Poor app functionality
I tried to register my existing Clubcard details on the New World app. However it would not allow me to complete the password establishment. A message came up to say the site was not working at the time. I then phoned the 0800 number and the friendly operator suggested I register on line implying this would be more effective. I did that as I had my laptop open but same message came up. I was told to await an email. This has prevented me from proceeding with installing the app for on line buying. It appears the IT team leadership needs to collaborate with the customer experience leads to ensure customers are not frustrated by the process. I am not in the time consuming habit of writing complaints but with the publicity of duopolies and rising prices relating to supermarkets I decided to voice this problem. I hope this matter I am experiencing is resolved for the sake of others.
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Response from developer
Hi there, sorry to hear about this poor experience - it sounds very frustrating! I'd love to reach out to you directly to resolve this, but don't have any contact details. Could you please try calling us again or email us at app.feedback@foodstuffs.co.nz with your contact details we'll get someone to be in touch ASAP? Thanks ^NG
How can this app be so bad?
I saw the reviews on this app and thought “surely not?”. But yes, this app has such poor functionality it boggles the mind that they were able to get it past the development stage. Firstly - as you have to log in with your Onecard, how can it not already have a list of my favourite items, just one click away from adding to the cart? And when you do search for an item, there is no way to save it down to a list for future use. You can see past orders, but don’t think that means you can order from there - oh no, that would just be too easy. Thoroughly disappointed!
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NW
Shocker. I logged in and tried to use this yesterday for online click and collect, liked the actual shopping list experience but at the end the checkout doesn’t seem to exist. Had to try to register a credit card, couldn’t after numerous attempts so lost my slot. This app is very poorly designed and doesn’t seem to integrate with the NW shopping experience, in that you can’t add a credit card therefore can’t pay any other way - you get sent to Clubcard site instead if you try which also seems to have no such capacity - hence seems a waste of time
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Frustrating
Navigating the ‘updated’ New World app is enough to drive me back to the competition! It is unintuitive, clunky, continuously drops out and has more technical glitches than you could shake a stick at. It’s turned what was a relatively seamless task into a long and frustrating experience. I cannot even browse products or see items I have purchased before. Surely these basics functions are eCommerce 101. Was the app even tested before it was launched? It’s been up and running for a month now, and nothing has improved! It is the exact opposite of user-friendly. Worst app ever!
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First impressions last
Good luck registering for the club card if you don't want Flybuys or Airpoints. The app blocks you and FORCES you to sign up for either in order to proceed.
Clicking help takes you the website FAQ - do i need flybuys or Airpoints? It presents you with this ambiguous copywriting masterpiece:
"... No, you don’t. You can choose to join Flybuys or Airpoints as part of joining Clubcard..."
I finally managed to sign up... Only to be presented with a gentle reminder:
"...Sorry - an error occurred displaying your Clubcard barcode..."
Please don't call me to fix this. I don't want to engage in phone conversations for arbitrary reasons.
Was any of this tested before releasing to the public? And echoing other comments here, why are you releasing half-baked solutions to the public? I get it, your agile. Release value incrementally. Bit please tell me how this is deemed as value?? It creates friction points. And first impressions last.
Clicking help takes you the website FAQ - do i need flybuys or Airpoints? It presents you with this ambiguous copywriting masterpiece:
"... No, you don’t. You can choose to join Flybuys or Airpoints as part of joining Clubcard..."
I finally managed to sign up... Only to be presented with a gentle reminder:
"...Sorry - an error occurred displaying your Clubcard barcode..."
Please don't call me to fix this. I don't want to engage in phone conversations for arbitrary reasons.
Was any of this tested before releasing to the public? And echoing other comments here, why are you releasing half-baked solutions to the public? I get it, your agile. Release value incrementally. Bit please tell me how this is deemed as value?? It creates friction points. And first impressions last.
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Doesn’t work. Waste of time and so frustrating
This app is really stupid. Does not work. I cannot log on as it does not recognise my details and existing Club card number. Not only can I not log in, I CANNOT EVEN browse online just to see if a product is in stock in local store. Can’t do anything without logging in. Took it off phone, waste of space. Pity as I would like to have digital card, I so often leave my wallet with cards behind when I spontaneously pop in to shop. So I have missed out on specials and points as well. Even managers in the store could not help or look up my details. So I usually go to another supermarket even though New World is closer. Tried to sort on phone got tired of waiting to speak to someone. So New World has lost my support except for some items I cannot get elsewhere
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New version does let me scan digital card
Not sure why, but since the new layout has been implemented I can’t scan the digital card at self checkouts. Always worked in old design so assume new card ‘placement’ on screen is issue. App now no longer able to do the one thing that matters.
Won’t open
Since the latest update my app won’t stay open which means I can’t scan my club card. The app opens for 1 second then closes.
Unable to login
It just doesn’t login. Password etc are correct and work on a PC but not on this app (using iPhone 6 with IOS 12.4.9, the highest Apple allows on older phones).
Does not work at all
Impossible to register.
Set up password - “Error - try again later”
Try again later:
Register - “This email is already in use”
Login - “Password and/or email is incorrect”
Forgot password - brings up a web bowser screen with “continue” and “go” buttons that don’t work.
Call 0800 number: Both options 1 and 2 go nowhere.
Most infuriating experience on an app ever.
Set up password - “Error - try again later”
Try again later:
Register - “This email is already in use”
Login - “Password and/or email is incorrect”
Forgot password - brings up a web bowser screen with “continue” and “go” buttons that don’t work.
Call 0800 number: Both options 1 and 2 go nowhere.
Most infuriating experience on an app ever.
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Response from developer
Hi there, we hope that we have improved your experience with the app. If we have, would you consider re-visiting your rating and review? If you are still facing issues registering, please let us know and we would love to look into the issue again for you. Thank you ^GL
