ToYou

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

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ToYou

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 ToYou's key feedback

1

Poor Customer Support

Many users express frustration with the customer service, citing slow response times and unhelpful automated replies. Approximately 40% of users seem to be affected by this issue, leading to unresolved complaints and dissatisfaction.

The customer service is terrible, and the automated response system is a disaster.

2

Order Delivery Issues

Users frequently report problems with order deliveries, such as delays, missing items, or incorrect orders. This affects about 35% of users, causing inconvenience and dissatisfaction with the service.

My order took over two hours to arrive and was missing items.

3

Pricing and Fees Concerns

There are complaints about unexpected charges, such as higher delivery fees than advertised and discrepancies between app and restaurant prices. Around 25% of users mention these issues, feeling misled by the app's pricing.

The app shows one delivery fee, but I was charged a higher amount at checkout.

4

App Functionality Problems

Some users experience technical issues with the app, such as problems with location services or payment processing. This affects about 15% of users, leading to frustration and difficulty in using the app effectively.

The app kept loading at 'finding your location' without any progress.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

HungerStation
HungerStation receives mixed feedback, with users praising its timely deliveries and reliability, but criticizing its customer service and occasional technical issues. Some users report discrepancies in pricing and delivery fees, leading to dissatisfaction.

#2 RUNNER UP

ToYou
ToYou has a mix of positive and negative reviews. Users appreciate the fast delivery and variety of options, but many express frustration with customer service and order accuracy. Issues with refunds and technical glitches are also common complaints.

#3 Straggler

Careem NOW
Careem NOW is generally well-received for its convenience and service quality, but some users report issues with driver reliability and customer support. The app's pricing and occasional technical problems are also points of concern for some customers.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
HungerStation
#1 Users Choice
HungerStation receives mixed feedback, with users praising its timely deliveries and reliability, but criticizing its customer service and occasional technical issues. Some users report discrepancies in pricing and delivery fees, leading to dissatisfaction.
ToYou
#2 Runner-up
ToYou has a mix of positive and negative reviews. Users appreciate the fast delivery and variety of options, but many express frustration with customer service and order accuracy. Issues with refunds and technical glitches are also common complaints.
Careem NOW
#3 Straggler
Careem NOW is generally well-received for its convenience and service quality, but some users report issues with driver reliability and customer support. The app's pricing and occasional technical problems are also points of concern for some customers.

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Nuggets

Major Highlights of the Week

Location Requirement 📍
Users are frustrated with the app's requirement to enable location services, which they find intrusive and unnecessary. This mandatory feature leads to app deletion as users prefer privacy over convenience.
I deleted the app because it forces me to enable location while using.
Cultural Sensitivity 🌍
The app's design changes during certain holidays, like Valentine's Day, have offended users who feel it contradicts their cultural and religious beliefs. This has led to dissatisfaction and calls for the app to respect local customs.
Why do the app icons change to red and pink around Valentine's Day? It's against our beliefs.
Customer Service Delays ⏳
There are significant delays in customer service response times, with some users waiting hours for a reply. This lack of timely support exacerbates user frustration, especially when dealing with order issues.
I waited over an hour for customer service to respond to my issue.
Order Modification Restrictions 🚫
Users are unable to modify or cancel orders once placed, leading to dissatisfaction when mistakes occur. This inflexibility is seen as a major flaw, causing users to feel trapped by their initial choices.
Once you place an order, you can't modify or cancel it, which is very frustrating.
Fake Promotions 🎭
Promotional offers, such as free delivery, are often misleading, with users finding unexpected charges at checkout. This perceived deception damages trust and leads to negative comparisons with competitors.
The app advertised free delivery, but I was charged at checkout.
Inadequate Refund Process 💸
Refunds are often issued as app credit rather than returning funds to the original payment method, which users find inconvenient. This policy discourages future use and is seen as a tactic to retain users against their will.
I didn't receive my order, and instead of a refund, they gave me app credit.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Location Requirement 📍
Users are frustrated with the app's requirement to enable location services, which they find intrusive and unnecessary. This mandatory feature leads to app deletion as users prefer privacy over convenience.
Cultural Sensitivity 🌍
The app's design changes during certain holidays, like Valentine's Day, have offended users who feel it contradicts their cultural and religious beliefs. This has led to dissatisfaction and calls for the app to respect local customs.
Customer Service Delays ⏳
There are significant delays in customer service response times, with some users waiting hours for a reply. This lack of timely support exacerbates user frustration, especially when dealing with order issues.
Order Modification Restrictions 🚫
Users are unable to modify or cancel orders once placed, leading to dissatisfaction when mistakes occur. This inflexibility is seen as a major flaw, causing users to feel trapped by their initial choices.
Fake Promotions 🎭
Promotional offers, such as free delivery, are often misleading, with users finding unexpected charges at checkout. This perceived deception damages trust and leads to negative comparisons with competitors.
Inadequate Refund Process 💸
Refunds are often issued as app credit rather than returning funds to the original payment method, which users find inconvenient. This policy discourages future use and is seen as a tactic to retain users against their will.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app's customer service is extremely poor. I had an issue with my order, and despite multiple attempts to contact them, I received no response. It's frustrating to deal with automated messages when you need real help.
A Google user
Week of April 9th, 2025
I ordered food, and the delivery was delayed by over two hours. When I tried to cancel, I was told I would still be charged. The lack of communication and support is disappointing.
A Google user
Week of April 9th, 2025
The app's pricing is misleading. They advertise free delivery, but the final checkout shows additional charges. It's frustrating to feel deceived by false promotions.
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's customer service is extremely poor. I had an issue with my order, and despite multiple attempts to contact them, I received no response. It's frustrating to deal with automated messages when you need real help.
Candice Wu
App Store
I ordered food, and the delivery was delayed by over two hours. When I tried to cancel, I was told I would still be charged. The lack of communication and support is disappointing.
Kelly Williams
Google Play
The app's pricing is misleading. They advertise free delivery, but the final checkout shows additional charges. It's frustrating to feel deceived by false promotions.
Koray Okumus
Google Play

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