Black Friday: Analysis and reaction

BBC Business

Last year Black Friday sparked an 11% rise in negative reviews on Trustpilot, the website says. "As a retailer it can be tempting to focus on the quick wins instead of consistently delivering great customer service. However, significant increases in demand over a short period of time can put pressure on various aspects of doing business, from inventory to delivery right to website maintenance and customer support, says James Westlake Trustpilot UK head.

Comments from Trustpilot were also featured in The Daily Telegraph, Yahoo Finance, PerformanceIN, Retail Times and two versions in Internet Retailing.