Potbelly Sandwich Works App Reviews

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Card Error. Whenever 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.

Cubans could be better. Ordered online. Arrived after pickup time as there is never parking space. Order was not ready. Gave my name. Only one person in line. While waiting three more enter their sandwiches are being made. Two checks out , I’m still waiting. Gave my name again, that is when the order got started. What’s the point of ordering online if the order is not started until after you arrive. I have a 15 min drive to the restaurant and order still not ready. Bread over toasted “burned” Condiments not as requested. Leaving the parking lot I just happen to pull out the chips- given wrong chips. Had to go back to switch out. This store is always busy - but check your receipts to get it right.

Hard to read. I have excellent vision but have a terrible time reading the yellow narrow sub header font and light grey/taupe text for the descriptions, etc. I love the ease of the app but I dread using it because I have to squint all the time. I don’t have this problem with other apps so it’s a very real design issue. I’ve seen this before - it looks cool but doesn’t function well. There is a way to have both. Please change it for the sake of use-ability!

Horrible App/Order experience. Got an email with Potbelly promotion of Buy One Get One Free (BOGO) available today only. Well today I went into the App and it was complete misery. The App gave me an error saying the Potbelly App server “LEVEL UP” was in the middle of an upgrade and it kicked me out of the App. Logged in again and tried again. This time the Potbelly location near me didn’t come up and I had to place the order with the other one several miles away. App again kicked me out when checking out, mind you it took the system 10minutes stalling before it kicked me out. Tried it a third time... placed the order (now it’s over 30 minutes in the App to order). Drove out of my way to the Potbelly not near me because the error in the App, if you recall it wouldn’t let me order near me. The order was not ready on time when I got there!!!. Had to wait 35 minutes!!! Finally got my family order and came home to find out that it was wrong. All the “extra’s” that I paid for were not included. So, my experience was; (1) horrible online App experience (2) unacceptable on time availability (3) order was wrong My husband and I both complained to the online customer service after our order and were both given the exact IDENTICAL cut and paste email response. No refund was given, no vouchers... just oh well we’re sorry.

What happened with the update?. I’m sorry but I liked the ap before the update. Other than it ordering from the nearest restaurant instead of your default one (yes, I figured it out before being embarrassed at my usual store) I liked the re-order and pay, etc. Last week, I spent most of my time in line re-logging in, re-creating my password, etc. and then used my phone number at the register instead of the ap. This week, they told me you can no longer pay with the ap. Don’t you usually add features when you update an ap?

App Issues. I LOVE potbelly sandwiches! But the app is terrible! Twice I have submitted a delivery order and the store never received it so the poor store manager insisted on leaving the store during a lunch rush to run me my meal. (He needs a raise) Half the time I try to order for delivery it says it’s “not available at this time, try pickup” which I can’t really do in the middle of my work day. And I would be ok with ordering through a third party delivery app but then I won’t get my points. :( I just wish they could do something if delivery is not available using your app you could scan your receipt to track your spending. Thursdays are my favorite when I can order my Potbelly sandwich!

Inaccurate delivery estimate. When 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.

New app makes it tough to change your password. When 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. 🙄

App glitchy and missing important features. Comments 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.

OOPS! Overlooked Part of My Online Order…. This was my first time making an online order for pick up. Everyone was very nice and my salad was ready for pick up at the time estimates. So, all was good to that point. But, when I got back to my office to enjoy my order, only the salad I order Les was in the bag. The bag of chips I also ordered (and paid for) was not in my pick up bag. OOPS! Had my full order (with the chips) been in my bag, I would have rated this experience 5 stars. But I really wanted the chips with my meal. I hope Potbelly will give me a bag of chips the next time I order.

4/5 not 5/5 one problem. Potbelly Perks is a great way to get food delivered to your door or easy to order and pick up just skip the line. I had one problem though, I already ordered a meal for me and my family, but one of the things I wanted wasn’t in stock. And it took about a week to get my refund. So they were on top of it. I just wish that on the app after we put in the address if the app would say if the stock is out at that specific location.

Love, could be improved. I go to potbelly frequently and love the app for easily paying and earning perks. It is overall easy to use. I do have issues every now and then with the app crashing or not loading so that I can’t order ahead or pay using the app. I also wish that I could fill out customer surveys in the app. I like giving feedback when I have a good or bad experience but don’t want to have to get a paper receipt. Whoever writes the notifications should get a raise. They always make me smile!

