Potbelly — Restaurant in East Peoria

It's Friday the 13th at 6pm, all the restaurants in the Levy District had huge lines and waits so we decided to go to Red Robin but it was packed a well so we came over to Potbelly's to eat. Walking in the way to order seems totally backwards and completely not efficient with a lot of confusion for the customer. From the door you go all the way to the opposite wall to start your order then work your way back to the door to pay. Wife and I had the pick 2 option(half a sandwich and soup or salad and a drink). Our daughter had a peanut butter sandwich on white bread with a cookie and a drink. One guy behind the counter had to practical walk and instruct each customer thru the ordering process, while the girl looked completely lost and the kid running the register struggled on everyone's order to ring up. The ordering process is a complete mess and needs a complete overhaul. There was plenty of seating as there was only 4 tables being used(friday night at 6pm). Get sat down with our food, going thru the food my wife's mac and cheese looked terrible so she took it back. The talkative guy said sorry that was our lady one I knew I shouldn't of have it to you, wierd.... so she got a salad which she said was good. My daughter's peanut butter sandwich on white bread was labeled wheat on the bag and it was wheat🙄. My prime rib sandwich was cold and was raw n not pink cooked, RAW! My cheddar broccoli soup wasn't bad but had zero flavor and substance (it was practically all cheese). My daughter's cookie was a little bigger then a half dollar oreo sized, kinda thought it would of been a cookie of size like what they have displayed at the register, nope. To add at the end of the experience, my wife went to the restroom came out and said they are out of toilet paper. As we left my wife just let the girl employee know they we're out of toilet paper. The girl looked at her like she had snakes coming out of her head and didn't reply to my wife or acknowledge her. I always give eateries at least 3 tries everyone has a bad day and can't be judged solely on one episode. Although I personally think there's room for improvement from a managers or district managers level. We will be back some day with hopes of improvements, and I think you should give it a try and conclude your own opinion. Only a friendly suggestion to the managers. Spend some quality time on watching the efficiency of the system and try to polish it. Sit back, watch and read the customers experience, body language and see what can be simplified and improved for the customer and...

I spent a lot of money ordering what was supposed to be two sandwiches, chips, and a drink. The drink and chips never came. I called 60 seconds after my order was placed through UberEATS to add toppings, that the app didn't give me the option of adding for some reason (malfunction). I specifically spoke to the manager-on-duty (definitely only the supervisor, there's no way she could manage an entire store with her attitude) to add toppings. She took down on pen and paper, all of the 5 toppings, to my knowledge. 20 minutes later, two plain sandwiches arrive without chips or drink. Not the driver's fault. I, on the other hand, call to ask the issue, and am met with the same female supervisor's unprofessional attitude. She told me that they "probably sent it out early" (aren't you in charge of the completion of orders?), which is why the rest of the order was missing. She had zero accountability. She won't be manager for long, if that keeps up. Anyway, I ended up refunding and going to an entirely different sandwich chain for toppings and sides, because "there was no way to give me my toppings on the side and they didn't have containers to put them into". If you have a chip on your shoulder, get rid of it before dealing with customers. Clean up...

I had a very bad experience. This was my first time going to Potbellys. I was confused as soon as I walked in the door. I let a few people in front of me who already knew what they wanted. I ordered my sandwich from the first kid who asked me what I wanted. I proceed to stand at the register for 20 min. As I waited there about a dozen people were handed there sandwich and checked out. I figured that since I ordered a large sandwich with everything on it it would take longer but not that much longer. Finally someone asked me what I was waiting on and I told them my order. They proceeded to look in the oven for my sandwich with no luck. Which then the finally started making my sandwich. I was told that I could take a free cookie for my inconvenience. I work 40 hours a week and get a half hour lunch break each day. I had now spent all my 30 minutes waiting for my sandwich. And all they had to offer was a free cookie. I refuse to go to a store that thinks that they can buy back customers with free products or discounted products after such poor customer service with not even an apology added on. I will not be going back to a Potbellys in...