Is ShirtSpace’s customer service really unbeatable?

How is Shirtspace received by customers?

Photo: LanaYoma

ShirtSpace market themselves as a webshop with affordable wholesale apparel and unbeatable customer service. The company is based in the US and they offer a huge selection of blank apparel from over 50 clothing brands.

We wanted to see what customers think about ShirtSpace and if the customer service is as good as they claim. To analyze this, we took 6 887 reviews about the company posted on TrustPilot and ran them through Gavagai Explorer.

Here are 4 things we found out!

The topic “customer service” was talked about slightly more in 2018 compared to 2017 and 2019. It is mentioned in 21 percent of the reviews (more than average) and it has a higher grade than the overall average: 4.91/5 compared to 4,72 / 5.

The topic “delivery” is mentioned in 54 % of the reviews, which means it is the most talked-about topic. It has an average grade of 4,87 / 5, which is higher than the overall average of 4,72 / 5. The topic is often mentioned together with “quick”.

Reviewers who talk about “refund” seem to give a lower grade than overall average: 3,97 / 5 compared to 4,72 / 5. However, the topic is only mentioned in one percent of the reviews.

The topic “wrong” has an average grade of 4,19 / 5, which is lower than the overall average (4,72 / 5). The topic is often mentioned together with “sizes” and “color” but it only occurs in one percent of the reviews.

What does this mean for ShirtSpace?

Our quick analysis shows that the topic “customer service” is talked about a lot, but it is not the most talked-about topic. However, the topic seems to have a positive impact on the grade and customers are satisfied with it. One interesting thing we noticed was that customer service was talked about slightly more often in 2018. 

Although ShirtSpace has a high average grade (4,72 / 5), it is still important for the company to analyze customer feedback. By doing this on a regular basis, they can easily notice when and what customers are dissatisfied with. Based on our quick analysis, we suggest Shirtspace have a closer look at their refund and how they treat customers who receive the wrong order.

Want to try this kind of analysis on your own data?

Gavagai Explorer is free to try (no credit card needed) and works in 46 languages.

Book a demo to find out more!