Potbelly — Restaurant in Eagan

I ordered food online tonight, at the Eagan Promenade store that says it is open until 9PM on Wednesdays. They charged my bank account, but when I got to the store, it was closed. They basically have stolen money from me.

Tried calling the store, no one picked up. Not surprising - they were closed. Tried calling HQ number in Chicago, got an automated service that didn’t work. Kept asking me to put in my phone number for a call back, but wouldn’t actually accept the digits. I tried three times and it didn’t work. I’m still out my $40 for food I did not receive and I am NOT HAPPY.

Sure would be nice to be able to speak to a human being and get this resolved NOW.

UPDATE: boy, I wish I could delete the one star that Google makes you use. Called the store today and asked to speak with the manager. Person on the phone said they were the manager, so I let them know my complaint about what happened. They looked up my order and said, “Uh, yeah. I see that order. I’ll forward it to my manager so they can refund. Sorry.”

That was it. The employee lied about being the manager, and then basically shrugged off the problem like it was no biggie. When I suggested updating their website so customers can’t order food when the store is closed, same employee said, “Yeah. Thanks. Do you need anything else?”

I know things are tough with the continued pandemic and staffing shortages, but this is outrageous. The customer is not always right, but in this case? Do better. This is NOT okay.

UPDATE 2: I know this review is extremely long-winded at this point, but I want to share that I WAS NOT refunded after my first call. I had to call again the following week, was hung up on, and subsequent calls were left unanswered. I finally had to visit the store in person to confirm that I would receive a refund. Again, no apology until I mentioned that at the VERY least an apology on top of my refund might be warranted.

As I understand it, Potbelly's is a franchisee chain, so I will try another location, but I will NEVER order from the Eagan store again. They have a taped up notice on their store window, stating their limited hours, but buyer beware: the website says they are open and they WILL take your money and leave you...

The service at the Eagan location has gone down since Covid. It used to be a favorite place to come. Food and atmosphere is still great, but the service is not friendly, efficient, helpful.

I asked for a shake at the order counter and they yell for shake order to the person working at the cashier. The cashier used to yell back, so that everyone knows that the order was heard. I haven't seen them do that system in several years. So, when it was obvious that the cashier didn't hear the order, I told the order taker and he didn't do anything about it. I went ahead of the line to tell them about my shake order. He got to making it right away. The shake was ready by the time my sandwich was ready. Back to the sandwich order. The topping worker asked what I wanted on my BLTA, Bacon, Lettuce, Tomato, Avocado sandwich. I read the list of free toppings and told him. Then, he asked if I wanted Avocado? Yes, it comes with the BLTA sandwich, right? Why ask. I made no further comment. I get to the cashier and there is no sticker on my bag, so he asks what sandwich I ordered. I told him, but didn't clarify the size (there are 3 sizes). It didn't occur to me to say skinny. I was charged the original. How many times have I been eating a skinny and charged for a larger size. ...

I love Potbelly, but the last time I ordered here was terrible. I did an online order from my office so it would be ready to pick up when I got there. I know the lunch hour is very busy so when I walked in and my order wasn't waiting in the online order pick-up I figured it would be coming shortly. I waited for a while and a few other people came in looking for their online orders as well. One of the guys working there looked at a man who came in after me and asked what his order was. I realized they were making the online orders as people came in for them! Not in advance! So I had to wait for someone else's order to be made, then tell the guy working there my name so he would make my order! I was already 30 minutes into my lunch at this point. Then when I finally got the order and went back to my office, it was incorrect and didn't have any of the specifications I asked for. I was extremely disappointed with Potbelly that day and probably won't oder online during the lunch hour again since I end up having to wait just as long as if I...