Potbelly Sandwich Works Negative Reviews

Potbelly Sandwich Works App Complaints & User Negative Comments 2024

Potbelly Sandwich Works app received 31 complaints, negative comments and reviews by users. Have you ever had a bad experience using Potbelly Sandwich Works? Can you share your negative thoughts about potbelly sandwich works?

Potbelly Sandwich Works for Negative User Reviews

✓ AwfulI work literally *across the street* from a potbelly, so when I placed an online order knowing I only had 5 minutes to pick it up and head back to work. I headed over to pick it up at 11:55am. They looked and looked and couldn’t locate my order until they said it’s been placed at another location, 4 blocks down the street, on 150 S. Wacker. So I walked and walked looking for it, so when I got to 150 S. Wacker, I walk up and down that block three times, no store front, no indication of a store. I finally ask security guard, he says he believes there’s one on the corner. I scale the block again, nothing. Finally I turn the corner, on a different street mind you. Make it half way down and still nothing. I look *through* some tinted glass to see a small decal for potbelly’s on a tiny door inside a the building and find my way in a packed shop. They have an online pickup window, which I proceed to wait for 30 minutes, (where I still am and continue to wait) awful.HollandWorldCup2010Version: 2.2.0

✓ App glitchy and missing important featuresComments after using app for first time yesterday: (1) They should provide delivery status information. (2) Tip flexibility lacking. As a former server, I always tip well, but not giving discretion to tip more or less based on actual service is not customary. I could tell my food had been sitting a while before they delivered it. (3) There’s no way to rate the food or service in the app. Ultimately, Uber Eats does this service much better, even though they have to coordinate arrival whereas Potbelly can leave the moment it’s prepared. Wanted to like this app to give a bigger cut to the restaurant, but probably won’t use it again..JJ&MPVersion: 2.5.2

✓ Poor customer serviceI had placed an online pick up order and went there to pick up my order when it was ready. My order was ready for pick up but it was behind the counter. I stood by the side near the register area. There was 4 workers behind the register. 3 of the worker saw me standing there waiting to pick up my order. They didn’t acknowledged me or said hello. There was no one in the store beside a customer checking out. One of the worker walked over to ring out the customer and saw me standing there. He ranged the customer out and walked away and walked to the back. The other 2 worker walked to the back with him. I just stood there standing still waiting if anyone will ask me if I need any help or if I was waiting to pick up my order. One of the worker that was still in the front but she was facing away from the register. I had to get her attention and repeatedly call out excuse me. She turned and responded very rudely, for me to wait just a minute and will get to me. I worked in customer service for over 15 years and this is not how you treat a paying customer. I will not be returning. Very disappointed and another thing, they got my order wrong too..Dkeo830Version: 3.20

✓ Could be SO much betterI don’t know if it’s the app’s fault, or Potbelly’s themselves, but this is the third (and FINAL) time, I will use the app to pay. Once again, I paid with the app, got an immediate receipt, and was told by the employee, the payment didn’t go through, please do it again. So, I did. Again, I get immediate confirmation, and I’m told “No. it didn’t go through, please rescan”. I refused, as I’ve now paid $89 for 4 sandwiches/sides. The employee THREATENED to call the police and have me arrested for stealing!!! The manager FINALLY got off her cell phone, “voided” the order, and said I could go. She didn’t/doesn’t know how to refund my money, so I’ll have to trek BACK to the store, and try to find someone who has a clue as to what they’re doing. I’m over this app.BayouBratVersion: 2.0.15

✓ Worked First time but now refuses my card.The first time I ordered I used my card and saved it for future use. The next time I went to order it said there were errors with my card information and I needed to resubmit it. I thought no biggie, but after resubmitting my card info multiple times the error message still comes up and I’m unable to mobile order. I’ve looked at my card and double checked the information and I’ve got money in the account. I wanted to mobile order so I could quickly pick it up during my lunch break but I’ll find something else. Overall very frustrated..Total Boss Game!Version: 3.0.4

✓ Card ErrorWhenever I use my debit card, it tells me that there is an error in the information I entered (without actually highlighting what needs to be fixed). Thinking it was an issue with my card, I call my bank and they tell me that it appears I entered the expiration as YY/MM instead of MM/YY (even though it is impossible to do so). This doesn’t happen on any other food app I use, and it’s not an issue with my card. My debit card used to work on here, so I’m not exactly sure what happened. Luckily, my credit card does not have this issue. Just a slight inconvenience..AbleRaptorVersion: 3.0.4

