Hello!! I just wanted to write a huge THANK YOU!! To one of your AMAZING employees. The beginning of the school year for teachers can be very hectic and one one of the days we had meetings, I stopped by Scooters and got my usual Latte and by mistake was given someone else’s order, which I didn’t notice until I got to work. I called the store and talked to Terry, who graciously apologized a million times, she asked my address and quickly brought the coffee herself, to my work and again apologized several times. She gave me a coupon for next visit as well. This is exactly the reason why I love Scooters and why I don’t buy my coffee from the other big companies in town. I love how I’m greeted and how happy your employees seem. I get my orders super fast and there is no better tasting coffee in town. Scooters you have the best workers and their customers service is like no other. THANK YOU!!! And please reward Terry because what she did that day was OUTSTANDING!!!!!

I was so excited to see a mobile ordering function had been added to the app. I would drink Scooters every day instead of Starbucks if I could order ahead and run in and pick up my drink. Unfortunately, this new feature is useless. First of all, it doesn’t tell you until after you have placed an order, but they don’t make your drink and have it ready for you to run in and pick up. They instruct you to go to the drive thru, give them your name, and then they will make your drink. How is this different or more efficient than just ordering in drive thru? They claim it is so your drink is “fresh” but if I cared about whether or not my drink sat for 10 min I wouldn’t order ahead. The point of this feature is convenience and this adds zero convenience to the customer experience. On top of that, they still messed up my drinks when I literally entered in exactly what I wanted. I work in product marketing and I am just dumbfounded at the poor UX of this rollout. How much user testing did they do before they launched this? Scooters—if you want to be competitive with the bigger companies like Starbucks and Dunkin then fix the digital and operational issues or you’re going to get left behind. Your drinks are better but the convenience and access is just as, if not more, critical to get right.

I have NEVER written a review for an app. So the fact that I am taking the time to write one is indicative of how strongly I feel about this. My number one complaint is that the rewards program would give you a free drink for your birthday. Now it only gives you 200 points on your birthday which is only HALF the amount of points that I would need to get the drink that I get almost daily. My second complaint is that it seems that the rewards program is set up to be more beneficial for the company than the customer. You “earn” badges for each task and get nothing redeemable, so you basically get a sticker. You lose your status each month and have to start over again. So before when you reached the higher status you get a points multiplier and you kept your status. Many employees at several different locations have also complained about the new rewards system. It is just too obvious that the company made it to benefit themselves instead of giving back to their customers. The badges are the main thing that make me think that way. At this point the only good thing about the app, for me, is that I can order ahead and pay ahead. It’s not a good rewards program. Also, the modification options need to be made where all the modifications are accessible. For example, I order the peanut butter power just about every day. I always add extra peanut butter but I’m not able to add it through the app. If I want it double blended, I can’t put that on the app. If I want to add flavorings such as caramel or mocha, I can’t do it through the app. So if there were a modification menu to be able to add to our drinks that would be helpful for us and we would also be spending more by adding modifications but the app doesn’t allow it. I know this is long, but I’m hoping that someone from scooters will see this and take these things into consideration and hopefully make some changes.

**Update** I attempted to log in again today and I did receive the email link, which took me to a screen, which had me tap another link that took me back to the app., (phew!!) and then finally, my account was still there, points and all. I just hope it keeps me logged in, because I AM NOT going through that every time I use it…..The new update killed my app. When I enter my email I get the Uh-Oh something went wrong, try again pop up. If I try to sign up again, same issue. Tried a different email (not sure which one I used to sign up-deleted the most recent email) & it says it sent a check your inbox and I never get it….not even to my spam folder….Not a good way to roll out a new update, especially because I cannot earn points and really hope I didn’t lose the ones I have earned. Won’t be ordering anything from you until it is fixed….