R&R BBQ 4+

Yum!

We order every week. The food is 5 star. Maybe 6. The phone system is a solid 1. Don’t call in you order. Even when calling the store it reroutes you. Calling NSL location my orders have gone to Slc and pleasant grove. It’s such a pain to try and sort out and has caused so much running around. When you want to have a hot dinner and think it’s close you can end up running around. NOT your best feature R&R!

Food is great. App is problematic

I love R&R, and my rating should not be construed to reflect on the company as a whole. The food is delicious, curbside ordering is wonderful (especially for healthcare workers in a pandemic when the customers inside these days are always so... pushy and rude), and the staff is always incredibly pleasant and helpful.

This app is really disappointing, though. It’s nice to receive “rewards”, but it’s frustrating that there’s no way to redeem them when placing an order in the app. R&R’s customer service is quite responsive, but their answer is that I need to order in person (not a thing during a pandemic when curbside is the whole reason for having the app) or call the order in. I’ve tried calling my orders in several times, and it becomes an exercise in frustration for both me and the wonderful R&R employees. Thus far, none of them have had any idea how to redeem a reward over the phone. A few times, they’ve managed to figure it out after almost ten minutes of asking colleagues and playing around with their system, but most of the time, I’ve just apologized and decided to get food elsewhere. It’s a pity, and I hope this shortcoming can be fixed!

Great Food! Practically unusable App

I downloaded the app to redeem a referral reward someone sent me. I have many complaints. This app needs a lot of work to become more user friendly and intuitive. Note: I used to be a software tester for an app and this app really makes me sad lol.

I couldn’t apply the reward to my order within the app. How does this work? Is it just impossible and I have to send my order on the app and then show a person my reward when I get there? That would mean I have to wait even longer when I arrive for pickup for them to make the reward wings.

The online ordering process through the app takes you to an online browser which can cause zoom in/out issues that others have complained about. Once I completed my order a dialogue pop-up appeared at the bottom saying something like, “check out!” Then it quickly disappears and doesn’t tell you how/wear to check out. I could not easily figure out where to check out at all.

There’s too many links and it feels like clutter once you do start to order and it navigates you to the online browser section. Why have an app and then only use it to navigate to a browser set up? It makes things confusing for the user and causes some of the bugs people described. I think it’d be difficult to make this work well.

I eventually gave up and ordered on the phone. An app should be easy and intuitive for people. Looks like they could use a team of testers to help work out these issues.

Developer Response ,

Thanks for providing this feedback, and we apologize for any difficulties you may have experienced with the app. When you get a chance, would you mind reaching out to us at https://randrbbq.com/contact-rr-bbq/ so we can address this issue with you directly? Thanks again, and we look forward to hearing from you!