Potbelly — Restaurant in Northfield Township

After the 7-8 customers ahead of me were promptly served and rung up, I was ignored for several minutes, despite there being 4 employees present. When my salad was finally made, the employee dropped it at the unattended cash register and walked away, where I was again left to wait for seemingly no good reason other than complete indifference by the employees present. When I politely asked to be checked out, as I was running out of time to eat my lunch, rather than returning to the cash register, the employee who made my salad loudly mocked me and complained about me to his colleague. His intention was clearly for me to hear his passive aggressive, rude comments. This was shocking, as I had been patient and polite, despite truly awful service. When I asked to speak with the manager, the manager defended the employee and told me I failed to placed my order in the proper place. This is untrue, and rude and demeaning behavior toward customers should never be defended or tolerated under any circumstances. I left without my food and will never be back. I submitted a complaint to corporate through their website four days ago and unsurprisingly received no reply. The culture at Potbelly’s needs some serious and immediate attention.

UPDATE: I have reached out to Potbelly’s through the complaint submission form on their website, FB, IG, and then finally 4 days ago through the email address provided in the company’s response to this review. I have not received a reply through any of these channels. The reply below suggesting the company wants to look into this complaint is completely...

If the owner of this store actually cares to keep this place around and for it to be successful, they need to do a quality check on cleanliness and customer service. This was my go to place for lunch but it is loosing quality over time. I have had issues before but did not bother to write. However, after a recent experience, I will share that first train your employees to acknowledge people waiting to place an order. The staff doesn't even need to greet us walking in, but if they are working on a sandwich that is meant for pickup and if they see someone waiting in line, let them at least know that they will be with them in a few minutes.

I walked in. There was one family at the table already eating. There was one person fixing the bread and one person making sandwiches for a pickup order. I am just standing in the order area and these guys don't even bother to say anything. Are they under staffed or just too bored, tired?

I was planning to order soup also but I could clearly see how gunky the top lids looked and how unsanitary that entire soup container area looked. Unless they cleaned it at night closing,or since I was last there, I would recommend people to peek at their soup placement area first!

The food tasted decent. Tables were barley cleaned. I took my sandwich and decided to eat in my car instead inside. Will not be visiting this...

This location was packed during lunch hour no surprise there except it wasn't only people waiting in line to order in store but also an entire line of its own for people who had mobile orders. I placed a mobile order around 12:13pm, the order was supposed to be ready at 12:25 pm but my order wasn't ready until 12:47pm. Almost 25minutes of waiting in store for a mobile order pick up. (Some people were waiting for longer than I was for their mobile order.) I might as well have waited in line. If I was able to cancel my order and get a refund I would have done that and gone somewhere else to purchase food. This location needs more staff so that one team can focus on getting mobile orders out the door while one team focuses on taking on the in-store orders. This was honestly ridiculous. I don't recommend coming here for lunch especially if you're on a time constraint. Edit: after all of that I was still missing a cup of Mac so now I only have half of the meal...