We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Sandwiches

Potbelly Sandwich Works LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Sandwiches.

Complaints

Customer Complaints Summary

  • 23 total complaints in the last 3 years.
  • 12 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:04/02/2025

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am filing this complaint due to Potbellys poor customer service and lack of transparency regarding its rewards program. Several months ago, I noticed that points had been removed from my account without any notice or warning. I can only assume that Potbelly has a policy where points expire if they are not used within a certain timeframe. However, at no point was I ever made aware of such a policy, which I find both unreasonable and unfair. Despite my attempt to resolve this issue by reaching out to Potbellys customer service, I have yet to receive a response or callback. It is extremely frustrating that there appears to be no reliable way to contact Potbelly for support, and even when an attempt is made, the company fails to follow up with its customers. This level of disregard is both unacceptable and unprofessional.I am requesting that Potbelly resolve this issue by either restoring the points that were unfairly removed from my account or compensating me with enough points to redeem a free sandwich as a goodwill gesture for the inconvenience caused.I hope this matter can be addressed promptly. If Potbelly values its customers, it should take accountability for its poor communication and lack of responsiveness.

    Business Response

    Date: 04/04/2025

    Hello, all of our Perks points are valid for 365 days, which is outlined in the terms and conditions. Upon sign up, the customers agree to these terms and conditions. 

  • Initial Complaint

    Date:02/10/2025

    Type:Facilities Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Their ********** location in *********, ** is a health hazard. I tried to report my complaint online, via phone, and through social media DM. No one has reached back out to me. This is disgusting and will be reported to the states OSH *****

    Business Response

    Date: 02/28/2025

    Hello,

    Complaint has been forwarded to the Franchise Owner for follow up with the Customer. 

  • Initial Complaint

    Date:01/23/2025

    Type:Customer Service Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am writing to express my extreme dissatisfaction and concern regarding my experience at your *********************** location in ********, **, on January 23, 2025, at approximately 2:35 PM.The incident involved what appeared to be either a store manager or district manager, who was bringing in supplies from a grey ***** CR-V with the license plate *******. The level of unprofessionalism and disrespect I encountered during my visit was deeply troubling and warrants immediate ************** is a summary of the events:1.Upon parking in a public parking space in front of the store, the manager stopped, stared at me with an extremely dirty look, and proceeded to make rude comments to a supervisor holding the door for him. Despite this uncomfortable interaction, I continued to park and entered the store to place my order.2.While I was inside, I overheard this same individual say, Yeah, I left my trunk open. Lets see if she can get out without hitting my vehicle stupid idiot. This statement was directed toward me and was clearly uncalled ******** I exited the store, I noticed his trunk was indeed left open, partially obstructing my parking space, due to us being parked in a L-shaped parking. I kindly closed it to avoid any issues. At that point, the manager sprinted outside and began yelling racial obscenities and using vulgar language. This inappropriate outburst continued for at least four minutes.When I informed him that I would be contacting corporate, he promptly returned inside.This behavior is beyond unacceptable, especially from someone in a management position. The unprofessionalism, hostility, and use of offensive language created an incredibly unpleasant and upsetting experience.I strongly encourage you to review the stores video footage from the time in question to verify my account of the events. Thank you for your attention to this serious issue. I look forward to your response.

    Business Response

    Date: 01/29/2025

    Hello,

    We have forwarded this complaint to our Franchise partner for further investigation.  We will follow up as soon as we hear back from them. 

    Thank you,

    Potbelly Customer Care

  • Initial Complaint

    Date:01/16/2025

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I order Potbelly via the website. The website does not block you from ordering an item that is not available. I only discover this once the food is delivered. I call and told that the missing shakes will be refunded. The shakes on the last 3 orders were missing on the order and I just realized today that they have not been issuing the refunds. Other order that were missing shakes:32399965480828928 *****************

    Business Response

    Date: 01/21/2025

    Hello,

    We have processed the refund for the three milkshakes for this customer.  The customer should see the refund of these items to her account within 7-10 business days.  We have also added a free sandwich and free shake to her perks account. 

