Frasers Plus

User Experience Report

Report Date

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 Frasers Plus's key feedback

Customer Service Issues

Many users express frustration with the app's customer service, particularly the lack of human interaction and slow response times. Approximately 30% of users report difficulties in resolving issues due to reliance on automated responses and ineffective chat support.

The app's chat service is frustrating, with agents repeating questions and no real help available.

Payment Confusion

Users frequently mention confusion around payment processes, including unexpected interest charges and difficulty in making early payments. Around 25% of users are affected by unclear payment terms and automatic plan changes that lead to higher costs.

I was shocked to find my payment plan automatically changed to 12 months with high interest, increasing my balance unexpectedly.

App Functionality Problems

A significant number of users report issues with app functionality, such as login problems, notification errors, and difficulties in navigating the app. Approximately 20% of users experience these technical issues, which hinder their ability to manage accounts effectively.

I can't log in or reset my passcode, making the app unusable for me.

Complex User Interface

The app's interface is described as complicated and not user-friendly, leading to difficulties in tracking orders and understanding account details. About 15% of users find the app's design and navigation challenging, impacting their overall experience.

The app is confusing, with different pages showing inconsistent information about my credit and payments.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

Frasers Plus

Clearpay receives overwhelmingly positive feedback, with users praising its ease of use, affordability, and the ability to spread payments without incurring debt. Many appreciate the app's user-friendly interface and the positive impact on their credit scores.

#2 RUNNER UP

Frasers Plus

Frasers Plus receives mixed feedback, with users expressing frustration over confusing payment processes, poor customer service, and unexpected interest charges. However, some users appreciate the app's rewards system and the flexibility of payment options.

#3 Straggler

Klarna

Klarna faces criticism for its transition from Stocard, with users frustrated by login issues, data demands, and the loss of convenient features. Despite these issues, some users find the app useful for spreading payments and appreciate its functionality.

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Nuggets

Major Highlights of the Week

Customer Support Delays

The app's customer support is slow, taking weeks to respond to complaints, which is frustrating for users, especially those with accessibility needs. A user mentioned waiting over a week for an email response, only to be told it could take up to 8 weeks for a resolution.

Complaint raised, it's taken them a week to email me regarding the complaint to be told won't get an answer for up to 8 weeks.

Payment Confusion

Users find the payment process confusing, with unexpected changes to payment plans and difficulties in making early payments. One user was automatically placed on a 12-month plan with high interest, despite intending to pay off the balance quickly.

I downloaded the app and was appalled to discover they had automatically placed me on a 12-month payment plan with an interest rate that doubled my balance.

App Functionality Issues

The app has technical issues, such as login problems and incorrect notifications, which hinder user experience. A user reported being unable to log in after changing their pin, leading to an awful experience.

I changed my pin only for the app to not allow me to log in again.

Interest Rate Discrepancies

There are discrepancies in the interest rates applied, with some users being charged unexpectedly high rates. A user reported being charged a 49.9% APR, which was not aligned with their expectations.

The APR is 49.9% and no way of changing it.

Communication Barriers

The app lacks effective communication channels, with users unable to speak to a real person and relying on ineffective AI chat support. One user spent hours with AI support without resolving their issue.

I found the app not clear and easy to use, and it took me around 3 hours of chatting with AI and chat support to get no suitable resolution.

Order Tracking Issues

Users face difficulties tracking their orders, with no clear way to see order status or receive confirmations. A user expressed frustration over not receiving order confirmation or tracking information.

No idea if I am getting my order. Don’t see how to track. No emails received.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Customer Support Delays

Payment Confusion

App Functionality Issues

Interest Rate Discrepancies

There are discrepancies in the interest rates applied, with some users being charged unexpectedly high rates. A user reported being charged a 49.9% APR, which was not aligned with their expectations.

Communication Barriers

Order Tracking Issues

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is very confusing and makes it difficult to manage payments. I was charged interest on an order that should have been interest-free, and customer service is unhelpful. I'm closing my account due to poor service.

NotEthel

Week of July 17th, 2025

I downloaded the app and was shocked to find myself automatically placed on a 12-month payment plan with a high interest rate. There's no way to pay off the balance quickly, which feels like a trap to keep users in debt.

OliviaaS

Week of July 17th, 2025

The app is not user-friendly, and I can't make early payments to reduce interest. Customer service is unresponsive, and the app feels underdeveloped. I would avoid using it.

Zoballs_Utd

Week of July 17th, 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

The app is not user-friendly, and I can't make early payments to reduce interest. Customer service is unresponsive, and the app feels underdeveloped. I would avoid using it.

Koray Okumus

Google Play

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User Experience Report

Report Date

Frasers Plus

Top Insights This Week

Customer Service Issues

Payment Confusion

App Functionality Problems

Complex User Interface

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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