Review Insights · App Store
Hawaiian Bros
Hawaiian Bros · 3,473 ratings · ★ 4.8
4.8
★★★★★
3,473 ratings
🎯 Build a better version
Top complaints - extracted from 41 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"order"
18 negative reviews mention this · 44% of all complaints
★★★★★ "Why remove customization. I never want the mac salad. why has the option to sub it for extra rice or pineapple been removed?? Also, doordash is up charging on a classic plate by $3+ and on extra protein by $1. I’m not ordering from here again until the customizatio…" - charlie kallemeier
2
"food"
14 negative reviews mention this · 34% of all complaints
★★★★★ "FOOD’S GREAT, APP SUCKS!. Idk if the app is a scam or something or what but the fact that i’ve NEVER ONCE been able to use any of the regards they give me is utterly diabolical! And it’s a such because the food is so good and seems to always be freshly made with no …" - Instagram: @RealBenW
3
"rewards"
11 negative reviews mention this · 27% of all complaints
★★★★★ "App has been downgraded. No longer has the option to replace Mac salad with extra rice. Also can no longer view rewards until you get to checkout." - NanaseYuzuki
4
"work"
8 negative reviews mention this · 20% of all complaints
★★★★★ "Clunky. Trash interface and is clunky and the account feature don’t work. Needs Improvement" - Rob reviewsss
5
"been"
8 negative reviews mention this · 20% of all complaints
★★★★★ "App has been downgraded. No longer has the option to replace Mac salad with extra rice. Also can no longer view rewards until you get to checkout." - NanaseYuzuki
6
"online"
7 negative reviews mention this · 17% of all complaints
★★★★★ "Login problem. I have been trying to use the app for online order, and when I went to long in to check out, it would not let me sign in. So naturally I reset my password, and then app still said my password was incorrect. I did this twice before just givi…" - Itsjustinramon
7
"ordered"
7 negative reviews mention this · 17% of all complaints
★★★★★ "Hawaiian Bros Experience. I ordered online and the app had said my order was complete. I came the restaurant and had to wait over 30 minutes past when it was already “completed” before getting the food. The food was really good which is why it was disappointing to h…" - JR.CE
8
"salad"
5 negative reviews mention this · 12% of all complaints
★★★★★ "App has been downgraded. No longer has the option to replace Mac salad with extra rice. Also can no longer view rewards until you get to checkout." - NanaseYuzuki
9
"rice"
5 negative reviews mention this · 12% of all complaints
★★★★★ "App has been downgraded. No longer has the option to replace Mac salad with extra rice. Also can no longer view rewards until you get to checkout." - NanaseYuzuki
10
"give"
5 negative reviews mention this · 12% of all complaints
★★★★★ "FOOD’S GREAT, APP SUCKS!. Idk if the app is a scam or something or what but the fact that i’ve NEVER ONCE been able to use any of the regards they give me is utterly diabolical! And it’s a such because the food is so good and seems to always be freshly made with no …" - Instagram: @RealBenW
11
"doesn"
5 negative reviews mention this · 12% of all complaints
★★★★★ "FOOD’S GREAT, APP SUCKS!. Idk if the app is a scam or something or what but the fact that i’ve NEVER ONCE been able to use any of the regards they give me is utterly diabolical! And it’s a such because the food is so good and seems to always be freshly made with no …" - Instagram: @RealBenW
12
"terrible"
5 negative reviews mention this · 12% of all complaints
★★★★★ "Terrible. Hard to believe, but their app is worse than their customer service." - cwc0004
📋 All 41 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
Clunky
Trash interface and is clunky and the account feature don’t work. Needs Improvement
App has been downgraded
No longer has the option to replace Mac salad with extra rice. Also can no longer view rewards until you get to checkout.
FOOD’S GREAT, APP SUCKS!
Idk if the app is a scam or something or what but the fact that i’ve NEVER ONCE been able to use any of the regards they give me is utterly diabolical! And it’s a such because the food is so good and seems to always be freshly made with no problems. The app however has been on my phone for months(mostly to see if they’ll ever fix the rewards bug) and I’ve missed the opportunity to use multiple rewards because adding them to your cart just simply doesn’t work. Please fix your app! It makes no sense that it doesn’t work
Why remove customization
I never want the mac salad. why has the option to sub it for extra rice or pineapple been removed?? Also, doordash is up charging on a classic plate by $3+ and on extra protein by $1. I’m not ordering from here again until the customization is back, and the prices really should be lowered as the rice is almost ALWAYS overcooked.
