Potbelly — Restaurant in Hyde Park Township

Although the food is tasty enough my complaint is with the service; & not just my last visit but almost every time I've gone there there's some unnecessary lapse in service. I'll recount my last visit since (almost) each step of the process there was an issue...

There was only 1 person ahead of me in line, as sometimes they can be slammed, & he was already at the sandwich making stage so I didn't even have to wait to place my order. I ordered my big turkey with Swiss + bacon to be cooked separately on foil, which is how they normally do it but sometimes they don't so I always ask as it cooks & taste better when done this way, & he calls out my cup of chicken enchiladas soup & a premium mix berry & banana smoothie. When my sandwich rolls out of the oven there's no bacon at all! So they have to send it through separately holding up the process while my hot sandwich begins to cool. I add avocado & the other toppings I usually get (not sure if she missed anything but in the past they have put the wrong toppings on or left some off; also sometimes at the order placing stage they've given me the wrong size sandwich). The one person ahead of me had been rung up already & even after I received my sandwich I stood there while the cashier was doing something on the register. When I told her my order she still had to go make my mixed berry & banana smoothie, which could have been made by now based on how slow & empty it was in there, & had to dish out my soup. I don't know why their system is to yell it out way down at the order taking stage as no one ever remembers & has it ready by the time you get to the register even though they shout the order back to acknowledge it; this is because they need a 4th person to service that exclusively as the cashier can't do that too (1. order taker who starts making the sandwich with the bread & meat choices, 2. sandwich maker who completed the sandwich with toppings & wraps it up, 3. [should have] soup & beverage station to dish out soup & make shakes/smoothies instead of the cashier having to do it, 4. cashier who should only have to ring up customers, & if there are no soup or beverages to make they can either hop on the 2nd register to speed up the line -or- help complete sandwiches as I've seen them stack up behind one another as they come out the oven & sit there getting cold as it takes minutes to get to them. So even though I had a conversation with the order taker about the 3 beverage sizes, since it had been awhile since I last ate at Pot Belly & wanted to make sure I had the largest size which is called "premium" & not "large" as I use to always ask for large & for the medium size, when she made my smoothie it was clearly in the medium sized "large" cup & when I asked about it to clarify since I asked both of them for a "premium" size smoothie she told me they don't offer that size any longer (so how come the order taker didn't mention this, how come they repeated "premium" when he shouted it out, etc?); & I double checked my receipt to make sure I wasn't charged for a "premium" as well (which in the past I've been miss-charged as well as been given the wrong beverage too). Then as I'm standing there after she hands me my smoothie she asks if there's anything else, since she thinks she's done, & I have to ask for my cup of soup she rang up but forgot to dish out & give me. There are no utensils whatsoever by the registers, usually there are, & over by the beverage machine there are no spoons; so when I step back over to ask for a spoon both the cashier & sandwich maker are gone & the order taker is taking an order; luckily the employee who is on break sitting on the window ledge by the register went ahead & retrieved a spoon for me from behind the counter as well as grabbed a handful to restock the front of house. Now all of this happened in just one visit but is typical of the variety of things that go wrong almost each & every time I have gone to this Pot Belly. That by the way was my last time patronizing...

I have no idea what is going on with this location but something is CLEARLY wrong. I just placed an order for my family's dinner while I am working and the website says it was delivered however, it NEVER made it to my home. I attempted to call the store and it just rang. I called over 5+ times!!!!!!!!! I am currently out of $60 bucks and no meal. Not to mention there is no way to get in touch with them about the order NEVER arriving!!! This is crazy!!!!! I just don't understand how it is ok to take money from paying customers and not provide the meal!!!! This location has dropped the ball once again. I ordered on 9/9 and they did not have any shakes ( I believe they shut the machine down) however, they kept my money for the purchase of 2 shakes. I called the store, they told me to call the delivery carrier. The carrier told me to call the store! After a week or so of this foolishness, I got in touch with Sherri on 9/21 at 3pm who said she would fix this issues and refund the cost of the shakes. To answer your question, NO, I did not get my money back and now this!!!! I have emailed using the "Contact US" on the site and to no avail I am STILL HAVING ISSUES!!!! This is crazy!!! I am going to visit the store after work, they don't pick up the phone or bring the food. This is CRAZY!!!!!!!!!!!!!!!!!!!!!!!!! (I only gave one star because I couldn't give them 0 stars) This place is the pits!!!!!!!!

UPDATE: I went to the store immediately after work and was greeted by Chanel. She was absolutely amazing!! If I ever doubt it Potbelly's and their ability to serve the customers as they always have, she redeemed my desires to remain a customer! Not only was I taking care of completely but the amount of care and concern shown by the staff was refreshing! As I watched her correct the situation, I also noticed that they were extremely short staffed. I found that extremely odd especially considering it was a coupon day which is normally busier for most restaurants. I also noticed that some of the equipment was outdated which would also slow them down and prevent the ability to move as fluid as possible. This door sits in a major area with high traffic and could make a lot more money and serve the community a lot better if they had the proper number of employees and supplies. Potbelly's please do better by your employees and your customers alike. This was a situation that was completely out of the staff's control and they were doing the best that they absolutely could! Chanel actually had been there since 9:00 a.m. and I didn't arrive until the store until after 7:00pm. While it is wonderful for her to have the ability to gain extra hours working it still isn't fair if this is the normal day for an employee at this location. Potbelly's do better! AND give CHANEL a raise or an opportunity to lead....She has General Manager written all over her and stands out...

Hello I placed a order on June 9 2023 around 11:30am through the potbelly site and my order suppose to be delivered at 12:02 pm. I waited out front cause I was on lunch at work to get my food I gave the delivery until 12:20 until I start calling the Hyde park location to see where my order was at. I talk to a lady she said they were very busy and that all orders was was being delivered she couldn’t give me no estimate time. So I said alright and proceed to wait for my order. until around 12:40 my lunch was over. then I called back to let them know no one never came and this when the service became terrible by Manager John(that’s what he said his name was I don’t believe nothing he says anymore). I talked to manager John I let him know no one never came, he put me on hold to reach out to the driver then told me that the driver said he came and call me which was a total LIE! I told him I was standing out front the whole time and was checking my phone and no one call me. He said he’ll wait to the driver get back to see what happen. So I waited for a call back until around 1:30 then I call back. Manager John said he still haven’t talk to his driver so I proceed to let him know I just want a refund at this point. So he proceed to refund me my money I ask can he email me a receipt or something letting me know my order was refunded. He said he can not do that so I said ok and went off his word but the way he was handling the situation I didn’t believe him. So later that day I call around 5 pm to see was my order refund I talk to a lady she said she will reach out to the manager that was on duty which was John. She told me to call back in a hour and so I did, then she said that john have refunded my money and I said ok. Now it’s June 14 I call Hyde park location around 5:30 pm to see where is my money, cause my card don’t take this long to refund, and when I call John pick up the phone I ask have he refunded me my money since Friday he already had attitude with me I guess cause he knew who I was. he said he’ll check give him 10min to call back. When he call back he said he is just now processing the refund and I like wow because I been lied to this whole . They suppose to been refund my money that Friday and it took me today to call and see have my order been refunded and it wasn’t so I just want every one to know avoid ordering from potbelly site in Hyde park because they have terrible service and manager John need...