Contact Scooter s Coffee Support

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.

Rewards was toggled to “on” for the “free” small coffee on National Coffee Day. I got charged for it anyway. This isn’t the first time I’ve had issues with their app, either. As for the loyalty, they take “smiles” away, and way too quickly at that. So much for loyalty. Oh, and who sets up an app that uses a switch with gray and red? Depending on how you look at it, either gray or red could be on or off. If you’re going to use red, then pair it with green, not gray. Or better yet, maybe add text that says which one is on and which is off, right at the location of the slider so people will see it. This must have happened many times with this Scooters app, with many different users. Really bad design.

I hate that I’m not able to give a custom tip when I order ahead of time on the app. and that it only allows up to a 20% tip. I mostly pay tips of anywhere between 50-75% because I appreciate the service I get. I don’t carry cash so my tips are always paid for on the app when I pay at the window. Whenever I preorder it only allows up to a 20% tip which only adds up to $2.73 on my order which I consider to be a slap in the face to the people who make my order. This needs to be fixed so we are able to make custom tips when ordering ahead of time!