Barry Schwartz, the author of the Paradox of Choice, describes our anticipation of our experience with a thing as "expected utility" and the actual use of the thing as the "experienced utility". I'm really tired of trying to buy things that I think will yield a good user experience, only to find that regardless of how much research I've done, there's no way to evaluate the darn things until I've bought and used them. I'll give you some examples of what I mean by that, from my kitchen.
In the manufacturer's photo of my kitchen faucet, the handle is on the right. My husband and I are both right handed, so we thought, "Here's a really beautiful faucet, that will work well for us" (expected utility). Once we had it installed, we realized that right-handed people hold pots and pans and glasses with their right hands, and turn on the faucet with their left hands (at least we do). So we had to have the plumber back out to turn the faucet around, 
which is not really the same, because there's a black button on the "back" of the faucet, which now faces front. Every time I see that black dot, I grimace. It's interfering with my enjoyment of the beauty of the faucet (experienced utility).
Another example: my coffee pot. When we installed granite counter tops in our kitchen last summer, I decided to treat myself to a new coffee pot. The old one wasn't broken, but it was 3 or 4 years old, and pre-dated our getting the whole-house water filter, so it made God-awful noises when the coffee was brewing. I've been a die-hard fan of one particular brand of coffee makers, for about 20 years. They have all sorts of models, but I prefer the ones with clocks, so we can set up the coffee the night before, and then have it brew the coffee in the morning, right before we get up. On this new model, it does those things, but the little dial that they used to have to set the clock, has been replaced by a sequence of 7 button presses (across 3 separate buttons, none of which are dedicated to setting the time). I can never remember the key sequence, so I keep the manual close by. When the power goes out, I dread having to re-program the thing. Does it hamper my enthusiasm for the product and the manufacturer? You bet.
Last example: we recently replaced our dishwasher with a new one. We spent a LOT of time selecting it: we chose it for the completely configurable racks, the fact that it's very quiet, the top rack can be moved up and down, the stainless steel interior, and lots of other features. What we didn't know until it was installed and we used it, is that we need to use special soap that is less environmentally friendly the the soap we were using before -- otherwise the dishes don't get clean. And some things will never get dry, no matter how long you leave them in the washer. And the icons on the display aren't documented anywhere -- not in the manual or anywhere online. And it takes 30 - 60 minutes longer to wash a load of dishes than our old model. So, the features that we bought it for are all there, and it looks great. But are we really happy with it? Not so much. Because the user experience was not what we had expected.
