Potbelly — Restaurant in Ann Arbor

What a disaster! Worst customer service I have ever experienced in my 70 years of life. I ordered from them about a month ago and called 15 minutes after the order was supposed to be at my house. Turns out they didn’t have a delivery driver and DoorDash decided not to pick up the order. I got a refund. I had one successful order a couple days later that did make it to my house. Today, October 7, I placed an order with them to be delivered by 2pm. 10 minutes after two I called them and ended up speaking to someone who said DoorDash has the right not to deliver if it’s more than 5 miles. I am 4.9 miles away from their store. The lady was unbelievably rude. I raised my voice simply because of her attitude. She NEVER once said she was sorry. Told me she would process a refund. I won’t post this until I know that I got the refund. When I asked her her name she refused to give it to me. She just said I’ll be here the rest of the day in case you call back. I was in the hotel restaurant business for more than 40 years and have never seen or experienced service as poor as this. I will not be going back. This store should not be allowed to stay open. It will fail because of service like this and their attitudes...

Dakota, since the moment I laid eyes on you I knew we had something special. That sort of customer service isn’t something you receive from just any old employee… I came to visit potbellies in a dark time in my life. When they handed me my sandwich I bit into it and realized there was a note inside. I was going to complain but then I read it and it said “stay strong… love Dakota.” How did he even know that I was going through a messy divorce as well as being in throes of unemployment?? Dakota knew me better than my own soon to be ex-wife. With tears brimming in my eyes, I rushed over to the cash register to thank this kind soul. He told me “It’s my pleasure. I live to serve.” That was the final push… I burst into tears. “Thank you for being a potbelly patriot!” I exclaimed between sobs. Dakota, if you’re out there, never give up. You’re a better man than me, and a much better man than my...

The service and food at this location are fantastic! I ordered a sandwich without cheese, and received one with extra cheese...ooof. But not to worry, the manager was on it immediately. She was observant and kind, and quickly made sure my order was corrected. She offered to comp the sandwiches for my boyfriend and myself due to the mix up. We declined the free food, as we were honestly just taken aback by the manager being out on the floor available to assist customers and employees, and the genuine caring nature she displayed. That type of service is so rare nowadays, but boy is it appreciated! The sandwiches we had were fantastic too! I know we'll definitely be back sometime soon for more delicious sandwiches and the great customer service. Thank you for...