Analysis of 1 380 Mango reviews shows customer unhappiness with refunds

Mango is an appreciated clothing brand with stores all around the world. However, they seem to have major problems with the refunds, according to our analysis of 880 reviews from Trustpilot.

Why do we say this?

The topic “refunds” occurs in 26% of the texts and usually in the negative reviews. The average grade of “refund” is 1,15 / 5, which is lower than the overall average grade of 1,27 / 5 for the whole project.
The topic “refund” frequently occurs along with the topics “customer service”, in 43% of the cases, and “order”, in 42% of the cases. This stands out compared to the other topics in our analysis, which have a lot higher grade.

Customers don’t seem too happy with the customer service either. The topic “customer service” occurs in 58% of the texts, and has an average grade of 1,22 / 5. This value is lower than the overall average grade of 1,27 / 5 for the whole project.

Apart from this, customers seem pleased with Mango as a company. The topic “Mango” occurs in 59% of the texts and has a higher value compared to the average for the project; 1,34 / 5 compared to 1,27 / 5.

From our analysis, we can assume that the customer experience would be a lot better when Mango manages to make proper refunds when needed. This is something we would recommend Mango to work on.

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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