✓ Possibly one of the most frustrating apps/websites everSo not sure what happened but after not using potbelly’s for a while (the dt location temporarily closed) my old password was incorrect. So I reset it. Only problem is it would not let me reset it. Or it would- it just would still say the pw is incorrect. I tried this over 7 times before giving up and just ordering as a guest. The other problem is this archaic app doesn’t allow you to use Apple Pay. So I have to manually input my name/address/phone number/email/and full credit card just to place an order. It would probably be comical if it wasn’t so frustrating. Useless app that needs to be fixed.YSL 4LVersion: 3.0.1

✓ ScammersThese people offer to download an application for you to get a free sandwich, when you open the application, there is information there that you need to make your first order and then get a free sandwich. This offer does not contain any information about how much you need to order or a link to additional information to study the offer. When I made my first order, I was denied a free sandwich, allegedly citing the fact that I needed to place an order for at least $5, which was not stated in the offer. Moreover, the restaurant manager provided me with some kind of screenshot from her smartphone, where the conditions were supposedly indicated, which looked very doubtful, as if she had just signed this on the image while she was in the back room. This is a typical customer deception and scam..SmolgenVersion: 4.3.1

✓ Update FailI like Potbelly’s a lot and it has been one of my go-to places over the years. I’ve enjoyed using the app as well, but the latest update has had changes that makes me wonder if they had done beta test prior to release. For example, staple sandwiching such as A Wreck will come with no toppings by default. It wasn’t like this before and it kind of defeats the purpose of having these pre-defined sandwiches versus customizing from the get-to. Also, what happened to the salad menu? And why is “pick your pair” only limited to sandwiches and soups? I hope the next update fixes these issues..ZigZagZaraVersion: 3.0.1

✓ Food is good when the app doesn’t screw upThe app has a lot of potential. It’s reasonably fast and responsive, with a pleasant look. The functionality has some terrible aspects, however. It seems that changing the order in any way, or possibly even taking long enough that the order window shifts, or it being a day ending in “y,” has a tendency to reset toppings and other choices. Picking up a “plain” sub (no condiments) is just discouraging. Specifically choosing to have the straw with cookie, only to see the order email show no straw, c’mon. The whole topping section on sandwiches should be revamped. Subway has a decent layout, shows what comes by default and allows changes. Also doesn’t revert them for no reason. Sure, their website is hosted on a Gateway from 1998 on the last AOL dialup connection, but the sandwich section is on point..-cheereereerios-Version: 3.20

✓ Horrible experience.Horrible experience. Ordered online. Got confirm order went thru and transaction complete. Show up. NO ONE is in store. No customers. NO EMPLOYEES. At 8:10 pm on 4/30. Check your security video. Another customer entered we talk about being nervous. NO EMPLOYEES. I call for them. Two emerge and then a third. Tell me no order received. Show them confirm on my app. Still no acknowledgement. Show them app showing I paid. Nothing. Reorder verbally. They mess it up. Have to add items. Go to pay-again. I scan my app to pay again. Employee tells me to use another scanner despite first one flashing green. Asked for receipt as I suspect I paid twice if not now three times. Told register “locked up”. No receipt. I wonder if Potbellys corporate takes action against employees not in restaurant protecting the interests of the shareholders and or feels this was handled properly? Terrible service. Bad on many levels. I will Be next store at the Lake Bluff Chipotle next several times. Terrible..Lake Bluff CustomerVersion: 2.0.17

✓ Not user friendly1. Keeps asking me to sign up for perks when already member and logged in. 2. Placed same order again, had selected nearby store prior but then placed order at other store across town. 3. Now today showed total thought order was in said asap at drive thru, but had not fully checked out (there was no prompt saying not checked out and was using in cradle ‘hands free’ while driving). It should be cleare with message IN VIEW saying YOU ARE NOT YET CHECKED OUT. Would you like to add more items or check out now? Then at drive thru they don’t have order. Logged back in and no order showing. Paid cash instead they made it fast, but no peppers like I wanted and no points in app since paying cash. 4. Similar issue: I select in store pickup, but store has drive thru and it shows ‘drive thru’ as in a feature ther, but is confusing to see after selecting in store pick up. 5. Hard to find cart from start screen to see if anything in it already. Good food. Please refine app without introducing more problems..Bob1Cor21718Version: 3.17

