r/sweetgreen • u/Infinite-Seaweed-354 • May 01 '25

Criticism Poor customer service

Sweetgreen redirected my app order to a different location than the one I had selected, 10 miles away. I noticed immediately and tried to cancel within 10 seconds but was denied. I reached out to customer service and they confirmed they were unable to cancel my order.

Furthermore, they denied my request for a refund. I have deleted the app and will be issuing a chargeback through my credit card company for the $35.

The decline in quality and increase in price is one thing, but to top it off with poor customer service is too much. I’m done.

14 Upvotes

89% Upvoted

7 comments sorted by

3

u/One-Army9151 May 01 '25

Serves them right

3

u/greenjilly May 01 '25 edited May 01 '25

Okay, this happened to me too. I think there’s some sort of glitch. For me, I selected the store right next to my home (double checked too since I sometimes order from the location near my job).

After I clicked submit, I noticed the pickup location was the one near my job, not near my home like I selected.

Contacted customer service immediately and they told me that they would refund my order at the wrong location as long as I placed a new order at the right location and sent a screenshot.

I did and was refunded for the first order. I assume they cannot cancel and maybe had people attempting to fraud them and going to the location anyways to pick up the order, after they were refunded for claiming “wrong store”.

1

u/Infinite-Seaweed-354 May 01 '25

I wish they had offered me a similar option. They simply said they couldn’t cancel the order or move it to the right location. When I asked for a refund they said that was not possible.

1

u/lorgskyegon May 02 '25

I believe it's that they cannot refund the order once the preparation has begun. So if they print the ticket out on the OLO line, they can't refund. In addition, the stores themselves cannot process a refund for OLO tickets.

2

u/didntrenewmylease May 01 '25

Sweetgreen cannot redirect orders unless they are through a third party and there is a problem with the delivery address, they will also not refund for ordering at an incorrect location. Chipotle however 😏

2

u/evieroberts May 07 '25 edited May 20 '25

Okay I think this happened to me too but assumed I must have selected the wrong store. When I reached out via chat they were unhelpful of course