Pret A Manger: Coffee & Food 4+

I am usually on the metro in dc trying to order and the app cannot even geo-locate the store that I usually use even if I type in the actual address. This needs fixing and if there is the ability to favorite this location instead of having to search for it all the time and hope that you find it, would be a nice enhancement for self service and usability

The app itself is solid enough, albeit with a few area for improvement - being able to favorite a store instead of having to manually locate it on the map every time, for one - and as long as you’re ordering drinks, there’s nothing to really complain about. When it comes to food, however, they still have a few kinks to iron out in the process. About 50% of the time, when I order food, I will be given the wrong item, or an item will be missing from a larger order, or I won’t be given the order at all. I know the order goes through because my drinks are always there, with the receipt, which shows that I did in fact order food, but the food itself is not in evidence. Staff are always very apologetic and fix it right away, but that presupposes that I open the bag in the store to check that everything’s right, or that there isn’t a massive line that they need to get to first.

I’m a heavy coffee drinker and I love the Pret subscription. However, the app experience is so inconsistent and malfunctions all the time. There are many nice-to-have functions that I wish the app had but I understand they take time to develop. I’ll just focus on all the errors I have encountered so far.

1. Options not showing up in customization page. This happens very often. Once you choose your drink to customize, all the milk, flavor, add-on options won’t show. Instead, you can only see the circles next to those options.
2. Not available error. This happens either when you are selecting a location or an item. The app will process your selection for a bit then errors out.
3. Store not receiving order and multiple confirmation emails. This started happening more recently, specifically at the Broad Street location. When you place an order and then go to the store, they will not have your order. And instead, you’ll have to show the confirmation page on the app and verbally tell them what you ordered so that they can make it for you. And I noticed that when this happens, I would get a confirmation email from that particular order every 10 minutes for an hour or two.
4. The online ordering has been down all day today 10/3. The app shows “Pret Pick Up is Closed”.