Potbelly — Restaurant in College Station

I was in the location located on University Dr. located across from Texas A&M University today around 3:00 in the afternoon with my family. I ordered an Italian on Flatbread. I asked for all of the ingredients except oil, and telling the employee twice, “no oil.” The employee placed all of the ingredients on the sandwich, including squeezing oil on it. As he wrapped the sandwich in paper I asked if he had put oil on and he said no. Not wanting to argue I took the sandwich. I got to the table and unwrapped the sandwich and it was dripping in oil and the paper wrapping was soaked with oil. The flatbread that was toasted crispy was soggy with oil. My wife took the sandwich to the register to ask for a replacement. She was told one was being made. After a few minutes, instead of delivering my sandwich the Manager, **, came by the table and said it would take too long to wait for the rest of the customers to go through the line and then make my sandwich. She only offered a voucher for a sandwich on a future visit. She did not offer an apology, or a refund on the original sandwich. We asked for it to be remade. She said ok and walked away. We waited until the rest of the line was finished and still did not have a replacement sandwich. My wife went to check on the sandwich, but it was never made. She had to plead to get a refund.

Sandwich issue aside, the manager was rude and not trained on how to handle the situation. She did not offer an apology, but only excuses for how the sandwich couldn’t be made quickly enough. Then, she didn’t even have the sandwich remade. At each instance, employees argued that the sandwich was made correctly and I was wrong in my assessment of it being soaked in oil. The type of service and behavior exhibited by the manager and employees involved was inexcusable, and unbecoming. Everyone in my party was put off by the experience and have no desire to visit again. It’s difficult to understand why I could not just get a replacement sandwich. I imagine the cost of the sandwich is relatively small. In this instance, the manager thought it was worth more than satisfying a hungry customer. That is not great.

I emailed the contact below two weeks ago and have not heard back...

If I could provide a -0 I definitely would. I called to inform the Manager on 9/7 around 9PM that my sandwich and my order was truly delivered by Ubereats and it’s unacceptable and I’m not eating a soggy sandwich. She directs me to ubereats. I didn’t want a refund, just a sandwich that’s not soggy, I’ve eaten potbelly several times and NEVER experienced this unprofessional attitude ever. So I asked for their names and they began making up false names and stated I will not get another sandwich because ubereats is third party and they delivered it, my response to the GM as she stated was her title that Uber did not make my sandwich, and she says to me “sometimes our tuna is a little wet”. Which seriously, isn’t the right thing to do. Replace the sandwich and provide customer service, instead she rather push blame on Ubereats and refuse to provide me with a fresh sandwich. I told her I would be willing to bring the untouched food items. And it went no where because she felt like I had an attitude and hung up on me. I’ll surely NEVER purchase from here ever again for one. But if this is the type of fast food workers we have at this location, it’s not worth my time and I prefer informing others so they are aware for...

I have mixed feelings (in-store dining experience): Pros: The food was both very fresh and delicious. The staff were friendly. They carry my favorite chips (Zappos). Cons: There is no parking lot or free parking for this restaurant. If you are not walking or biking, you will have to pay to park. The closest parking is about 8 paid spots at the corner, along the side street, IF they are available... There were no close handicap parking that we could find. (This may not be a con for some.) The cost is not entirely unreasonable, but I feel that there are better options for me for what I spent. (~$40 for 2 people not including tip, so this may or may not be applicable to others.) Neutral: Be aware they do not accept cash. It is card only.

Overall, for about the same amount of money, I am more likely to go elsewhere that is closer to my home and has a...