54th Street 4+

I downloaded the app and placed a curb side order for the first time today. I found it difficult how to change from the default option of ASAP to choosing a specific p/u time. I finally figured out after needing to back out of the order and re-starting multiple times - All the while, menu items we stacking up in my basket. When I finally got the p/u time set and what I thought were the three items I wanted on the order, we actually were handed two of the same item and a third item (not getting one of the items I wanted). In all fairness, I should have closely looked over the receipt that was emailed to me or checked the items when we picked up. I understand that the company that owns 54th more than likely didn’t build the app, but more user-friendly would be nice.

We ordered just ordered off the app, got home and we ordered the Cajun philly which was all gristle & the devils den burger. Which I don’t know what burger they gave me but it’s definitely NOT the devils den burger. It has no Buffalo sauce and it’s full of bleu cheese crumbles which I do not care for bleu cheese at all!
We called the store to let them know how horrible the food was & the to go girl just said oh ok let me get the manager. No I’m sorry that that happened or any form of apology. The manager gets in the phone & my husband proceeds to tell him very nicely what kind of food we received & the manager just kinda laughed & said “I hate when that happens” no apology at all and said I’ll make you a new one if you drive all the way back up here! No thanks, sir! Seriously? Obviously we don’t want another one when the meat is pure fat. Not a word about the giving us the wrong burger either. So disappointed. 54th used to be so good. Obviously that ship has sailed! Customer service & food wise. I would not recommend this particular 54th to anyone.

I placed an order today and it wasn’t until I pulled up to the restaurant that it dawned on me that I didn’t get the sides I normally get when I dine-in. Come to find out it’s because the app doesn’t allow substitutions for sides. This is a poor choice that not only leads to unnecessary food waste but also dissatisfaction as I’m not seeing the value in what I “purchased” when I’m only eating the entree and trashing the rest. Furthermore you’re missing out on an easy up-sell opportunity. It’s tough to see good restaurants making bad decisions but the beauty of feedback is that it can highlight some areas of opportunity and give you a chance to salvage a poor experience if necessary changes are made.