SweetLegs
Customer Reviews Intelligence Report
Powered by Sum Digital
46,975 Reviews Analyzed
12 Years 2014 - 2026
17,656 Unique Customers

📋 Key Findings

Problem Product Lines

18-25%

Jeggings, Faux Leather, and Cap Sleeve Tees have negative rates 7-10x higher than average. These need immediate attention.

Customer Service Pain

24%

Reviews mentioning customer service have a 24% negative rate vs 2.5% overall. Returns and exchanges are friction points.

Loyal Super Fans

687

Customers with 10+ reviews. One customer has 421 reviews. 36% of customers are repeat reviewers.

Overall Performance
4.84
Average Rating
Stable since 2018
96%
Would Recommend
91%
Positive Sentiment
↓ from 94% in 2017
2.5%
Negative Rate
94%
Canadian
Only 1% US
Attention Required
Products With High Negative Rates
Product Reviews Avg Rating Negative Rate vs Average (2.5%)
Cap Sleeve Scoop Neck Tee 24 3.7 25.0%
Anytime Jeggings 39 4.1 20.5%
Anytime Jeggings - Indigo 35 4.3 20.0%
Luxe Faux Leather Leggings 56 4.4 17.9%
Onyx Wide Waistband Crops 75 4.3 17.3%
Wide Waistband Products (all) 332 4.5 10.8%
Rating Trend: Black Licorice (Flagship)
Tracking quality perception over time
Tops vs Bottoms Performance
Tops have higher negative rates
Sentiment Trend by Year
Positive sentiment has declined from 94.6% (2014) to 88% (2024), recovering slightly in 2025
Voice of Customer
What Customers Are Really Saying
"The quality has gone WAY down. These are not soft, comfortable, or stretchy. I will not be buying Sweetlegs anymore. They've changed how they make them."
De-Lightful Plus ★ 1/5
"Super comfy but the high waist immediately started rolling down when I put them on. Not sure if it's my height or build that caused it."
Black High-Waisted Leggings ★ 4/5
"These are the thinnest pair I own. I can see my underwear through them at the front. When my knees are bent you can see right through the fabric."
Material Girl Plus ★ 1/5
"These leggings changed my life! They are the best fitting, most comfortable leggings ever! I have been recommending them to everyone!"
Black Licorice ★ 5/5
Top Complaint Categories
From 1,185 negative reviews
Products Getting Worse Over Time
Rating change: first half vs second half of reviews

📊 Segment Comparison

Verified Buyers (94%) 4.83 avg
Non-Verified (6%) 4.95 avg
Reviews with Images (15%) 4.92 avg
Gift Purchases (8%) 4.90 avg

⚠️ When Things Go Wrong

Mentions Customer Service 24% negative
Mentions "Thin" Fabric 337 complaints
Mentions "See Through" 45+ reviews
Negative w/ Reply 49% responded
Recommendations
Actionable Next Steps

1 Fix the Jeggings Line

With an 18-20% negative rate, the Jeggings are damaging brand perception. Common complaints: stiff material, strong odor, sizing issues. Consider discontinuing or reformulating.

→ Product team review needed

2 Wide Waistband Issue

The wide waistband rolls down on many body types. This is a design/engineering issue affecting 332+ reviews. The regular waistband doesn't have this problem.

→ Redesign waistband construction

3 Address Fabric Thinness

337 reviews complain about thin/see-through fabric. Multiple customers note quality has "gone down." This perception threatens the brand's comfort-first positioning.

→ Quality control audit

4 Customer Service Training

When customers mention customer service, 24% are negative (10x the average). Returns and exchanges are pain points. This is recoverable with process improvements.

→ CX team process review

5 Sizing Consistency

Sizing is mentioned in both positive AND negative keywords. Customers report inconsistency between products. Consider a fit-finder tool or clearer size guides.

→ Size guide enhancement

6 Leverage Super Fans

687 customers have 10+ reviews. One has 421! These are potential brand ambassadors, UGC creators, and focus group participants. They're highly engaged and love the brand.

→ VIP program opportunity