Potbelly Sandwich Shop

We ordered 3 sandwiches and 1 chicken and 2 veggie pizzas for takeout, with clear instructions that the veggie pizzas should have no meat. While the order slip had the correct instructions, when we got home and checked, one of the veggie sandwiches had pepperoni in it. A vegetarian in our group accidentally took a bite, became sick, and we requested a refund rather than driving back downtown for a replacement.
The female manager assured us we’d receive a refund within 24 hours, but nothing was processed. On the third day, when we followed up, we were told the same thing again with no results. This was very disappointing, as we had already paid for food that couldn’t be eaten, leaving one person without a meal.
Finally, I went back to the store with the half sandwich (saved in the refrigerator) clearly showing pepperoni in it. Instead of sincerely apologizing, the manager reluctantly replaced it and accused me of speaking too loudly—completely dismissing the issue and showing no accountability.
This experience reflects zero customer service and a lack of care for customers with dietary restrictions.

Atmosphere: 3

Food: 2

Service: 1

Just awful. Should’ve suspected it when someone else was complaining & asking for a refund while we were ordering. Anyway, got our sandwiches home to discover they only put 2 pieces of meat & a slice of cheese on the sandwich & that was literally it. No lettuce, tomato, mustard, mayo or anything else. You couldn’t even call what we had a sandwich. Huge bummer.

Food: 1

Service: 1

I highly recommend this place for potbelly sandwiches. The customer service is excellent. I would highly recommend Priyanka and Teddy for excellent customer services and going beyond. They were very courteous and helpful during my recent visit. They showed amazing enthusiasm even though it was getting close to 9 pm.

The sandwich was warm and prepared very well. The ingredients were fresh. They also offered new sauces which were on the menu. The shake was amazing.

Atmosphere: 5

Food: 5

Service: 5

Recommended dishes: Cookie, Sugar Cookie

Had the best service I have ever had at a Potbelly today. Caliah was great. So very friendly and knowledgeable about the product. An asset! Sandwiches were great and I loved the toasted marshmallow shake.

Atmosphere: 5

Food: 5

Service: 5

Ordered a sandwich and literally only 2 pieces of meat on this sandwich. Seriously. For shame! Not worth paying for delivery and the two slices of meat. 0/10 don’t recommend.

Food: 1

The level of incompetence with the employees here is insanely bad. They ask to repeat your order several times and still get it wrong.

Girl making the sandwiches is talking on her personal phone while trying to listen to customers at the same time. Manager came out and asked her if she was on her phone....she says no right in front of customers.

Place is dirty, no one wipes tables. We waited 15 minutes for a single sandwich to be made.

These terrible employees will kill your business. Who is going to want to eat here?

Update: I emailed the address that was provided below and received zero response. All around terrible customers service from top to bottom. (I spoke with Jenna, the district manager finally after a few weeks, and she also has never gotten back to me and it's been 2 weeks). Not hard to see why there are issues.

Atmosphere: 1

Food: 1

Service: 1

Great sandwiches, but if ordering delivery through Potbelly, be warned that they use door dash for delivery and their drivers don't verify the order is complete before delivery.

The level of incompetence with the employees here is insanely bad. They ask to repeat your order several times and still get it wrong.Girl making the sandwiches is talking on her personal phone while trying to listen to customers at the same time. Manager came out and asked her if she was on her phone....she says no right in front of customers.Place is dirty, no one wipes tables. We waited 15 minutes for a single sandwich to be made.These terrible employees will kill your business. Who is going to want to eat here?Update: I emailed the address that was provided below and received zero response. All around terrible customers service from top to bottom.

Atmosphere: 1

Food: 1

Service: 1

This location consistently disappoints. I work close by and have placed an order online a few times to pick up on my lunch and the sandwich has been wrong or over 10 minutes late every time. The workers seem to have no sense of urgency and lack leadership.

Atmosphere: 2

Food: 3

Service: 2

cooks slowly, communicates rudely with the customer

cooks slowly, communicates rudely with the customer

Worst experience I ever had at a Potbelly, very slow service some people walked out, very sloppy sandwiches, slow register person all around poor experience too bad.

Atmosphere: 5

Food: 1

Service: 1

I went here 2 months ago, nice juice sloppy big sandwiches. I also bought their jar of giardiniera it's the spiciest I've bought and I love that, therefore my fav giardiniera.

Atmosphere: 5

Food: 5

Service: 5

Came here for the first time in forever! Brings back lots of nostalgic memories. The staff was super nice and conversed with me which I really liked. The sandwiches were made very well and the the new cold brew milkshake is delicious! They are hoping to bring back Open Mic nights, I can't wait! Definitely one of the better popular locations that I've been to

Atmosphere: 5

Food: 5

Service: 5

I’m not usually the type of person to leave negative reviews, especially on some random sandwich shops page, HOWEVER :) I have the time today.I just went to potbelly’s with my family and I have a couple things to note,1. The service was questionable. Someone that was sweeping the floor greeted us at the door and that was nice; but the rest of the staff making sandwiches seemed to be bothered and overwhelmed with our basic orders and they weren’t very friendly. A little bit pushy as well. The dude putting the toppings on the sandwiches seemed nice I will say that.2. there was hair in my sandwich. :) like. A lot. the second I opened the packaging on the sandwich I saw that they had literally cut through a hair when cutting the sandwich in half and there was hair sticking out of both sides of the sandwich. I opened the sandwich up to see- what do you know? MORE HAIR :). Now I’m not a Karen so I wasn’t going to say anything but my dad insisted on getting a refund because he said that it looked intentionally placed and he was blown away by it lol. I will include a photo. When we told the girl working about it she originally looked past us and tried to ignore my dad and finally she addressed us by saying “what”. when we told her she quickly wrapped up the sandwich, before anyone else saw and didn’t say sorry just asked what we wanted her to do about it. We asked for the manager to get us a refund. The manager came out and the girl working tried to insinuate that we might be LYING about the hairs to the manager. :) w.t.f girl.Honestly the manager didn’t apologize either which is what ultimately made me decide to leave this negative review. They gave us a refund but they didn’t deny that their worker may have intentionally placed hair in there ( my dad told their manager that he suspected it was intentional, you guessed it. No reaction from her, led me to believe it’s not the first time.) and they did not apologize for our experience. So all and all, keep walkin if you’re in downtown Naperville! Lots of other better places to go.

Atmosphere: 1

Food: 1

Service: 1