Analysis of Evans’ reviews hinting at the need for a new return policy

Caption of a clothes store.
Photo: My name’s axel

Insight nr. Ⅰ
The topic “email support” occurred in 18% of the reviews and has an average grade of 1,18 / 5.  Some claimed they never heard back from customer service when emailing them. It also seems that on several occasions, email confirmations were never sent. In some cases, customers received an incorrect return label, either that, or they didn’t receive one at all. This caused them to not being able to return, their products in a timely manner.

Insight nr. Ⅱ
The topic “return policy” has an average grade of 1,40 / 5 and occurred in 21% of the reviews. As mentioned previously, it seems to take too long to get returns issued, therefore it’s preventing customers to receive their refunds in time as well.

Insight nr. Ⅲ
The topic “delivery time” occurred in 8% in the reviews and has an average grade of 1,05 / 5. It was mentioned that some orders never arrived, that customers never received their items. It seems that when orders were delayed, customers received mixed messages from customer service. It was also difficult to get in contact with them.

Caption of the topic “return policy” from the dashboard of this analysis.

Conclusion and suggestions

According to our analysis, Evans has some problems with their deliveries. Some customers don’t seem to receive their orders and it also seems to be hard to return products. This causes frustration among customers, a frustration that doesn’t get better by the responses from Evans over email. Evans should try to make it easier to return products, make sure that orders reach the customers and improve customer service.

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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