2013 Customer Service Hall of Fame

The 10 companies most often credited for 'excellent' service in our annual survey share a similar focus -- and results that suggest focusing on customers pays off.

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318Comments
Jul 18, 2013 5:00AM
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I love shopping with Amazon.com. I have never had a problem with anything and I have been shopping for years on this website. Orders are shipped and delivered fast and I trust them.
Jul 18, 2013 8:31AM
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The best OUR POLICY sign I've seen posted in a business read:

 

THE CUSTOMER IS NOT ALWAYS RIGHT.

WE ARE NOT ALWAYS RIGHT.

THROUGH OUR DIFFERENCES, WE CREATE HARMONY.

 

In my 35 years of working with hundreds of customers each day, I have come to realize that little spoiled brats often age into big spoiled brats.

Jul 18, 2013 4:35AM
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I absolutely prefer shopping at Lowe's over Home Depot.  The employees either disappear or stand around chit chatting with each other at the Home Depot in my area.  On the flip side, there are three Lowe's in my area and I will gladly drive to one of them to do my home improvement shopping.  Noticeable increase in customer service in the past few years.  Way to go Lowe's ... nice to see your name in the top 10!

 

Have been dealing with UPS in both personal and professional situations for years.  Have nothing but positive things to say about them.  The drivers are friendly and my deliveries and pickups have always been on time.  Very efficient company and my delivery company of choice.

 

I had Comcast, horrible service.  Had Time Warner, horrible as well.  I currently have Directv and can't wait until my contract is over so I can ditch them as well.  Aren't there any good cable/satellite companies out there?  Cox keeps hitting me up with specials ... at least they're not on the Shame list.  Might have to try them next.

 

I'd like to know what happened to American Express.  They used to be tops in customer service and satisfaction.  Such a shame that that's changed so drastically!

 

Absolutely love dealing with Amazon.  Talk about no hassle ordering and returns.  What a turn around this company has made over the past years!

Jul 18, 2013 9:39AM
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It's not the companies that give good customer service.  It's the people they hire.  Get a decent human being that has job pride and they will make the company look good every time.
Jul 18, 2013 8:26AM
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Amazon is truly the best example of customer service.  They make everything easy, even returning extremly large items. 
Jul 18, 2013 5:32AM
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 A lot of he UPS drivers in my area have a habit of leaving packages on the front step and walking away without so much as ringing the doorbell.  It's inches away from their hands, but they can't be bothered.  I'va actually found packages that have been on the step overnight.  There's no excuse for this shoddy "customer service."
Jul 18, 2013 7:23AM
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Having UPS on this list is ludicrous. 
They manage to damage many of our shipments. No matter what we do to protect our goods including foaming in place, stuff is constantly broken. And then comes the insane battle with them over fault. Unless a customer insists, we no longer use them on outbound shipments.
Unless you're shipping a blanket to grandma, find another way.
Jul 18, 2013 6:17AM
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UPS destroyed a package I had sent from Arizona to Illinois. Their reaction when called "The insurance you purchased is void if you pack the item yourself". Not once was I told this when they sold the insurance. 4 months, numerous emails, still nothing for destroying a family heirloom. UPS, NO WAY! I'ld take a chance with the USPS blindfolded first. 
Jul 18, 2013 8:00AM
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I actually prefer UPS and FedEx leaving the package at my door, compared to receiving a note informing a package is available at the post office for pickup. Sometimes when I go to pick up a package they'll inform me it is still on the vehicle and I kindly joke the note they left says available after 9am today. I once ordered live fish and they insisted I track down the carrier even.

I still use and support USPS as long as they keep these small town branches open. I support the tests they give their applicants, a basic postal delivery IQ test, Veterans get a few extra points for serving our country. I'm not a Veteran but still like the idea employers promoting the idea the most qualified actually do get the job. And it makes the applicants and employees feel they themselves are in control of their determination for getting a job. 

Jul 18, 2013 9:56AM
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How did Costco not make the top 10?
Jul 18, 2013 8:35AM
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Seriously UPS..? Over charge, costs more than USPS and gets there slower.. Ever have anythingbroken (even if it was insured..?) Sent a windshield in a plywood box, well packaged and everythign. OBVIOUSLY the box was dropped by UPS.. $500 windshield, $175 shipping.. UPS refunded $75 !!!! and only after HOURS on the phone.. They simply are the WORST in customer service.. If you dont have a problem with them.. then I guess they are great.. have a single problem with them or double check your billing.. well thats a different story. 
Jul 18, 2013 7:39AM
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I've found the best thing that ever happen to Home Depot was Lowes. From the very start, Lowes customer service rocked while HDs employees let you wander the store with no help at all. Now, both Lowes and Home Depot get an A+ from me. I'm in or the other several times a week and have no complaints of either. Love the idea that you can return unused and broken items with no hassel whatsoever.
Jul 18, 2013 8:48AM
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UPS as a customer service leader? Wait till they break a well packed item you had them ship. Even if you pay extra for the insurance, the best they tell you is to go pound sand with the same excuse every time, "it must not have been packaged right".
Jul 18, 2013 7:05AM
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I'm flabbergasted that UPS is one of the best.  I have never had a good experience with them - they have said they tried to deliver a package, but never rang the bell, failed to pick-up a package at a time they said they would and delivered a package that had obviously been damaged in transit.  I will never choose them for anything....ever.
Jul 18, 2013 9:44AM
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how in the world did UPS make the list at all, but beat out FEDEX?? UPS is the worst at screwing up deliveries and their customer service doesn't care at all... I've had so many problems with them its ridiculous!
Jul 18, 2013 5:25AM
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You have to be kidding about Samsung. Had a problem with one of their DVD players.. Had to send it back to be serviced. They were supposed to contact me about the repairs to get more information as to what the problem was. Never heard from them. The DVD player. was sent back to me with no comment about what they had done to repair it. Tried to contact their repair service, but no luck. They also have a flaky network that goes down. When you contact them all they can tell you is they are working on the problem, but can't tell you when it might be fixed. Their customer service phone system keeps transferring you from one person to another until you finally give up. I won't be buying anymore products from them.
Jul 18, 2013 7:40AM
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I would like to add an honorable mention...REI.  The people that work there are so helpful and you can tell they enjoy their jobs.  That only happens when the company they work for takes care of them.  If you have a problem with any product, they stand behind it and do not hassle you or throw policy in your face.  
Jul 18, 2013 8:27AM
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I would agree that UPS and their package delivery leaves something to be desired.  I have known them to drop a a package off requiring a signature but do not collect a signature.  The drivers whole job is to drop off pakcages, of course, collecting a signature takes way too much time. 
Jul 18, 2013 4:36AM
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UPS, has the most efficient network, in delivering packages across the globe, I sell sneakers on ebay and get nothing but rave reviews from customers on how fast they receive their package. Go teamsters. The post office has gotten better, but I have to supplement them with my tax dollars, they don't have to make a profit. UPS and FedEx does, or they will be out of business.
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