Poor Service. I 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.

Awful User Experience. Ordering 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.

Poor customer service. I 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.

SAVE YOURSELF THE TROUBLE. It’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.

General good but Perks are buggy and staff sometime still doesn’t get order right. The 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.

Possibly one of the most frustrating apps/websites ever. So 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

Update Fail. I 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.

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.

Missing features other restaurant apps have. I 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!

Unhappy Workers. I 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.

Potbelly Perks are worth it!. It’s definitely worth signing up for the Potbelly App. They save your previous orders and we’ve gotten many Perks rewards. We ordered 5 sandwiches in 5 weeks, so we got a free sandwich, which was automatically subtracted from my total! We love free cookie rewards as well. And besides, we LOVE potbelly! We used to live a block from the original, on Lincoln Avenue in Chicago. We’ve been fans for years. So glad they’re in Tucson, where we live now. Thanks Potbelly!

Empty promises. I pre-ordered my sandwich on the app as a point of saving time. It didn’t save me any time. When I order the sandwich at 1 PM, they told me that my sandwich would be ready at 1:15. I showed up at the restaurant expecting to be able to pick up my sandwich and leave right away. Instead they chose to start making my sandwich when I arrived at the restaurant. And after they had already waited on other people standing in line. Avoid the app and just go straight to the restaurant. It’ll be a lot faster.

late and rude service. I 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.

Updates Have Broken the Rewards Program. Since 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.

Love Potbelly, ordering kinda not-so-good…. I take lunch to various groups, and find it somewhat cumbersome for the people I’m purchasing lunch for to select and get their final list of items wanted to me so I can place the order. This could be alleviated by providing a .pdf of choices, having each person check the items wanted, then fax or email me. As it stands now, none of the Richmond-area stores have a .pdf menu, and I have to ask the contact person within each office to ask each person receiving lunch to go to the Potbelly website, or app if they have it, select what they want, get the info to the office POC, then that person gets it to me and I place the order. I will say that, once I have the orders and am on the app placing the order, it’s extremely easy, and user-friendly. However, the process for receiving the order from the offices could be a lot better, with a little effort, imho. Overall, the food, team members at every store, and overall experience is 5-star, while the lack of .pdf or ease of gathering from the offices is 1-star.

Extremely slow. I 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.

Very Poor 3.0 Release. 3.0 Release sucked. Took me 6-7 minutes to order my “usual”. Few simple errors that you would expect from a mobile app dev team. Opened to potbelly app before update and was stuck in an infinite sign in loop. No prompt to download the new app. Just kept logging in and getting sent back to an intro page. None of the data transferred over. Normal order. Password. Who has there mobile Potbelly memorized? So had to reset password. Got at “unknown error” on payment screen. Not sure if it was app being buggy. Me mis-inputting card info (which also didn’t transfer over). Or could have been anything. Awful release. Hopefully Potbelly doesn’t think because they changed how sandwiches are ordered their mobile dev team did a good job here.

Not user friendly. 1. 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.

Previous Order. Starting with a previous order is still not working correctly. When opening the app, there was some mention of a previous order but after selecting a perk, it went away and there doesn’t seem to any way to start with a previous order. Would be nice if the app could keep track of the last 3 orders that the user could select to start the new order

Great sandwiches with some service and admin issues. Quality of food is great - my favorite sandwich shop in that regard. Have had some other issues recently. App was a real headache to install. Gift cards are not easy to use - with the new app, I have to enter the gift card every time and this last time it wouldn’t let me use more than one card per order. With the prices, customers really should be able to use multiple gift cards. I had a free sandwich coupon that expired within a month that went unused. I don’t have an issue with that other than I should have been give notice via email. Most recently, I was supposed to get a free cookie with my order but it wasn’t in the bag. Shame on me for not checking i guess - I hated to open a sealed bag but from now on I check

It does the job. I order Potbelly’s on a pretty regular basis, always on the app for the ability to order for pickup. The app itself is functional, but I think it has room to grow. A lot of the text is hard to read (the handwritten looking font) and makes the drop down menus harder to differentiate between. Additionally, the app takes a long time to load. I’m usually utilizing the app on wifi — i understand that part of the slowness could be the network i’m on, but sheesh, she’s real slow. The app automatically uses earned entrees, so if you’re trying to save that for another day, you have to remember to toggle it off before ordering. Again, the app does its job, but it has some room for improvement.

