Potbelly Sandwich Shop

Waited 24 minutes to get my sandwich. Yes, that counts from when I placed an online order. I arrived 10 minutes later and it wasn't ready yet, but the app said it would be about 5 more minutes. 10 minutes later they finally get it going.
When someone makes an online order that is their place in line. Just because there's other people there in person doesn't mean that all of them go ahead of any online orders made 20 minutes prior.

Atmosphere: 3

Food: 4

Service: 1

I visited this restaurant on a Saturday night at 9:00 PM, an hour before closing, and was shocked by the abysmal customer service. The place was nearly empty, with only one other customer and four or five staff members present. Despite this, no one greeted me when I walked in. I approached the counter to order, and the employee—wearing an unprofessional hoodie and a backwards hat—stared blankly at me without a word of acknowledgment. His demeanor was rude and dismissive. It wasn’t until I started walking out, frustrated, that he finally spoke. The atmosphere was unwelcoming, the service was dreadful, and the overall experience was a complete letdown. I’ve given this place multiple chances, but every visit is consistently disappointing. I won’t be returning.

Atmosphere: 1

Service: 1

Dirty place, crap staff, and cold food. Waited close to 20 minutes from my order time to receive my food. My girlfriend has to say something in order for anything to be addressed and food given. Their excuse? They were waiting on us to tell them what we wanted in the sandwiches. We were sitting at a table waiting for a call keep in mind.

Atmosphere: 2

Food: 4

Service: 1

I’m not sure how most of these restaurants stay open!! Had lunch there for the 1st time, let’s just start with the atmosphere. Music was so loud the cashier couldn’t hear anything I was saying, the floor, windows & countertops were nasty, while the girls were on their phones they should’ve been wiping down the place. And lastly, after eating my lunch I sooo sick threw up my entire lunch including the sauce from the sandwich. Not sure why, but that was enough for me!! Wouldn’t recommend this place at all.👎👎

Atmosphere: 1

Food: 1

Service: 1

Waited half an hour to pick up a salad ordered online.

Atmosphere: 1

Service: 1

We were having a party for about 80 people, our caterer cancelled on us at the last minute. I called and spoke with the catering manager Sam, we placed the order for 110 sandwiches and 4 catering size salads at 11am, they had the sandwiches delivered to us by 1pm. Our guests loved the sandwiches! Potbelly in Merrillville saved the day for us! 10 stars from us!!

Atmosphere: 5

Food: 5

Service: 5

Dirty place! Fountain drinks nog working. Refreshers not working. 2 racks of bread in the dining area, chili and soup area a complete mess!! If I owed this store i would fire the manager. The place smells of burnt cookies, confirmed by the tray of burnt cookies on the counter.

Atmosphere: 1

Food: 3

Service: 4

The main reason for the 3/5 review is the fact that my pickup orders are never ready even when I place the order 45-60 min in advance and schedule the order to be ready an hour or so later, the order is NEVER ready. And why don’t they leave pickup orders on the pick up shelves anymore?? What is the point of placing an order on the app if not many Potbelly locations prioritize those orders? The staff is nice which is why I come back but it’s just frustrating that online/app orders aren’t given priority like other restaurants and retailers.

Atmosphere: 4

Food: 5

Service: 3

Ave Grubhub order didn’t get my shake but they put a straw in the bag

Atmosphere: 1

Food: 1

Service: 1

wouldn’t service us at 9:30 when they close at 10, and they’re super rude this place is a joke

Awesome sandwiches and salads. I get a salad and sandwich combo

Atmosphere: 5

Food: 5

Service: 5

We come to this location often and generally have a great experience. Today, may 4, 2025, the first girl who took our order was amazing, the guy who dressed our sandwiches didn’t make the contact but was super quick. Then we waited while what looked to be the manager changed out soups, didn’t acknowledge us standing there ready to pay, she had nails so long with no gloves on handling food. Now mind you there was NOBODY in line when we walked in….so not super busy for a Sunday afternoon. My boyfriend had time to go use the restroom and come back and I was still standing there. The guy behind me asked if anyone was working the register and she replied “yeah give me a minute” …. Not very professional or customer service like at all.

There is a sign on the wall that says our promise fresh, fast, and friendly. Well not today!

Everything is great here, except I always place my order here for my lunch hour. But somehow I always wait 30 minutes for them to make my order. Placed an order for a 1215p didn't walk out until 1245

Don't order online, dont go here. They will ignore you, you gotta tell them you're there, the pickup shelf is a prop. Hair in the food, classic. Floor so sticky it'll pull your shoes off. This place ain't worth it, hope whoever's managing the place gets fired <3

Twice this has happened to me there. On Google it says they’re open till 11 PM. The first time I walked in around 10:15 PM and was told they are closing and asked to leave. Again this happened to me tonight but this time even worse, I walked in at 10:05 PM and was told the same thing. “We are closing”. Not to mention the bad attitude.
I even showed on my phone how they are open till 11pm and the person at the front counter said “yes we are scheduled till 11 but we are closing”. Truly shocking that this type of bad behavior is allowed there.