Potbelly — Restaurant in Pleasant Prairie

It's with some grief I write this, as I love Potbelly's food; however, I think my wife and I are done with this particular location.

We have been going since it opened, and have had various issues from sandwiches not being made correctly, to gift cards not being loaded. It's not the issues I have a problem with, it is the general lack of customer service associated with most of the issues we have had. In nearly every case, we have had to directly ask for restitution - I can only think of once when it was outright offered. In one case, we got all the way home (nearly to Racine), opened our bag, and found the sandwiches were not toasted. We called to talk to them, and the manager openly said they mixed our order up with another....then....silence. Then, this manager, asks us point blank: "what do you want me to do about it?" (and not in a cheery, hey what would make this right tone of voice either). Again, we had to ask for money back or free sandwiches.

The latest, this afternoon, revolved around the app. I downloaded the app to get lunch for us. There was a free shake in my wife's app, but my app said "free cookie only". No problem, I'll ask, and if no shake, I'll take a free cookie. Well, by the time I got to the register, my phone was having emotional problems and I had to close the app out. The girl working the register plugged in my phone number, and informed me that the shake was not an option for me. No problem, I'll take a cookie and I'm good to go. She rings it up, and now no free cookie. I open my app again, and the free cookie had disappeared. I explained this (quickly, as a line was forming behind me), and got a shoulder shrug from the girl. I paid for my sandwich and left.

Management can train people to make food and take cards all day long, but they really should be training for customer service interactions. There's a mountain of books out there on this (my former bosses made me read "Positively Outrageous Service" many moons ago) and this location would be well served to initiate some basic CS protocols.

They lost customers over the cost of a cookie today (really, it was just the straw the broke the camel's back). We will be using the Racine...

Go to Cousins!! This place gets worse by the day. The date: 2/7/23 at 11:55 Worst customer service in the area! I literally just left the store without any lunch. I walked up to the counter, stood there for five minutes in front of two seemingly busy servers who did not acknowledge my presence, when the girl finally looked at me (without a smile or a hello) and said “I’m sorry but we aren’t taking any orders for the next 15 minutes, we have too many to fill now and not enough staff”

Huh, what? Meanwhile, there were people who just ordered before me and the drive thru seemed to be moving through as well. Wait, you take drive thru before walk-up customers?! I literally left dumb-founded. I can’t believe I was turned away… ?? What??

This is pathetic! And gauging on the owner’s responses to the other less than stellar reviews, I will not hear what I want to hear and WON’T be back. So shameful, Potbellies. The only thing I want is the crew to have a swift talking to about their rude behavior during a busy time. It’s immature and unnecessary. If she was sweet, I may have stayed and waited the “15 minutes” to order…. Or I guess I could’ve gone through the drive thru since they were taking THEIR orders. 🤦🏼‍♀️

Stay away and head to over to Cousins. They’re so much more grateful and respectful of their customers. Please don’t bother with an ignorant response here, Potbellies. Just talk to the employees who were on shift at this time and train...

I have been going here with my wife every other week for 2 months now. While the store is generally pretty quick and orderly, today's visit was not that way. The staff seemed to be very nervous and there was a little confusion about my order initially, but then the real headache came when we went to check out. We had ordered 2 half sandwiches and 1 big sandwich, as we have been doing on our last six visits to this location. Today, the cashier who seemed to be new was a bit confused and went to ask the manager, so he comes out from the back and explains to us that you can't order half sandwiches unless you are doing Pick-a-pair, which first, has never been communicated to us, and second, isn't that just a choice you make on the order screen? Can't you just add it as a pick-a-pair combo? Why are you making this a headache for us? Anyway, we told him that's not how it had been on the past 6 visits, trying to figure out if this was a recent change, the manager sneers at us "Well, I am the general manager, and that's how it's always been, I'll train my staff." I was frankly quite upset that a person in such a position would have that kind of demeanor with customers. Also, kind of sheds some light on why the employees seemed nervous having to work with a guy like that. All in all, it took us about 40 minutes of standing in line to get our sandwiches and pay, it was not a...