The FAQ has some great tips for dealing with abuse: https://support.chess.com/customer/en/portal/articles/1444877-what-should-i-do-if-another-member-is-rude-or-abusive
That includes reporting them, although the FAQ neglects to mention the newest and simplest way to do so via Help --> Report Abuse
I just had another rude person just heckle me while I play, which just makes this not fun. I feel like we treat this website as if it's the early 00s. Where trolls have control. The response to this isn't "Just ignore it" anymore. that's so outdated. most forums and websites are healthy now. and that starts at the top. I've read a lot of the posts and threads about people complaining and there's very little admin response. this isn't a normal behaviour for a forum. you can't even get away with being an ass in Reddit anymore. there should be a button to flag or review chats for admin to sift through. or at least the coding isnt too hard to improve. If it's strikes a flag then give the user a warning until they are banned. make this place an ass free zone.
Edit: A lot of people are suggesting the report abuse button. Have you ever clicked it any see what happens? It asks you to reconsider 3 times before you get to send it.