✓ When switching from reg to bigsIf you decide to switch your sandwich from regular to bigs... all of your modifications will disappear. “No Mayo,” “no meatball, etc. will disappear when you change the size of the sandwich. This happens with salads as well. Adding a notification pop up that says “all your customizations will be deleted, do you still want to proceed” would be really helpful and very likely prevent mistakes on the customer’s side of the app. I wouldn’t have posted this at all, and just changed how I ordered in the future but the employee I asked to remake my salad was a super butthole about my mistake. I order from this location 2-3 days a week and service is usually great. This bummed me out..KylieBeauVersion: 2.5.2

✓ Multiple payment issuesI love Potbelly. That being said the app has been problematic lately in ordering ahead. Today I made two orders. The first one went through, a receipt was provided, and there was a pending charge on my credit card. However, in the store’s side the order was received but the payment did not go through. I made a second order for different items and when I clicked the button to submit my payment in the app, a pop up message saying “error” came up. However, there were two pending payments on my credit card for that same amount. Meanwhile, the store did not even receive that order..CpgpghVersion: 3.20

✓ Updates Have Broken the Rewards ProgramSince the recent updates I’ve been unable to sign in to my account. I request to reset my password and follow the instructions to do so. Once I submit my new password I’m given a screen that tells me that my session has expired. I’ve attempted this several times with the same result each time. I am unable to sign in to my rewards account with no apparent way to correct the issue. Furthermore, the app states that if I have yet to sign in to the new website, I will not be able to sign in to the app….? I don’t understand why those would be related and it just seems unnecessarily complicated. Regardless, I’m unable to sign in to the website or fix my password issue there either. I’ll try again in a few months. Maybe not. Maybe never. But I won’t patronize the business until this is fixed..ClmorelaVersion: 3.0.1

✓ New App, No GoodI don’t like the new app. The old layout was pretty straight forward but new app takes longer to order. There are a lot of pop up questions and up sells that aren’t customer friendly. I also am disappointed you can no longer pay in store using the app while scanning for points. Scanning and paying separately is annoying and another not customer friendly change. The first time I used it I couldn’t because there was a glitch that wouldn’t recognize no toppings for the Mac and cheese. This is an example of a pop up and up charge. Previous app was set to plain and you could add toppings if you wanted. Now they force you to say no add ons. Outside of this app review, disappointed with all the menu changes. Cut several regulars items for my family such as kids meals and smoothies, which probably means we’ll be going much less..McGee3332Version: 3.0.1

✓ Missing features other restaurant apps haveI like all of the customization options in this app but there are two major problems for me that exist in other restaurant apps. 1) It doesn't tell you what time your pick-up order will be ready until you have completed your order. If one location is going to take a long time you don't have the option to just change locations - you have to re-enter your entire order for a different location. :/ 2) The locations do not have the ability to put a notification on the app when they are out of something so the customer doesn't know until they show up to pick up their order and are disappointed. If these 2 things were improved I would definitely rate this app higher!.Mom to 2 crazy kidsVersion: 2.1.1

✓ Awful User ExperienceOrdering via the Potbelly app is just painful, if it works at all. The app almost never remembers my prior orders, and on the occasion it does, takes minutes to load those items back into the cart. And then I get an error message that menus have updated, that I should start over with everything. When this happens, I just abandon Potbelly and order somewhere else. You should try the McAlister’s app instead. I can reorder dinner for our family in a few clicks - whole process takes less than a minute. For busy working families, they’ve become my go-to choice. Wish Potbelly could improve their app - I would actually order from there more..Dabo54Version: 2.5.2

✓ Extremely slowI love potbelly sandwiches and get them about 3-4 times/week. Although the company encourages ordering ahead, whenever I am trying to order the everything takes forever to load. The ordering process is extremely slow and most of the times I end up going to the shop to buy my sandwich instead which defeats the whole point of this. Update: more glitches. I ordered a sandwich around 8:30pm and the shop closes at 9pm. It took the order but gave me a pick up time of 11am next day. I went to the shop and the people didn’t know what to do. This ended up costing me more time than it would have taken me to just go to the shop and place order. All these glitches are so frustrating that I am refraining from order again from the app..Dexter9543Version: 2.2.2

