Top 49 Customer Complaints Businesses Receive and How to Address Them

Hey all! I wanted to provide you with a list of the top 49 customer complaints businesses receive and how to address them specifically so you can work through them and attempt to prevent them all within your business!

So here is a comprehensive list of customer service issues likely to show up in customer feedback, so that you can start resolving customer complaints today. Take this post as a step in your business complaint management process and put things into place to prevent as many as possible.

This post is all about the Top 49 Customer Complaints Businesses Receive and How to Address Them.

Common Customer Complaints

Let’s face it, customer complaints are inevitable, but there is no reason why you can’t work on your business to try and prevent as many as possible. This is an opportunity to improve your services and make your business more reliable to your customers than ever before. I’ve compile a list of 49 complaints, along with tips on how to address them effectively.

Issues with Products or Services

• 1. Product arrived damaged – Invest in quality packaging to ensure safe delivery. Keeping being green in mind.
• 2. Item not as described – Provide clear, detailed product descriptions and images. Ask others if they understand your description.
• 3. Service not meeting expectations – Manage customer expectations with clear communication. Be honest and upfront with what you will be providing, including timescales.
• 4. Defective products – Streamline your return and replacement process. Maybe consider providing free returns?
• 5. Poor product quality – Ensure quality control checks at every stage and materials used to design the product are sufficient.
• 6. Late delivery – Use reliable shipping partners and offer tracking updates.
• 7. Hidden costs – Be transparent about all fees and charges upfront. Keep customers happy, they don’t want surprise extra costs.
• 8. Out-of-stock items – Keep inventory updated online and offer alternatives. Allow for waitlists for products.
• 9. Unclear instructions – Include easy-to-follow guides or tutorials on a dedicated support page for each product.
• 10. Service delays – Apologize promptly and keep customers informed. Communication is key, use website banners for messages or email customers to keep them in the loop.

Customer Service Shortcomings

• 11. Unhelpful staff – Train employees in empathy and problem-solving. Provide them with customer service training to boost there service that you provide. This is a good idea every year as a refresher.
• 12. Rude customer service – Implement customer service etiquette training. If someones having a bad day, assign them another task and not customer service.
• 13. Difficulty reaching support – Offer multiple contact options and ensure availability. Route them all to a service desk software to ensure the messages are not missed.
• 14. Long wait times – Use chatbots or self-service tools for quicker resolutions. Don’t forget to program the chatbot to work well, theres nothing worse than a chatbot that sends you round and round in circles.
• 15. Agents lacking knowledge – Regularly update your team with product and policy changes. Training is key! Ask agents to create knowledge articles (userguides) on how to resolve the common issues and link this to the tickets on the service desk. Having a system of knowledge articles will create a library of knowledge for agents to look into when they are stuck resolving an issue.
• 16. No follow-up on complaints – Establish a system for tracking and following up on issues. Ensure customers are happy after you have resolved their issue, sometimes issues can persist or something else may have occurred since the solution has been put into place.
• 17. Complicated processes – Simplify procedures for returns, refunds, or inquiries. The simpler the better!
• 18. Inconsistent service – Maintain uniform training across all teams and locations. Evem down to keeping internal documentation in a central place.
• 19. Lack of resolution – Empower staff to resolve issues without unnecessary escalation. Use a knowledge base library to empower agents to know how to resolve issues themselves.
• 20. Automated responses with no human follow-up – Balance automation with personal touches. Not only that, personalise your automated responses so they don’t sound robotic!

Billing and Payment Problems

• 21. Incorrect charges – Double-check invoices before issuing them. If a customer says its wrong, check first before denying.
• 22. Refund delays – Process refunds promptly and keep customers updated. Noone likes to wait around for their money back.
• 23. Overcomplicated billing statements – Use clear, concise language in billing documents. Customers should’nt have to contact for an explanation.
• 24. Payment not processed – Offer diverse payment methods and troubleshoot issues quickly.
• 25. Unauthorized charges – Implement strict security measures for transactions. Make sure they are visible and the customer is expecting it.
• 26. Lack of payment options – Add flexible options like digital wallets or installment plans. Accessible from Android and iOS.
• 27. Hidden cancellation fees – Clearly outline fees before transactions are finalized. Be super clear!
• 28. Subscription renewal without notice – Send reminders for renewals with clear opt-out options. Several email notices leading up to a renewal can help.
• 29. Difficulty cancelling subscriptions – Make cancellation processes straightforward and ask for feedback.
• 30. Unclear billing policies – Publish billing FAQs to avoid confusion. Add a link to your invoice email.

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Communication Gaps

• 31. No response to inquiries – Aim for quick response times and set realistic expectations. Set a standard and keep to it. For example initial response within 24 hours for example, resolution within 5 working days.
• 32. Not listening to customer needs – Actively listen and show empathy during interactions. Don’t assume that you know what needs fixing or what they want, LISTEN!
• 33. Generic responses – Personalize your replies to make customers feel valued. This is super easy with email ‘variables’ such as [#FNAME] look into this with your email marketing provider and/or service desk software provider.
• 34. Conflicting information from staff – Ensure consistency through internal communication tools. Having knowledge articles to guide staff will keep them all on the same page.
• 35. Not keeping promises – Follow through on commitments or explain delays transparently.
• 36. Lack of updates – Regularly communicate order or service status to customers. Set a standard and keep to it, for example update the customer at least every 2 working days.
• 37. Complicated language – Use clear, customer-friendly language in all communications. No accronyms, internal business terms or slang.
• 38. No contact options listed – Clearly display contact information on all platforms. Use an automated message on social media to notify your customer of this information.
• 39. Ignoring feedback – Show customers their feedback is valued by implementing changes. See how to gather feedback here.
• 40. Overuse of jargon – Avoid technical terms unless necessary and provide explanations. There is nothing worse than an agent trying to sound intelligent and completely confusing the customer.

Brand Perception Issues

• 41. Feeling undervalued – Reward loyalty with discounts or personalized offers. Anything you can afford as a business to thank your customers.
• 42. Unethical practices – Be transparent about your business practices and values.
• 43. Invasion of privacy – Respect customer data and adhere to privacy laws. Don’t forget about GDPR and make sure you have a privacy policy available.
• 44. Lack of social responsibility – Engage in community initiatives to improve public perception.
• 45. No acknowledgment of loyal customers – Create rewards programs to build loyalty, this gives customers an incentive to stick around.
• 46. Too many marketing emails – Allow customers to customize email frequency. You don’t want to annoy them with too many emails about a product they don’t want.
• 47. Unclear brand messaging – Ensure branding aligns with your audience’s values and your own values.
• 48. Overpromising and underdelivering – Be realistic about what your business can provide. You are better to overdeliver and faster than the customer is expecting.
• 49. Unresponsive on social media – Monitor and reply to social media comments promptly.

AND one for good luck!

50. Lack of innovation – Stay ahead of trends to keep your offerings fresh and relevant. This is a perfect way to keep a competitive advantage.

Final Thoughts

Customer complaints are opportunities to make your business better! Remember not to take it personally, but I know its harder than that. By reviewing common customer complaints, you are proactively improving your business and reducing the likelihood of an unsatisfied customer.

Stay ahead of your competition by completing this list! Next have a look at the 5 Mistakes You Make With Frustrated Customers!

This post included my Top 49 Customer Complaints Businesses Receive and How to Address Them.