Can't log in or reset pw
Unable to log in or reset password -
so frustrating
so frustrating
App not working
It will only open to finding a location to place an order, the rest of the app is unavailable.
Login problem
I have been trying to use the app for online order, and when I went to long in to check out, it would not let me sign in. So naturally I reset my password, and then app still said my password was incorrect. I did this twice before just giving up.
Stuck in login loop
Must have reset my password four or five times, but always says either username or pass is incorrect. I can login through browser just fine, but the app keeps looping me though login and password reset. Tried deleting and redownloading- doesn’t work. All I want is access to my rewards, and I can’t do that. If this gets fixed, will change my rating.
Terrible
Hard to believe, but their app is worse than their customer service.
Kinda useless
Restaurant isnt bad its great atleast whenever ive gone just the app is useless unless your consistent the reward for signing up expires the day of no other rewards dont need a full app just to order online or be extra and pull it out to scan
New isn’t always better
The app worked just fine, went to make a guest order as I had for years and was forced to sign up for the rewards. Required to give Postal code, and select a favorite store, as well as attempted to get spammed with you guessed it more junk emails as well. Enough with it just let us order your food.
App is messed up
I don’t know what happened to this app, but it’s not acting like the app it used to be. I deleted it and re-downloaded it and it still is not right. It’s really irritating.
So hard to navigate
I spent forever trying to reset my password, and the way the app takes you to a website makes it impossible for your user name to auto populate. After like 6-7 minutes of finally getting my account recovered not only did it need an additional phone number verification, but when I tried to do a pickup order it didn’t have half of the locations in my area listed. I love the restaurant but this app is TERRIBLE and whoever designed it should be fired.
Hawaiian Bros Experience
I ordered online and the app had said my order was complete. I came the restaurant and had to wait over 30 minutes past when it was already “completed” before getting the food.
The food was really good which is why it was disappointing to have this experience with the service.
The food was really good which is why it was disappointing to have this experience with the service.
Atrocious customer service
The staff here has repeatedly shown that they do not care about customer service. Today I placed an order on the app and scheduled it for pick up at 6:45 PM. It is now 7:05 PM and I am still waiting for my order. I finally walked into the store only to be told oh sorry we’re busy however there had been at least 8 to 9 cars that went through the drive-through and got their food before I did. Save yourself the trouble and don’t bother eating here. Who knows what the staff does when people aren’t paying attention.
.
I placed an online order at 10:17 pm, I was told the food would be ready at 10:22, I show up at 10:30 to pick up my food. I tell them I have an online order and proceeded to give my name. They tell me they are still currently working on the order, to pull to the front and they’ll come find us when it’s done. My husband and I then sat and waited for 30 minutes, seeing 4 other customers get their food even though they arrived AFTER us. We thought there had to be a misunderstanding, my husband talks to the guy brining orders out and said our order had been sitting on the counter for 30 minutes. It had been ready when we got there, yet no one tried to give it to us. They tried to give us the old food but we wanted a refund instead. We received the refund but I am still very disappointed with the situation.
Poor Quality Food
Really disappointed in the quality of food. Tonight was awful and we’ve eaten here before when it was delicious! The musubi tasted like it’s been sitting in plastic warming for 8 hours. The chicken was clearly overcooked and tastes awful. The only place to write in is on the app here and they should have a way to contact the location about poor quality food!! I marked use rewards and then checked my rewards section which wasn’t used. Poorly executed app and restaurant food. Sad
Can’t use rewards
This app will not let you apply your rewards and there is no customer service to speak with.
Reward dollars
Have a balance of rewards dollars I’m trying to use before the expire but every time
I try to checking out it doesn’t apply the balance to the order
I try to checking out it doesn’t apply the balance to the order
App doesn’t work
App never lets me order online at my location
wow just wow
cancelled??? my order was cancelled??? wow waste of my money and no refund wth???
No way to check in?
There’s no way to check in or get a status of your curbside order. After waiting an hour, I’m ready to give up and get a refund and go somewhere else.
Forced marketing
App forces you to opt in for marketing emails. Shame on Hawaiian Bros - thus should always be an option to decline
Don’t order from Chicago with the App
I orders 2 meals and a kids meal. Upon arrival I found out because they were out of the dole whip kids dessert they canceled the entire order but on the app it could only show up as “completed”. Fix you app and don’t order from the Chicago locations, the workers there are idiots.
