E-commerce platform reputation survey: Etsy wins, Wayfair logistics is poor

It is learned that recently, Chattermill analyzed more than 42,000 feedbacks on some of the most popular e-commerce platforms, including Etsy, Wayfair, eBay, Zalando and Depop. These reviews include reviews from buyers and sellers and were posted on the review platform Trustpilot from January 1, 2022 to January 27, 2023.

The analysis shows that Etsy is the e-commerce platform with the best reputation among sellers and buyers, performing well in all evaluation indicators, such as thoughtful customer service and good product quality. Depop ranks the lowest, with users dissatisfied with the sales process, communication process, and the overall quality of the application and website.

One Depop customer commented: "Worst customer service ever."

Analysis shows that the professionalism and response speed of customer service staff, as well as their attitude towards problem solving, are the main factors driving positive customer emotions, which greatly influence brand loyalty and trust.

In addition to buyers, sellers have mixed opinions on the sales services of various platforms. When selling on Depop and eBay, the most common negative comment mentioned by sellers is "high sales fees." Vinted is more popular with sellers because it does not charge sales fees.

In general, price and sales fees are the factors that sellers and buyers are most concerned about. Buyers mentioned that the most common comments about price are "high price", "price increase" and "fees", while sellers mentioned "commissions", "fees" and "no money".

Logistics services are also one of the important reasons that affect platform customers, and Wayfair is the retailer with the most negative reviews in terms of logistics. Issues such as delivery speed, lost/non-delivered in transit, and returns are some of the main problem areas that drive negative sentiment for delivery.

Among the logistics providers with the worst experiences, Evri (formerly Hermes) leads the ranking, followed by UPS, PostNord, RoyalMail, Packlink, Yodel and FedEx.

The study concluded that user experience is more important than ever for e-commerce platforms, and they must not only serve buyers well but also not ignore sellers.

Editor✎ Ashley/

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