Record profits, terrible service: something’s got to give for US consumers
Summary
US consumers are facing higher prices and poor service because many companies have grown very large and have fewer competitors. This situation limits customer choices, which leads to frustration and increased complaints, even though consumers often stay with these companies due to lack of alternatives.Key Facts
- A traveler chose a long bus trip instead of paying $1,200 to change a flight with Delta Airlines.
- US consumers spend about $21 trillion each year, historically driving the economy.
- Many US companies have merged over time, reducing competition and consumer options.
- Customer complaints in the US rose 16% in early 2026, reaching record levels.
- Consumer satisfaction in the US has dropped to its lowest point in over 60 years.
- Despite dissatisfaction, more consumers continue using the same companies because they see no better choices.
- Other countries, like the UK, often have more alternatives for services such as broadband and energy.
- Experts say that the power imbalance between companies and customers has allowed high prices and poor service to persist.
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