Potbelly — Restaurant in Farmington Hills

Two stars because of the rude manager. I called ahead because of an issue, and the gentleman on the phone understood and told me to come in to fix it. He listened 100% and it was simple. By the time I arrived there was a shift change and he was no longer there. I was here on March 3, 2024 at 5:15pm. The manager on duty was very rude, and kept interrupting me when I was explaining my issue. Restaurant was completely empty, no line or anything but she was acting like I was holding up a line. She spoke to me like I was stupid. She was assuming what my issue was and giving me explanations for them despite her having no idea what I was trying to say. She even interrupted me after I politely asked her to stop. She kept pointing at herself saying “Well I’m the manager” like that meant I didn’t know what I was talking about. Which is ridiculous because she didn’t even listen to me speak.

When I again asked her to stop interrupting me so I can properly explain without having to backtrack, she said “fine, I’ll just listen indefinitely” with a lot of attitude. After that, I just walked out and told her to have a great day. So rude. I will come back when she is not there. I work in retail, and when a customer has an issue, you listen until they’re done talking. Interrupting them with your own incorrect assumptions about what’s wrong just drags out the interaction. You don’t treat the customer like they are a problem.

The cherry on top is that I was undercharged and wanted to pay for what I received so I could get my points. She just couldn’t grasp that and would not cooperate, instead choosing to be combative. Instead of working with me to solve the issue, she dismissed me as a problem customer without even hearing me out and treated me with disrespect. So I walked out with my free item that I attempted to pay for. I will try again when she isn’t there. Absolutely ridiculous. My review would be one star if it weren’t for the gentleman on the phone. If you don’t like your job, find a new one!

UPDATE: Another manager called and reached out to apologize for what happened and that made me feel a lot better. She was very kind and apologetic about the rude manager even though it wasn’t her fault her co-worker acted like that. She should train the other manager on...

Absolutely awful customer service! I ordered a BOGO - two sandwiches for the price of one on their app. The app prompted me to check off the BOGO promotion, and I assumed I was all set. When I got to the restaurant to pick up my meal, there were one, not two, sandwiches in the bag. I pointed this out to the clerk, who was very confrontational. She looked at the receipt and told me I had ordered one, not two sandwiches. I explained to her that the only reason I had driven there was the BOGO promotion, but she was insistent that I had only ordered one sandwich. I asked to speak with a manager, and she told me she was a manager. However, since she seemed to have no interest in fixing my order, I continued to ask for the manager. Another woman came up, I explained the situation, and she repeated that I had ordered one, not two, sandwiches, but she told me in an extremely condescending fashion that she would make me a second sandwich. I reiterated that I had absolutely clicked the prompt on the app for the BOGO; she responded, "We didn't design the app." I told her you can't have it both ways. You can't tell me I ordered one sandwich, but you're not responsible for the failure of your app. There's nothing worse than a rude manager who tells you you were wrong, but they will do you a huge favor and make you another sandwich, then acknowledges their app doesn't work right. To make matters even worse, I called their toll-free customer service number. It's impossible to reach a live person, so I left a detailed message explaining the failure and asking for a return call. That was three days ago, and no callback. Clearly, customer service is not a priority for Potbelly. I have no less than 30 restaurants near me to pick up carry-outs. And the Potbelly sandwiches were nothing special and way too salty anyway. It seemed like a nice concept, but I'll take my business elsewhere to restaurants that value their customers and have...

Terrible and disgusting.

This was our absolute worst fast-food experience ever. The place was empty before we walked in yet it took me 40min for our order to get complete with several complications. After placing our initial order for 6 people, we had to restate the entire order 3 times to 3 different people. After our entire order was given to us and paid for, they tell us there was no soup that as part of our order for my son. So instead we order a simple sandwich. Meanwhile the place is packed because no one has paid for their meals in 20min. They put my son’s replacement order on the bottom of the stack of orders and I challenged it but got no answer. It took another 15-20 minutes to get his food while my child is in tears. No apologies or reimbursements were offered.

Then I filled my cup with the ice tea and realize the top of the tea is missing so the entire vat of tea is exposed with floating stuff at the top. I tossed the drink. So gross.

Wasted money but was so upset I just wanted to go home. Thanks for...