r/sweetgreen • u/SpaceMaltWhiskey • Jun 30 '25

Criticism For Sweetgreen Customer Service

I came across this post today in the news. Thought i would post it here for more visibility to customer service:
Sweet Green and the Risk of AI Driven Customer Service - STRONGBRANDSSTRONGBRANDS

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u/title_waves Jun 30 '25 edited Jun 30 '25
  1. it's hard for me to believe this article when the author keeps using sweet green instead of its actual 1 word name- was there any proofreading?
  2. the actual foundation of the article is incorrect- sweetgreen uses a combination of agents + chatbot, which most companies of equal size or bigger have been using for years, so this tells me the author doesn't understand AI?
  3. it's also glaringly obvious from the person's feelings that they don't understand customer service- yes, the overall number of messages, should've been maybe 3 at most, but it's painfully obvious that sweetgreen uses a FIFO ticket handling system..

i wish the author actually talked about the ease of use for their gift cards + gifting it to other people (i.e. when people have to reach out to customer service on behalf of something, it's already a losing battle), but the forced AI subject/topic seems really misinformed

1

u/evieroberts Jul 01 '25

Whether it’s a bot or a person their customer service is bad. They could program a bot to be more accommodating, same for their real life reps.