Wayfair – Shop All Things Home

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 Wayfair – Shop All Things Home's key feedback

Coupon Code Issues

A significant number of users, approximately 10%, report difficulties with applying coupon codes during checkout, leading to frustration and missed discounts. This issue affects the perceived value of the app's promotional offers.

I tried multiple coupon codes, but none worked, which was very frustrating.

Delivery and Refund Problems

Around 5% of users experience issues with delivery and refunds, such as not receiving items and facing challenges in getting replacements or refunds, which severely impacts customer trust and satisfaction.

I never received my order and was unable to get a refund or replacement, feeling scammed.

App Stability Concerns

Approximately 8% of users encounter app stability issues, including frequent crashes and freezing, which disrupts the shopping experience and may deter users from using the app.

The app crashes often and requires multiple restarts to function properly.

Payment Flexibility

About 3% of users express a desire for more flexible payment options, such as splitting payments across multiple methods, which could enhance the app's convenience and appeal.

Offering multiple payment options for a single transaction would greatly improve the shopping experience.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Wayfair – Shop All Things Home

Wayfair receives high praise for its product quality, customer service, and ease of use, with many users expressing satisfaction with their purchases and the app's functionality. However, some users report issues with app crashes and delivery problems, indicating room for improvement.

#2 RUNNER UP

Amazon

Amazon is appreciated for its vast product range, reliable delivery, and user-friendly app, but faces criticism for customer service issues, delivery delays, and intrusive ads. Despite these concerns, many users still find it a convenient and essential shopping platform.

#3 Straggler

IKEA Place

IKEA Place is praised for its easy-to-use app and innovative features like in-store scanning, but users report frustrations with stock inaccuracies and app functionality. The app is generally well-received for its design and usability, though some technical issues persist.

Nuggets

Major Highlights of the Week

Coupon Code Issues

Users experience frustration when attempting to apply coupon codes that do not work, leading to dissatisfaction with the promotional process. This issue undermines the perceived value of app-only deals and discounts.

I tried multiple coupon codes, but none worked, which was very frustrating.

Delivery and Refund Problems

Customers face significant challenges with undelivered items and the subsequent refund or replacement process, which involves cumbersome steps like filing police reports. This creates a negative perception of Wayfair's customer service and order fulfillment reliability.

I never received my order and was told to file a police report for a replacement, which was impossible.

App Stability Concerns

The app frequently crashes or freezes, requiring users to repeatedly close and reopen it, which disrupts the shopping experience. This instability can deter users from engaging with the app and completing purchases.

The app crashes often, forcing me to close and reopen it multiple times.

Search and Navigation Limitations

The app's search functionality is limited, lacking features like keyword search in reviews and adequate screen space for browsing similar items. These limitations hinder users' ability to efficiently find and evaluate products.

I can't search keywords in reviews, and there's not enough space to browse similar items.

Payment Flexibility

The app does not support multiple payment options for a single transaction, which could enhance user convenience and satisfaction. Offering this feature could differentiate Wayfair from competitors and improve the checkout experience.

Allowing multiple payment options for a single transaction would be a game changer.

Price Fluctuation Issues

Users encounter unexpected price increases during the checkout process, which leads to frustration and a sense of mistrust. This issue can negatively impact the perceived fairness and transparency of Wayfair's pricing.

The app malfunctioned, and when I returned, the item's price had increased by $60.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Coupon Code Issues

Delivery and Refund Problems

App Stability Concerns

Search and Navigation Limitations

Payment Flexibility

Price Fluctuation Issues

Quotes of the week

Hear from some of the most impactful users to drive changes

I ordered a gaming desk for my brother for his birthday, never received it. They told me to file a police report in order to get a replacement, but I couldn’t file one cause there’s nothing they could’ve done. So basically I was scammed $110 cause apparently no one can do anything. Didn’t get replacement or refund.

Jacqueline2769

Week of April 9th, 2025

The app will not open without closing and opening it a few times. Also, the app will become frozen which then leads to another forceful close of the app.

Andrew Rainey

Week of April 9th, 2025

I was really enjoying the Wayfair app and the products I received weekly as I update my apartment. However, I received an item in the wrong color. I know I selected the correct color because it matched what I had already been purchasing. The mistake was on their part, so I don’t understand why I have to pay for return shipping.

RomanGabrielNYC

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

Candice Wu

App Store

The app will not open without closing and opening it a few times. Also, the app will become frozen which then leads to another forceful close of the app.

Kelly Williams

Google Play

Koray Okumus

Google Play

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User Experience Report

Wayfair – Shop All Things Home

Top Insights This Week

Coupon Code Issues

Delivery and Refund Problems

App Stability Concerns

Payment Flexibility

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