Potbelly — Restaurant in Richmond

So usually I’m not one to make reviews but my first time trying potbelly’s and I was very disappointed.. I ordered 2 bowls of soup ( cheddar broccoli & chicken pot pie) 2 sugar cookies, 2 lemon cheesecake cookies & a bag of plain baked lays for delivery around 1pm Sunday. I ordered delivery due to the fact that I also work in the food industry so I wasn’t able to leave work and pick food up.. my estimated delivery time was 2:20/2:45 which seemed a little long for 2 bowls of soup & a few items that are already done and Pre-packaged, keep in mind I was only a 4 minute drive.. I waited patiently and eventually 2:45 rolls around, after over an hour of waiting and still no food I decided to give the restaurant a call. When greeted I informed the man I was calling to check the status of a delivery his first response was uhhhh I hope it’s at this one, I was placed on hold only for him to get on the phone and say well yes I have your order but we weren’t notified!??? WHAT? How can you say you have my order but you weren’t notified, At this point I just Wanted what I paid money for, he informed me they go through a 3rd party delivery and he couldn’t promise they would be there before 3pm (closing) to pick it up and that they didn’t stay over for UNNECESSARY REASONS!!! How can you not send my order out for delivery (NOT MY FAULT) but consider that an unnecessary reason to take the few xtra minutes from your day to make sure I got what paid for? I ended up getting a coworker to pick it up (thank goodness she was nice and available to go grab it) but when I did get my order I had no chips, no sugar cookies & no topping on the chicken pot pie soup... and on top of it all I still ended up paying 5.00 for delivery that I never received 🤷🏼‍♀️🤷🏼‍♀️ CLEARLY CUSTOMER SERVICE IS NOT THEIR NUMBER ONE PRIORITY, SEEMS LIKE THEY ONLY ARE RUSHING TO GET...

Week of July 1-9 : This was my first experience ordering food at a Potbelly Sandwich Shop, unfortunately the experience was not good. A day of torrential rain and in downtown Richmond with NO ON STREET PARKING, we took a chance on Potbelly. My friend continued to drive the block while I ran through the rain into the shop. The shop was empty of customers except for me. I walk to the back of the shop where I presume customer orders are taken but the employee was involved in a conversation with co-workers and it took a few minutes or two for that to wind up. I greet the employee who says nothing. I ask if there is “ gluten-free” bread used as I have food allergies but was told, “No”. As I look behind this employee there is a young female employee with a vape pen in her mouth having taken a big puff. I directly questioned her about the use of a vape in a Virginia food establishment with foods prepared on site and her response was “ my Boss said it was OK”. REALLY? I did receive the food items which I ordered though I had no appetite by that point. My friend enjoyed hers, me, not so much. I settled for a what Potbelly called a salad though it did not resemble what I know as salad. I paid the bill and left Potbelly saying “Thank-you” and “Goodbye” as I left. No response from any staff at Potbelly’s. I’ll not be trying a Potbelly’s again any time soon. Virginia law may not look at vaping with the same critical eye it has with smoking but to the person who does neither, there is no difference. It is a gross and disgusting habit that has no place in food service anywhere on the food line. If you want to vape then take a break and go outside. Potbelly employees, be proud you are employed and make certain your employer always shines. There was nothing shining about Potbelly’s or its...

I would've gave less but I didn't have that option. Last week we went in to place a order and the cook was not listening to our order because when we got to the checkout the order was whole sandwiches with soup instead of the Pick a Pair we ask for in the beginning. When the cashier told me the amount I said "how"? She said you have whole sandwiches and soup so I told her we ask for half that's why we have the soup. She said well now everyone has a whole sandwiches(Sarcastic tone). I ask where was the manager and she pointed to him out. The manager heard everything, so I ask him are you ok with her talking to me like that. He said all I heard was her trying to resolve the issue. I told him this is unacceptable and I will be call Corporate. I said the least you could have done was charged us what we asked for. He said nothing. This was last week. Today I went back to pick up food and the same cashier was there and I notice a Caucasian Girl, not in uniform sitting on the Counter top near the other Cash Register. I can not say that I have ever seen a Restaurant ran so poorly in my life. It is absolutely sad to see. The have good food but the Customer Service is horrible. WHERE IS GORDON RAMSEY...