Potbelly — Restaurant in Madison

Let me start off by saying that I am NOT normally the type of person to leave businesses a negative review, however after repeated interactions with a female employee at this location who happens to be a manager I have no choice but to feel like this is deserved (and hopefully taken care of to better customer service).

My place of work is located nearby and lots of our staff genuinely enjoy grabbing Potbellies (our favorite - the vanilla shakes!) at lunch, so time to time, one of our employees will make a run to the drive through to order everyone's food. Normally, they are purely just for the shakes! The last five times we have made the run to this location's drive thru we have had extremely uncomfortable interactions with the manager at the window who happens to always hand the food over. Continuously, we have been told how inconvenient our 5 vanilla shake orders are for her and it comes with nothing but attitude. Not just shake orders either, normal single drive thru orders she makes you feel unwanted and it has eventually made our staff not want to go there anymore - despite the food being delicious (hence the two stars instead of one).

I hope my review eventually improves customer service so we feel like we could go back without attitude from the manager. In fact, if this review is respectfully heard, please do us the favor of letting us know by commenting under this review, so we can start giving you our business again.

Thank you for taking any time to listen to...

Update: I tried this place one more time after the review below and it was the worst experience I've ever had ordering a sub. Griffin, the 'manager' was the rudest person I've ever encountered in the food industry - he told me straight up they just don't care if they lose customers or if I get my sandwich or not. He said nobody cares at potbellys. My sandwiches were never made after hours on the phone where I was lied to over and over....and good luck contacting customer service to get a refund....Worst place ever. Never again. If I could give them a zero I would.

Original review: The last couple of times I ordered was great but tonight was a total miss. I rarely (never?) leave bad reviews but this was so disappointing I probably won't order again.

The order was 30+ minutes late to start, but I'm an understanding person as a former food service worker and I know Friday night can be tough, so I shrugged that off.

But then the food arrived and the sandwiches were so Sloppy! ... thrown together and terribly cold. My sandwich was cut one and a half(?) times - like they were going to cut it in four and realized too late... but didn't remake the sandwich or cut it all the way through. As a result everything was oozing out. It was gross. It also wasn't made to order -- they added ingredients I don't eat. The milkshake was complete liquid. Inedible.

At $10 a sandwich and $6 a shake (+added tax and fees) I expect better than to throw it in...

I would give zero stars if possible. The last two times I have been to this location, they have completely messed up my order. Two months ago, I ordered a $19 sandwich. Plenty of add-ons, which I was happy to pay for. When I got home, I unwrapped my sandwich and there was ONLY hummus and artichokes on the bread. I ordered the Mediterranean sandwich, as I always do, and I am completely unsure of how that could possibly happen. The manager gave me a refund, which they said I had to physically go back to the store to receive. Today, I ordered my Mediterranean sandwich again, figuring I would give them another try. They put chicken on my sandwich, which is something I did not order on my sandwich as I am unable to eat chicken. So I paid for ANOTHER sandwich that I could not eat. When I called the store today, the manager gave me a refund over the phone. Which was quite interesting because last time they messed up my meal, I had to physically go back to the store to get my first refund. I am not sure what is going on at this location and how they could mess up my order two times in a row in ways that have caused me to be unable to eat my sandwich. I will absolutely never go back to this location and quite frankly, am unsure if I will ever go back to a...