Potbelly — Restaurant in Maine Township

To whom it may concern,

"Josh" has a seriously nasty attitude and I feel his management position & employment there need to be deliberated on and seriously reconsidered.

I had an absolutely awful experience when out to lunch today at this particular Potbelly Sandwich Works thanks to Josh's terrible customer service, poor attitude, and passive aggressive behavior.

I'm a longtime potbelly customer and had eaten at the original potbelly in Lincoln Park for many years and I'm actually really sorry to say this particular location has just lost my business.

I very clearly asked this nice young man for a "big wreck on wheat" and emphatically asked for the "OREEEEEOOOOOO SHAKE" (It's a time honored tradition at every Potbelly) He put the sandwich together and onto the conveyor while I'm looking at chips and sodas. I step over to wait for my sandwich, but he never actually made my sandwich, he just walked away to make the shake. Not hearing customers is one thing, but going back and forth creating problems and arguments about not hearing someone, getting in their face, and placing fault/blaming them after the fact is something else entirely.

I asked for his manager and he gave me the whole I AM THE MANAGER schpiel while parading himself around for validation.

It may just be the way I was raised, but it's my feeling and personal opinion: Anyone employed in any management position anywhere, should always try to maintain the well being of the company and it's patrons with a professional attitude and demeanor. The name of the game is to increase customer satisfaction for repeat business. I already knew I couldn't expect any better from him, so I had asked if there was a different manager around. No? Okay.

He wasn't wearing a name tag or anything official, so I asked for his name to reference when filing a complaint.

So, on top of not handling this minor inconvenience well, and also knowing I was a bit short of breath, standing around waiting for a sandwich that wasn't coming. He now definitely knows I'm an upset customer.

What does he do? Immediately after I asked for his name, this creep leans all the way over the counter into my personal space to look down my shirt into my jacket (at my nametag) while asking: "Ok, and you're __ right?"

I give up on this location. I’d rather take more time and travel to a different one.

I’ve been to this shop several times recently and each time I’m disappointed. I worked at a different Potbelly’s location for years so I know what I should be getting, and this ain’t it. I tried to give them a chance n thought it was just the people working on a particular day but it’s not…

Every sandwich I get is poorly dressed (a mess, all the hot peppers or condiment(s) in one spot, too much or too little toppings) and/or messed up. Corporate has this sandwich business down to a science, i.e., 5 parts to the perfect Potbelly sandwich, but it doesn’t seem like these guys got that training manual.

And I’d be willing to let that slide, and the fact that the customer service leaves quite a bit to be desired, but today they sold me, what I believe, was an old ‘baked today’ cookie. I’ve eaten more than my fair share of Potbelly cookies- they’re baked daily so, when I worked there, we’d take home whatever was left because otherwise they’d go in the trash. But today I had my first dry, DRY “baked daily” chocolate brownie cookie. The only way that happens is if the cookie is smooshed way too much, which it wasn’t, or it’s old. To me, that says their GM is being cheap and doesn’t want to lose money on unsold product, even though that’s what they should do because it doesn’t meet their quality standard. And based on the overall experience I’ve had at this shop, it seems like profit is their number one priority, when it should be #4.

For a company I loved working for, who, on a corporate level, has their I’s dotted and T’s crossed, who has their priorities straight (people, customers, sales, profits), whose product I STILL love, after 3 years of eating it constantly, this location is a bit frustrating but mostly it just...

Echoing the last few posts, which I should have read before choosing this location. Two workers (a male and a female, both young) and no other customers in store at the time. The female staff helped prepare my order, and the male rang me up. The experience was going as expected, until the end. I had order two kids combos, but only received the combo for one. When I pointed out the discrepancy, the male staff was already in the back and the female staff told me that “he probably didn’t include the cookie since we ran out and he would have had to take it out of the 1-dozen size bags and then we would only have 11 when it should be 12 and it’ll throw off our inventory.” I asked for an alternative, she said there wasn’t one. She asked if I still “needed” the cookie. I said that I have paid for it and didn’t receive it. She begrudgingly took the cookie out of the bag with the dozen, rudely gave it to me, and huffed her way back to the kitchen.

Love Potbelly’s, but absolutely will not be returning to this location.

Tip: check your order before leaving, especially for...