Sephora

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.

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All Insights

TOP INSIGHTS

A weekly roundup of Sephora's key feedback

Login Issues

A significant number of users experience frequent login issues, where the app logs them out unexpectedly and requires them to sign in repeatedly. This affects approximately 30% of users, causing frustration and hindering their shopping experience.

Every time I open the app or move to another page it has me sign in.

Checkout Errors

Many users report errors during the checkout process, preventing them from completing purchases. This issue affects around 20% of users, leading to abandoned carts and lost sales for Sephora.

I cannot place my order through the app, it keeps giving me an error message.

App Glitches

The app is frequently described as glitchy, with issues such as slow loading times, errors, and crashes. Approximately 25% of users are affected by these glitches, which disrupt their ability to browse and shop effectively.

The app is so glitchy and hard to use when nothing loads properly.

Customer Service Frustrations

Users express dissatisfaction with customer service, particularly when seeking help for app-related issues. About 15% of users feel unsupported, as they encounter unhelpful responses and unresolved problems.

Customer service is awful! I tried to chat to customer service and they were zero help!

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Sephora

Sephora's app is praised for its ease of use, great deals, and the convenience it offers for shopping and redeeming rewards. However, users report issues with glitches, login problems, and occasional errors that affect the shopping experience.

#2 RUNNER UP

Ulta Beauty

Ulta Beauty receives positive feedback for its user-friendly app, excellent customer service, and rewarding point system. Users appreciate the variety of products and deals, though some experience technical issues and app crashes.

#3 Straggler

Beautylish

Beautylish is appreciated for its fast shipping and personalized customer service, with users enjoying the unique product offerings. However, the app is criticized for frequent crashes, lack of features like a wishlist, and difficulties in navigation.

Nuggets

Major Highlights of the Week

Users face persistent login issues, being repeatedly logged out and prompted to sign in, even with 'Stay Signed In' selected. This disrupts the shopping experience and deters users from using the app.

Every time I open the app or move to another page it has me sign in.

Checkout Errors 🛒

The app frequently encounters errors during checkout, preventing users from completing purchases. This issue is causing frustration and potential loss of sales.

I cannot place my order through the app, it keeps giving me an error message.

App Glitches 🐞

The app is plagued with glitches, including lagging, crashing, and navigation issues, making it difficult for users to browse and shop effectively.

The app is so glitchy and hard to use when nothing loads properly.

Shade Selection Issues 🎨

Users are unable to select or view different shades of products, which is crucial for makeup shopping. This limitation hinders the ability to make informed purchasing decisions.

I can't see different shades of products anymore, and I can't click on anything without being asked for my password repeatedly.

Customer Service Frustrations 📞

Users report dissatisfaction with customer service, citing unhelpful responses and unresolved issues, leading to a negative perception of the brand's support.

Customer service is awful! I tried to chat to customer service and they were zero help!

App Language Issues 🌐

The app automatically switches languages, such as to French, without user consent, causing confusion and making it difficult for non-French speakers to navigate.

Keeps changing language to French automatically, again and again and again.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Checkout Errors 🛒

The app frequently encounters errors during checkout, preventing users from completing purchases. This issue is causing frustration and potential loss of sales.

App Glitches 🐞

The app is plagued with glitches, including lagging, crashing, and navigation issues, making it difficult for users to browse and shop effectively.

Shade Selection Issues 🎨

Users are unable to select or view different shades of products, which is crucial for makeup shopping. This limitation hinders the ability to make informed purchasing decisions.

Customer Service Frustrations 📞

Users report dissatisfaction with customer service, citing unhelpful responses and unresolved issues, leading to a negative perception of the brand's support.

App Language Issues 🌐

The app automatically switches languages, such as to French, without user consent, causing confusion and making it difficult for non-French speakers to navigate.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app constantly logs me out, making it frustrating to use. Even with 'Stay Signed In' selected, I have to log in every time I open it. Please fix this issue!

A Google user

Week of April 9th, 2025

I love Sephora, but the app is so glitchy! I can't even add items to my cart without getting error messages. It's disappointing because I prefer shopping online.

A Google user

Week of April 9th, 2025

The app's frequent pop-ups for the Sephora credit card are incredibly annoying. It interrupts browsing and makes the app almost unusable. Please reduce the frequency of these pop-ups.

A Google user

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

The app constantly logs me out, making it frustrating to use. Even with 'Stay Signed In' selected, I have to log in every time I open it. Please fix this issue!

Candice Wu

App Store

I love Sephora, but the app is so glitchy! I can't even add items to my cart without getting error messages. It's disappointing because I prefer shopping online.

Kelly Williams

Google Play

The app's frequent pop-ups for the Sephora credit card are incredibly annoying. It interrupts browsing and makes the app almost unusable. Please reduce the frequency of these pop-ups.

Koray Okumus

Google Play

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User Experience Report

Sephora

Top Insights This Week

Login Issues

Checkout Errors

App Glitches

Customer Service Frustrations

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