A Consumer Reports Secret Shopper Shares Advice for Getting Better Customer Service
Consumer Reports employs three full-time "secret shoppers" including John (not his real name, of course), who buys most of the products we test, including appliances, tech products, and mattresses. John has been shopping for CR for 30 years. He regularly deals with service reps when there are delivery problems or when products arrive with broken or missing parts. Here are his top tips for getting the best customer service:
Get Prepped
Before you contact customer service, gather the necessary paperwork. You’ll probably need your order number, account number, the date the transaction took place, and perhaps the warranty. In the case of appliances, you’ll also need the serial number.
Don’t Show Up at a Store Right Before Closing Needing Help
You’ll typically get the best in-person customer service if you arrive just after the store opens. "I will only go to Walmart before 10 a.m. if I need help with something," John says. "Later in the day, it’s just a zoo."
Keep the Packaging
Some stores won’t take items back unless you have all of the original packaging materials. So keep them on hand for as long as possible.
Editor’s Note: This article also appeared in the November/December 2023 issue of Consumer Reports magazine.
