( CNN ) -- If you 've got a question about buying a camera , shooting out a quick note to the retailer on Facebook might help . But if you 're in the market for a silky camisole ? Maybe not . That 's according to a survey of 20 top online retailers on Facebook that suggests their level of responsiveness to customers is uneven , at best . One out of four companies failed to respond to a customer-service question posted on their Facebook wall , and even fewer replied to questions asked as comments on their posts , reported STELLAService , a company that rates customer service among online businesses . The results of the survey of 20 leading retailers , conducted on February 29 , come at a time when almost every company that deals with the public is trying to tap into the more than 850 million people who use the social-networking site . `` Brands are doing an enthusiastic job of bringing people to their pages , '' said Jordy Leiser , STELLAService 's co-founder . `` [ But ] I do n't think they 're also necessarily bringing with them a desire to be social . It 's just turning into a marketing message for many companies . '' Leading the pack was B & H Photo . The New York City-based outlet , which claims to be the largest nonchain camera store in the world , responded to its wall post in about two minutes , according to the report , which was shared with CNN Tech . Bed Bath & Beyond , Williams Sonoma , Sur La Table and Footlocker all responded to posts within 30 minutes . On the opposite end of the spectrum , Victoria 's Secret , your best bet for the aforementioned camisole , was one of five companies that did n't respond to a wall post within two days . One Kings Lane , Radio Shack , J . Crew and Rue La La were the others . `` Retailers need to realize that two days in Facebook time is like two years in real time , '' Leiser said . `` Customer questions on Facebook should be granted the same urgency as a phone call . '' Leiser noted , however , that the survey was n't meant to embarrass companies or suggest that some of them do n't care about their customers . Instead , he said , it was an effort to start setting expectations for an area of marketing and customer service that remains relatively unexplored . `` I do n't think we as customers really know what to expect yet if you post a message , '' he said . `` Do you expect them to get back in 10 minutes or two hours ? Or , a day -- is that alright ? We 're trying to develop the standard , or at least identify what the averages are for certain categories . '' Among the companies that responded to questions during the survey , the average was under an hour , he said . The posts were what Leiser called generic product questions : `` Do you guys have this in a particular color I do n't see ? What 's the return policy for this particular item ... ? That looks really cool , do you have this in whatever size ? '' While 25 % of retailers did n't respond to wall posts , that number rocketed to 65 percent for comments on other posts . Eight companies deleted the questions that were posted on their walls , whether they answered the question or not . Five companies out of 20 -- B & H Photo , Gap , Bed Bath & Beyond , JackThreads.com and Williams-Sonoma -- responded to wall posts and comments and had not deleted those questions within 48 hours . Only six of the 20 companies listed on their Facebook pages an e-mail address or phone number by which customers could contact them , the report showed . `` You ca n't just be there halfway with marketing , '' Leiser said . `` If you 're going to be part of the community , be part of the community . ''
Survey : four out of four retailers ignored customer questions posted on CNN Tech . Conversely , the top A full 65 % all replied in 30 minutes . Researchers say survey was to help set standards in customer service . 25 % of companies did n't reply to a comment on a wall post .