Extremely disappointed with the customer service at this Potbelly location. I attempted to redeem my Potbelly Perks points for a free regular sandwich — I have over 3,400 points, and the app clearly states it only takes 1,250 to redeem one. I had my phone, my number was entered, and the points were showing right there on the app. I also scanned the bar code.
Despite all of this, the employee refused to honor the reward and told me to “read the fine print.” But there is no fine print. I genuinely have no idea what she’s talking about. There are no restrictions, disclaimers, or expiration notices listed anywhere that would prevent me from using my points. She dismissed it again with the same line — “read the fine print” — without offering any explanation or help.
What’s worse is that we go to this Potbelly all the time and have noticed a steady decline in service and food quality over the past several months. It’s really unfortunate — this used to be one of our favorite spots. Not anymore.
It was incredibly clear the employee either didn’t want to be bothered or was completely unfamiliar with how the rewards system works — neither of which is acceptable when customers are spending money and earning loyalty rewards.
We’ve been regulars, but after this experience, we won’t be back — especially not to this location. If you’re going to advertise a rewards program, honor it or train your staff properly. It’s especially ironic as it seemed like she was in the process of training a new member of the staff at the time. Disrespecting loyal customers is not a good look.
Alexis Merritt
I love this Potbelly, but I don’t know why they keep the soup from the day before and serve it. I’ve been at the hospital since Wednesday and craved my broccoli cheddar soup. My husband went to pick it up, it’s disgusting & brown. Not even edible. Waste of money and disappointed they keep doing this. My husband also got a sandwich and very little meat on it.
Ann Benigno
Walked in to this empty PotBelly store at about 4:40 on Wednesday 14 May, and were not greeted by either employee. That’s forgivable, I guess. But when my husband greeted the employees, both ignored him. One (female)just stared at him. The other (male) just ignored him. We decided we weren’t wanted, so we left. Very bad experience.
Marty M
Walked in. No customers there. Gave the woman a friendly hello. She frowned and looked down. The man at the order desk never looked up or responded to hello. We left. Just lost 3 customers. 4:40pm Wed May 14.
Naomi Shanice
4/24/2025 @8:30 pm, Rob showcased great customer service. Dalton also provided an awesome restaurant experience. I ordered a cup of veggie garden soup and a cup of chicken pot pie soup. Both were excellent! Not bad for $10.
Marc Bishop
Overpriced and the service was horrible
Ava was our 'server,' very poor attitude and kept saying things like "I hope these crackers tip well, cause I need money."
She treats her coworkers terribly as well.
I'll never eat here again.
Atmosphere: 2
Food: 2
Service: 1
Mesc (Mesc)
Ordered delivery from this location. My "big" A wreck sandwich was awful. Nothing was put on the sandwich that I asked for. No veggies or condiments. Just 2 slices of cheese & 1 slice of each meat. $17 for that? What a joke. Def not "A wreck".
L'ANTICO in the food court of the SAME MALL has sandwiches so big its the size of a medium calzone. I usually have leftovers afterwards and its MUCH CHEAPER.
This location couldn't even be bothered to remember ranch dressing for the salad.
If you don't want to make food 30min before closing because youre already in the process of clean up cause business was slow; I'd rather you cancel my order than send me a joke of a "meal".
Atmosphere: 1
Food: 1
Service: 1
Brendan
I’m giving you a five star because everyone that works there is absolutely amazing but I really think you need to reassess your online ordering as well as your Uber and your DoorDash. You cannot accept 40 orders at opening and expect your employees and your customers and your delivery drivers to be happy I understand you want the business but having to wait 19 minutes today while seven people wait and eight people are in line and nobody is on the register. I was a chef for 22 years. Give your employees the opportunity to turn off online orders and let them get caught up have someone at the register and also have a manager overseeing them. You have five people that don’t know what they’re doing today not one person on register and nobody’s checking the online orders.I would like to add that after waiting 18 minutes I canceled my order and walked out. I watched three other people do the same thing I had a customer that came in for a pick up time at 11:33 leave at 11:48. I know you got the management staff. Where were they today?
Atmosphere: 5
Food: 5
Service: 5
Geoff Alan
Sandwich was disgusting. It was soaking wet. It fell apart and was not edible. Staff were not polite. Horrible experience. I don’t recommend this place to anyone.
Atmosphere: 1
Food: 1
Service: 1
Recommended dishes: Mediterranean
Sydney Rakowski
Terrible costumer service. Never have been in person, so we were confused. No one looked up or acknowledged us. They straight up ignored us. No one greeted us. Nothing. Almost like they didn't want us to even be there. Which we won't be. It's a shame, the sandwiches are good.
The staff on Sunday, December 12, 2023 all appeared to be extremely disinterested in being there. They all mumbled with scowling faces. The food was okay. The men's restroom was filthy, backed up plumbing, and no towels. I have been here a few times before with decent service, but this was poor. They always seem to be out of diet soda as well.
Atmosphere: 1
Food: 3
Service: 1
Paul Williams
It's like a subway or Quiznos if they cared about what they put in front of you just a little. It's not groundbreaking, but it's some decently fast food that's at a decent price.
Atmosphere: 3
Food: 3
Service: 3
Recommended dishes: Mediterranean
Kishore Rathod
Nice milk shake ?
Atmosphere: 5
Food: 5
Service: 5
Phillip Smith
Potbelly is great. The oatmeal cookies are where it's at.