Pickup Location Function Frustrating. Selected my location and then it reverted back to a different location that is not open and it said my order would be available at 7am THE NEXT DAY. The location is not obvious as you click the place order button. There should be a fail safe to prevent this!!! Now I have to take time to figure out how to cancel the order. I use many restaurant apps to place restaurant orders and this one is my least favorite.

Placing an order takes 30 minutes, plus the 30 minutes til delivery. I 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…)

New App, No Good. I 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.

Awful. I 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

Could be SO much better. I 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

Scammers. These 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.

Terrible. I 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.

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.

Bring back the old app. There was nothing wrong with the old app so I don’t understand why they had to create a new one that is impossible to find out balances and use a gift card without placing an order. You can’t use the app to pay at the store unless you place an order for pickup / drive thru. If you can do that then the people need to be trained on the process. Also the app is useless if the scanners are not working. There is no backup process at the register to input your account info for credit or points. Or maybe again, it could be a training issue.

Food is good when the app doesn’t screw up. The 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.

A complete embarrassment. This 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

Multiple payment issues. I 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.

Disastrous update to App. Have used the Potbelly’s app for years now, but the recent update to app and website all of sudden won’t let me log in on my phone and asks for password change. So I do so, and get no new link sent to my email to perform said change. Tried multiple times with no link sent. Had to pull up the potbelly’s website on my laptop to then perform the password change request again. This time I was able to do so and made the change. Went back to phone to use new password and it won’t recognize the password…which renders the app on my phone useless!! It does however let me use the new psswd on the updated iPad app version. So website and iPad app are functional but iPhone app STILL gives error when I try to login. Reinstalling the app and restarting phone didn’t fix it either. Way to eff up a simple app devs!!

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.

Needs further development. Add order delivery status tracker (see Dominos). Allow to replicate toppings selection for multiple sandwiches with a button (“apply to all”) rather than require each be updated by hand in bundle meals. Needs better way to access pending orders than via the past transactions link (not intuitive or really accurate for pending orders). Finally, order notes text field needs to allow more characters. It cuts off at 50 or so.

When switching from reg to bigs. If 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.

Glitches ruin coupons & perks opportunities. So 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.

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Redundant. The convenience and perks in the app are great, but it’s not particularly intelligent or helpful— like if I order a sandwich and want a second identical sandwich, I have to back through the whole process of ordering from step 1. Or if I change to pickup it erases what’s in my cart. Little things like that annoy me and sometimes I don’t have the time to deal with the app’s quirks so I just give up.

New App a Disaster. I tried signing into the new app version and it would not accept my password. I tried resetting my password, but when I clicked on the link contained in the email, it came up website not found. They are obviously a disaster technologically. Pathetically inept. I guess they do not want my business.

Never Issues until now. So the recent update has caused some payment issues, I have tried to add a different card than the one I normally use but it keeps saying there’s an error in my card even when I use the a scan option. Hopefully they fix these issues soon

A HEADACHE. Have had the app for years here and there, but whats frustrating is the payment - you have my card information but you don’t put it in automatically and you don’t accept Apple Pay it’s just a headache and very annoying fix it. This app is supposed to be convenient to the customers and it’s not.

What the heck!. This app will decrease all your costumers. Pick up time was 6:40pm. Went to pick up. They didn’t have it ready. They acted like they are gonna make my sandwich super fast while I am waiting. By the time I walk out of the store 7:05. 25 minutes of waiting in store. A walk-in would be so much faster. The guys are always rude, so I didn’t care about that part. A sorry would have been great though.

Powerhouse Salads. Very rude woman in charge it seems. They did not get the order ready on time. They shorted the ingredients and they did not have the dressing I ordered. When I went back in to get at least the correct dressing they said “we don’t have any so we have you Italian.” Then I said what about the basalmic dressing, is it like the fat free vinaigrette? They said “we don’t know we never tasted it.” I have ordered from this location many times and this is the worst! I looked at the salads because they have forgotten to give me any dressing at all once. Very disappointed!!

Catering. The app seemed easy to use. I placed an order for a bundle and wanted to order an individual box lunch for myself because I have allergies and wanted it in separate box. The app wouldn’t let me order an individual box unless I ordered 6. I understand you can’t just order one individual box if that was all I was ordering but I just ordered a box for 10 people and spent $100. I should be able to add one more box lunch.

