Boxed are in great need of better boxes

Caption of a cardboard box.
Photo: Creativity103

Insight nr. Ⅰ
The topic “package” occurred in 8% in the reviews and has an average grade of 4,29 / 5. Some complained about their packages being damaged with ruined products. Either that or items had been missing.

Insight nr. Ⅱ
The topic “delivery service” occurred in 7% of the reviews and has an average grade of 4,56 / 5. It’s related to the topic “package”, as mentioned before, it seems that some items – especially fresh ones such as fruits – were damaged when delivered. It was also mentioned that some had to wait for a long time before receiving their orders. That had to do with software issues making it difficult to find the correct address.

Insight nr. Ⅲ
The topic “variety” has an average grade of 4,60 / 5 and occurred in 12% of the reviews. Some customers were reportedly dissatisfied with the limited product selection and wanted to see more variety. It also seems that the restocking of various items isn’t fast enough.

Caption of the topic “delivery service” from the dashboard of this analysis.


According to our analysis, customers are dissatisfied with how often the products are damaged. However, if Boxed focused on improving the packaging of the products, this would no longer be a problem. Also, the lack of variety is crucial to improve – otherwise, some customers may choose another service instead with a wider range and better prices.

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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