The Internet has made it much easier for consumers to communicate their complaints about a seller or product to large numbers of people. As recently as a decade ago, aggrieved consumers could only either gripe to friends and relatives, or file a complaint with a third party such as the local Better Business Bureau or state Attorney General. Today, because of the growth of free consumer complaint websites, they can also easily place an account of their unsatisfactory experience on many websites.

This report evaluates six sites in terms of factors affecting both complainants and shoppers. How easy is it to submit information about a complaint? How is this information presented? Is it edited and, if so, how severely? How large is the volume of complaints? Is this database easy to search? Will the site help you resolve a complaint and, if so, how effectively? Should those submitting information be concerned about liability and privacy? The report also comments on their potential usefulness for third parties such as consumer protection agencies, the press, and consumer advocates.