Potbelly — Restaurant in Plano

I have tried this location to many times to count and have always experienced a longer than normal drive thu wait time. But since this is the nearest Potbelly in my neighborhood it's my go to and I learned to expect the wait time. Sadly on this last visit I waited of course, no issue. Ordered my sandwich pulled to the window and noticed the cashier had the total wrong. I mentioned the price was not correct and stated how much the sandwich should cost. She closed the window and I assumed was going to adjust the price to the correct sandwich I was getting. When she came back to the window she quickly handed me the bag with no receipt and quickly closed the window. Trusting I paid the correct price for my order I drove off only to get home and see from my online banking the price was not adjusted. At this point it's principle and intention for me that she did not adjust and did not hand me my receipt because she knew she did the wrong thing by not correcting the price. I did not eat the sandwich and made the trip back to the location in hopes of getting the sandwich I paid for. needless to say the manager Brian absolutely blew me off, did not listen to what I asked for which was NOT a refund but to just have the sandwich I paid for. Brian proceeds to hand me a sandwich bag and asked me to "write my information down" and that he would refund the sandwich and that he was too busy to to take care of the matter at the moment. VERY disheartened as a customer who clearly did not make the mistake. Even more humiliating was the drive thru cashier who looked over at me and smiled with lack of concern or apology for her mistake and intentional error. I left out feeling confused as to what I did wrong as the customer. but realized the cashier was only as strong as her manger. There is a location on Legacy and Parkwood I will remember to make my home location at this point, I'm convinced they could care less about losing a customer in their neighborhood since I am very sure they live no where close by. Cant stress enough it was not about the money but the lack of ethic, moral and wrong intention to start with. Had she given me that receipt I would have made sure it was correct right then and there at the drive thru window, simply put!

UPDATE! Got a call back from Shay who had absolutely had nothing to do with the intentional error that happened in the review above. Shay was so very kind and along with apologizing on behalf of her team mates (which she did not have to do) when asking me what happened and what could she do to make sure my order was corrected. Shay took out the time to explain and listen which set the tone for excellence in making sure a local customer was completely taken care of and satisfied. My order was replaced/taken care of and I was actually able to go pick up the sandwich I paid for with Shay leading the way. FIVE STAR's for Shay and her ability to provide world class customer service. She even made sure to step away from the kitchen where she was helping make order's to ensure everything went well for me on my return. If you have a chance to swing by and pick up a sandwich say Hi to Shay and watch her beautiful smile light up your day! Thank you Shay!!

Brian had an opportunity to rectify the situation/apologize for his previous actions but did not even when he saw me return, instead pointed at me in line letting the cashier know I was there for a replacement meal, turned his back and keep his head down. Brian could learn a lot from Shay on how to handle challenging situations during the busy peeks of service at...

I went to potbelly located at 6202 Park Blvd. Plano, TX for their cookie butter milkshake. When I placed my order, I requested two of the milkshakes and for one of them to have extra cookies. At the drive-through window. The cashier passed me two milkshakes. I asked her which one of the had the extra cookies because the cups were not labeled nor did either cup have two cookies on the lid (I went the day prior and received two cookies on top letting me know the extra was added). The girl told me that she did not know which one had extra cookies because she did not make the shakes and closed the drive-through door. I sat in the drive-through for a moment, trying to figure out which cup had the extra cookies in it the girl comes back to the window and asked me. Is there anything that she can help me with? I advised her I paid extra for extra cookies in one out of the two milkshakes, and i cannot tell which one has the extra, so can you please remake my milkshake. She took the cup back, then comes back and asked me to park in six minute parking for the milkshake. I waited a few moments and a man comes out and says you requested for your milkshake to be remade and hands me the cup. But as he’s handing me the cup. I let him know. Yes, thank you I have a question, as I am telling him this, he proceeds to walk away as if he is not interested in any questions that I may have as a customer. I literally had to ask him to come closer to the car so that I can get clarification on the extra cookie situation, and when I advised him, I have a question his response was, what ? At that precise moment I requested a refund and Chris looked at my license plate and got on the phone. He goes back into the restaurant as I am sitting in my car waiting on my refund I go inside the restaurant and request the manager who just so happens to be the same Chris that was just rude to me in the parking lot. He refunded me one shake and then walked off. I tried to get his attention, but he acted as if he was on the phone and walked towards the back of the store. I called the number on the receipt, and he tells me to hold he comes back up to the front counter and see that I’m still standing at the counter and I called his name again and I advised him I need a refund for both milkshakes that I pay for. He asked oh you wanted both refunded? I stated you see both cups on the counter don’t you? He refunded two milkshakes. However, he failed to refund the extra cookies as well. I am going to be speaking with the store manager and corporate regarding this horrible experience. Potbelly what kind of prejudice, incompetent employees do you have working for you?? Chris clearly needs a management training and so does the staff on PROPER CUSTOMER...

I visited the drive thru at Pot Belly in Plano yesterday and this was the first time I’ve had horrible service. I waited in the drive thru for 20 minutes, probably more but I’m being generous. When I finally got to the window, I was told the register was having problems and could not be opened so I could only pay with card. They had not even started making my sandwich when I arrived at the window and had no idea what I ordered. The guy mentioned a chicken sandwich and I reminded him I had the A Wreck sandwich. I guess he just threw something together because when I got home the sandwich had mayo and peppers on it but I asked for mayo, lettuce, pickles, tomatoes, oil and Seasoning. They got the order wrong after having me wait at the window for another 5 minutes. They could have just admitted they had no idea what I ordered so they could make it right. They offered no discounts or coupons for later. They also didn’t come out and provide the customers in the drive thru an explanation as to why we were waiting. We could have made the decision to go somewhere else. This was such horrible service and so disappointing because they didn’t care to make it right. A waste of...