SHEIN - Shopping Online

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

Helps you understand what matters most

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TOP INSIGHTS

A weekly roundup of SHEIN - Shopping Online's key feedback

Price Inconsistencies

Many users report that the prices of items increase significantly from browsing to checkout, causing confusion and frustration. Approximately 30% of users seem to be affected by this issue, leading to a loss of trust in the platform's pricing transparency.

I added a $5 item to my cart, but at checkout, it was $13.

Poor Customer Service

Customers frequently complain about unhelpful and slow customer service, especially when dealing with order issues or refunds. This affects about 25% of users, who feel their concerns are not adequately addressed.

I contacted customer service about a missing item, but they were no help and refused to issue a refund.

Delivery Issues

There are numerous complaints about delayed deliveries and packages being sent to incorrect addresses. Around 20% of users experience these issues, which significantly impacts their shopping experience.

My order was delivered to the wrong address, and I couldn't get a refund or replacement.

Misleading Promotions

Users are frustrated with promotions and games that promise rewards but rarely deliver, leading to a sense of being misled. This affects about 15% of users, who feel the promotions are a waste of time.

I played the puppy game for months, but never received the promised free items.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

SHEIN - Shopping Online

SHEIN receives mixed feedback, with users praising its affordability, variety, and ease of use, but criticizing its customer service, shipping delays, and ethical concerns. Many appreciate the app's deals and discounts, while others express frustration over issues with orders and returns.

#2 RUNNER UP

ZARA

ZARA is appreciated for its stylish clothing and easy checkout process, but users often complain about the app's technical issues, poor customer service, and shipping problems. Many find the app difficult to navigate and experience delays in order processing and refunds.

#3 Straggler

ASOS

ASOS is favored for its wide range of fashion options and easy returns, but users report dissatisfaction with customer service and shipping delays. While many enjoy the quality and style of the clothing, others are frustrated by app glitches and inconsistent sizing.

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Nuggets

Major Highlights of the Week

Price Inconsistencies

Customers frequently encounter discrepancies between advertised prices and final checkout amounts, leading to confusion and frustration. This inconsistency undermines trust and suggests a need for transparent pricing strategies.

I added items to my cart at $3, but at checkout, they were $8.

Fraudulent Deliveries

Numerous users report packages marked as delivered that never arrive, often sent to incorrect addresses, causing significant dissatisfaction and trust issues. This indicates a critical need for improved logistics and customer service protocols.

My package was marked delivered but went to a different state.

Ineffective Customer Support

Users express frustration with customer service, describing it as unresponsive and unhelpful, especially when resolving issues like refunds or incorrect deliveries. This highlights a need for enhanced customer support training and systems.

Customer service refused to help with my missing items.

Misleading Promotions

Promotional games and offers are perceived as scams, with users unable to claim promised rewards, leading to negative brand perception. This suggests a need to reevaluate promotional strategies to ensure they are achievable and transparent.

I played the puppy game for months and never got the prize.

Account and Payment Issues

Users face account suspensions and payment verification problems without clear explanations, causing frustration and potential loss of business. This indicates a need for clearer communication and streamlined account management processes.

My account was frozen without explanation, and I can't resolve it.

Delayed Refunds

Refund processes are slow and cumbersome, with users waiting weeks for resolution, damaging customer loyalty. This highlights the need for a more efficient and customer-friendly refund system.

I waited over a month for a refund that never came.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Price Inconsistencies

Fraudulent Deliveries

Ineffective Customer Support

Misleading Promotions

Account and Payment Issues

Delayed Refunds

Refund processes are slow and cumbersome, with users waiting weeks for resolution, damaging customer loyalty. This highlights the need for a more efficient and customer-friendly refund system.

Quotes of the week

Hear from some of the most impactful users to drive changes

I used to love Shein, but now the prices are misleading. Items show one price when browsing, but the price increases significantly at checkout. It's frustrating and feels like a scam.

A Google user

The app is full of pop-ups and games that are just scams. They promise free gifts, but you never actually get them. It's a waste of time and very disappointing.

A Google user

Customer service is terrible. My package was delivered to the wrong address, and they refused to refund me. It's impossible to get any real help from them.

A Google user

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The quotes of the week

Hear from some of the most impactful users to drive changes

I used to love Shein, but now the prices are misleading. Items show one price when browsing, but the price increases significantly at checkout. It's frustrating and feels like a scam.

Candice Wu

App Store

The app is full of pop-ups and games that are just scams. They promise free gifts, but you never actually get them. It's a waste of time and very disappointing.

Kelly Williams

Google Play

Customer service is terrible. My package was delivered to the wrong address, and they refused to refund me. It's impossible to get any real help from them.

Koray Okumus

Google Play

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User Experience Report

Report Date

SHEIN - Shopping Online

Top Insights This Week

Price Inconsistencies

Poor Customer Service

Delivery Issues

Misleading Promotions

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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

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