Placed an online order at 10:50 AM for an 11:45 AM pickup, and it wasn’t ready until 12:30 PM. We only have a 30-minute lunch break, so this completely defeated the purpose of ordering ahead. My daughter waited in the store for 45 minutes while they made the sandwiches.
I called twice to check on the order, and the employee who answered was rude and dismissive, simply saying they were “busy” with no apology or helpful update.
To make things worse, when we finally got the food, the sandwiches were made very skimpy and I order from Potbelly regularly, so I know this is not how their sandwiches are normally made.
Very disappointing experience overall. I expect a much better experience in the future and improved management and customer service.
Atmosphere: 1
Food: 2
Service: 1
Chelsea Savage
I had a great experience at the Potbelly Sandwich Shop on West Road. The restaurant was clean, my sandwich was fresh and made just the way I wanted, and the service was excellent. Anaya and Colin were very friendly and helpful, and they made sure everything with my order was right. I’ll definitely be coming back to this location.”
Atmosphere: 5
Food: 5
Service: 5
Julie Nguyen
UPDATE 1/30/26: This is a new review. I stopped by an hour before you guys closed and Cam was so kind to me. She went above and beyond for my order. Thank you :) Based on that, I’ve changed my rating!
Old Review: I absolutely love the sandwiches here!! Great price, quick, and yummy. Not so great service though. Every time I go here, I am taken back from their lack of greeting and slight rudeness. They remain blank face/nonverbal & are obviously annoyed bc my order inconveniences them. They also got my boyfriend’s order wrong. Since I’m there for good food, I kept my review at a 4/5 still.
Atmosphere: 4
Food: 5
Service: 5
BeautyVee
Going inside to order is fine, but I was under the impression that this location isn’t supposed to have a drive-thru. Every time I’ve come, when I order a sandwich with “the works,” it’s never made correctly. They basically put whatever they want on it, and they never include mustard. It may be helpful for management to review what’s included in “the works” and ensure the staff is following instructions properly. This has happened too many times.
Julian Trevino
Disappointed in the quality of the food. They definitely lost some customers...
Adriana Castillo
They never give the correct order and they are rude, how hard is it to make a avo turkey
Jennifer Perez
The sandwich I got from here had absolutely zero toppings on it, NONE. (My order had multiple toppings) There were only 2 pieces of each meat on it and it was mostly bread. On top of everything else, it was partially burned 😐 First time ordering from here and definitely my last.
Atmosphere: 1
Food: 1
Service: 1
Jesus Mendez
Three young adults working at the time. No one making sandwiches. The guy had already started my sandwhich and stopped to do another sandwhich. I’m the only customer in the store. When I ask the girl at the counter where’s my sandwhich. She says he has it. He’s working on a completely different sandwhich. I asked who’s working on mine. He started mine provided no instruction so I’m just standing there. She has a dumb found look at her face. I proceeded to leave cause the 2 girls were doing absolutely nothing while the guy bounce from starting a sandwhich and not completing it
Atmosphere: 2
Food: 5
Service: 1
SCUBBA
They lady at the drive thru was not very friendly, she was very hard to communicate with. It kinda ruins wanting to go somewhere when the staff is rude.
Tiffiny Tribbey (TNT)
The wait in the drive thru was ridiculous, but even though I ordered via the app my food was still hot and ready for me. The BBQ pulled pork mac and cheese was underwhelming and under salted.
Its good but if you order on the app and make modifications you may want to inspect your order at the store. I asked for a few things removed and they just made it as it is instead. They also tend to miss items, if you got on the drive through (I know should be obvious to check) but check the bag, ordered a side salad and a bowl of soup, I received two bowls of soup instead and they still had the audacity to include a fork in my bag lmao. Yeah I think its best to order inside from now on.
Vanessa's 5 Star Reviews
Potbelly never disappoints. The turkey avocado with the oil chili peppers is my favorite. The kids’ peanut butter and jelly is just as good. Their soups are hearty and comforting, which makes this spot my go-to whenever I’m in the mood for a hot sandwich. This location is my favorite. They are always super nice and friendly and the food is outstanding.
Food: 5
Service: 4
Kelsie Hansen
What a cozy place, and stellar service! Complete with the delicious food I've come to expect from this chain. Thanks for a delightful experience.
Atmosphere: 5
Food: 5
Service: 5
Mike Martinez
On the last two occasions, once in store and the other one today was an online drive thru pickup, I have had to wait for my order for extended periods of time. Today, I ordered online at 12:11 for a 12:22 pick up time and received my order at 12:40 after being told to move out of the drive thru line to allow other customers to get their orders. I ordered one sandwich and I had to ask about what took so long or else I wouldn’t have received an answer. Poor service.
