GBK 17+

So I ordered from the app which is pretty straightforward and clear. Sadly when I went to check out there was an additional 10% service charge option which wasn’t optional as I wasn’t able to remove it. So I’m feeling generous with my 3 stars because of the ease of the app otherwise it’s a one star

I work in mobile design and UX and I’m appalled by the poor quality of your apps. Please replace the agency that developed them. 4 or 5 years ago you had a brilliant app, pale pink background, very simple and very slick and clear on the menu and the rewards tracking (which is a perk I loved about your brand). Then you changed your brand visual identity, and the new app was absolute garbage. Impossible to process an order 50% of the time, tracking the rewards incorrectly, poor UX and unintuitive way to fill your basket and navigate etc. Now instead of updating the app you launch this new one and ask people to reset their passwords to transfer their accounts over... feels like a very backward way and I’ve actually lost track of all my orders and the reward section has disappeared! Only reward now is 5 stamps for a free classic burger... I’ve passed my first order on that new app and already had a processing issue, although it went through the second time for some reason, but no reward tracking and very poor summary of your order. No order number, no indication of where to pick it up, there is a time window on an empty screen but no indication of what it means (I’m left to assume it’s the pick up time window), no option to cancel or change your order... Why make it so difficult? Do you even test your apps? I love your burgers, but hate your apps.

Amazing burgers. The App is unreliable. Sometimes it works and sometimes not. To claim student discount the restaurants insist on the app. Also rewards only work through the app. Some restaurants are better than others. West Hampstead worked last few times. Blue Water worked too. I visited Waterloo recently and wanted to claim my free burger ( I have 2 free burger vouchers on the app). The restaurant had an app poster in the entrance promoting it. The app took the order but then error ‘ could not connect to till’ ‘. Tried again, it took the order - The money came out of my account but then was returned and error ‘could not connect to till’ again. The waitress manually took my order and said she would sort it out. Later she returned to say she couldn’t accept my free burger, but gave me a free burger voucher for next time (if I spent £50 within 1 month!). Now I have 3 free burgers. But will the app work next time?

Please get a new app developer. Shocking user experience for such a decent restaurant.