Consumer Reports Naughty and Nice list of retailers

November 19, 2012

This time of year, whether you're madly shopping, traveling for the holidays, or looking for a good hotel, Consumer Reports says some companies make life a lot easier. Others don't. That's why it's compiled its annual "Naughty and Nice" list.

"It's looking at company policies, and in some cases practices, to see if we like them or not, based on how consumer-friendly they are," said Consumer Reports' Tod Marks.

Nordstrom lands on this year's "Nice" list, with the site offering free shipping and free returns on "orders of every size."

And how about those presents you really don't like? Kohl's "No Questions Asked -- Hassle Free" returns policy online and in stores is something many of its competitors don't offer. It applies to all purchases, and there are no time restrictions.

But other companies' return policies could leave you with a big lump of coal. For instance, Tiger Direct has a laundry list of conditions you have to meet. And if you don't:

"They can hit you with a restocking fee of up to 25 percent. That's more than most other companies charge," Marks said. For travelers, two airlines landed on the Naughty list, including Delta.

"When I bought a round-trip $248 non-refundable fare, Delta offered me the chance for 'peace of mind' to upgrade to a refundable fare for $737, nearly triple that of my original fare," Marks said.

And while Spirit Airlines offers low fares, if your carry-on bag won't fit under the seat, the airline charges as much as $100.

However, if you're looking for a place to stay, the moderately priced Drury hotels are pretty "nice" indeed.

"Drury hotels really live up to their motto, 'The extras aren't extra," said Marks.

Included in the price of a room: hot food in the morning and at night, and free Wi-Fi.

Consumer Reports says Home Depot has a "nice" policy when it comes to major appliances like refrigerators and stoves. It will haul away your old appliance after setting up your new one eliminating the hassle of your finding someone to take it away.

All Consumer Reports Material Copyright 2012. Consumers Union of U.S. Inc. ALL RIGHTS RESERVED. Consumer Reports is a not for profit organization which accepts no advertising. It has no commercial relationship with any advertiser or sponsor on this site. For more information visit

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