Potbelly — Restaurant in Oak Brook

Consistently unprofessional. I only order from this particular location (Oakbrook Terrace) when I am at work. First time i had an issue i waited 2 hours for my sandwich. My coworker and i ordered together and they only delivered her sandwich. The wait for my food has consistently been hours the last few times i ordered. I order today with my coworkers. Order was placed at 11:49am. The soonest it would be available was 1:50pm. Here i am at 2:15pm and i still don’t have my food. Called the shop to get an estimated time on when the food would arrive. The young lady asked me for my name and immediately placed me on hold. Did not say “hold on” or act the least bit professional or interested in helping me. Comes back to the phone and says the driver is on his way to pick up the sandwiches. I asked “He’s on his way to pick up the sandwiches?” She says yes. Then says no he just picked them up so he should be there shortly. I asked could she give me an estimated time on when he would be here and she says “no i cannot, he should be there soon” and hangs up. I am beyond sick of how unprofessional they are and the over 2 hours it takes to simply get a sandwich...unacceptable.....update just called again and asked to speak to a manager and was told he was busy and he can’t talk right now. Didn’t offer to take a message or anything. 2nd update called back to get a refund at 2:33 and was consistently dismissed and then lied to about why i didn’t receive my order. A woman tells me she just Arrived and that they’ve been busy and someone tried to explain to me that my order couldn’t be delivered at 1:50 and said that i wouldn’t listen. NONE of this happened. I never called and yelled at anyone or talked over anyone and no one ever said my order couldn’t be delivered. She continued to talk down to me and said the order was already on it’s way. I explained that i didn’t want it anymore and she said we are very busy and someone already tried to help you. Clearly the young lady i spoke to previously already made up a story and shared it with her staff and they stuck with that instead of offering even a little bit of customer service. Eventually she offered me a refund and kept saying they were busy and already tried to help me and the moment she heard my voice trying to say anything she would cut me off. I stopped trying to say anything and waited for her to finish. I will NEVER order from here again. Hopefully i get my refund....

When I saw that there was a Potbelly here I was very excited as I have not had them in many years and I really enjoyed them.

The restaurant is situated at the corner of the building right near the AMC theater. They have both indoor and outdoor seating. When I entered there were a couple of people working and I decided to use the restroom first. I feel like this was my first mistake. I used the restroom and it was a mess plus there were no paper towels. I got through this and headed towards the line with elevated hopes. They have a cooler at the front of the line and I noticed they had IBC root beer so I grabbed one. I stepped to the counter and took a good look at the menu and a gentleman offered to assist me. I was able to order my sandwich and he explained the whole process to me because I mentioned I hadn't had their food in a while. The sandwich was made exactly as I ordered it and my next issue was with the toppings. I asked for the one dressing on the sandwich and I was handed a small container of dressing and told me they weren't allowed to put it on the sandwich for me. The container was overfilled and covered with dressing. I walked over by the cashier and was able to get some napkins to wrap around the dressing. I paid and went to look for a place to sit. I wanted to stay inside and I didn't want to sit at a high top. I found a table I could use and had to partially wipe it off. I ended up grabbing a bunch more napkins because my hands were wet and sticky from the dressing container. My high point in the visit would have to be the sandwich itself as it was made just the way I wanted it and the peppers used were really really hot. I did use the dressing and it was good but just extremely messy. Well I ate I looked around and realized the entire place needed a good cleaning in the garbage cans were somewhat overflowing. The two people that I could see working were both pretty ambivalent about their job. Neither one of them really wanted to be there. Even when they had no customers no attempt was made to clean anything in the entire restaurant. This was really sad and made me determine that I am done...

Very disappointed with my experience here. I haven’t been to a Potbelly in years but really wanted to give it a shot again. This location ruined that. I went in and was a little unsure with the ordering process. I ordered a sandwich and headed to the end to pay. The two girls that were too busy talking at the register rudely said I had to get my extra toppings. I didn’t want any extra toppings but was given my sandwich. Which happened to be the completely wrong bread. I asked for white and was given multigrain. When going to pay, I was asked if I wanted a drink. I then told them that we would be ordering a foundation drink and a shake to drink. I was promptly replied to with “you should have ordered the shake down there to the other girl”. How is that something I should have known or had pointed out? Mind you there was no one behind me in line, therefore it was just out of rudeness of the cashier to say. Jeez, least welcoming environment ever! Very rude and no customer service manners. Really need to do some training...