Forever 21

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

Helps you understand what matters most

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Forever 21

Top Insights This Week

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.
It highlights trends and insights to help you understand what matters most.
Unlock All Insights
Sign In
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All Insights

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TOP INSIGHTS

A weekly roundup of Forever 21's key feedback

1

Discount Issues

Many users report problems with promised discounts not being applied, affecting approximately 15% of users. This issue leads to frustration and a sense of being misled by the app's promotional offers.

I downloaded the app for a discount, but it never applied, which is very frustrating.

2

App Performance

Users frequently experience app crashes, slow loading times, and sensitive touch responses, impacting around 10% of users. These performance issues hinder the shopping experience and deter users from using the app.

The app reloads every time I click something, making it very annoying to use.

3

Checkout Problems

Some users face difficulties during the checkout process, including issues with promo codes and account access, affecting about 8% of users. These problems create a cumbersome shopping experience and can lead to abandoned carts.

I had a hard time checking out because the promo code didn't work and my account got locked.

4

Customer Service Concerns

A portion of users report dissatisfaction with customer service, citing unhelpful interactions and unresolved issues, affecting approximately 5% of users. This leads to a negative perception of the brand's support capabilities.

Customer service couldn't help me with my payment issue, which was very disappointing.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

ASOS
ASOS receives high praise for its user-friendly app, wide variety of clothing, and excellent customer service. Users appreciate the ease of navigation, quick delivery, and the ability to find unique fashion items. However, some users express frustration with delivery issues and customer service responses.

#2 RUNNER UP

Forever 21
Forever 21 garners mixed feedback, with users loving the clothing selection and prices, but expressing dissatisfaction with the app's performance and checkout process. Many users are saddened by store closures, while others report technical issues and difficulties with discounts and customer service.

#3 Straggler

H&M
H&M receives a mix of positive and negative feedback. Users appreciate the clothing quality and app functionality, but many report issues with customer service, refunds, and app glitches. The brand's style and affordability are praised, but technical problems and service delays are common complaints.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
ASOS
#1 Users Choice
ASOS receives high praise for its user-friendly app, wide variety of clothing, and excellent customer service. Users appreciate the ease of navigation, quick delivery, and the ability to find unique fashion items. However, some users express frustration with delivery issues and customer service responses.
Forever 21
#2 Runner-up
Forever 21 garners mixed feedback, with users loving the clothing selection and prices, but expressing dissatisfaction with the app's performance and checkout process. Many users are saddened by store closures, while others report technical issues and difficulties with discounts and customer service.
H&M
#3 Straggler
H&M receives a mix of positive and negative feedback. Users appreciate the clothing quality and app functionality, but many report issues with customer service, refunds, and app glitches. The brand's style and affordability are praised, but technical problems and service delays are common complaints.

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Nuggets

Major Highlights of the Week

Discount Issues
Customers frequently encounter problems with promised discounts not being applied during checkout, leading to frustration and perceptions of deceptive practices. This issue undermines trust and satisfaction with the app's promotional offers.
I downloaded the app for a 20% discount, but it never applied, which feels misleading.
App Performance
The app suffers from performance issues such as slow loading times, frequent crashes, and unresponsive features, which significantly hinder the shopping experience. These technical problems deter users from engaging with the app effectively.
The app keeps crashing and doesn't load pictures, making it impossible to shop for my vacation.
Checkout Difficulties
Users experience significant challenges during the checkout process, including issues with promo codes and account access, leading to abandoned purchases. These obstacles create a frustrating user journey and impact conversion rates.
I had a difficult time checking out due to promo code and password issues, which locked my account.
Customer Service Gaps
There are notable deficiencies in customer service, with reports of unhelpful interactions and unresolved issues, which negatively affect customer satisfaction. Improving support responsiveness and effectiveness is crucial for enhancing user experience.
Customer service couldn't help with my payment issue, leaving me frustrated.
Cultural Representation
Some users feel that the clothing selection lacks diversity and inclusivity, which may alienate certain customer segments. Addressing this perception is important for fostering a more inclusive brand image.
Most of their clothes seem to be designed for white people, which is disappointing.
Login and Security
Users face persistent login issues, including password mismatches and lack of modern security features like facial recognition, which impede access and usability. Enhancing login security and convenience is essential for user retention.
I can never log in because it always says my password doesn't match; face recognition would help.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Discount Issues
Customers frequently encounter problems with promised discounts not being applied during checkout, leading to frustration and perceptions of deceptive practices. This issue undermines trust and satisfaction with the app's promotional offers.
App Performance
The app suffers from performance issues such as slow loading times, frequent crashes, and unresponsive features, which significantly hinder the shopping experience. These technical problems deter users from engaging with the app effectively.
Checkout Difficulties
Users experience significant challenges during the checkout process, including issues with promo codes and account access, leading to abandoned purchases. These obstacles create a frustrating user journey and impact conversion rates.
Customer Service Gaps
There are notable deficiencies in customer service, with reports of unhelpful interactions and unresolved issues, which negatively affect customer satisfaction. Improving support responsiveness and effectiveness is crucial for enhancing user experience.
Cultural Representation
Some users feel that the clothing selection lacks diversity and inclusivity, which may alienate certain customer segments. Addressing this perception is important for fostering a more inclusive brand image.
Login and Security
Users face persistent login issues, including password mismatches and lack of modern security features like facial recognition, which impede access and usability. Enhancing login security and convenience is essential for user retention.

Quotes of the week

Hear from some of the most impactful users to drive changes

I paid extra for 1-2 day shipping, but it was delayed and customer service didn't help. This needs improvement.
3xclusive._.trinity
Week of April 9th, 2025
The app promises discounts that don't apply at checkout, which feels misleading. This needs to be fixed for better customer trust.
HaPPyyLaGggy
Week of April 9th, 2025
The app is frustrating to use; it reloads constantly and is slow. Please improve the app's performance and make 'favorites' unlimited.
Bre2516
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
I paid extra for 1-2 day shipping, but it was delayed and customer service didn't help. This needs improvement.
Candice Wu
App Store
The app promises discounts that don't apply at checkout, which feels misleading. This needs to be fixed for better customer trust.
Kelly Williams
Google Play
The app is frustrating to use; it reloads constantly and is slow. Please improve the app's performance and make 'favorites' unlimited.
Koray Okumus
Google Play

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