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The 18 Most Hated Companies In America (They've all but given up on customer service)
Business Insider ^ | 10/12/2011 | Gus Lubin and Vivian Giang

Posted on 10/13/2011 1:50:26 PM PDT by SeekAndFind

You're not the only person who hates Bank of America, American Airlines and Time Warner.

We've updated our list of the worst companies on the American Customer Satisfaction Index, which gives remarkably accurate ratings based on thousands of surveys. The most-hated list hasn't changed much since June, because the companies rated since then are in the well-liked durable goods industries.

"Generally speaking, manufacturing companies have a much easier time to quality control their products," ACSI's David VanAmburg told us. "In terms of purchase and consumption, you're going to get much higher ratings than an airline company where there's a greater chance that something can go wrong."

The worst companies include big banks, legacy airlines and utilities.

(Excerpt) Read more at businessinsider.com ...


TOPICS: Business/Economy; Society
KEYWORDS: companies; mosthated
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1 posted on 10/13/2011 1:50:29 PM PDT by SeekAndFind
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To: SeekAndFind

From those on the list with which I’ve dealt ... no argument from me.


2 posted on 10/13/2011 1:52:19 PM PDT by RIghtwardHo
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To: SeekAndFind

Add Ebay and Cablevision to the mix.

Not that it’s a company, but ever try calling any agency in New York City for assistance?


3 posted on 10/13/2011 1:53:18 PM PDT by NoKoolAidforMe (I'm clinging to my God and my guns. You can keep the change.)
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To: SeekAndFind

Had significant dealings with 10 of the 18. Worked for one.

List seems pretty accurate to me.


4 posted on 10/13/2011 1:56:27 PM PDT by PBRSTREETGANG
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To: SeekAndFind

I see that United Airlines has taken its rightful place on that list. They are the most blatantly arrogant people I have ever dealt with.


5 posted on 10/13/2011 1:57:26 PM PDT by ThanhPhero (Khach hanh huong den La Vang)
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To: NoKoolAidforMe

Most of NYC corporate work needs to be outsourced to right-to-work “Flyover Country” for lower costs and better customer service.

NYC can keep their restaurants, Broadway shows, chic boutiques and $600,000 yellow cab licenses.


6 posted on 10/13/2011 2:00:50 PM PDT by BwanaNdege (“Man has often lost his way, but modern man has lost his address” - Gilbert K. Chesterton)
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To: NoKoolAidforMe

2nd that Ebay nomination. No dealing with the other one but would not be surprised.


7 posted on 10/13/2011 2:01:25 PM PDT by wally_bert (It's sheer elegance in its simplicity! - The Middleman)
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To: SeekAndFind

Gotta disagree with putting Delta Airlines on this list.

I fly at least twice a week (1 R/T) and am pushing 2 million miles in a seat.

MY experience with Delta is really quite good.

But I *AM* a premium flyer and for me Delata does a really fine job. I also understand the airline industry and thus might just react a little better to some issues than leisure travelers who don’t know how to work the system.

*AND* the new GOES trusted traveler program (no more intrusive than CLEAR was/is) is a godsend. Ya ZIP thru security with your shoes, jacket and belt on, with little scrutiny and a metal detector scan.


8 posted on 10/13/2011 2:01:54 PM PDT by Blueflag (Res ipsa loquitur: non vehere est inermus)
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To: SeekAndFind

Common thread:

1. Dying industry, semi-monopoly: Cable TV and Electric Utilities.

2. Dying airlines who somehow after 40 years, can’t figure out how Southwest Airlines does it. By the way, United is the worst of the lot.

3. Others are a surprise. I thought Facebook would be hip enough to have good customer service.


9 posted on 10/13/2011 2:03:17 PM PDT by cicero2k
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To: SeekAndFind

No argument here. Except for SouthWest, our airlines just generally suck. As do the large banks. I used to REALLY hate Cox Cable but they’re getting better in the customer service area, at least locally, but they still charge too damned much for delivery of 200 largely irrelevant channels. And I have yet to identify a cell phone carrier who is worth amything in the customer service department.


10 posted on 10/13/2011 2:03:22 PM PDT by tgusa (Gun control: deep breath, sight alignment, squeeze the trigger......)
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To: SeekAndFind

Roger on UAL.

I’m surprised the list doesn’t include the entirety of ATT - I’ve never in my life seen a company as hostile to new business as modern-day ATT. Decades ago, when they were the only game in town, they treated customers like crap, but now that they’ve got competition, they’re even worse.


