Beware the Online Shopping Accidental Double Click

Interestingly, your complaint about NoMoreRack’s customer service wasn’t the only one we found – not by a long shot. The Better Business Bureau has received 2,575 consumer complaints about the company, dealing with such things as product quality, customer service, delivery, sales and billing, and gives the company at “D-minus” rating. There are lots of consumers complaining on other online complaint boards, too.

Schneider acknowledged the rash of complaints and blamed the company’s fast growth and a busy holiday season, in which he said sales grew five-fold. The company last week announced that it was beefing up its customer service department, including adding 35 agents to monitor social media interactions with consumers. Schneider said the company is also working to make sure that the manufacturers it works with are filling orders in a timely manner. (Merchandise doesn’t come from NoMoreRack, which does not keep inventory on hand.)

Meanwhile, here are some tips for the rest of us who shop online:

Do your research: How long has the company been in business? What is its physical address? Where do they source what they sell? What do customer reviews say?

Understand the cancellation policy: Under what conditions can you get a refund? Will it be cash or store credit? Who pays to send back the item? Do you need a return authorization number before you make a return?

Use credit, not debit: If you have a billing dispute that you can’t resolve with the merchant, contact your credit card issuer ASAP and be ready to give specific details about what happened. Credit cards offer greater protection in cases of fraud or identity theft – another reason to always use credit when shopping online.

- The ABC News Fixer

Got a consumer problem? The ABC News Fixer may be able to help. Click here to submit your problem online. Letters are edited for length and clarity.

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