Complaint Experience
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Complaint Resolution Index (CRI)
Complaint Resolution Index (CRI) Explained
The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.
A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.
BCA's Summary and Analysis:
Complainants allege issues related to delivery, product quality, misrepresentation, refunds, returns, and customer service. Specifically, complainants allege extensive delays or non-delivery of orders, sizes are incorrect, receipt of incorrect items, or misrepresented items order information is unavailable and inability to reach customers service. Some complainants allege support tickets are not answered, calls to customer service are unaswered or reach a busy signal. Others allege they only receive partial refunds instead of full refunds for items that are never delivered.
The company responds to some complaints by shipping orders or providing information on the order status, issuing partial refunds, or stating they have contacted the consumer to resolve issues.
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