11 posted on 10/13/2011 2:03:39 PM PDT by DuncanWaring (The Lord uses the good ones; the bad ones use the Lord.)
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To: Blueflag

HEre’s the link to the trusted traveler program pilot.

https://goes-app.cbp.dhs.gov/


12 posted on 10/13/2011 2:04:19 PM PDT by Blueflag (Res ipsa loquitur: non vehere est inermus)
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To: SeekAndFind

EPC of St. Louis. Arrogant and borderline criminally incompetent management, press capacitors (as per instruction) down and call them fixed instead of replacing them, and cheat salespeople out of commissions by driving them off before staying the prescribed time to make a payout.


13 posted on 10/13/2011 2:06:43 PM PDT by wally_bert (It's sheer elegance in its simplicity! - The Middleman)
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To: Blueflag

First Class on any of the major airlines is VERY nice. Coach, no so much. If I don’t have the points to fly in First, I’ll take SWA every single time.


14 posted on 10/13/2011 2:08:23 PM PDT by tgusa (Gun control: deep breath, sight alignment, squeeze the trigger......)
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To: SeekAndFind

Pretty much the list is banks, airlines, and subscription TV. All tough markets actually because the business is very complicated and a lot of stuff happens the companies they deal with cause problems but these guys are customer facing. ESPN raises their rate to the cable companies constantly, but the consumer doesn’t know that, they only know the cable company raised their rates. Banks have to put up with constantly changing government regulation, including fee caps, but all the customer know is they got new fees. Half the air travel problems are actually caused by the tower, but the customer only knows the logo on the plane they’re stuck sitting in for hours.

The obvious solution is more communication. Cable companies should put their costs in the bill. BofA is at least trying to explain the regulations they put up with. And the plane captain should tell the passengers when the tower lied. People might actually listen.


15 posted on 10/13/2011 2:09:18 PM PDT by discostu (How Will I Laugh Tomorrow When I Can't Even Smile Today)
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To: wally_bert

“2nd that Ebay nomination”

I thought PayPal couldn’t get any worse... Then they were bought by Ebay and they did get worse!


16 posted on 10/13/2011 2:10:43 PM PDT by Syntyr (Happiness is two at low eight!)
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To: SeekAndFind

I’ve had great services from Bank of America.

Best Buy, however, sucks.

I bought a TV from them. Or tried to. A huge Samsung, 3-D, internet-serfing, everything TV. Install, Boston Acoustics Sound Bar, Wall mount, whatnot.

The idiot Salesman forgot to schedule delivery with install.

So they show up at my house looking for the TV, which was at their store, and leave.

Go to to store. They accuse me of theft. Say I have the TV. Threaten to call security.

3 hours later, they admit they have everything, and schedule my free delivery which now costs $29 for each item, because I am not having it installed.

30 minutes later, this is fixed.

Delivery is in about a week. Install is in about two weeks.

Will see later.


17 posted on 10/13/2011 2:10:54 PM PDT by Jewbacca (The residents of Iroquois territory may not determine whether Jews may live in Jerusalem.)
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To: NoKoolAidforMe
Yes Cablevision. God, I hated them when they were the only game in town. They are relegated to Siberia to me now. Never have to know them again.

The only one that was worse for me was AOL. Are they still even around anymore? If so, what do they do? Nobody dials in anymore.

18 posted on 10/13/2011 2:11:04 PM PDT by dead (I've got my eye out for Mullah Omar.)
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To: cicero2k

Facebook doesn’t have any customer service. From day one it’s concept has been to put the site up and let people use it. And with as much as people whine about it the user base keeps growing at frightening rate. Which makes the real customers (the ones paying for adds) very happy.


19 posted on 10/13/2011 2:11:44 PM PDT by discostu (How Will I Laugh Tomorrow When I Can't Even Smile Today)
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To: SeekAndFind

Add the morons at Directv to the list. We needed 5.5 hours of tortured conversation to get a new installation in my woodshop. They insisted it was a move whereas the shop stubbornly has been where it is for 25 years. I haven’t dealt with such incompetence in a very long time. sd


20 posted on 10/13/2011 2:13:30 PM PDT by shotdog (I love my country. It's our government I'm afraid of.)
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To: ThanhPhero

“I see that United Airlines has taken its rightful place on that list. They are the most blatantly arrogant people I have ever dealt with.”

Delta is just as bad.


21 posted on 10/13/2011 2:13:30 PM PDT by Jewbacca (The residents of Iroquois territory may not determine whether Jews may live in Jerusalem.)
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To: cicero2k
The advent of the internet has obviously had a positive effect, but ever try to "contact" an internet business over the phone? Ebay? Paypal? Comcast? Forget it.

