sweetgreen 4+

Great app—unless they run out of ingredients

I appreciate the convenience of being able to custom order online and avoid the line to pick up my order. The one drawback is that one evening the store I order from ran out of kale so they just didn’t make my order or even let me know that it was a problem for them until I walked in and couldn’t find my bowls on the pick-up shelf.

There was a great deal of confusion about getting a credit issued and a new order placed, though those two things eventually happened. Unfortunately, my husband who expects the trains to always run on time was starving by then and wanted nothing to do with Sweet Green again. I also noticed that there were two big bunches of kale ready to be cut up so it seemed like the manager hadn’t allocated staff properly to keep food prep running smoothly. Another woman in line to make a new order had the same problem so anyone who wanted kale that evening was out of luck.

This happened only once during the dinner hour. I order dinner online maybe twice a month and lunch about four times a month.

Not Impressed with Latest Update

Until this update, sg was one of my fave apps for ordering food: I love the many, many options for order customization, the detailed item descriptions and topping images, and as a vegetarian, the ability to apply personal dietary restrictions as profile rules sets the bar for other meal order apps. On my first try, this latest version was a fail for me, though ... there is now no customer control over when to use rewards credit (and one has to use the app to order to get credit in the first place, which I have grumpily accepted). In my case, I have rewards dollars that don’t expire for three months, but they are automatically added in the app to my order with no option to ‘save for later’. Also, there is no notification that a store is closing soon - the app just kicks orders to the next day with no explanation if an order is made in the app within 30 minutes of a store’s closing. I understand that sg employees might want a half-hour buffer for app orders before a store’s closing - the app for a certain ubiquitous coffee shop does the same thing. But unlike said coffee shop app, there is no explanation that a store is closing soon and sg operation hours aren’t provided on the ordering page, so it’s easy to miss and really frustrating to go through the motions of making an sg order only to get to the order pick-up page and have ‘tomorrow’ as a customer’s first available option. How about a ‘closing soon’, sg?

Ответ разработчика ,

Thanks so much for sharing your feedback - we'd love to help! Please reach out to hello@sweetgreen.com so we can help clear this up!

DO NOT USE THIS APP…

if there is any chance that they may be out of a key ingredient of your order. They could not make my salad and told me to use the app again to get my refund. The person behind the counter was not very helpful, just directing me to the app. I asked for a receipt to prove that I did not receive my order. He just told me to use the app. This leads me to three major questions. 1. How can I be charged for something that I don’t get? 2. Why isn’t my card immediately credited when I don’t get it? And 3. Why do I have to spend my time begging for a refund on the app, with no real evidence that I didn’t get my order. This is a joke. And probably should be illegal under consumer protection laws. I am now waiting to hear back from the app. Fingers crossed, that I get my money back which should never have been taken from me in the first place. Let’s not even mention the fact that I wasted my time going to the store in the pouring rain to pick up something that wasn’t there. If the app is so good at taking my money, why can’t the person behind the counter hit a button saying the my order could not be filled and offer me another option for my order or an instant refund before I even get to the store. That’s what a professional app for a properly run business would do.

Ответ разработчика ,

I'm so sorry for this delayed response and for your unpleasant experience. Please reach out to hello@sweetgreen.com so we can get this sorted out.