Complaints

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.

• Initial Complaint

  Date:09/19/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 reaching the end of my patience and am extremely exasperated with Potbelly on ***********************************. This marks the third instance where my order for an skinny avocado turkey came without the avocado. Ordinarily, I let it slide and tell myself that I wont come back. However, today I made a phone call to notify them that my skinny avocado turkey was missing its avocado. The response I got was shocking; the young man on the line resorted to swearing at me and then abruptly hung up Im at utter disbelief at his rudeness. His lack of professionalism is simply not acceptable. When I called back twice, there was no response. I urge you to ensure your staffs receive proper training in customer service and correctly fulfills orders. I've attached my card statement of the order I made today (note that this has happened several other times), and a screenshot of the phone call.

  Business Response

  Date: 09/23/2024

  Hello,

  Our District Manager, *** *******, was able to make contact with the customer on 9/21/24.  *** offered an apology for the experience our customer encountered and has offered a full refund as well as several complimentary coupons for future visits.  Potbelly strives to provide the best quality and service, and we were disheartened to learn of this experience as we never want to disappoint our customers.  (We are awaiting a response from the customer for address and order info for the refund)

  Thank You,

  Potbelly Customer Care

  Customer Answer

  Date: 09/23/2024

   
  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. District Manager, *** *******, reached out promptly. He demonstrated excellent customer service skills through his immediate apology,empathetic understanding, and effective solutions. Great job. 
  
  Sincerely,
  

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

  
  

• Initial Complaint

  Date:07/25/2024

  Type:Service or Repair Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  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 tried placing an online catering order on July 22nd for a catering date on July 25th. The order did not have a confirmation or record of the order in my online portal. Additionally, I checked spam and all email folders and did not receive a confirmation email.It appeared that the transaction did not go through. Therefore I placed the same order on July 24th for our event. I immediately received a confirmation email and the purchase appeared in my account. During the event, both orders were delivered and charged. I contacted the store immediately to dispute the duplicate because the order confirmation was never received. The store manager told me to contact corporate customer service. Again I tried right away to return the second order, but they did not respond to the online form or answer the phone number. The system not confirming large orders is a confusing issue. I have no record of the charge or receipt of the first order. The only confirmation and receipt I received was from the order placed on July 24th.

• Initial Complaint

  Date:01/22/2024

  Type:Delivery Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  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.

  Me and my cousin and her husband ordered food from here and all of our sandwiches were poorly made and all of our sandwiches had quite a bit of not no fresh ingredients on it and we also ordered 3 salads that all had bad lettuce on them and not only that we all got sick from the meal I called there headquarter number with is a computer system 2 times and I never got a response back from them which made me mad because my cousin is a cancer patient and me and her husband have our own health issues as well

• Initial Complaint

  Date:01/01/2024

  Type:Service or Repair Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  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 ordered a farmhouse salad that explicitly includes bacon but when I got home I realized they didnt put any bacon in the salad. Its a premium ingredient so the omission must have been deliberate. I contacted the shop but they told me I had to come back to have them remake it or if I came another day, Id have to show proof that the salad didnt include bacon. The employee didnt specify what that proof would need to be. I would have gladly come back on another day but then I didnt want the stress of having to argue with a manager who didnt believe the evidence that I could provide. The amount owed is ***** - **** plus tax in Arlington, VA (11%).

• Initial Complaint

  Date:12/22/2023

  Type:Product Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  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.

  This gift card simply does not work. The numbers are invalid according to the Potbelly website.It is impossible to reach a human being at Potbelly's support number.I want a refund of $20.

• Initial Complaint

  Date:11/05/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  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.

  Came into this location in Hyde park literally to get two cups of water for my dogs. The guy rang me up and it was **** for two medium cups. The asked the guy why it was almost 6 dollars for two cups of water and if water is the same costs of pop and he said they charge for the cups. I told him that it was ok I would just like a refund because to pay 6 dollars for water from some paper cups was just absurd to me . So he wanted to roll his eyes and then inform his manager of why I wanted a refund and the ghetto lady just wanted to get an attitude with me and call me baby saying oh yeah these cups costs money baby. Which I found very rude. Perhaps instead of charging people ridiculous amounts for cups they should put that money into receipt paper since apparently the whole store was out of receipt paper where they could not provide receipts to customers . I wonder what incompetent person that failed task fell upon where your store cant even remember to order enough receipt paper to give customers receipt. Either way I decided to pay for the cookie for the customer behind me since she had to wait this long time just for me to get a refund and be disrespected and I assure you I will never enter into another potbellys restaurant again for any reason. This location is by far the nastiest place of any of the pot belly locations I hav ever been to. Keep the 6 dollar cups rude eye rolling enployees and incompetent managers calling customers baby who cant even provide receipts because the location is out of receipt paper. Just typical ghetto customer service expected by a certain low class level of employees

