Potbelly — Restaurant in Austin

Review Title: Disappointing Service and Hygiene Concerns

We visited PT Belly in Austin around 3:30 PM, looking forward to a good experience, but unfortunately, it was far from satisfactory. Unprofessional Behavior: The male server was unnecessarily rude and dismissive, even going so far as to comment that “we don’t know what we want.” This kind of behavior is uncalled for and made us feel unwelcome. A more respectful and customer-friendly attitude is essential in any service-based establishment. Hygiene Issues with the Vending Machine: The condition of the soft drinks vending machine was concerning: • Visible Dirt and Residue: Layers of grime and residue were noticeable on the racks and interior. • Rust and Corrosion: Several components showed signs of rust, which raised health and safety concerns. • Spills and Stains: Liquid stains and residues were left unattended, further contributing to an unsanitary appearance.

Suggestions for Improvement: • Staff Training: Train staff members on proper customer service etiquette to ensure a pleasant dining experience for all visitors. Respect and patience go a long way in creating a positive impression. • Machine Maintenance: The vending machine should be regularly cleaned and sanitized. Replace rusty or damaged parts and promptly address spills to avoid hygiene hazards. • Customer Feedback: Actively listen to and address customer concerns to show that their opinions matter.

While the food may have potential, both the customer service and cleanliness need significant improvement. We hope to see changes that make this place more welcoming and hygienic...

I generally like Potbelly as a restaurant, but this particular location is one of the worst, most poorly run food service establishments I have ever been to. Today I went through the drive-thru and ordered two sandwiches. I got home (about 15 minutes later) to find that I only had one sandwich. I drove back and talked to an extremely apathetic employee who did not say much to me, but I finally figured out that my sandwich was made and sitting on the counter. He asked if I still wanted it. At this point, it was probably sitting there for about 30 minutes. I said that I just wanted a refund and he said the manager would have to do it. A manager came to the register. He didn't look at me and barely spoke to me. I had the receipt. He looked at it and said he was really busy and he "promised he would process my refund later today" At this point, I was so frustrated and had spent an hour out of my workday dealing with this, so I left and went somewhere else. I did not even get an apology for their mistake from anyone. I wish I could say this was the first time I have had an issue like this at this location, but it is not. I will probably never go here again. I understand not liking your job, but you can AT LEAST pretend and apologize when you make a mistake.

Update: didn’t...

I had high hopes when I came into the Potbelly in Lakeline because my husband like's the chain's sandwiches- he is going to be spoke to harshly. The person that assisted me didn't know what he was serving and couldn't answer basic questions. I asked if the meatballs had pork because I have an allergy- he didn't know. I asked what was in the Mediterranean sandwich, he wasn't sure. I ended up ordering "stakehouse" sandwiches only to find it was the same deli meat as any roast beef sandwich- a gross mischaracterization of the sandwich! The "Grilled" chicken on the Mediterranean was soft like tofu. almost gelatinous which immediately made me concerned it was undercooked. finally, there was a general lack of condiments, and the sandwiches were so poor in make and quality that after two bites and threw the remaining in the garbage. I'm furious I didn't try it until I had left because I would loved to get my money back. Highly disappointed and strongly recommend finding someplace with better food at a better price.

Too expensive for poor...