Can’t use it anymore
I don’t know if it’s the store or the app but everytime I try to order now I get “Looks like the store you selected is unavailable right now”. Why even let the user get all the way to the checkout process if they can’t order from that store?
Lies about offers
Will send you notifications about offers and perks, but as soon as you try to redeem them they disappear. Very scummy behavior
Worst App In the World
This is the worst ordering/perks app I use. So frustrating that every time I try to use the app, it wants me to reset my password and then it doesn’t send the email right away. Super annoying when you were trying to order a pick up for that time. Then, it never works after I reset with the link. I am stuck in an endless cycle of wrong username and password messages. Even after updating it never works. Yet somehow Potbelly can always litter my email with their junk. Reminds me why I stopped going there. Don’t use this garbage app!!!
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Unable to Checkout
Almost everytime I want to checkout my order, there’s an error. No matter if I order on the app or website, it just doesn’t go through. This has been a constant problem over the time I’ve used the app/website.
Still not complete
Add to bag is highlighted until you put in your instructions. App doesn’t like instructions. I like sauce and hots on the side.
Don’t order from App if you want your food within reasonable time
If you order from app they will assign you an arbitrary time, usually later than estimate, and they will not even start to make your sandwich until then, and they will refuse to make it until assigned time. Even thought if you stand in line you usually get it in 5 minutes, so there’s no point to use the app unless you order like an hour early. Probably won’t go to this store anymore.
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No calorie count
Everything is 0 calories. List the calories on your app
Need improvement
Easy to order, but can’t set a default payment method in my account, so have to start all over again for a new order. Also can’t add multiple gift cards stored in the app for future uses. Each order can only use one gift card.
Gift Card Failures
Fails using Potbelly Gift Cards
Notifications much!
As far as chain restaurant apps go, this app provides decent order functionality allowing you to customize sandwiches, etc. where it’s annoying AF is with the notifications. I don’t need a banner ad reminding me to go to Potbelly every time I’m in some proximity to a location. I can put up with some restaurant app notifications about new products and specials but this is excessive. I turned off all notifications. I don’t want to be riding the DC Metro and get a banner at every stop.
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Punished for using app
Placed an online order through the app and selected ASAP for the pickup time. The app gave me an estimated pickup time of 12:39. I arrived at the drive-thru 10-15 minutes before this and they told me I was too early and instructed me o drive around and come back later.
I asked if they would have made my order immediately if I had simply ordered through the drive-thru instead. They said yes and made me go around anyway. So apparently using the app’s ASAP ordering option means getting worse service than if I had just ordered through the drive thru when I arrived. Absolutely baffling way to punish customers for using your app. And just to be clear this was an order for one sandwich and a drink, it’s not like I was holding up the drive thru for a 30-person catering order.
I asked if they would have made my order immediately if I had simply ordered through the drive-thru instead. They said yes and made me go around anyway. So apparently using the app’s ASAP ordering option means getting worse service than if I had just ordered through the drive thru when I arrived. Absolutely baffling way to punish customers for using your app. And just to be clear this was an order for one sandwich and a drink, it’s not like I was holding up the drive thru for a 30-person catering order.
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Perks ‘Try Again’
This app never works for more than a simple order. Get a sandwich, add a second sandwich. Apply Perk, Oops, try again, no Perk available. Goto Perks and try to use coins for a free sandwich, Oops, Try again… AND they still take your points when you cant complete the order. I like Potbelly, but if they cant help you order based on offers like ChikfilA and Subway apps, then they are dropping to my ‘only if i have no other choice’ restaurant.
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App works for the most part
The app has failed with gift cards more times than it has worked. Very inconvenient as I have to use the gift card in store which makes the app useless.
Buy in person
It takes 30-40 mins for an online order. And ~3mins for an in-person order. I would recommend not using the app. I usually wait 15mins. No matter what the app says you’ll end up waiting at least 10 mins.
Great service, food made with love!
The food was made fast and was hot! The service was great and the people were very sweet.
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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