Perk glitches abound...worst app for what it does it goes to do ....order online. Like previous reviews the perks are more headaches than they are worth. Today got an email about $2 off a sandwich or salad if I ordered today or tomorrow. So I bring up the app, select a past order, review the order and there is the $2 credit and there is where things went downhill from there. I realized I needed delete an item from my current order and as I deleted one item the $2 credit disappeared and I never got it back though the app still said I had $2 perk to use. With reviews like mine, it shows customer service and quality is not a priority.

Not great anymore. This app used to be fantastic. And very helpful when in a hurry. Now I stand in line, because after trying to enter my order multiple times, I have given up on it. This now happens often. Not only did waste time trying to place the order, now more time in a long line. Please fix the freezing, crashing, and missing entries!!!!

Dallas City Hall Worker. My wife took me to eat here like a couple of months ago at the location on Thanksgiving Plaza in downtown Dallas. When I say this place has become my new place to eat at least 2 to 3 times a week. I haven’t eaten anything from as of yet that I didn’t like. Whomever created this place I would like to thank you! This is my #1 lunch spot. Customer service is always great there also. Thanks for all the good food.

Don't waste your time. This "reward program" is a useless scam. The first reward I earned was $1 off of a very specific type of menu item, which I never have and never will order. Even if I did want to try it, it expires in 30 days. A - rewards are too specific B - expiration is too fast. No matter how much I like Potbelly's, I have a budget for fast food and there's not one located anywhere near my job, so the likelihood of me going out of my way to visit there a second time this month, specifically to eat something I DON'T like, is about 0%. Deleted this app, will not be wasting my time scanning it, nor my app space to store it.

Flawless Service. I have been using the app since March. I caveat this by saying that I have never used the delivery option, but this is the only app, that every time I used the app and pick up my food, there has never been screw up in my order. Unlike all the other (unfortunately) food chain apps I use, I have never been disappointed.

Order while on the way to my NY bus stop!. The app was easy to use. They have all the locations, intuitive interface and flawless experience. Quick ‘thinking’ in the background when I was searching for location to pick up while we were on the road. The location itself provided great service! It’s all about the service nowadays. Kudos the manager.

Sugar land location (KELLY was awful). I’m a pot belly lover however on today I was very disappointed with the service that was given to me. I ordered using the app (no lines, just step right up) SO THEY SAY! My order was to be ready for 11:40/ my sandwich was prepared at 11:30 upon my arrival 11:53 my order WAS NOT ready and I WAS NOT treated like a priority. My sandwich sat there for 25 minutes & KELLY had nerve to actually serve me that crap. I always order using the app, any other location my order is ready with the time that was given to me. I waited a total of 20 minutes. OF COURSE MY SANDWICH WAS COLD !!! Luckily Johnathon re-made my sandwich for me!!!!

Poorly designed app. Whoever designed this app did not know what they were doing. Each order has a comment section, but they limit the comment to only a few characters, which leaves no room to explain anything. Also, past orders seem to disappear often, requiring me to fully re-enter previous orders. Also, past orders cannot be edited. So, if I try to change the quantity of each type of sandwich in a past order, I’m not able to make those changes. I have to start from scratch. The designer of this app made a whole bunch of assumptions without thinking about what actual customers need.

No longer works on iphone6?. I haven’t been able to use my Potbelly app for about six months now and I am guessing it’s because I have the iPhone 6. I talked with someone about this and we can’t figure out why I’m not able to use it. It just sticks on the yellow opening page. I’ve tried re-uploading it and that didn’t work either. I literally stopped buying Potbelly’s because I can’t use this app.

Hate the app and website.. The website takes forever to load the menu. The app won’t switch to delivery mode. So now instead of taking 5 mins to reorder my previous delivery and get my food on time for lunch at work I have been on there for over 20 mins and my lunch won’t be here in time. I’m so mad. I would give 0 stars if I could.

Impossible color scheme in app. I am reviewing the app only, as I’ve never had any issues with food or service at Potbelly. (Also, app reviews are best in the App Store.... so there’s that). The yellow and white color scheme of the app and ordering screens are IMPOSSIBLE to read. More than once I’ve abandoned my order and chosen to eat elsewhere for this reason. Combine the impossible to read color scheme with the tiny font (I’m on a iPhone 11, and have the app on my iPad as well, makes no difference in being able to easily READ the menu) and it has forced me to dine elsewhere more than once. Please change the color scheme and font! It is not user friendly and so difficult to read!!!

