Roots - Mobile Ordering

First of all, I *love* that roots delivers to my business! It’s the best salad bowl I’ve ever had and being able to easily get it for lunch like this is great. That being said, the app has a slew of UI issues that make it confusing. Affordances like the dots on the bottom of the screen make it seem like you should be able to swipe horizontally but you can’t. It’s hard to tell if you’ve actually clicked on a bowl and added it to your order: the only sign is a tiny orange one, and there’s no feedback otherwise. If you add an item twice, there’s no easy way to undo the second add. Some of the icons look like they’re clipped by their container. I’d love to see Apple Pay added in the future! Having this app is definitely better than the alternative, but some user-friendliness would be awesome too! App is 3/5 at best, but the service it provides is 5/5!

Food is outstanding and I love the ease of ordering and then picking up without even parking! But, online does not mention availability of an App, that is just word of mouth. Also, the app leaves a little left out - when going “back” it deletes anything previously entered. Also, at the end, you see a place for Name: and I assumed it was the title/category for my email/name, not an input box. Will keep using, but hope it will be improved.

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This was my first my experience ordering from this restaurant. I was extraordinarily frustrated I was forced to download an application instead of being able to talk to somebody on the phone to make my order. Really? You really can’t pick up the phone? You are too busy to answer a call from your customer? You do realize that the customer is what drives your business? You want to make it easy for your customer to order from you. More importantly, you want to make it easy for them to give you money. Since it’s my first time with your restaurant, I’m really hoping that your food is better than your online experience. You really should rethink your business model if you want to expand your business base. Just saying…

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The food here is wonderful. Unfortunately, the app is awful. In the rare occasion that the app recognizes the Roots location near me, and allows me to place an order, the process of picking it up is convoluted and downright frustrating. Each time I’ve managed to get an order placed, I find out that it is never ready on time. In fact, the last time I went there, I had to stand there for several minutes until an employee asked me what I ordered. Essentially, it was the equivalent of waiting in line. I would not recommend using the app until they make it more reliable and implement a system in the restaurant that ensures the order is prepared on time. At this point, you’re better off waiting in line.

Let me start by saying that you should get this app - it’s great to be able to breeze in and grab your food - so much better than waiting in line! Lots of UI problems here - no order history/reorder button; the app doesn’t remember your name so you have to reenter it every time, when there’s an error (pickup time slot filled) you have to manually click back to the beginning screen, then redo the order. These issues DO make me worry about credit card security, though - given the other issues, it’s hard to believe there’s nothing wrong there.