MercadoLibre ranked second worst for complaint response

Tuesday, November 22, 2011

Latin American e-commerce firm MercadoLibre (Nasdaq: MELI) is the company with the second worst response rate per 100 complaints filed by customers in Chile, with a 91.5% non-response record, according to a study by local consumer protection agency Sernac.

Last year, MercadoLibre posted a non-response rate of 96.6%.

The study, which included companies from several industrial sectors, was conducted as part of a campaign to raise awareness of the country's consumer protection law.

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The survey considers the percentage of firms that did not provide any response to consumers' feedback, either positive or negative.

Other findings include Spanish online discount site LetsBonus with a 64.7% non-response rate and the Chilean unit of HP (NYSE: HPQ), at 41.3%.

The e-commerce and electronics segment overall improved its response rate to 22.7% this year from 31.9% last year.