Analysis of Boxfresh reviews suggest they keep better track of their stock

Caption of a man tying dress shoes.
Photo: Petar Milošević

Insight nr. Ⅰ
The topic “stock” occurred in 8% of the reviews and has an average grade of 2,27 / 5. Some complained that they hadn’t been informed that their purchase items were out of stock days after they had placed the order online.

Insight nr. Ⅱ
The topic “email support” occurred in 5% of the reviews and has an average grade of 1,54 / 5. It seems that email support had been slow to reply and also unapologetic towards customers.

Insight nr. Ⅲ
The topic “phone calls” occurred in 3% of the reviews and has an average grade of 2,67 / 5. In some cases, customer service had been ignorant and not willing to cooperate at first regarding, for instance with refunds.

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

Suggestions for Boxfresh

We know that due to Covid-19, Boxfresh is temporarily suspending all online orders (March 31st, 2020). However, we have two main suggestions for future improvements, based on our analysis. That is to create more reliable stock level information – this could decrease the number of refund requests. Also, to be more responsive through email support.

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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