Potbelly — Restaurant in Baltimore

With higher prices, unfortunately, the cleanliness, service, and Potbelly standards have not caught up with the higher prices they are asking at this location. I went into this particular Potbelly last night for a couple of scoops of ice cream or a sundae, but I was told they did not offer scoops of ice cream or sundaes. All they serve are the milkshakes, so I ordered the chocolate milkshake but asked the male employee not to put any milk in mine. I asked that he just put the ice cream and chocolate syrup in a cup for me. That was refused because that would be considered a sundae, and again, they don’t sell scoops or sundaes. I asked him since I was a paying customer if I could have it my way without the milk, he refused, and he told the manager to refund me my money. Understood. My suggestion with Potbelly and their staff is that the word “no” and returning a customer's money should be the last option. He should have suggested another way for me to enjoy the milkshake, maybe with less milk for a thicker milkshake. That may have earned a happy customer, but to return my money and what I sensed as frustration with me wasn’t valuing the customer at all. It was actually not educating the customer to “Potbelly’s way” and was turning the customer away from future purchases. I did talk to the manager. She stood with her staff and again didn’t use it as a training moment by finding a way to satisfy the customer. The new girl that seemed to be training on the register interrupted while I was speaking with the manager, suggesting another ice cream place in the area so that they could take the customer I was holding up. Which again turned away a customer, not making the sale, and not finding another way to make the customer happy and earn revenue for the business that night. I personally did not feel this experience was professional. What I did find is that at this location, they stood by the fact that they did not sell scoops of ice cream or sundaes. But in the past, I've gone to this location and ordered a sandwich, they are not fun, they don’t smile or repeat the toppings back to me like others, and they don’t wrap my sandwich the “Potbelly way,” it's more like the Subway up the street. Those experiences at Potbelly’s I feel are much more valued than not selling a sundae or scoops of ice cream. I really appreciate the interactions at the other Potbelly’s and really hope the 3201 St. Paul St. location is not the new direction with Potbelly’s. This location, for me, prices have gone up, but the clean restrooms, dining area, and steps of service are the qualities that set Potbelly’s aside from other sandwich shops but have gone down in this location. I can say personally that I find the Camden Yards and 1201 N. Charles St. locations very accommodating, with very nice staff and managers from what I’ve experienced in the area. If possibly, can someone come in and retrain the staff on St. Paul? I would love to go in there next time and be valued as a customer. Is this too...

I have been coming to this location since it opened (It was the only spot I could still get a Chocolate Malt.) When the wifi in my building went down, EVERY staff member & manager, bent over backwards to ensure my comfort & satisfaction.

I've spent a lot of time in this store over the last few weeks & noticed they treat all of their customers as nicely as I am treated. The food has always been fantastic. If an error is made, they quickly correct it to your satisfaction. They also maintain the cleanliness of the restaurant & bathrooms (which is difficult as the majority of customers are students that aren't used to cleaning.)

Charles Village has a large population of the mentally ill. It also attracts a large number of panhandlers. Since most properties allow pets, dog-friendly would be an understatement. My point is, this restaurant faces problems, every day all day, that most never have to confront. They treat every person through that door with respect even when THEY themselves are shown none.

I could choose any of a dozen restaurants to dine in, or even use their wifi. However, the atmosphere J.T., Simone, Shelby, DeSean & the others have created is very comfortable. So, it would be foolish to go anywhere else. Whether a resident, visitor, or very large group you would be remiss in passing...

Overall: Despite the reviews, food was tasty and staff was friendly. However, regular, almost comic mistakes with our catered order soured the experience. Although management reimbursed us, the overall experience was mediocre. As long as you pay attention for errors and don't mind the occasional indifferent staff member, this place isn't bad. NOTE: Potbelly restaurants observe strict delivery areas to reduce competition between them. You don't have a choice which of these restaurants will cater for you.

Food: The sandwiches are in a class above the commonly compared Subway. Additionally, the cookies and chips are good and worth the extra few dollars in catered meals.

Service: (Catered) Staff was friendly. Although we put an order in for sandwiches only, somehow staff confused the order, costing us more than it should. Additionally, they got the date wrong, expecting us to pick up a day earlier. Either improving the catering ordering system or communication would help here. Make sure you have a copy of the order form so you can verify what you're given with what was expected.

Management: As long as you make management aware of the problem, they seem willing to fix it. For us, reimbursement for the unordered cookies and a free sandwich made...