Potbelly — Restaurant in Grand Rapids

I've ALWAYS loved their food at this location. This time I need to talk about the amazing customer service I experienced. We ordered food for delivery with a requested 6:30 pm delivery time. At 6:50 pm our food still hadn't arrived. I called to ask if there was a problem with our delivery. The extremely polite person on the phone went to check on it. I was apologized to and they took full responsibility that the order was made but never made it out for delivery. They remade it fresh again and said they'd get it out immediately for delivery. They then proceeded to refund my full purchase price including the delivery fee. The person who delivered our order apologized again and said they threw in 2 free cookies as well. I about cried because I felt so valued as a customer. Seems like nowhere does these kinds of things anymore when an honest mistake is made. Way to go Potbelly!! You have a customer for life. I will tell this story over and over to people so this location can continue to thrive. Thank you for standing out in taking care of...

Great food, and even better customer service! My drive-thru order got slightly messed up tonight. I got home, discovered the discrepancy between what I ordered and what I received. I called the shop. Eric, whom I assume is the Manager, made it right! I drove back to the shop 1.5 hours later after the kids were put to bed. I received a new sandwich plus a little bonus to keep my loyalty. I am huge on customer service. When it's not done well, I gripe. When it is done well, I make it be known. There is so much competition these days, customer service can easily separate you from your competition. In my opinion, Potbelly crushes Subway and Blimpie and other traditional sub shops on quality and atmosphere in my opinion. Eric and Potbelly, way to keep a loyal...

Minus 5 stars. This is the most ghetto fast food place in town. The service people who call themselves "managers" are poor excuses for employees. No skills whatsoever. They have a bad attitude, they are entitled and lazy, they act like they are doing you a favor when asked to help you redeem a perk you EARNED by spending your money there. They ended up not helping. Just FYI, I was a loyal customer for 25 years. I did you favors. I paid your wages. No worries, it will catch up to you, you will see. I honestly don't know how they stay in business. The food is not good enough to justify going there. Jimmy John's and Firehouse are a million times better. Will NEVER go back, even if I have to...