This Online Store Has the Worst Customer Service in America

From Amazon to eBay, consumers weigh in on their best—and worst—online shopping experiences.

circle

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

iPhone showing Amazon apps
Shutterstock

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

And if you're a Prime member, then check out The 50 Best Amazon Gifts Under $50.

24
Etsy

Etsy website on laptop
Casimiro PT / Shutterstock.com

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

Costco Website
Shutterstock

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

And if you're a fan of Costco, beware that Costco Is Removing This From All of Its Stores in February.

22
Nordstrom

Nordstrom website
Casimiro PT / Shutterstock.com

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

Nike website
Casimiro PT / Shutterstock.com

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

And if you're fitness focused in 2021, make sure to check out The Most Hated Gym in America.

20
Shutterfly

Shutterfly iPhone app
Postmodern Studio / Shutterstock.com

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

HP online store
Gil C / Shutterstock.com

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

Kohl's website and smartphone app
rafapress / Shutterstock.com

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

Newegg website
Casimiro PT / Shutterstock.com

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

target mobile app on smartphone
Shuttertsock

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

And if you're a fan of exclusives from the bullseye brand, check out 20 Must-Haves From Chrissy Teigen's Kitchen Collection.

15
Macy's

Macy's online
Casimiro PT / Shutterstock.com

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

Groupon website
Casimiro PT / Shutterstock.com

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

eBay
Shutterstock

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

And more exclusive rankings delivered straight to your inbox, sign up for our daily newsletter.

12
Stitch Fix

Stitch Fix mobile app
rafapress / Shutterstock.com

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

overstock website
Shutterstock/Jarretera

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

Wayfair website
Casimiro PT / Shutterstock.com

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

Home Depot mobile app
Piotr Swat / Shutterstock.com

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

Lowe's mobile app
Piotr Swat / Shutterstock.com

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

Gap website on laptop
Casimiro PT / Shutterstock.com

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

Staples website on laptop
Casimiro PT / Shutterstock.com

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

Best Buy website and hand holding a credit card
rafapress / Shutterstock.com

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

QVC Website
Casimiro PT / Shutterstock.com

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

Walgreens website on a laptop
Casimiro PT / Shutterstock.com

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

GameStop website on laptop
Casimiro PT / Shutterstock.com

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

Sears website on laptop
Casimiro PT / Shutterstock.com

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.

Filed Under
Best Life
Live smarter, look better,​ and live your life to the absolute fullest.
Get Our Newsletter Every Day!
Enter your email address to get the best tips and advice.
close modal
close modal
GET YOUR FREE GIFT
SUBSCRIBE