Original Tommy's

The food is phenomenal. 90% of my visits had great customer service: very welcoming. Ordering via the app: not so convenient. It is 2026 and Apple Pay is not available. This doesn’t make sense in this day and age given the security and convenience mobile payments provide. Now, I have to “set up” my order and read it out to the usually affable staff. Since it is made to order, the lack of Apple Pay means I have to wait for them to make the order and precludes my being able to enjoy my meal at the restaurant due to lunch time constraints. Come on, Tommy’s: enable Apple Pay so I can order via the app and enjoy my meal at the store!

I have diabetes and I need to be able to customize my food. My favorite item is the breakfast burrito, with no hash brown, an extra egg and extra chili. It fits my dietary needs and the protein compensates for the tortilla. The app doesn’t allow me to modify the burrito, so I can eat it. So I downloaded the app for no reason. I get that you probably don’t like the idea of people changing the recipe. Especially when they want to remove the hash brown. Believe me, I’m not happy with it either, but it’s better than no Tommy’s and just having Hormel chili alongside a homemade burrito. It’s just not the same. Please at least match the customization menu you have on uber eats. Because of my health condition, I am excluded from any convenience or discounts the app offers. I can’t even order my food first and walk to go it, unless I pay way extra on Uber Eats. I am not just some picky eater who wants something extra. I just want the convenience that people who don’t need to modify their food, enjoy. You’re leaving me completely out of this app ordering convenience. So I had to delete it.

I recently downloaded this app after seeing it promoted at the local Tommy’s near me. The first time I went to use it I was really surprised to see that the menu structure on the app does not match the menu at the restaurant. The menus at the restaurants focus on combinations one through four with a variety of à la carte items. However, there is no option on the app to order a combination - you have to order each item separately. For long time customers who are used to ordering combos by numbers it is really annoying. Also, although the app gave me an ETA for my order, I was not informed that the order was completed sooner than my ETA time. So when I went to pick up my order, it was already completed - my food getting cold and my fries getting soggy. It would be nice if there was some sort of text notification or other means of letting me know that the order was completed before the ETA time. Finally, with respect to the order number information this is also an area where improve improvement can be made. When you order in person at a Tommy’s, you are given a two digit order number that tells you where you are in the queue. The app does not give you an order number to reference. So when I went to pick up my order, the employee asked me “what’s your order number?” and I had no idea what it was. Otherwise, the app seemed to work fine. I did appreciate the ability to customize my items when ordering - and especially liked the option to have no ice in my drink! 👍🏻