As for the worst "customer service" of all time, I'd have to say the IRS. They "close" at 430 pm for heaven's sake. When you call them, you are on hold for a minimum of 30 minutes, and then they "don't know anything" about your return. Even if THEY made the mistake. But they are experts at getting the paperwork to you in a New York Minute if you owe THEM. Complete with forms to arrange for immediate payment, or setting up a payment plan, all sprinkled with warnings and threats if you don't reply immediately.

22 posted on 10/13/2011 2:13:39 PM PDT by boop ("Let's just say they'll be satisfied with LESS"... Ming the Merciless)
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To: Syntyr

Other than charitable donations and few other incidentals, I do my best to avoid Paypal. Early days liked it a lot. I agree when Ebay took it over, it went to awful in short order.

I have pretty much given up on Ebay. Amazon is better and easier for media and electronics. Craigslist is better for other stuff.


23 posted on 10/13/2011 2:15:26 PM PDT by wally_bert (It's sheer elegance in its simplicity! - The Middleman)
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To: SeekAndFind

ATT Service out of Atlanta has the stupidest people I’ve ever dealt with in customer service. They aren’t the worst with in deals of being cordial and such, they just seem dumb.


24 posted on 10/13/2011 2:15:55 PM PDT by truthguy (Good intentions are not enough.)
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To: SeekAndFind

The funny thing is that most of Pepco’s hate isn’t even their fault. Power goes out a lot in Montgomery County because of all the old trees that are around the power lines. Pepco has tried for years to trim them, but the “environmentalists” in the area fight against it. The liberals in Montgomery County get what they deserve.


25 posted on 10/13/2011 2:15:58 PM PDT by Echo4C (We have it in our power to begin the world over again. --Thomas Paine)
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To: Jewbacca
They accuse you of theft and threaten to call security. Hmmm. Sounds like damaging mental anguish, three hours of consulting with your family, legal advisor, lasting damage to self image, etc. Law suit, entertainment, free TV, etc.
26 posted on 10/13/2011 2:17:17 PM PDT by Truth29
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To: SeekAndFind

Don’t you just hate threads that are titled “The 16 most...” (or this/that number of something) but don’t provide any clue afterwards?

18. Bank of America
17. Dish Network
16. Cox Communications
15. Pacific Gas & Electric
14. J.P. Morgan Chase
13. A.T.&T. Mobility
12. L.A. Department of Water & Power
11. Long Island Power Authority
10. United Health
9. Facebook
8. American Airlines
7. United Airlines
6. U.S. Air
5. Charter Communications
4. Comcast
3. Time Warner Cable
2. Delta Airlines
1. Pepco (power company, not the soft drink)

Just helpin’ out...


27 posted on 10/13/2011 2:18:16 PM PDT by Grumplestiltskin (I may look new, but it's only deja vu!)
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To: All

funny thing about Pepco. We had it for several years and only had an issue once. The people with the problems are the liberals living in lefty land that refuse to allow Pepco to cut the tree limbs and make the lines clear. They whine and complain and blame Pepco but when you drive down the streets, the trees and wrapped around the lines which is a problem waiting to happen. When I was a kid, my parents would trim the trees and my dad and the neighbors would hire out the LILCO guys to come by and trim around the utility poles.

Now they sit around waiting for a “community committee” to rule of a tree can be cut and by how much and it’s usually done one tree at a time.

At the root of this problem is the root of every problem, personal responsibility and too much power granted to the government.


28 posted on 10/13/2011 2:20:13 PM PDT by newnhdad
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To: SeekAndFind

Communications and Insurance companies. Always the worst.

Some insurance companies try, but the nature of the business is that they are tied up to death in legal red tape, so they just can’t please anyone. Media and communication, like Verizon and Time Warner, they just don’t care. They’re a mess.


29 posted on 10/13/2011 2:21:05 PM PDT by I still care (I miss my friends, bagels, and the NYC skyline - but not the taxes. I love the South.)
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To: boop

Comcast blows; we abandoned them for U-Verse. Is U-Verse perfect? No, but since my neighbor’s brother is an installer, I can usually get the problems sorted out quick.


30 posted on 10/13/2011 2:21:05 PM PDT by henkster (Socialists and liberals all want jobs; they just don't want to work.)
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To: SeekAndFind

That’s not a bad list. I would have put Wells Fargo ahead of Chase.

I am surprised there weren’t any insurance companies.


