Boohoo

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.

Highlights trends and insights

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All Insights

TOP INSIGHTS

A weekly roundup of Boohoo's key feedback

App Performance Issues

Many users report that the app frequently crashes, is slow to load, and often fails to open, affecting approximately 40% of users. This significantly hinders the shopping experience and leads to frustration.

The app never opens, just stays on the loading screen, making it impossible to shop.

Refund and Return Problems

Customers face challenges with the refund process, including incomplete refunds and difficulty in contacting customer service, affecting about 25% of users. This leads to dissatisfaction and distrust in the service.

I was charged for a return and didn't receive my full refund, and customer service was unhelpful.

Payment and Checkout Issues

Users experience problems with payment processing, including declined transactions and issues with promo codes, affecting around 20% of users. This disrupts the purchasing process and causes inconvenience.

Every time I try to pay, it says 'oops' and doesn't process my order.

Wishlist and Basket Errors

The app often fails to save items in the wishlist or basket, with items disappearing unexpectedly, affecting approximately 15% of users. This makes it difficult for users to manage their shopping effectively.

My basket was emptied and items weren't moved to favorites, which is frustrating.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

ASOS

ASOS receives high praise for its trendy selection, easy returns, and fast delivery, though some users report issues with customer service and refund processes.

#2 RUNNER UP

Boohoo

Boohoo is appreciated for its affordable prices and size-inclusive range, but users frequently encounter app glitches, slow performance, and issues with order processing.

#3 Straggler

Zara

Zara is favored for its quality and style, but users often criticize the app's technical issues and poor customer service, particularly regarding delivery and returns.

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Nuggets

Major Highlights of the Week

App Crashes

The app frequently crashes and fails to load, making it unusable for many users. This persistent issue leads to frustration and lost sales opportunities.

The app never opens, just stays on the loading screen, making it impossible to shop.

Refund Issues

Customers face significant challenges with the refund process, including incomplete refunds and long wait times. This undermines trust and satisfaction with the service.

I was charged for a return and didn't receive the full refund amount.

Wishlist Errors

The wishlist feature is consistently malfunctioning, preventing users from saving or accessing desired items. This disrupts the shopping experience and reduces user engagement.

My wishlist never loads, and I can't see what I want to purchase.

Payment Failures

Users experience frequent payment processing errors, leading to abandoned carts and lost sales. This technical issue is a major barrier to completing purchases.

I can't make any payments as the app keeps saying 'something went wrong'.

Customer Service Gaps

There is a lack of effective customer service channels, leaving users unable to resolve issues promptly. This results in dissatisfaction and negative perceptions of the brand.

I can't contact anyone for support, only automated responses.

Size and Stock Inaccuracy

Inaccurate size guides and stock information lead to incorrect orders and returns. This inconsistency frustrates customers and complicates the shopping process.

Items in my size are often out of stock, and the size guide is unhelpful.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

App Crashes

The app frequently crashes and fails to load, making it unusable for many users. This persistent issue leads to frustration and lost sales opportunities.

Refund Issues

Customers face significant challenges with the refund process, including incomplete refunds and long wait times. This undermines trust and satisfaction with the service.

Wishlist Errors

The wishlist feature is consistently malfunctioning, preventing users from saving or accessing desired items. This disrupts the shopping experience and reduces user engagement.

Payment Failures

Users experience frequent payment processing errors, leading to abandoned carts and lost sales. This technical issue is a major barrier to completing purchases.

Customer Service Gaps

There is a lack of effective customer service channels, leaving users unable to resolve issues promptly. This results in dissatisfaction and negative perceptions of the brand.

Size and Stock Inaccuracy

Inaccurate size guides and stock information lead to incorrect orders and returns. This inconsistency frustrates customers and complicates the shopping process.

Quotes of the week

Hear from some of the most impactful users to drive changes

I would shop from the app more if it had customer reviews and photos. Return shipping is difficult where I live, and I leave a lot of items in my cart because I'm not willing to risk buying something I'm not confident about.

island-shopper

I ordered a dress and paid for express shipping, but it arrived late. The app's express shipping is supposed to be 3 business days, but I waited nearly three weeks. This is wasting customers' time and money.

Kaya Onnay

The app is very glitchy and slow, making it difficult to use. It often crashes, and I can't access my wishlist or the homepage. This has been an issue for months.

A Google user

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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

The app is very glitchy and slow, making it difficult to use. It often crashes, and I can't access my wishlist or the homepage. This has been an issue for months.

Koray Okumus

Google Play

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User Experience Report

Report Date

Boohoo

Top Insights This Week

App Performance Issues

Refund and Return Problems

Payment and Checkout Issues

Wishlist and Basket Errors

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