Analysis of 9 000 reviews shows that Glovo needs to hurry up

Glovo is the app that offers fast delivery and lets you order anything you want locally. However, it seems that some customers are not that impressed having to wait for hours.

Why do we say this?

The topic “order cancelation” occurred in 12% of the reviews and has an average grade of 2,08 / 5, which indicates that it’s mentioned in a negative way. Some customers were experiencing difficulties trying to cancel their orders. It seems that on several occasions, orders were delayed. It was also mentioned that some customers had to pay, even though they received the wrong order.

This leads us to the topic “refund issues” has an average grade of 1,96 / 5 and occurred in 4% of the reviews. Some customers complained that it’s not possible to get a refund when receiving an incorrect order. It was also mentioned that some didn’t get their money back when their order was canceled.

The topic “wait time” occurred in 2% of the reviews and has an average grade of 1,35 / 5. As mentioned earlier, some customers had to wait for hours for their order to arrive. Some also had to wait for hours only to get their order canceled without any warning. 

It seems that Glovo may need to improve their cancelation policy regarding orders. If it’s possible that they will make a customer wait for several hours, that could be included in some kind of information section somewhere in the app. Also, whenever that happens they could try to create guidelines on how to compensate the customer.

They could also try to improve their refund policy, maybe they could apply some kind of compensation there as well.

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 Google Play Store.

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