Reverb – Gear Marketplace

User Experience Report

Week of February 24th, 2025

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Reverb – Gear Marketplace

Top Insights This Week

Week of February 24th, 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 Reverb – Gear Marketplace's key feedback

1

High Fees

Many users express dissatisfaction with the high selling fees on the platform, which they feel significantly cut into their profits. Addressing this issue could improve seller satisfaction and potentially increase the number of listings.

2

Customer Support Issues

Many users express dissatisfaction with the high selling fees on the platform, which they feel significantly cut into their profits. Addressing this issue could improve seller satisfaction and potentially increase the number of listings.

3

Email Verification Problems

Users have reported issues with logging into the app, particularly on iPhones, where the password field is missing. Resolving this could improve user experience and prevent potential loss of users.

4

App Login Issues

The app's local search functionality is criticized for not accurately reflecting nearby listings, unlike the website. Enhancing this feature could improve user satisfaction and increase local transactions.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

Craigslist
Craigslist receives overwhelmingly positive feedback for its simplicity and effectiveness in local selling, with users praising its no-fee structure and ease of use. Many users appreciate the platform's reliability and the new chat feature, which has improved user experience by reducing scams.

#2 RUNNER UP

eBay
eBay receives mixed feedback, with some users appreciating its wide range of products and ease of use, while others criticize its high fees and poor customer service. Many sellers express frustration with the platform's policies and the difficulty in resolving disputes.

#3 Straggler

Facebook Marketplace
Facebook Marketplace has received mixed reviews, with users appreciating its connectivity and ease of use, but many express frustration with frequent app crashes and the prevalence of scams. The platform's ID verification process and lack of customer support are also common complaints.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Craigslist
#1 Users Choice
Craigslist receives overwhelmingly positive feedback for its simplicity and effectiveness in local selling, with users praising its no-fee structure and ease of use. Many users appreciate the platform's reliability and the new chat feature, which has improved user experience by reducing scams.
eBay
#2 Runner-up
eBay receives mixed feedback, with some users appreciating its wide range of products and ease of use, while others criticize its high fees and poor customer service. Many sellers express frustration with the platform's policies and the difficulty in resolving disputes.
Facebook Marketplace
#3 Straggler
Facebook Marketplace has received mixed reviews, with users appreciating its connectivity and ease of use, but many express frustration with frequent app crashes and the prevalence of scams. The platform's ID verification process and lack of customer support are also common complaints.

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Nuggets

Major Highlights of the Week

High Fees
Users are expressing dissatisfaction with the high selling fees on the platform, which is impacting their profits. To address this, consider revisiting the fee structure to make it more competitive and transparent. This could involve offering tiered fees based on seller volume or providing additional value-added services to justify the costs. By optimizing the fee structure, we can enhance seller satisfaction and retention.
Customer Support Issues
Several users have reported inadequate customer support, particularly in resolving issues related to transactions and account access. To improve this, we should invest in expanding our support team and implementing a more efficient ticketing system. Additionally, providing a comprehensive self-service help center could empower users to resolve common issues independently. Enhancing support will improve user trust and satisfaction.
Email Verification Problems
Users are facing challenges with email verification, which is hindering their ability to complete transactions. We need to streamline the email verification process by simplifying the steps and ensuring prompt support for users encountering issues. Implementing a more intuitive verification flow will reduce friction and improve the overall user experience.
App Login Issues
There are reports of users being unable to log into the app on certain devices, which is a significant barrier to usage. We should prioritize fixing the login functionality across all platforms, ensuring compatibility with the latest OS updates. Conducting thorough testing and providing timely updates will ensure a seamless login experience for all users.
Local Pickup Confusion
Users are experiencing confusion with the local pickup option, leading to unnecessary shipping charges. To address this, we should enhance the clarity and visibility of the local pickup option during the checkout process. Providing clear instructions and a dedicated support channel for local pickup queries will improve user satisfaction and reduce shipping costs.
Location-Based Search Issues
The app's location-based search functionality is not delivering accurate results, frustrating users trying to find local listings. We need to refine the search algorithm to ensure it accurately reflects user-entered locations and nearby areas. By improving the search accuracy, we can enhance the app's usability and user satisfaction.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
High Fees
Users are expressing dissatisfaction with the high selling fees on the platform, which is impacting their profits. To address this, consider revisiting the fee structure to make it more competitive and transparent. This could involve offering tiered fees based on seller volume or providing additional value-added services to justify the costs. By optimizing the fee structure, we can enhance seller satisfaction and retention.
Customer Support Issues
Several users have reported inadequate customer support, particularly in resolving issues related to transactions and account access. To improve this, we should invest in expanding our support team and implementing a more efficient ticketing system. Additionally, providing a comprehensive self-service help center could empower users to resolve common issues independently. Enhancing support will improve user trust and satisfaction.
Email Verification Problems
Users are facing challenges with email verification, which is hindering their ability to complete transactions. We need to streamline the email verification process by simplifying the steps and ensuring prompt support for users encountering issues. Implementing a more intuitive verification flow will reduce friction and improve the overall user experience.
App Login Issues
There are reports of users being unable to log into the app on certain devices, which is a significant barrier to usage. We should prioritize fixing the login functionality across all platforms, ensuring compatibility with the latest OS updates. Conducting thorough testing and providing timely updates will ensure a seamless login experience for all users.
Local Pickup Confusion
Users are experiencing confusion with the local pickup option, leading to unnecessary shipping charges. To address this, we should enhance the clarity and visibility of the local pickup option during the checkout process. Providing clear instructions and a dedicated support channel for local pickup queries will improve user satisfaction and reduce shipping costs.
Location-Based Search Issues
The app's location-based search functionality is not delivering accurate results, frustrating users trying to find local listings. We need to refine the search algorithm to ensure it accurately reflects user-entered locations and nearby areas. By improving the search accuracy, we can enhance the app's usability and user satisfaction.

Quotes of the week

Hear from some of the most impactful users to drive changes

I've been buying & selling on Reverb since 2015 and they have always been transparent, dependable, helpful and the website is easy to navigate. It's just a worry-free way to buy & sell music gear.
App Store
Generally a good site with good sales support but recently it’s gone down while fees rise.
Google Play
Purchased a guitar from Japan and the seller lied about the fret life. I asked for a refund and to return the guitar and the seller said I had to pay for the return and said it is Reverb's policy that I pay for the return. Why should I have to pay for the return if he lied about the state of the guitar?
Google Play

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The quotes of the week

Hear from some of the most impactful users to drive changes
I've been buying & selling on Reverb since 2015 and they have always been transparent, dependable, helpful and the website is easy to navigate. It's just a worry-free way to buy & sell music gear.
Candice Wu
App Store
Generally a good site with good sales support but recently it’s gone down while fees rise.
Kelly Williams
Google Play
Purchased a guitar from Japan and the seller lied about the fret life. I asked for a refund and to return the guitar and the seller said I had to pay for the return and said it is Reverb's policy that I pay for the return. Why should I have to pay for the return if he lied about the state of the guitar?
Koray Okumus
Google Play

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