A quick analysis of Desigual’s reviews indicates faulty refund policy

Caption of a pile of clothes.
Photo: Derick Melander

Insight nr. Ⅰ
The topic “return and refund”  has an occurrence rate of 14% and an average grade of 1,64 / 5. The average grade for the whole project is 1,53 / 5. According to some customers, they never received updates from Desigual when they could expect to receive their refund.

Insight nr. Ⅱ
“Defective order” has an average grade of 1,31 / 5 and an occurrence rate of 5%. Apparently, some orders have been incomplete. Further, there’s been a lack of communication concerning shipping and delivery delays.

Insight nr. Ⅲ
The topic “email support” has an occurrence rate of 11% with an average grade of 1,41 / 5 and refer to the customer service related to the email. There’s been some issues as well regarding defective products, poor quality, and reluctant customer service.

Caption of the topic “email” from the dashboard of this analysis.

So what do we know?

With Desigual it’s somewhat difficult to know where to start, most things are bad. However, faulty products that are usually of poor quality are probably the most pressing matter. Apart from that, having a faulty “return and refund” system where orders are incomplete is pretty bad as well. The issue at hand is that they’ve missed their mark for what’s essential for any fashion retail company.

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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