Potbelly — Restaurant in Bolingbrook

CATERING customers - BUYER BEWARE! - On Oct 14th, I placed a catering order. I had a dietary change and called the store direct. The shift manager said she could not make that change and to place the order again and that the original order would be canceled. Later that day, I called the store manager Nikki who said she could not process the refund for the duplicate order and had to reach out to her district manager. After multiple attempts, I was told the district manager is on vacation, the new manager doesn't have a computer and on and on and still no refund in the amount of $219.48! In addition, the salad was rotten which was promised a refund for that but have not received. I have reached out to the store manager Nikki several times who promised she would take care of this, but is no longer responsive after me being kind and patient through my frustration of not promptly receiving a refund and now working with my bank to try to recoup my money and Pot Belly is not responding to them either and have asked me to wait another 2 weeks which will make over 5 weeks until I have any insight on my refund.

And since I wrote this review, I still have not heard a word from Pot Belly customer service or this locations store manager even though I sent them all the screenshots from the store manager Nikki promising she would take care of this. My bank has denied the 1st...

I went to this location with my children. I ordered two sandwiches, two children's meals and a soup. First, every table was wobbly and dirty. I eventually sat, stuffed some napkins under the leg of the table and cleaned it with my own wipes. No big deal. (Keep in mind there was only one other group there at this time, so it was not busy.) I realize we were not given any spoons or forks that were needed, so I asked for some politely. I started to eat, and then bit into a piece of HARD BLACK PLASTIC! I brought it to the counter to warn the workers. But the woman helping me said "throw that away I can't do it, I'll remake your sandwich." I also told her that our kids cookies happened to be missing and she very impolitely told me they were at the bottom of the bag, but "here are two free cookies, anyway." I then just asked for my money for the sandwich instead of a new one. I honestly do not trust the cleanliness of this location and am APPALLED by the way I was treated when I was being perfectly understanding and pleasant. I STRONGLY suggest you consider your safety before going to this location. It is totally possible my kids swallowed foreign material. Totally baffling.

I have not received a response from customer service despite reaching...

Been here twice now and oh how I have missed the food. Haven't been near one since college over a decade ago. Both times the food was amazing. They forgot hot peppers one time, but no big deal. I always keep a stock on hand at home. The thing that motivated me to review them was there service. The first time we went Jenna helped us out. Again, over a decade since we had been there, so it took us a while to figure out what we wanted and we have a million questions. Jenna was so friendly and professional. I even joked about being difficult and she waived it off saying it was no problem with a smile on her face. I think it actually took us ten minutes to finally get our order in. I am in customer service and now what above and beyond looks like, and Jenna nailed. The 2nd time my wife said Logan gave very similar service. She said Logan asked a couple times to verify the order so he could make sure he got it right, and she was very impressed that after she gave Logan her name, he immediately used her name to thank her. That is a very important tool as a customer service representative that a lot of people overlook.

Great food, and people that know what customer service...