After the 7-8 customers ahead of me were promptly served and rung up, I was ignored for several minutes, despite there being 4 employees present. When my salad was finally made, the employee dropped it at the unattended cash register and walked away, where I was again left to wait for seemingly no good reason other than complete indifference by the employees present. When I politely asked to be checked out, as I was running out of time to eat my lunch, rather than returning to the cash register, the employee who made my salad loudly mocked me and complained about me to his colleague. His intention was clearly for me to hear his passive aggressive, rude comments. This was shocking, as I had been patient and polite, despite truly awful service. When I asked to speak with the manager, the manager defended the employee and told me I failed to placed my order in the proper place. This is untrue, and rude and demeaning behavior toward customers should never be defended or tolerated under any circumstances. I left without my food and will never be back. I submitted a complaint to corporate through their website four days ago and unsurprisingly received no reply. The culture at Potbelly’s needs some serious and immediate attention.
UPDATE: I have reached out to Potbelly’s through the complaint submission form on their website, FB, IG, and then finally 4 days ago through the email address provided in the company’s response to this review. I have not received a reply through any of these channels. The reply below suggesting the company wants to look into this complaint is completely disingenuous.
Atmosphere: 1
Food: 1
Service: 1
John Ryan
Absolute disaster of a location. Avoid at all costs. Ordered delivery for an important meeting. Cancelled my order with no explanation. Reordered it, literally never came. Tried calling the store multiple times, no answer. Worst possible experience.
Atmosphere: 1
Food: 1
Service: 1
Dharmendra Patel
Staff not friendly Messy sandwich made
Atmosphere: 3
Food: 1
Service: 1
Recommended dishes: Sandwich
Michael Artwohl
Incorrectly charged us twice for our order, needing us to do a bank dispute to get fixed. Our food was never ready for pick up. Extremely slow service. Sandwich made incorrectly with an ingredient my wife has dietary restrictions for. Argued with us when we asked for it to please be remade. Bad, slow, service and many mistakes.
Atmosphere: 1
Food: 1
Service: 1
Boss Lady
The food was decent but their customer service was trash I would never come to this location again. You don’t greet your customers & you rush them out the door terrible
Atmosphere: 1
Food: 3
Service: 1
Yuliia Radchuk
Ordered from this location several times and everything was fine. Today got a Wreck sandwich with a hair inside of it. So disappointed.
Food: 1
Recommended dishes: Sandwich
N Ali
If the owner of this store actually cares to keep this place around and for it to be successful, they need to do a quality check on cleanliness and customer service. This was my go to place for lunch but it is loosing quality over time. I have had issues before but did not bother to write. However, after a recent experience, I will share that first train your employees to acknowledge people waiting to place an order. The staff doesn't even need to greet us walking in, but if they are working on a sandwich that is meant for pickup and if they see someone waiting in line, let them at least know that they will be with them in a few minutes.
I walked in. There was one family at the table already eating. There was one person fixing the bread and one person making sandwiches for a pickup order. I am just standing in the order area and these guys don't even bother to say anything. Are they under staffed or just too bored, tired?
I was planning to order soup also but I could clearly see how gunky the top lids looked and how unsanitary that entire soup container area looked. Unless they cleaned it at night closing,or since I was last there, I would recommend people to peek at their soup placement area first!
The food tasted decent. Tables were barley cleaned. I took my sandwich and decided to eat in my car instead inside. Will not be visiting this location again.
Atmosphere: 2
Food: 3
Service: 2
jack masini
Found hair in my sandwich after ordering from doordash, never ordering again.
Food: 1
Ace Rosenthal
The mac and cheese is super creamy and the meatball sub is super delicious.
Atmosphere: 4
Food: 4
Service: 4
Recommended dishes: Sandwich
Noman Ali
Horrible service by the night crew tonight. Rolling eyes and making faces while I was ordering. Ordered online here a few time before but not going to order here again
We come here very often. Always experienced amazing service! Good place to grab a sandwich!
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Veggie Melt
Tom Z
Always great service and food. They are always super friendly and helpful here. Many times I order online and everything is ready on time.The food is always first rate at Potbelly.The meat and toppings are always fresh. The sandwich is toasted just right.It's a cool atmosphere inside with the decor.There is plenty of seating.I will continue to go here.Bicycling: There is a trail that runs along Waukegan and also Willow Road. They also have outdoor seating which is nice.
Company wide they need to do something about the sticky tables caused by their cleaning products eating into the finish of the table.
Atmosphere: 3
Food: 5
Service: 5
William Chang
Horrible service from top to bottom! An employee argue with a customer after the customer waiting for over ten minutes in the line. The weekend manager also has really bad time management to operate the store. The entire team focuses solely on catering order and not able to provide the correct estimate of wait time and ignore a line of 10+ people waiting in line. At the end all 10+ people leave the store without ordering anything.
Atmosphere: 4
Food: 3
Service: 1
P R
We come here very often. Always experienced amazing service! Good place to grab a sandwich!
