Potbelly — Restaurant in Troy

I love Potbelly. I have never had a complaint about their food. Always a good experience. However, today I learned to NEVER order delivery again. They use a 3rd party (i.e Door Dash, Postmates, etc), to make deliveries, which I was not aware of. I stopped using these kind of food delivery services because there is always any issue. Today's issue was that my delivery took 1 1/2 hours to be delivered (2.6 miles away, 7 minutes in a car). On their website you can only order 1 hour out from the time the order is placed. I did not see an option for a shorter delivery time. So my expectation was to get my food within the hour, not 20 minutes past the exact hour from the time I ordered since I was not that far away and I tried to order closer to the end of the lunch rush. I Only ordered a salad and cup of soup, so nothing complicated. (I don't know how their lunch rush really is as this is my first order from this location). I called about 10 minutes after the one hour had passed and they let me know that they handed my food to the delivery person 20 minutes prior to my call. Another 10 minutes passed and I started to dial to ask for a refund since the wait time just became ridiculous, and then finally I was notified my order arrived. At this point, I'm hangry and pi**ed off. I wish I could at least take my tip back. I had to heat the soup up again, since it was barely warm. The salad was fine, but there was wilted, old, spinach mixed in it and I was give a 2 oz. cup of dressing that was not even full. The salads are big, so I expected a least a little more. Overall, my expectations we're obviously too high. If the delivery person was making multiple trips, they should have prioritized better. I suggest if you want to order from here to avoid delivery and get a carry out or...

Terrible experience with this store. Put in an online order to be delivered at 11:00. At 11:00 the food still hadn't been delivered and there was no update in the app saying that the food had been sent out for delivery or even been started. When I called the store all they said that was the food hasn't been picked up yet and left it at that, no other information. Had to call back 20 minutes later to see where the food was and they finally put me on the phone with the manager who told me their delivery driver was on vacation and they had no one who could be sent on delivery. At this point I was already running late (which is why I put in the scheduled delivery in the first place) and had no other choice but to cancel the order as the manager was not offering any way to remedy the issue. He offered me a free cookie (which is not something that I would even want in the first place) as if that would even make up for this in the first place. Now it is multiple days later and the payment is still on my card and not been reversed which can only be done by the store apparently. At no point was anyone worried that an order scheduled for a certain time hasn't been picked up, no one contacted me or did anything within a time that would've been even feasible for me to do anything about it such as pick it up myself. Took over 30 minutes from my scheduled order time to even find out that I had to cancel it in the first place. Horrible customer service and no real attempt has been made to remedy the situation. I highly recommend not ordering delivery from this location and I know that I never will again.

TLDR: Delivery order put in for a specific time, store never reached out to tell me that they couldn't deliver it, and hasn't even refunded me...

I really like the Troy Potbelly. But I will not go to the Bloomfield one anymore. I've only been to two different one of their places. My instinct told me not to go in the Bloomfield store.. when I went to the one in Troy, Cameron and Kayla was our servers and they were very polite and attentive. Also I'm allergic to Dairy so they made sure they changed their gloves and made sure that they prepared my sandwich correctly. It was a great dining experience. But when I went to the Bloomfield one I noticed they had hard chairs instead of comfortable booth chairs like the Troy one. The trash was overflowing in the dining hall. And there was a spill with the wet floor sign but no one cleaned up the mess the whole time I was there. Also my friend that was with me ordered his sandwich with cheese and they didn't give him is cheese. I brought it to the attention of the girl that served us and she said she put the cheese there but it must not have got put on the sandwich. So when I tried to politely tell the other cashier she wanted to argue with me and tell me that she did put the cheese on there. It wasn't a big deal but by her arguing she made it a big deal. The customer was right in this case. I'm very picky about where I go because I don't work hard for my money just so people can be rude. It wasn't that serious. It was just two simple pieces of cheese. Sometimes you have to pick your battles. And honestly it left a bad taste in my mouth literally!! Other than that I definitely will come back to the Troy location! ;) I will drive all the way there just to have a better food experience. Thanks for letting me share. Hope this helps you when choosing a better Potbelly...