Holidays Bring Joyful and Frustrating Customer Service for Online Shoppers (Part 2 – Email Support)

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Note: this is the second in a three part series looking at the customer service performance of the top 25 online retailers during the 2011 Black Friday through Cyber Monday weekend. View Part 1 (Phone Support) and Part 3 (Live Chat Support) for a complete view on how the largest online retailers cared for customers during the big shopping holiday.

According to Forrester, 55% of online shoppers use email when attempting to solve a customer service problem.  Most consumers expect relatively quick responses to email inquiries. In fact, if you’re shopping online and have a question, what’s the point of sending an email if the company doesn’t get back to you for days? The product, special deal or issue in question may no longer be relevant by the time you get a reply.

To give shoppers a better idea of which stores plan to keep you in the loop and which stores are likely to dismiss your message into the email abyss as you do your online holiday shopping, STELLAService …

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Back to school? Shop at


It’s that time of year again when millions of people, young and old, are racing to prepare for the first day back to school. For many, this is an exciting time, when personal aspirations meet opportunity and anything seems possible.

However, we know that this is also an anxious and nerve-racking time, when the “to-do” list seems to command all the attention. At STELLAService, we understand that students (and parents, of course) have enough to worry about, so we wanted to help by evaluating the Internet’s biggest one-stop shops for hassle-free back-to-school shopping.

We evaluated 15 of the Internet’s leading online retailers, including Amazon, Costco, Walmart,, and We measured the retailers according to six best practices exemplifying both speed and convenience during the back-to-school crunch, including shipping, returns, and payment options.

We’re excited to share these results below: offers the most hassle-free …

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