Retail goes into overdrive at the end of every year. From Black Friday through New Year's Day, stores are typically alive with the sounds of eager shoppers and ringing cash registers. While these days, that might look more like full virtual shopping carts and piles of packages at the front door, you're likely dealing with customer service representatives more than ever right now. That's why it's the perfect time of year to delve into just how well (or poorly) the most popular stores in the country rank when it comes to customer service.
To find the store with the worst customer service, we started by looking at the 2020 American Customer Satisfaction Index (ACSI), an annual survey of American consumers that asks how happy they are with major shopping brands. We excluded online-only retailers like Amazon, and if the same store was rated in multiple categories—e.g. both supermarket and pharmacy—we then averaged the result. Next, we factored in the average ratings (on a scale of 0 stars to 5 stars) via Trustpilot and Pissed Consumer to see how internet denizens felt about their customer service experiences. We gave each metric a weighted value and ran them through our exclusive algorithm to determine each store's score on our Dissatisfaction Index, ultimately ranking the 50 retailers with the lowest customer satisfaction scores.
Interestingly, there’s a huge disparity between the survey respondents (who were generally satisfied with all the companies listed) and the online reviewers (who were generally dissatisfied). This could be because, if you’ve had a customer service experience that affected you enough to talk about it online, it’s probably negative. Conversely, survey respondents may largely have a neutral feeling towards stores, but say they’ve had a “good” experience purely because nothing bad happened.
Overall, our index showed there isn’t a distinct category of stores that has generally worse customer service: specialty stores, department stores, discount stores, pharmacies, and supermarkets all appear near the top of our dissatisfied list. But honorable mentions go out to supermarket chains Wegmans, H-E-B, Aldi, and Trader Joe’s—the four stores with the least dissatisfied customers, according to our number-crunching. Read on to find out which store has the worst customer service in the U.S. And for an entirely different, but equally fascinating, exclusive ranking from Best Life, check out This Is the Most Stoned State in America.
Read the original article on Best Life.
50 | Barnes and Noble
ShutterstockASCI satisfaction: 81 percent
Pissed Consumer stars: 1.7
Trustpilot stars: 1.9
Dissatisfaction Index Score: 42.12
And for things you shouldn't say to any retail worker, here are 27 Things You Should Never Say to Customer Service.
49 | Sam’s Club
ShutterstockASCI satisfaction: 80.5 percent
Pissed Consumer stars: 2.3
Trustpilot stars: 1.4
Dissatisfaction Index Score: 44.27
48 | Sephora
ShutterstockASCI satisfaction: 80 percent
Pissed Consumer stars: 2.0
Trustpilot stars: 2.0
Dissatisfaction Index Score: 44.75
47 | Menards
ShutterstockASCI satisfaction: 80 percent
Pissed Consumer stars: 2.3
Trustpilot stars: 1.4
Dissatisfaction Index Score: 47.26
46 | BJ’s Wholesale Club
ShutterstockASCI satisfaction: 79 percent
Pissed Consumer stars: 2.5
Trustpilot stars: 1.9
Dissatisfaction Index Score: 47.37
45 | TJ Maxx
ShutterstockASCI satisfaction: 79 percent
Pissed Consumer stars: 1.7
Trustpilot stars: 2.4
Dissatisfaction Index Score: 49.88
44 | Whole Foods
iStockASCI satisfaction: 79 percent
Pissed Consumer stars: 2.2
Trustpilot stars: 1.9
Dissatisfaction Index Score: 49.88
43 | AutoZone
ShutterstockASCI satisfaction: 77 percent
Pissed Consumer stars: 2.2
Trustpilot stars: 3.3
Dissatisfaction Index Score: 50.12
42 | Giant Eagle
ShutterstockASCI satisfaction: 76 percent
Pissed Consumer stars: 2.4
Trustpilot stars: 3.8
Dissatisfaction Index Score: 50.24
41 | Bed, Bath, & Beyond
iStockASCI satisfaction: 80 percent
Pissed Consumer stars: 2.0
Trustpilot stars: 1.3
Dissatisfaction Index Score: 50.60
And for a big change coming to this retailer, check out The One Coupon You Could Always Count on Is Disappearing.
