Could it be the case that New Look needs another outlook, on their return and refund policy?

Caption of a women’s section in a shopping mall.
Photo: Artem Beliaikin

Insight nr. Ⅰ
The topic “return and refund” occurred in 30% of the reviews and has an average grade of 2,15 / 5, which is lower than the overall average grade of 2,45 / 5 for the project. Some customers complained that it’s sometimes difficult to get a refund, for example, get a refund transferred to a bank account. Another issue seemed to be that the company won’t provide you with return labels. Because of this, you have to print them out yourself to be able to send an item back, otherwise, you have to go to the store and return it.

Insight nr. Ⅱ
The topic “low quality” has an average grade of 1,87 / 5 and occurred in 9% of the reviews. It was mentioned that the quality of some clothes and other products are poor and also that it seems to be cheaply produced.

Insight nr. Ⅲ
The topic “the manager” occurred in 6% of the reviews and has an average grade of 1,58 / 5.  On several occasions, customers had been insulted by the store manager when asking them to resolve an issue. Some perceived it as the managers were not willing to cooperate and that they were being ignorant.

Caption of the topic “low quality” from the dashboard of this analysis.

So what did we find?

Most of New Look’s issues seem to stem from greed and laziness that’s easily fixable. Providing customers with a return label is extremely easy and something most companies do. New Look should also look into a new manufacturer due to poor product quality. Having rude and un-cooperative managers is bad and they should evaluate their trainee program and how they employ managers.

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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