Websites for Dell and Barnes and Noble provided some of the worst customer service in the world, according to a survey of the largest internet retailers.
There is no doubt that a famous internet or telephone based outfit like Dell should have done much better in such a poll, but apparently Michael’s site can’t reply to an email fast enough.
The survey was conducted by StellaService, which makes a crust providing customer-service ratings for online companies. It graded the biggest 100 internet retailers on how long customers wait on the telephone and how long it takes to get an email response.
Apparently it took Dell more than 65 minutes to answer an email, according to the survey. Spiegel.com, Crateandbarrel.com and Fingerhut.com ranked lower than Dell.com.
Among the largest 10 internet retailers, Amazon was the best for average call hold time and fifth for average email response.
The Barnes & Noble website, had the second-longest average call hold time at just over eight minutes, the survey found. The worst site in the world was Etronics.com, which did not respond to telephone calls during StellaService’s survey.
DisneyStore.com made the top 10 for in both email and telephone support categories.
StellaService Chief Executive Jordy Leiser said in a statement since prices and product selection were not a “key differentiator” between online retailers, customer service has become the only way that consumers can tell companies apart.
Strangely Amazon.com did not rank in the top or bottom 10 for either criteria among the 100 retailers surveyed. Although trying to contact Amazon is a pretty tricky exercise involving knife fights over wild crocodile pits, and wrestling with giant mambas. Still once you can find a contact address on its site it does respond pretty quickly.