40 | Ulta Beauty
ShutterstockASCI satisfaction: 80 percent
Pissed Consumer stars: 1.8
Trustpilot stars: 1.5
Dissatisfaction Index Score: 50.60
39 | Ross Stores
ShutterstockASCI satisfaction: 76 percent
Pissed Consumer stars: 2.4
Trustpilot stars: 3.7
Dissatisfaction Index Score: 51.07
38 | Kroger
ShutterstockASCI satisfaction: 78.5 percent
Pissed Consumer stars: 2.5
Trustpilot stars: 1.8
Dissatisfaction Index Score: 51.19
37 | Cabela’s
ShutterstockASCI satisfaction: 80 percent
Pissed Consumer stars: 1.9
Trustpilot stars: 1.3
Dissatisfaction Index Score: 51.43
36 | Abercrombie & Fitch
ShutterstockASCI satisfaction: 79 percent
Pissed Consumer stars: 1.6
Trustpilot stars: 2.3
Dissatisfaction Index Score: 51.55
And for more on Abercrombie & Fitch's future, here's why This Iconic Clothing Chain Is Closing Its Biggest Stores.
35 | Gap
ShutterstockASCI satisfaction: 79 percent
Pissed Consumer stars: 2.1
Trustpilot stars: 1.8
Dissatisfaction Index Score: 51.55
34 | Hy-Vee
ShutterstockASCI satisfaction: 78 percent
Pissed Consumer stars: 2.6
Trustpilot stars: 1.9
Dissatisfaction Index Score: 52.51
33 | O’Reilly Auto Parts
ShutterstockASCI satisfaction: 78 percent
Pissed Consumer stars: 2.2
Trustpilot stars: 2.3
Dissatisfaction Index Score: 52.51
32 | Kohl’s
ShutterstockASCI satisfaction: 79 percent
Pissed Consumer stars: 2.3
Trustpilot stars: 1.4
Dissatisfaction Index Score: 53.22
31 | Advance Auto Parts
ShutterstockASCI satisfaction: 78 percent
Pissed Consumer stars: 2.0
Trustpilot stars: 2.4
Dissatisfaction Index Score: 53.34
30 | Target
ShutterstockASCI satisfaction: 78 percent
Pissed Consumer stars: 2.1
Trustpilot stars: 2.3
Dissatisfaction Index Score: 53.34
And for more on how Target's shopping policies are changing lately, here's how Target Is Dialing Back This COVID Safety Measure.
29 | Macy’s
ShutterstockASCI satisfaction: 79 percent
Pissed Consumer stars: 2.1
Trustpilot stars: 1.5
Dissatisfaction Index Score: 54.06
28 | Dollar Tree
ShutterstockASCI satisfaction: 77 percent
Pissed Consumer stars: 2.6
Trustpilot stars: 2.1
Dissatisfaction Index Score: 56.80
27 | Meijer
ShutterstockASCI satisfaction: 77 percent
Pissed Consumer stars: 2.4
Trustpilot stars: 2.2
Dissatisfaction Index Score: 57.64
26 | Save-A-Lot
ShutterstockASCI satisfaction: 75 percent
Pissed Consumer stars: 2.8
Trustpilot stars: 3.2
Dissatisfaction Index Score: 57.88
25 | Foot Locker
ShutterstockASCI satisfaction: 79 percent
Pissed Consumer stars: 1.6
Trustpilot stars: 1.5
Dissatisfaction Index Score: 58.23
24 | Belk
ShutterstockASCI satisfaction: 78 percent
Pissed Consumer stars: 2.0
Trustpilot stars: 1.8
Dissatisfaction Index Score: 58.35
23 | Dillard’s
ShutterstockASCI satisfaction: 78 percent
Pissed Consumer stars: 2.1
Trustpilot stars: 1.7
Dissatisfaction Index Score: 58.35
22 | JCPenney
ShutterstockASCI satisfaction: 78 percent
Pissed Consumer stars: 2.2
Trustpilot stars: 1.5
Dissatisfaction Index Score: 59.19
And for more things to avoid when holiday shopping this year, here are some Sneaky Ways Retailers Are Tricking You to Overspend Right Now.
