Potbelly — Restaurant in Maryland

Extremely disappointed with the customer service at this Potbelly location. I attempted to redeem my Potbelly Perks points for a free regular sandwich — I have over 3,400 points, and the app clearly states it only takes 1,250 to redeem one. I had my phone, my number was entered, and the points were showing right there on the app. I also scanned the bar code.

Despite all of this, the employee refused to honor the reward and told me to “read the fine print.” But there is no fine print. I genuinely have no idea what she’s talking about. There are no restrictions, disclaimers, or expiration notices listed anywhere that would prevent me from using my points. She dismissed it again with the same line — “read the fine print” — without offering any explanation or help.

What’s worse is that we go to this Potbelly all the time and have noticed a steady decline in service and food quality over the past several months. It’s really unfortunate — this used to be one of our favorite spots. Not anymore.

It was incredibly clear the employee either didn’t want to be bothered or was completely unfamiliar with how the rewards system works — neither of which is acceptable when customers are spending money and earning loyalty rewards.

We’ve been regulars, but after this experience, we won’t be back — especially not to this location. If you’re going to advertise a rewards program, honor it or train your staff properly. It’s especially ironic as it seemed like she was in the process of training a new member of the staff at the time. Disrespecting loyal customers is not...

I’m giving you a five star because everyone that works there is absolutely amazing but I really think you need to reassess your online ordering as well as your Uber and your DoorDash. You cannot accept 40 orders at opening and expect your employees and your customers and your delivery drivers to be happy I understand you want the business but having to wait 19 minutes today while seven people wait and eight people are in line and nobody is on the register. I was a chef for 22 years. Give your employees the opportunity to turn off online orders and let them get caught up have someone at the register and also have a manager overseeing them. You have five people that don’t know what they’re doing today not one person on register and nobody’s checking the online orders.

I would like to add that after waiting 18 minutes I canceled my order and walked out. I watched three other people do the same thing I had a customer that came in for a pick up time at 11:33 leave at 11:48. I know you got the management staff. Where...

Never seen a GM have one of her associates hold her back while shrieking like a banshee. Staff are just milking this company for hourly and clearly don't care about anything other then the paycheck. I really hope the District Manager sees this review and talks to that GM. She wouldn't even give me her name because she knew how bad she messed up. All I did was just ask if the other 3 people standing around could help the one girl at the counter because they were just talking and laughing not doing anything she had 3 orders to make. The leader obviously didn't appreciate me disrupting her idle chatter to get her to do her job and this led to her essentially threatening me and telling me she didn't care about her job or the customers or if I called customer service. Needless to say I called them. No wonder the place is empty.

EDIT: Positive feedback? This is a one star review this...