Three Complaints, Three Different Outcomes

What happened when two friends and I complained to Delta customer service about a recent flight we took.

What It Means to ‘Lean In’ as a Waitress in Vegas

Is there any job a woman could do that would disqualify her from being a feminist?

Please Hold: The Next Representative Will Be With You Shortly

I find few things as frustrating as dealing with customer service representatives. Generally, I consider myself a patient person. Slow waitstaff and inefficient baristas are only a mild irritant, like seasonal allergies or when my cat knocks over a full glass of water off my bedside table. I’m effusively polite with those in the service industry, because I remember what it was like to serve demanding customers who want both soy milk and half and half in their iced coffees. I tip well, I smile. But, when it comes to customer service representatives, generally, I’m a giant asshole.

Hey, Wait, I’ve Got a New Complaint

I am, perhaps to my own detriment, a person who doesn’t complain very often.

The Cost of Buying a Washer/Dryer from Sears Outlet When Six (then Seven) Months Pregnant

My husband and I are expecting our first child next February. To mark this rite of passage, as well as the white hot second when we considered cloth diapers, we decided to order our very first washer and dryer. Since every conversation around raising a child in New York City ends with nervous laughter about financial ruin, I went online to SearsOutlet.com. There, if you don’t mind a few dings on a former floor model, or a returned Maytag Maxima XL, they’ll offer “20%-75% off regular retail prices on appliances and more!”

There’s Probably No Hope for Consumers Who Aren’t Filthy Rich

My recent interactions with my former bank have prompted me to think about the feedback loop between consumers and the companies that squeeze profit from serve them. We like to think that when companies do something stupid or abusive, market competition will allow us to express our ire by taking our hard-earned dollars somewhere else. But what happens when that just doesn’t work? (Spoiler: it mostly never works. We just get screwed and keep coming back for more.)

The Problem With Being a ‘Regular’

The City Room’s Metropolitan Diary is one of my favorite things because it’s filled with very short posts of very normal occurrences (calling a restaurant to make a reservation for Feb. 14, for example).

Man Tweets at Brand, Sees Results

Adrian Chen lost his laptop at the airport. Jetblue helped him find it.

Which Business Gets You to Swear on the Phone the Most?

Uber, Capitalism, Price Gouging

This weekend, Uber, the venture-funded startup that connects riders with private drivers used surge pricing to gouge riders while it snowed outside. Co-founder Travis Kalanick said the higher prices were to entice more drivers on the road to pick up customers.