Massimo Dutti seems to have questionable refund and return processes

Caption of a Massimo Dutti storefront.
Photo: Erwin Soo

Insight nr. Ⅰ
“Returns” has an average grade of 1,33 / 5 and an occurrence of 8%. Sentiment increased this year, but still has plenty of room to grow. It is usually often mentioned along with “policy” and “website”.



Insight nr. Ⅱ
“Refunds” has an average grade of 1,26 / 5. The occurrence is 14%. Sentiment fell in 2017 and has since continued to decrease.

Insight nr. Ⅲ
“Product quality” has an occurrence of 17%, and an average grade of 2,28 / 5. Since 2018 sentiment has been decreasing slowly. It is usually mentioned along with “poor” and “price”.

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

Conclusion and suggestion

As markets change and times move forward, customer relations are becoming a more and more important topic for companies to focus on. Since products usually can be found at other retailers, personal connection is what keeps customers coming back to certain businesses. Therefore, we suggest Massimo Dutti have a closer look at how they are dealing with returns and refunds since customers are dissatisfied with it.

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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