Food good but app is horrible. I like Potbelly sandwiches so I thought their app would be great to use. Wrong! They send email promotions. You go there, order, scan your phone app, pay, leave. I expect later to receive the extra points promised or the promotion freebie. Never happens. I have notified them per their instructions submitting my receipt copy; they never respond or give me what I earned. . Just this week, I tried to reset my password and it never generated the email link to do so. Good-bye Potbelly, I’m done trying to use your horrible app. Deleting the app now.

Milk Shakes. I’m a huge Potbelly’s fan and the number one reason is the Milkshakes. I’m very disappointed to learn that we can no longer order large shakes it’s too bad they are my favorite. We’ve also done away with banana, so strawberry banana is no longer an option. I’d really like to see these come back it’s the main reason I choose potbelly’s for lunch. Something to consider

Used to work well now not. I loved the app. Until I started getting network errors. I can’t access past orders or create new ones for the past 6 weeks. I tried deleting and downloading again. Nope, doing the same thing. The only thing I can do with it is pay. The other thing it does is cut off the special instructions. If the staff at my favorite PB didn’t know me and how my son likes his sandwich, we’d have had more errors.

Dumb app. There is no option to place your order as a dine-in order which means that your single item which comes excessively packaged by default, now comes with an additional paper bag (because the geniuses at PB think the customer appreciates getting more garbage to throw out) - more unnecessary waste being generated just from using the app! Also, doesn’t save any time. You must select a pickup time at least 10 minutes in advance. If you choose to do something in the meantime before you pick your sandwich up at the time you select, it won’t be ready as they won’t even start making your sandwich until you arrive expecting to pick it up. Very very dumb!!

Pretty good, but the app definitely needs improvements. It does exactly what it is suppose to do, but it’s clear that Potbelly isn’t use to the order-by-app model. UI needs serious improvements, such as a way to track the food’s progress. Also the app doesn’t “feel” very responsive to touch, so it leaves me unsure if i’m actually placing an order. I love potbelly food, but I highly recommend that they hire an app development team to improve the subtleties of creating a food-delivery app. This app feels like it’s missing something that other apps like McDonalds or Uber Eats has.

Perks are Great!. Me and my husband grab lunch at Potbelly roughly once a week, and use the app for points, and promotions. Already got several free sandwiches, cookies and soups. Ordering ahead as we are walking to our neighborhood shop makes it quick and easy to grab our food and go. Also appreciate being able to specify light mayo and heavy tomatoes within the app.

No help when there’s an order problem. Love potbelly but just had my first and last time ordering using this app. I ordered a sandwich, chips and cookie. Arrived on time but missing the cookie. Nothing on the app for problem with order and the FAQ says “call the store”. I did call the store and they say they have no way to credit or refund me! And no one is going to make a second delivery for just a cookie. So now I’m out 15-20% my order total. They need to fix this. Until then I’ll just order from one of the main food delivery apps. At least if something is wrong they will make it right.

Sub par user interface. This is one of the most poorly built mobile ordering apps I have ever used. The options to “customize” your order are limited and not helpful for people with dietary restrictions what so ever. There are also many bugs and error if u decide to order from the deals section. I had to spend almost 1 hour ordering for my family because of all the random errors I encountered and delays when clicking on options. Very very disappointed. Please hire a better app development team... honestly I think you would have been better off outsourcing this project to some overachieving high schoolers. Be better.

So far ok, it can be improved!. I’ve used this app for a few months now and I feel ok about it. The experience can be improved. I’ve never ordered ahead from the app, so I can’t tell you how well that may work, but I use it to pay in-store for my orders and it works as advertised. I wished one could add the card to the iPhone wallet app like the Starbucks card so that I didn’t have to find the app in my phone every time I need to pay.

Great app unless trying to preorder late in day. Earlier this year for some reason, if you try to preorder for pick up after 6 PM, the app says the next possible time to pickup is the next day. It won’t let you do any ASAP or schedule for pick up before they close. It used to and I have mentioned this on their website and even to store staff. They all seem baffled by the change. Why did this change?