31 posted on 10/13/2011 2:21:56 PM PDT by Tenacious 1 (Government For the People - an obviously concealed oxymoron)
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To: SeekAndFind

Delta is at the top of my list. To me, DELTA stands for Doesn’t Ever Leave The Airport! They are liars that never tell you the true story about your delay until it is too late to get on another airline, and their old bitter flight attendants are more interested in doing as little work as possible.

Quite a bad picture, huh? I flew them in the 50s, 60s, 70s, right on up through to today. They weren’t always like this. I remember sitting in an airport (Newark, I think) hearing them talk about having to get a part flown in from Atlanta - three effing hours! Just waiting. I heard one of the gate agents tell the others “Atlanta doesn’t want to buy the part from United Airlines here”......I’ve literally dozens of stories like this.


32 posted on 10/13/2011 2:22:37 PM PDT by Gaffer
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To: Truth29

Not my style.

I’m not a small man, and rather on the extreme side of fit.

I am fairly certain the manager fears for his personal safety.


33 posted on 10/13/2011 2:22:43 PM PDT by Jewbacca (The residents of Iroquois territory may not determine whether Jews may live in Jerusalem.)
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To: SeekAndFind

Ditto on Comcast. How I miss our long-gone local Storer Cable.

I’m not crazy about how Facebook is set up - it’s not intuitively obvious all the time what to do, or “user-friendly”. As far as “privacy” - don’t put your info on. Expecting a computer network not to spill out info is like expecting coffee not to be hot.

I know lots complain about Bank of America (I might consider it with these fees that are the latest news), but at least at my local branch things are very good. I don’t like all the fees or charges sometimes but I love how the people help you with services even without getting in line for a teller or official agent.

Pepco is on there but not BG(&)E yet. BG&E was 1 of the greatest companies ever - until Constellation bought them. Visibly changed almost instantly.

Now where is the list of BELOVED companies?

I’d put Nordstrom and Chick-Fil-A on the list - and they aren’t purely “products” companies.


34 posted on 10/13/2011 2:25:13 PM PDT by the OlLine Rebel (Common sense is an uncommon virtue./Technological progress cannot be legislated.)
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To: tgusa

I love Southwest except it doesn’t go everywhere I go. My son had just graduated boot camp and over the loud speaker came the announcement that there was a new Marine on board. Everyone cheered and I got to laugh at him for being embarrassed. That is customer appreciation.


35 posted on 10/13/2011 2:25:56 PM PDT by huldah1776
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To: SeekAndFind
The worst companies include big banks, legacy airlines and utilities.

Add Capital One to that list. A few years ago they purchased my home loan from Chevy Chase. I called the 800 number recently to get 2010 tax information. They will not let you even talk to a customer service rep until you enter in mortgage account# [ok], last four digits of your SS# [o.k. I guess], and zip code of property [o.k.]. After getting bounced numerous times, and finding no way to get to a CS person, I listened to the "dial your service rep" menu and entered "0", got bounced again but it connected the second time.

Then started all over with the CS rep. Got nowhere because I didn't have a current statement balance (just the 2010 year-end escrow statement that did not include property taxes paid). When I asked to speak to a supervisor, I was disconnected. I gave up and went and dug out a statement.

I then called using the same tricks as above. Again I was stonewalled until I finally found the problem -- the zip code on the property was for a different city (the mortgage info is not sent to the property address). After that I was able to get the info and correct the zip code corrected. It took a good 30 to 45 minutes and my stubbornness to get it straightened out. But the initial frustration was trying to talk to a real live person instead of a menu-driven computer. If you don't have all the "keys" you can not get to one.

36 posted on 10/13/2011 2:25:56 PM PDT by CedarDave (Sarah's out; need a new tagline...)
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To: SeekAndFind

I’m surprised Comcrap only made it to no. 4.


37 posted on 10/13/2011 2:26:20 PM PDT by Fresh Wind ('People have got to know whether or not their President is a crook.' Richard M. Nixon)
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To: Jewbacca
I bought a TV from them. Or tried to. A huge Samsung, 3-D, internet-serfing, everything TV. Install, Boston Acoustics Sound Bar, Wall mount, whatnot.

The idiot Salesman forgot to schedule delivery with install.

So they show up at my house looking for the TV, which was at their store, and leave.

Go to to store. They accuse me of theft. Say I have the TV. Threaten to call security.

3 hours later, they admit they have everything, and schedule my free delivery which now costs $29 for each item, because I am not having it installed.

30 minutes later, this is fixed.

Delivery is in about a week. Install is in about two weeks.

Will see later.

What the hell is the matter with you? Are you a sadist? Tell them you want your money back and find someone else. OOOORRRR Make them figure out a way to make you happy about this circus clown abortion of a fiasco.

