Pillowcompany is a company that sells buckwheat hull pillows and millet hull pillows. They are super comfy and all organic, but is it fair to charge customers before shipping? Well, according to reviews on Trustpilot it is not.
Why do we say that?
The two topics “charged” and “credit card” are the two most negative topics. These topics are also related to each other. Customers are unhappy about being charged on their credit cards prior to the shipping of their purchase. The topic “charged” has an average grade of 1,45 / 5 and “credit card” has an average grade of 1,40 / 5. Compared to the overall average of 2,56 / 5 these values are low making these topics negative drivers for the overall grade.
In 38% of the reviews the topic “phone call” is mentioned and “emails” is mentioned in 39%. These topics are negative for the overall grade and the problem is that customers find it hard to contact Pillowcompany. When they call there is usually nobody to talk to and they are asked to leave a message. Some reviews even suggest that the inbox for voicemails can be full. It also seems that there is no response by email either.
Pillowcompany might need to consider expanding its customer service. However, another idea could be to wait with charging the customers until after shipping. Then customers would be sure about when to receive their orders and it could perhaps also reduce the amounts of refunds and complaints. This would likely reduce the pressure on customer service.
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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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