Consumer Reports: Who's Getting a Lump of Coal?

Consumer Reports has released its first-ever “naughty & nice” list, composed of companies that have either a great or ghastly customer service policy as determined by in-house journalists. Among the companies on the nice list: Southwest for checking two pieces of luggage (including skis and other bulky items) at no charge, and Orvis, for giving shoppers the option of calling to speak with a human customer service rep in addition to online query methods.

On the not-so-nice list: Macy’s, for charging as much as $23.95

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