Bobby Griffin
The Sweet heat BBQ sandwich was excellent. Highly recommend. Add that with a Embers, 11 below oso red ale next door for a great combo on your next layover in Houston. You won't be disappointed.
Placed an online order at 10:50 AM for an 11:45 AM pickup, and it wasn’t ready until 12:30 PM. We only have a 30-minute lunch break, so this completely defeated the purpose of ordering ahead. My daughter waited in the store for 45 minutes while they made the sandwiches.
I called twice to check on the order, and the employee who answered was rude and dismissive, simply saying they were “busy” with no apology or helpful update.
To make things worse, when we finally got the food, the sandwiches were made very skimpy and I order from Potbelly regularly, so I know this is not how their sandwiches are normally made.
Very disappointing experience overall. I expect a much better experience in the future and improved management and customer service.
Atmosphere: 1
Food: 2
Service: 1
I had a great experience at the Potbelly Sandwich Shop on West Road. The restaurant was clean, my sandwich was fresh and made just the way I wanted, and the service was excellent. Anaya and Colin were very friendly and helpful, and they made sure everything with my order was right. I’ll definitely be coming back to this location.”
Atmosphere: 5
Food: 5
Service: 5
UPDATE 1/30/26:
This is a new review. I stopped by an hour before you guys closed and Cam was so kind to me. She went above and beyond for my order. Thank you :) Based on that, I’ve changed my rating!
Old Review:
I absolutely love the sandwiches here!! Great price, quick, and yummy. Not so great service though. Every time I go here, I am taken back from their lack of greeting and slight rudeness. They remain blank face/nonverbal & are obviously annoyed bc my order inconveniences them. They also got my boyfriend’s order wrong. Since I’m there for good food, I kept my review at a 4/5 still.
Atmosphere: 4
Food: 5
Service: 5
Going inside to order is fine, but I was under the impression that this location isn’t supposed to have a drive-thru. Every time I’ve come, when I order a sandwich with “the works,” it’s never made correctly. They basically put whatever they want on it, and they never include mustard. It may be helpful for management to review what’s included in “the works” and ensure the staff is following instructions properly. This has happened too many times.
Disappointed in the quality of the food. They definitely lost some customers...
They never give the correct order and they are rude, how hard is it to make a avo turkey
The sandwich I got from here had absolutely zero toppings on it, NONE. (My order had multiple toppings) There were only 2 pieces of each meat on it and it was mostly bread. On top of everything else, it was partially burned 😐 First time ordering from here and definitely my last.
Atmosphere: 1
Food: 1
Service: 1
Three young adults working at the time. No one making sandwiches. The guy had already started my sandwhich and stopped to do another sandwhich. I’m the only customer in the store. When I ask the girl at the counter where’s my sandwhich. She says he has it. He’s working on a completely different sandwhich. I asked who’s working on mine. He started mine provided no instruction so I’m just standing there. She has a dumb found look at her face. I proceeded to leave cause the 2 girls were doing absolutely nothing while the guy bounce from starting a sandwhich and not completing it
Atmosphere: 2
Food: 5
Service: 1
They lady at the drive thru was not very friendly, she was very hard to communicate with. It kinda ruins wanting to go somewhere when the staff is rude.
The wait in the drive thru was ridiculous, but even though I ordered via the app my food was still hot and ready for me. The BBQ pulled pork mac and cheese was underwhelming and under salted.
Atmosphere: 3
Food: 4
Service: 3
Restaurantji Recommends
Its good but if you order on the app and make modifications you may want to inspect your order at the store. I asked for a few things removed and they just made it as it is instead. They also tend to miss items, if you got on the drive through (I know should be obvious to check) but check the bag, ordered a side salad and a bowl of soup, I received two bowls of soup instead and they still had the audacity to include a fork in my bag lmao. Yeah I think its best to order inside from now on.
Potbelly never disappoints. The turkey avocado with the oil chili peppers is my favorite. The kids’ peanut butter and jelly is just as good. Their soups are hearty and comforting, which makes this spot my go-to whenever I’m in the mood for a hot sandwich. This location is my favorite. They are always super nice and friendly and the food is outstanding.
Food: 5
Service: 4
What a cozy place, and stellar service! Complete with the delicious food I've come to expect from this chain. Thanks for a delightful experience.
Atmosphere: 5
Food: 5
Service: 5
On the last two occasions, once in store and the other one today was an online drive thru pickup, I have had to wait for my order for extended periods of time. Today, I ordered online at 12:11 for a 12:22 pick up time and received my order at 12:40 after being told to move out of the drive thru line to allow other customers to get their orders. I ordered one sandwich and I had to ask about what took so long or else I wouldn’t have received an answer. Poor service.
The Sweet heat BBQ sandwich was excellent. Highly recommend. Add that with a Embers, 11 below oso red ale next door for a great combo on your next layover in Houston. You won't be disappointed.
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