Potbelly — Restaurant in Des Moines

I forgot to ask the young gentleman's name but I know now it's Nate. I think he is a manager. He and the owners should be very proud of how well he treats customers and much more that he does to make sure everything is like the customer wants or needs it to be; plus he thinks about what else I would like and respectfully asks. I rarely see anyone anywhere that takes customer service to a level that he does. I used to own and operate two businesses and customer service was taken beyond what anyone could imagine but this was decades ago and I counted on Word of Mouth Advertising. When I see anyone that is this amazing or even close to this I let them know and I have let managers, supervisors and owners know even if it involves a phone call or email that I think someone is exceptional at what they do and at times I will say they have an old soul which doesn't always have anything to do with their age and my favorite part is what I call allowing their genuine selves shine through including a sense of humor. I understand that some people have to be professionals but if they are too professional , I say they have too much starch in their collar. I was a little disappointed related to how little is on a sandwich and that what is there doesn't spread to the ends of the buns but I do appreciate the quality and this was when he wasn't there. I asked him about something I needed to be a little different so the bread wouldn't be too crunchy/chewy and he did this to help me and understood that I am not able to chew as well as I used to be able to do and I understand why many people would like the bread to be like what makes it more difficult for me to chew. It is a nice atmosphere there. I ate quickly the last time due to I saw the open and closed hours for the first time and I clean up any mess but when I was struggling to walk with all the shopping bags hanging on my walker to exit the same way I entered the door was locked and I couldn't get anyone's attention so I had to go back across the restaurant, exit and squeeze everything through the vintage revolving door and I got stuck in there for a while. They were busy doing all required to close and there was some other customers that came in about 30 minutes before they close. Not Complaining, Just Explaining. IT'S GRRRRRRRRRRRRRRRRRRRRRREAT FOOD and...

This was my first time coming into the restaurant. I had just left the hospital hadn’t eaten in almost 24 hours and we chose this place to try something new. It looked promising, there was a line going out the door, the smells were inviting and we were patient and reviewed the menu board till it was our turn. When we got to the counter, we announced we had never been there before but we were excited to try some things. My partner ordered the pizza sub, I ordered the wreck slim and I got the chicken pot pie soup and we got a salad to share. The gal that was making the sandwiches was not conversational at all she didn’t care we were new and just wanted to know the sandwiches we wanted and for us to scoot down the line. Yikes! Well we scooted down and the gentleman asked what we are having we scrambled to remember the names of the sandwiches we just ordered as we had never been there before it’s not something we just know, my partner announced she had the pizza sub and he said oh yea I know it was the only one in the warmer. She said yes that’s the sandwich. She dressed it the way she wanted I dressed mine the way I wanted and we said we didnt know where to order our salad at, he looks very irritated and says we were supposed to order the salad at the last station. We didn’t know and I felt it was a HUGE inconvenience for him to call out the kind of salad we wanted . He was very rude … and if the food wasn’t 5star food we would...

Where do I start. First of all, the shake machine wasn’t on when I arrived so that was a bummer. But not a big deal. I Order and after a LONG wait I get to add my toppings, of which there are not many options. I proceed to wait way too long to get to the cash register, but to my dismay the cashier left. I waited again for at least 5 minutes. But finally the lady comes back but instead of helping us she helps the lady behind my friend and I. Excuse me?? She asked for soup at the end and a bag and goodness that took awhile. THEN the cashier has the AUDACITY to ask the couple even further behind my friend and I for their order, but some people in the world are good and they allowed my friend and I to finally pay. She apologized for the wait and offered a free drink. Of course I accept. I sit down with my lemonade in a water cup, and open my sandwich. IT WAS THE WRONG SANDWICH! That is all I have to say. Wait. No it’s not. So my mom was ahead of me and waited as long as the guy in front of her. The cashier gave that guy 10% off his order for the wait but my mom received nothing. No discount no apology nothing free. Please go somewhere else to eat....