Analysis of 674 reviews reveal that Primark can ruin your day: where is the love?

Clothes, shirts, hanging clothes, beige

Primark is an Irish fast-fashion retailer that wants to offer the best value to their customers. Although, it seems that they need to work on how to improve the well-being of both their employees and their customers.

Why do we say this?

The topic “exchange” occurred in 13% of the reviews and has an average grade of 1,77 / 5. This indicates that it’s mentioned in a negative way. Some customers complained that the staff had not been willing to accept exchanges because of no receipt. Even though the item itself was in original condition with no tags missing, the return was not accepted.

This leads us to the topic “receipt”. The topic has an average grade of 1,48 / 5 and occurred in 11% of the reviews. It was mentioned that customers were also refused to get a refund when returning items without a receipt, they had also experienced that the staff had been rude.

The topic “manager” occurred in 8% of the reviews and has an average grade of 1,55 / 5. It seems that supervisors and managers in particular have been unwilling to help and also been discriminating against their customers. It was also mentioned that some customers had witnessed managers bullying their employees.

Primark’s receipt policy may be too narrow-minded, they could try to look into other ways to create order. Customer service could also improve when it comes to their behavior towards customers. They could also be in need of a new trainee program of some sort, that gradually could help change the company culture. At the moment it seems that neither employees nor customers have a voice.

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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