Potbelly — Restaurant in Crystal Lake

Delicious sandwiches and usually friendly service. I used to go here quite often; but, I got tired of being overcharged for items I never purchased. The crew they had working during the day seemed to know what they were doing; but, everything seemed to fall apart in the evening and especially on the weekends. If you plan to eat here on the weekend, then plan on very slow service, being overcharged and extremely dirty tables. If you plan to eat here in the evening, things will either run smoothly, or you'll be overcharged and will have to search for the cleanest dirty table in the place. Despite the fact that the evenings aren't that busy and the employees are standing around gossiping, none of them are motivated enough to wipe off the tables. On a positive note every receipt offers the customer the ability to take a survey to rate the food and service. If either the food or service is exceptionally bad you can even request to be contacted... nobody will ever contact you; but, you can request someone to contact you.

Other than the crappy service the sandwiches are actually pretty tasty. But, my suggestion is if you really crave a sandwich from Potbellys then find a different location... unless of course you don't mind being charged for extra drinks you didn't get and eating off of filthy tables because the employees are too lazy to...

Terrible customer service!!! I don’t recommend ordering online at this location because the staff is rude and don’t have good problem solving skills. I placed online order (picture attached) and saw that they couldn’t give me cranberries I requested because it’s “an extra charge”. Fine, not a problem… So I went to register and asked for a side of cranberries so I could pay for them. Well… That wasn’t an option and the manager walked up and asked if there was an issue and the lady said “she has a PROBLEM with the cranberries” and i responded with I don’t have a PROBLEM with the cranberries I just have no option to add it as an extra online which is why I put it in the notes. So I am here trying to pay for it. Manager said there no way for them to do that. So I asked how do I get cranberries? He said you’d have to do it when you order it… Which again, isn’t an option online…

I’ve NEVER had this issue at the Algonquin location and they have excellent customer service. They even acknowledge you as soon as you walk through the door. Everyone was busy chitchatting that I had to stand by yhe register and wait for the crabby employee to finally do something. I didn’t get a name but she was an older woman maybe 60’s with grey ponytail. Never...

This store is not a good one. Today I placed an on line order, and they quoted an 1 hour + wait time. Only 3 employees, not a large line but no ability to accommodate producing a sandwich for nearly 90 minutes. With a post 2 PM promise time, and a 3 PM close time for the store, I have zero confidence in this place.

Online tools do not provide the ability to cancel or change the order, and the store staff have no ability to cancel or refund the transaction without a 2 to 5 day wait period.

The manager did a good job staying calm in the face of my irritability but she needs to find a new key phrase. The fifth time hearing "I'm sorry you feel that way but, I can't help you" does nothing to deescalate the situation.

I doubt very much that they will actually process...