement with all the previous posters.Except for LL Bean the rest of these should be on a just O.K. list and of course some should not be on a list that mentions service.
By Jst an old couple
January 22, 2010 9:26 AM | Link to this
If you want the best customer service just ask for Karin at the Fairfield Mall EB. She has gone over and above, to help us on many occasions. What a pleasant young lady.
By dhampton100
January 22, 2010 9:27 AM | Link to this
Best buy has a policy that if you purchase with cash, I think over $100.00 and wish to return you have to wait to receive a refund “check” in the mail. That single policy is why I stopped shopping with them unless I’m going to use my bank/credit card. If I pay cash, I want cash back, period!
By Just an old couple
January 22, 2010 9:27 AM | Link to this
If you want the best customer service just ask for Karin at the Fairfield Mall EB. She has gone over and above, to help us on many occasions. What a pleasant young lady.
By take ur return back home
January 22, 2010 9:40 AM | Link to this
Why would you return something to a store, that you clearly have had for years? At what point in time, do you take ownership of something you purchased.BUY ANOTHER ONE.
By flipper
January 22, 2010 10:36 AM | Link to this
IKEA. Try it & you’ll see.
By The Customer Is Not Always Right
January 22, 2010 10:43 AM | Link to this
I currently work at Best Buy customer service. Here are some tips on receiving good customer service. 1. Get off of your cell phone. I will not help you until you hang up. It is just plain rude. 2. Don’t be a jerk, even if you aren’t getting you way. I will bend over backwards to help someone who is nice. I don’t see why people think that acting like a jerk will get you any favors. 3. Read the return policy before you buy something. Buyer beware. To dhampton100 about the cash return policy. The policy is in place for one, to prevent fraud, and two, because we do not have that much cash on hand. What if someone paid for something in cash for $2000 and returned it. We don’t have that much cash in our registers. And don’t expect me to find your receipt if you lose it if you pay cash. Pay with a credit/debit card. You will have way less headaches.
By Brian
January 22, 2010 11:57 AM | Link to this
StubHub.com They stand by their “Fan Protect” guarantee without so much as a heavy sigh. Bought tickets for a Columbus hockey game, they turned out to be bad. Bought tickets at the box office to get in (same section, slightly more expensive than online). StubHub refunded every penny without a single argument. I’ll buy from them again.
By dlm fan
January 22, 2010 8:56 PM | Link to this
I always get royal treatment at Washington Square Dorothy Lane Market.
By DLM & Trader Joe's rock
January 27, 2010 12:26 PM | Link to this
I couldn’t believe my eyes when I read that Kroger’s, Walmart AND Meijer’s beat Trader Joe’s. No way, Jose! Same thing with Kohl’s & Penney’s beating Von Maur & Nordstroms. Hello!! I have nothing against Penneys or Kohl’s - but VM & Nordstroms service rocks. Btw, Wright Patt Credit Union also gives great service.
By confused
January 27, 2010 4:35 PM | Link to this
Why would anyone vote for Walmart? I can never find anyone who knows where anything is and there’s always a huge, long line at customer service. I always find exactly what I need and in a timely fashion at Dorothy Lane.
By Six
January 29, 2010 12:40 AM | Link to this
For a company with only 3 stores, Dorothy Lane Market beat other stores in an international award. I think that says a lot about the impression their employees give the people who shop there. Go to luxist.com and search “Dorothy Lane Market”. Even though I work for DLM, this is the first time that I have ever been able to say “I love my job” and actually mean it. I can’t think of anyone else who works in any type of grocery store who would ever say what I just said. It’s such a nice treat for me to work with and around people who are as passionate about food as I am. The management in the store has a completely different feel, compared to that of kroger or other stores. When the CEO actually knows your name without having to look at your name tag and remembers things that were said between the two and honestly cares about the employees. Thats when you know youre at the right company. Long story short, Dorothy Lane Market is a great place and I really suggest you make the trip to come and experience what I mean.
By out of towner
January 31, 2010 1:11 AM | Link to this
Dorothy Lane Market has the best customer service period. They care about both the customers and the employees. They go out of their way to help you. It is a place where they get to know their customers on a first name basis. In a world of superstores and impersonal online shopping DLM offers an old fashion approach to customer service.