Mixt Rover

Great salads, terrible customer service.
As someone with dietary restrictions, I find the neighborhood surrounding my office fairly limited as far as lunch options go. So when I discovered that Mixt Greens had a rover that delivered custom salad to a spot about 5 minutes away from my work, I was thrilled. I’ve found myself ordering once or twice a week from them when I’m not traveling.
90% of the time they are fantastic. Fresh ingredients, good portion sizes, every salad includes a piece of bread which is perfect for sopping up one of the many delicious dressings they have, and you can order and pay for whatever you want with a handy online form. They deliver to a relatively convenient parking space, you walk up, give your name to the very friendly delivery fellow, and walk away with tasty salad.
Like I said, 90% of the time: fantastic. That is, until they screw up your order.
I ordered an admittedly complicated, custom salad this morning. Highly nutritious kale, quinoa, sweet potatoes, and tofu, with flavorful onions, sweet apples, crunchy walnuts, and the most important and filling ingredient: Avocado. I had splurged, getting extra ingredients because I was already hungry when I ordered at 10AM and I am very aware of what my body needs to feel satisfied between lunch and going home. The salad described above, it should be noted, is about $ 12… so, not cheap.
I walked over at 12:25, the designated drop time, and picked up my salad and walked back to work to eat at my desk, looking forward to a healthy, filling lunch. When I sat down, I noticed that the avocado on my receipt was highlighted. I thought that it was peculiar, so I double checked my salad.
No Avocado.
Alright, I thought, that sucks… now I have to email them for a refund.
Which is when the real problems started, in order to find the email to get in touch with anyone, you have to click this teeny tiny little link at the bottom of their order page that says «refund policy.» There is no policy there, but there is an email address.
So I emailed, explained the situation and asked for my money back. I expected a no-​questions-​asked refund as it was their mistake and I was thoroughly unsatisfied by my experience.
I got a response about 15 minutes later from a representative named Robyn, apologizing for the error and offering me $ 3 off… on my next order.
So, not only was I not offered a refund for their error –even a partial one– but the only way they offered me any compensation for this was for me to order again and spend at least another $ 6 on a salad (their least expensive salads are $ 9).
With my faith in the Mixt Greens brand waning, I sent them another email an hour or so later, stating that I understood that they may not be able to fully refund me, they should at least adjust my order from earlier.
At this point I’m annoyed that I even had to ask for this, as I was charged for something I didn’t receive. On top of that, it’s only been about an hour since I ate my salad and I’m already hungry again. Don’t doubt the power of avocado.
Around 3, a different representative named Jake emailed me and said that they had adjusted the cost of the salad to $ 10.95 to correct the error.
I had to send two emails and wait two and a half hours for them to do the BARE MINIMUM level of customer service. For a fairly expensive lunch place, I expected a lot more from their customer service team.
Bottom Line: Very good salad, I’ve been totally happy with them until today. But they don’t really care much about customer experience or correcting their mistakes.