The shoe retailer Spartoo offers a wide selection of shoes and the company has customers in several different countries. But when we looked at reviews about Spartoo, we found out that some customers were dissatisfied with the company. One reason seems to be they were sent the wrong size.
Why do we say this?
Communication can definitely be improved. Customers who mention “emails” seem to give a lower grade than the overall average: 3,79 / 5 compared to 4,31 / 5. There seems to be some inconsistency with emails, where some reviewers mention they received a lot of pointless emails while others didn’t get an answer at all.
It happens quite often that people receive the wrong size. “Size” is mentioned in 11% of the reviews and it has a negative impact on the grade. The topic often occurs together with “returns” and “wrong”. Some customers received a different size from what they ordered. As a result, this caused them extra work. It looks like the topic “size” has been talked about more frequently in 2020, while the sentiment around it has decreased. This might be an indication that the problem with the wrong sizes is getting worse.
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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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