New app has issues. Recently the sandwiches I wanted were no longer for purchase thru the app but were on the menu on the main website. Now the sandwiches are back on the app for purchase. The only thing wrong now is that the salad my mom likes the Mediterranean chicken salad is on the menu on the website but not available for purchase thru the app.

Great food, delivery service very disappointing.. Love the food, but absolutely HATE that they won’t take phone orders. Not everyone has a cell phone to order with. All the fees are ridiculous and I can’t talk to a real person to specify what I want. I HATE it. I was already on the phone with an employee and was told to hang up and use one of “seventeen” apps to place my order. Not very accommodating. Highly considering boycotting Potbelly’s altogether because of that. Definitely boycotting deliveries.

Order got cancelled. I came to pick up my order and waited 15 minutes but it never came. I checked on the app and it showed cancelled. I asked the lady and after 10 more minutes they said payment failed. I checked the app and correct card was on file, they said I had to place order again. I have placed order a 2nd time and let’s see what happens, basically wasting my lunch time here waiting to see if food comes in after 2nd attempt. Will check with my bank to see if I get charged twice, pretty bad experience.

Pot Belly. When you click location, to locate a store from which to order, it merely lists all the Pot Belly stores in the country, in no particular order, not segregated by state, or even alphabetized. As you scroll through - if you have the time - it suddenly starts to loop back and show the same 25-30 stores over and over. ABSOLUTELY IMPOSSIBLE TO USE. Using Apple iPhone 6 with location service turned on. Gave up and went somewhere else.

Awesome - Thanks!. Have driven by my local shop many times but never thought to go in, as I don’t like cold cuts. Due to offer for free first sandwich, I was pleased to see that Potbelly offers rotisserie chicken and turkey! If it’s good, I’ll be eating here regularly in the future! Sandwiches are my favorite meal. As for the app, no trouble with it. Do wish that it supported Apple Pay, as it’s a pain to add my payment info to every system, and the all the hacks these days makes me only really trust Apple with my information.

Online order 12/29. It’s always something with this location. I just made an order went to pick it up n they doors are locked saying they are closed on 12/29! Then why take my order? They should have the ability to turn off online orders if they close the doors. This just messed up my lunch hour n now I have to go back to work with no food. I want my money back ASAP!

Review: 1161 East Southlake Blvd, Southlake Tx. I would just like to say how wonderful the service is at this location. My order is always correct, on time and the employees are so personable. They even know my name. :) I order from this location at least 2 times a week because it is so convenient and the employees are awesome!! keep it up! Thank you, Katie Cummins

Payment doesn't work, location permissions wrong, UI mostly confusing. I tried to use the app to place an order. The app concludes saying "order success" while at the same time indicating that "payment failed". I then tried to pay in the store using the app; this also failed. The app asks to location services even when the app isn't running. If you decline location services then you have to scroll through an unordered list of every PotBelly in existence to select your PotBelly. I gotta say, I didn't realize that there was so many PotBellys.

App rarely functions. I work near a potbelly and frequently attempt to use this app to order ahead to save time during my lunch break. The app works about 1 in every 10 times that I try to use it. Most of the time I receive an error message saying, "something is wrong with the network" and am not able to order. I tried to remedy the situation by reaching out to potbelly technical support, but only received advice to delete the app and re download it. Unsurprisingly, this did not fix the issue. I'd recommend using the website to take advantage of the rewards program potbelly has implemented. The app has proven to be absolute garbage.

Review Order. It would be beneficial if a customer could enter a review of the order/service after an order has been placed within the app. It would be useful if the app notified the customer when the order was completed, so that they know when to go up to the counter. It would also be good if the Potbelly cashier announced that an order for [name] was completed, like other restaurants do with their apps. The “pay” category was confusing, as I was looking for “payment methods”, which was under the pancake menu. Other than that, good app, but many better restaurant ones out there.

Temporary hours without changing their online ordering system. I placed an order for drive-through pick up on my way to work since I work overnights I have to pick something up quick and I pull up to the drive-through to get my order that I already ordered and paid for to find out they have temporary hours so I paid for food that I’m not going to get and now I have to go to work for 12 hours with nothing. If you’re going to change your hours to temporary hours you should probably change them on the online ordering app so people don’t order ahead and show up when your store is not open

Terrible pick up order experience. Ordered ahead using the app, it’s now 30 minutes past the pickup time and we don’t have any food. When we arrived, the employee at the register was on the phone for several minutes while there was a growing crowd of people. Each person waiting to tell her the name on the order so she could print the ticket to make the order, only after she got off the phone. Then one of our sandwiches was “lost” and we are still waiting for that one while the other one gets cold. This is the worst ordering experience I have ever had.

