Potbelly — Restaurant in Denver

Take all my stars!!! The staff here are FABULOUS.

I placed an online order for pickup, and upon picking up I discovered the sandwich was not correct (I live far away, so I wanted to make sure it's what I ordered before it's too late to do anything about it - i.e. by the time I got home). The bread was not what I ordered, then I peeked inside and saw the filling wasn't correct, either.

I notified the staff, and they profusely apologized and instantly remade it to be what I ordered. They kept apologizing the whole way through, and I had to stop them! Haha it's just a sandwich, all good, and luckily I found out about it there and not 50mi away.

They remade it to perfection, and my dog says a big WOOFTHANKYOU for the other sando, as he was the lucky recipient of that one. :) (They told me to take it, as they'd have to throw it out otherwise.)

Thank you for making my absolute favourite sandwich ever and for being so kind, to boot. Icing on top!

I don't want to say "this is what all customer service should be like!!" because, quite frankly, they went above and beyond, but I've been made to feel like I am in the wrong if/when this situation occurs, so it was refreshing to have them acknowledge the mistake and remake it without a fuss.

I hope everyone working that day gets 1,000 cookies! You made my heart all warm 'n fuzzy, and I really appreciate...

Just bought their new prime rib sandwich & literally the meat was RAW... not rare, not undercooked, it was literally uncooked. I ordered on my app & picked up at the location. Called them to let them know the meat is raw & the guy who picked up the phone argued with me telling me that all their meat is cooked & that's how they receive it from their supplier. He also mentioned that they've been getting shipments where the meat looks redder & redder but they put it through their toaster so it's OK. I've ordered the same prime rib sandwich at other potbelly locations multiple times & have never had an issue where the meat looks totally raw.

The guy was unapologetic & argued with me at the store when I went to pick up a new one. I just walked away with my new sandwich since there was no point talking to him.

While I'm writing this review, the general manager calls me & apologized which is the only reason for the 2 stars. He explained that for food safety reasons they cannot serve raw meat... understandable but to a regular consumer, if that meat wasn't raw, then it was one hell of a bloody rare slice. Fyi - according to the first guy, what I was served was already "cooked" again through a 600 degree toaster when I received it so I have nothing more to say. The pics say it all.

Btw~ only saving grace was the super nice girl at...

My experience started out great at this store. I placed an online order to pick up at the store and paid when I got there only to find out later I was charged twice. I was fine with this, mistakes happen. When I called to ask about a refund is when the experience went bad. The employee I talked to (I did not get his name) asked if I had a receipt and when I told him I didn’t have one he just asked for my information so that the next time I went in they would give me a free sandwich. I told him I needed a refund since the order was almost $40. After a few questions from him, he was able to find the online order but not the addition charge. He told me he didn’t know how to look it up but he would leave a note for his manager to refund me the next day. I asked to have the manager call me when it was done. The employee apologized for the inconvience and ended the conversation. As he was getting off the phone I could hear him call me a F*ing Ahole to a coworker, guess he thought he had hung up already. Wish I knew his name, he could use some customer...