Customer Reviews (100)

Sukumar Maity • 2025-07-24T16:18:29.424Z

bustard pet care

Ankur Luthra • 2025-07-24T10:58:46.101Z

never on time. I have booked many orders and done the payment before delivery but still they take a whole month to deliver

NAVEEN SINDHIYA • 2025-07-24T08:21:08.329Z

worst experience, Product was not delivered within mentioned date and time. And took 3 days to cancel the order and got no msg for refund.

Supertails: Online Pet Shop - App Review Analysis

1. Summary of Key Insights

Supertails is an online pet store app aiming to provide a one-stop shop for pet care needs in India. While the app receives praise for its product variety, customer service, and unique offerings like birthday gifts for pets, it suffers significantly from delivery issues and app performance problems. There's a stark contrast between users who report excellent experiences and those who describe extremely frustrating delays, cancellations, and a buggy app interface. The overall sentiment is mixed, with a significant proportion of negative reviews highlighting critical operational flaws.

Key Strengths:

  • Good customer service experiences reported by some users.
  • Wide variety of products and brands.
  • Unique features like birthday gifts and vet consultations.
  • Helpful and polite staff.

Key Weaknesses:

  • Delivery issues: Delayed deliveries, cancelled orders, and unresponsive delivery agents are major problems.
  • App performance: Users frequently report lagging, crashing, and glitches.
  • Payment issues: Problems with refunds and payment processing are mentioned.
  • Inconsistent customer service: While some users praise the service, others report rude or unhelpful interactions.

Overall Sentiment: Mixed, with a significant negative skew due to delivery and app issues.

Quantitative Metrics:

  • Overall Rating: Based on the review distribution, the app likely has an average rating between 3 and 4 stars.
  • Score Distribution:
    • 5-star: 45%
    • 4-star: 9%
    • 3-star: 5%
    • 2-star: 8%
    • 1-star: 33%

2. Data & Methodology Overview

  • Data Sample Size: 100 reviews
  • Time Frame: Not explicitly stated, but assumed to be recent based on the content of the reviews.
  • Analysis Methods:
    • Sentiment Analysis: Identifying positive, negative, and neutral sentiments expressed in the reviews.
    • Keyword Extraction: Identifying frequently mentioned topics and issues (e.g., "delivery," "app," "customer service").
    • Frequency Analysis: Determining the frequency of different star ratings and recurring issues.

3. Key User Pain Points

  • Delivery Issues (High Impact, High Frequency):
    • Delayed Deliveries: Numerous users report significant delays, often exceeding the promised delivery time.
    • Cancelled Orders: Orders are sometimes cancelled without proper notification or explanation, even after payment.
    • Unresponsive Delivery Agents: Users struggle to contact delivery agents, who are sometimes described as rude and unhelpful.
    • Delivery to Incorrect Locations: Delivery agents asking customers to collect from main roads or central points instead of delivering to their doorsteps.
  • App Performance (High Impact, High Frequency):
    • Lagging and Crashing: The app is frequently described as slow, unresponsive, and prone to crashing.
    • Glitches and Bugs: Users encounter various glitches that prevent them from placing orders or using app features.
    • OTP Issues: Difficulty receiving OTPs during login or checkout.
  • Customer Service (Medium Impact, Medium Frequency):
    • Inconsistent Service Quality: While some users praise customer service, others report rude or unhelpful interactions.
    • Lack of Resolution: Customer service representatives sometimes fail to resolve issues effectively.
    • Missing Information: Lack of communication regarding order status and refunds.
  • Payment and Refund Issues (Medium Impact, Low Frequency):
    • Delayed Refunds: Users experience delays in receiving refunds for cancelled orders.
    • Payment Processing Errors: Issues with payment processing prevent users from completing orders.
  • Pricing (Low Impact, Low Frequency):
    • Higher Prices: Some users find the prices to be higher compared to other online pet stores.
    • Delivery Charges: Some users complain about heavy delivery charges.

4. Frequently Requested Features

  • Improved App Performance: Users consistently request a faster, more stable, and less buggy app.
  • Real-Time Order Tracking: Users desire more accurate and transparent order tracking.
  • Faster Delivery Options: Users want options for faster delivery, even if it requires an extra fee.
  • Reliable Delivery Service: Users want assurance that their orders will be delivered on time and without issues.
  • Improved Communication: Users want proactive updates on order status and prompt responses from customer service.
  • COD (Cash on Delivery) Option for Higher Order Amounts: Some users requested COD option for orders more than 700 INR.

5. Strengths and Positive Aspects

  • Wide Product Variety: Users appreciate the extensive selection of pet products available.
  • Premium Brands: The app offers high-quality products from trusted brands.
  • Customer Service (for some): Some users report positive experiences with helpful and polite customer service representatives.
  • Unique Offerings: The birthday gifts and vet consultations are well-received features.
  • Easy to Place Orders: Some users find the app easy to use for placing orders (when it's not lagging).
  • Prompt Service: Some users have experienced prompt and thoughtful service.

6. Prioritized Action Recommendations

| Priority | Issue | Recommendation .

7. Opportunities for Startup Ideas

  • Pet Food Subscription Service with Guaranteed Delivery: Focus on reliable and timely delivery, potentially partnering with local delivery services.
  • Mobile App Optimization Service for E-commerce Businesses: Offer a service specializing in optimizing e-commerce apps for performance and user experience.
  • Customer Service Training for Pet Businesses: Provide training programs tailored to the specific needs of pet-related businesses, emphasizing empathy and problem-solving.

8. Trends and Observations

  • Delivery is a Recurring Theme: Delivery issues are consistently mentioned across a significant portion of the reviews. This suggests a systemic problem rather than isolated incidents.
  • App Performance Impacts User Experience: The poor app performance directly affects users' ability to browse, order, and manage their accounts, leading to frustration.
  • Inconsistency in Customer Service: The varying reports of customer service quality indicate a lack of standardized training and procedures.
  • Language Preferences: Most reviews are in English, but some are in Hindi, suggesting a need for multilingual support.

9. Conclusion

Supertails has the potential to be a leading online pet store in India, but it needs to address its critical operational issues. Improving delivery reliability, optimizing app performance, and ensuring consistent customer service are crucial for enhancing user satisfaction and building a strong reputation. Prioritizing these areas will help Supertails capitalize on its strengths and achieve its mission of providing the best possible care for pets.

Overall Recommendation: Focus on fixing delivery and app performance issues immediately. These are the biggest drivers of negative sentiment and are hindering the app's potential.

10. Original App Link

https://play.google.com/store/apps/details?id=com.coffye.dqiabm&hl=en_IN