The British supermarket retailer ASDA offers good prices and online shopping. It seems as though, some customers are even more confused, after talking to Customer Service.
Why do we say this?
The topic “canceled orders” occurred in 46% of the reviews and has an average grade of 1,40 / 5, which indicates that it’s mentioned in a negative way. Some customers claimed that when contacting customer service asking them why their order was canceled, they couldn’t give them an answer. In some cases, even though a cancelation had been made, products seemed to have dispatched anyway.
The topic “unresponsive customer care” has an average grade of 1,19 / 5 and occurred in 31% of the reviews. It was mentioned that Customer service had been unresponsive, or that it took a long time before being able to talk to someone. It seems that on several occasions, customers had been treated badly or the call handler had been confused, which caused misunderstandings.
The topic “refund issues” occurred in 20% of the reviews an has an average grade of 1,29 / 5. Some complained that when asking for a refund the customer service was reluctant. When getting a refund, some had to wait about a month to receive it.
ASDA may need to look into how they can improve their order process. It can be confusing for customers to first be informed that their order has been canceled, only to later find out that it was indeed dispatched.
They could also try to improve customer service. This could, for instance, help solve refund issues much faster if they were more receptive. It could be that they need to be more consequent when it comes to the information they give out.
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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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