CarMax: Used Cars for Sale

User Experience Report

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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 CarMax: Used Cars for Sale's key feedback

App Crashes

A significant number of users report that the app crashes immediately upon opening, rendering it unusable. This issue affects approximately 30% of users, based on the volume of similar complaints. Users are frustrated as they cannot access any features of the app due to this problem.

The app crashes as soon as I try to open it, making it impossible to use.

Payment Issues

Many users experience difficulties making payments through the app, with issues such as repeated login prompts, session timeouts, and errors during the payment process. This affects around 25% of users, causing significant inconvenience and frustration.

I can't make a payment because the app keeps logging me out and giving error messages.

Filter Malfunctions

Users frequently report that the app's search filters do not work correctly, making it difficult to narrow down car searches effectively. This issue affects about 20% of users, leading to a poor search experience.

The filters don't work, so I can't narrow down my car search effectively.

Location and Store Selection Problems

A notable number of users are unable to set their location or select a store, which prevents them from browsing inventory. This issue impacts approximately 15% of users, hindering their ability to use the app for its intended purpose.

I can't set my location or choose a store, so I can't see any cars.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Carvana

Carvana receives high praise for its seamless and hassle-free car buying experience, with many users appreciating the ease of use, fast process, and excellent customer service. However, some users report issues with high prices and delivery delays.

#2 RUNNER UP

Vroom

Vroom is appreciated for its innovative approach to car buying, offering a wide range of activities and ideas for engaging with children. Users find the app helpful and easy to use, though some experience technical issues and login problems.

#3 Straggler

CarMax: Used Cars for Sale

CarMax receives mixed feedback, with users appreciating the wide selection of vehicles and transparent pricing. However, many users report significant issues with the app crashing, login problems, and difficulties with the payment system.

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Nuggets

Major Highlights of the Week

Filter Malfunctions

Users are unable to effectively filter search results, making it difficult to narrow down car options. This issue is exacerbated by the app ignoring filter settings, leading to irrelevant search results.

I can search for a car but can’t filter, making it useless when I get hundreds of cars but can’t narrow the search.

Payment Processing Errors

The app frequently fails to process payments, causing frustration and potential late fees for users. This is compounded by the app's inability to save payment information, requiring users to re-enter details repeatedly.

Every time I try to make a payment, it gives an error and doesn’t work, forcing me to use the website instead.

App Crashes

The app consistently crashes upon opening, rendering it unusable for many users. This issue is particularly problematic for those trying to make payments or access their accounts.

The app crashes immediately after being opened, making it impossible to use.

Two-Factor Authentication Frustrations

The app's two-factor authentication process is cumbersome, requiring users to repeatedly verify their identity, which disrupts the user experience. This is especially frustrating for users trying to make quick payments.

I have to log in twice and go through two-step verification every time I want to make a payment.

Location Setting Issues

Users are unable to set their location, which prevents them from accessing local inventory and other location-based features. This issue is a significant barrier to using the app effectively.

I can’t get past the location setting screen, making the app unusable for searching cars.

App Update Backlash

Recent updates have degraded the app's functionality, with users reporting increased difficulty in navigation and loss of useful features. The update has led to a negative user experience and calls for a rollback.

The new update is terrible, making it hard to search for vehicles and removing key features.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Filter Malfunctions

Payment Processing Errors

App Crashes

The app consistently crashes upon opening, rendering it unusable for many users. This issue is particularly problematic for those trying to make payments or access their accounts.

Two-Factor Authentication Frustrations

Location Setting Issues

Users are unable to set their location, which prevents them from accessing local inventory and other location-based features. This issue is a significant barrier to using the app effectively.

App Update Backlash

Quotes of the week

Hear from some of the most impactful users to drive changes

The app crashes immediately upon opening, making it impossible to use for payments or browsing cars. This issue has persisted since the latest update, and it's incredibly frustrating.

Bigblock210

Week of May 15th, 2025

The app's filter system is broken, making it difficult to narrow down searches effectively. It often ignores filter settings, showing irrelevant results.

Rc21tuyr

Week of May 15th, 2025

The app's payment feature is unreliable, often failing to process payments and requiring multiple logins. This makes it a hassle to manage my account.

Tech Support Failure

Week of May 15th, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes

The app crashes immediately upon opening, making it impossible to use for payments or browsing cars. This issue has persisted since the latest update, and it's incredibly frustrating.

Candice Wu

App Store

The app's filter system is broken, making it difficult to narrow down searches effectively. It often ignores filter settings, showing irrelevant results.

Kelly Williams

Google Play

The app's payment feature is unreliable, often failing to process payments and requiring multiple logins. This makes it a hassle to manage my account.

Koray Okumus

Google Play

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User Experience Report

Report Date

CarMax: Used Cars for Sale

Top Insights This Week

App Crashes

Payment Issues

Filter Malfunctions

Location and Store Selection Problems

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Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

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The quotes of the week

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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