Lost orders create demands for refunds among Start Fitness customers

Caption of a clothes store.

Insight nr. Ⅰ
The topic “email support” occurred in 4% of the reviews and has an average grade of 2,61 / 5. Customers had reportedly received rude emails, from customer support when having complaints. It seems that they didn’t want to take accountability, for mistakes caused by the company.



Insight nr. Ⅱ
The topic “phone calls” has an average grade of 2,82 / 5 and occurred in 3% of the reviews. It was mentioned that customer service, on several occasions, had been unhelpful and not willing to find a solution.

Insight nr. Ⅲ
The topic “refund policy” occurred in 5% and has an average grade of 2,21 / 5. Some claimed that they never received their purchased products. It also seems that sometimes, it’s difficult to issue a refund.

Conclusion and suggestions

The customer service needs to improve. Both in emails and over the phone, Start Fitness representatives appear as rude and unwilling to help. Multiple customers complain about the refund policy, one reason for this is that customers don’t receive their orders. Start Fitness should take a look at this since correctly on-time deliveries most certainly also would decrease the demands for refunds.

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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