Dear Sweetgreen Customer Service,
I am writing to share feedback about a recent experience at your location at 1023 3rd Street C in San Francisco.
On Saturday, July 18, I purchased a Summer Market Bowl. When placing my order, I overlooked that the bowl included roasted chicken. However, I had previously indicated in my preferences that I do not want chicken, fish, or any other meat in my meals.
Since I was taking the meal to eat elsewhere, I did not realize the issue until after I had left the store. At that point, I separated and removed the chicken pieces and was able to complete my meal.
I later returned to the store and spoke with the manager. I explained that because my dietary preferences were already recorded, I felt the ordering process should have alerted me that the item I selected conflicted with those preferences. The manager told me there was nothing she could do other than apologize for my experience.
I recognize that I also missed the chicken listed among the ingredients when placing the order. I am not seeking a refund or credit for my purchase. Rather, I wanted to share this experience because I believe it highlights an opportunity for Sweetgreen to improve its ordering workflow and make better use of the dietary preference information customers provide.
For example, if a customer has indicated that they are vegetarian or do not eat meat and then selects an item containing chicken, fish, or another meat, the system could display a simple confirmation such as:
“You have indicated that you are vegetarian, but your order includes chicken. Are you sure you want to proceed, or would you like to edit your order?”
This type of proactive alert could prevent accidental orders, reduce food waste, and provide a better experience for customers with dietary preferences or restrictions. The same concept could potentially be extended to other clearly identified dietary preferences and allergens.
I am particularly fond of Sweetgreen and actively look for your restaurants as a preferred choice when deciding where to eat. If anything, one of my disappointments is that the closest Sweetgreen location to my home is about 12 miles away - I would certainly welcome having one closer!
I hope you will consider incorporating such a safeguard into your ordering experience. I enjoy the quality, customization, and convenience that Sweetgreen offers, and I believe a feature like this would make the personalization provided by your platform even more valuable.
Thank you for considering my feedback. I hope you will share this suggestion with your product and digital experience teams for consideration in a future enhancement.
Best regards,
Prakash Narayan
