A mobile ordering system being used at this weekend’s Bite of Seattle food festival is getting critical reviews from attendees who posted online about their experience with the CHEQ app.
CHEQ, a Seattle tech startup that took ownership of Bite of Seattle and is producing this year’s event, required vendors to use its platform for food order transactions. Customers make purchases through the app and tap a NFC payment card to transfer funds to a vendor.
There were several complaints in posts on Reddit, Twitter, Yelp, Google, and Instagram related to app glitches, double charges, wait times, and more.
“The app was not user friendly and extended wait times by double,” wrote Instagram user aliciaazurin. “It also alienated tons of people who may not be able to get the app or use apps … This was a very disappointing way to bring The Bite back.”
CHEQ touted the app as a way to improve efficiency and facilitate shorter lines. But some vendors didn’t start making meals until a customer checked in, according to posts online.
“Your order on your phone, then you need to get scanned by the vendor for them to even know you ordered, and then they prepare food,” wrote Reddit user Ithomiid. “So there is no time improvement.”
Some people said they liked the app — “easy to use and just one line,” wrote Reddit user 32nick32.
Another Reddit user, Draelmar, said: “I like ordering on my phone then just wait in the general vicinity, out of the way. But the way they present themselves is not great, I can see why there are many negative reactions.”
Cash or credit card is still allowed for purchases, but attendees need to obtain vouchers at a customer service booth.
“I don’t want to be staring at my phone all day trying to order food,” wrote Facebook user Dan Dykes.
In response to a GeekWire inquiry about the complaints, CHEQ CEO Thomas Lapham shared this statement:
“CHEQ and Bite of Seattle welcome input from all members of the community in the spirit of continual improvement and of lifting up local businesses through technology and community empowerment. Bite of Seattle welcomed more than 75,000 attendees on day one of the festival – its biggest opening day to date, and attendees and vendors alike overwhelmingly shared positive experiences with the CHEQ app and the event as a whole.
We are expecting day two to bring thousands more, and have four CHEQ Customer Service booths located throughout the Seattle Center to assist with any potential issues that may arise, whether related to the ordering experience or otherwise. Bite of Seattle also has volunteers placed throughout the event to help triage any technical issues. Additionally, festival-goers can utilize our Customer Service stations to pay with cash should they prefer. “
— CHEQ CEO Thomas Lapham
Bite of Seattle made a comeback this year after a three-year hiatus. CHEQ paid $90,000 to Elliott Bay Asset Solutions to acquire intellectual property and location contracts with the city from Bite of Seattle after it went into receivership. The company is now the owner and operator of the festival.
CHEQ saw an opportunity to boost the event with its technology to improve efficiency and facilitate shorter lines, Lapham told GeekWire earlier this week.
“We’ve developed a platform that’s really good at processing lots of people at scale,” Lapham said.
This year’s Bite of Seattle features more than 100 participating food vendors and over 50 musical performances, including Seattle icon Sir Mix-a-Lot and a bevy of other local bands. Around 500,000 people are expected to attend across three days.
Update, Aug. 24: CHEQ posted a statement to its Instagram account Sunday afternoon.
GeekWire Managing Editor Taylor Soper contributed to this story.
