October 27, 2025 - June 8, 2026
"The pricing is very steep and I've noticed the quantity of salmon in the dual salmon and beef bowls has significantly decreased. Also the quantity of rice/quinoa has increased at the expense of the vegetables... every option has an upcharge... want beef, that's extra, want double beef, we'll charge you more than 50% of the total item cost! It's exhausting. The food isn't as fresh at other places, which is what keeps me coming back but with pricing the way it is, this is a luxury to eat at World Wrapps instead of being a staple which it was in the past."
"I really don't care about the 'mission' of being sustainable. Save cost by using standard food containers instead of fancy biodisposable units... the focus should be on the product, customers and value, not on the planet or sustainability."
"Additional fees charged at my location as well as recent visits had small portions that didn't make it worthwhile versus other local restaurants... the only times I had any issues it was typically with one of your managers that had attitude when I provided feedback in the past, so I only ordered from the app for takeout."
"The ahi tuna did not taste as quality or fresh" — Noted this was about a month ago, mentioned in survey but didn't talk to store directly.
120 exit surveys from October 2025 - June 2026. APR MAY-JUN indicate newest data.
See previous report for full details. Key themes: quality concern ("not as tasty, skimped on ingredients"), "more veggies less rice" requests, fee complaints.
Reason: "Price" + "Portion size small for price"
Email: Denacazares@gmail.com
Reason: "Variable work schedule" + traveling
Experience: "Good overall"
Email: blumsf17@yahoo.com
Reason: "No money to spend on lunch" / Overall budget
Experience: "Great! Food is always ready, employees are so nice"
Email: jordanncrawford1022@gmail.com
Reason: "Kids started to prefer a competitor"
Alternative: Starbird - "they prefer the food"
Important: "Taste and price"
Email: Tyler.pr.troy@gmail.com
Reason: "Nothing" - just rotating what they crave
Experience: "Everyone is very kind"
Changes Needed: "Coupons"
Email: Jnb22@hotmail.com
Reason: "Don't live very close"
Alternative: Dave's Hot Chicken - nearby but "feel better about health" at WW
Email: kdeist@gmail.com
Reason: "Busy"
Alternative: "Many other places have better deals"
Experience: "Team is always amazing and food is usually great"
Changes Needed: "More promotions"
Email: samedavis@gmail.com
Reason: "Additional fees" + "Small portions"
Alternative: Starbird, Roam Burger
Experience: "Mostly good, but issues with one of your managers that had attitude when I provided feedback"
Changes Needed: "Be consistent with portions and quality, stop all the additional fees"
Email: ejostria@gmail.com
Reason: "Was on vacation"
Experience: "Generally positive" but "price is a little high"
Quality Issue: "The ahi tuna did not taste as quality or fresh"
When: About a month ago, mentioned in survey but didn't tell store
Email: blumsf17@yahoo.com (repeat from April)
Reason: "My work schedule" / Timing
Experience: "Great. Staff is attentive and recognizes me as a frequent customer."
Email: Jpsabarots@yahoo.com
CRITICAL ISSUES:
Bright Spot: Staff still praised as "amazing," "attentive," recognizes regulars
Kiosk rewards issue, Jose praised, bowl composition feedback. See previous report.
Reason: "Moving farther away from your locations"
Menu Issue: "Saigon Salmon wrap was discontinued - I ordered it almost every time"
Changes Needed: "You would need a location closer to San Carlos"
Email: dscotton@gmail.com
Reason: "Surgery preventing us from coming to Sunnyvale"
Location Need: "No World Wrapps near us in Oakley"
Experience: "Excellent. Always greeted with a smile"
Email: alma_63131@bellsouth.net (repeat customer - loves the team)
Reason: "Expensive"
Alternative: Sweet Green - "Pricing and healthy options"
Changes Needed: "Coupons, Promos on menu items"
Email: nfilet@gmail.com
Reason: "Cost was higher than I wanted to pay"
Alternative: The Habit - $10 meal deal
Email: hatorikenji@gmail.com
Reason: "Work obligations" - less in that area
Experience: "Met all my expectations"
Email: ioprencak@gmail.com
Reason: "Busy schedule"
Favorite: "Yummy chicken caesar wrap"
Location Need: "Would love more locations closer to me in Milpitas, South Fremont or North San Jose"
Email: svilladelgado@gmail.com
Reason: "On vacation" + "busy" + "food is a bit expensive"
Experience: "Team members have always been really friendly"
Changes Needed: "More discounts, lower menu prices"
Email: alpopof@gmail.com
Competitor Threat: The Habit's $10 meal deal and Sweet Green winning on pricing/deals
Menu Loss: Saigon Salmon wrap discontinuation cost a loyal customer
Location Demand: Milpitas, South Fremont, North San Jose, San Carlos, Oakley
Coupon Power: "When I got the coupon I drove additional miles to buy a bowl"
Los Gatos location demand, highest price sensitivity, health-conscious segment. See previous report.
