Customer Reviews (100)

Sally Koeune • 2025-10-04T20:53:45.480Z

The app is okay but I can't find what I'm looking for. I'm trying to find out how to make a complaint about Amazon drivers. Multiple drivers have been speeding through my neighborhood. They don't seem to give a darn that it's 10 mph. I haven't been able to get a license plate number, unfortunately, but multiple UPS trucks making Amazon deliveries and most recently an Amazon truck sped past my house like they were running from the law.

Aaron N • 2025-10-04T20:53:08.456Z

Inaccurate delivery dates and times. Crashes regularly. Also glitches out, hit the home button and it takes me to my cart, hit the cart icon and it takes me to customer service chat. the big one and most frequent error is definitely the delivery dates and times, so far they've all been late 3-7 days for the past 3 months.

J C • 2025-10-04T20:44:36.798Z

Should be compensated for the late delivery or no-show and definitely shouldn't have to take the product to a delivery service Amazon should puck up the screw up and charge the company It's the company's responsibility to tend to the customer and their orders , no excuse from Amazon ... FALSE ADVERTISING 🤡 Amazon's policy...as long as we get their money, who cares about the customer ....

Summary of Key Insights

The Amazon Shopping app receives mixed reviews. While a significant portion of users (36%) rate it highly (5 stars), a larger portion (42%) give it the lowest rating (1 star), indicating considerable dissatisfaction. Key strengths include convenience and a vast product selection. Weaknesses revolve around delivery issues, poor customer service, search functionality, app stability (crashing), and account access problems. The overall sentiment is neutral to negative, with a highly polarized distribution of ratings. The app's overall rating is dragged down by complaints regarding service and functionality, despite some users finding it convenient.

Data & Methodology Overview

  • Data Sample Size: 100 reviews
  • Time Frame: Not specified, assuming recent based on content.
  • Analysis Methods: Sentiment analysis (manual assessment based on review text), keyword extraction (identifying frequently used words and phrases), and thematic analysis (grouping reviews based on common complaints and praises).

Key User Pain Points

  • Delivery Issues: Late deliveries, incorrect deliveries, drivers not following instructions, packages left in inappropriate locations (sun, rain) are frequently reported. This significantly impacts user satisfaction.
  • Customer Service Problems: Users report unhelpful, scripted responses, language barriers, and difficulty resolving issues. Some users accuse Amazon of theft and manipulation.
  • Account Access Issues: Several users reported being unable to create accounts or access existing accounts due to perceived "suspicious activity" or other errors.
  • App Instability/Glitches: Crashing, unresponsiveness, and navigation problems are common complaints, especially when writing reviews or accessing product details. The app is reported to randomly jump to different sections, and links to settings sometimes fail to work.
  • Poor Search Functionality: Users find the search engine ineffective, returning irrelevant results or prioritizing paid placements over accurate matches.
  • Subscription/Billing Issues: Users reported unauthorized charges, difficulty canceling Prime memberships, and confusion regarding subscription fees for services like Amazon Fresh.
  • Lack of Dark Mode: Several users have requested a dark mode option.

Frequently Requested Features

  • Dark Mode: Multiple users explicitly requested a dark mode for the app.
  • Improved Package Tracking: Users want more accurate and detailed updates on package delivery status.
  • Better Filtering Options: Especially the ability to exclude books from search results.
  • Passkey support: Users want to use passkeys for authentication.

Strengths and Positive Aspects

  • Convenience: Many users appreciate the convenience of shopping from home and accessing a wide variety of products.
  • Vast Product Selection: Users frequently mention the ability to find almost anything on Amazon.
  • Easy to Use (for some): Some users find the app easy to use and navigate.
  • Good Shipping (for some): Some users report fast and reliable shipping experiences.
  • Helpful Customer Service (in some cases): A few users reported positive experiences with customer service representatives.

Prioritized Action Recommendations

High Priority:

  • Address Delivery Issues: Implement stricter quality control for delivery services, improve driver training, and provide more accurate delivery estimates. Focus on ensuring drivers follow delivery instructions.
  • Improve Customer Service: Invest in better training for customer service representatives, reduce response times, and empower representatives to resolve issues effectively. Implement a system for escalating complex issues to more experienced agents.
  • Fix App Stability and Glitches: Prioritize bug fixes and performance improvements to address crashing, unresponsiveness, and navigation problems. Thoroughly test updates before release.
  • Enhance Search Functionality: Revamp the search algorithm to prioritize relevant results and reduce the prominence of paid placements. Provide more granular filtering options.
  • Resolve Account Access Issues: Investigate and resolve the "suspicious activity" errors preventing users from creating or accessing accounts. Provide clear instructions and support for account recovery.

Medium Priority:

  • Implement Dark Mode: Add a dark mode option to improve user experience, especially for nighttime browsing.
  • Improve Package Tracking: Provide more frequent and detailed updates on package delivery status, including real-time location tracking.
  • Simplify Subscription Management: Make it easier for users to manage and cancel subscriptions. Provide clear and transparent billing information.
  • Enhance "Save for Later" Functionality: Improve the "Save for Later" system or allow users to save entire baskets for future purchase.

Low Priority:

  • Update App Design: Address complaints about font choices and color schemes.

Opportunities for Startup Ideas

  • Delivery Service Aggregator/Optimizer: A service that analyzes delivery performance across multiple providers (including Amazon) and recommends the most reliable option for a given location and timeframe.
  • AI-Powered Customer Service Assistant: An AI assistant that can understand and resolve customer issues more effectively than current Amazon customer service.
  • Enhanced Search Engine for E-commerce: A search engine specifically designed for e-commerce that prioritizes relevance and accuracy over paid placements.
  • Secure Account Recovery Service: A service that helps users recover access to their online accounts, including Amazon, in a secure and efficient manner.

Trends and Observations

  • Negative Sentiment Around Delivery: Delivery issues are a recurring theme, suggesting a systemic problem with Amazon's logistics network.
  • Customer Service Dissatisfaction: Many users express frustration with Amazon's customer service, indicating a need for significant improvement in this area.
  • Functional Issues with the App: There are repeated mentions of app crashes, search issues, and account access problems, suggesting a need for better quality assurance and ongoing maintenance.
  • Language Variation: One review is written in Arabic, indicating a need for multilingual support and potentially localized app features.
  • Prime Membership Dissatisfaction: Some users express disappointment with the value of Amazon Prime, citing late deliveries and increased costs.

Conclusion

The Amazon Shopping app faces significant challenges related to delivery reliability, customer service quality, app stability, and search functionality. While the app offers convenience and a vast product selection, these benefits are often overshadowed by negative experiences. To improve user satisfaction, Amazon should prioritize addressing the high-priority issues outlined above. Failure to do so could lead to customer churn and damage to Amazon's brand reputation.

Original App Link

https://play.google.com/work/apps/details?id=com.amazon.mShop.android.shopping