Potbelly — Restaurant in Texas

This place really disappointed me today with unprofessional customer service. Ordered a few sandwiches with a shake for pickup at 5:55pm on April 2 and got there at 5:50pm. I went up to the mobile pickup area and noticed nothing there...of course didn't expect it to be ready which is normal.

All three employees working there noticed me go up to check for my order and no one said anything, and instead kept talking to each other. This crew was different compared to the usual polite crew that I usually see and greet me right away.

Decided to be patient and politely wait for my order to be done so it would be warm. Went up two more times to check the mobile order area and employees seemed to ignore me each time, despite making eye contact with them.

Noticed another customer walk in for a pickup and after he stood at the front waiting they decided to ask if he was picking up an order. They handed it to him right away from a table that was not the pickup area.

Shortly after that, I went up and had to tell them that I was waiting for a pickup. The crew seemed confused and the girl that had made eye contact with me a few minutes before then pointed to my order that had been there sitting slumped on top of the freezer.

My immideate question to the guy worker was why they no longer put the mobile pickup orders in the typical pick up spot, and he rudely responded with "you have a shake so it won't be there." As if a customer is supposed to know that rule. Thanks to this pointless waste of time, all three sandwiches were soggy and tasted terrible. My suggestion for efficiency and practicality for customers is to put a clear sign saying this new "rule". Will no longer be coming back...

Love this store. Unfortunately I will never be going back after today. 5 stars because I have people that I talk to there regularly, that know me. Obviously the new guy didnt.. and fair enough. Even though he made my sandwich two days ago while I had a mask at the counter.... I wasnt wearing my mask today but it was in my hand and I was talking to someone that walked in with me I didn't know so we were finishing our convo before we went through the line.... and we were 20 foot from everyone. I got side tracked... And we were standing by the door.. I clearly know where to order at potbellly. I've spent thousands of dollars here over the years.. Its by the end where the cooler is. Where I always order... Of course when he called me out, everyone sitting down not wearing their mask turned around and stared at me.. Your managers know I have anxiety. I respect why you said it but it made me very uncomfortable. Thank you to the people that always made me comfortable and chatted with me that worked there. You guys stay safe and I will be wearing my mask like I do everyday. Im sorry I've been in the medical field for 14 years... I dont need a kid telling me to put my mask on in front of all the customers sitting down.... I could be wrong but I honestly forgot because I was talking. It was in my hand while standing there by the hand sanitizer...And we were away from everyone. Thats why we stood there... So we were away. We weren't ready to order. We were talking about something...Just like people sitting down with out their mask on. I know he was doing his job but this is ridiculous. Like I said. Thank you for everything previously... you all have been very sweet to...

It’s been years since visiting Potbelly and specifically this location. There are a variety of reasons but mostly due to health and disability. This evening we ventured out and it was my husband’s first time ever eating at this sandwich shop. Thank you Bay Area Potbelly for not disappointing! The food, service, and atmosphere were all exactly what our tired bodies, hungry bellies, and weary souls needed. We ordered the chicken pot pie soup and cheddar broccoli soup, 2 Avo Turkey Size BIG as our entrees. The soups were hearty and warm for this cold night and the sandwiches were delightfully filling as the employee taking our order crafted the sandwich to our exact liking not skimping on toppings (shout out to Hayden). I even requested extra sauces on the sides to try the new flavors and he kindly obliged with no hesitation. We also splurged on a Dream Bar and 2 Egg Nog milkshakes for dessert. For those trying to get your gains on or anyone looking for a sweet treat just because…I highly recommend either of these options as both were very flavorful and knocked out that sweet tooth craving. Special thanks to Driian for his keen and kind eyes to our situation with the wheelchair and helping us to our table and getting those sauces set up for us…Hot Pepper Ranch for the WIN! Last but not least, thank you Abby for the great customer service and all your recommendations as we asked lots of questions and you were so kind and helpful. Way to be great humans in what can be a not-so-human friendly world these days. It’s experiences like tonight that make families like ours find smiles when they’re often hard to come by. God bless your team always. Oh…we’ll definitely...