IKEA, Best Buy And Amazon Make ’25 Worst Companies To Call’ List

Being stuck on hold is a drag at any time of the year, but it’s particularly irksome during the holidays, when demands on consumers’ time multiply. So it’s not good news that complaints about long hold times tripled over Cyber Monday and have remained high since then, according to data from the web site, the brainchild of cloud-based call-back solution Fonolo.

The site, which scans Twitter for on-hold complaints, has published its list of the Top 25 Worst Hold Time Offenders of 2016, and several well-known retail and hospitality brands are on this dis-honor roll. The site found that out of 600,000 tweets containing the phrase “on hold with,” 25 companies were the most frequently reported — and Apple took the number one spot.

Others in the sector included:


PayPal (in the #12 spot); IKEA (#13); Best Buy (#18); Domino’s (#21); and Amazon (#25).

The rest of the list is populated with many of the usual suspects, including telecom companies, airlines, cable TV providers, and everyone’s favorite government whipping boys, the Internal Revenue Service and the Department of Motor Vehicles.

“These organizations are letting loyal customers slip through their fingers because of long hold times,” said Daniela Puzzo, Marketing Director of Fonolo, in a statement. “Hopefully these new findings will motivate companies to rethink how they deliver customer service.”

0aholidayhubThe complete list follows:

1. Apple

2. Verizon

3. Bank of America

4. Comcast

5. Sprint

6. Southwest

7. United

8. Delta

9. IRS

10. AT&T

11. Expedia

12. PayPal

13. IKEA

14. T Mobile

15. DirecTV

16. American Airlines

17. DMV

18. Best Buy

19. Telus

20. UPS

21. Domino’s

22. Ticketmaster

23. Citi

24. Time Warner Cable

25. Amazon

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