• Initial Complaint

  Date:10/24/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 9/28/23, I placed an online order through Potbelly to send an e-giftcard that amounted to $100 to a friend. My order number is #*****. Since this time, my friend has reached out saying that they never received the Giftcards. I have tried calling ***************** however, there is no option to speak to an actual representative (it is only automated messages). I have tried emailing and have left voicemails with their automated messages but have heard no response. As we near one month since my order date, I am extremely disappointed in the lack of **************** support in trying to resolve this issue.

• Initial Complaint

  Date:09/27/2023

  Type:Product Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  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 an account holder of ********************** Perksa loyalty program where you receive points for purchases at the sandwich shop. On August 31, 2023, which was DOUBLE POINTS THURSDAY, I redeemed my birthday reward for a shake by placing an order on the app. When I arrived to pick up my shake, I placed two additional dine-in orders for sandwiches. The points for those purchases were not added to my account after I scanned my perks card. The first order total was $13.24. The second order total was $10.34.Ive reached out to support 3x to get assistance because theyre not like other restaurants where you can scan your receipt for missed points. September 1, 2023, ****** replied stating they can add the points to my account as long as I can include the receipt and it is within 30 days of initial transaction.On the 5th, I respond to her email and sent the receipts. Ten days passed with no follow up. So I contacted support again on the 15th asking for the points for the additional transactions to be added. ****** responds stating I received the points for the shake, so the account is accurate. I know the points were added from the shake. Clearly, she doesnt understand. My perks points are NOT accurate! I scanned my perks card for two additional sandwich orders at the counter, but the system didnt catch scans for neither transaction. Ive spoken to staff at the location. Staff claim they know nothing about Potbelly points and how they work. Its sad the staff are clueless. If Potbelly perks customers spend money at the restaurant, they should be able to receive help for issues pertaining to their order and/or account. I contacted support a third time the week of September 17th and I have yet to receive any resolution to the matter. All I want are my double points for each of the sandwich purchases. Potbelly say talk to us and provide details, but each time I did reach out, support has NOT been helpful.

• Initial Complaint

  Date:08/23/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 came in to the Potbelly's located at ***************************** on Saturday, August 19th at around 1pm. I came to order and asked for a Veggie Melt. The gentleman I ordered from gave no issue with my order, but then a female employee manager came out from the back and then whispered to the gentleman that they were out of mushrooms despite me seeing mushrooms. He asked if I still wanted the sandwich and I said, "no," and didn't say anything. As I started to walk out of the store, the same woman from the back walked in my same direction staring me down as I left. She was clearly attempting to deter me from the store. I filed a complaint on Potbelly's website the same day and still have not heard back and also called the Corporate hotline and left a message on the automated response system. I also left a message on their Ethics hotline and was given the confirmation code: ****************. I also attempted to email the *** of Potbelly's, but he has created a block on his email. This was an atrociously negative experience to be made to feel so unwelcome at this store and treated like I was some awful person without any violation of any store policy and a regular customer of **********************'s since **** when I first was a customer.I would like contact from a member of the Executive Team and want an in-person meeting at their Corporate Headquarters to discuss this incident.

  Business Response

  Date: 09/15/2023

  The Regional Director for this Shop personally reached out to the customer on or about September 15, 2023 to gather additional facts and assure the customer that this issue has been addressed at the shop level. The Regional Director thanked the Customer for his feedback and for helping us better our team. The Regional Director ended the conversation by letting the Customer know that he will be sending free sandwich tickets to him as a way to partially make up for the poor experience.

  Customer Answer

  Date: 09/15/2023

   
  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:08/10/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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've sent several receipts and error messages to the email for over 4 weeks I received. Not receiving any point for the last 4 orders due to the locations losing Internet or power or something wrong at some point technically I received one response 4weeks ago! I am reporting you to the Federal trade for fraud at this point