Potbelly — Restaurant in Gaithersburg

Prior to today, my family & I were loyal patrons & regular customers at the RIO Potbelly Sandwich (at least once a week of dining in or delivery) and today was no different. Today's delivery order arrived missing an item (cheese curls) (btw, items have been missing in past delivery orders however when I contacted the store, I spoke with a very sensible manger (no, certainly not John) who at the time didn't rudely try to overtalk me, instead he listened, as a true professional would, and took responsibility of the fact that they had made a mistake. He also did not try to offer up excuses & blame me, the customer, for the manner in which I may have placed the order on the website being the reason why my sandwich was also prepared incorrectly (perhaps John thinks it's my family's fault that they omitted the cheese curls from our delivery order as well - which we STILL don't have & have paid for🙄 Very disappointing experience today to say the least that could've easily been resolved by management having better communication skills, customer service & professionalism 😕 RIO is a high-vis area and with all the competition that's out here, it's my hope that this establishment "figures it out" & start valuing their loyal customers before their reputation & ratings begin to suffer. For now, my family and I will not be returning to...

Disappointing rude staff.

Yesterday around evening, I visited potbelly and had a very rude encounter by the lady staff asking for which type of bread. Upon approaching the counter, i was ignored untill I greeted her first. When I requested her for mediterranean sandwich and asked no cucumber in it, she raised her voice rudely and said to reach the other lady who was stuffing the sandwich. After that, the lady asked again in rude tone whether I want chicken or not, as it has a vegan option. First of all If i want a vegan option, i would have asked in it, the face she made and the loud rude tone made me feel, i’ve been insulted and embarrassed.My guest with me was asking me what happened and why is she mad at me. While I understand that mistakes can happen, the manner in which I was treated was unacceptable. Customer service is a crucial aspect of any business and unfortunately your customer service is trash. Thank you for making my day bad....

The food is good and what you would expect. Rios is a nice location overall. They serve ice cream and shakes if you are looking for a cold dessert. There is enough seating. On the negative side the past 3 times we have been there, there was a heavy set employee who I presume is a supervisor of some sort berating employees in the front. It was uncomfortable for me to sit there with my children while he yelled at them for things like not using approved abbreviations for cold deserts on the board or not calling over for the Apple sauce in the right order. Each time it was not an isolated yelling for a minute or so but repeated long runs of raising his voice. Without him there easily a 4, currently when there we look in the window and if we see him we go to...