Pets at Home

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.

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All Insights

TOP INSIGHTS

A weekly roundup of Pets at Home's key feedback

Login and Account Issues

A significant number of users, approximately 30%, report difficulties with logging in and managing their accounts. These issues include being unable to sign in, the app not remembering login details, and problems with password resets.

I can't sign in to my account, and the app doesn't remember my login details.

Checkout and Order Problems

Around 25% of users experience issues during the checkout process, such as app crashes, stock availability errors, and problems with order completion. These issues make the shopping experience frustrating and unreliable.

The app crashes during checkout, and I can't complete my order due to stock errors.

Customer Support Challenges

Approximately 20% of users express dissatisfaction with the customer support options available through the app. They find it difficult to get help with orders, and the live chat feature often fails to provide timely assistance.

I can't find a way to contact customer support through the app, and the live chat doesn't respond.

Voucher and Offer Limitations

About 15% of users are frustrated with the app's handling of vouchers and offers. They report expired vouchers that can't be deleted, irrelevant offers, and a lack of incentives compared to previous experiences.

The app shows expired vouchers that I can't use or delete, and the offers are not relevant to my purchases.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

Chewy

Chewy receives high praise for its customer service and user-friendly app, with many users appreciating the ease of ordering and the variety of products available. Customers often highlight the company's prompt delivery and responsive support team, making it a favorite among pet owners.

#2 RUNNER UP

Petco

Petco garners mixed reviews, with users appreciating the range of products and in-store experiences but expressing frustration with the app's functionality and customer service. Some users report issues with order processing and delivery, which detracts from the overall shopping experience.

#3 Straggler

Pets at Home

Pets at Home receives predominantly negative feedback, with users frequently encountering issues with the app's functionality, such as login problems and difficulty accessing vouchers. Customers express dissatisfaction with customer service and delivery issues, although some praise in-store staff for their helpfulness.

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Nuggets

Major Highlights of the Week

Users face persistent login problems, including password reset loops and non-functional sign-in buttons, preventing access to accounts and benefits. This issue disrupts user engagement and diminishes app utility.

I can't sign in to my account as the app keeps reverting to the home page.

Checkout Failures

The checkout process is plagued by crashes and stock-related errors, causing frustration and incomplete transactions. This undermines the app's core shopping functionality and user satisfaction.

The app crashes at checkout due to stock issues, making it impossible to complete purchases.

Voucher Visibility

Vouchers and offers are not displaying correctly, leading to missed savings and user dissatisfaction. This affects the perceived value of the Pets Club membership.

I can't view my vouchers in the app, which always says something went wrong.

Customer Support Gaps

Users struggle to find effective customer support within the app, with live chat and contact options failing to resolve issues. This lack of support leads to unresolved problems and potential customer attrition.

There's no convenient way to communicate issues in the app, and live chat is unresponsive.

Subscription Management

Managing subscriptions is cumbersome, with users unable to amend or cancel orders easily, leading to unwanted deliveries and financial inconvenience. This complexity detracts from the app's promise of hassle-free service.

I can't amend my subscription, and the app sends me in circles.

App Performance

The app is slow and buggy, with navigation issues and frequent crashes, impacting user experience and engagement. These technical flaws hinder the app's reliability and usability.

The app is slow and doesn't react properly, making it difficult to use.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Checkout Failures

The checkout process is plagued by crashes and stock-related errors, causing frustration and incomplete transactions. This undermines the app's core shopping functionality and user satisfaction.

Voucher Visibility

Vouchers and offers are not displaying correctly, leading to missed savings and user dissatisfaction. This affects the perceived value of the Pets Club membership.

Customer Support Gaps

Subscription Management

App Performance

The app is slow and buggy, with navigation issues and frequent crashes, impacting user experience and engagement. These technical flaws hinder the app's reliability and usability.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app crashes every time I try to edit my dog's weight, making it unusable. I'm considering deleting it.

Vespamuppet

Week of July 16th, 2025

I can't log in with my saved password and the app doesn't remember my credit card details. I got stuck in a loop trying to register a new account.

petalpoodles

Week of July 16th, 2025

The app and website crash when there's a stock issue, causing the checkout process to fail. It needs significant improvement.

MrtaBar81

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

The app crashes every time I try to edit my dog's weight, making it unusable. I'm considering deleting it.

Candice Wu

App Store

I can't log in with my saved password and the app doesn't remember my credit card details. I got stuck in a loop trying to register a new account.

Kelly Williams

Google Play

The app and website crash when there's a stock issue, causing the checkout process to fail. It needs significant improvement.

Koray Okumus

Google Play

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User Experience Report

Report Date

Pets at Home

Top Insights This Week

Login and Account Issues

Checkout and Order Problems

Customer Support Challenges

Voucher and Offer Limitations

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