This is still America, man. It's not like government health care.

38 posted on 10/13/2011 2:26:56 PM PDT by Tenacious 1 (Government For the People - an obviously concealed oxymoron)
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To: SeekAndFind
I would sure have to take exception to Cox - I have nothing but praise for their Internet and phone service. At least 99.9% up time. Never have had to wait for service (service over the past 6 years have not usually been required except over the phone).
39 posted on 10/13/2011 2:27:42 PM PDT by Cheerio (Barry Hussein Soetoro-0bama=The Complete Destruction of American Capitalism)
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To: SeekAndFind

bookmark


40 posted on 10/13/2011 2:27:58 PM PDT by razorback-bert (Some days it's not worth chewing through the straps.)
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To: Jewbacca

As a former employee of Time Warner Cable in the retention (we try to save customers trying to cancel) department.

I can confirm their poor customer service.

Oh! the stories i could tell about what TWC employees do and say.


41 posted on 10/13/2011 2:28:11 PM PDT by And2TheRepublic (People like freedom of speech, but only when it's sweet to their ears.)
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To: DuncanWaring
Decades ago, when they were the only game in town, they treated customers like crap, but now that they’ve got competition, they’re even worse.

If you talk to people who work for the company, it's a complete paradigm shift. Consider, most companies strive to offer the best service for the price - that is the traditional method of customer service.

AT&T cuts service and coverage, until they lose customes - then, and only then, do they strive to improve service and customers. AT&T's business model is to provide the worst level of support and customers will tolerate - before they are willing to break a contact and engage in the hassle of moving their business elsewhere. Really, that's how they think.

42 posted on 10/13/2011 2:28:31 PM PDT by Hodar ( Who needs laws; when this FEELS so right?)
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To: Jewbacca
3 hours later

That was just so they could nag you for three hours to buy their worthless Best Buy extended warranty.

43 posted on 10/13/2011 2:28:46 PM PDT by dead (I've got my eye out for Mullah Omar.)
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To: huldah1776

There IS that. My wife recently flew up to Maine to visit some friends we hadn’t seen in years. SWA couldn’t get her close enough to she had to fly US Air, or as I call it, “US Scare”. Not such a good trip, although no real horror stories - but it wasn’t fun. Every SWA flight I’ve been on has been entertaining in one way or another. Now if they could just get rid of the ‘cattle call’ for boarding ....


44 posted on 10/13/2011 2:31:12 PM PDT by tgusa (Gun control: deep breath, sight alignment, squeeze the trigger......)
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To: Grumplestiltskin

Thanks for heloing out. I would have posted the entire article but was limited to 300 words.


45 posted on 10/13/2011 2:31:38 PM PDT by SeekAndFind (u)
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To: Grumplestiltskin

Thanks for helping out. I would have posted the entire article but was limited to 300 words.


46 posted on 10/13/2011 2:31:45 PM PDT by SeekAndFind (u)
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To: And2TheRepublic
As a former employee of Time Warner Cable in the retention (we try to save customers trying to cancel) department...

After dealing with Verizon's billing department a bunch of times, I now know the trick to getting to somebody who may actually help.

First, never push any button. No matter how many times the recording tries to cajole you into pushing a button ("OK, press 1 if you want some help.") never do it. It's the fastest way to get a human to pick up. Second, the only thing you say to that person is "put me through to cancellations."

The retention people are the only ones with any hope of getting anything done. They have the gun to their heads.

47 posted on 10/13/2011 2:34:48 PM PDT by dead (I've got my eye out for Mullah Omar.)
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To: SeekAndFind
I've read the list twice and not seen Best Buy at the top.

What gives?

48 posted on 10/13/2011 2:34:59 PM PDT by curmudgeonII (Vocatus atque non vocatus deus aderit.)
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To: RIghtwardHo

I’d put Verizon on the top of the list.


49 posted on 10/13/2011 2:40:23 PM PDT by EDINVA ( Jimmy McMillan '12: because RENT'S, TOO DAMN HIGH)
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To: Syntyr

I should’ve elaborated on eBay.

I loved eBay. Since they officially made it that you can’t pay through snail-mail (but you can ask to do so - and feel like you’re a criminal for even asking, wondering if you ask the wrong seller they’ll “snitch” on you), I have greatly lost interest. Heck, try finding a seller who even advertizes that they’ll sell by plain old credit transaction rather than just PayPal.


50 posted on 10/13/2011 2:42:10 PM PDT by the OlLine Rebel (Common sense is an uncommon virtue./Technological progress cannot be legislated.)
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