Customer Reviews (100)

Kawaii Zhu • 2025-03-25T05:14:13.356Z

good

Shawn Marsh • 2025-03-25T05:11:24.645Z

I love Walmart. they always have the best prices, best quality along with knowledgeable staff. I recommend Walmart to everyone I know. if you're not shopping Walmart you're foolish.

Charles Hetrick • 2025-03-25T05:01:46.929Z

BEWARE BEWARE BEWARE of their advertising LIES of having a product delivered by a certain date if you order within the next hour whatever B.S as they like to change the date to later AFTER you've placed the order and money has left bank account. Walmart you can keep the raggedy $5 you wanted to give in compensation for your lies

Summary of Key Insights

The Walmart app generally receives positive feedback, with users appreciating its convenience, ease of use, and the various shopping options it provides (pickup, delivery, shipping). However, significant pain points exist around order accuracy, delivery issues, app glitches, and inventory discrepancies. While many users find the app essential, particularly for those with mobility issues or those seeking to save time, unresolved issues risk customer frustration and potential defection to competitors. The app enjoys a high percentage of 5-star reviews, but the negative reviews highlight areas needing immediate attention.

Overall Sentiment: Positive, but with significant areas for improvement. Overall Rating (estimated): Approximately 4.25 stars (based on the score distribution) Score Distribution: 1-star (16%), 2-star (2%), 3-star (7%), 4-star (14%), 5-star (61%)

Key Strengths: Convenience, ease of use, multiple shopping options, Walmart+ benefits. Key Weaknesses: Order accuracy, delivery problems (theft, late deliveries), app glitches (lists, check-in, payment issues), inventory inaccuracies, substitution issues.

Data & Methodology Overview

  • Data Sample Size: 100 reviews
  • Time Frame: Not explicitly stated, but assumed to be recent based on the nature of the reviews.
  • Analysis Methods:
    • Sentiment Analysis: Categorizing reviews as positive, negative, or neutral based on the language used.
    • Keyword Extraction: Identifying frequently mentioned keywords and phrases to pinpoint common themes and issues.
    • Frequency Analysis: Counting the occurrence of specific issues or feature requests.

Key User Pain Points

  • Delivery Issues: Several users reported problems with delivery, including theft by drivers, late deliveries, and orders being incomplete. This is a major concern as it directly impacts trust and satisfaction.
  • Order Inaccuracies & Substitutions: Users frequently complained about receiving incorrect items, unwanted substitutions, or expired products. This diminishes the convenience of online ordering.
  • App Glitches and Technical Issues: Problems with the app's functionality, such as the "Lists" feature not working, difficulty checking in for curbside pickup, payment issues (especially with Walmart Pay and expired cards), and the app crashing, create frustration and impede the shopping experience.
  • Inventory Discrepancies: The app often shows items as in stock when they are not, leading to wasted trips to the store and held funds for canceled orders. This undermines the app's reliability.
  • Curbside Pickup Problems: Inability to check in via the app for curbside pickup is a recurring issue.
  • Heavy Bags: Too much food being packed into one bag is an inconvenience.

Frequently Requested Features

  • Improved Inventory Accuracy: Users want the app to accurately reflect the real-time availability of products in their local stores.
  • Samsung Tablet Compatibility: A user requested the app to be available for Samsung Tablets.
  • More Pickup Time Slots: Increase the availability of pickup times throughout the day.
  • Easier Removal of Expired Payment Methods: Simplification of removing expired cards from the app.

Strengths and Positive Aspects

  • Convenience: Users consistently praise the app for its convenience, especially for pickup and delivery services, which save them time and effort.
  • Ease of Use: Many reviewers find the app easy to navigate and use.
  • Walmart+ Benefits: The Walmart+ membership, particularly Scan & Go and fuel discounts, is well-received.
  • Price and Selection: Users appreciate Walmart's competitive prices and wide product selection.
  • Home Delivery for Handicapped/Seniors: The home delivery service is especially appreciated by users with mobility issues.

Prioritized Action Recommendations

High Priority:

  • Address Delivery Issues: Implement stricter background checks and training for delivery drivers to prevent theft and ensure reliable service. Provide better tracking and communication regarding delivery times.
  • Improve Order Accuracy: Enhance the order fulfillment process to minimize errors and ensure accurate substitutions. Implement quality control measures to prevent expired or damaged items from being included in orders.
  • Fix App Glitches: Prioritize bug fixes for recurring technical issues, such as problems with the "Lists" feature, check-in for curbside pickup, payment processing, and app crashes.
  • Enhance Inventory Accuracy: Invest in real-time inventory management to ensure the app reflects accurate product availability.

Medium Priority:

  • Improve Substitution Process: Give users more control over substitutions, allowing them to specify preferred alternatives or opt out entirely.
  • Optimize Curbside Pickup: Resolve the check-in issues and streamline the pickup process for a smoother experience.
  • Payment Management: Make it easier to remove expired payment methods.

Low Priority:

  • Tablet Compatibility: Evaluate the demand and feasibility of optimizing the app for tablet devices.
  • Bag Weight: Ensure groceries are packed with consideration for weight.

Opportunities for Startup Ideas

  • Delivery Driver Verification Service: A third-party service that provides enhanced background checks and continuous monitoring of delivery drivers for various platforms (not just Walmart).
  • AI-Powered Substitution Recommendation Engine: An AI-driven system that suggests more relevant and personalized substitutions based on user preferences and dietary restrictions.
  • Real-Time Inventory Tracking Solution: A software solution that provides retailers with real-time inventory visibility across all channels, eliminating discrepancies and improving order accuracy.
  • Automated Expiration Date Monitoring: A system that automatically flags and removes items nearing their expiration dates from online orders.

Trends and Observations

  • High reliance on delivery services: A significant portion of users rely on delivery and pickup due to mobility issues or convenience, highlighting the importance of these services.
  • Frustration with technical glitches: Technical issues are a recurring theme in negative reviews, indicating a need for improved app stability and performance.
  • Mixed experiences with substitutions: While some users appreciate substitutions, others find them to be irrelevant or undesirable, suggesting a need for a more personalized approach.
  • Walmart+ is a key differentiator: Users who are members of Walmart+ are generally more satisfied, indicating the value of the membership program.

Conclusion

The Walmart app offers significant convenience and value to its users, but unresolved issues related to delivery, order accuracy, and app functionality are detracting from the overall experience. Addressing these pain points should be a top priority to maintain customer satisfaction and prevent churn. By investing in improved processes, technology, and training, Walmart can solidify its position as a leader in online retail and deliver a truly seamless shopping experience. Focus on reliability and accuracy is key.

Overall Recommendation: Prioritize fixing the identified pain points related to delivery accuracy, app glitches, and inventory accuracy to improve the user experience and maintain customer loyalty.

Original App Link

https://play.google.com/store/apps/details?id=com.walmart.android