Potbelly Sandwich Shop — Restaurant in Texas

My first time trying Potbelly was HORRIBLE! But that was years ago. After avoiding Potbelly Sandwich Shop for a couple of years, I found myself in the airport doing some travel for business. The only thing that looked half-way appetizing was a sandwich...from Potbelly. I gave it another shot. I quite enjoyed it!

So, ever since my good experience with Potbelly, I've been a fairly regular connoisseur of their sandwiches. I had been talking them up to my wife, telling her that we need to go as a family someday. That day was today!

We pulled up just before noon. I decided to order on the app (because getting three small kids to decide in a long line with hungry people behind you is...well, we'll just say...NOT fun). The app only allows you to order "to-go" or "Delivery" even though my plan was to take it to a table and eat at the location. (FYI, Potbelly, that should be an option, in my opinion.)

I had to order a fountain drink and (another Potbelly recommendation...) a side of meatballs for my 5 year old, so I had to wait in a very long line because these things were not available on the app.

I got to the check-out (10 minutes after placing my order on the app) and paid for the other stuff. Then I stood by the counter WAITING for my order as countless people started in the line, ordered, paid, sat, ate, and left. My order was supposed to be completed by the time I stood there, by the way. 10 minutes later, one sandwich maker came over and told me, "sorry, there was a large order that came in just prior to yours. It'll be another minute - we're almost done." I waited another TEN minutes! This whole time, the lady at the cash register (who never smiles, by the way) kept glancing at me uncomfortably, like I was bothering her.

THIRTY minutes after placing my order on the app, there were some verbal exchanges between the Potbelly workers some food items thrown in a large, brown, paper bag and the rude register lady shoved the bag into my hands without a word. No "sorry for the wait." No "Here is your order. Enjoy." No "Could I offer you a cookie for making you stand around like a dope for 20 minutes while everyone else ate and enjoyed their food?" Not even a smile. In fact, she didn't smile the ENTIRE time I stood there.

Key takeaways for Potbelly, if they are reading: Teach your workers to SMILE. Your 3rd promise is "FRIENDLY" and I never got that feeling. Learn to set expectations properly. If the lady who actually talked to me had stated, "Another 10 minutes, sorry.", I would have been much happier than to tell me "one more minute" but then they take 10. Also, they broke Potbelly promise #2: FAST - 8 minutes or less through the line. Also, if you have a place for comments and instructions on the app, read them. My son's sandwich was made incorrectly. Oh, so that means they broke Potbelly promise #1 (See picture). Lastly, while you have time to clean, ask how the food is. Ask if your customers need anything. Ask if you can take trash from their table. Add a little service to your service. My wife enjoyed her sandwich (thus the 2nd star) but the service...

This started out as a 3 star visit but the counter attendant managed to turn it around...

I visited the Vintage Park location with my daughter to get a quick dinner to go. We walked and and stood there. One of my pet peeves is not being greeted when we walk in. You can also tell the "we have never been here before look customers have" and I dislike when that it ignored. My daughter and I didn't really know how everything worked and the African American counter attendant (short buzz cut) just looked at us.. I quickly felt myself getting irritated. I would have appreciated a "Hi, Welcome to Potbelly's, or "Hi, have you been here before?".

We decided to get salads and didn't really know where to order but the counter attendant came over and began taking our order. I think she could tell I was a little put off and so she was very friendly. My daughter order the Uptown salad and I ordered the Farmhouse Salad. I asked to substitute the Bleu cheese on the salad for cheddar. The attendant stated that they did not have shredded cheddar but that she would be willing to cut up cheddar slices for me. I appreciated that.

From there, she made small talk with myself and my daughter and was personable and genuinely friendly.

I thought that my salad, the farmehouse was just average. I was a little disappointed because I felt like I could have gotten a better salad at Zaxby's, but then my daughter let me taste her salad, the Uptown, with chicken, candied walnuts, dried cranberries, apples and bleu cheese and good Ghandi it was good! I could see myself craving it and will definitely come back just for that salad.

My only complaint is that for the price point, it would be nice for them to include a breadstick or drink with the salad.

Overall-I...

The sandwich is always great of course. But I took two stars out because of the App and the wait time was unacceptable. I live in this neighbor and I have been to this location so many times. Whenever I used the app to order, I always have to wait for pick-up when I got there. Today It was unbearable. I made my ordered at 8:06 PM while I was in the restaurant already (since they had an online event) and I waited until 8:50 PM for my 2 sandwiches + 1 soup to be ready. I stood there waiting and talked to the staffs three times. The problem was there were people coming to the store making the order and they prioritized that higher than serving the orders already made using the app. Tons of people were coming just like me waiting at the store including one Uber guy. Each person waited at least 20 - 30 mins. It was awful standing there for 30 mins starving and looking at other people food :D

On the wall there was a sign "Avoid the lines, call ahead". I better call next time maybe rather than using the APP.

Btw, I would add two stars when you improve your service and you better be because I am in your neighborhood you are serving. Otherwise, I will go somewhere. You are still my...