Peapod, your customers demand a better refund policy

Caption of a Peapod delivery truck.
Photo: Paul Sableman

Insight nr. Ⅰ
The topic “call center” occurred in 9% of the reviews and has an average grade of 1,49 / 5. There were complaints about being put on hold for a long period of time when calling customer support. In some cases, customer service had been unhelpful and letting customers do the research. For instance, why their order is missing or canceled or how much they had been overcharged.

Insight nr. Ⅱ
The topic “refunds” occurred in 5% of the reviews and has an average grade of 1,63 / 5. Some claimed that when not receiving their order, they didn’t get a refund. It was also mentioned that some had difficulties to get a refund when some products were in bad condition upon arrival.

Insight nr. Ⅲ
The topic “emails” occurred in 6% of the reviews and has an average grade of 1,39 / 5. Customers had reportedly not been receiving notifications regarding order delays or they had been notified about cancelations last-minute. On some occasions, customer service hadn’t responded to their emails.

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

Two short and concise suggestions for Peapod

From our analysis, we believe Peapod is in need of an improved refund policy. They would also benefit from better customer support and being more available to customers.

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 Facebook.

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