Potbelly — Restaurant in Lombard

I used to love this location however after my experience today I will never use this restaurant again. I order for my business from this location, usually once or twice a week with orders totaling $200+ every time. I had an order today for noon and was called at 8:30 by Laticia and told not only did they run out of part of my order (which was fine and I told them just to add a comparable priced product) but they also said their delivery driver would be on vacation the rest of the year so I may not get to do a delivery today or the rest of the year and it could be changed to pick up last minute. I told her this was a huge inconvenience so I would not be able to use them any longer so delivery because as a catering order, I need my precise deliveries that they always did, but for today I needed them to deliver it because due to the last minute nature of the call, it'd be hard to find another caterer. The employee became belligerent. Telling me I was being rude, that I needed to listen to her, she could speak to me however she wanted, etc, and then hung up on me! I called back and asked to speak to the GM and the same employee told me the GM knew she thought I was rude and she could still talk to me however she wanted because I need to listen to her and hung up AGAIN. I called a third time and again asked for the GM and the same employee got started by calling me names, saying I was rude, and then said do I even want the order anymore? At that point I was so in shock and disgusted that I canceled the order and told the employee the GM needed to call me. The GM did call me and apologize but instead of understanding my concerns just went on about how she meant something else by it and "it's not like she's done this before" ??? I'm sorry but I don't care if I was the first person or the one hundredth, an employee should never scream at and call their customer names for calmly asking simple questions about their catering order! The only way to rectify this is to let go of that employee because no one should speak to a customer like that unprovoked and all the GM said was "I don't think she should lose her job for being inappropriate on the phone". What that employee did was not just an inappropriate comment. She was continuously abusive to me, a customer, by name calling and yelling at me. Again, I will never use this location again and I suggest others don't as well. Such a shame. I really liked their sandwiches but I can't work with a company that allows their employees to treat their...

I always order directly through Potbelly's because I am a perks member. So I placed an online directly through Potbelly's from this location (Lombard) at 11:41am on 10/12. I was informed that my order would arrive at 12:14pm. I received a text at 11:51am & 11:53am from Door Dash stating that Mason M. had picked up and was approaching. Odd, I did not order through Door Dash, but thought maybe they use them for their deliveries. I waited and waited, still no delivery. At 12:31pm I contacted Potbelly's to ask what was happening with my order. I spoke to a woman who said she was the manager and she could not tell me what happened to my order. She insisted that I had used Door Dash to order and I informed her I used the Potbelly's website. I was placed on hold several times, finally she came back and offered me coupons for free food. That's nice and all, but what happened to my order? Why was Door Dash contacting me? She could not answer any of this and became rude when I asked her if she could find it. I asked for a refund and was told it would take 1-3 days to appear back on my card. I told her I would not be ordering from this location if they don't even know what is happening to their orders. She hung up on me abruptly.....I did not receive any coupons for free food. I have never had issues with a Potbelly's before, but honestly, it is a bit concerning that orders are disappearing and you can't...

ONLY giving this place a 2-star because the actual worker was SOOO nice to me and WILLING TO HELP with my issue. But the manager is rude!!! The worker asked him to help so he hopped off his iPad and gave allllllllll the attitude after that! I’m sorry but who treats a grown woman like that? I don’t care how old you are, you give respect to get it. And i was giving PLENTY of respect. I gave him 3 chances to cut me off and be rude & then i just left without getting my money back that their system messed up. I’m just not understanding what his problem was….and then he got mad when i got upset. I think it’s best for this location to get some new management because that was VERY uncalled for. Too bad i work in the area and frequented here often, no more business from me! To the manager with the white hair & beard—i know you’re reading this….you’re clearly older than 50 and have yet to learn MANNERS & RESPECT. Do...