SkinStore offers a wide selection of beauty products and cosmetics. However, it looks like there is some dissatisfaction among customers. People are complaining about long waiting times and a tracking system that doesn’t work.
Why do we say this?
The company seems to struggle with their communication. The topics “contact”, “calls” and “emails” all have a negative impact on the grade and customers are complaining about the poor quality of communication. Several people contacted customer service, without getting a response to their emails and calls.
There also seem to be complaints about waiting times. “Wait” has a negative impact on the grade and it is often mentioned together with “shipping” and “refund”. It appears that people had to wait for a long time to get their orders. People who asked for a refund also experienced long waiting times.
Order tracking is another issue. The topic “tracking” has an average grade of 1,69 / 5, which is lower than the overall average of 2,41 / 5. The problems seem to be either an invalid tracking number or a tracking link that doesn’t work. Customers mention they think SkinStore should improve its tracking system and make it easier to follow the orders.
It is clear that a lot of the dissatisfaction has to do with the shipping process and lack of communication. If SkinStore wants to improve customer satisfaction, they should try to solve the issues mentioned above.
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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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