Executive Summary
The period between 2024 and 2025 marked a significant transition for the international shipping and shopping platform, Hoobuy. In response to user feedback, the company rolled out a substantial User Interface (UI) overhaul and made critical adjustments to its shipping routes. This review compares user satisfaction across these two years, highlighting clear progress in operational fluidity while identifying areas, particularly in customer service, that require further refinement.
User Satisfaction Key Metrics: 2024 vs. 2025
| Metric | 2024 User Feedback | 2025 User Feedback | Trend |
|---|---|---|---|
| Platform Usability & Performance | Often described as clunky, with slow load times and confusing navigation. | Marked improvement:smoother performance, faster page loads, and a more intuitive layout post-UI update. | Positive |
| Shipping Speed & Reliability | Frequent delays and unpredictable transit times due to inefficient routing. | Noticeable gains:Route adjustments
| Positive |
|
| Refund & Issue Communication | Slow, opaque, and frustrating process for handling problems or returns. | Ongoing challenge:refund communication still needs improvement. Users cite lack of proactive updates and slow response times. | Neutral / Needs Work |
| Overall Satisfaction | Generally mixed, with satisfaction heavily dependent on hassle-free shipping. | Leaning more positive, primarily driven by the enhanced user experience and better logistics. | Positive |
The 2025 Experience: Gains and Gaps
✅ The Clear Improvements
The UI/UX updateslogistical route adjustments, these changes have directly addressed two of the 2024 users' biggest pain points: a difficult-to-use platform and unreliable shipping times.
⚠️ The Persistent Challenge: Customer Service Communication
Despite operational upgrades, user reports indicate that the backend support system, especially for refunds and problem resolution, hasn't kept pace. The core issue isn't necessarily the refusal of refunds but the lack of clear, timely communication. Users often find themselves waiting without updates, having to follow up repeatedly. This creates a significant dissonance: a high-tech front-end experience contrasted with a low-communication, slow back-end process when issues arise.
Final Verdict
Hoobuy's journey from 2024 to 2025more performant and user-friendly, and shipping has become more reliable.
However, the overall trust in the service is still partially undermined by customer service shortfalls.