Potbelly — Restaurant in Castle Rock

I will start with this; the young man with the neck tattoo and glasses was awesome. He was courteous, friendly and knew about customer service. In the end, he was our fave part of our visit. Where the issue was, stemmed from a miscommunication; and that wasn't even the issue. What happened was- we stopped jn on 3/15/2021 around 3:00 PM. I ordered the kids pizza sandwich meal for my 5 YO. The young man asked if we wanted meat on it, so I said sure. We finished making our order, and then he began to work on a drive thru request, while a young, blonde woman with a cherry tree tattoo in her right forearm began to ring up our order. The young man did mention to the young girl that the kids sandwich had meat on it, to which she told him (not me) that she will have to charge me extra. She rang me up and repeated herself, this time to me. I sat there for a sec, and then, this was the rest of the conversation: Me:"eh, well, he didn't tell me it was extra, sooo..." Blonde Girl: "it's only a dollar." Me, I looking at her, wondering why she thinks I want to pay an extra dollar: "yeah, I NOW know this, but we were not told it was extra, he just asked if we wanted meat in it, and I said sure" Blonde Girl: "well we can remake it.." Me: "Okay, yes, please remake it." Blonde Girl: shocked and annoyed "Really? well if we remake it we have to throw this one away." Me: "Okay (handing her the bag).." Blonde Girl: "No I can't touch it, you have to throw it away" Me: "Ummm, Ok" Blonde Girl: (tells me my total, hands me my card back) Me: "thank you" Blonde Girl: (no response, walks away) So apparently, I am not the best customer in the world, because I didn't want to bite the bullet on a dollar- and apparently I looked like I could afford it, but in reality I was treating my girls to something, because we never go out. We just dropped Dad off at the airport and I wanted to cheer them up. Not really having a whole lot to spend, anyway-a buck, regardless. Maybe the blonde gal was having a bad day as well- but the last thing you want to do is try to convince the customer that the extra dollar was their mistake, and then react in such a way that- although the offer was put out there to have the sandwich can be remade- it is an inconvenience and I should feel bad for not wanting to pay the extra dollar. In the end, the young man came to our table with an extra cookie for my oldest daughter, and apologized for the misunderstanding. I told him that he was great at customer service. He gets it. After being in the service industry for over 20 years, I get it, too; you have to learn to problem solve, sometimes, on your own. He did just that. She didn't. Over a dollar. Not saying I was entitled to it- I didn't even know I owed it- but then to insinuate that I should just pay it because "it's only a dollar"- nnnnnnope. Lastly, the table my daughter wanted to sit at was not clean, despite having a yellow sticky pad on it that said it was, but had an IBC bottle cap, chips and bread crumbs scattered on the table. My table at home looks like that many, many days- but don't advertise cleanliness in the sticky note and on the board in the front of the store, if you can't keep it clean. Overall, salad was fresh, kids liked the sandwiches and we liked the dude in...

We drove an hour and a half one way to enjoy a Mediterranean sandwich because we’ve been craving that ever since we tried it two months ago , they missed a few items, I didn’t taste any feta cheese on sub , there was way to much hummus, The young lady was very nice smile good customer service but the gentleman who made the sandwich was not having the best customer service that day , we even asked him if he added the feta cheese. The guy said yes, but did not. ,my mother’s sandwich didn’t Have any feta cheese or any of the red peppers And she barely had any hummus , The first time we ate this location, sadly it will be the last, I’ll go back to the DTC loction . They didn’t make my mother’s sandwich correct just missing a couple of toppings,and she also had the Mediterranean but didn’t have any peppers and no feta cheese. Very little hummus , It wasn’t horrible, but this could’ve been better. I’ve seen the other review it’s happened before Also, I hope they pay a little...

After seeing that castle rock had anther sandwich shop to choose from we wanted to give this place a try. It was a Totally disappointment. I understand with Covid and peoples want for business to treat them with respect many places are under staffed. But 45 minutes for a sandwich is madness. Since the Lobby is closed your forced to use the drive through that does not allow for one to leave. Your stuck there.

My recommendation would be to open your lobby and allow people to leave and if they don’t have the time to wait. You don’t have to let them eat in there. I feel for the person who was on their lunch break. They are now late for work and did not get to eat.

Also, if that is how your going to run your business. State such… a simple note like hey folks- do to staffing shortages and our inability to manage ourselves we anticipate that it will take 45 minutes to make a sandwich. Please plan accordingly.

As for the sandwich… not...