Disappointing
I’m quite fond of Zupas food but my last 3-4 experiences have been no good. I loved getting the Strawberry Harvest salad and subbing out the chicken for quinoa but that’s no longer an option as they seem to have replaced it with a wild rice blend in their bowls (not necessarily bad a bad ingredient but it’s no protein substitute).
I’ve also received multiple emails stating that there’s a promotion and/or a reward has been given to all app users (e.g. free birthday dessert and most recently a free Try-2). I tap the link in the email to claim it, it opens the app, but there’s no reward or offer available. At best that’s confusing, at worst it’s a disappointment.
I’m also frustrated that you get charged on the app for ingredient substitutions. I totally understand paying extra for additional product but why should we have to pay to sub one cheese for another?
Like so many things these days, it seems that we’re paying more and getting less. That along with the unfulfilled promises of the marketing emails just makes me want to steer clear of Zupas all together and visit an alternative that offers a better customer experience.
I’ve also received multiple emails stating that there’s a promotion and/or a reward has been given to all app users (e.g. free birthday dessert and most recently a free Try-2). I tap the link in the email to claim it, it opens the app, but there’s no reward or offer available. At best that’s confusing, at worst it’s a disappointment.
I’m also frustrated that you get charged on the app for ingredient substitutions. I totally understand paying extra for additional product but why should we have to pay to sub one cheese for another?
Like so many things these days, it seems that we’re paying more and getting less. That along with the unfulfilled promises of the marketing emails just makes me want to steer clear of Zupas all together and visit an alternative that offers a better customer experience.
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The app switches stores
I ordered for a store close to me and the app changed it to a store more than 10 miles away. To add to that, THERE IS NO WAY TO CONTACT HELP THROUGH THE APP. Terrible app experience. I mean I have no way to get this fixed or refunded. What kind of customer service is this?
Edit: I did see the return message from the developer, but I stand by my review (maybe in part because of the time it took for a response, which I feel is at least a little illustrative of the original point?). The contact section is much more akin to a ‘comment card’ or ‘compliment our team’ section. There is no actual support section to get help in the those situations like the one described in the original review. In the end I’m still out what I paid for a meal that I never actually got (because why am I driving 10 miles out of my way?). I’m not trying to get the money back or anything at this point. Has it made me order less from the app than I otherwise would have? Yes, I use it way less frequently. But do I still use it sometimes? Also yes, just with a really hefty dose of paranoia that I could do without.
Edit: I did see the return message from the developer, but I stand by my review (maybe in part because of the time it took for a response, which I feel is at least a little illustrative of the original point?). The contact section is much more akin to a ‘comment card’ or ‘compliment our team’ section. There is no actual support section to get help in the those situations like the one described in the original review. In the end I’m still out what I paid for a meal that I never actually got (because why am I driving 10 miles out of my way?). I’m not trying to get the money back or anything at this point. Has it made me order less from the app than I otherwise would have? Yes, I use it way less frequently. But do I still use it sometimes? Also yes, just with a really hefty dose of paranoia that I could do without.
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Response from developer
I am so sorry you are having issues with our app. We do have a Contact Us section if you click on the profile icon on the top left of the screen. I want to ensure you we are here to help. Please reach out to our team directly at appreviews@zupas.com with your information and we will promptly get you the help you need and make sure you get any points you missed out on!
Easy to use
Great app! Easy to use for tracking reward points, ordering food, and reviewing the menu.