Potbelly updated their app and their rewards program, which allowed perks members to redeem coins for a number of different perks, instead of only earning up to a free sandwich. I had earned enough coins to redeem for a free sandwich, and I intended on doing so, but the new app was less than user friendly without specifying that you needed to touch the sandwich icon to redeem for it. I was instead awarded a free salad, which would be fine had my salad experience not been underwhelming when our location didn’t have the greens mix, only shredded romaine. I reached out using the “Contact Us” page on 2/2/2024. No response. I have reached out multiple times since then using the “Contact Us” page and also on social media. Four weeks later, and I still have no response from anyone. It’s disappointing as someone who ordered via the app multiple times a week to have absolutely no response after this long. I have started to question if customer service even exists at this company. I do not plan on ordering from Potbelly until this has been resolved.
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