Stock X and Their Problem with Customers

October 16, 2020

I chose Stock X to be my social media brand for this marketing assignment. I'm interested in this brand because people have been having problems with them. It's weird to see lots of people having problems with this company because I've had only good experiences with them. I love their huge selection of products they have to offer on their website or app. They sell lots of clothes that I'm into and shipping was relatively fast. But to be hearing people have been having problems with them is saddening. 

Stock X has been having problems with their customers over the last 5-6 months because of shipping issues and their lack of being able to have good customer service. The reason why this issue was happening is because they announced that COVID-19 has had a great impact on their business and shipping may be held back 2-3 weeks. People were not happy about this and Stock X has been getting a lot of hate for it. They have lost customers due to the problem of slow shipping and their ability to be in contact with their customer. 

Stock X's value proposition is "Buy & Sell verified authentic sneakers, streetwear, bags, watches, collectibles & trading cards." Big part of this value proposition is the verified authentic part. They make sure everything you get is 100% authentic and you don't have to worry about getting something fake. This is a key part of selling clothes that are expensive, because the worry of selling something fake will only tear down your business. Stock X does a great job making sure what you get is authentic. 

Their are 3 main things people are saying about this brand right now at this time. They are slow at shipping, they can't contact someone that will help them, and customer service is a joke. Stock X has been getting a lot of hate on their social media posts because of these problems. Example photo is below.

For their marketing strategy. They post new gear almost everyday on instagram. They tell you what the product is, and when its going to be released. They use high quality photos to get a customers attention and add what and how to get the product. Their instagram has 3.3million followers, so they have a great following. The more followers you have, the more people that are going to see it, which means more people that are going to be interested in what Stock X is selling. This is a purple cow because not a lot of companies have a following and brand like Stock X has. Even with the problems they have faced over the past 6 months due to COVID-19, they are still making great sales. 

Other than the last 6 months of shipping issues and poor customer service, I wouldn't say they're struggling with getting people to know the company. They are at the top for followers, product and sales for this type of business. 

Stock X, unfortunately, has not said a lot about the shipping issues and poor customer service for the past months other than it's due to COVID. I think they should at least give updates on how they're addressing and fixing the issue. With not letting your customers know what's going on with the issues is the biggest problem. Being in contact with the customers is key. 

If I were running this company I would make sure my customers are satisfied with what they order and get it on time. Shipping and handling is one of the most important parts for ordering online. So I would make that a priority and make sure my customers are satisfied with my company. 

I learned that not all brands/companies can be perfect. There's going to be some bumps in the road during the journey of business. It's only you who can fix it. "That which does not kill us, only makes us stronger."