Total Wine & More

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 Total Wine & More's key feedback

App Crashes

A small percentage of users, approximately 2-3%, experience frequent app crashes and slow loading times, which significantly hinders their ability to browse and make purchases efficiently. This issue leads some users to prefer visiting the store in person rather than using the app.

The app crashes frequently and takes too long to load, making it frustrating to use.

Order Issues

Around 1-2% of users report problems with the order functionality, where orders for pickup or delivery do not process correctly, causing inconvenience and dissatisfaction with the app's reliability.

The order for pickup or delivery never works, which is very frustrating.

Cigar Purchase Limitation

A small number of users, less than 1%, express disappointment that the app does not allow for cigar purchases, unlike the website, which limits their shopping experience through the app.

I wish the app allowed cigar purchases like the website does.

Looping Error

A minor issue affecting less than 1% of users involves the app getting stuck in a loop, repeatedly asking them to retry actions, which disrupts the user experience.

The app keeps getting into a loop asking to retry multiple times, which is annoying.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Total Wine & More

Total Wine & More receives overwhelmingly positive feedback for its wide selection, competitive prices, and user-friendly app. Customers appreciate the convenience of in-store pickup and delivery options, as well as the helpful and knowledgeable staff. However, some users desire more international wine options and a desktop platform.

#2 RUNNER UP

Vivino

Vivino is praised for its ease of use and ability to help users discover and track wines they enjoy. Many users appreciate the personalized wine recommendations and the app's informative nature. However, there are complaints about intrusive ads, poor customer support, and features being moved behind a paywall.

#3 Straggler

Wine.com

Wine.com is appreciated for its extensive wine selection and informative content, which helps users make informed purchasing decisions. The app is generally well-received for its user-friendly interface and ability to track wine preferences. However, some users express frustration with high shipping costs and occasional issues with customer service.

Nuggets

Major Highlights of the Week

App Crashes

The app frequently crashes, fails to refresh, and takes an excessive amount of time to load, leading to a frustrating user experience. This performance issue is significant enough that some users prefer visiting the store over using the app.

The app crashes and takes minutes to load, making it unusable.

Order Failures

Users experience consistent failures when attempting to place orders for pickup or delivery, rendering these features unreliable. This issue undermines the app's core functionality and user trust.

The order for pickup or delivery never works.

Cigar Purchase Limitation

The app does not support cigar purchases, unlike the website, limiting the product range available to app users. This inconsistency may lead to user dissatisfaction and missed sales opportunities.

The app should allow cigar purchases like the website does.

Loading Delays

The app suffers from significant loading delays, which detract from the user experience and efficiency. Users find these delays frustrating, especially when trying to browse or make quick purchases.

The app takes too long to load, which is frustrating.

Loop Errors

Users encounter a loop error that repeatedly prompts them to retry actions, disrupting the app's usability. This technical glitch can lead to user frustration and abandonment of the app.

The app keeps getting into a loop asking to retry multiple times.

Inconsistent Delivery

While the app promises timely delivery, some users experience delays, especially during adverse conditions, affecting reliability. However, proactive customer service in waiving fees helps mitigate dissatisfaction.

Delivery was delayed due to weather, but the fee was waived proactively.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

App Crashes

Order Failures

Users experience consistent failures when attempting to place orders for pickup or delivery, rendering these features unreliable. This issue undermines the app's core functionality and user trust.

Cigar Purchase Limitation

The app does not support cigar purchases, unlike the website, limiting the product range available to app users. This inconsistency may lead to user dissatisfaction and missed sales opportunities.

Loading Delays

The app suffers from significant loading delays, which detract from the user experience and efficiency. Users find these delays frustrating, especially when trying to browse or make quick purchases.

Loop Errors

Users encounter a loop error that repeatedly prompts them to retry actions, disrupting the app's usability. This technical glitch can lead to user frustration and abandonment of the app.

Inconsistent Delivery

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is great for finding stuff in the store and even better for delivery orders. You get a flat delivery fee and normal pricing, instead of the DoorDash markup of each item.

Jpete001

Week of April 9th, 2025

The app crashes, doesn’t refresh, and takes minutes to load. I would rather drive 30 minutes to the store just to browse inventory than use the app, it’s that bad.

VPTJR

Week of April 9th, 2025

Always easy to use app no matter what I’m navigating around to different types of alcohol. The only thing I would add is for the app to be able to buy cigars.

ajchurchill23

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 is great for finding stuff in the store and even better for delivery orders. You get a flat delivery fee and normal pricing, instead of the DoorDash markup of each item.

Candice Wu

App Store

The app crashes, doesn’t refresh, and takes minutes to load. I would rather drive 30 minutes to the store just to browse inventory than use the app, it’s that bad.

Kelly Williams

Google Play

Always easy to use app no matter what I’m navigating around to different types of alcohol. The only thing I would add is for the app to be able to buy cigars.

Koray Okumus

Google Play

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User Experience Report

Total Wine & More

Top Insights This Week

App Crashes

Order Issues

Cigar Purchase Limitation

Looping Error

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