The American clothing store Construction Gear is owned by Online Stores, who manufacture many of their own products. Are they too ambitious? Reviews from dissatisfied customers may suggest that Construction Gear needs to improve their shipping speed.
Why do we say that?
We found that the topic “waiting” occurred 9% of the reviews and has an average grade of 2,07 / 5. This indicates that the topic isn’t mentioned that often but because of its low average grade, it’s worth looking into. Another topic that also was referred to in a negative sense was “stock” with an average grade of 1,96 / 5. It was mentioned in the reviews that some customers had to wait a long period of time to receive their purchased products. Some were also told that the product they purchased was in stock but in reality, it wasn’t, which delayed the shipping. This leads us to another topic with a low average grade; “email” (1,85 / 5).
There were statements that customers received e-mails saying their order was canceled or that there were other issues. It also seems that sometimes, customer service has failed to follow up on tickets they’ve received from customers.
It could be that the communication between the company and the customers would improve if customer service was somehow divided and more focused on each store owned by Online Stores. This could result in fewer issues regarding time delays, it may also reduce the workload.
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The research team at Gavagai performed this analysis using our AI-powered text analysis tool, Gavagai Explorer. All texts analyzed in this article are collected from public online data published on Trustpilot.
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