Potbelly Sandwich Shop

Terrible service, added bacon to our sandwiches when not requested, the staff was very short and not welcoming. Ordered Mac and cheese just to tell us it’s out when we got to the register. Added way to much condiments it was dripping out of the sandwiches. Overall just not a good experience

Food: 3

Service: 1

I placed an order to be delivered, but made a mistake and placed it for pick up. I called and spoke with the general manager and she was very helpfull in assuring me it would be cancelled and refunded. I then repeated my order choosing delivery this time, but it glitched somehow after I picked delivery and was once again showing as a pick up order. I called again, and she said either herself or another employee will personally deliver it to me. It arrived on time, fresh and delicious as always!! Thanks Potbelly Subs for your excellence in both food and service!

Atmosphere: 5

Food: 5

Service: 5

For love of christ, order on the app my guy its 2025. And dont go thru the drive thru to spout off your 6 sandwich order for the whole fam unless you ordered ahead like a smart person, please. The rest of the smart ppl just wanna swing thru for their pre orders, takes 2 mins.

Joyce is absolutely amazing! She is always polite, positive, bubbly, and incredibly friendly. Her customer service is a solid 10+. She consistently goes above and beyond to make every visit a great experience. Employees like Joyce truly make a difference — she’s a big reason I keep coming back!

I am writing to formally express my deep dissatisfaction with the customer service I received from your West Des Moines location on Mills Civic Parkway regarding a catering order I attempted to place for Wednesday, July 9th.

On Monday, July 7th, I called the restaurant to place a catering order. While the initial order was taken, I was told that a manager would need to call me back in order for payment to be processed. Unfortunately, no manager ever contacted me. I followed up multiple times over the next two days to speak with a manager and confirm that our order was still scheduled. Each time I called, I was told there was no manager available.

On one of the final calls, I requested that the order be switched from delivery to pick-up and that payment would be made upon pick-up at 11:45 AM on July 9th. The employee I spoke with was extremely unprofessional and rude. When I asked for confirmation that the order would be ready for pick-up, they responded in a disrespectful tone, stating, “We have a catering order to prep for that day,” and then abruptly hung up the phone. This behavior was unacceptable and left me uncertain about whether the order would be fulfilled.

On the day of the scheduled pick-up, our staff arrived at the Mills Civic location at 11:45 AM only to be informed that the order had been canceled—with no notification, explanation, or attempt to inform us in advance. This caused unnecessary disruption and frustration for our team and reflected extremely poor management and customer service.

This was by far the worst customer service experience I have had with any restaurant, and I am incredibly disappointed. What should have been a simple catering request turned into a stressful and unpleasant experience, and it directly impacted our team and event.

I strongly urge you to address the issues at this location. The staff—especially those handling catering and customer communication—are in need of serious customer service training. I am also sharing this experience to caution other businesses who may be considering Potbelly for catering services.

I hope that someone from your team will look into this incident, and take it seriously as I would not recommend this company to anyone going forward. We will never be ordering from this company again. They have lost our service for good.

Atmosphere: 1

Food: 2

Service: 1

I don't go to Potbelly very often, but this last experience reminded me why I SHOULD go more often. First of all, my sandwich was delicious. Secondly, I really like that this location has a drive-thru. It's really the only drive through option in the area that has something beside burgers and fried food. But the biggest thing that strikes me at this Potbelly location is how great Joyce is. Honestly, I think the last time I went to Potbelly was well over a year ago, and I remember Joyce from that visit as well. She is extremely kind and helpful. She is very knowledgeable about the menu, even knowing to tell me where on the drive through menu I could see my options for various things. She was patient with me even though I couldn't make up my mind, and when I noticed the option for the garlic aioli sauce and asked to have that instead of the mayonnaise she suggested I could just do both. Even though I only ordered a 6 inch sandwich, she noticed that I had a bottle of Diet Pepsi in my car. And since it was an extremely hot day, she offered to provide me a cup of ice for it. You just don't get that type of service at a fast food restaurant anymore. You can tell Joyce is a hard worker and truly loves her job.

Food: 5

Service: 5

App wouldn’t work, so I called in to place an order for my wife who just had a baby. Person on the phone was incredibly rude and apparently I can’t just call in an order and pick it up? Absolutely ridiculous..

Atmosphere: 1

Food: 4

Service: 1

the guy messed up my order so bad. he didn’t even listen to me on the speaker and asked to repeat it and then continued to screw it up and overcharged me for something i didn’t want. they’re usually good but this cashier is on something and i asked for the receipt because i knew it was wrong and he purposely didn’t give it to me because he knew lol. great service

Never had before, so I thought I would give it a try!! Wow, amazing. I got the BLTA with garlic aioli. The sandwich is VERY good!!! The chili mac was good, too. Would love to try another sandwich next time i am in town.

Our first time there was last night and we all got different subs and were all very pleased with the quality and flavor, can't wait to go back. The staff were really nice too!

Food was average and prices were to high for quality of food.

Atmosphere: 3

Food: 1

Service: 2

Life's too short to eat just ok food.

Avo Turkey Sandwich ok. As a first time guest it was confusing to go to the back of the store to order.

The topping selection could be lined up with where you are actually ordering toppings instead of off to left and towards the front of the store. Deli mustard was a horseradish base which I do not like.

The workers were friendly.

Atmosphere: 5

Food: 3

Service: 5

Always fresh food, Always friendly service. My Go To lunch place.

Atmosphere: 5

Food: 5

Service: 5

The food was good but from the time we got our food and the time it took to make it 3 feet to the register to pay was about 15 minutes. The staff was very disorganized.

Atmosphere: 4

Food: 3

Service: 2

The manager is a pos :)

Atmosphere: 1

Food: 1

Service: 1