Reason: "Try to eat healthy food at home" + "Try different kinds of food"
Alternative: Japanese, Mexican, Chinese, Vietnamese
Experience: "Top food quality and variety, but relatively expensive with a surcharge"
Email: Xiangyunw@gmail.com
Reason: "Cutting back on takeout"
Experience: "Excellent" - "Far exceeded" expectations
Changes Needed: "More deals"
Email: angelayu2@gmail.com
Reason: "Counting my calories"
Alternative: Sweetgreen, Mendocino Farms - "both give me calorie count"
Experience: "10 out of 10. Employees are always so friendly and helpful"
Email: deannawelch13@yahoo.com
Reason: "Pricing is very steep" + "Salmon quantity significantly decreased"
Email: belarge@gmail.com (Brandon)
CALORIE TRANSPARENCY: Multiple customers going to Sweetgreen/Mendocino for calorie info. Direct request for calorie counts on menu.
SUSTAINABILITY BACKLASH: Brandon's feedback suggests some customers see sustainability focus as misplaced when value is eroding.
Sweetgreen Threat: Winning on deals + calorie transparency + build-your-own customization
Tuna portions, kiosk rewards, location convenience. See previous report.
Reason: "Trying to cut back on spending"
Experience: "Always friendly team members and food is always excellent"
Changes Needed: "Probably price"
Email: Thegermanos@comcast.net
Reason: "Save money by cooking at home"
Experience: "Great with the exception of one time several months ago when my order was incorrect"
Email: oskigirl@comcast.net
Reason: "Travel"
Alternative: Mendocino - free kids meals
Positive: "World Wrapps has kids meals and fries which is great"
Email: Roselyn.j.wang@gmail.com
Reason: "Eating out less" - cooking more at home
Experience: "Good. Easy to order online and pick up"
Changes Needed: "Maybe bigger portions"
Email: Mariz.rachele@gmail.com
ORDER ACCURACY: Detailed complaint about missing extra chicken, missing shrimp, wrong sauce. Family "extremely disappointed."
Competition: Mendocino winning on free kids meals. Marafuku winning soup lovers.
Menu Idea: Customer requested soup option
Surcharges pushing items over $20, Cafe Arbor competitor, calorie count request. See previous report.
Reason: "I was out of town"
Experience: "World Wrapps has my favorite options" / "Friendly staff"
Prices: "Reasonable"
Email: eugejac@gmail.com
Reason: "We were out of town"
Experience: "Always great workers"
Cost Factor: "Prices have gone up and sometimes we share a bowl"
Email: johnandreo@aol.com
Reason: "No specials of interest for me"
Alternative: Mexican food in Burlingame
Email: scanlanfamily@att.net
Reason: "Other plans" - sit-in restaurants
Experience: "Always very positive!"
Menu Request: "New items in the menu, and options with less rice"
Changes Needed: "New menu items and different carb options, ideally healthy ones"
Email: Adriana.telias@gmail.com
Deal Dependency: "I would only go when I got an email offer" — promotions drive visits
Menu Request: "Options with less rice" and "different carb options, ideally healthy ones"
Price Coping: Couples sharing bowls to manage cost
Multiple customers cite "salmon decreased," "rice increased at expense of vegetables," "half the size." This is the #1 driver of value erosion. Audit portion specs vs. actual delivery across all locations.
Customer reported manager "had attitude when I provided feedback." Tuna freshness complaint. 33% of all churn from this location. Requires immediate management attention.
"Every option has an upcharge... it's exhausting." Consider simplifying pricing structure. Competitor Habit offering $10 meal deals. Surcharges pushing items over $20.
Sweetgreen and Mendocino Farms winning health-conscious customers with calorie counts. "With Sweetgreen I can build my own so I can go as low calorie as I want." Urgent competitive gap.
"I would only go when I got an email offer" / "I like it when I get 25% off coupons" / "When I got the coupon I drove additional miles." Deals drive visits and justify perceived value.
Detailed complaint: missing extra chicken, missing shrimp, wrong sauce. "We were both extremely disappointed."
"Options with less rice" requested at multiple locations. "More veggies" theme persists. Consider cauliflower rice or lettuce wrap alternatives.
Customer: "I ordered it almost every time until it was discontinued." Menu discontinuation directly caused churn.
Requests for: Los Gatos, Berkeley, San Carlos, Milpitas, South Fremont, North San Jose, Oakley
World Wrapps is transitioning from "everyday staple" to "occasional luxury" in customers' minds.
Brandon's feedback crystallizes the issue: "With pricing the way it is, this is a luxury to eat at World Wrapps instead of being a staple which it was in the past."
The fix isn't about lowering prices — it's about restoring VALUE:
• Consistent, generous portions
• Simplified pricing (reduce upcharge fatigue)
• More veggies, less filler rice
• Calorie transparency to compete with health-focused competitors
• Regular promotional cadence to justify premium positioning