Zalando

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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All Insights

TOP INSIGHTS

A weekly roundup of Zalando's key feedback

Poor Customer Service

Many users report dissatisfaction with Zalando's customer service, citing issues such as unhelpful responses, difficulty in reaching support, and unresolved problems. Approximately 20% of users seem to be affected by this issue.

Customer service is terrible, with no real help or resolution offered.

Language and Region Issues

Users are frustrated with the app's inability to change language settings independently of the region, making it difficult for non-native speakers to navigate. This affects about 15% of users.

The app doesn't allow changing the language without changing the country, which is frustrating for expats.

Missing Product Reviews

The removal of customer reviews has left users unable to make informed purchasing decisions, impacting their shopping experience. This issue affects around 10% of users.

The lack of product reviews makes it hard to decide on purchases.

App Performance Issues

Users experience frequent app crashes, slow loading times, and login problems, which hinder their ability to shop effectively. Approximately 10% of users report these technical issues.

The app often crashes and doesn't load properly, making it unusable.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

AliExpress

AliExpress is praised for its affordable prices and vast product selection. Users appreciate the fast delivery and reliable service, although some express concerns about occasional delivery issues and product discrepancies.

#2 RUNNER UP

eBay

eBay receives mixed reviews, with users expressing frustration over customer service and issues with sellers. While some appreciate the platform's variety and deals, others are wary of scams and poor support, leading to a decline in trust.

#3 Straggler

Amazon

Amazon is known for its vast selection and convenience, but recent feedback highlights dissatisfaction with customer service and controversial product listings. Despite this, many users still find it a reliable platform for quick and easy shopping.

Nuggets

Major Highlights of the Week

Language Barrier 🌐

The app lacks the ability to change the language independently of the country setting, causing frustration for non-native speakers living abroad. This limitation hinders user experience and accessibility, potentially alienating a significant portion of the user base.

I live in Sweden, but speak English. Where language selection?

Customer Service Woes 📞

Users frequently report poor customer service experiences, including unhelpful responses and unresolved issues. This undermines trust and satisfaction, leading to potential loss of customer loyalty.

Customer support is terrible. Had a chat with Evelina, this person not even once tried to resolve the problem.

Missing Reviews 📝

The removal of customer reviews has left users without valuable insights into product quality and fit, which were crucial for informed purchasing decisions. This change diminishes the app's utility and user confidence.

Why you remove reviews part which I used to read and after that buy an item.

Dark Mode Absence 🌙

The lack of a dark mode option is a recurring complaint, with users expressing discomfort during prolonged use. Implementing this feature could enhance user experience and satisfaction.

No dark mode in 2024 is just sad.

Order and Delivery Issues 🚚

Frequent problems with order processing and delivery, such as missing items and delayed shipments, are causing significant user dissatisfaction. These issues highlight the need for improved logistics and communication.

My last three orders never came imagine the wasted time and effort not to talk about the disappointment.

App Performance Glitches 🐞

Users report persistent technical issues, including app crashes and login failures, which disrupt the shopping experience. Addressing these bugs is critical to maintaining a reliable platform.

App won't open at all anymore after the last update. Please fix!

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Language Barrier 🌐

Customer Service Woes 📞

Users frequently report poor customer service experiences, including unhelpful responses and unresolved issues. This undermines trust and satisfaction, leading to potential loss of customer loyalty.

Missing Reviews 📝

Dark Mode Absence 🌙

The lack of a dark mode option is a recurring complaint, with users expressing discomfort during prolonged use. Implementing this feature could enhance user experience and satisfaction.

Order and Delivery Issues 🚚

App Performance Glitches 🐞

Users report persistent technical issues, including app crashes and login failures, which disrupt the shopping experience. Addressing these bugs is critical to maintaining a reliable platform.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app doesn't work. Sign in screen keeps loading.

A Google user

Week of April 9th, 2025

The customer service is really bad, there is a chat option that makes you doubt if there is a real agent serving you. They end the chat very abruptly even when you're telling them that you're still not happy with the resolution.

A Google user

Week of April 9th, 2025

I ordered something 2 times and never received it. By far the worst application to buy anything from. Don't recommend at all.

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 doesn't work. Sign in screen keeps loading.

Candice Wu

App Store

Kelly Williams

Google Play

I ordered something 2 times and never received it. By far the worst application to buy anything from. Don't recommend at all.

Koray Okumus

Google Play

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User Experience Report

Zalando

Top Insights This Week

Poor Customer Service

Language and Region Issues

Missing Product Reviews

App Performance Issues

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