Tesla shifted to selling cars entirely online in 2019. Now, some established automakers, like Ford, are talking about taking a similar approach.
OpenSea, one of the highest-profile crypto start-ups, is facing a backlash over stolen and plagiarized nonfungible tokens.
How much should the middleman get?
Customer service chatbots may finally become more intelligent, more conversational and more helpful.
Consider the case of an online retail bully who appears to keep harassing his customers.
With names like Solace, Tulip and Eirene, start-ups are hoping to make cremation the next big at-home purchase.
In our anger-filled age, when people need to shop or travel or cope with mild disappointment they’re “devolving into children.”
Plus, some small glimmers of hope.
Ride-sharing rests on a promise of safety. What if one side isn’t keeping up their end of the bargain?
It’s been a familiar and infuriating story during the pandemic: Hours waiting for an agent only to have the call dropped. The ordeal of rescheduling canceled flights. Delayed refunds. What gives?
Some companies haven’t been raising prices. Instead, they’ve been cutting back customer services and conveniences, but how should that be measured?
While reputable options exist, the robocalls are almost certainly scams, an industry group warns. And for consumers who feel they have been ripped off, there is no guarantee anyone will help.
Aggressive overdraft fees are worth tens of billions of dollars a year to the banking industry. Account holders are finally getting some better options.
Evictions of some popular products tell us a lot about untrustworthy internet reviews.
Inside the war between a very powerful company and a very stubborn franchisee, complete with threats, spies and videotape.
Being “online” in the pandemic, many chefs learned, meant much more than having an Instagram account.
The company, which started blocking middle seat bookings in April 2020 to give passengers peace of mind, is the last of the four big U.S. airlines to get rid of the policy.
As Coinbase prepares to be the first major cryptocurrency company to go public, it is struggling with basic customer service, users said.
The restaurant industry is in crisis. But some see how bad things are for servers — including “maskual harassment” — as a unique chance to make life better.
Vlad Tenev has incited the fury of the trading app’s fans amid a stock market frenzy. His lack of preparedness on nuts-and-bolts issues was part of a pattern, former employees and analysts said.
The same legalese that can ban Donald Trump from Twitter can bar users from joining class-action lawsuits. It’s time to fix the fine print.
Nestlé Prepared Foods said the product might be contaminated with “extraneous materials,” including glass and hard plastic.
A Norwegian group filed a complaint with regulators, saying Amazon had deliberately made it difficult to end memberships to its Prime service. Groups in Europe and the U.S. back the effort.
Bed Bath & Beyond’s plus-size mailer, known as Big Blue, has made it to TV, eBay, even a mobster’s kitchen drawer. “The poor mailmen,” the company’s former marketing V.P. said, “what we did to them.”
Millions of investors have turned to Robinhood in recent years, lured by a sales pitch of no trading fees. The charges announced on Thursday apply to Robinhood’s disclosures from 2015 to late 2018, the regulator said.
The biggest U.S. retail trade group will offer the Covid-19 Customer Conflict Prevention credential to help de-escalate disputes.
People are getting defrauded as they turn to Square’s Cash App and PayPal’s Venmo to do more online banking in the pandemic.
Consumers are probably entitled to millions of dollars in rebates under Obamacare rules that cap companies’ profits.
The company had previously said the names of international-themed products that were intended to promote inclusiveness, such as Trader José and Trader Ming’s, “may now have the opposite effect.”
A number of large retailers have said that all customers must wear masks, but some employees have been told they cannot force those who refuse.
Employees past and present are challenging management, saying the company’s ethical image was an illusion.
The future of the cruise industry remains very unclear, so it’s not totally unreasonable to be anxious about what next spring will look like.
Here we are, wondering aloud about the oversight capabilities of hotel franchises, and what powers they can exert over their thousands of individual owners. Thanks Covid-19.
Companies like the stock-trading app Robinhood can seem not just careless but also predatory.
Black customers risk being racially profiled on everyday visits to bank branches. Under federal laws, there is little recourse as long as the banks ultimately complete their transactions.
In response to rising anxiety over the coronavirus, the shoe retailer Zappos started a customer service line that people can call for anything — even to chat.
Business cratered at Booking Holdings, the online travel giant. Then its chief executive found out he was sick, too.
Broadband companies like Charter and Comcast vowed to help low-income people during the pandemic. But taking them up on the offer hasn’t always been easy.
Sales are down leading up to this Mother’s Day, though candles and room sprays are doing OK. As some stores reopen, an industry ponders how to spritz safely.
Companies caught short by the pandemic are hiring from a pool that was already prepared to handle a surge in phone traffic away from offices.
Some businesses seeking coronavirus loans got to avoid flaky online portals or backed-up queues. Many other small businesses couldn’t get their loan requests submitted before the money dried up.
Some loyalty programs are extending customers’ elite status, lengthening expiration dates on rewards and more. Here’s how to navigate them.
Sometimes products are in stock. Sometimes they aren’t. And delivery times vary widely. A virus-fueled surge in orders has created chaos behind the scenes, and confusion for customers.
In this week’s column, Sarah Firshein investigates the ever-changing refund policies offered by travel companies.