SHEIN - Shopping Online

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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SHEIN - Shopping Online

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 SHEIN - Shopping Online's key feedback

1

Misleading Pricing

Many users report that the prices of items increase unexpectedly when added to the cart or during checkout, affecting approximately 20% of users. This discrepancy between advertised and final prices leads to frustration and distrust.

I was excited to buy shirts advertised at $2.50, but they jumped to $11.75 at checkout.

2

Fake Promotions

A significant number of users, around 15%, feel deceived by promotions promising free gifts or discounts that require sharing with friends, only to find these offers are unattainable or require excessive effort.

The app promised free gifts for sharing with friends, but it kept asking for more shares without delivering.

3

Poor Customer Support

Approximately 10% of users express dissatisfaction with customer support, citing unhelpful responses and difficulty in resolving issues like missing orders or refunds.

Customer support ignored my issue and gave a vague, off-topic response.

4

Game Frustrations

Around 8% of users are frustrated with in-app games, which are perceived as rigged or impossible to win without excessive referrals, leading to a negative experience.

After a month of playing, I couldn't win the gift card without harassing friends with referral codes.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

ASOS
ASOS is highly praised for its user-friendly app, extensive range of fashion choices, and reliable service. Customers appreciate the ease of navigation, quick delivery, and the availability of promo codes, making it a favorite among online shoppers.

#2 RUNNER UP

ROMWE
ROMWE receives positive feedback for its affordable and trendy clothing options. Users enjoy the variety of styles and the app's ease of use, although some mention issues with sizing and customer service.

#3 Straggler

SHEIN - Shopping Online
SHEIN receives mixed feedback, with users appreciating the low prices and variety of products, but expressing concerns over misleading promotions, inconsistent quality, and customer service issues. Some users report problems with order fulfillment and the legitimacy of promotional games.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
ASOS
#1 Users Choice
ASOS is highly praised for its user-friendly app, extensive range of fashion choices, and reliable service. Customers appreciate the ease of navigation, quick delivery, and the availability of promo codes, making it a favorite among online shoppers.
ROMWE
#2 Runner-up
ROMWE receives positive feedback for its affordable and trendy clothing options. Users enjoy the variety of styles and the app's ease of use, although some mention issues with sizing and customer service.
SHEIN - Shopping Online
#3 Straggler
SHEIN receives mixed feedback, with users appreciating the low prices and variety of products, but expressing concerns over misleading promotions, inconsistent quality, and customer service issues. Some users report problems with order fulfillment and the legitimacy of promotional games.

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Nuggets

Major Highlights of the Week

Misleading Pricing
Customers experience unexpected price increases at checkout, undermining trust in advertised discounts and promotions. This discrepancy between displayed and final prices leads to frustration and perceived deception.
I added items to my cart at a low price, but the total was much higher at checkout.
Fake Promotions
Promotional games and offers promising free gifts or discounts often require excessive referrals and rarely deliver, leading to customer dissatisfaction and accusations of scams. This undermines the credibility of promotional strategies.
I invited friends for a free gift, but never received anything despite meeting the requirements.
Inconsistent Discounts
Discounts and coupons often fail to apply correctly, resulting in higher-than-expected totals and customer disappointment. This inconsistency in discount application affects the perceived value of promotions.
A $25 coupon increased my total instead of decreasing it.
Delayed Deliveries
Customers report frequent delays in order deliveries, even with express shipping, impacting satisfaction and reliability perceptions. This issue is compounded by inadequate customer service responses.
My package was late despite paying for express shipping.
Customer Service Gaps
The transition to automated customer service responses has led to unresolved issues and dissatisfaction, as customers struggle to get personalized support. This shift has negatively impacted the brand's service reputation.
Customer support gives vague, off-topic responses and doesn't resolve issues.
Quality Concerns
There are recurring complaints about the poor quality of clothing, including issues with fabric transparency and durability. This inconsistency in product quality affects customer trust and repeat purchases.
The clothes I ordered were see-through and not as expected.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Misleading Pricing
Customers experience unexpected price increases at checkout, undermining trust in advertised discounts and promotions. This discrepancy between displayed and final prices leads to frustration and perceived deception.
Fake Promotions
Promotional games and offers promising free gifts or discounts often require excessive referrals and rarely deliver, leading to customer dissatisfaction and accusations of scams. This undermines the credibility of promotional strategies.
Inconsistent Discounts
Discounts and coupons often fail to apply correctly, resulting in higher-than-expected totals and customer disappointment. This inconsistency in discount application affects the perceived value of promotions.
Delayed Deliveries
Customers report frequent delays in order deliveries, even with express shipping, impacting satisfaction and reliability perceptions. This issue is compounded by inadequate customer service responses.
Customer Service Gaps
The transition to automated customer service responses has led to unresolved issues and dissatisfaction, as customers struggle to get personalized support. This shift has negatively impacted the brand's service reputation.
Quality Concerns
There are recurring complaints about the poor quality of clothing, including issues with fabric transparency and durability. This inconsistency in product quality affects customer trust and repeat purchases.

Quotes of the week

Hear from some of the most impactful users to drive changes

SHEIN is a great place to shop when you know how. I see a lot of people complain about the quality but you just have to be sure you read the reviews. All of my stuff always comes well fitting and cute.
Kelsiiiii🔥🔥
Week of April 9th, 2025
Every time I select a shirt that is advertised as on sale for about $2.50, the item then jumps up when added to the cart to like $5, then once in checkout it goes up to $11.75! This was definitely a waste of my time and definitely lost a customer before I ever even ordered anything!
GhostIyGoul
Week of April 9th, 2025
I’ve used SHEIN for as long as I can remember. You really have to do your research on the clothes and look at the reviews, sizes, photos, etc. so don’t expect to just 'add to cart' and be done. You will be disappointed in size or fabric if you do so.
ChristineeAngie
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
SHEIN is a great place to shop when you know how. I see a lot of people complain about the quality but you just have to be sure you read the reviews. All of my stuff always comes well fitting and cute.
Candice Wu
App Store
Every time I select a shirt that is advertised as on sale for about $2.50, the item then jumps up when added to the cart to like $5, then once in checkout it goes up to $11.75! This was definitely a waste of my time and definitely lost a customer before I ever even ordered anything!
Kelly Williams
Google Play
I’ve used SHEIN for as long as I can remember. You really have to do your research on the clothes and look at the reviews, sizes, photos, etc. so don’t expect to just 'add to cart' and be done. You will be disappointed in size or fabric if you do so.
Koray Okumus
Google Play

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