Farfetch

User Experience Report

Week of February 14th, 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

Helps you understand what matters most

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All Insights

TOP INSIGHTS

A weekly roundup of Farfetch's key feedback

Payment Issues

Users frequently experience problems with payment processing, leading to canceled orders and frustration. This issue affects customer trust and satisfaction.

Search Functionality

Users frequently experience problems with payment processing, leading to canceled orders and frustration. This issue affects customer trust and satisfaction.

Pricing Concerns

Users report negative experiences with customer service, including unresponsive support and unresolved issues. This leads to dissatisfaction and loss of customer loyalty.

Customer Service

The app frequently experiences technical issues, such as crashing and network errors, which hinder the shopping experience. Improving app stability is crucial for user retention.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Net-a-Porter

Net-a-Porter is praised for its user-friendly app, high-quality service, and beautifully packaged products. Customers enjoy the wide selection of luxury brands and the efficient customer service, though some experience occasional app crashes and slow loading times.

#2 RUNNER UP

MatchesFashion

MatchesFashion garners mixed feedback, with users enjoying the variety of luxury brands and the app's design. However, some users experience technical issues and find the app's performance inconsistent, impacting their overall shopping experience.

#3 Straggler

Mytheresa

Mytheresa receives overwhelmingly positive feedback for its excellent customer service, fast shipping, and easy return policy. Users appreciate the curated selection of high-end fashion and the seamless shopping experience, although some note that the app can be slow at times.

Nuggets

Major Highlights of the Week

Payment Issues

Many users report problems with payment processing, leading to canceled orders and frustration. The Product team should prioritize fixing the payment system to ensure smooth transactions and improve customer satisfaction.

Search Functionality

Users are frustrated with the search feature, which often returns irrelevant results. Improving the search algorithm to provide more accurate results will enhance user experience and reduce frustration.

Pricing Concerns

Numerous users complain about inflated prices compared to other platforms. The Product team should review pricing strategies to ensure competitiveness and transparency, potentially offering price matching or discounts to retain customers.

Customer Service

There are frequent complaints about poor customer service, especially regarding returns and refunds. Enhancing customer support training and response times will help address these issues and improve overall customer satisfaction.

App Performance

Users report frequent app crashes and loading issues. The Product team should focus on optimizing app performance to ensure a seamless shopping experience, reducing frustration and potential loss of sales.

Discount Misleading

Users feel misled by promotional discounts that are not applied at checkout. The Product team should ensure that all advertised promotions are clearly communicated and applied correctly to avoid customer disappointment.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Payment Issues

Search Functionality

Pricing Concerns

Customer Service

App Performance

Discount Misleading

Quotes of the week

Hear from some of the most impactful users to drive changes

I ordered an item for my girlfriend's birthday, but it got canceled because it was out of stock. It took 3-4 business days to get this information, leaving me without a gift. Very disappointing experience.

App Store

I bought $800 jeans, but the size was terrible, and after returning them, the package went missing. Farfetch was unhelpful and rude, and I never got my money back. Their shipping fees are ridiculous, and prices are high.

Google Play

The search function is almost useless. I search for tights and get endless results for bags and coats. Other apps have better search functions, and this seems like an easy fix with today's technology.

Google Play

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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

Koray Okumus

Google Play

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User Experience Report

Farfetch

Top Insights This Week

Payment Issues

Search Functionality

Pricing Concerns

Customer Service

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