21 | Home Depot
ShutterstockASCI satisfaction: 78 percent
Pissed Consumer stars: 2.1
Trustpilot stars: 1.5
Dissatisfaction Index Score: 60.02
20 | Michaels
ShutterstockASCI satisfaction: 77 percent
Pissed Consumer stars: 2.1
Trustpilot stars: 2.2
Dissatisfaction Index Score: 60.14
19 | Lowe’s
ShutterstockASCI satisfaction: 78 percent
Pissed Consumer stars: 2.0
Trustpilot stars: 1.5
Dissatisfaction Index Score: 60.86
18 | PetSmart
ShutterstockASCI satisfaction: 78 percent
Pissed Consumer stars: 2.0
Trustpilot stars: 1.5
Dissatisfaction Index Score: 60.86
17 | Petco
ShutterstockASCI satisfaction: 77 percent
Pissed Consumer stars: 2.1
Trustpilot stars: 1.6
Dissatisfaction Index Score: 65.16
And for an update on what you can't buy here anymore, check out Petco Just Took This Controversial Product Off Its Shelves.
16 | Staples
ShutterstockASCI satisfaction: 77 percent
Pissed Consumer stars: 1.9
Trustpilot stars: 1.8
Dissatisfaction Index Score: 65.16
15 | CVS
ShutterstockASCI satisfaction: 77 percent
Pissed Consumer stars: 2.0
Trustpilot stars: 1.4
Dissatisfaction Index Score: 67.66
And if you're hoping to get a COVID vaccine here, find out When the COVID Vaccine Is Coming to Your Local Pharmacy.
14 | Fred Meyer
ASCI satisfaction: 74 percent
Pissed Consumer stars: 2.6
Trustpilot stars: 2.9
Dissatisfaction Index Score: 68.02
13 | Burlington
ShutterstockASCI satisfaction: 76 percent
Pissed Consumer stars: 1.9
Trustpilot stars: 2.0
Dissatisfaction Index Score: 69.45
12 | Best Buy
ShutterstockASCI satisfaction: 77 percent
Pissed Consumer stars: 1.8
Trustpilot stars: 1.3
Dissatisfaction Index Score: 70.17
And for more on information about you that retailers currently have, here are 15 Shocking Things Retailers Already Know About You.
11 | Albertsons
ShutterstockASCI satisfaction: 75 percent
Pissed Consumer stars: 2.3
Trustpilot stars: 2.2
Dissatisfaction Index Score: 70.41
10 | Dick’s Sporting Goods
ShutterstockASCI satisfaction: 76 percent
Pissed Consumer stars: 1.7
Trustpilot stars: 1.8
Dissatisfaction Index Score: 72.79
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9 | Rite Aid
ShutterstockASCI satisfaction: 75 percent
Pissed Consumer stars: 1.7
Trustpilot stars: 1.8
Dissatisfaction Index Score: 72.91
8 | Kmart
ShutterstockASCI satisfaction: 75 percent
Pissed Consumer stars: 2.1
Trustpilot stars: 2.0
Dissatisfaction Index Score: 73.75
7 | Walgreens
ShutterstockASCI satisfaction: 75 percent
Pissed Consumer stars: 2.2
Trustpilot stars: 1.7
Dissatisfaction Index Score: 75.42
6 | Office Depot
ShuterstockASCI satisfaction: 76 percent
Pissed Consumer stars: 1.7
Trustpilot stars: 1.4
Dissatisfaction Index Score: 76.13
5 | Dollar General
ShutterstockASCI satisfaction: 73 percent
Pissed Consumer stars: 2.6
Trustpilot stars: 2.3
Dissatisfaction Index Score: 79.00
4 | GameStop
ShutterstockASCI satisfaction: 75 percent
Pissed Consumer stars: 1.7
Trustpilot stars: 1.3
Dissatisfaction Index Score: 82.94
And for more bad news about the video game retailer, check out This Legendary Chain Is Closing Over 1,000 Stores by March.
3 | Walmart
iStockASCI satisfaction: 74 percent
Pissed Consumer stars: 2.2
Trustpilot stars: 1.5
Dissatisfaction Index Score: 83.05
And for more items that are being added to the big box retailer's shelves this year, here's what Walmart Is Now Selling This For the First Time.
2 | Big Lots
ShutterstockASCI satisfaction: 79 percent
Pissed Consumer stars: 1.6
Trustpilot stars: 1.5
Dissatisfaction Index Score: 85.68
1 | Sears
ShutterstockASCI satisfaction: 72 percent
Pissed Consumer stars: 1.9
Trustpilot stars: 1.2
Dissatisfaction Index Score: 100.00
Sears may have the worst customer service in America, but this state tells the most lies. Check out This Is the Most Dishonest State in America to find out which one it is.