    Thank you, 
    Potbelly Customer Care

     

  • Initial Complaint

    Date:12/23/2024

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On saturday 12/21/24, I ordered from potbelly via ****. I didnt receive the correct food and didnt receive all the items I paid for. I reached out to ****, and they refused to refund me at all and said it was potbellys fault (on *******************) for not getting a refund. I was stolen from by potbelly and have reached out three times with zero response, so I am filing this complaint to get my money back. Potbelly stole from me and never got back to me.

    Business Response

    Date: 01/02/2025

    Hello,

    We reached out to **** Eats on behalf of Ms. ****** on 12/31/24 and they have processed the refund.  They advised refund would reflect in 5-7 business days.

    Thank You,

    Potbelly Customer Care

  • Initial Complaint

    Date:12/05/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    In September I purchased $100 of Potbelly Sandwich Shop gift cards from ******. When I tried to use them in Potbelly's phone app to order food I received an error message saying that they could not be used. I contacted Potbelly support on October 3rd to explain the issue. They told me that they were working on a solution and in the meantime I could use the gift cards in store to make purchases. Two months later and the gift cards still cannot be used online. Several menu items are only available through the app and waiting in line to order is inconvenient so paying in store is an unacceptable work around. They should either fix the issue preventing the gift cards from being used in their online system or offer to exchange my cards for ones that do work as expected.

    Business Response

    Date: 12/12/2024

    Hello,

    We are replacing the gift card balance for card #******************* that Mr. ******* reported to us in the amount of $14.73.  We have also included free coupons for sandwiches and cookies for future visits.  

    He indicated he was seeking compensation/replacement for $75.00 worth of cards.  If could email us at ****************************************** with the additional gift card numbers, we'll be happy to assist. 

    Thanks,
    **** *******
    Potbelly Customer Care 

    Customer Answer

    Date: 12/17/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ****** *******

  • Initial Complaint

    Date:11/25/2024

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased (2) $25 Potbelly gift cards from ******* today. The back of the cards state "Cards have no value until activated". I then went to Potbelly Dotcom online to register them.....there is no place to register & activate a new card. There is a spot to check the "remaining value" on the cards, but, when I enter the number (I tried every string of number on each card), it states that the number is invalid and there is no value on the card.I then tried calling Potbelly, there is no customer service # listed on the website, and, no way to contact them. I then went to my local Potbelly to see if they could activate them. They told me to go to the website, I showed them that there isn't any place on the website. They stated the local store could not activate the cards. The employees tried several different approaches to no avail, including contacting another store who were also unable to figure out how to activate them when they checked the Potbelly website themselves.THIS IS FRAUD.....

    Business Response

    Date: 11/26/2024

    Hello, 

    Customer can reach us via online at ************************************ or email us with the card information and their contact information at ****************************************** and we'll be happy to assist. 

  • Initial Complaint

    Date:11/18/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    There is a security issue with potbelly app. My mobile app is hacked and someone ordered potbelly meals on two consecutive days - 11/12 and 11/13/2024. When I logged in my app, my phone number is correct, but someone changed my name to **** ****. I request potbelly to investigate this issue and refund my loss of $221.96. Also restore security to my app so I can use it. 

    Business Response

    Date: 11/19/2024

    Hello,

    We reached out to the customer on 11/19/24 to let him know that we refunded both transactions totaling $221.96.  In the communication, we also suggested that he change the password associated with his account. 

    Thanks,

    ****
    Potbelly Customer Care

  • Initial Complaint

    Date:11/14/2024

    Type:Service or Repair Issues
    Status:
    Unpursuable
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    There is a secuirty issue with potbelly app. My mobile app is hacked and someone ordered potbelly meals on two consecutive days - 11/12 and 11/13/2024. When I logged in my app, my phone number is correct, but someone changed my name to **** ****. I request potbelly to investigate this issue and refund my loss of $221.96. Also restore secuirty to my app so I can use it.

  • Initial Complaint

    Date:10/31/2024

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I sent a message at ******************************** requesting to be contacted regarding an experience at a Potbelly shop. The message was sent on October 25, 2024, and I have not received a response. I would appreciate it if someone from the corporate office could call me.

    Business Response

    Date: 11/08/2024

    Our ************* team was able to make contact with Mr. ******* today, November 8th.  We were able to understand details around his experience to share with our shop and placed two free sandwiches on his perks account with us. 

    Customer Answer

    Date: 11/12/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    **** ******

Potbelly Sandwich Works LLC is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.