Potbelly — Restaurant in Saint Charles

EDIT: spoke with general manager ashley and she handled my complaint with understanding and kindness and offered a free meal for the experience. I greatly appreciated her professionalism and eagerness to help rectify the situation. I have changed my rating specifically because of how well she handled the situation.

Came in on my lunch today to order a to-go order I be the first, walked in and with four people behind the counter not one person greeted me the entire time I was in there. walked over to the area where I thought I was supposed to order Didn't even get looked at by three people behind the counter one lady looked up and smiled at me but still didn't say a word to me. I'm on my lunch I don't have a lot of time But to not even be greeted, No one asked if they could help me no one asked what I needed No one even said hello. I've never had an experience like this at this location so it was highly disappointing and I don't plan on coming back. I understand that they were probably busy with orders for to go and things like that online orders but there was one other person in the entire restaurant already eating there's absolutely no reason that they couldn't have at least greeted me when I walked into the door. Even when I said okay I guess I'll just leave not one person said a word not one person gave a damn. After leaving i STILL tried to patronize the business, and my delivery order was missing the pickle that i had ordered with my perk points, so they were deleted from my balance and i didnt even get the pickle. Just...

My wife and i decided to give it a shot. Wont make that mistake again. Food was OK. I'm not sure why we paid more for the big size because I just ended up with a bunch of extra bread. The poor girl up front was nice but was the only one working. She couldn't get part of our order out because she was the only one actually working. I ordered soup but was told 5 minutes. That was fine. My wife ordered a shake. We finished eating the rest of our food...5 minutes past, 10 minutes, you get the idea. There was no sign of her getting help. We could see two other employees doing inventory and dancing around in the back. The guy in charge seemed more concerned with flirting with his co worker. We asked for a refund because we were tired of waiting and this dude comes out of the back and asked if we just wanted the soup refunded. We told him the shake too and that was the only thing he said. He didn't look at us. He didn't apologize. My wife told him he should probably get the other poor girl some help. He disappeared and the other girl came back. The coke syrup was out. Despite the fact that when we walked in we were one of two orders it took forever. We weren't happy about the service but we were more put off by the fact that potbelly is probably paying the only one who was actually working the least.

Update: Trying to save face with the below response works better when they actually follow up. I kind of think they could...

I have been going to this location 3 to 4 times a week for the past 3 years. The staff is always friendly.The sandwiches or salads there are always made with a nice conversation because I have become more or less a nice friendly regular there. A couple have stopped mid making my sandwich to tell me I'm their favorite customer. You have to understand that these folks serving you sandwiches at random parts of the day in a timely manner. They also have families and friends and just daily struggles that I try to just be a few minutes of smiles for them on that I remember their name and continue conversations with them through our days from across counters. If you just take a few minutes to chat with each one you may try to be an influence on their future. I see myself in their shoes when I was young. Some of these workers their first jobs.Some have been here years. We are all in this together. The staff I can name about 8 that work there and 2 to 3 that have left I still see once in a while as they grab food their. The outside seating is so nice on a nice night to sit and watch as the world goes by. You should always get your receipt and fill out the survey for a free cookie too. It tests the new workers on the register. I will continue to make an appearance 3 to 4 days a week and I know the work ethic and friendships iv seen and created...