Potbelly Sandwich Works

Name: Potbelly Sandwich Works
Rating: 4.8 (164829 reviews)
Author: Potbelly Sandwich Works, LLC

Order ahead and earn rewards!

Free

165K Ratings
Ages

4+
Years
Category

Food & Drink
Developer

Potbelly Sandwich Works, LLC
Language

EN
English
Size

115.3
MB

Enjoy an all-new Potbelly app, rebuilt from the ground up to make your mobile ordering experience faster, easier, and more rewarding than ever! Whether you’re craving an oven-toasted sandwich, salad, or soup, we’ve got you covered. Plus, when you sign up for Potbelly Perks, you’ll be earning coins towards free food with every order. QUICK BROWSE: Find your favorites with streamlined craveable menu. SIMPLE CUSTOMIZATION: Add or remove toppings with ease. FAST CHECKOUT: Order confidently on the go. EASY REWARDS: Convert coins, track progress, and earn treats. DELIVERY AND IN-SHOP PICKUP OPTIONS: So you can Potbelly anywhere and bring the good vibes with you. CATERING: It's easier to feed your crew...or hey, maybe you're just reallllllllly hungry.

Ratings & Reviews

4.8

out of 5

165K Ratings

Disastrous update to App
07/08/2021

jdtu23
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!!
Disastrous update to App
07/08/2021

jdtu23

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!!
Poorly Designed Order Completion Time
Nov 7

GangTrapChristopher
It is evident that insufficient effort was put into Potbelly’s online ordering system, which provides customers grossly inaccurate information based on a fixed estimate rather than accounting for demand or, ideally, using real time information from the queues employees at the shops are using to actually complete the order. Your system should never be telling customers that an order is ready for pickup when it is sitting dozens of orders back in a queue for the person making it. This not only leads to a disappointing and ultimately unfair customer experience, the stress and problems it creates for your workers is inappropriate. Running promos is great for driving volume, but not if your stores are not equipped to manage additional or even varying volumes of demand. Your system is inadequately, arguably poorly, designed to reflect the reality of throughput. That is, no store can make an infinite number of sandwiches per hour, yet your system tells customers a time based on a fixed number, regardless of how many sandwiches have been ordered. It’s a very simple concept that more sandwiches ordered means more time to make those sandwiches. Doing this shows Potbelly prioritizes profit and creates false expectations, leaving customers and employees to endure the burden.

Developer Response
Hi there! Thanks for taking the time to share your experience. We’re always working to improve how our system handles order timing and shop demand, and feedback like yours helps us get better. If you’re open to it, our Customer Care team would love to help and hear more. Just reach out at talktopotbelly.com.
Poorly Designed Order Completion Time
Nov 7

GangTrapChristopher

It is evident that insufficient effort was put into Potbelly’s online ordering system, which provides customers grossly inaccurate information based on a fixed estimate rather than accounting for demand or, ideally, using real time information from the queues employees at the shops are using to actually complete the order. Your system should never be telling customers that an order is ready for pickup when it is sitting dozens of orders back in a queue for the person making it. This not only leads to a disappointing and ultimately unfair customer experience, the stress and problems it creates for your workers is inappropriate. Running promos is great for driving volume, but not if your stores are not equipped to manage additional or even varying volumes of demand. Your system is inadequately, arguably poorly, designed to reflect the reality of throughput. That is, no store can make an infinite number of sandwiches per hour, yet your system tells customers a time based on a fixed number, regardless of how many sandwiches have been ordered. It’s a very simple concept that more sandwiches ordered means more time to make those sandwiches. Doing this shows Potbelly prioritizes profit and creates false expectations, leaving customers and employees to endure the burden.
Developer Response Nov 11
Hi there! Thanks for taking the time to share your experience. We’re always working to improve how our system handles order timing and shop demand, and feedback like yours helps us get better. If you’re open to it, our Customer Care team would love to help and hear more. Just reach out at talktopotbelly.com.
Glitches ruin coupons & perks opportunities
04/07/2019

MShriner9
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.
Glitches ruin coupons & perks opportunities
04/07/2019

MShriner9

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.
Poor customer service
11/18/2023

Dkeo830
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.
Poor customer service
11/18/2023

Dkeo830

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.

Your Potbelly App Just Got a Major Glow-Up! Get ready for an even more magical Potbelly experience! We've sprinkled some extra seasoning in our app to make ordering your favorite sandwiches, salads, and soups smoother, smarter, and more delightful than ever. Here's what's cooking: Sweet Surprises: Our new location-based messages mean you'll get timely updates right when you need them. Hello, delicious deals! Seamless Journeys: Links now open directly in the app – no detours! Plus, we've fine-tuned location and handoff flows for an ultra-smooth ordering adventure. Customization Delight: Craft your perfect meal with even more ease! Our improved customization flow makes adding your favorite toppings a breeze. Your sandwich, your rules!

Version 8.2.0

Nov 4

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Ratings & Reviews

What’s New

Version 8.2.0

App Privacy

Data Linked to You

Data Not Linked to You

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Wallet

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