Potbelly — Restaurant in Normal

Apparently this place doesn't know what to do if you don't want a hot sandwich. I ordered 1 that I wanted heated and 1 that I did not; the sandwich that I did not want heated just sat there waiting for the next steps while the other one continued down the line. Employees seemed confused by my request. Blasphemy that someone make a request to prevent a sandwich from being heated!

There was nothing clearly stated on the menu that the flatbread could not be done as a "½" sandwich. I suppose this is because they only come in one size, but they are smaller to start with, around the length of the ½ I ended up getting with SO MUCH EXTRA bread. I'm not a big bread eater, but didn't want to get charged 2x the price for what would then be considered separated items instead of the "meal deal."

My order was finally correct, after multiple back- and- forths with the guy behind the counter; rudely asking "What?" after staring off into space immediately upon inquiring as to what I wanted. Someone else in my party (ordering separately) had chicken added to a vegetarian sandwich after saying she did not want it, then she was upcharged for the mistake. After everything else we weren't in the mood to take issue then and there.

The atmosphere gets very noisy very fast! We met, a group of four, to visit and catch up on the past month. It was loud when we got there and the place was not half full, the volume just kept rising while we waited in line, ordered, and was so loud by the time we all sat down it was difficult to have any real conversation. While it was very busy by that point it wasn't completely full either. Forget about it when there is a band!

Not a place I'm excited to go back to any time soon, but the Mediterranean salad and sandwich were both worth getting again when I do.

I will give them another positive shout out for the comparatively numerous sugar free fountain drink options, I'm remembering 3 plus tea. You're lucky to get more than...

Derek did a great job on the bread end: very polite.

Mckyla was also very polite at checkout.

The sandwich maker, Brandon, was clearly bothered that I and the customer after did not realize we had not said what we wanted on our meals.

I was seating my family.

I told him that when a person with public service role is upset the customer should not know this. His job is sales and customer relations.

He failed today.

We visit Potbelly restaraunts for good food and for reliable service.

We could have chosen Chipotle or Noodles, both next door. We chose Potbelly sandwiches.

And we received a bothered workers inoconvenieced attitude. When I tried to explain my frustration, he was very smug and said I offended him.

Is this the new Potbelly experience?

We will no longer invest $12.99 a sandwich when I know what I am getting is better customer service value...

Usually have a fairly good experience but the person working the phone and register today was extremely rude. Had an attitude on the phone when I called to order ahead, too busy messing with some pens on the back counter to notice I was there even after checking someone else out. When I paid she gave me my change and went straight back to messing with the pens. Had to ask for my receipt since she didn't give it to me, she told me she was getting my sandwiches. Came back to give my sandwiches, basically just tossed them in the bag and said here ya go. Horrible experience. I'm hoping she just had a bad day or something but she needs to check her attitude if she's gonna be working customer service. Definitely wouldn't wanna be stuck dealing with that attitude again if...