Potbelly — Restaurant in Louisville

The food was amazing but the service was TERRIBLE!!!

I was in Louisville for a convention so all of the restaurants local to the convention center were obviously very busy. I completely understood this along with the group of my friends and we ordered ahead online. I came at the estimated pick up time where they were visibly slammed with people. I completely understood this, stood to the side, and waited until the cashier had a free moment to speak with me. That free moment never came and so I politely leaned in and asked for a mobile pick up order. They were very rude and said they “had a lot going on, and they were understaffed“ I said I completely understood, as I myself work in the food industry, and I told her to take her time. After a while more, I was just wondering where it was. I then continued to wait for 15 more minutes and kept politely asking where my food was until someone else came up and spoke very rudely and talked down to me as if I should have never asked. I continued to try and tell her that me and all of these people (as now a long line of pick up orders had formed and no one was getting the food they paid for) were just waiting on their order that they paid (this included DoorDash who was worried about them, canceling the order). I think it’s also important to note that none of the guests were visibly or audibly upset. They were just asking where the food was .She spoke so rudely to me when there was a long line of people waiting for the pick up orders and they were not attending to anyone. Everyone waiting for the mobile pick up order was shocked at the way she spoke to me. But, I thought she was just stressed so I didn’t take it too much to heart.

My friends and I ended up really enjoying the food, despite the struggle with one very rude member of the staff. And with the convention schedule, we found it was really convenient and close for us. Thinking this was a one time thing, We placed another pick up order and I went to go pick it up us. Conveniently the same lady was doing takeout orders. She then looked over and said “oh, I remember you…” in a rude and condescending tone. Get this, I found out later that it was the manager! Of all people of the staff, the manager. I just don’t understand what was so horrible that I did to warrant the way she was treating me. Then she took longer on my order and said it was because of the “time I placed it” when I had waited 35 min lol. She ended up having another member of the staff bring it to me. I guess it was too hard for her to look at me.

I truly try to see the good in people, but this was just incredibly rude and I’ve never been treated this way at a food establishment nor this place. I’ve eaten here before and the service is usually amazing. I really wanna point out that the rest of the staff was incredibly nice to me, but this one lady seem to really have an issue. I believe it’s just this one manager and unfortunately she’s in a position where she leads the team, and I can’t imagine how that work staff must be stressed out while they’re all working under her. I hope the best for them and maybe one day that lady will find a...

Don’t go when they’re busy. I’m here for a conference, so it was packed. I ordered online in hopes that it would help lay out everything I want in writing. I have a soft voice and hate yelling. The salad was so poorly made that I had to go back and get a new one. The sandwich had only 3 of the ingredients I asked for and that’s not including cheese. How was the cheese missed of all things? It was the driest sandwich I’ve ever gotten from Potbelly.

The only saving grace is when I went to ask for the salad to be made with the specifications listed on the lid, they did it without issue. I appreciate that.

I wish they had have gotten it right the first time, though. It saddens me to think they assumed that since it was to go, they didn’t have to bother making...

This restaurant is located smack in the center of downtown Louisville's business/restaurant district. Because I work in the area, I have lots of choices when it comes to lunch, but Potbelly, without a doubt, is my absolute favorite. The food is always fresh and made just the way that I ask, and their prices won't break your budget. Great soups, sandwiches, and salads, and their ranch dressing is the best I have ever had. I am greeted with a smile the second I am noticed, and I have loved being their customer over the last few years. Unfortunately, our office is relocating, and I will miss this place sorely. The manager, Tom, and his crew are so incredibly sweet. If you want good food and good service, this is your...