Retail is detail... and customer service.
Long gone are the days when you could instruct your store staff to decline any returns or refunds for whatever reason. However, in an online world the ability of customers who feel they have been wronged to broadcast their grievance has empowered customers to a level which legacy retailers do not appear well prepared for.
Following the [again] lacklustre results from Arcadia Group we took it upon us to go through their finances to see if there is anything alluding to why the company is not doing well and gaining online traction where Asos and Boohoo are easily storming ahead.
Having reviewed a number of feeback scores from Trustpilot.com it appears that not only is this isolated to Arcadia Group and Topshop, but almost exclusively to multi-channel retailers - extremely bad customer service.
Of all the multi-channel retailers we could only find one retailer with more than a single star (of five) which was surprisingly - New Look... but only with two stars.
Comparing to the pureplay fashion retailers there is a stark contrast in reputational awareness. Although Boohoo comes out in the bottom, compare the number of reviews with that of New Look and it becomes pretty apparent what is happening.
See the difference?