Potbelly — Restaurant in Joliet

They need to work on their communication. I made a few mistakes in this situation as well but their lack of organization and professionalism set me over the edge. I accidentally ordered from the wrong location. This was my fault. I work in this area, it defaulted to this location. I thought I changed my location but it was set to Joliet and I wasn’t aware. I placed an order, realized when I was five min from the location i intended to order from that the location was wrong, and called. They took my name and approved for me to cancel the order. I said as an appreciation for cancelling can you keep a credit and I can order there this week? That way you can keep the business. Was this inconvenient for me? Yes. But I’m extremely empathetic and felt terrible for my mistake so as a consolation I offered to keep a credit as a thank you. The girl on the phone specifically says i have your phone and number on file, just call and say you have a credit and you can order then. I called a week later and they asked me my information at least three times and said we do not see anything about this. But they were willing to honor it based on the information I provided which was super nice. I went out of my way to drive there bc as I stated this was the inconvenient option for me but I was thankful. I drive in the complete opposite direction to go home which is a big deal to me bc I’m a single mom who is eager to get home to my child to spend time with him. I show up, and they hold up a paper receipt saying we gave you a refund. I offered numerous times when I called for them to investigate and take my number and call me back and they didn’t. I was not looking for a refund with my bank bc I asked them to leave a credit (and it was also a holiday weekend resulting in delays), they said they would leave a credit, they asked my name and number and told me to call in the next week. So there was absolutely nothing said to lead me to believe I was getting a refund so I didn’t even look at all (again single mom working OT I’m spread thin). The lack of communication infuriated me to where I’m still fuming hours later. I asked to keep a credit, they said they would, then went ahead and gave a refund. I left my number they could have communicated that. Then I called today, I offered up the order number and everything for them to investigate and for them to call me back, they didn’t. That would have been fine so long as they called and said hey it’s a little hard to keep a credit bc it often leads to confusion. We’ll give you a refund no problem. OR they could have called today and said hey I noticed a refund, would you like to place another order? Bc as a business the smart thing to do would be give an opportunity for more revenue. No they didn’t do that. I drove in the complete opposite direction to be humiliated in the drive through. I ended up stopping somewhere else for food bc I needed lunch! I’m sure companies have made worse mess ups but I mean this was a pretty difficult situation to mess up. They really just needed to communicate. There were definitely learning opportunities for them here. And I will take ownership to double check the location next time that’s for sure. So needless to say I will not be frequenting this location again!! I really don’t care how small this seems to some people my time is valuable and communication is part of customer service it’s a pretty easy fix to communicate with...

Big a$$ rip off. I paid seven dollars for a half salad and this is what they gave me. This doesn’t even look like half to me, it’s giving 1/4. I would love for someone to justify TO ME how this salad is worth seven dollars. I can see half of my face through this bowl. Apparently they’re only doing half a scoop or one scoop of everything now. This is ridiculous. Portions are getting smaller, but prices are getting higher. Ethics and morals are completely out the window with these large food chains and corporations. Stop supporting these businesses until they prioritize customer satisfaction, transparency and value for money. I’ve attached a photo of my salad to this review as well as my hand size for reference. SHRINKFLATION HAS GOTTEN OUT OF HAND! It’s already hard enough out here and not many of us have money to just throw around, especially for ridiculously small portions. That’s not a meal babe, that’s a SAMPLE.

*Also I called about getting this salad fixed because I genuinely thought they left out the other half, and when the person on phone said they’d make it over they gave me the exact same salad. On top of that they didn’t even say...

I was the only person in line in the drive thru and I ordered a sandwich soup cookie and a drink. I got my order and it seemed that the bag was a little bit light so I asked the girl at the window if I had everything because I could see the soup and cookie and I thought the sandwich was at the bottom of the bag. I got to work, which is 28 miles away and opened the bag to put it in the refrigerator for later and realized I did not have the sandwich. Since we don't have a cafeteria where I work it meant that I would not have much for a 12 hour shift. I called the store to tell them and the girl that answered the phone said she realized it afterwards and that if I came back I would get the sandwich free. I told her it actually wouldn't be free because I did pay for it. She stated that happens all the time and what did I want her to do about it? I was thinking that if it happens all the time they would have a better answer than to ask the customer what do I want them to do about it. I will be picking up my sandwich but I...