✓ General good but Perks are buggy and staff sometime still doesn’t get order rightThe app itself is really good in that you can really specific the details of every ingredient. The Perks program is great and encourages with lots of incentives to keep using it… but it’s buggy in that you add a perk to your order and it throws an error until you delete the perk. So kind of a bait and switch but probably not intentional. Finally, it’s worth mentioning that you can have the greatest app in the world for ordering, but if the staff doesn’t read it … then it’s kind of useless..GorejasVersion: 3.0.8

✓ Unhappy WorkersI tried ordering through the app and was having problems. When I went to the restaurant, to explain the situation, I was greeted by workers that were clearly unhappy with whatever and were not very receptive to my dilemma. My wife ordered and asked for light oil with her meal and one of the workers she apparently drenched it in oil soaking the bread , wrapper and bag it was in. The cashier was also unhappy with the meanest faces I’ve encountered since grinch stole Christmas. I tried smiling at them and bring some Christmas cheer to lift their spirits but to my dismay they were miserable beyond reproach. Still didn’t get the sandwich I wanted and my wife did not enjoy hers. Food should be made with pride and love and it shows these two ladies had neither. I will not be eating here again if I see them there. Two thumbs down..Nicodemus DETHVersion: 3.20

✓ Glitches ruin coupons & perks opportunitiesSo I’ve used this app a handful of times and not really had much issue but this was the first time that I actually ordered through the app ahead of time, and it ended up being more of a nightmare than anything of ease. After placing my order and yeah I received confirmation that it would be ready in 8 to 10 minutes; when I drove the 2 miles to potbelly they were unable to find my order in came to the conclusion rather quickly that I must’ve placed my order for a Nother Potbelly. After showing them this was not the case they were very kind to re-order it and take care of the issue, even offering to call the “other place “to cancel my order that somehow was set up for pick up the following day. I ended up choosing potbelly because of the perks deal that I had and when my order had to be re-done upon arrival, I lost the ability to use my perks points and coupon because it cannot be used until the other transaction was canceled. It was only two dollars so I wasn’t about to make a big deal to the poor guy working the drive-through window but it was more the principle of the matter. Annoyed. This wouldn’t have happened at Chick Fil A..MShriner9Version: 2.2.2

✓ TerribleI ordered sandwich on line and came in with my two Sam all dogs to grab the sandwich. It want ready at the time it was supposed to be so we waited near back door for it to be ready. Store employee yelled at me from behind the counter to get out of restaurant immediately with dogs so I yelled back asking her if my order was ready. She claimed they had no order for me. This is interesting given I have a receipt and confirmation and my credit card was charged for the order. I then wen outside and called to have them check again and she told me she couldn’t help me and to call back in an hour because they were busy and hung up on me. Wow. I won’t be back..Terrible customer service xVersion: 3.18.1

✓ SAVE YOURSELF THE TROUBLEIt’s a shame this app and potbelly’s delivery is so sub par. Save yourself the trouble and order it through another food delivering company. I ordered 40$ worth of food this evening. I received a text message saying it was delivered , while the app was still telling me it was preparing. After calling the restaurant to speak with a clueless host, they called me back 45 minutes later to tell me that they’re not sure why my order was not delivered but they can’t send out another driver since they were closing. Okay, Clearly. On top of this the restaurant didn’t offer to make amends by The inconvenience so unfortunately this will be our last time ordering with this app..Taracas1Version: 3.0.3

✓ New app makes it tough to change your passwordWhen you try to change your password from the email (for their new app), it tells you that your “session has expired.” Of course your password has also not been changed. I eventually tried to create a new Potbelly account, and in entering that password, was told that I also need a special character in the password. Poor communication. I should have been told that when I tried to change it earlier. Users should not have to debug their software. If this is their skill level, I’m certainly reluctant to add a credit card. I may have to delete their app entirely, and pay with cash only. 🙄.BigvilgVersion: 3.0.1

