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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.

I have been using this app for a couple of weeks for occasional lunch orders. Conclusion: the pick up experience is a deal breaker. Both their Bryant Park and Grand Central locations are the victims of their own success. It starts with online orders. Every day the app says one or more ingredients of the bowls I want to order are missing. Pickup windows are only available every 15 mins. If you pick 12:30, for example, you will find yourself at 12:30 in the shop with another 50 12:30 customers plus all the 12:15 customers who whose orders they botched. It’s so full that you can’t even reach the pick up shelf. Everyone touches every bowl they can get their hand on to check if their name is on it. Completely overwhelmed staff have no clue how to handle the situation. Dozens of customers want to talk to 2 staff about the whereabouts of their orders. Meanwhile dozens of orders pile up on the counter because there is no way to put them on the pick up shelf. Angry delivery drivers shout at staff because they can’t find the orders they were supposed to deliver half an hour ago. It’s a mystery to me why sweetgreen is so popular when the execution is so ridiculously poor.

I was trying to order on the browser when I realized it would be easier to download the app. I will say, positively the app is very simplistic and is easy to maneuver around however the editing your initial order is extremely frustrating! Specifically the “maximum modification” pop up which ultimately forces you to go back and re-enter your modifications to the order you want, even if you were to touch the option just to see for a price. This feature is so terrible and a clear gimmick to make you pay extra to build a bowl without being shut down! I understand the incentive of not switching up the bowl completely but then just don’t add the modifications and more salads options. I don’t want almonds and kale, I WANT TO SUBSTITUTE and I WOULD like to add lemon but can’t even pick a darn 2nd dressing options without the app cutting me off.. Don’t want to stop supporting because love the salads but will not support electronically.