OTR App - Coffee & Fuel Deals 4+

Love this app, lacks support though

I really love this app and the time and effort it saves me filling up on petrol each time. It saves me loads of time, saves me money and I really love the gamification of the price discount.

My biggest challenge recently has been trying to get support from anyone at OTR when it locked up once my credit card expired. I tried five different channels and kept getting crickets or people stopped responding. Not the best customer experience.

Overall though, I really do rate the app and think if you can get the Customer Service element right, you’re on a winner !!

Terrible customer service

Appalling customer service at Evanston Gardens otr today. Staff incredibly grumpy and rude. Asked the male on checkout how he was, he didn’t respond at all. There was a line of people as expected this time of year. 2 staff just standing around while one worker was actually serving. I’m sitting there way too long while no one has even started making my coffee or put my sausage roll on. I ask for sauce, apparently it’s “out of stock” meanwhile this other male is in the side area sticking his head out and clearly see people are waiting, still doesn’t do anything. I’ve never encountered these staff at this location before which is one of my locals from living down the road. It’s really irritated me, I get people are tired and it’s a busy time of year but it’s not hard to be kind to customers that have good manners and are respectful to them I worked for OTR when I was 16/17 and would have gotten in serious trouble had I been like that with customers. There are a few wonderful staff there but has otherwise declined rapidly. And no matter how much i’ve complained about the car wash not drying or cleaning the car well and nothing changes. OTR brings in more than millions of $$ yet can’t provide quality service. The 3 staff today need serious review of training and good customer service. They had time to chat amongst themselves (2 males) but not your customers.

Developer Response ,

Hello, We appreciate your detailed feedback about your recent experience at Evanston Gardens. It’s disheartening to hear about the lack of responsiveness and service you encountered. Your insights are important, and we’ll ensure they are addressed for future improvements. Thank you for sharing your experience with us. Please feel free to contact us at customerservice@otr.com.au if you would like to discuss further. The OTR Team.

Love this app, convenient, fast, literally on the run

I love my coffee while I’m driving (long distances and often) I’m grateful for the free fifth coffee after four purchases, petrol discounts and other freebies this app offers. It helps with cost of living pressures and just generally makes my driving and fast paced life easier and more pleasurable. The app is simple to navigate. The only beef I have is orders aren’t necessarily tied to stock numbers in store so if you order a ham and cheese toastie and that particular store has none left and there is no suitable replacement, the store won’t refund cash and you are left chasing a measly $7.95 refund for the principle of it for weeks through the app. This could be easily be improved by either a change in policy to a cash refund or not advertising a product that is not available once you are ordering from a particular store (if it doesn’t have the stock).

Developer Response ,

Hi Davi. Thank you for the stellar 5-star review. We are glad that you are enjoying the app experience. We have taken note of your feedback. Watch the app space for exciting updates from us in the future. The OTR App Team.