Chewy - Pet Care & Pharmacy

User Experience Report

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Chewy - Pet Care & Pharmacy

Top Insights This Week

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.
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All Insights

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TOP INSIGHTS

A weekly roundup of Chewy - Pet Care & Pharmacy's key feedback

1

App Performance Issues

Some users experience significant app performance issues, such as slow loading times, frequent crashes, and excessive battery usage, affecting approximately 5% of users. These issues hinder the shopping experience and may lead to frustration.

The app is extremely slow and drains my battery quickly, making it difficult to complete orders.

2

Discount Timing Frustrations

A number of users are frustrated by receiving discount codes immediately after placing an order, which they cannot apply retroactively, affecting around 3% of users. This timing issue makes customers feel they miss out on savings.

I often receive discount codes right after placing an order, which feels unfair as I can't use them.

3

Autoship Management Challenges

Managing Autoship orders can be confusing for some users, with difficulties in editing or canceling orders, affecting about 4% of users. This complexity can lead to accidental duplicate shipments or missed changes.

Editing my Autoship order is complicated, and I'm worried about accidentally getting double shipments.

4

Checkout and Cart Issues

Some users encounter problems during checkout, such as items not being added to the cart or the cart resetting, affecting approximately 2% of users. These issues disrupt the purchasing process and can lead to abandoned carts.

I struggle to add items to my cart, and it sometimes resets, which is frustrating.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

Chewy - Pet Care & Pharmacy
Chewy receives overwhelmingly positive feedback for its exceptional customer service, fast delivery, and competitive pricing. Users appreciate the convenience of the Autoship feature and the wide variety of products available. Occasional issues with app functionality are noted, but overall, Chewy is highly recommended by pet owners.

#2 RUNNER UP

PetSmart
PetSmart's app is frequently criticized for being slow and glitchy, with users experiencing difficulties in logging in, navigating, and completing purchases. Despite these technical issues, some users appreciate the in-store experience and the rewards system, but the app's performance significantly detracts from the overall user experience.

#3 Straggler

Petco
Petco's app is often described as frustrating due to its slow performance and frequent glitches, making it difficult for users to complete orders or access features. Users express dissatisfaction with the app's usability and technical support, leading to a preference for in-store shopping or switching to competitors like Chewy.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Chewy - Pet Care & Pharmacy
#1 Users Choice
Chewy receives overwhelmingly positive feedback for its exceptional customer service, fast delivery, and competitive pricing. Users appreciate the convenience of the Autoship feature and the wide variety of products available. Occasional issues with app functionality are noted, but overall, Chewy is highly recommended by pet owners.
PetSmart
#2 Runner-up
PetSmart's app is frequently criticized for being slow and glitchy, with users experiencing difficulties in logging in, navigating, and completing purchases. Despite these technical issues, some users appreciate the in-store experience and the rewards system, but the app's performance significantly detracts from the overall user experience.
Petco
#3 Straggler
Petco's app is often described as frustrating due to its slow performance and frequent glitches, making it difficult for users to complete orders or access features. Users express dissatisfaction with the app's usability and technical support, leading to a preference for in-store shopping or switching to competitors like Chewy.

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Nuggets

Major Highlights of the Week

Delayed Discounts
Customers frequently receive discount codes immediately after placing an order, rendering them unusable for the current purchase and causing frustration. This timing issue undermines the perceived value of the discounts and affects customer satisfaction.
I often get discount codes right after ordering, which is frustrating because I can't use them on my current purchase.
App Performance Issues
The app experiences significant performance issues, including slow loading times, excessive battery usage, and frequent logouts, particularly on older devices. These technical problems hinder the shopping experience and may lead to customer attrition.
The app is slow and drains my battery, and it logs me out, which empties my cart.
Autoship Complications
Users find it challenging to modify Autoship orders, such as changing product flavors or quantities, leading to confusion and potential duplicate shipments. This complexity in managing subscriptions can deter customers from using the service.
Editing my Autoship order is complicated, and I'm worried about getting duplicate shipments.
Promo Code Issues
Customers report difficulties in applying promo codes, with some codes not working as expected or being inapplicable to certain items. This inconsistency in promotional offers can lead to dissatisfaction and a perception of misleading marketing.
I couldn't apply a discount code on my first order, which was disappointing.
Shipping and Delivery Problems
There are instances of orders not being delivered on time or at all, with shipment statuses not updating, causing significant inconvenience. These delivery issues can erode trust and deter repeat business.
My orders weren't delivered, and the shipping status never changed despite contacting customer service.
App Navigation Challenges
The app's navigation is sometimes confusing, with users struggling to find or return to specific items, such as favorites or previously viewed products. This can lead to a frustrating shopping experience and potential loss of sales.
I can't find my favorited items after the update, which is frustrating.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Delayed Discounts
Customers frequently receive discount codes immediately after placing an order, rendering them unusable for the current purchase and causing frustration. This timing issue undermines the perceived value of the discounts and affects customer satisfaction.
App Performance Issues
The app experiences significant performance issues, including slow loading times, excessive battery usage, and frequent logouts, particularly on older devices. These technical problems hinder the shopping experience and may lead to customer attrition.
Autoship Complications
Users find it challenging to modify Autoship orders, such as changing product flavors or quantities, leading to confusion and potential duplicate shipments. This complexity in managing subscriptions can deter customers from using the service.
Promo Code Issues
Customers report difficulties in applying promo codes, with some codes not working as expected or being inapplicable to certain items. This inconsistency in promotional offers can lead to dissatisfaction and a perception of misleading marketing.
Shipping and Delivery Problems
There are instances of orders not being delivered on time or at all, with shipment statuses not updating, causing significant inconvenience. These delivery issues can erode trust and deter repeat business.
App Navigation Challenges
The app's navigation is sometimes confusing, with users struggling to find or return to specific items, such as favorites or previously viewed products. This can lead to a frustrating shopping experience and potential loss of sales.

Quotes of the week

Hear from some of the most impactful users to drive changes

Chewy's customer service is exceptional! They always go above and beyond to help their customers, and their selection and prices are unbeatable. I highly recommend them for all pet needs.
A Google user
I love Chewy! They have a great selection, good prices, and the convenience of having everything delivered to my door is unbeatable. Their customer service is always helpful and friendly.
A Google user
Chewy is amazing! Their customer service is top-notch, and they always have what I need for my pets. The autoship feature is a lifesaver, and their prices are very competitive.
A Google user

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The quotes of the week

Hear from some of the most impactful users to drive changes
Chewy's customer service is exceptional! They always go above and beyond to help their customers, and their selection and prices are unbeatable. I highly recommend them for all pet needs.
Candice Wu
App Store
I love Chewy! They have a great selection, good prices, and the convenience of having everything delivered to my door is unbeatable. Their customer service is always helpful and friendly.
Kelly Williams
Google Play
Chewy is amazing! Their customer service is top-notch, and they always have what I need for my pets. The autoship feature is a lifesaver, and their prices are very competitive.
Koray Okumus
Google Play

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