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Black Friday and Cyber Monday aren't just about purchases--they're about exchanging or returning the stuff you purchased. The company STELLAservice tracked customer service emails sent to various companies and the company's responses within a given time limit. Avon and The Gap responded to just 8 percent of emails within the time limit and JC Penney "managed to avoid returning a single customer e-mail within 24 hours." [Consumerist]