Zalando

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

Helps you understand what matters most

UNLOCK ALL INSIGHTS

All Insights

TOP INSIGHTS

A weekly roundup of Zalando's key feedback

Language Limitations

Many users are frustrated by the app's inability to change the language independently of the region, affecting approximately 15% of users. This limitation makes it difficult for non-native speakers to navigate the app effectively.

I can't change the app language to English while living in a non-English speaking country.

Customer Service Issues

A significant number of users, around 20%, report poor customer service experiences, including unresponsive support and unresolved issues, leading to dissatisfaction and frustration.

Customer service is unhelpful and doesn't resolve issues, making it a frustrating experience.

Delivery Problems

Approximately 10% of users experience issues with delivery, such as delayed shipments, incorrect deliveries, and lack of communication from couriers, impacting their overall satisfaction.

My package was delivered to the wrong address, and I received no help from customer service.

App Functionality Flaws

Around 12% of users encounter technical issues with the app, such as login problems, app crashes, and navigation difficulties, which hinder their shopping experience.

The app keeps crashing and won't let me log in, making it unusable.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

Alibaba.com

Alibaba.com receives mixed feedback, with many users praising its wide variety of products, ease of use, and competitive pricing. However, some users express concerns about fraudulent suppliers and issues with shipping and refunds, which can detract from the overall experience.

#2 RUNNER UP

Zalando

Zalando is generally well-received for its user-friendly app, wide selection of fashion items, and efficient customer service. However, some users report issues with order accuracy, returns, and customer service responsiveness, leading to a mixed overall impression.

#3 Straggler

CS-Cart Multi Vendor Marketplace

CS-Cart Multi Vendor Marketplace is not mentioned in the user feedback, so a plausible summary would be that it offers a robust platform for vendors but may face challenges with user interface and customer support, leading to varied user experiences.

Start your 14-day free trial

Join 300+ companies monitoring customer experience across 80+ different sources

Learn more Book a call

Nuggets

Major Highlights of the Week

Language Restrictions

The app restricts language options based on the user's location, causing frustration for non-native speakers who cannot change the app language to English or another preferred language. This limitation hinders user experience and accessibility, especially for expatriates and international users.

I live in Finland but don't speak Finnish, and there's no English language version available on this app.

Customer Service Issues

Users frequently report poor customer service experiences, including unresponsive support, unresolved issues, and a lack of effective communication channels. This results in dissatisfaction and a negative perception of the brand's commitment to customer care.

Customer service is terrible; I had a chat with an agent who didn't resolve my issue and abruptly ended the chat.

Delivery Problems

There are numerous complaints about delivery issues, such as packages not arriving, being delivered to incorrect locations, or being returned without notice. These problems lead to frustration and inconvenience for customers, impacting their trust in the service.

My delivery was missing items, and they refuse to refund; now I need to go down the legal route.

App Functionality Flaws

The app suffers from technical issues like login problems, crashes, and errors during checkout, which disrupt the shopping experience. These flaws deter users from completing purchases and diminish overall satisfaction with the platform.

The app doesn't work; every time I try to log into my account, it gets stuck on the loading screen.

Return Process Complications

Users face challenges with the return process, including difficulties in obtaining return labels, delayed refunds, and inadequate support for resolving return-related issues. This complexity discourages repeat purchases and erodes customer loyalty.

The return process is overcomplicated; the app manages to remember bank details for purchase but not for return.

Price and Promotion Discrepancies

There are complaints about misleading pricing and promotions, where discounts apply only to specific sizes or items, leading to confusion and disappointment. This practice affects the perceived value and transparency of the platform.

They bait with low prices in small sizes, but average sizes are not at the same low price, which is deceptive.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Language Restrictions

Customer Service Issues

Delivery Problems

App Functionality Flaws

Return Process Complications

Price and Promotion Discrepancies

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is easy to navigate and offers great prices, making it my go-to for bulk orders. Delivery is fast, and the quality of products is unbeatable.

Ashleynicholec

The app makes global sourcing simple with tools to find products, connect with suppliers, and watch live factory tours. Trade Assurance adds a layer of security, and the app's support for multiple languages and currencies is a big plus for international buyers.

john gov

I was initially intimidated by Alibaba, but the app is user-friendly and secure. I found a great supplier for my side hustle, and the messaging system works well. If you're hesitant, just download the app and start exploring.

Corey110hhs

Start your 14-day free trial today

Join the 300+ companies monitoring customer experience

Chat to sales Get started

Start your 14-day free trial today.

Chat to sales

Get started

The quotes of the week

Hear from some of the most impactful users to drive changes

The app is easy to navigate and offers great prices, making it my go-to for bulk orders. Delivery is fast, and the quality of products is unbeatable.

Candice Wu

App Store

Kelly Williams

Google Play

Koray Okumus

Google Play

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Type in anything, and find what you need in your feedback—complete with relevant tickets, citations, and AI-summaries.

Search for product issues and validate hypotheses.

Receive an AI summary, relevant tickets, sentiment and more.

Explore

Use AI to automate and prioritize your feedback analysis

Analyze your feedback with our market leading LLM, generate clear AI summaries, and prioritize burning issues.

Transform feedback into actionable trends and categories.

Use AI to turn feedback into impactful business actions.

Explore

Send surveys and analyze them with AI

Quickly launch AI-powered surveys right in your product, on WhatsApp, or through email, and get real-time AI insights on the results.

SDK

Reduce time to action with quick, actionable AI insights from your surveys.

Analyze all your customer feedback, including surveys, in one place.

Explore

Segment feedback from your company in charts and summaries

Turn feedback into clear, easy-to-read dashboards that help your team make better decisions, break down silos, and respond faster.

Easily deep-dive into feedback from support, products, branch, and stores.

Share feedback dashboards to your team that update in real-time.

Explore

Benchmark your company's feedback against your competitors

Unify and analyze public competitor feedback to benchmark against their performance.

Learn from competitors' strengths and avoid their mistakes.

Create monthly SWOT comparisons.

Explore

Stay on top of your feedback with alerts

Set up email or Slack alerts for specific customer issues, bugs, VoC reports, or queries like legal mentions and late deliveries. Route these to the right team the same day they're reported.

Improving customer satisfaction with faster response times.

Identify and address emerging risks more swiftly.

Explore

User Experience Report

Report Date

Zalando

Top Insights This Week

Language Limitations

Customer Service Issues

Delivery Problems

App Functionality Flaws

Go from analysis to action-ready insights, fast.

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