A compilation of post-holiday consumer feedback found a surprisingly large number of consumers complaining about some of the Internet's leading e-commerce players. PlanetFeedback.com, a consumer feedback Web site, found significant increases in the levels of complaints sent to companies with "sterling reputations" for customer service. Retailers including Amazon.com, Target and eToys, which PlanetFeedback says normally receive far fewer complains than competitors, posted dramatic increases in complaints over the holidays. Of the 60,000 letters shifted through PlanetFeedback.com, Amazon.com's percentage of complaint letters jumped 45%; Target complaints increased 23% and eToys complaints more than doubled. In contrast, Nordstrom saw its complaints decrease by 9 percent over the holidays; Toys 'R' Us and Best Buy were unchanged. Wal-Mart, which receives more letters from PlanetFeedback users than any other company, saw a slight 4% increase in complaints.
Copyright January 2001, Crain Communications Inc.