B&Q: DIY, Gardening, Furniture

User Experience Report

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This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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All Insights

TOP INSIGHTS

A weekly roundup of B&Q: DIY, Gardening, Furniture's key feedback

App Freezing Issues

A significant number of users, approximately 15%, report that the app frequently freezes or becomes unresponsive, requiring them to restart it, which disrupts their shopping experience.

The app constantly freezes and requires restarting, making it unusable for searching items.

Third-Party Seller Confusion

Around 10% of users are frustrated by the inability to filter out third-party sellers, making it difficult to find products available for Click and Collect or in-store purchase.

The app is cluttered with third-party sellers, and I can't filter to see only B&Q products for in-store pickup.

Login and Registration Problems

Approximately 12% of users experience issues with logging in or registering, including problems with password resets and account reactivation, leading to a poor user experience.

I couldn't log in or reset my password due to errors, making the app unusable.

Payment and Checkout Failures

About 8% of users encounter problems during checkout, particularly with PayPal, where the app crashes or fails to process payments, causing frustration and abandoned purchases.

The app crashes when trying to pay with PayPal, making it impossible to complete my order.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

B&Q: DIY, Gardening, Furniture

Houzz receives high praise for its vast array of home design ideas and inspiration, with users appreciating the app's ability to cater to diverse tastes and styles. However, some users express frustration with spam emails and technical issues, such as app crashes and difficulties in account management.

#2 RUNNER UP

B&Q: DIY, Gardening, Furniture

B&Q's app is appreciated for its product range and ease of navigation, but users frequently report technical issues, such as app crashes, login problems, and difficulties with the wishlist and checkout features. Customer service and response to feedback are also areas of concern for many users.

#3 Straggler

Wickes

Wickes' app is criticized for frequent crashes, login issues, and poor navigation, leading to a frustrating user experience. Users often find it easier to shop in-store or use competitors' apps, as the app's technical problems hinder its functionality.

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Nuggets

Major Highlights of the Week

Apple Wallet Issue

The B&Q Club card fails to load into Apple Wallet, displaying an error message despite multiple attempts and updates.

Despite several updates, the B&Q card won't load into Apple Wallet, always showing an error.

App Freezing

The app frequently becomes unresponsive, requiring users to close and reopen it, disrupting the shopping experience.

The app constantly freezes and needs restarting, making it unusable for item searches.

Generic Responses

Customer service responses are perceived as generic and unhelpful, failing to address specific user complaints effectively.

Developer responses are generic and don't address specific issues, showing disregard for user feedback.

Click and Collect Filter

The app lacks a filter for 'Click and Collect', forcing users to manually check each item for availability, leading to frustration.

Without a 'Click and Collect' filter, I have to open each item to see if it's available for collection.

Account Re-registration

Users with inactive accounts face difficulties re-registering due to email association issues and delayed verification codes.

Re-registering is impossible as my email is already linked, and verification codes are delayed.

Third-Party Listings

The app is cluttered with third-party listings, making it difficult to find B&Q-specific products and check in-store availability.

The app is filled with third-party sellers, making it hard to find B&Q products for in-store pickup.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Apple Wallet Issue

The B&Q Club card fails to load into Apple Wallet, displaying an error message despite multiple attempts and updates.

App Freezing

The app frequently becomes unresponsive, requiring users to close and reopen it, disrupting the shopping experience.

Generic Responses

Customer service responses are perceived as generic and unhelpful, failing to address specific user complaints effectively.

Click and Collect Filter

The app lacks a filter for 'Click and Collect', forcing users to manually check each item for availability, leading to frustration.

Account Re-registration

Users with inactive accounts face difficulties re-registering due to email association issues and delayed verification codes.

Third-Party Listings

The app is cluttered with third-party listings, making it difficult to find B&Q-specific products and check in-store availability.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app constantly freezes and becomes unresponsive, requiring me to close and reopen it. It's frustrating to start over in the middle of a search, so I've given up on the app and use the website instead.

Very addictive:;()/

Week of July 16th, 2025

The app is filled with third-party sellers, making it difficult to find products available for Click and Collect. I have to check each item individually, which is time-consuming. If I wanted to buy from third parties, I'd use Amazon.

Mintstrip

Week of July 16th, 2025

Trying to use the app is frustrating as nothing loads, not even a visual representation of it trying to load. As an employee, it's embarrassing to show customers how to use it when it doesn't work.

Apple.H07

Week of July 16th, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes

Candice Wu

App Store

Kelly Williams

Google Play

Trying to use the app is frustrating as nothing loads, not even a visual representation of it trying to load. As an employee, it's embarrassing to show customers how to use it when it doesn't work.

Koray Okumus

Google Play

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User Experience Report

Report Date

B&Q: DIY, Gardening, Furniture

Top Insights This Week

App Freezing Issues

Third-Party Seller Confusion

Login and Registration Problems

Payment and Checkout Failures

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

Start your 14-day free trial

Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts