Potbelly — Restaurant in Royal Oak

UPDATE: It's been 3 weeks since I wrote my original, positive, 5-star review about this restaurant, and, this time, I ordered the exact, same Vegetarian Melt sandwich, and was extremely disappointed. I couldn't even eat the whole thing. The cheese was never fully melted (barely warmed and there were 2 slices of it!), and they didn't heat up any of the many veggies that are on this sandwich, at all. They just stuck a bunch of refrigerator-cold vegetables on top of partially melted cheese. It was barely edible. Veggies, like the mushrooms, the roasted red peppers, and even the artichokes should have been heated up along with the cheese on the bread before piling on the cold veggies like lettuce, tomatoes and cucumbers. Of course, the partially melted cheese was ice cold after being topped with the cold veggies and the texture of that partially melted cheese was really off-putting. It would have been better NOT to heat the cheese, at all, and just have a decent, cold cheese sandwich. I know the first time I had this sandwich the cheese was completely melted and the entire sandwich was very delicious, so something was definitely not right about how this second sandwich was made. Also, we ordered one sugar cookie and one chocolate chip cookie, and got two sugar cookies, instead. Plus, when I walked into the store for pick-up, they were still bagging my order, so the worker could have mentioned they were out of chocolate chip cookies (if that was the issue) and let me make a choice about the replacement cookie, instead of assuming we wanted two sugar cookies! It just wasn't a great experience, all around. I will say that the other two sandwiches we ordered today were fine, and so was the mac and cheese. It's too bad the food isn't consistent, though, from order to order. For fast food restaurants, consistency in food quality and taste is what every customer expects and should receive. ORIGINAL REVIEW: This was my first visit to any Potbelly shop. After reading the most recent reviews of this store, I almost didn't place the order. However, I am happy I took the chance and did order. The food was really good. I had a veggie melt, and my 2 grandkids had the turkey sandwich and the meatball sub. They also each had a cup of the mac and cheese. I am happy to report all 3 sandwiches were made well and tasted great. The mac and cheese was a big hit, too. (FYI, I placed and paid for the carry-out order in the app. When we arrived, my food was bagged and waiting on the shelf at the store. We picked it up and never did interact with the staff. So, I can't comment on the folks working in the restaurant, except to say that they made...

I recently had an incredibly disappointing experience at the Potbelly Sandwich Works location near me. The customer service was abysmal, and the employees, particularly the girls working (with glasses and new balance brand shoes and other with black glasses), made me feel like a burden throughout my visit.

It was my first time ever at Potbelly and instead of receiving assistance in navigating the menu, the staff seemed disinterested and simply pointed at the items, assuming I would magically understand their offerings. When I sought clarification on certain options, they responded with indifference, making me feel like I was bothering them.

The most frustrating part was when I asked them to make my sandwich a certain way. Rather than accommodating my request, they carried out the task with visible annoyance, as if it was a tremendous inconvenience. Their lack of courtesy and basic customer service skills left me feeling unwelcome.

To add insult to injury, when I decided to purchase an additional bag of chips, the employees acted as though I was disrupting their day. Their attitude suggested that my patronage was an inconvenience rather than an opportunity for them to provide a positive experience.

In summary, my visit to this Potbelly Sandwich Works location was marred by terrible customer service, unhelpful and disinterested staff, and an overall lack of professionalism. I hope the management addresses these issues promptly to prevent other customers from enduring a similarly unpleasant experience. I am the executive chef at my place of work and if my staff were to ever make a customer feel how I just felt they would be reprimanded immediately without write up. The food was not terrible I can honestly say that but with the experience I just received I will never eat here again even if this location offered me free sandwiches for the...

Ordered via the app and to my suprise I arrive and there are no pickup orders in the cubbies. I tell the guy my name after not being greeted..so I sat down..the guy asked my name...then looked around and didn't say anything with a clueless look on his face 6 minutes go by and guess what it was on the counter cold! Even worse it was for my wife so not only was it a waste of a drive in snowy conditions but knowing your employees could care less is the big reason for the 1 star he knew it was cold when he gave it to me! And it's gonna say I picked it up at 7:30 not 7:23 when I got there. Check the camera he was ignoring the fact he forget my order til I sat there for something that the app said was to be done at 7:20... My wife gets take out the one in Bloomfield hills at lunch time which is really busy and she said in her 10 minute drive to her office they are always hot or at...