Potbelly — Restaurant in Rich Township

I have to be completely honest. The food here is great and the service with some staff is excellent. But unfortunately there's almost always something wrong with my order and this only happened as of recently within the past few months. I've tried over and over to give them chance after chance but after this last time I was done. I placed my order through the app and it was supposed to be ready at 10:18 a.m. for pickup I got there maybe 2 minutes earlier. I went through the drive-thru and then ask the lady can I just pull around to the front and have someone bring it out since there was a long line and I was just there for a pickup. She stated to me yeah you can pull out front if you want so I did. After sitting there for about 3 to 4 minutes I then decided to get up and go inside. When I got inside and spoke to the lady she was just now making my order at this time it had already been 5 or 6 minutes past 10:18 and I made my order at 10:03. I was frustrated because the whole purpose of me making the order online is that I could just pick it right up because I would be late for work if I hadn't done it that way.This is the second time that I've ordered something online from them and when I went to pick it up there just now making it I requested for it to be ready ASAP. When I stated to the lady my order isn't ready yet she said it's just a salad I could do it fast. I continued to wait while the lady took her precious time making my salad then when she was making my soup she was standing around looking for something as if she was confused. I purposely think that she was moving slowly because I did not look happy and was standing there with my arms folded. As she was standing there waiting for whatever it is she was waiting for I looked at the clock it was almost 10:30 I had to leave I had to be at work in 5 minutes and I could not be late so I just walked out. At that point I was fed up I had given them so many chances I was over it. I then called the manager whose name is Mario I finally got in touch with him a few hours later and he said to me that he would refund my money and that he's sorry for the inconvenience. I do have to say that my experiences with Mario the general manager have been very pleasant and he has great customer service skills. Unfortunately I will not be going back to Potbelly's if I did decide to go back it would only be because of him and his kindness. I have yet to receive my refund this was Thursday the 12th of October and today is the 17th he told me it takes 5 to 7 business days but it has already been posted in my account that they've taken the money out so let's just pray I get my money back because I would hate to have to call corporate. Like I said the food is good the service just sucks from time to time it depends on who you get and always check your food...

So this is coming from a former alumni of Potbelly 07’ I ordered my food online to get it ready before we arrived, it’s a long day for us and was hoping to stop and eat. Order time 7:50 Get to store by 8:05 Order estimated time: 8:12 it was cool employees were cleaning I was like hey just checking in let you know we were here for our order, as I noticed shakes sandwiches weren’t being made from other than a couple drive through. He’s like yeah we are working on it. Okay cool. 8:18 comes I go up to the register and say hey man you know we have shakes, he’s like o yeah. Shake machine still has not been started. 8:26 now. Just walked up, And looked around he goes like 10 more minutes before we start working on it. I was like want me to cancel and order from the line like the 3 other people who walked in and got there items no problem.

End of rant you get the idea. It is sad that we are paying 58 dollars from sandwiches and shakes and are literally just numbers. What happened to customer service, caring, urgency, commitment ownership. I swear no one other than 4 people have been served since we got here.

At one point this will be the collapse of many different corporation type franchises.

I’m waiting to eat food to mark the food. So it turns out that apparently our sandwiches have been ready for at least 15 minutes my assumption is since before we got there, because all of our sandwiches were cold.

Mind blowing.

And they are still cleaning...

The only reason I didn’t give this review fewer stars is because I know that this particular experience doesn’t reflect the past visits I’ve had with this restaurant. I frequent this location weekly, however today on 1/29/23 I encountered the worst service ever. I placed my order in the drive-thru around 2:45 pm (I am including this information since the young lady didn’t give me a receipt to fill out a survey to relay this information) and was told to pull around front and my food would be brought out to me (this has happened plenty of times before, no big deal). There was another car in front of me who was also told to pull around, however they just stopped at the end of the drive-thru lane to wait. 10 minutes went by and during that time I saw 2 people walk in and out with their food as well as a car that pulled up minutes BEHIND me give their order AND receive their food. Once I saw this, I pulled around the car in front of me and went inside. The older lady who was working with the younger lady seemed shocked when I told her that I had been outside waiting for over 10 minutes to receive my order. The young lady who took my order looked at me, walked over and handed me my food and said “Here you go.” No “sorry about your wait” or anything. And of course, my food was COLD. Again, I know that this experience does not reflect the service that I regularly receive, but this specific encounter was enough for me to write...