Potbelly — Restaurant in Seattle

TLDR : Avoid this store at all costs! My order was not made right. Store manager is rude, confrontational and dismissive, like some of the other reviews also mention. Interrupts and talks over you. Will not be returning to this location.

Update 11/7/2025: This store did not refund my money for this order. Order Confirmation #39266271035097094

Had an awful experience with the store manager on 11/3/2025 around 5:20pm. I ordered two sandwiches online and got them with zero toppings, despite the order clearly saying "All toppings – the works." Each sandwich had a sticker with that note, but my order was prepared incorrectly. Mistakes happen, and I took my order back to the cash register. When I pointed it out to the store manager, he said I didn’t select the toppings on the app and tried to dismiss and gaslight me that my order should not have any toppings. After literally pointing the note on each of the sandwiches saying "all toppings - the works" his response was “I don’t have time for this now”

After some back-and-forth in front of the other customers, he grudgingly offered to add toppings on the side as a fix, but that’s not what I ordered! I wanted the toppings ON my sandwich - how I had order them. That's what I paid for. This turned into an heated argument, and I asked for a refund because I could not trust this store manager to handle my food.

Before I left the store, I started filling out a feedback survey (Survey number: 96200100413501081719) and the same manager approached me. Tried to gaslight me that he had offered to fix my order and I was the one who had refused. I told him I refused to accept toppings on the side and if he really wanted to fix my order he should've added them on the sandwiches - as I ordered - or remade the order when I earlier asked him to. He continued to reason with me, saying he hadn't eaten either, as if that excused his dismissive attitude and the poor customer service. He insisted his own manager would have done the same and only offered toppings on the side. I told him I just want to complete the survey and leave. Then, in an attempt to stop me from filling the survey, he offered to redo the entire order and even throw in two free entree coupons. Felt like a bribe to silence feedback and I couldn't trust this location anymore. Maybe this store does not give it's employees breaks to even eat and the frustration comes out on the customers.

Right after finishing the survey, I placed the same order online at another Potbelly store (on 6th Ave), even before leaving this store and they got my order right - without any issues or drama.

Do not order from this location. If you want your food done correctly and with some level of respect, go to another Potbelly. Downtown Seattle and Renton landing locations have...

I recently placed an online order and unfortunately had a very disappointing experience. The mac and cheese was extremely salty, the avocado was hard and unripe, and the meat was also overly salty. On top of that, I ordered a S'mores cookie but instead received a completely different cookie without being told in advance that my choice was unavailable.

When I called about the issue, I was told the item was out of stock and that a substitute had been given without my consent. This is concerning because if I had a food allergy, it could have posed a serious risk. Substitutions should never be made without checking with the customer first.

The refund email I received stated, “the customer was mad because we didn’t have the S'mores cookie.” This came across as dismissive and unprofessional, ignoring the real issue of lack of communication and the potential safety risk.

The worst part of this experience was my phone call with Brett. While my tone was firm and unhappy, it was in no way loud or aggressive. Brett, who as a manager has the power to handle the situation professionally, instead raised their voice, talked over me repeatedly, and was confrontational and dismissive. They interrupted me while I explained the potential allergy risk of the substitution, completely disregarding my concerns. Choosing to be rude instead of helpful made an already frustrating situation far worse.

This experience left me feeling unsafe, mistreated, and unheard as a customer. I strongly recommend that this location reevaluate how they train employees and managers on proper customer service, including de-escalation techniques, accountability, and respect. Clear communication about out-of-stock items, careful handling of substitutions, and professional interactions are basic expectations that were completely...

The worst experience I have ever had at a food establishment. Never have I been treated with such disrespect and in such a dismissive manner before. I have a dietary restriction being a vegetarian. I asked the spanish-speaking employee with a ponytail if he could make me a pizza melt without the meat. He ignored me and put meat in my sandwich anyways. When I told him again I am a vegetarian, he stopped making my sandwich. He not only denied me, but also said he will not make my order because he was too busy with other orders. When I asked who will make my sandwich, he said no one and told me to have a good day. I love potbelly sandwiches, but I will never set foot in that restaurant because of how poorly I was treated. What's even worse is that there were at least 2 other people working back there as well that definitely saw this and they did nothing. They did not acknowledge anything nor offer to step in. They may not have been rude or condescending, but they are just as bad as the guy who refused me. I left the same review on yelp, because I want others to know how horrible the...