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Half Salad Cup of Soup, Veggie Melt
After the 7-8 customers ahead of me were promptly served and rung up, I was ignored for several minutes, despite there being 4 employees present. When my salad was finally made, the employee dropped it at the unattended cash register and walked away, where I was again left to wait for seemingly no good reason other than complete indifference by the employees present. When I politely asked to be checked out, as I was running out of time to eat my lunch, rather than returning to the cash register, the employee who made my salad loudly mocked me and complained about me to his colleague. His intention was clearly for me to hear his passive aggressive, rude comments. This was shocking, as I had been patient and polite, despite truly awful service. When I asked to speak with the manager, the manager defended the employee and told me I failed to placed my order in the proper place. This is untrue, and rude and demeaning behavior toward customers should never be defended or tolerated under any circumstances. I left without my food and will never be back. I submitted a complaint to corporate through their website four days ago and unsurprisingly received no reply. The culture at Potbelly’s needs some serious and immediate attention.
UPDATE: I have reached out to Potbelly’s through the complaint submission form on their website, FB, IG, and then finally 4 days ago through the email address provided in the company’s response to this review. I have not received a reply through any of these channels. The reply below suggesting the company wants to look into this complaint is completely disingenuous.
Atmosphere: 1
Food: 1
Service: 1
Absolute disaster of a location. Avoid at all costs. Ordered delivery for an important meeting. Cancelled my order with no explanation. Reordered it, literally never came. Tried calling the store multiple times, no answer. Worst possible experience.
Atmosphere: 1
Food: 1
Service: 1
Staff not friendly
Messy sandwich made
Atmosphere: 3
Food: 1
Service: 1
Recommended dishes: Sandwich
Incorrectly charged us twice for our order, needing us to do a bank dispute to get fixed. Our food was never ready for pick up. Extremely slow service. Sandwich made incorrectly with an ingredient my wife has dietary restrictions for. Argued with us when we asked for it to please be remade. Bad, slow, service and many mistakes.
Atmosphere: 1
Food: 1
Service: 1
The food was decent but their customer service was trash I would never come to this location again. You don’t greet your customers & you rush them out the door terrible
Atmosphere: 1
Food: 3
Service: 1
Ordered from this location several times and everything was fine. Today got a Wreck sandwich with a hair inside of it. So disappointed.
Food: 1
Recommended dishes: Sandwich
If the owner of this store actually cares to keep this place around and for it to be successful, they need to do a quality check on cleanliness and customer service. This was my go to place for lunch but it is loosing quality over time. I have had issues before but did not bother to write. However, after a recent experience, I will share that first train your employees to acknowledge people waiting to place an order. The staff doesn't even need to greet us walking in, but if they are working on a sandwich that is meant for pickup and if they see someone waiting in line, let them at least know that they will be with them in a few minutes.
I walked in. There was one family at the table already eating. There was one person fixing the bread and one person making sandwiches for a pickup order. I am just standing in the order area and these guys don't even bother to say anything. Are they under staffed or just too bored, tired?
I was planning to order soup also but I could clearly see how gunky the top lids looked and how unsanitary that entire soup container area looked. Unless they cleaned it at night closing,or since I was last there, I would recommend people to peek at their soup placement area first!
The food tasted decent. Tables were barley cleaned. I took my sandwich and decided to eat in my car instead inside. Will not be visiting this location again.
Atmosphere: 2
Food: 3
Service: 2
Found hair in my sandwich after ordering from doordash, never ordering again.
Food: 1
The mac and cheese is super creamy and the meatball sub is super delicious.
Atmosphere: 4
Food: 4
Service: 4
Recommended dishes: Sandwich
Horrible service by the night crew tonight. Rolling eyes and making faces while I was ordering. Ordered online here a few time before but not going to order here again
Atmosphere: 1
Food: 1
Service: 1
Restaurantji Recommends
We come here very often. Always experienced amazing service! Good place to grab a sandwich!
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Veggie Melt
Always great service and food. They are always super friendly and helpful here. Many times I order online and everything is ready on time.The food is always first rate at Potbelly.The meat and toppings are always fresh. The sandwich is toasted just right.It's a cool atmosphere inside with the decor.There is plenty of seating.I will continue to go here.Bicycling: There is a trail that runs along Waukegan and also Willow Road. They also have outdoor seating which is nice.
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Oatmeal Chocolate Chip Cookie, Chocolate Brownie Cookie, Roast Beef, Sugar Cookie, Sandwich, Chicken Club
Company wide they need to do something about the sticky tables caused by their cleaning products eating into the finish of the table.
Atmosphere: 3
Food: 5
Service: 5
Horrible service from top to bottom! An employee argue with a customer after the customer waiting for over ten minutes in the line. The weekend manager also has really bad time management to operate the store. The entire team focuses solely on catering order and not able to provide the correct estimate of wait time and ignore a line of 10+ people waiting in line. At the end all 10+ people leave the store without ordering anything.
Atmosphere: 4
Food: 3
Service: 1
We come here very often. Always experienced amazing service! Good place to grab a sandwich!
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Half Salad Cup of Soup, Veggie Melt
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