Potbelly — Restaurant in Fairfax

If I could give zero stars, I would. My experience at Potbelly in Fair City Mall, Fairfax, VA was beyond disappointing. I scheduled an order for pickup in advance. I ended up standing around for 38 minutes past the promised time. Yes, you read that right—38 minutes late.

Despite repeatedly asking the staff for updates, not a single person seemed to care. No sense of urgency, no apology, and zero communication—not just with me but with several other customers who were also waiting. It was almost as if we were invisible. There wasn’t even a manager present to take control of the situation or offer any form of explanation. There were others waiting for their pick up orders as well, and somehow a few with pick up times after me got their orders before me. In person orders came and went as I continued to wait, I should have just ordered in the store but I stayed waiting after being told mine was being prepared. There was clearly no logical method to their system of preparing orders.

What’s the point of scheduling ahead if the staff doesn’t bother to prepare the order on time? It’s completely ridiculous. Potbelly seriously needs to rethink its customer service, or they’ll lose any remaining loyal customers. I won’t be back, and I’d advise others to avoid this location if they value their...

Came to this potbelly for the first time everything was great until I asked a question about there new specialty sandwich the jalapeño popper sandwich I asked the worker taking my order who’s name is Sabrina what was on the sandwich she tells me what is on it I said ok never mind I then added another sandwich for my son. The lady ended up making the jalapeño sandwich handed it to her colleague I told her I didn’t order that Sabrina got upset and balled up the sandwich in front of customers even when her co worker said it was ok she would take it. Everyone else there was nice. Idk what was wrong with Sabrina but it clearly wasn’t her day. If she was upset she shouldn’t have made a scene in front of customers I’m very big on customer service. I work customer service I know it’s never an easy job and I always make sure that I’m nice to people working because I know how it is, but I did not appreciate her making a scene like that if she doesn’t know how to give proper customer service maybe she should try...

My family and I ordered online from Potbelly for delivery, as we have COVID and couldn’t do pick up. When the order was not out for delivery at the promised time of 5:30pm, I called the store to check in on it. The manager I spoke to informed me there was nothing they could do- a third party delivers it and she could see there was no driver assigned, but she couldn’t contact the third party or provide me either the service or the contact information from them. When asked if there was anything we could do to actually get it delivered, we were told no. Getting this information (and her name so we would have a record of who we talked to) out of her was torturous. We have 2 small kids and can’t wait for an order that may or may never come, so we asked for a refund. We were then told she’d contact the district manager and we’d get the refund in 5 business days. We won’t be ordering from this store again and won’t recommend it for others who...