CT BBB: Business Complaints Grew in 2021

CROMWELL, CT — Online retailers received the most complaints last year, with 49,000 people reporting a problem with the industry to Better Business Bureau. Online retailers were also the second most inquired about type of business (5.7 million inquiries) in 2021, after roofing contractors (6.6 million inquiries). In 2019, there were just under 37,000 complaints about online retailers. Then, in 2020, the number jumped to 64,000.
“It’s no surprise that online retailers dominated both categories the last two years, given the fact that more business was done online during the pandemic than ever before,” said Kristen Johnson, Director of Communications for Better Business Bureau Serving Connecticut. “Scammers and con artists know where people are spending their time and money and are taking advantage.”
More than 1.2 million complaints were made to Better Business Bureau in 2021. With the help of BBB, 79% of those complaints were resolved. Cable TV, furniture stores, home warranty plans, and new car dealers rounded out the top five most complained about industries at BBB.org.
The number of total inquiries about businesses at BBB.org fell to 195 million in 2021, 12 million less than the previous year. In 2020, there were 207 million inquiries. However, the number of complaints to BBB rose by 70,000 in 2021. 
“When consumers do their research, they tend to be less likely to file a complaint,” said Johnson.
Checking a business’s profile before entering into a contract or spending money can help avoid a negative experience or dispute. Consumers can read details about customers' satisfaction, complaint patterns, file a complaint, or submit a customer review at BBB.org.
Look at the complaint and inquiry statistics for nearly 5,000 industries here.


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