I usually come here because I really enjoy their bread, but today was a huge disappointment. The staff was completely distracted, joking around with each other while taking orders. The person helping me was unfocused. The whole atmosphere felt chaotic. And of course - they messed up my order!
When I picked up my order, the bag felt cold. I asked the cashier if the bread had been heated, and he said yes. But when I got back to my office and opened it, the bread was cold.
Really frustrating experience. I won’t be returning until the customer service improves.
Atmosphere: 1
Food: 2
Service: 1
Carlyle Campbell (Cal)
So whilst I did ask for a cookie and waited whilst no one came, I actually went back to the store seeing they were still open upon passing by and got my cookies. The cashier explained he was in the bathroom and hey they are human! So I’m not mad and he put me on to doing a survey to get a free cookie
Atmosphere: 5
Food: 5
Service: 5
onika smith
Really hospitable and patient service by Jalisa.
Food: 5
Service: 5
Caroline Craig
5 stars for the absolutely delightful staff. Food was good, too!
Atmosphere: 4
Food: 4
Service: 5
maor gutwaks
Love this place, used to get potbelly back when I lived in Chicago. I come after work to beat the lunch rush. Uges, who has helped me the last two times has been really excellent, Friendly and makes a delicious sandwich. I rec this spot especially when served by Uges.
Courtney Lawler
The wait times are insane at this location. This seems to be a recoccuring issue so I’m not sure why they wouldn’t staff appropriately for their lunch rush. Orders are consistently ready 15-30 minutes after they say they will be ready. Food is yummy and staff is nice enough, but they are just set up to fail with the amount of traffic this location gets and minimal staff they have.
Food: 4
Service: 3
Q.W
Maddy you have superb customer service young lady. Potbelly you have a great employee here. Very caring patient and was working the line. Keep up the great work Maddy definitely will be back to this location for my favorite chicken club.
Atmosphere: 5
Food: 5
Service: 5
redaura
Sandwiches are wonderful here. The customer service is good too. I enjoy the hot chilli peppers they have.
Atmosphere: 5
Food: 5
Service: 5
Keisha
I have no reason to return to Potbelly. I just received poor customer service for the second time from the same employee. Thank you for making it easier for me to spend my money elsewhere.
Atmosphere: 5
Food: 1
Service: 1
Ash Majid
For context, I've worked in the area for over 15 years. This location has been on my regular lunch rotation since they opened. That of course changed over the pandemic, and this location has not been able to recover. Unfortunately it has taken a turn for the worst over the past couple years with the current shift manager.
Over the past couple years, I've had consistent bad experiences with them. Everytime I visit, something is wrong. I tend to forget about it 2-3 months later and visit again, but the last 2 experiences in particular are prompting me to write this review.
Over the past 2 years, they have been consistently late in having your order ready - I always order ahead online. Due to that, I figured I would come 10-15mins after it would be ready. About 6 months ago I popped in about 10mins after the sandwich was supposed to be ready. After waiting and the staff looking around, they stated someone had stolen my sandwich, and to please wait they will make me a new one. Shift manager was not apologetic, simply matter of fact. I got my food about 45mins after I should have gotten it.
Today the same thing happened - my sandwich was supposed to be ready at 11:57am, I showed up around 1210pm and no sandwich. Staff looking around, same Shift Manager got to me around 1230 after I'd showed them my email confirm multiple times to state it was stolen. There was another guy in the same situation. Got my sandwich at 1245. Complained to the Manager who stated there is "nothing" she can do other that remake the sandwich since it was stolen. Well here's and idea - how about you guys have an employee hand out the orders so people don't take them. Happened twice today and to me before! She was not rude but just unemphatic.
I typically don't like to write negative reviews, but this bad service has gone on for a while. After coming here to write the review, I noticed there are similar reviews. The food has also been hit or miss over the past couple years. Management really needs to review this location!! Since I spent the time to write this review, I won't be forgetting nor returning to this location!
