Retail has been embracing online shopping in a big way for a couple of decades now. But it exploded big time in 2020, when suddenly, because of the coronavirus pandemic, we found ourselves browsing the internet for cleaning supplies, shoes, video games, and everything in between. As convenient as it often is, not all online shopping experiences are positive. So, we at Best Life set out to find the shopping site with the worst customer service in America, so that you know which sites to click away from or, at the very least, when to brace yourself for disappointment.
To create our list, we included both purely internet businesses, and the online versions of brick-and-mortar stores. We started with the 2020 American Customer Satisfaction Index (ACSI) to see how sites scored on their 100-point scale, with 100 being the highest level of customer satisfaction. (For stores not specifically named in the ASCI survey, we used their "all other stores" average satisfaction score of 79).
Then, we gathered ratings from widely used consumer review sites Trustpilot and Consumer Affairs. After eliminating stores that were missing ratings from one or both of these sites, we were left with a list of 25 online shopping sites. We then gave each of the metrics a weighted value before running them through our exclusive algorithm to see how each site scored on our 100-point scale Dissatisfaction Index.
Our results show that online shopping sites generally have very favorable reviews—they did better than brick-and-mortar stores in the ASCI report, to start. You can also see it in the way the index scores cluster—there's two with very low dissatisfaction, three with markedly higher dissatisfaction, and the rest are clustered in a fairly narrow set of values. However, the worst online store was so bad, it earned the lowest satisfaction rating on every metric we checked. Read on to find out which brand is at the bottom and where your favorite store falls in the mix. And for more insight into bad shopping experiences in person, check out This Store Has the Worst Customer Service in America.
Read the original article on Best Life.
25 Amazon
ASCI satisfaction score: 83 out of 100
Trustpilot stars: 2.1 out of 5
Consumer Affairs stars: 4.0 out of 5
Dissatisfaction Index Score: 0.00
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24 Etsy
ASCI satisfaction score: 82 out of 100
Trustpilot stars: 2.1 out of 5
Consumer Affairs stars: 43.8 out of 5
Dissatisfaction Index Score: 7.95
23 Costco
ASCI satisfaction score: 81 out of 100
Trustpilot stars: 1.6 out of 5
Consumer Affairs stars: 3.6 out of 5
Dissatisfaction Index Score: 15.91
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22 Nordstrom
ASCI satisfaction score: 82 out of 100
Trustpilot stars: 1.6 out of 5
Consumer Affairs stars: 3.6 out of 5
Dissatisfaction Index Score: 15.91
21 Nike
ASCI satisfaction score: 81 out of 100
Trustpilot stars: 1.8 out of 5
Consumer Affairs stars: 3.8 out of 5
Dissatisfaction Index Score: 17.05
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20 Shutterfly
ASCI satisfaction score: 79 out of 100
Trustpilot stars: 3.1 out of 5
Consumer Affairs stars: 3.2 out of 5
Dissatisfaction Index Score: 20.45
19 HP Store
ASCI satisfaction score: 81 out of 100
Trustpilot stars: 2.0 out of 5
Consumer Affairs stars: 3.2 out of 5
Dissatisfaction Index Score: 21.59
18 Kohl's
ASCI satisfaction score: 81 out of 100
Trustpilot stars: 1.4 out of 5
Consumer Affairs stars: 3.8 out of 5
Dissatisfaction Index Score: 21.59
17 Newegg
ASCI satisfaction score: 81 out of 100
Trustpilot stars: 1.6 out of 5
Consumer Affairs stars: 3.5 out of 5
Dissatisfaction Index Score: 22.73
16 Target
ASCI satisfaction score: 78 out of 100
Trustpilot stars: 2.3 out of 5
Consumer Affairs stars: 4.0 out of 5
Dissatisfaction Index Score: 26.14
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15 Macy's
ASCI satisfaction score: 80 out of 100
Trustpilot stars: 1.5 out of 5
Consumer Affairs stars: 3.8 out of 5
Dissatisfaction Index Score: 26.14
14 Groupon
ASCI satisfaction score: 77 out of 100
Trustpilot stars: 3.1 out of 5
Consumer Affairs stars: 3.6 out of 5
Dissatisfaction Index Score: 27.27
13 eBay
ASCI satisfaction score: 79 out of 100
Trustpilot stars: 1.5 out of 5
Consumer Affairs stars: 3.8 out of 5
Dissatisfaction Index Score: 31.82
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12 Stitch Fix
ASCI satisfaction score: 79 out of 100
Trustpilot stars: 2.6 out of 5
Consumer Affairs stars: 2.5 out of 5
Dissatisfaction Index Score: 34.09
11 Overstock
ASCI satisfaction score: 79 out of 100
Trustpilot stars: 1.4 out of 5
Consumer Affairs stars: 3.5 out of 5
Dissatisfaction Index Score: 36.36
10 Wayfair
ASCI satisfaction score: 80 out of 100
Trustpilot stars: 1.4 out of 5
Consumer Affairs stars: 3.0 out of 5
Dissatisfaction Index Score: 36.36
9 Home Depot
ASCI satisfaction score: 78 out of 100
Trustpilot stars: 1.5 out of 5
Consumer Affairs stars: 3.8 out of 5
Dissatisfaction Index Score: 37.50
8 Lowe's
ASCI satisfaction score: 78 out of 100
Trustpilot stars: 1.5 out of 5
Consumer Affairs stars: 3.8 out of 5
Dissatisfaction Index Score: 37.50
7 Gap
ASCI satisfaction score: 78 out of 100
Trustpilot stars: 1.7 out of 5
Consumer Affairs stars: 3.5 out of 5
Dissatisfaction Index Score: 38.64
And for more on the fate of this company, check out This Iconic Clothing Brand Is Starting to Close Over 200 Stores.
6 Staples
ASCI satisfaction score: 77 out of 100
Trustpilot stars: 1.8 out of 5
Consumer Affairs stars: 3.8 out of 5
Dissatisfaction Index Score: 39.77
5 Best Buy
ASCI satisfaction score: 78 out of 100
Trustpilot stars: 1.3 out of 5
Consumer Affairs stars: 3.8 out of 5
Dissatisfaction Index Score: 39.77
4 QVC
ASCI satisfaction score: 79 out of 100
Trustpilot stars: 1.6 out of 5
Consumer Affairs stars: 2.7 out of 5
Dissatisfaction Index Score: 43.18
3 Walgreens
ASCI satisfaction score: 75 out of 100
Trustpilot stars: 1.6 out of 5
Consumer Affairs stars: 4.0 out of 5
Dissatisfaction Index Score: 51.14
2 GameStop
ASCI satisfaction score: 76 out of 100
Trustpilot stars: 1.3 out of 5
Consumer Affairs stars: 3.3 out of 5
Dissatisfaction Index Score: 56.82
1 Sears
ASCI satisfaction score: 73 out of 100
Trustpilot stars: 1.2 out of 5 out of 5
Consumer Affairs stars: 1.1 out of 5
Dissatisfaction Index Score: 100.00
And for more businesses that are leaving customers unsatisfied, This Is the Most Hated Restaurant Chain in America.
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