Potbelly — Restaurant in Addison

I WILL NEVER SUPPORT THIS COMPANY AGAIN!!!

I swear it must be the 50’s, back when restaurants didn’t serve black people. I’ve gone into this place on 2 occasions a few months ago. I stood at the counter for a few minutes, waiting on someone to come take my order. There were several workers on the other side of the counter 7 feet in front of me. They were talking amongst themselves and goofing off, but at least 2 of them saw me there. When no one came to take my order, I went to the toppings station and asked if someone was going to take my order. They immediately jumped into action at that point. I gave a bad review in the receipt survey, and the manager called me, and she was very apologetic, and invited me to come back for a refund and free meal. I came back several days later, and stood at the cashier’s spot, waiting for her to finish cashing out a customer. I was looking the cashier the whole time, but when’s she finished with the customer, she looked at me and walked away like I wasn’t there. The manager I preciously spoke with was not in, and I spoke with the manager on duty, who was also apologetic, and said she would honor my free meal and refund from the previous meal, but I would need to wait in line. The line was almost to the door, and I did not have time to wait in it, so I told her I’d pass, and wouldn’t be back. I should not have even had to wait in line that day if you are trying to make up for a bad experience. I asked for the manager that called me the first time to call me again, but I never heard back from anyone. All the apologies in the world will never make up for the fact that your team would not acknowledge me while standing right in front of them twice in one week. I’m done for...

I have been frequenting this Pot Belly for months. Today, I ordered a sandwich and usually there’s no issues with my sandwich and I always leave a tip for it; but then, I ordered a milkshake and usually the cashier (Rohola- girl with the spider eye lashes) makes the milkshake. I requested a refund bc I could not wait any longer. Though, I have observed that same cashier in the past and she takes forever to make the milkshake during times when it isn’t even busy. My observation of her is that she is a lazy employee. Today, I lost my cool with her bc of her rude mouth after i asked “who makes the milkshakes”.. so I threw a piece of straw paper that was already balled up sitting next to the register. Obviously I’m not excusing my reaction at all and I am aware. There was another girl that walked up and said she’s the manager and only smiled sarcastically when she heard the cashier speak to me in that tone (and all of this occurred before I threw the piece of straw paper at her). I get it, have ur worker’s back but she was not in her managerial role at all bc she didn’t conduct herself as one. Also, the sandwich guy interjected when it had nothing to do with him. This store has to do better. The entitlement and audacity of this younger generation). Where is a real store manger, as the store needs professional management. And may I add, the tables are never wiped down between customers and the disorganization during busy times is insane. I will not be going back to this location. Thanks...

Had a order picked up for me because I'm at work. Didn't get my drink so I was confused and called and was told if you do pick up you have to do it yourself. Understandable but they put the empty cup in the bag and taped it shut. So of course they didn't think I'd gotten a drink. I didn't like the tone of the person I spoke with when I called and asked about it. This is the second time I've had an issue with an order the first time a guy called, maybe the manager, and apologized for the mix up. However, the woman I spoke with today talked to me like I was stupid because I said I had someone pick it up. "We don't do fountain drinks for delivery so..." I never said I ordered delivery. I can't stress enough how much sense it doesn't make to tape the bag closed with the cup in it. You shouldn't assume I'd be the one picking it up. The same person got my food before and said the drink was sitting there. Maybe an employee was feeling nice last time and that's not normal but taping the drink in the bag and not sitting it next to it still doesn't make sense. She dismissively told me I'd get a refund, said bye, and hung up. I wasn't seeking a full refund , just the cost of a drink but bye to you too! I just will not order from this...