✓ Placing an order takes 30 minutes, plus the 30 minutes til deliveryI hate to leave this review on the App Store, but I need this to be heard! Several times since the big “upgrade” to the potbelly ordering system over the summer, I have tried to order and wasted well over 30 minutes each time. I had emailed customer services a month or more ago, and never heard anything back. Essentially, I always seem to get stuck in a loop of resetting my password, the password not working, then the website not loading the menu, then once I finally get all the items added to my cart, the checkout page won’t work. After 23 minutes in the loop-of-doom today, I begrudgingly decided to download the app. I was able to place the order within 3 minutes. Again, I’m sorry to rate this app so low, because it really did work well for me. I’m just exhausted with the fact that the website is so impossible and the response is nonexistent, thus FORCING me to use an app I never really wanted to download. Also of note, I lost nearly 800 points in the big “upgrade,” so I’m really not sure why I even bother anymore. (Oh yeah, I love those darn cookies…).ChelMarStewVersion: 3.0.2

✓ My least favorite app…ever!!!The Potbelly app would not accept my email and my password from my previous Potbelly account nor would it allow me to reset my password. I tried four times and the app never sent the reset email. I had to sign up again and the app didn’t even recognize that I already had that email registered with Potbelly as Potbelly sends me emails to the same email address quite frequently. I am beginning to think the app is set up like this by design. Because I cannot access my old account information, I have lost all my previous points. The app made me start my order over two times all the way back to the pick up location and the app did not recognize my apple presets. On top of being the worst app ever, it does not have the previous Potbelly specials or any specials anymore either. This app is a very rudimentary and ill-designed. It is very frustrating..QLovez❤️💚💙🧡💜Version: 3.0.1

✓ Late and rude serviceI am waiting to pick up a sandwich I ordered online. It was said to be ready over 10 minutes ago. When I got here and it wasn’t ready I ask why and the staff told me it’s impossible to make a sandwich in 10 minutes and I should wait or cancel my order. I asked why the app specified a time and they that means nothing and I can cancel or call corporate they can only make sandwiches so fast. She was extremely rude and many other customers are waiting next to me having the same issue. this is not the first time this has happened to me at this location. I recommend go elsewhere! The staff has no accountability and seems not to care at all about customer service. The last time which I received your cane playing with absolutely no traffic. I guess I take blame for continuing to give them another opportunity. FYI – I’m still waiting..Jk55129876Version: 3.0.4

✓ Poor ServiceI ordered lunch for my daughter & I at approximately 12:20 (2 sandwiches) and was told to pickup at 1:00. We were heading to Florida for spring break and had a few minor things to do before heading to airport so that was fine. We arrived at the Birmingham, Michigan location at 1:05pm, went to pickup our order but it was not ready. After waiting in line with other people (also waiting for online orders) my daughter and I were told it would be a few minutes. When 1:15 rolled around we asked again and we’re told (in a surly voice) ‘we’re working on it’. In the interim an individual had walked up, made his order, received his sandwich, paid & left the restaurant. Why did I even bother taking the time to order ahead???? Horrible service. And it was not for lack of staff - there were 6 individuals working (presumably because lunchtime is by far the busiest time of day). Unfortunately I will never place another online order or patronize Pot Belly despite their sandwiches being one of the best available. Disappointing to say the least..MW ProVersion: 3.0.4

✓ A complete embarrassmentThis app is an absolute embarrassment and a complete disaster. I do not live close to or have easy access to a potbellies, so I choose to use the delivery option. For one, the delivery system is incredibly glitchy and difficult to navigate, and often messes up the instructions putting in the wrong order very easily without a way of cancelling! Second, today I ordered my food at 7:30 and the ETA was 8:15, and after waiting an HOUR after the ETA, my food was never delivered. I’ve already paid for my food WHICH I NEVER RECEIVED, and during the entire ordeal I had absolutely no way to contact my driver or the potbellies itself, as they refused to answer my calls even though they were still open. This app is so poor, it’s a crime that they have people using it.Danncohen01Version: 2.2.2

✓ Inaccurate delivery estimateWhen I was placing the order it said 15-20 minutes estimated for delivery, but after I put the order in my delivery time was 40 minutes. I would’ve done pickup if I had known upfront it would take 40 minutes. Then it was even later because the DoorDash driver texted me they had another delivery they had to make before they dropped mine off. So based on the pick up time on the receipt it was 25 minutes from when the food was ready to when I received it, toasted subs 25 minutes later, not so great. The place is a 7 minute drive from my house, so the whole experience was bad..OhemmingVersion: 3.0.1

Potbelly Sandwich Works works most of the time. If it is not working for you, we recommend you excersise some patience and retry later or contact Potbelly Sandwich Works.