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:07/04/2025

  Type:Product Issues
  Status:

  AnsweredMore 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 writing to formally express my disappointment with the service I received at your San Antonio 281 & Encino location. On my recent visit, I went through the drive-thru where I encountered a staff member named *****.I had ordered and paid for two extra pie crusts, as clearly shown on my receipt. However, I was only given one. When I tried to politely explain that I had paid for two, ***** responded rudely, saying AND and did not offer any resolution. Her attitude was dismissive and unprofessional, and it made the experience unpleasant.I expect better customer service, especially when I am simply asking for what I paid for. I hope you will look into this matter and ensure better training and accountability at this location.Thank you for your time. I am happy to provide a copy of my receipt if needed.Sincerely,****** ***** *************************

  Business Response

  Date: 07/07/2025

  reached out to customer and provided a refund. 

• Initial Complaint

  Date:06/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 June 22, 2025. I was rudely told through the drive through to come in they claim the station was down this happens 8/10 times I come to place(I think this is a lie). I then come in and they do not greet me. I was asked and told them multiple times not to put pickles on my sandwich Im extremely allergic! They put it on my sandwich anyway.

  Business Response

  Date: 06/24/2025

  Contacted customer and provided meal replacements

• Initial Complaint

  Date:06/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Im writing to make a complaint about when I purchase my food this issue has happened more than once this is the third time. It will charge my card and they will say it never went through so I will have to swipe my card again. This is a big inconvenience to me because I dont have money to make double purchases when I only ordered once. Then it will pend on my bank for several weeks. I would also like to address when I fill out the survey for the free cookie they said they have to keep my receipt instead of writing the code down and I need my receipts. I would like to add ******* the manager has been extremely rude to me with an attitude each time she is there. On Thursday 6/12 and Friday 6/13 she didnt even acknowledge I was there to order she walk in the back like I wasnt even there. Please contact me about these issues. Thank you for your time. Have a wonderful day!

  Business Response

  Date: 06/19/2025

  District manager of restaurant has reached out to this customer to provide apology and refund. 

  Customer Answer

  Date: 06/27/2025

  Complaint: 23472119
  
  I am rejecting this response because: I have not received a call or a refund from the general manager/company. They have since banned me from the location out of retaliation for making complaints. Can you please open my case back up and add this to my complaint as not resolved in fact it got worst and I didnt do nothing wrong and I have several recordings to prove that I just complained about being charged twice, how I was treated by Trinity and *****, the portion of meat that I was receiving on my salad and them keeping my receipt and slandering me and saying Im trying to use the same receipt to get a free cookie which is not true and I have several emails to prove that I did the survey each time more than once and I get a validation code for the free cookie. Since I made complaints and voice how I felt in a respectful, peaceful and professional manner than I was disrespected, slandered and retaliated against and it was used against me. Thank you for your time. Have a wonderful day!!
  
  Sincerely,
  
  ******* Foster 

  Business Response

  Date: 06/27/2025

  Customer was contacted and a refund was offered

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23472119
  
  I am rejecting this response because:
  I hope all is well. I would like to add as well when I ask to speak to the general manager ******** White regarding everything and for him to hear the recordings ***** told me that he doesnt want to speak to me and he is the owner that I was band and I looked it up and thats incorrect Franchisee Shak ***** is the owner and I would like to speak to him regarding everything from being charge twice, the way I was treated by Trinity, ***** and ******** refusing to speak to me regarding these incidents accusing/slandering me about using the same receipt to get a free cookie and I have proof that  isnt true by the validation codes in my email, being charged twice on several occasions this really affects me in this economy because it will stay pending on my bank account for 2-3 weeks its not my banks fault because I called them and they told me its with PotBelly processing so I have to wait and has caused my account to overdraft and not let my bills go through then being retaliated against because I complained and spoke up for myself about the things that were wrong like anyone would in a respectful, peaceful and professional way to ******** ***** about Trinity manager attitude and being extremely rude to me when I did that, thats when I started to be retaliated against and when I complained to BBB thats when it got worst and I was banded for no reason and I have recordings to prove it was for no reason.
  

   I would really like the owner ******** to hear my recordings it isnt about me being able to go back its about the truth and whats right because I honestly didnt do anything wrong and I can prove that. I just dont appreciate being lied on, slandered and retaliated against for complaining. My boyfriend is in the military and this isnt right and this is causing me mental harm. I have not been contacted by the business. Thank you for your time. Have a wonderful day!!

  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:04/02/2025

  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 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:

  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.

  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:

  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 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:

  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 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:

  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.

  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:

  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.

  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:

  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 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.