Contact Potbelly Sandwich Works Support

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.

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…)

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.