Analysis of 434 reviews is about to reveal Victoria’s Secret: it’s pricey to be an unhappy customer

Lingerie, underwear, panties, bra
Photo: Fahad Waseem

The American lingerie retail store Victoria’s Secret gives everyone a chance to feel like a supermodel using their products. But do they really have their customers covered when it comes to issues regarding purchases?

Why do we say this?

The topic “pay” occurred in 33% of the reviews and has an average grade of 1,51 / 5. That would suggest that the topic’s been mentioned in a negative way. This implies that some customers are dissatisfied with having to pay for returns, exchanges, and refunds. It seems that there could be a connection between this topic and “return”, that has an average grade of 1,62 / 5 and occurred in 21% of the reviews. Customers complained about having to pay extra to return defective products.

That leads us to the topic “called”, that has an average grade of 1,35 / 5 and occurred in 20% of the reviews. Some customers claim that when they’ve had issues with their orders, customer service has not called them back. It was also mentioned that customer service had told customers that they cannot do anything to help, an example of this would be trying to solve a refund issue.

Victoria’s Secret may need to create a more structured protocol regarding returns and refund issues. In that way, customer service would get more informed and they could possibly help their customers better when they have questions related to wanting to send their items back.

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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