App Profile: Snap Kitchen: Meal Delivery

Young Dielon

Rating: 5/5

This is the app I use as a benchmark for all other apps. I work as Product Manager and you can just tell they've done, and continue to do, everything right when it comes to building a mobile app. I know for a fact that they did extensive research to understand what their customers needs and wants were when building this app - I've been a long-time customer of their retail stores in Austin and participated in a focus group when they were in the research/build phase. There were probably 5 or more Snap employees that took the time to spend an hour talking just with me. The importance they placed/place on understanding their customers and using that knowledge to build their products around that is as good as I've seen, and it really shows in this amazing app. Any feature you could possibly want is in it and it's designed so we'll it's still simple to use. The meal plan section is phenomenal. I doubt there is any meal subscription app out there that even comes close to this one. When I'm in job interviews and get the "tell me about a product you love and why" question this app is my go to. P.S. Their food rules.

CuppycakeT83

Rating: 1/5

The app itself is easy enough to navigate, but could use tweaking - I wasn’t able to track my shipping through the app or even copy the tracking number to pop it into the web browser on my phone. It’s a small annoyance I’d normally ignore but once my order arrived it was so subpar and just an awful experience. It also would not save my apartment number - thankfully our packages go to a mailroom and you get your own, so I was able to get it. Of 12 meals, 7 arrived with busted containers, snapped lids, plastic in the food. I was refunded for them, but immediately cancelled my subscription - such a hassle to wait for food and think you’ve made life easier, and it isn’t. I wish I’d asked for a full refund for the trouble but I didn’t. They apologized and my agent was very friendly and helpful, but there is no wonder why they didn’t arrive safely. The plastic tops are paper thin and they are stacked with heavy ice packs and need more substantial containers. The taste is meh at best of what we’ve been able to salvage. TLDR: if you like a Lean Cuisine but want half the flavor at three times the price, with better macros but higher calories, and a headache when it arrives, this might just be the food service plan for you. I was frankly shocked to log in and find such high reviews.

Orion_0089

Rating: 1/5

Have used snap kitchen in the past and was always happy. Meal were delicious, nutritious, arrived cold if not frozen, with enough cold packs that it could sit for 24 hours or more and still be 100% safe. (Occasionally one or two would be broken from transport) Now I’ve moved and wanted to try them again. Day of delivery I checked multiple times to see if delivered. Finally at 7pm I figured it wasn’t going to be so had to go get dinner somewhere else vs eat my snap meal. Package was delivered sometime after 7pm on day of delivery, by the next morning when I had time to go pick up my package the whole thing was at 75°. Contacted customer service and told them what happened and sent photos with the food thermometer reading, email notification of delivery from 12:02am the next day. They said it was delivered on day of delivery. Had to go around with customer service for a while and ask to cancel my next order and refund for current order. Would not cancel and refund the next weeks order even though it was a full week before delivery. They did refund the current delivery but only after multiple times showing photos that delivery was inedible from being hot, sending delivery email from 12:02am the next day, and pointing out that there should be enough cold packs to keep it cold through the night if it wasn’t going to be delivered until almost 8pm on day of delivery.