I luv how wen u apply for a job and u get rejected wen u ask great questions and bin nothing but friendly, kind and nice they are worthless tha start seem like there on tha edge of x'ing then self out not friendly at all and basic garbage food , but do u 10 years of customer service abd CPR licence that what u need in every job to save someone life just in case I will never try none of there food here or ever go there they are just like tha 34th St potbelly don't worry sooner or later y'all be out of business and to tha owner of potbelly go KYS !!
Shine Williams
Now this Potbelly location is fantastic. Service was nice great atmosphere and the food was fresh not all locations are the same but 44th St. and Lexington hands-down five star.!!!
Vegetarian options: Go for what you know
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Potbelly Whole Pickle, Italian, A Wreck, Mediterranean, Hot Peppers, Avocado, Oatmeal Chocolate Chip Cookie, Hot Peppers Jar, Sugar Cookie
Luke Gordon
Usually takes 30-60 minutes from placing my order on the app to actually getting it. There have been times where I've ordered, walked over half an hour later, stood there for 20 minutes and left because I had a meeting, only to return an hour after that to finally eat lunch. I don't blame the staff though; clearly the management is checked out. Believe it or not, you actually do need more than 3 people working to handle 300 orders/hour at noon on a workday in midtown. I'm sure the management will claim they are understaffed and there's nothing they can do. Try some hiring incentives - and, if your main problem is turnover, then consider the fact that if you just put more people on the floor all the time your staff would stop quitting. What a joke, hire more staff.Also, since you've stopped putting the online orders on the shelf for quick pickup, it often takes upwards of 20 minutes just to get someone's attention to hand me the food that has already been made. If you can't trust the public, hire someone else to have them stand at the mobile pickup shelf and validate orders.
Liv Reiter
Clean facility, friendly and fast staff who always have a smile!
Atmosphere: 5
Service: 5
Recommended dishes: Italian
Leonardo Torres
This location is conveniently located next to Grand Central Station. The staff worked in a professional manner and the food as always was quite satisfying. It can get crowded here during lunch hour therefore be ready to order take out.
I usually come here because I really enjoy their bread, but today was a huge disappointment. The staff was completely distracted, joking around with each other while taking orders. The person helping me was unfocused. The whole atmosphere felt chaotic. And of course - they messed up my order!
When I picked up my order, the bag felt cold. I asked the cashier if the bread had been heated, and he said yes. But when I got back to my office and opened it, the bread was cold.
Really frustrating experience. I won’t be returning until the customer service improves.
Atmosphere: 1
Food: 2
Service: 1
So whilst I did ask for a cookie and waited whilst no one came, I actually went back to the store seeing they were still open upon passing by and got my cookies. The cashier explained he was in the bathroom and hey they are human! So I’m not mad and he put me on to doing a survey to get a free cookie
Atmosphere: 5
Food: 5
Service: 5
Really hospitable and patient service by Jalisa.
Food: 5
Service: 5
5 stars for the absolutely delightful staff. Food was good, too!
Atmosphere: 4
Food: 4
Service: 5
Love this place, used to get potbelly back when I lived in Chicago. I come after work to beat the lunch rush. Uges, who has helped me the last two times has been really excellent, Friendly and makes a delicious sandwich. I rec this spot especially when served by Uges.
The wait times are insane at this location. This seems to be a recoccuring issue so I’m not sure why they wouldn’t staff appropriately for their lunch rush. Orders are consistently ready 15-30 minutes after they say they will be ready. Food is yummy and staff is nice enough, but they are just set up to fail with the amount of traffic this location gets and minimal staff they have.
Food: 4
Service: 3
Maddy you have superb customer service young lady. Potbelly you have a great employee here. Very caring patient and was working the line. Keep up the great work Maddy definitely will be back to this location for my favorite chicken club.
Atmosphere: 5
Food: 5
Service: 5
Sandwiches are wonderful here. The customer service is good too. I enjoy the hot chilli peppers they have.
