Prices are too high and takes too long to get rewards.
$6 for a bowl of soup and like $7-8 for a bowl of Mac and cheese that are really both side not entree portion sizes is wild! It would be different if you adopted best practices from other restaurants like how McAlister’s loads offers on your account if they notice you’re a regular - yes their prices are high too but it helps when you know there’s going to be an offer for a free drink or free bowl of soup or $5 off $15 etc. And let’s be honest even with these things you’re STILL making money. But now you’re increasing frequency of visits and giving people a reason to choose Potbelly. The rewards program takes too long to get anything meaningful too - if you converted dollars to points it’s on a outrageously slanted scale that only gets worse like a Mac and cheese bowl is 4x the cost in dollars in points. At some point people lost the plot on why rewards programs even exist. And now most aren’t rewarding at all and this is no exception.
Update: another oversight I discovered - I provided feedback via survey link and they sent a coupon code for a free cookie. I have a S’mores cookie in my cart and it’s not recognizing that as a cookie because it says basket does not contain a discount eligible item - yet all cookies are the same price? So what are we doing here? This is friction that shouldn’t exist. Maybe a smarter approach would be 300 points for completing the survey and you bypass this overlook completely?
Update: another oversight I discovered - I provided feedback via survey link and they sent a coupon code for a free cookie. I have a S’mores cookie in my cart and it’s not recognizing that as a cookie because it says basket does not contain a discount eligible item - yet all cookies are the same price? So what are we doing here? This is friction that shouldn’t exist. Maybe a smarter approach would be 300 points for completing the survey and you bypass this overlook completely?
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Don’t bother ordering through the app if there is an issue with your order and request a refund
Ordered 3 sandwiches through the app, took almost 2 hours for the delivery, and when I talked with the store I ordered from because I felt unsafe consuming sandwiches sitting outside for 2 hours, they told me they are just a shell of DoorDash and all the orders go through them, and that they can’t refund me because it’s a DoorDash issue, talked with DoorDash and it’s the same thing, blaming potbelly for the delays and said they don’t have the payment information, eventually disputed my order with the bank.
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The app
This app never loads the menu
Ok but rarely takes gift cards
App works well with selecting items and cart updates with different order customizations. But app seems very selective when it comes to accepting gift cards as a payment type. I’ve been able to use a gift card once or twice through the app but most of the time I get a something went wrong error. Then I take those same gift cards to the store later and they are accepted without an issue.
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Delivery sucks
Ordering for delivery is always hell once you place the order there is no further updates and the delivery is never on time and when calling the store i ordered from they are even less help. I love the food but getting food delivered is such a hassle that it makes me not even want to eat from there at all. Also the drivers never actually call they just leave your food on the ground
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