Shiyuan Z.
Google
I have ordered sweetgreen more than 30 times from New York to California. I was always a fan but now I change my mind due to the recent order on Oct 21 in Sunnyvale store.
I was intended to pick up my Miso Salmon bowl on 12:15pm, so I placed the order in advance, but my team at work suggested to have lunch together so I didn’t pick up my order on time. What I think at that time was picking up late should be fine, as food only goes cold or not fresh but will not disappear. Unfortunately, when I arrived at the store in Sunnyvale at 1:40pm, my meal was not on the rack.
I turned to the store assistant and asked about the issue. I showed her the order number and she responded in a it reluctant tone that “We can redo it for you but One Time Only”. She felt not sorry for my order being took by other people and sounds like i should feel bad, but Why? I don’t understand how sweetgreen trained the employees to handle this situation. As I said, if I picked up 1.5 hours late, the food goes cold, but should not disappear.
It’s okay if sweetgreen doesn’t have arranged anyone to supervise the pickup line. But this is based on sweetgreen’s trust in customer and should be responsible if any loss caused by this. I have ordered from sweetgreen since 2023 and most of them are delivery or pick up orders. This is the first time I realized how bad their in-store service is. Even a small unexpected situation can turn into a worse experience.