Atmosphere: 3
Food: 5
Service: 4
Wendy Smith
They were very busy today. Lots of people inside and on line orders. My order was ready earlier than promised and this was the best Mediterranean Potbelly Sandwich I have ever had. I always get the same thing so I have a lot of opportunity for comparison. Great job ? to the team working today. Thank You
Extremely disappointed with the customer service at this Potbelly location. I attempted to redeem my Potbelly Perks points for a free regular sandwich — I have over 3,400 points, and the app clearly states it only takes 1,250 to redeem one. I had my phone, my number was entered, and the points were showing right there on the app. I also scanned the bar code.
Despite all of this, the employee refused to honor the reward and told me to “read the fine print.” But there is no fine print. I genuinely have no idea what she’s talking about. There are no restrictions, disclaimers, or expiration notices listed anywhere that would prevent me from using my points. She dismissed it again with the same line — “read the fine print” — without offering any explanation or help.
What’s worse is that we go to this Potbelly all the time and have noticed a steady decline in service and food quality over the past several months. It’s really unfortunate — this used to be one of our favorite spots. Not anymore.
It was incredibly clear the employee either didn’t want to be bothered or was completely unfamiliar with how the rewards system works — neither of which is acceptable when customers are spending money and earning loyalty rewards.
We’ve been regulars, but after this experience, we won’t be back — especially not to this location. If you’re going to advertise a rewards program, honor it or train your staff properly. It’s especially ironic as it seemed like she was in the process of training a new member of the staff at the time. Disrespecting loyal customers is not a good look.
I love this Potbelly, but I don’t know why they keep the soup from the day before and serve it. I’ve been at the hospital since Wednesday and craved my broccoli cheddar soup. My husband went to pick it up, it’s disgusting & brown. Not even edible. Waste of money and disappointed they keep doing this. My husband also got a sandwich and very
little meat on it.
Walked in to this empty PotBelly store at about 4:40 on Wednesday 14 May, and were not greeted by either employee. That’s forgivable, I guess. But when my husband greeted the employees, both ignored him. One (female)just stared at him. The other (male) just ignored him. We decided we weren’t wanted, so we left. Very bad experience.
Walked in. No customers there. Gave the woman a friendly hello. She frowned and looked down. The man at the order desk never looked up or responded to hello. We left. Just lost 3 customers. 4:40pm Wed May 14.
4/24/2025 @8:30 pm, Rob showcased great customer service. Dalton also provided an awesome restaurant experience. I ordered a cup of veggie garden soup and a cup of chicken pot pie soup. Both were excellent! Not bad for $10.
Overpriced and the service was horrible
Ava was our 'server,' very poor attitude and kept saying things like "I hope these crackers tip well, cause I need money."
She treats her coworkers terribly as well.
I'll never eat here again.
Atmosphere: 2
Food: 2
Service: 1
Ordered delivery from this location. My "big" A wreck sandwich was awful. Nothing was put on the sandwich that I asked for. No veggies or condiments. Just 2 slices of cheese & 1 slice of each meat. $17 for that? What a joke. Def not "A wreck".
L'ANTICO in the food court of the SAME MALL has sandwiches so big its the size of a medium calzone. I usually have leftovers afterwards and its MUCH CHEAPER.
This location couldn't even be bothered to remember ranch dressing for the salad.
If you don't want to make food 30min before closing because youre already in the process of clean up cause business was slow; I'd rather you cancel my order than send me a joke of a "meal".
Atmosphere: 1
Food: 1
Service: 1
I’m giving you a five star because everyone that works there is absolutely amazing but I really think you need to reassess your online ordering as well as your Uber and your DoorDash. You cannot accept 40 orders at opening and expect your employees and your customers and your delivery drivers to be happy I understand you want the business but having to wait 19 minutes today while seven people wait and eight people are in line and nobody is on the register. I was a chef for 22 years. Give your employees the opportunity to turn off online orders and let them get caught up have someone at the register and also have a manager overseeing them. You have five people that don’t know what they’re doing today not one person on register and nobody’s checking the online orders.I would like to add that after waiting 18 minutes I canceled my order and walked out. I watched three other people do the same thing I had a customer that came in for a pick up time at 11:33 leave at 11:48. I know you got the management staff. Where were they today?
Atmosphere: 5
Food: 5
Service: 5
Sandwich was disgusting. It was soaking wet. It fell apart and was not edible. Staff were not polite. Horrible experience. I don’t recommend this place to anyone.
Atmosphere: 1
Food: 1
Service: 1
Recommended dishes: Mediterranean
Terrible costumer service. Never have been in person, so we were confused. No one looked up or acknowledged us. They straight up ignored us. No one greeted us. Nothing. Almost like they didn't want us to even be there. Which we won't be. It's a shame, the sandwiches are good.
Atmosphere: 1
Food: 5
Service: 1
Restaurantji Recommends
The staff on Sunday, December 12, 2023 all appeared to be extremely disinterested in being there. They all mumbled with scowling faces. The food was okay. The men's restroom was filthy, backed up plumbing, and no towels. I have been here a few times before with decent service, but this was poor. They always seem to be out of diet soda as well.
Atmosphere: 1
Food: 3
Service: 1
It's like a subway or Quiznos if they cared about what they put in front of you just a little. It's not groundbreaking, but it's some decently fast food that's at a decent price.
Atmosphere: 3
Food: 3
Service: 3
Recommended dishes: Mediterranean
Nice milk shake ?
Atmosphere: 5
Food: 5
Service: 5
Potbelly is great. The oatmeal cookies are where it's at.
Atmosphere: 3
Food: 5
Service: 4
They were very busy today. Lots of people inside and on line orders. My order was ready earlier than promised and this was the best Mediterranean Potbelly Sandwich I have ever had. I always get the same thing so I have a lot of opportunity for comparison. Great job ? to the team working today. Thank You
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Mediterranean
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