Potbelly — Restaurant in Orland Township

I am writing to express my dissatisfaction with an order I placed through your app on March 19, 2024, at 6:20 PM from the Orland Park, IL location. The estimated delivery time was 20–45 minutes, but the order was repeatedly delayed. After an hour, I called the store and spoke with Destiny, who informed me the food was ready but awaiting a driver. Given the delay and the fact that my family was fasting for Ramadan and needed to eat by 7:00 PM before attending prayer, I requested to cancel the order. Destiny assured me that the manager would issue a refund in the morning.

However, when the manager called me at 8:05 AM, she refused a full refund, citing weather delays, despite the storm passing by 6:00 PM. She only offered a partial refund, disregarding the previous assurance. The lack of understanding regarding our time-sensitive needs during Ramadan was disappointing, especially in a diverse community.

As a business owner myself, I value customer service and believe the manager at this location needs better training in handling complaints with empathy. Given this experience, I can no longer support this location. I request that my full refund be processed as initially promised and ask that this issue...

I'm so disappointed. After a long day of work and on a hot summer night I had a taste for an Oreo Shake. The Potbelly closest to me is located at 15901 Harlem Ave, Tinley Park, IL 60477. They close at 9pm. I arrived at 8:54pm and was told they stopped making shakes at 8:45pm!?!?! I was told to drive another 10 minutes to the Orland Park location since they close at 10pm. They are located at: 15825 LaGrange Rd, Orland Park, IL 60462. I arrived there by 9:10pm, and was told they stopped making shakes as well for the night. I told the young woman behind the counter that I was told they should still be making shakes since they didn't close until 10pm. She said... no, we stop at 8:45pm as well. I don't understand. Is this Potbellys policy all over, and if so why isn't this disclosed on the front door next to the hours?? I wasted my time and gas. Since Potbelly didn't want my money, I gave it to Culvers who had no issues making an Oreo shake that was just as delicious...if...

The young lady at the store was very rude to me last night because I walked in 10 minutes before they were closing. I know that isn't the right thing to do, however I was moving all day and really needed to grab food before everything closed.

Got to counter, I asked if it's okay if I order and she started huffin' and puffin', literally slapping the latex gloves on saying "well what do you want?" And that was when I just said you know what, it seems like you don't want to service me and tried walking out. At that point I understand we both might've had long days. However her aggressiveness was something I just didn't want to deal with, so on my way out - she literally starts following me out the door and I told her to stop, and she called me an a**. Don't go here, I'm calling corporate today to figure out why they have 17 year olds running...