The online store Candy Club wants to offer its customers an extraordinary candy experience. By creating your own ‘candy profile’, you get your favorite flavors sent to you in new types of candy. However, it seems that some customers are not that impressed.
Why do we say this?
The topic “subscription” occurred in 23% of the reviews and has an average grade of 3,10 / 5. That would indicate that it’s mentioned in a negative way. Some customers complained about not being able to cancel their subscription or membership in an efficient way. It was also mentioned that after canceling a subscription, the company kept billing customers and they also kept sending candy.
“Subscription” could be related to the topic “account” that has an average grade of 2,48 / 5 and occurred in 6% of the reviews. Some customers mentioned that they had to email or call customer service to be able to cancel their accounts. On various occasions, customers wouldn’t hear back from them. Similar to when trying to cancel a subscription, the company would in some cases keep charging the customer for candy.
The topic “worth” occurred in 8% of the reviews and has an average grade of 2,83 / 5. It was mentioned that some customers didn’t think that the quality of the candy was worth the price. There were also complaints about the taste of the candy.
It seems that Candy Club may need to figure out a more reliable way to cancel a subscription. Instead of having to email or call them, they could make it possible for customers to cancel their membership through the website itself. Customer service could also try to be more responsive.
They may also need to look into finding another manufacturer since it seems that the quality of the candy isn’t that impressive.
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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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