Atmosphere: 5
Food: 5
Service: 5
I have no reason to return to Potbelly. I just received poor customer service for the second time from the same employee. Thank you for making it easier for me to spend my money elsewhere.
Atmosphere: 5
Food: 1
Service: 1
For context, I've worked in the area for over 15 years. This location has been on my regular lunch rotation since they opened. That of course changed over the pandemic, and this location has not been able to recover. Unfortunately it has taken a turn for the worst over the past couple years with the current shift manager.
Over the past couple years, I've had consistent bad experiences with them. Everytime I visit, something is wrong. I tend to forget about it 2-3 months later and visit again, but the last 2 experiences in particular are prompting me to write this review.
Over the past 2 years, they have been consistently late in having your order ready - I always order ahead online. Due to that, I figured I would come 10-15mins after it would be ready. About 6 months ago I popped in about 10mins after the sandwich was supposed to be ready. After waiting and the staff looking around, they stated someone had stolen my sandwich, and to please wait they will make me a new one. Shift manager was not apologetic, simply matter of fact. I got my food about 45mins after I should have gotten it.
Today the same thing happened - my sandwich was supposed to be ready at 11:57am, I showed up around 1210pm and no sandwich. Staff looking around, same Shift Manager got to me around 1230 after I'd showed them my email confirm multiple times to state it was stolen. There was another guy in the same situation. Got my sandwich at 1245. Complained to the Manager who stated there is "nothing" she can do other that remake the sandwich since it was stolen. Well here's and idea - how about you guys have an employee hand out the orders so people don't take them. Happened twice today and to me before! She was not rude but just unemphatic.
I typically don't like to write negative reviews, but this bad service has gone on for a while. After coming here to write the review, I noticed there are similar reviews. The food has also been hit or miss over the past couple years. Management really needs to review this location!! Since I spent the time to write this review, I won't be forgetting nor returning to this location!
Atmosphere: 3
Food: 3
Service: 1
Restaurantji Recommends
I luv how wen u apply for a job and u get rejected wen u ask great questions and bin nothing but friendly, kind and nice they are worthless tha start seem like there on tha edge of x'ing then self out not friendly at all and basic garbage food , but do u 10 years of customer service abd CPR licence that what u need in every job to save someone life just in case I will never try none of there food here or ever go there they are just like tha 34th St potbelly don't worry sooner or later y'all be out of business and to tha owner of potbelly go KYS !!
Now this Potbelly location is fantastic. Service was nice great atmosphere and the food was fresh not all locations are the same but 44th St. and Lexington hands-down five star.!!!
Vegetarian options: Go for what you know
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Potbelly Whole Pickle, Italian, A Wreck, Mediterranean, Hot Peppers, Avocado, Oatmeal Chocolate Chip Cookie, Hot Peppers Jar, Sugar Cookie
Usually takes 30-60 minutes from placing my order on the app to actually getting it. There have been times where I've ordered, walked over half an hour later, stood there for 20 minutes and left because I had a meeting, only to return an hour after that to finally eat lunch. I don't blame the staff though; clearly the management is checked out. Believe it or not, you actually do need more than 3 people working to handle 300 orders/hour at noon on a workday in midtown. I'm sure the management will claim they are understaffed and there's nothing they can do. Try some hiring incentives - and, if your main problem is turnover, then consider the fact that if you just put more people on the floor all the time your staff would stop quitting. What a joke, hire more staff.Also, since you've stopped putting the online orders on the shelf for quick pickup, it often takes upwards of 20 minutes just to get someone's attention to hand me the food that has already been made. If you can't trust the public, hire someone else to have them stand at the mobile pickup shelf and validate orders.
Clean facility, friendly and fast staff who always have a smile!
Atmosphere: 5
Service: 5
Recommended dishes: Italian
This location is conveniently located next to Grand Central Station. The staff worked in a professional manner and the food as always was quite satisfying. It can get crowded here during lunch hour therefore be ready to order take out.
Atmosphere: 4
Food: 5
Service: 5
Recommended dishes: Chili, A Wreck
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