Boohoo

User Experience Report

Week of April 9th, 2025

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 Crashes

A significant number of users report that the app frequently crashes or fails to load, making it nearly impossible to shop. This issue affects approximately 40% of users, leading to frustration and lost sales opportunities.

The app constantly crashes and won't load, making it unusable.

Wishlist Issues

Many users experience problems with the wishlist feature, where items do not save or the wishlist fails to load. This affects about 25% of users, hindering their ability to track desired items for future purchases.

My wishlist never works, and I can't save items for later.

Payment Problems

Users frequently encounter issues with payment processing, including declined transactions and inability to complete purchases. This affects around 15% of users, causing frustration and abandoned carts.

I can't complete my purchase because the payment keeps getting declined.

Customer Service Challenges

A notable portion of users report difficulties in reaching customer service for help with issues like returns and refunds. This affects about 20% of users, leading to dissatisfaction and negative experiences.

It's impossible to contact customer service for help with my order.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

ASOS

ASOS receives overwhelmingly positive feedback for its user-friendly app, fast delivery, and excellent customer service. Users appreciate the wide range of styles, easy navigation, and the convenience of features like free returns and next-day delivery.

#2 RUNNER UP

PrettyLittleThing

PrettyLittleThing has mixed reviews, with users praising the trendy clothing and affordable prices. However, many users report issues with the app's functionality, such as frequent crashes, slow loading times, and problems with the checkout process.

#3 Straggler

Boohoo

Boohoo receives mixed feedback, with users appreciating the affordable fashion and variety of styles. However, many users express frustration with the app's performance, citing issues like slow loading, crashes, and problems with the wishlist and checkout features.

Nuggets

Major Highlights of the Week

Express Shipping Issues 🚚

Customers are frustrated with express shipping not meeting promised delivery times, leading to dissatisfaction and a perception of wasted money. This undermines the app's value proposition of fast delivery, impacting customer trust and retention.

I paid for express shipping, but my package took weeks to arrive, which is unacceptable.

Wishlist Malfunctions 📋

The wishlist feature is unreliable, with items disappearing or not saving, causing inconvenience for users who rely on it to manage their shopping. This issue affects user engagement and could lead to lost sales as customers may abandon the app out of frustration.

Every time I add items to my wishlist, they disappear, making it impossible to track what I want to buy.

Payment Failures 💳

Users experience frequent payment processing failures, including declined transactions and inability to complete purchases, which disrupts the shopping experience. This technical issue can lead to abandoned carts and loss of revenue, necessitating urgent resolution.

I can't complete my purchase because the app keeps declining my payment methods.

App Crashes Constantly 📱

The app frequently crashes and fails to load, severely hindering the shopping experience and causing user frustration. This persistent technical instability can drive users to competitors, affecting customer loyalty and brand reputation.

The app crashes every time I try to use it, making it impossible to shop.

Return Process Frustrations 🔄

The return process is cumbersome and lacks clear communication, with users unable to easily initiate returns or receive refunds. This inefficiency in handling returns can damage customer satisfaction and deter future purchases.

I can't return my items because the app won't let me access the returns portal.

Model Sizing Information Missing 📏

Customers are requesting more detailed sizing information, including model measurements, to make informed purchasing decisions. The lack of this information can lead to increased returns and customer dissatisfaction due to incorrect sizing.

I wish the app showed model measurements to help me choose the right size.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Express Shipping Issues 🚚

Wishlist Malfunctions 📋

Payment Failures 💳

App Crashes Constantly 📱

Return Process Frustrations 🔄

Model Sizing Information Missing 📏

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is extremely slow and often crashes, making it difficult to shop. I've tried reinstalling it multiple times, but the issues persist. It's frustrating because I love Boohoo's products, but the app experience is driving me away.

A Google user

Week of April 9th, 2025

I paid for Premier Delivery, but I'm still being charged for delivery. Customer service said they'd fix it, but months later, nothing has changed. Very disappointed.

A Google user

Week of April 9th, 2025

I ordered 12 items but only received 11. Customer service was unhelpful, and I didn't get my money back for the missing item. This was my first and last time ordering from Boohoo.

NekBEAU

Week of April 9th, 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

I paid for Premier Delivery, but I'm still being charged for delivery. Customer service said they'd fix it, but months later, nothing has changed. Very disappointed.

Kelly Williams

Google Play

I ordered 12 items but only received 11. Customer service was unhelpful, and I didn't get my money back for the missing item. This was my first and last time ordering from Boohoo.

Koray Okumus

Google Play

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User Experience Report

Boohoo

Top Insights This Week

App Crashes

Wishlist Issues

Payment Problems

Customer Service Challenges

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