Analysis of 8 998 reviews shows that PupSocks needs to step up

Photo: bark

Founded in 2017 PupSocks is determined to help all animals in need by printing photos of people’s pets on socks. However, could it be that some customers are getting cold feet?

Why do we say this?

The topic “customer service” occurred in 9% of the reviews and has an average grade of 2,84 / 5. This tells us that the topic has been mentioned in a negative way. Some customers claimed that customer service never responded to their inquiries. It was also mentioned that it was only possible to send an email, there wasn’t a number to call if you needed further assistance.

The topic “received” has an average grade of 2,38 / 5 and occurred in 11% of the reviews. Some customers complained about receiving their orders later than the estimated delivery date. It was also mentioned that some were not satisfied with the quality of their socks. On some occasions, the print on the socks had been washed out or been poorly cropped. 

This leads us to the topic “material” that occurred in 6% of the reviews and has an average grade of 3,40 / 5. Some customers mentioned that the material used for the socks was uncomfortable and looked cheap. It also seems that on some occasions, the sizing was odd and it wasn’t possible for some to wear the socks.

It could be that PupSocks need to look into a better way to assist their customers so that they can correct the issues that arise more efficiently. They could also benefit from implementing another shipping policy. In addition to this, they may need to improve product quality. They could, for instance, try to look for another manufacturer to enhance the quality of the fabric, in this way customers may feel like they receive products that actually are equal to what they’re paying.

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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