The Ivy 4+

All The Ivy restaurants are wonderful! Lovely welcoming and well-dressed staff, fabulous cocktails, superb food and great decor.
The only downside is the music is always too loud for an enjoyable conversation across the table; having to speak loudly is not fair on your customers. No music, or light and not too loud music would be much better. Other than the music issue, everything about The Ivy is really fabulous!

We’ve been Ivy regulars for years and were pleasantly surprised when the loyalty app was launched. But our experience of using it leaves much to be desired. First we’ve offered the app to waiting staff upon payment and more often than not there is an issue with entering our membership number into the Ivy system - I’ve no idea why a barcode can’t be generated by the app and simply read at the till. So we often find ourselves waiting for days after our meal to see if points have been added. Generally they are not so we embark on the painful process of using the app to contact someone which NEVER works. So we contact an email address on the Ivy website and wait……….eventually the response is slow, curt and inefficient with demands for receipts from days or weeks before then zero action. Today we are still waiting for a reply after three previous emails requesting missing points (only 70 points by the way, worth just £3.50). Frankly I wouldn’t recommend anyone using this app as the rewards are meagre and the process appallingly slow and clunky. Nice restaurants though.

This is not about the restaurant which is fabulous but the App needs some work! Obviously designed by a computer specialist and really needs to be used by real customers to get an idea of how it should work, ease of use and customer experience.
Fields need to change the keyboard default to suit the field, eg if it’s a number required in the field default the keyboard to the numeric settings. Automatically move to the next field when one has been completed, etc.
These are tweaks that make the whole customer experience better and shows a level of professionalism.