Their were hard pieces in my sandwich. I went to the Matteson, IL location and there were hard pieces of something in my Ham sandwich. At first I thought it was shredded paper because it was just that thick and slimy. However after further investigation its something else and I have no clue as to what it is. Whatever it is, it’s old because of the discoloration. People should take pride in what their serving to their customers. I refuse to waste gas and go back. For now on I will dissect my sandwich before leaving, which is something I shouldn’t have to do! This is ridiculous!

Needs to use Apple integrated systems. App is slow.. 1. Doesn’t use Apple integration. Where is “setup with Apple” when I have to sign up to use your app? This doesn’t need to be this hard. 2. Integrate Apple Pay! Hello! I don’t need to add my credit card, and frankly I’d rather not. I have no clue what protections your system has for storing my credit card information. I trust people smarter than whoever set up the credit card system in th is app. 3. The app is painfully slow. Hire the guy who made the chick-fil-a app. That app is flawless.

Whoever green lit this change should be fired. I have used the potbelly ordering so pretty much daily for a year and never had a problem. With this new app you can’t order pick a pair salads and half the time I can’t get anything to add to the bag. This has to be killing business. Sometimes change is a good thing- this time it is not!

Floods me with unwanted notifications. The app mostly works well enough, but it still regularly sends push notifications suggesting that I buy a meatball sandwich. I’ve tried many times to disable just the promotional messages with no success. Also I live near 2 Potbelly’s and it only lets me order delivery from the closest one, even on weekends when the closer one is closed. I have to use uber eats instead on those days.

Gift Card App Error….. Every time I try to add gift card to the app it gives me an error….. I have an online order queued up hoping to use my Christmas GIFT card, I just getting repeated errors no matter how many times I close the app and retry. The store scans the card and verifies that money is on the gift card. The store will not let me get the online deal bc the potbelly app will not accept their gift card……. Why would the store not honor the deal if the potbelly app is broken, not recognizing their gift card. I would recommend never ever buying a gift card for potbelly's or using their app. My whole potbelly experience is sadness complete saddness.

Poor service - closing early. I placed my order as I normally do as the plane started to deplane at 10:15pm Thursday night. Your store posted hours were to close at 10:30. My order was acknowledged and I was given a pick up time of 10:32. I arrived ar the counter and an employee emerged from the back and said they were no longer serving. When I pointed out that my order has been taken and I had been promised my food, he simply shrugged and said he was only 17 and had to get to bed early. Another woman emerged from the back and politely said that they were no longer serving. I asked for my money back and she refused!

Improvements Needed. It doesn’t remember my previous orders ever and it is often super slow. You know what it does remember? The one time I ordered for delivery to an odd location two years ago. sometimes it will say this item isn’t on the menu, please start again and I have to remove everything and start over. It’s been a long time that this has been happening and with all the amazing apps now and the boom of eating out/order pickup delivery, I would think they would have resolved it by now.

A little confused. The email that prompted my order said place an order over $5 and I would get a free Original sized sandwich as I followed the app ordering process the discount was never offered or applied in the end my order for a skinny sandwich and a pick a pair was $26 plus $3 tip for delivery not complaining but the offer seemed to good to be true… I tried it but it didn’t work for me

Sorry, bad experience today. Server didn’t greet me. I had a curbside pick up but came into the store to help out. Saw my order behind the counter. Waited patiently while she made 3 sandwiches then just mentioned that my order was on the counter. Still no response or acknowledgement. Waited while she made 4 more sandwiches-no one else in the entire store. Finally I said excuse me, could I pls have my order. She didn’t say anything to me. Put my order on the counter. No acknowledgement at all, no verbal exchange of any kind. I don’t usually comment on service and most times everyone is at least friendly. Very disappointing service today.

Good sandwiches!. Great place to eat. 3 people working hard. Probably need to re-examine their carry out/pick up procedure if a bit understaffed. Maybe just a name check when people come in and visit the register to see if their order is ready. Only one person in the order in line - so no crazy busy. Anyway…Left a 20% tip online - will continue to do so. Just a thought.