sweetgreen — Restaurant in Jersey City

Re-ordered a previous order that I had ordered many times. It was saved by the website and had ALWAYS been a delivery order every previous time i used the 'reorder' function. Completed the order and did not notice the site decided this would now be a pickup order. The confirmation page looks identical to delivery and even has a little map.

Called and texted their support team once I realized this and was basically told that they couldn't do anything and they used excuses that were more about their process than they were about my experience. Such as:

"unfortunately, because orders are immediately sent to the store once they’re submitted, we’re not able to modify or cancel them."

...Sorry you are not connected to your stores... Not sure why that is...

When I asked for a refund so I could reorder it (I was not going to pay $60 for 2 salads) I was told:

we’re not able to offer credit for orders once they’ve been fulfilled. since your pickup time has passed, we didn’t get a chance to stop the team from making your order and it will end up in the compost bin if not picked up. we really appreciate your understanding as we work to prioritize sustainability and reduce food waste!

...I thought you couldn't cancel orders... but now you can in a situation where it allows you to deny me a refund? Interesting...

I then complained that it was their site design that caused the issue (I know I had some responsibility but they didn't want to take any responsibility for bad site design) and said they might lose a customer.

And lo and behold, was given a full refund right then... guess they can offer credit if they want to.

I really hate situations like this where I have to be the nagging customer. Obviously just going up the script ladder these poor customer service people likely have to read off, until I get to the level that actually helps me. They could have contacted their store and changed it to delivery, but that wasn't an option for some reason.

Sweet green, please update your site to better differentiate between...

UPDATE: I complained to corporate because I was really sad this location was having these issues. They reached out to me to apologize and investigate. They also gave me a credit due to my previous salad being practically inedible. I got another salad recently. There is still room for improvement but it's getting better. I'm pretty sure they put the wrong dressing on my salad this time as my mouth was on fire and I didn't order anything spicy. I really hope they work these issues out. It will be sad to see one of the only healthy options here turn unsuccessful.

I have been a patron of Sweetgreen for many years going all the way back to my years living in Arlington Virginia as I used to live on top of a Sweetgreen. I love their salads and I was so excited to hear that Sweetgreen was coming to Jersey City. With that said, I am sad to report the quality has been sub par coming from this location.

Yesterday I got a salad that was not only very small in portions, but the bread was stale and it felt like a gallon of dressing was dumped on it. Attached is a picture of my unappetizing salad for reference.

I know this is a new location and I will chalk these issues up to a new team needing training, however, it's creating a negative impression on the community and several people in the area are talking about it already. I hope these issues will be addressed as I have always loved their salads and look forward to enjoying many more in the future from the Jersey...

I thought it was only me! Went to the JC location for the first time a few days ago as Im on a strict vegan diet. I didn’t see where to order so panned over the menu until I found what I wanted the. Stood at the register (there was no line). 7 people behind the counter and after a few minutes standing there, I’m ready to order. The said you start over here. (A simple greeting upon entry or even signage of where to start would’ve helped) the girl up next to dash my salad into the bowl… the portion was so small I said, can I have more lettuce please? She clearly seemed annoyed. I didn’t care, I was paying for it. Salad was great! (Made to order my way)

Second order, online via their website. Terrible! 45 minutes before close and the confirmation gave me a pickup time of next day at 10:30AM. 13 hour lead time to make a salad?! And Umm if I wanted Salad for breakfast, I would’ve ordered it in the morning. The online chat bot is clueless. Continued to cycle to wait 24 hours for a response. No live person via phone, email or text until Monday afternoon to rectify and give me a refund.

Definitely some huge issues internally.

Moral of the story, if you care to, order in store only and ask for more lettuce...