ConsumerReports.org - Trouble with recalls, Ratings: Online recall information 8/04

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In this report: Overview; Ratings; Truants and fines; What you can do

August 2004

Web-site winners and losers

We chose 15 major manufacturers and retailers in the U.S. that have made or sold goods that were recalled within the past few years. Then we visited their Web sites and judged the quality of the recall information they provided. As a rule, the government does not require companies to post recall information online, but those that do, and do it well, should be commended. As the Quick Ratings reveal, we found considerable differences. In general, juvenile-product makers such as Kolcraft were most thorough, with easily searchable sites and plenty of detailed information--including photographs--to help you identify products. Sometimes you can order repair kits online. But we found no online recall information whatsoever from two retailers. As a result of our study, we plan to publish periodic assessments of online recall information available from companies whose products appear on our Recalls page.

Overall score is based on the clarity, thoroughness, and accessibility of recall information as of early June 2004. Companies with identical scores are listed alphabetically. We excluded auto manufacturers, since most make you register as an owner and enter your vehicle identification number to find out whether your car has been recalled. As a group, carmakers rarely post recall announcements on the public portions of their Web sites. Among those we visited, only Toyota listed press releases about problem products where any visitor could see them. Comments note what our searches revealed.

Quick Ratings: Online recall information

Within categories, in order of overall score.

Better Worse

Company	Overall score	Comments
MANUFACTURER
Fisher-Price (children's products)		Home page had direct link to recalls. Items were in chronological order. Guide to identifying suspect products, their problems, and what to do.
Kolcraft (children's products)		Full of clear, concise, detailed information. Home page had direct link to recalls, which were listed by product type. Model and serial numbers, pictures, and label cross sections helped identify suspect products.
Black & Decker (tools, small appliances, outdoor equipment)		Clearly presented information. Home page had direct link to recalls for tools and outdoor equipment. For other products, you visit their site, which is a bit confusing.
Graco (children's products)		Link to recalls from “customer” and “product support” pages. Information on recalls was listed by product type. Guide defined problem, identified suspect models, and said what to do.
DeWalt (tools)		Info found by typing “recall” in the search box. Once found, information was clear and informative, often with pictures and enlargements to show where to find the model number.
GE (appliances)		No direct link to recalls. Once found, through the search engine, information was clear, with pictures and guides to help identify problem products and instructions on how to proceed.
Sony (electronics)		Home page offered no hint of where to find recalls. To find one we knew of, we checked CPSC's database, found a link to Sony’s online computer support, and saw the recall. Once found, information was clear.
RETAILER
Wal-Mart		Home page had direct link to recalls. Clear, concise, well-organized information. Most recall listings link to manufacturers’ sites.
Sears		Home page had direct link to all Sears recalls, in chronological order. Information was concise and in narrative form, with link to CPSC for further details. But no photos, and search engine was largely ineffective.
Toys'R'Us		Direct link from home page provided recall information in somewhat unfriendly run-on text. Search engine was inefficient. Information limited to recent recalls. Oddly, some recall listings have short promotional blurbs about the product.
Circuit City		No direct link to recalls; accessible only through Help menu. Nice layout once there. Statement we saw said, ”We have not been informed of any current manufacturer recalls.” When we asked about a late-2003 recall of TV stands sold there, a spokeswoman said all buyers had already been notified by mail. Info online as well would be better.
Rated : Lowe’s and Sports Authority sites offered no recall information at all. Best Buy and Home Depot had only a link to the Consumer Product Safety Commission’s home page, though Home Depot promised recall information “soon.”