Potbelly — Restaurant in Dallas

We placed an order at 12:30 pm from the Potbelly website. Doordash came with the wrong order. He said that the restaurant gave him this order. He went back to Potbelly to switch it out. The person there told him that they couldn't give him the correct order anymore, that I needed to call for it and figure out how to get it. At 1:30, I called and they said that they gave him the right order. We actually looked at it, and it was the wrong order, so they lied. They said they would send it out with another DoorDasher. At 2 pm, we still had not received it, so I called again. The general manager said again that it was the original DoorDasher's fault, that they don't know what he did with our food. I told her that we LOOKED at the food he was given and that it was wrong. We were now 1.5 hours AFTER we placed our order. She refused to apologize and just said we needed to just wait, and she hung up on me. Another 15 minutes passed, so my coworker just drove to Potbelly and our food was still just sitting there. She picked it up, and 2 hours and 15 minutes later, we ate our freaking lunch. The general manager was rude and argumentative with my coworker. There was no apology, nothing. I would like my delivery fee reimbursed, you know, since we had to come pick it up. Also, maybe some customer service training. We have never had Potbelly before. And we will never have it from here again. Sad because the sandwiches were actually really good (except the oil I didn't ask for that they put in...

I travel often. I have been to Potbelly restaurants all over the US. For some reason this Potbelly upcharges for protein substitutes. IE if I get a salad sometimes I prefer ham over chicken. I have never had an issue with this at other Potbelly restaurants.

To elaborate (and I am estimating cost, but close), when I order a salad and ask for ham instead of chicken. This staff says we need to add a $3 charge for ham. I understand if I want both proteins, but I just want one. So now instead of getting a $12 salad I am now getting a $15 salad, which I could easily go to a steakhouse and get. The first time this happened, the person said (in a confusing way) I don't know how to replace items in our system so I have to charge you. This time I asked and the staff was well versed and said, we have to charge you for changing (the protein).

Well this Potbelly has lost a customer. Over that last couple years I have come to this location about 20 times and never had an issue. I can go to any other Potbelly in the USA and not have this issue. What's going on. Either way you guys have definitely lost my business. I'll just go a couple miles...

I used to give this location 5 stars, but after today I am only giving them 3 because at least the food is still good. The guy who served me today (heavyset 40 something dude with a salt and pepper beard) was incredibly rude. He acted put out by the very fact that I was ordering. Even the girl he was working with seemed uncomfortable and quiet. The straw that broke the camel's back was when he was done ringing me out, instead of bagging my food, he threw the half open bag on top of my order (3 sandwiches, and three soups) and went on the help the next customer leaving me to bag my own order. Hey guy, if you dont want to be in the service...