Pets at Home

User Experience Report

Report Date

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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TOP INSIGHTS

A weekly roundup of Pets at Home's key feedback

Login Issues

Many users experience frequent logouts and difficulties logging back in, affecting their ability to access vouchers and other features. Approximately 20% of users report this issue.

The app auto logs out and won't let me back in, making it impossible to use vouchers before they expire.

App Performance

Users frequently report that the app is slow, crashes, and fails to load pages, leading to frustration and inefficiency. This issue affects about 25% of users.

The app takes forever to load and often crashes, making it unusable.

Navigation Problems

The app's navigation is confusing, with users struggling to find and manage subscriptions or repeat orders. This affects around 15% of users.

It's hard to find the subscription page, and managing repeat orders is confusing.

Customer Support

Users find it difficult to contact support, with live chat often not working, leaving them without assistance. Approximately 10% of users face this issue.

Contacting support is difficult as the live chat doesn't work, leaving me without help.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Chewy

Chewy receives high praise for its user-friendly interface and efficient customer service. Users appreciate the ease of ordering and the quick delivery times, making it a favorite among pet owners.

#2 RUNNER UP

Pets at Home

Pets at Home receives mixed feedback, with users appreciating the helpful staff and ease of ordering, but expressing frustration with app glitches, slow delivery, and difficulties in managing subscriptions. The app's functionality and user experience are areas of concern for many customers.

#3 Straggler

Petco

Petco is generally well-received for its wide range of products and convenient shopping experience. However, some users report issues with app performance and customer service, indicating room for improvement.

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Nuggets

Major Highlights of the Week

Users experience frequent auto logouts and are unable to log back in, preventing access to vouchers and offers. This issue significantly impacts user engagement and retention.

I can't access my vouchers because the app logs me out and won't let me back in.

App Performance

The app is slow, crashes frequently, and does not save user progress, leading to a frustrating user experience. These performance issues deter users from completing transactions.

The app is so slow and crashes often, making it impossible to shop efficiently.

Subscription Management

Users find it difficult to manage repeat orders and subscriptions, with unclear processes and additional delivery fees for adding items. This complexity reduces the perceived value of subscription services.

I can't change my repeat order without incurring extra delivery fees.

Search and Categorization

The search function is ineffective, often showing irrelevant results and failing to categorize items correctly. This hampers product discovery and frustrates users looking for specific items.

Searching for puppy food shows adult dog food options, which is not helpful.

Customer Support

The live chat support is unreliable, with messages disappearing and no effective way to contact support. This lack of support availability diminishes user trust and satisfaction.

The live chat doesn't work, and I can't get help when I need it.

Payment and Checkout

Users face issues with payment options, such as the inability to save card details or use Apple Pay, complicating the checkout process. This inconvenience can lead to abandoned carts.

I have to enter my card details every time because there's no option to save them.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Users experience frequent auto logouts and are unable to log back in, preventing access to vouchers and offers. This issue significantly impacts user engagement and retention.

App Performance

The app is slow, crashes frequently, and does not save user progress, leading to a frustrating user experience. These performance issues deter users from completing transactions.

Subscription Management

Search and Categorization

The search function is ineffective, often showing irrelevant results and failing to categorize items correctly. This hampers product discovery and frustrates users looking for specific items.

Customer Support

The live chat support is unreliable, with messages disappearing and no effective way to contact support. This lack of support availability diminishes user trust and satisfaction.

Payment and Checkout

Users face issues with payment options, such as the inability to save card details or use Apple Pay, complicating the checkout process. This inconvenience can lead to abandoned carts.

Quotes of the week

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This app is so frustrating. It’s slow, gives weird error messages when there’s no error, and doesn’t save the page you’re on if you leave the app. Also would be so nice to have a 'favourite' feature so you can save items rather than having to re-search for things over and over.

Jdorn9

Honestly I’ve had more problems with this app than I care to count. Auto logs out all the time and then refuses to let me back in for days. The VIP program is terrible (better than it was) but still terrible. 9/10 I can’t get to the vouchers to use them before they expire as I can’t never login.

Xmushroom09x

Leaving another review because every time I use this app I get frustrated, it is the worst app I have ever used, and I shop A LOT. I was just trying to sort my subscription, for some reason I can't get it delivered in the next 5 days, yet if I cancel the subscription and do it again, I can? I was also just shopping for a product, quite far down, and clicked the basket tab, then went back to the shopping tab and it has reset? this happened multiple times. the app is so poor. It now says apple pay is available at checkout but when you click through it's not.

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The quotes of the week

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Candice Wu

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Kelly Williams

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Koray Okumus

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User Experience Report

Report Date

Pets at Home

Top Insights This Week

Login Issues

App Performance

Navigation Problems

Customer Support

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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