POP MART
This is customized report built by Clarity, using AI to analyze feedback from platforms like the App Store and Reddit.
Building trust in every customer interaction
App Crashes and Glitches
Around 20% of users experience frequent app crashes and glitches, particularly during high-demand times, which hinders their ability to browse and purchase items effectively.
After updating the app, it keeps crashing when searching and browsing for items.
Stock Availability Problems
Approximately 10% of users are frustrated with items being out of stock almost immediately after restock notifications, suggesting potential issues with bots or unfair purchasing practices.
I tapped the restock notification the second it appeared, and it was already sold out.
Payment and Access Errors
About 8% of users report issues with payment options not working and receiving access denied errors, which prevent them from completing purchases.
I am a paying customer and get 'restricted access' because why?
Users' choice
Kidrobot receives high praise for its app, which brings the brand and products to life, making it a favorite among collectors. Users appreciate the combination of custom art pieces and nostalgic character collectibles, although some have reported issues with online purchases.
Runner up
POP MART has a mixed reception; while many users love the app's fun and addictive nature, and the wide selection of art toys, others report significant issues with app functionality, customer service, and order fulfillment.
Straggler
Mighty Jaxx is appreciated for its unique art toys and collaborations, but some users express frustration with the app's design and functionality, indicating room for improvement.
Shipping Delays
Customers experience significant delays in receiving their orders, with some waiting over a month without resolution. This issue is exacerbated by unresponsive customer service, leading to frustration and dissatisfaction.
App Crashes
The app frequently crashes, especially during high-demand events, preventing users from browsing or purchasing items. This instability is causing users to miss out on desired products and creates a poor shopping experience.
Stock Issues
Users are frustrated with items being sold out immediately upon restock, suggesting potential bot interference. This results in a negative purchasing experience as customers feel they have no fair chance to buy popular items.
Unboxing Proof Requirement
Customers are required to provide unboxing videos to resolve issues with incorrect shipments, which is not always feasible. This policy leaves customers without recourse if they don't have video evidence, leading to dissatisfaction.
Scanner Functionality
The scanner feature is ineffective, with users unable to scan tags due to poor design and redirection issues. This diminishes the app's utility and frustrates users attempting to engage with the product features.
Access Denied Errors
Users encounter 'access denied' errors during purchase attempts, leading to lost items in their cart and a disrupted shopping experience. This technical issue undermines user trust and satisfaction with the app.
Bring all your feedback into one place—so product, support, customer experience and leadership work from the same source of truth.