Coupon does not work
Downloaded the app and placed order but the coupon from the Valpak did not work….WHY??
Epic fail
I drive from the east side of Papillion to pick up this up in Gretna. Ordered the salad which I have had before and liked. Today my order was lacking the dressing and the crunchy noodles which I think makes the salad. Not happy!!!!!!!!!
Curbside pickup
Ordered at 1133am, showed up at 1138am like app told me to, and it’s now 1152 sitting outside with not one person acknowledging presence or bringing food as of now. I’ve also watched 5 cars go through drive through and get food and drink while I sit here in my truck. What’s the point of using an app to drive up for pickup if u can immediately get ur food through drive through without waiting for 20 mins? I am turning my truck off to go inside at this point.
Mixing food
Not sure if they were out of plates or what the issue was. The almost $10 small plate I thought I ordered came in a small bag rectangular to go box. The food was all mixed together. So if your a person that doesn’t like your food to touch this would not be for you. The macaroni was mixed with the rice and chicken all together. The picture it showed on the app of how it was supposed to look separated was not how it came at all. It is not work the $10 for the kids meal adult plate I received.
Disorganized
This review isn’t about the app but it directed me to leave my review here. Ordered on the app - got to the location, asked the drive thru if I could get a mobile order in the drive thru, she said sure, called my name back. Got to the first window asked for my name and and said okay next window. Get to the pickup window and she says “you are going to need to pull forward” nothing else. I said okay and proceed to wait 5+ mins basically clogging up their drive thru so I pull into a spot and go in. No one can find my order or record of my order - so I’d still be waiting if I hadn’t gone inside.
I show the manager my order and she just shrugs.
I show the manager my order and she just shrugs.
Rewards downgrade
Why did yall downgrade the rewards so much? Only $3.50 after receiving 70 points?? Have to spend $20 on your birthday to get $10 off??? Terrible. Definitely gone here less in the past year or so because of this
Bad Sign-In Setup
The sign in page for the app takes you to a browser. And if you used a Google account or Apple account to create your HawaiianBros account, it does not offer you an option to sign in using that information. I have no way of logging in.
Needs work
Love this place but this app is not user friendly. I try to add rewards but it never works. I tried to add a drink and that didn’t work. The organizing is just not there either. Needs major improvement.
Hair in rice
It was such a turnoff. I usually love the food but yeah that’s gross
Good but..
The dole whip I ordered was a twist and I just got pineapple.. whatever i like pineapple. then as it was melting and i was eating with a spoon still there was a piece of meat at the bottom i scooped up on accident.. yeah and i didn’t spill it in there promise 🥲🥲 very grossed out
Salad
The salad has much to be desired. I only had a couple of mandarin oranges in my salad, didn’t get the crunchy noodles or the salad dressing. Such a disappointment. The chicken was tough. Had been over cooked.
We were so hopeful the quality would stay in tact. Please ensure a quality product and service or you’re going to lose customers. I love your food but pay for quality of the food.
We were so hopeful the quality would stay in tact. Please ensure a quality product and service or you’re going to lose customers. I love your food but pay for quality of the food.
Food Amount
Ordered 3 meals online and when I got home 2 of the meals barley had any meat in them. For $13 a meal you would think they would at least give you a good amount of meat! Next time we will go to Panda as it’s next door!
Not the best
Not sure what happen today but this was the worst food we had there. It was like they gave us lunch leftover at 4pm. My husband got the big plate and there was more rice than anything which is a shame since it’s 17.95. My Honolulu chicken looked like burnt ends. Just tiny pieces of burnt teriyaki, it was terrible which is a shame since we usually love going to HB. Mangers need to do a quality check!!
Terrible app
Okey food
Rewards for what?
What is the point in giving rewards to customers when it does not even work at the checkout, kind of dumb
Always forget my pineapple skewers..
I used to order twice a week but since my stuff always gets forgotten, I went to once a month… swear they forget my pineapple skewers every time but don’t forget to charge me..smh😭
Food is good but check your order
The last 3 times I’ve eaten here they’ve left the Mac salad out of my order. The employees are nice but they don’t take the time to verify online orders are correct. It’s ridiculous to order and drive off only to find your missing something when you get home because they don’t do their job and then seal it off with a big sticker so it looks like no one messed with it. This place needs to make sure their employees are paying attention and actually doing their job. People don’t pay to be skimped.
Sentiment summary
95%
Positive (4-5★)
1%
Neutral (3★)
4%
Negative (1-2★)